Raise Marketplace Inc

After receiving and reviewing Revdex.com complaint [redacted] and the corresponding order numbers, we were able to review the orders and the customer’s account. The customer purchased two [redacted] gift cards from Raise.com in February and contacted Raise Member Services in April and May regarding these...

orders. On May 2, 2016, the customer spoke with a supervisor regarding these two orders. The customer confirmed that both of the gift cards were successfully redeemed for the intended merchandise from [redacted] and the merchandise has been received. At this time, the customer’s [redacted] account is also fully active.The supervisor offered the customer to have all of the physical gift cards that she purchased, and have gone unused within the 100 day guarantee period, refunded once they are returned to the Raise office. The one eGift card that the member had unused within the 100 day guarantee period is in the process of being relisted onto the marketplace and will be refunded once it has sold on the marketplace.Raise does not normally offer returns on valid gift cards, but we understand that the customer had an unfortunate experience so the supervisor extended the courtesy of having all of these aforementioned gift cards refunded. We would like to extend our sincerest apologies for the experience this customer has had with [redacted] and are going to continue to work with the customer until all of the offered refunds have been processed. We would like to consider the issue resolved at this time.

After receiving Revdex.com complaint number [redacted] we were able to...

review the order in question.
On November 12, 2016, (Raise Order Number [redacted]) the customer placed an order for 10 Apple gift cards each with a value of $50.00.
The customer contacted Raise via live chat on November 21, 2016 stating that there were three cards in this order that were not working properly, as well as four other cards in a separate order placed on November 11, 2016. (Raise Order Number [redacted]) The serving agent then requested a screenshot of the error message the customer was receiving when attempting to redeem these 7 cards. As Raise was able to verify the full active balance on all 7 cards, we needed correspondence from the brand as to why the cards were not working properly.
The customer sent a screenshot of the canceled order from Apple on November 23, 2016. Unfortunately, based on this screenshot, we were unable to determine that the cards were the issue as to why the order was canceled. Raise reached back out via email on November 28, 2016 asking for more information from the brand as well as an additional screenshot showing that the cards were the issue with the order. The reasoning for this was, as stated under the Delivery & Redemption details for Apple gift cards on Raise, only eight gift cards may be used per order. By purchasing through Raise, the customer agrees to Raise’s Terms and Conditions, and by redeeming the cards through Apple, the customer agrees to that brand’s Terms & Conditions as well.
We are more than happy to continue working with the customer in resolving this issue and look forward to hearing back from them with the appropriate information. We are happy to answer any further questions that the customer may have via email.Tell us why here...

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

the current resolution is warranted.
The customer made a purchase on Raise.com for a [redacted] gift card with a balance of $75.00 and a purchase price of $69.40. On March 14, 2016 the customer contacted Raise Member Services via email that the gift card no longer held the correct balance. The serving agent responded on March 16, 2016 and expressed that the order was outside of the 100 Day Money-Back Guarantee Period.
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.
As a member to member marketplace, the information of our buyers and sellers is confidential and we are unable to provide information pertaining to the seller of the gift card to the customer. Of course, our Seller Support Team will do their due diligence to ensure that the necessary steps are taken with this seller.
We would like to offer our sincerest apologies as this order falls so far outside of the Raise Guarantee that we are unable to provide further action on this order. We would like to consider this issue resolved at this time and look forward to better serving the customer again in the future.

After receiving Revdex.com complaint number [redacted] we were able to review the order in question.
id="docs-internal-guid-c0b318b2-bc10-bbca-95a8-b83cd6dd7cee">On April 20, 2016 the customer purchased a [redacted] gift card from Raise.com with a value of $100.00 and a purchase price of $80.00 for which $75.00 total was paid after Raise rewards were used on the purchase.
As the customer used a prepaid card to make the purchase, a check refund was requested. The check was sent to the customer on June 8, 2016. The check may have met a hold up in the post office, as the check was issued by Raise on the previously mentioned date. We understand that this can be an inconvenience, but a check has a 45 day holding period where it cannot be canceled without extended fees for the customer.
This check having been issued on June 8, 2016 will be voided on July 23, 2016, at which time a new check can be issued to the customer. We will follow up with the customer so that she does not need to take any further steps as we understand that this has already been an inconvenience.
We would like to sincerely apologize for the inconvenience and look forwarding to better serving this customer again in the future.

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer the requested solution to the customer.On July 19, 2016 the customer placed an order on Raise.com for multiple [redacted] (In Store Only) cards. These cards all contained different values and purchase prices,...

and were coming from multiple sellers. Sellers are given three business days to ship out a gift card and the cards are given 14 business days to arrive. In this case, three of the gift cards did not show tracking details after the allotted shipment date. The seller confirmed that these gift cards were shipped, while the tracking details still did not reflect this information. The customer contacted Raise Member Services on July 28, 2016 and expressed to the serving agent through the chat feature, that the gift cards had not arrived and there was no tracking. As the seller had confirmed the gift cards were in the mail, the serving agent informed the customer that we need to wait the full 14 days before a refund can be processed. This is because tracking details do not always reflect information accurately, and the seller had confirmed that the gift cards were on their way.At this time, the 14 days from the purchase date have passed and the customer has been refunded for the three gift cards that did not arrive. We understand that this process has been an inconvenience and are working to make improvements to all physical gift card purchases and policies.We would like to offer our sincerest apologies to the customer and look forward to better serving him in the future.

After receiving Revdex.com complaint number [redacted], we were able to review the order in question. On August 8th, 2015, the customer placed an order on Raise.com for six [redacted]d eGift cards. The gift cards in question were each purchased with a value of $25 for a purchase price of $21.68 which the...

customer paid for by credit card. The customer contacted Raise Member Services on February 12th, 2016 via phone call and expressed the the two gift cards in question then had a $0 balance without having been used by the customer. The member shortly after received confirmation via email that the order could not have any further action taken as it falls too far outside of the 100 Day Guarantee. While there is no expiration on the the gift cards, the Raise 100 Day Guarantee does only guarantee the purchase price 100% for the first 100 days after the date of purchase. We appreciate the customer’s business and understand that while the 100 Day Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be an inconvenience and offered the member a promotional code for $5 off an order of $50 or more. 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 guarantee and apologize for any inconvenience.

After receiving Revdex.com complaint number [redacted] we were able to review the orders in question. The customer placed four orders on Raise.com on February 15, 2016. Each order contained at least two [redacted] eGift vouchers. On February 23, 2016 the customer contacted Raise Member Services and relayed to...

the serving agent that all of the cards in three orders no longer contained the expected value. The customer again contacted Raise Member Services about another order that was not working on February 25, 2016. Both serving agents relayed to the customer that the orders would have to be escalated to the Gift Card Support Team due to the high value of the gift cards. Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and, as mentioned by the customer, a dispute was filed on two out of the four orders. The two orders that were disputed have been resolved in favor of the customer and the refund of $2562.60 that they are receiving will come through their banking institution. In regards to the orders that were not disputed, we have issued a refund for one of the orders and are continuing to work with the brand to come to a resolution for the customer for the order with the purchase price of $1950.00. To complete our conversation with the brand, we have reached out to the customer and will need a response from them before we can get this expedited and completed. 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 sincerely apologize for any inconvenience this has caused for the customer and will continue to work with the customer and the brand until the only outstanding order has been resolved.

After again interacting with Revdex.com complaint number [redacted], we would like to confirm that shipment of the new check to the customer.Unfortunately, further verification was needed on the side of our Financial Team, and the release of the new check took longer than expected. The new check number being sent to the customer is [redacted] and the [redacted] tracking number for the certified mail is [redacted]
We greatly appreciate the customer’s patience and understanding as this was resolved, and would like to consider the issue resolved at this time.

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 reviewing Revdex.com complaint number [redacted] for a third time, we are still unable to provide the customer with a different resolution per the Raise Guarantee.Gift cards sold on the Raise Marketplace do not expire. While this is true, the Raise Guarantee, through which we cover any issues that may arise with the gift card, does lapse after 100 days from the purchase date.  We do understand that there is confusion here for some Raise members and are currently making changes to clarify this user facing information.The Raise Guarantee is in place to protect the buyer’s purchase for the first 100 days after the purchase date. This is the reason that we do encourage customers to utilize the gift card within the first 100 days from the purchase date - in the case that any issue does arise, we are able to fully cover the purchase price. We do have a Seller Support Team in the office that deals directly with all seller issues. While there is a similar 100 day time frame regarding sellers, after that time frame they are still subject to fees as well as potential removal from the marketplace after research has been done regarding any orders that have had issues. As a member to member marketplace, at this time, Raise is also a seller anonymous marketplace. When buyers and sellers alike agree to the Raise terms and conditions, they agree to sellers being kept anonymous through the marketplace. As this is an agreement made through the Raise terms and conditions, we are unable to give out the personal information of a seller to a buyer. We would also like to offer the customer a $50 Raise Rewards credit to use toward a future purchase. As the order is so far outside of the Raise Guarantee, we will be unable to provide a refund or replacement card, but we do hope that the customer will accept this credit. The credit will be placed into the customer’s account and will automatically apply to the next purchase made through Raise. At this time we would again like to apologize to the customer for this inconvenience and look forward to serving them again in the future.

After receiving and reviewing Revdex.com rejection response for complaint number [redacted] we are, unfortunately, unable to offer the customer a different resolution.
While this is a different circumstance than the usual with a gift card marketplace, the Raise 100 Day Guarantee is in place for the first 100 days from the date of purchase. After that time, Raise cannot offer further action in the same way we would within the first 100 days. In this specific case, the order purchased on August 10, 2015 fell outside of the guarantee period as of November 18, 2015. [redacted] did not change their policy until after the new year in 2016.
The eGift/voucher in the Raise wallet did change to appear as physical as that overall product source was changed by our Development Team, so it looks different in the wallet. At this time, the product source has been changed back for this specific gift card and the customer again has access to the card number.
This eGift/voucher was delivered on August 10, 2015 as a merchandise credit, which has not been changed, the only change that was made is in regards to [redacted] policy and how they accept the cards, which, unfortunately, Raise does not control.
We would again like to apologize for any inconvenience this may have caused and look forward to serving this customer again in the future.

After receiving reviewing Revdex.com complaint number [redacted] , we are, unfortunately, unable to offer the customer a different resolution.On November 19, 2016 the customer purchased a $300 Loft gift card for a purchase price of $252. The customer used a first time user promo code that was good for $5 off...

their first purchase of $75 or more. The final purchase price of this gift card was $247, which was charged to the customer’s [redacted] ending in [redacted]. This was an [redacted] card which was delivered instantly to both the customer’s Raise account, and to the email address on file with the Raise account. As with all cards listed on Raise, the gift card was verified twice, 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 on March 10, 2018 claiming that the card was not working as intended. The customer informed the supporting agent that the card was invalid and did not show a balance. The supporting agent sent this card to be checked by our Trust & Safety team, and the card did show as invalid. The agent informed the customer that the card was outside of policy, and unfortunately, Raise was not able to provide a refund. Due to the time that had passed since the order was originally placed, this order was no longer covered under our 1 Year Money-Back Guarantee (https://www.raise.com/guarantee). This call was escalated to a supporting supervisor, who informed the customer of the same information as the agent. The supervisor provided the customer with $25 in Raise Rewards as an extension of our apology for this experience.At the time this card was purchased, Raise had a 100-Day Money-Back Guarantee. This was changed to a full 1 Year Money-Back Guarantee in January of 2017. Even after applying both of these time-frames to the initial order, and to the first time the customer contacted Raise, the order still fell outside of the Guarantee. Our 1 Year Money-Back Guarantee is featured on our main homepage, the brand listing page, the customer’s cart page, and on the bottom of every page under “Support”. Unfortunately, due to the amount of time that has passed since this order was placed, Raise will not be able to offer a full purchase price refund for this card. However, we would like to offer the customer with an additional $25 in Raise Rewards that can be used at their earliest convenience. Although this is not the full purchase price, we would still like to provide the customer with this credit in hopes of resolving this issue. We will continue to review the order, and will follow-up with the seller to find out more information about this card, and what caused this card to be invalid. At this time, we would like to consider this issue resolved under our 1 Year Money-Back Guarantee. The customer currently has $50 in Raise Rewards available in their account that can be used at their earliest convenience. 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 are also happy to answer any additional questions the customer may have via email at [redacted]@raise.com.

After receiving and further reviewing Revdex.com complaint number [redacted] , we are able to offer the customer a resolution. On September 15, 2015, the customer purchased a AMC Theatres gift card valued at $25. The purchase price for this card was $18.70, and the customer used $5 in Raise Rewards to bring...

the final purchase price down to $13.70. As with all cards that are sold on Raise, it was verified twice, once at the initial listing and once at the time of purchase to ensure the card showed a full and valid balance. The customer first contacted Raise Member Services on February 1, 2016 and requested a refund. After sending the card over to our Trust & Safety team for further review, they were able to verify that the card had a full and active balance of $25.00. Because the card still had the full active balance, the supporting agent informed the member that a refund was not possible. The agent encouraged the customer to try using the card again, as there was nothing wrong with the card at that time.The customer contacted Raise Member Services for the second time on March 12, 2018 via the live chat feature. The customer informed the supporting agent that they attempted to redeem the card again but was denied by the brand. Unfortunately, the supporting agent informed the customer that a refund was not possible at this due to the amount of time that has passed since the order was originally placed. This order fell outside of our 1 Year Money-Back Guarantee and was not eligible to be refunded. The supporting agent provided the customer with $15 in Raise Rewards as an extension of our apology. After taking a closer look at the customer’s account, and the card that the customer purchased, we will be able to provide the customer with a full purchase price refund as a one time courtesy. The brand no longer accepts this type of card, which is why the customer was experiencing troubles. We’d like to sincerely apologize to the customer for the troubles this has caused, as well as the time it took for this issue to be resolved. The $15 in rewards has been removed from the customer’s account, and a full purchase price refund of $13.70 has been credited back to the customer’s original payment method. A confirmation email from our Member Services team has also been sent.At this time, we would like to consider this issue resolved as the customer has been provided with a one time courtesy outside of policy refund. The amount of $13.70 has been returned the customer’s original payment method, and a confirmation email has been sent as well. We will continue to review this card and we have already updated our systems to no longer accept these types of cards. Security is our top priority, and we will continue to ensure that Raise policy is adhered to and properly communicated. If the customer has any additional questions, we can be reached via email at [redacted]@raise.com.

We were able to further review Revdex.com complaint number [redacted] as well as the Raise order in question....


On January 7, 2016, the customer contacted Raise Member Services about an [redacted] Theatres gift card that was purchased on September 19, 2015. She informed us that when she tried to use the gift card, she found that there was a zero balance.
Because the order was outside our 100 Day Guarantee, the order had to be sent to our Gift Card Support Team for further review. She would then be refunded if they were able to determine that the card’s funds varied within the first 100 days. Unfortunately our Gift Card Support Team was unable to reply in a timely manner.
On February 17, our Gift Card Support Team was able to determine that the issue occurred within the first 100 days of the order. At this time, a full refund was processed and therefore $72.45 was credited back to her original payment source.
We sincerely apologize for the delay in resolving this issue and are currently working to minimize our response time to an acceptable level. We hope to be able to serve her again in the future.

This company can shaft you without recourse. My wife purchased 6 large [redacted] gift cards. When she went to use them at Walmart the value for all 6 was $0.00. She went through Raise procedure for refund and two were refunded. The other 4 were not: "our gift card review/investigation believes they were used by you" They will not refund the amount....almost $4000.00. DO NOT believe their statement that you have 100 days. The cards were bought and used within 2 days. They claim that they check them before they email and that they were good when they sent them so she must have used them. They were $0 when she went to use them

Complaint: [redacted]
I am rejecting this response because:
Good news is that I have found my money back with the help of Sephora and Gift Card Center.  That's because of a technical error within Sephora and Gift Card Center.
Even I got my money back. I am still unsatisfied with Raise's service. If you told me all the transactions are with the same address, I will figure out what's going on soon. No response, No further explanation, TERRIBLE service!  
BTW: My address is in TX!!!!!! Not Florida !!
Sincerely,
[redacted]

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer the requested solution...

to the customer.
On July 19, 2016 the customer placed an order on Raise.com for multiple [redacted] (In Store Only) cards. These cards all contained different values and purchase prices, and were coming from multiple sellers. Sellers are given three business days to ship out a gift card and the cards are given 14 business days to arrive. In this case, three of the gift cards did not show tracking details after the allotted shipment date. The seller confirmed that these gift cards were shipped, while the tracking details still did not reflect this information.
The customer contacted Raise Member Services on July 28, 2016 and expressed to the serving agent through the chat feature, that the gift cards had not arrived and there was no tracking. As the seller had confirmed the gift cards were in the mail, the serving agent informed the customer that we need to wait the full 14 days before a refund can be processed. This is because tracking details do not always reflect information accurately, and the seller had confirmed that the gift cards were on their way.
At this time, the 14 days from the purchase date have passed and the customer has been refunded for the three gift cards that did not arrive. We understand that this process has been an inconvenience and are working to make improvements to all physical gift card purchases and policies.
We would like to offer our sincerest apologies to the customer and look forward to better serving him in the future.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted. The customer purchased a [redacted] eGift/voucher gift card from Raise.com on August 10, 2015. The gift card was valued at $226.24 for a purchase price of...

$205.65 In the order were also three other gift cards of varying brands.On February 14, 2016 the customer contacted Raise Member Services and informed the serving agent that the gift card was not working in store. At that time, the serving agent informed the customer of the recent change in [redacted] policy, that they no longer accept eGift/vouchers for merchandise credits. The agent reached out to the sellers, although the order did already fall outside of the guarantee period, to see if the physical gift cards could be obtained for the customer.All of the customer’s affected by the [redacted] policy change, that had orders within the 100 day guarantee period at the time, were notified and sent the physical cards when they could reasonably be obtained from the sellers. The seller of this customer’s physical gift card did not have the card, as sellers also have a similar guarantee to the buyer guarantee, and the order was then escalated to the Gift Card Support Team because the order was outside of the 100 day guarantee period. Regrettably, our Gift Card Support Team was unable to respond in a timely fashion. The customer was notified, upon contacting Raise again, that the order could not be refunded due to the amount of time that had passed since the guarantee period had ended. 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 would like to apologize for the length of time it took for this issue to be resolved and any inconvenience this may have caused. We feel that this issue has been resolved in accordance with the Raise guarantee and would like to consider it resolved at this time.

After receiving Revdex.com complaint [redacted] we are able to offer the customer a solution.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.

After receiving Revdex.com complaint number [redacted] we again reviewed the order and are, unfortunately, unable offer a different resolution.
At this time, Raise has fully refunded the purchase to the customer and confirmed that the transaction returned to the customer’s account was successful.
When the customer contacted Raise the first time on April 8, 2016, before placing his order, he did ask questions about using Raise gift cards outside of the United States, at which time, the serving agent did answer all of the customer’s questions. While Raise does express that we are unable to process transactions outside of the United States, we understand that this specific instance was unfortunate.
We would like to apologize for any confusion or inconvenience this may have caused and consider the issue resolved at this time.