Raise Marketplace Inc

After receiving Revdex.com complaint number [redacted], we were able to review the order in question. At this time, the...

customer has received the requested resolution.
On March 24, 2016 the customer placed an order on the Raise marketplace for a [redacted] eGift card with a value of $480.97 for a purchase price of $436.48. The customer then contacted Raise Member Services on July 5, 2016 and expressed to the serving agent that the gift card was only used for $160.00 before an issue occurred and the remaining balance could not be redeemed. At that time, the serving agent informed the customer that the order fell outside of the 100 Day Money-Back Guarantee, and that being the case, the order had to be escalated to the Gift Card Support Team for further review. All orders received outside of 100 days from the purchase date, must be reviewed by the Gift Card Support Team before a resolution can be offered.
Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on August 25, 2016. The Gift Card Support Team was in contact with the brand and confirmed that there should have been a balance of $267.82 before the gift card was devalued by the brand. That being the case, the customer was provided a partial refund of $243.05. This partial refund was calculated by subtracting the amount used by the customer from the value of the gift card and then the percentage of savings the member received on the original purchase price was applied to the new value to determine the new purchase price.
Dependent upon the customer’s banking institution, they should see the refund available back on their original payment source at this time.
We would like to apologize for the delay in resolution and any inconvenience this may have caused. In the future, we look forward to better serving the customer.

After receiving and further reviewing Revdex.com complaint number [redacted], we are, unfortunately, unable to offer the customer a different resolution, but we’d like to further clarify the concern that was presented by the customer.As the customer had requested more information by requesting a demo for our Bulk Seller Program, they were automatically assigned a Sales Representative. When a seller or potential seller requests a demo, the ability to withdraw funds is removed. This is done automatically by our system. The customer was never officially enrolled into the Bulk Seller Program, and was simply awaiting to be contacted by a Sales Rep. We would like to apologize to the customer for this confusion, and we will be sure to review this and potentially add messaging to inform sellers in the future.In regards to the phone call experience, we have sent this over to the appropriate department and our Director of Sales has looked into this and will be sure to follow up with the Sales Rep. As we have stated on [redacted], there was no direct intention to end the phone call, and there was a disconnect that occurred. This occurrence is also being reviewed by our IT department, and we hope to get this fixed so this does not happen. We apologize to the customer for the inconvenience this caused, and any confusion.As the customer has stated, she has received the final payment on 8/22 and we would once more like to apologize for the delay in receiving this, as well as the hassle this process may have caused. We would like to consider this case resolved, and we hope to continue serving the customer in the future. We welcome any additional questions or comments via email at [redacted]@raise.com.

After receiving and reviewing Revdex.com complaint [redacted] and the corresponding order numbers, it appears that the...

current resolution is warranted.
The customer purchased two [redacted] gift cards and two [redacted] gift cards in two separate orders on October 28, 2015. On May 4, 2016 the customer contacted Raise Member Services and expressed to the serving agent that the gift cards had a $0 balance. At that time the agent notified the customer that the orders were outside of the 100 Day Money-Back Guarantee, and for that reason, no further action could be taken on the order. The customer was also offered a promotional code to use on a future purchase.
The Raise Guarantee is in place to protect the purchase price of all gift cards for the first 100 days from the purchase date. While there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase.
On the customer’s most recent phone call with Raise, he did speak with a supervisor in the Member Services Team who then also offered the customer a $25.00 Raise Credit. We understand that the customer has spent a large amount of money with Raise, but the Raise Guarantee explicitly states that requests received outside of 100 days are not covered. Had these orders been brought to the attention of Raise with the 100 days, we would have been more than happy to resolve this for the customer.
We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience.

Dear Mr. [redacted],After receiving your complaint, we were able to review your
order and gift card in question. On November 16, our Gift Card Support Team determined that
the [redacted]’s card in your order R725270811 was indeed closed by the brand and therefore
a refund was needed. This...

circumstance is covered by our 100 Day Guarantee and
your purchase price was refunded. The refund was processed the same day and the
funds ($264.05) were released from Raise. When you contacted us again to let us know the refund had
not been reflected on your bank account, a Member Services agent confirmed the
refund in our payment processing system. This system allows us to see exactly
when and where a refund was processed. Your refund for $264.05 was processed to
your [redacted] ending in 1013 at 4:31 p.m. CST. From there, it is up to
your bank to ensure that these funds are reapplied to your account. If you
still have not seen a refund after it has been released from us, you will need
to contact your financial institution to inquire into the status. This is what
our Member Services agent suggested as a next step on 11/23. In conclusion, your gift card purchase was covered by our
100 Day Guarantee as stated on our website and your refund was fully processed
by Raise. We apologize for any inconvenience and encourage you to contact
Member Services with any further questions or concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thanks for your assistance in resolving this matter.
Sincerely,
[redacted]

After again reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to provider the customer with a different resolution.We apologize for any confusion, but Raise was not notified by [redacted] that there was an issue with the gift card. Once a gift card has been processed into an order, the verification process has already been completed and the order is not reopened by Raise unless a member brings the order to our attention. This order was brough to Raise attention on July 11, 2016 and that is the first time, since the time the order was purchased, that the order was reopened by Raise. Had we at Raise been notified or somehow aware that the gift card had an issue while it was within the 100 Day Money-Back Guarantee time frame, a refund would have been issued to the customer. As this issue was not brought to our attention until July 11,2016, more than a year past the order date, a refund or replacement card could not be provided. Similar to a warranty, the Raise Guarantee holds a strict time frame, and all requests for a refund received outside of that 100 day period will not be honored. We will continue to ensure that Raise policy is adhered to and properly communicated.  We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution of a $75 refund is satisfactory to me.
Sincerely,
[redacted]
 
Thank you!!

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On December 5, 2015 the customer purchased a [redacted] gift card with a balance of $500.00 for a purchase price of $442.50. The customer then...

contacted Raise Member Services on July 16, 2016 and expressed to the serving agent that the eGift card was no longer being accepted at [redacted]. At that time the serving agent offered to reach out to the seller of the gift card, as a courtesy, as the sellers are only required to hold the physical copy of a gift card sold as an eGift/voucher, for 100 days from the purchase date. At that time, sellers discard or destroy the physical cards to prevent unauthorized use of the physical version of the card. Unfortunately, the seller of the gift card had discarded the gift card and no longer had the physical gift card to send to the buyer. As the Raise Guarantee for this order lapsed as of March 14, 2016, no further action could be taken on the order. The Raise Guarantee is in place to protect the purchase price of a gift card for the first 100 days from the purchase date. After that time, we are happy to look into a gift card but cannot guarantee a refund or replacement in the same way we would within 100 days. While we understand this has been an unfavorable situation for the customer and are unable to provide a refund or replacement card, we would like to offer a Raise Rewards credit of $100.00, to use toward a future purchase on Raise, as recompense for this issue.The credit has been placed into the customer’s Raise account and will automatically apply to the next purchase made on Raise through the customer’s account.We would like to offer the customer our sincerest apologies for any inconvenience caused by this order and would like to consider the issue resolved at this time.

We have received complaint number [redacted] and reviewed the order in question.  Each customer complaint is...

taken seriously and we want to assure the customer that the problem brought to our attention has been addressed.
The customer placed an order on Raise.com for a [redacted] physical gift card on December 2, 2015.  The value of this card was $14.13 for which the customer paid $12.25.  A $10 credit was redeemed, charging $2.25 to the customer’s credit card.  This card would be shipped from the seller and expected to be received within 14 business days.  
Raise Member Services was notified via email on January 1, 2016 that the customer has not received her gift card.  Regrettably, an agent was not able to update the customer with a resolution until January 15, 2016.  We sincerely apologize that the customer did not receive her gift card, and that she was not contacted in a timely manner.  
After reviewing the [redacted] tracking information provided with this order, we were able to determine a shipping issue that prevented the seller from sending this card within the specified timeframe.  
Because the Raise 100 Day Guarantee covers instances of “Gift cards not received within 30 days from the date of purchase,” we have issued a credit of $10 to the customer’s Raise account, and her credit card has been refunded $2.25.
The company aims to consistently deliver a professional and timely service to our customers and I would like to state that on this occasion the level of service received was unacceptable.  Raise is actively working to improve service levels and feedback has proved to be invaluable.  
We would like to consider this issue resolved at this time and hope that the customer finds a refund and credit a suitable resolution.  We hope to provide her with exceptional service in the future.

I tried using this service once a year ago and received a card that had no balance on it. I was eventually able to get a credit for this, but not without a hassle. As I had used a competitor's service dozens of times without a single glitch, I decided not to use the service again. I decided to try again this year. I tried placing an order for a card. The next day I received an email saying that there was a problem with my order and that I needed to call customer service. I did so right away. The CSA I spoke to told me that this was a security check as my account had been inactive for so long. I verified all of my info with them and was assured the order would be processed. After a couple of hours I received an email saying that the order had been canceled with no explanation. I phoned CS again and was told that there must be a "glitch" in the system and was advised to try placing the order again. I tried again and received the same result. I phoned back again sure that someone in CS would take care of me, but instead their solution was that I cancel my account, set up a new account and try and place the order again. Obviously they don't have their act together and place very little value on my time. I asked to speak with a supervisor and he said he could do nothing for me. He even sounded irritated with me. I highly recommend you not use this service unless you want the same hassles.

After receiving Revdex.com complaint number 11959294, we were able to review the account status and offer a solution to the customer.On September 16, 2016, the customer listed 4 Delta Airlines gift cards valued at $50.00 each, all with an individual purchase price of $48.00. Typically, cards listed on...

Raise are officially live on the marketplace within 24 hours but may be subject to further verification. As this gift card was a travel card (any card associated with hotel stays, airline travel, cruises, etc.) Raise has an internal policy stating the card must be active and/or held for 45 days before we are able to officially list on our marketplace. As a result, one gift card was listed right away but the other 3 required further verification. On September 22, 2016, the customer emailed into Raise inquiring about the other 3 gift cards that had not been officially listed. Unfortunately, our Member Services team was not able to respond in a timely matter which prompted the customer to reach out to Raise again via live chat on September 27, 2016. The supporting agent informed the customer in order to officially list the 3 cards, proof of purchase and/or a receipt would need to be uploaded via the customer’s Raise account. The customer uploaded the images that day and since the cards were activated in March of 2015, the cards were eligible to be listed and approved right away.The customer contacted Raise via live chat again on September 30, 2016 expressing troubles with their account. The customer was having difficulty logging in and also needed assistance in updating their payout address. During this conversation, the customer had mentioned to the supporting agent that they were using a VPN to access the account as they were currently overseas. Due to this information, our Seller Support Team had sent an email to the customer informing them the account would be placed on a hold and the funds would be held for 180 days due to accessing Raise outside of the United States, which is a violation of our Terms of Use (https://www.raise.com/terms).The customer reached back out to Raise on January 27, 2017, asking about their account status. The supporting agent reiterated to the customer that due to the use of the VPN to access Raise outside of the United States, the hold would be upheld and the funds could be released and the account reactivated on March 29, 2017.As Raise is a member to member marketplace that operates solely within the United States, we take these matters very seriously in order to protect all of our members, both buyers and sellers alike. The terms do not state the prohibited use of a VPN, however under Section 5(e) : Seek to access or use Raise from a country other than the U.S. is classified as a Prohibited Activity. After further review into the account, we understand there was no transactions occurring at this time and we would like to offer a resolution to the customer. We have reached out to the customer via email on February 3, 2017 to confirm if the customer is now present within the United States. If so, we would be more than happy to reactivate the account and have the customer request the funds at his earliest convenience. The account will also remain active if within the United States. The total funds available for withdrawal amount to $163.20. This accounts for the initial selling price of $48.00 each, with a 15% selling commission at the time the cards were listed. Unfortunately, we are unable to provide the customer with more funds than are presently available in their Raise account. Also, it is our greatest priority to improve communication with our members and this information will be passed along to our legal team, so they can review the language used and further implement any changes that need to be made in our Terms and Conditions.We look forward to hearing back from the customer and would like to consider this case closed, pending verification of the customer’s status within the United States. Any follow up questions can be sent to [email protected].

Initial Business Response /* (1000, 8, 2014/08/11) */
Dear[redacted],
I have read the following complaint in its entirety and have reviewed all the details. Let me first start off by apologizing. I am sorry you had to endure such an unpleasant experience. We are happy that this has...

ended in a great resolution.
Due to the secondary nature of our marketplace we do from time to time deal with card values being compromised. We however are committed to making sure our customers are fully protected. Due to our 60 day guarantee which covers any problem within the first 60 days of purchase, it makes it much more difficult to look into, and resolve issues occurring outside that timeframe. We try to make this very explicit on our website, and we will look into ways of communicating this more clearly.
We value all of our customers and seek to find resolutions no matter the issue and the amount of time passed.
In the end, I was happy to resolve this issue with you[redacted], and look forward to serving you in your future orders.
Sincerely,

Initial Business Response /* (1000, 8, 2015/02/19) */
Response to Revdex.com complaint # XXXXXXXX
Dear[redacted]
Thanks for taking the time to contact us through the Revdex.com. I have reviewed your complaint in its entirety. I am very sorry you have had this issue concerning...

the Home Depot gift card, but I am glad in the end we could resolve it.
Our Gift Card Support Team is equipped to research and identify specific situations with gift cards from all different types of merchants. This can take some time depending on the events and subsequent information gathered. By far, the average time for processing a complaint is less than 48 hours. In your case it took longer. I apologize for that. We also initially came to a conclusion we didn't feel comfortable committing to. We appreciate your patience and understanding in this instance.
I was glad to make sure a check for $220.12 was sent out to you as a refund for the gift card in the order RXXXXXXXXX.
If there is anything else we can do for you please let me know.
Sincerely,
[redacted]
Raise Member Services

After receiving Revdex.com complaint number [redacted], we have obtained the necessary order numbers and been able to provide the customer with resolutions for each.The customer originally contacted Raise Member Services regarding the five orders in question outside of the 100 Day Guarantee; we are happy to...

look into any gift card that does have a problem sometimes even outside of the guarantee period. In this case we have been happy to provide the customer with refunds for all of the applicable orders. During correspondence with the customer through a support ticket we confirmed five orders had gift cards that were no longer valid. All five orders have been refunded for a grand total of $626.17. We are still currently waiting to hear back from the customer regarding further information for two gift card numbers that did not have cards connected to them on Raise, for which also an order number was not provided by the customer. We do believe that these two gift cards have been refunded in part of the grand total we provided but want to make sure that all of the customer’s needs have been met. We are happy to continue to resolve this for the customer and process any necessary refunds within the Raise 100 Day Guarantee if there is still anything outstanding. The customer is welcome to respond to our support ticket with the necessary information to continue to resolve the inquiry. Until we have the necessary information, we would like to consider this issue resolved and look forward to working with this customer in the future.

I've had terrible experiences with Raise. Initially I was excited to use it, but their terrible customer service and untrustworthy app have made me regret ever downloading it. My first issue was when they put a hold on my account because they suspected foul play. OK, annoying but fine. The problem was that I had to call between certain hours to get the hold removed and when I called I was 27th in line (!!) When I finally got ahold of someone they said they had to transfer me and dropped the call. Took several hours to get the problem fixed... much to long to save a few bucks.

Next I ordered a giftcard as a gift. The person I gave it to tried to use it and was told insufficient funds. How embarrassing for her and me!! Again, called Raise, 66th in line this time. after 1/2 hour was able to get someone on internet chat. She acted like it wasn't a big deal and refused to acknowledge that they'd wasted my time, caused embarrassment and disappointment to both me and the person I'd gifted the card to. Also refused to call me. Overall, very disappointing, huge waste of time. Do yourself a favor, don't use raise!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We were able to further review complaint 10997097 and the Raise account in question. The customer placed order R370695256 on 12/9 for six Jos. A. Bank gift cards. The member then used our chat feature to contact our Member Services department who was able to look into these gift cards further. The...

message sent from Jos. A. Banks to our customer stated there was an issue with his billing address and this was why his order with them was canceled. Our team then reached out to Jos. A. Bank to confirm these gift cards were not tied to another account in any way. At this point, we explained to the customer that the issue lies with Jos. A. Bank rather than Raise as their system was unable to process his order. We were made aware that the day prior, the retailer had experienced an issue with its order processing system and this could have effected the customer’s ability to place an order with them. All six cards were confirmed to hold valid balances and were able to be used in a test order by our Member Services Team. For this reason, we were unable to issue a refund. The customer made us aware that he intended to file a dispute with his credit card company because we were unable to refund him. Unfortunately, we must place a hold on a customer’s account during the time the dispute is open. He was made aware that his account would be put on hold and he would be unable to place any other orders with Raise during the time of the dispute.  We regret that we were not able to provide the exact results the customer wanted, but unfortunately this order does not meet the requirements of our return policy. We sincerely apologize for the inconvenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

After receiving Revdex.com complaint number [redacted] and reviewing the complaint with the corresponding order number,...

we are happy to provide the customer with a resolution.
The customer purchased a Taco Bell gift card from Raise.com on November 20, 2016. The gift card was purchased with a value of $100.00 for a purchase price of $82.00. After the $5.00 new member promotional code was applied, the customer paid $77.00 out of pocket.
On April 6, 2016 the customer contacted Raise Member Services and notified the serving agent that the gift card had a $0 balance. At this time the gift card order was already outside of the 100 day guarantee, but the order was escalated to the Gift Card Support Team for further review.
The Gift Card Support Team reviews gift cards that experience an issue outside of the 100 Day Guarantee. While Raise cannot guarantee a refund outside of the 100 day period like we do within the first 100 days, we are happy to take a look and see if there is something that can be done for the customer.
Although this order falls outside of the guarantee period the Gift Card Support Team has refunded the customer for this gift card. The $77.00 paid by the customer out of pocket will be refunded back to the original payment source within 1-3 business days and the $5.00 new customer promotional code will be returned to the customer’s Raise account to use on a future purchase.
We apologize for any inconvenience and are overall pleased to have resolved this issue for the customer and look forward to serving them again in the future.

After receiving and further reviewing Revdex.com complaint number [redacted] , we are, unfortunately, unable to offer the customer a different resolution.As previously mentioned, our Gift Card Support Team has received information directly from the brand that shows this card was successfully redeemed after the cards were merged. These cards were merged on May 6, 2017, and then redeemed on May 8, 2017. Due to privacy concerns, we were unable to obtain further information but we do encourage the customer to reach out to the brand directly to find that information. With the cards being from a trusted seller, and being sent directly to the customer’s Raise account, the customer was the only one with access to the cards’ information.If the customer decides to follow through with a chargeback, there will be a hold placed on the Raise account and no orders can be placed while the dispute is ongoing. Once the dispute has been resolved, the hold will be removed and orders can be processed. Even with a hold on the account, the customer can still access any cards that were previously purchased.We would again like to apologize to the customer for any troubles or inconvenience this has caused. We would like to consider this issue resolved as the information provided to us by the brand shows the cards were redeemed and therefore, we are unable to process a refund under our Guarantee. Any other questions and/or communication from the brand can be sent via email to [redacted]@raise.com.