Raise Marketplace Inc

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer a solution to the customer.On March 15, 2018, the customer purchased a $25.00 [redacted] gift card for a purchase price of $23.87. The customer used a special promotional code for an extra 10 percent off their...

purchase. The final purchase price of this order was $21.48. This was an egift card that was delivered to both the customer’s Raise account, and the customer’s email address on file. As with all cards listed on Raise, this card was verified twice by our Trust & Safety team, once at the initial listing and once at the time of purchase to ensure a valid and accurate balance. The customer contacted Raise Member Services via email on March 15, 2018 stating that the card was not able to be used because it was already registered to someone else’s account, and was requesting a refund due to this. The supporting agent reached back out to the customer on March 18, 2018 informing the customer that a refund was not possible as this was not covered under our 1 Year Money-Back Guarantee (https://www.raise.com/guarantee). In addition, Raise has a section under each card listing, named “Delivery & Redemption” that details specific redemption information for each card. Under [redacted], the terms state “Do not transfer this card to your personal [redacted] account. Raise is not responsible for gift cards transferred to personal [redacted] accounts.” This is a precautionary instruction as Raise can no longer look into gift card details and information once a card has been transferred to an existing [redacted] account. The supporting agent informed the customer that the card may still be redeemed via the Raise app, or via the printable voucher.The customer contacted Raise once more on March 22, 2018 and spoke to a supervisor. The supporting supervisor informed the customer of the same information that the agent had mentioned previously, and was not able to provide a refund for a valid gift card. During this process, the customer hung up on the supporting supervisor before they were able to reach a resolution.As a reminder to the customer, Raise is a member to member marketplace, meaning that some cards listed on Raise have been previously owned and/or used. While we do everything we can to verify both the cards and the sellers, sometimes mistakes do happen which is why we cover all of our purchases with our 1 Year Money-Back Guarantee. After the phone call on March 22, 2018, our Member Services team was able to provide the customer with a one time courtesy refund for this [redacted] gift card. The full purchase price amount of $21.48 has been refunded to the customer’s original payment and a confirmation email was also sent. At this time, we would like to consider this issue resolved as the customer has the desired resolution of a refund for this gift card. We would like to reiterate that this is a one-time courtesy, and would like to apologize to the customer for the inconvenience. Any further questions or concerns can be sent via email to [redacted]@raise.com.

After receiving Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the customer.On December 21, 2015, the customer purchased a $200 valued [redacted] gift card for a purchase price of $150.00. This gift card was an egift/voucher meaning it was able to be redeemed...

both online and in-store. On February 28, 2017, the customer emailed Raise stating that they were not able to redeem the remaining amount of their gift card. A supporting agent responded to the customer the next day, March 1, 2017, asking for further information in regards to this card. A follow up email was sent to the customer on March 5, 2017, with the same questions as the supporting agent was hoping to gather more information in order to best resolve this case.On April 18, 2017, the customer reached back out via email answering the questions that were presented in the email from the supporting agent. The customer informed the supporting agent of the balance that should be remaining as well as how much of the gift card was actually used.The supporting agent sent an email back to the customer on April 20, 2017, informing the customer that due to the card being outside of our 1 Year Money-Back Guarantee, a refund would not be able to be processed. At the time this order was placed, the Raise Guarantee covered the customer’s purchase price for 100 Days. In January, we extended the Guarantee to 1 Year to provide a better customer experience. Even with this new policy in place, the order was, unfortunately, not able to be refunded due to the time that had passed since this order was placed. A promotional code was offered to the customer as an extension of our apology.The customer reached back out via email on May 1, 2017, stating that they had contacted the brand and was told that this gift card was no longer active as it was obtained fraudulently. The supporting agent responded on May 3, 2017, again reiterating that the order was outside of the 1 Year Money-Back Guarantee and they were unable to provide a resolution at that time.Every listing on Raise is verified twice by our Trust & Safety team, once at the initial listing, and once at the time of purchase to ensure a valid balance on the card that is being sold. In addition, we have our Seller Support Team in place that verifies a seller once they have listed a predetermined amount of gift cards on our site. We do hold our sellers to a very high standard and our Seller Support Team is in place to ensure that. Based on this information that was provided by the customer, the order should have been sent to our Gift Card Support Team for further review.As our 1 Year Money-Back Guarantee (https://www.raise.com/guarantee) protects cards that are inactive, have been deactivated by the brand, or show an inaccurate balance, we do encourage our customers to redeem the card within that timeframe so we are able to resolve any issues that may occur quickly and to the best of our abilities.After further review into this case by our Gift Card Support Team, we would be more than happy to work towards a resolution for this card with the customer. We have sent an email directly to the customer with a potential resolution of receiving the refund in Raise Rewards. We would like to apologize for any inconvenience this has caused and look forward to hearing back from the customer soon in hopes of resolving this case. We would like to consider this case resolved pending the customer’s reply via email at [redacted]@raise.com.

After receiving Revdex.com complaint [redacted] we are able to offer the customer a solution.
id="docs-internal-guid-b5b87d57-d348-16bb-92f0-4c2691b7bb7b">The customer purchased a [redacted] gift card with a value of $650.00 for a purchase price of $615.94 from Raise.com on December 30, 2015.
We were able to confirm, upon looking into the order, that the gift card does show a $0 balance and is still within the Raise 100 Day Guarantee. We do encourage customers to contact Raise Member Services anytime there is an issue with a gift card, and we will be more than happy to resolve it.
In this case, we are happy to offer the customer a full refund of $615.94 which will be processed back to the customer’s original payment source within 1-3 business days. The customer will also receive an email from Raise with refund details. The customer had another order in review by the Gift Card Support Team which has also been resolved at this time as well.
Overall, we are pleased to have resolved this issue for the customer and look forward to serving them again in the future.

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

the current resolution is warranted.
On December 2, 2015 the customer purchased a [redacted] gift card with a balance of $25.00 and a purchase price of $20.00, that ended up costing $15.00 after rewards were used, from Raise.com. The customer then contacted Raise Member Services on July 14, 2016 and expressed to the serving agent that the gift card only had $7.73 available. At this time, the serving agent informed the customer that the order fell so far outside of the Raise Guarantee that no further action could be taken on the order and offered the customer a promotional code for a future purchase.
While there is no expiration on the gift card, the Raise Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. As this gift card was not brought to the attention of the serving agent until well outside of the Raise Guarantee, a refund could not be offered to this customer. The guarantee period of this order lapsed as of March 11, 2016.
We would like to sincerely apologize for this inconvenience in this and look forward to better serving the customer again in the future.

I purchased a $100 [redacted] gift card October 2015 and learned that the value had been fraudulently removed in November of 2015. Because I tried to use the card in May of 2016 Raise told me they only had a 100 day refund policy which is indicated somewhere on the website (not in their help section which is where I tried to find it-nor is this escape clause policy indicated in any of the receipts that they send with the cards. This means you must carefully monitor all cards and use them within that period or you're officially shafted-as I was! No more cards for me-!

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, we can conclude that the current resolution is warranted.On February 16, 2016 the customer made a purchase on Raise.com for a Dressbarn gift card with a value of $200.00 for a purchase price of $118.00....

The customer contacted Raise Member Services on May 28, 2016 and expressed to the serving agent that he received an error when checking the gift card balance. As the order fell outside of the Raise Guarantee period, the agent informed the member that no further action could be taken. At this point the customer requested an email from a supervisor.A supervisor emailed the customer and offered $75.00 in Raise Rewards for this gift card issue and the trouble the member had on another order that also fell outside of the Raise Guarantee. That Raise Rewards Credit is already in the customer’s account and ready to be used on a future order.The 100 Day Money-Back Guarantee is in place to protect the purchase price on all orders. Once this 100 day period has lapsed, Raise is happy to take a look into a gift card that has a problem to see if there is anything we are able to provide. In this case, the agent viewed the order and saw there was nothing further that could be provided to the customer. We would like to sincerely apologize for any inconvenience this may have caused and look forward to better serving this customer again in the future.

After receiving Revdex.com complaint number [redacted] we were able to review the order in question and the requested settlement has been provided.On November 25, 2015 the customer purchased a [redacted] gift card with a value of $300 for a purchase price of $249.09 which the customer paid for by...

credit card.The customer contacted Raise Member Services via email on February 13, 2016 expressing that the [redacted] gift card had a $0 balance when she went to use it in the Restaurant. Regrettably, our Member Services Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 3, 2016. This resolution included a full refund for the purchase price of $249.09 to the customer’s original payment source. We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times overall. We are pleased to have resolved this issue for the customer and look forward to serving them again in the future.

Revdex.com:
I requested a refund on December 6 and received a full refund on December 30. 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 the corresponding order number, we were able to review the...

order and offer a resolution to the customer.
The customer purchased a [redacted] eGift card on January 4, 2016 with a value of $1,000.00 for a purchase price of $940.00. On January 26, 2016 the customer contacted Raise Member Services and expressed to the serving agent that the gift card was not working when he attempted to make his purchase. The serving agent confirmed that there was an error message and that the order would have to be review by the Gift Card Support Team due to the high value of the purchase.
Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was attempted to be resolved after a dispute had already been filed on the order. When a dispute is filed, Raise can no longer directly refund the gift card but must work with the customer’s banking institution for the refund.
In this case, the information initially submitted to the banking institution by Raise had a discrepancy and the dispute was fought by Raise when it should have been accepted. We have been notified by our payment processor that the customer should have been refunded through their bank initially. Should the bank deny their dispute due to the information provided by Raise, as soon as the dispute has been resolved, we will process the refund directly through our payment processor.
We would like to extend our deepest apologies for any trouble any inconvenience that this has caused and will continue to work with the customer’s banking institution, and the customer, until his funds have been returned.

Revdex.com complaint
255);">[redacted] has been received and it was reviewed along with the order to which is corresponds. It does appear that the current resolution is warranted.
The customer contacted Raise Member Services on March 10, 2016 and expressed to the serving agent that order [redacted] had not been placed by her. Per Raise policy, the serving agent took down the necessary information and submitted the order for review to the Order Processing Team. The customer did contact Raise again a few days later and also told the next serving agents that this was her son’s credit card, but was not placed by him either.
After being reviewed by the Order Processing Team, it was established that a refund would not be granted for this order. While the customer did express that she did not place this order, the Order Processing Team has been able to confirm that this purchase was made with the same verified mobile device as the other two orders on her Raise account which she did confirm to be hers and authorized.
Raise does have a device verification policy where customers logging in on a mobile device for the first time and after a certain amount of time must follow steps to confirm the device using an SMS feature. The device that the customer used had been verified as hers.
As the Raise return policy does not cover buyer’s remorse and it has been confirmed that the order in question was placed on the customer’s verified mobile device, Raise is unable to offer a refund for this purchase.
While we appreciate the customer’s business, we are unfortunately unable to provide a refund for this Gap gift card that the customer has already been given access to.

We were able to further review your complaint as well as the iTunes card from order R243548573. After further review, we confirmed that Mr. [redacted] did call into our Member Services department for assistance with your iTunes gift card. The agent he spoke to was able to fix the card's code...

so you would be able to use it. Unfortunately, the email containing this code did not make it to the member, therefore he was still not able to use the gift card he purchased. After an additional email from Raise, we were able to resend the corrected iTunes code and Mr. [redacted] verified that he was able to use it. Additional compensation was given for the error on Raise's part. We sincerely appreciate Mr. [redacted]'s business and continued patience as we worked to correct this matter.

After receiving Revdex.com complaint number [redacted], we were able to review the order in question.
id="docs-internal-guid-8b4b58cb-1670-dee5-3655-38d3bf8355cd">The customer placed an order on Raise.com on April 8, 2016 for a [redacted] Steak House gift card with a value of $150.00 for a purchase price of $106.95, $101.06 after a weekend promotional code was applied. This order was canceled within ten minutes of the order being placed due to the transaction being placed internationally, and the member was notified via email immediately upon the transaction being canceled.
Raise currently does not transact outside of the United States, so someone with a United States credit card and billing address, even very close to the United States in Canada, is unable to place a successful order.
We do understand that this can be an inconvenience and apologize that the customer was not directed to his financial institution for further assistance with the pending charge. Once a purchase is placed on Raise and then canceled, the funds are returned to the customer’s payment source immediately from Raise, but the financial institutions do not always get the funds returned as quickly. This process can take up to 7 business days depending on the financial institution.
The full purchase price of $101.60 has been returned to the customer’s original payment source, and if they are still not seeing it will need to contact their financial institution as the funds have been fully released from Raise as of April 8, 2016.
We would sincerely like to apologize for the inconvenience that this has caused the customer and consider this issue resolved at this time.

After receiving Revdex.com complaint number [redacted], we were able to review the customer’s experience and would be happy to further clarify the situation.On March 10, 2017 the customer attempted to purchase multiple [redacted] Pharmacy gift cards from Raise.com. The customer contacted Raise.com and expressed to...

the supporting agent that there were cards being purchased from his cart before he could check out. The supporting agent informed the customer as a live member to member marketplace with fluctuating inventory and prices, this scenario was possible as cards are currently not locked into a customer’s cart when they are added. The call was then escalated to a supervisor, who reiterated the same information to the customer. The supervisor also informed the customer that he would reach out to our Engineering Team in hopes of having a feature in which the cart is locked for a certain length of time implemented soon. In addition, the supervisor assisted the customer in finding similar valued cards so the customer could complete their purchase. Unfortunately, those cards were also purchased before the customer could complete the checkout process. At this time, Raise does not have the capability to automatically replace any cards that are purchased before the customer has a chance to complete checkout due to the constantly fluctuating inventory.Raise.com does not deploy any type of bait and switch advertising. All gift cards that are listed on Raise are currently sold on a first come, first serve basis. As [redacted] Pharmacy is a popular brand, higher discounted gift cards may sell out quickly. Raise.com also has a feature called “Brand Alerts” in which an email is sent informing any customer who has both a specific brand at a certain percentage off set. This is all determined by the customer’s preference. The higher discounted cards will sell out within minutes of being posted because of this.We understand completely how this leads to a poor checkout experience and overall member experience. It is our goal to provide the best possible experience as possible and a timed checkout is something that is currently being tested and we hope to have this available in the newest version of the mobile app. Ultimately, we hope to have this implemented via the website as well. We would like to sincerely apologize to the customer for any inconvenience and frustration that this order experience has caused. We hope to better serve the customer in the near future with these new feature implementations and we would like to consider this issue resolved at this time. Any follow up emails can be sent to [redacted] and we’d be happy to answer any further comments.

After receiving the rejection to Revdex.com complaint response number [redacted], we again reviewed this order.We would like to apologize for the confusion as there was an error in the email and the amount reflected as only for one of the five gift cards. There was another email sent the following day expressing the correct full refund amount for the entire order of $524.25. At this time the full refund has been provided and we have again sent the email confirmation reflecting the correct and full refund amount. We would like to apologize sincerely for the confusion and consider this issue resolved.

Complete and total scam...from top to bottom. I sold a card on their website....for a good price...and after a hefty commission....they REFUSED to issue me my money. They then required all sorts of non-sense - AFTER they had already sold the item.

They STILL have yet to pay me MY money. I honestly believe that one of these days...im going to turn on the news...and find out the owners have gone to jail.

After receiving and reviewing complaint number
background-color: rgb(255, 255, 255);">[redacted] and the order number in question, it appears that the current resolution is warranted.
The customer purchased a Macy’s eGift card from Raise.com on April 25, 2015 with a value of $7.79 for a purchase price of $6.39. On January 20, 2016 the customer reached out to Raise Member Services over the phone as they were having trouble redeeming the gift card. As the order fell outside of the Raise 100 Day Guarantee the inquiry was escalated to the Gift Card Support Team.
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 March 5, 2016. As the order falls so far outside of the Raise 100 Day Guarantee the Gift Card Support Team determined that we are unable to provide a refund for this order.
All gift card balances are verified before being listed onto the marketplace and again before being processed into an order. The gift card in this order was verified as having the full and valid balance at least twice before being completed into the customer’s order. This gift card does show that the card status has now been deactivated, but this is a change made by the brand that did happen sometime after the initial balance checks that were made while listing the gift card on the marketplace and processing it into the order.
While there is no expiration on the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team. We would like to consider this issue resolved at this time and look forward to serving the customer again in the future.

After receiving Revdex.com complaint number [redacted] we were able to review the order in question, and it appears that the current resolution is warranted. Orders [redacted] and [redacted], were placed by the customer on Raise.com in January of 2015, about a year prior to inquiring, and orders [redacted]...

[redacted] were placed on Raise.com by the customer in April of 2015, about 9 months prior to the inquiry. The customer initially contacted Raise Member Services on January 14, 2016 inquiring about all of the aforementioned order numbers. At that time, all of the orders were sent to the Gift Card Support Team for further review as they all fell outside of the 100 day guarantee. The Gift Card Support Team has reached out via email to inform the member that because all of the orders fall so far outside of the Raise 100 Day Guarantee, no further action can be taken by Raise on any of the orders.While there is no expiration on the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase.We understand that the wait the customer incurred before hearing a response is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team.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. We look forward to serving this member again in the future.

After again reviewing Revdex.com complaint number [redacted], we are, unfortunately, unable to offer the customer the desired resolution.
Our Gift Card Support Team has further reviewed this order and has determined that these cards were indeed successfully redeemed therefore nullifying the Raise Guarantee for this specific order.
The sellers of these particular gift cards are trusted Raise partners and they have provided proof of purchase for these cards. For this reason, we cannot hold them responsible for these cards. We encourage the buyer to reach out to Apple for details on when these gift cards were redeemed. Any correspondence with the brand can be forwarded to [redacted] and we will quickly review and resolve.
We understand that this is an unfavorable situation and encourage them to relay any information the brand has given them.  Again, we would like to apologize to the customer for the trouble that has occurred due to this order.

After again reviewing Revdex.com complaint number [redacted] we are unfortunately unable to offer the customer a different resolution.
The 100 Day Money-Back Guarantee is in place to protect the customer’s purchase price, but much like a warranty, that is a strict time frame so we do encourage members to use the gift cards within that first 100 day period. While the gift cards themselves do not expire, Raise only guarantees the purchase price for the first 100 days. For that reason we encourage customers to use the gift card within that time frame, so that if an issue does occur, we are fully able to resolve the issue to the greatest extent.
When [redacted] changed their gift card policy and began to decline eGift/vouchers, in many cases, the money is still on the eGift/vouchers, but the merchant will not longer accept the currency. As the order is so far outside of the Raise Guarantee, we are unable to reach out to the seller for the physical gift cards.
For this and the inconvenience it has caused, we would like to sincerely apologize. At this time we would like to consider the issue resolved.