Raise Marketplace Inc

After receiving Revdex.com complaint
rgb(255, 255, 255);">***, we have reviewed the complaint and order, and have offered the customer a solutionThe customer purchased a Cigars International gift card from Raise.com on February 14, for a value of $at a purchase price of $The customer contacted Raise Member Services on February 17, expressing that the gift card was not workingAt this time the order was escalated to the Gift Card Support Team due to the gift card brandSome brands are reviewed by the Gift Card Support Team before further action can be takenCurrently, the Gift Card Support Team does have a 10-business day response timeRegrettably, even beyond that time frame they were unable to respond to the customer in a timely mannerThe Gift Card Support Team was able to get in contact with the brand, Cigars International, and were able to determine that it was an error on their part, that the gift card was not acceptedOnce this information was obtained from the brand, we reached out to the customer to confirm if he would like the refund or the credit back to his Cigars International account that was offered through us to the customer
The customer did reach back out to us via phone on March 21, and, with his response, we were able to refund him for the full purchase price of the gift card
We would like to sincerely apologize for the trouble regarding this order and hope that we have the opportunity to serve this member again in the future

After again reviewing Revdex.com complaint number *** we are, unfortunately, unable to provide the customer with a different resolution.The order for this *** gift card fell outside of the Raise Guarantee as of April 28, 2016; unfortunately outside of the Day Money-Back Guarantee, we are unable to take further action on an orderWe do understand that this is an unfavorable situation and this is the reason the $Raise Rewards credit was offered to the customerWe do not want to fault the customer, but like with any guarantee, there is a strict time frameBeyond the 100th day from the date of purchase we are unable to provide a refund or replacement cardAs a member to member marketplace, the gift cards are purchased across the platform from other customersThis being the case, the gift cards are previously ownedThis is the reason there is the Raise Guarantee to protect the customer’s purchase price for the first days from the date of purchase.For this inconvenience we would like to sincerely apologize, and would like to consider the issue resolved at this time

After receiving and further reviewing Revdex.com complaint number *** , we are, unfortunately, unable to offer the customer a different resolutionWe would be more than happy to clarify and address the concerns the customer still has.The refund was officially submitted on our end on March 22, Depending on the processing time of the customer’s bank, the refund may take 3-business days to process and appear on their statement.As previously mentioned, we are a member to member marketplace for buying and selling gift cardsSome of these cards may have been previously owned, or even partially usedWe never allow a card on the marketplace unless we can verify that the card has the value in which it’s listed, and it’s eligible to be redeemed with no troublesOur Trust & Safety team verifies the balance of the card as soon as it’s listed, and then once more before the order officially processes.For this brand, we have specific redemption instructions in order to best protect our customersAs we have stated, we advise members not to merge these cards with their personal *** account as a precautionary instructionRaise can no longer look into gift card details and information once a card has been transferred to an existing *** accountThe gift card was purchased to be used as an egift/voucher, which can be redeemed with the Raise app or through the printable voucher, and that is what the customer received.At this time, we would like to consider this issue resolved as the 3-day timeframe has passed, and the customer has the desired resolution of a refund in the amount of $back to their original payment methodIf the customer does not view this refnd, we advise them to either contact their bank or send us an email to ***@raise.comWe believe this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenienceWe hope to better serve the customer in the future

After receiving Revdex.com complaint *** and reviewing the order in question, it seems that the desired resolution has been provided to the customerThe customer purchased a *** gift card from Raise.com on January 11, with a value of $and a purchase price of $Raise Member
Services was contacted by the customer on February 27, to express that the gift card held a $balance, at which time the order was escalated to the Gift Card Support Team.Regrettably, the Gift Card Support Team could not respond in a timely manner and the customer contacted Raise Member Serviced again on March 23, At that time, the serving agent requested that the customer return the gift card to the Raise office before the refund could be issuedThe gift card arrived in the office on April 3, and the refund for the gift card was completed in the amount of $on April 4, It may take up to business days for the refund amount to be reflected on the customer’s original payment source.We would like to sincerely apologize for the delay in the customer’s refund, and are overall glad that we were able to get this resolvedWe look forward to serving this customer again in the future

Complaint: ***
I am rejecting this response because: the representative that I spoke to said that the refund was denied because they had no record of the charge being made on that credit card This response from the company is completely opposite of that and claims that there was a charge made and that it was a valid charge from a valid IP address If that is the case then what was the item that was purchased and to what account was this made and under what name? None of this information was provided when I talked with the representative which should have been shared with me if the company believed that I had made this purchase
Sincerely,
*** ***

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted.On November 8, the customer placed an order for two ***’s gift cards, one with a balance of $and the other with a balance of $The customer
then contacted Raise Member Services on July 9, to express that the gift cards did not work at the restaurantAt that time, the serving agent expressed to the customer that the gift cards fell so far outside of the Day Guarantee that no further action could be taken on the orderWhile there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseAs this order was brought to the attention of the Raise team outside of that period, we are unfortunately, unable to provide the customer with a replacement for these gift cards.Within the phone communication between the agent and the customer, the customer was also offered a Raise Credit of $to use towards the next order on RaiseThis credit is currently in the customer’s account to use at their convenienceThis is the only gift card issue outside of the Raise Guarantee that the customer has contacted Raise regarding, and if there is anything else they would like to have us look into, even outside of the guarantee period, we would be happy to do soThe customer can contact Raise by calling in or reaching out via email to ***We would like to sincerely apologize for the inconvenience and look forward to better serving the customer again in the future

After receiving Revdex.com complaint number ***, we were able to review the customer’s account and offer a solution to the customer.On February 7, 2018, the customer listed a *** *** *** gift card for sale on RaiseThis card was valued at $and was listed, by the customer, for a purchase price
of $After taking into account the 12% commission that Raise applies to every sale, the customer received $for this card.This card was verified by our Trust & Safety team and officially went live that same day, February 7, The card sold in Raise Order *** the next day, February 8, and the funds were available to request via the customer’s Raise accountThe customer requested the full amount of $via ACH Direct DepositThe timeframe for the funds to transfer to the customer’s account is 2-business daysThere is an email confirmation that is also sent to the customer’s email address informing them of this time-frameBased on this time-frame, the customer was set to receive the funds on either February or February 13, 2018, depending on the bank.The customer contacted Raise Member Services on February 8, 2018, informing the supporting agent that they were not aware of the processing time and requested to have their ACH information removed from the accountThe supporting agent informed the customer that Raise would be able to remove that information, only after the funds had officially been transferred.On February 12, 2018, the customer contacted Raise once more via live chatThe customer had received the withdrawal receipt via email that morning after the funds were officially transferred at 10:AMThe email states that the funds would be processed within business days, which falls under our 2-business day time-frameThe customer requested to speak to a supervisor after chatting in again, and a supporting supervisor called the customer to help address this issue.The supporting supervisor relayed to the customer that the funds had been transferred at 10:AM on February 12, Depending on the bank, the funds would either appear that day or by the end of the business day on February 13, At this time, we would like to consider this issue resolved as the full amount of $has officially been transferred to the customer’s bankWe’ll be sure to pass this feedback along to the appropriate parties, as we work hard to ensure the customer has all the information necessary before buying or selling a cardWe hope to better serve this customer in the future, and any further questions or concerns can be sent via email to ***@raise.com

After again reviewing Revdex.com complaint number ***, we are sorry that we are unable to provide the customer with an immediate resolution.We have confirmed that the check was sent out, and apologize that we are unable to provide the check number as this is information that is held by our Financial Team and not distributed to other teamsWe will gladly reach out to the customer on the date that we are able to reissue the check and have it taken care of for the customerIf the check had not been sent out there would be no waiting process, but as it has, we do need to wait until July 23, when the check will go void and the check can then be reissuedOur sincerest apologies go out to the customer regarding this check, and we will gladly follow up with her to confirm that this is all resolved

After receiving and reviewing Revdex.com complaint number *** it appears that the current resolution is
warrantedThroughout the months of July and August of this year, the customer collectively listed four different eGift cards onto the Raise marketplaceGift cards were listed by the customer on July 31, August 10, August 18, and August On August 1, after the customer had listed the first gift card, the Seller Support team here at Raise reached out to the customer with a seller questionnaire asking for information regarding how the seller had obtained the gift cards and some information about themAt this time, the seller was not asked to produce any documents, only answer the questions in the emailAfter the customer listed the remaining three gift cards, the questionnaire had remained unanswered, so on August 21, the Seller Support Team sent the email to the customer a second timeAs the email remained unanswered after another hours, the Seller Support Team was forced to cancel the requested paymentAfter the payment was canceled, the customer emailed back, still without answers to the questions, but informing the team that she would use the gift cards because her payment had been canceledAs this would be a breach in the contract that the customer entered when she acreed to the Raise Terms and Conditions and sold the gift cards on the marketplace, the Seller Support Team put a hold on the customer’s account
In order to receive payment for these gift cards, the customer will need to respond to the questionnaire, and we will also be reaching out to the buyers to confirm that the gift cards were successfully redeemed by them and not the sellerOnce these two items have been completed, the customer will be then be able to request payment again
The customer can reach back out to the Seller Support Team or reach back out to us at *** if there are any further questionsAt this time, we would like to consider the issue resolved

After receiving Revdex.com complaint *** we were able to review order number *** and provide a resolution for the customer.On November 14th, 2015, the customer placed an order on Raise.com for seven *** * *** *** gift cards These gift cards were shipped via *** directly by
seven individual sellers The gift card in question had a value of $for which the customer paid $with a credit card.As stated during checkout and throughout the Raise website, physical gift cards should be delivered in 3-business days Should tracking information be available for a delivery, the order is covered by our 100-Day Guarantee if the card is not received within days from the date of purchase In these cases, we ask that the customer reaches out to us to inform us that they did not receive their order in the mail after the days.The customer emailed Raise Member Services numerous times in regards to the card he had not yet received, starting on November 20th We were able to confirm that the seller of this specific card has shipped the card, and was enroute to the customer On November 29th, the customer was informed of our day policyThis policy is in place to ensure that the card has enough time to be returned to our office if it was unable to be delivered by *** The gift card would be refunded on December 14th if it had not reached the customer by that day The customer followed up with Raise Member Services via email on December 26th, requesting a refund for the gift card that was not received Regrettably, our Member Services Team was unable to respond in a timely fashion.The customer was contacted by an agent on January 4th, regarding his refund for the *** * *** gift card At this time we were able to determine that the gift card had been lost in the mail The credit card originally charged for this order was refunded the full purchase price of $for the gift card As this issue is completely covered by the Raise Day Guarantee, we were happy to provide a solution for a card not received within days.We understand that it is not acceptable for a customer to wait weeks to be refunded after the required days for a gift card lost in the mail We are actively working to bring our response time back down to standards found more acceptableWe apologize for the inconvenience and would like to encourage the customer to give us a call at *** should there be any issues or questions that need immediate resolution in the futureOverall, we are pleased to have resolved this issue for the customer and look forward to serving him again in the future

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

After receiving Revdex.com complaint number *** we were able to review the order in question and offer a solution to the customer.On September 28, 2017, the customer purchased a *** Bagels gift card valued at $for a purchase price of $This was an egift/voucher that would be
delivered electronically to the customer’s email and Raise account.The customer contacted Raise later that day via the “Report a Card Problem” feature in the customer’s accountA supporting agent from our Member Services team responded a few hours later with some questions regarding the card and to gather more details as to why the card was not working properlyThe customer informed the agent that the card was showing up as invalid when attempting to redeem in-storeAs the card was just purchased that day, this request was being sent to our Gift Card Support TeamTypically, this review will take anywhere between 7-business days.On October 3, 2017, our Gift Card Support Team reached back out via email informing the customer that a refund was unable to be granted due to the card showing a full valid balanceOur Year Money-Back Guarantee is in place to protect a customer’s purchase price if a card that is purchased is showing as invalid or showing an inaccurate balanceUnfortunately, as the card was still showing a full active balance, the card was not eligible to be refundedThe customer was encouraged to try it again as the brand confirmed the card was working as intendedWe understand how frustrating this experience has been and we would like to apologize to the customer for the time lost while attempting to resolve this issueAs a courtesy to the customer, we will be able to provide an exception to our Guarantee and provide the customer with a refund for this card that was not able to be redeemedThe customer will be refunded for the full $and an email will be sent as confirmation.At this time, we would like to consider this issue resolved as the customer has received a refund which should appear on the customer’s statement in 3-business daysWe once more would like to apologize for the troubles this has caused and we hope to better serve the customer in the futureWe will continue to ensure that Raise policy is adhered to and properly communicatedAny other questions or comments surrounding this experience can be sent via email to ***@raise.com

After again reviewing Revdex.com complaint number *** we are, unfortunately, unable to provide the customer with a different resolutionThe order for this *** gift card fell outside of the Raise Guarantee as of April 28, 2016; unfortunately outside of the Day Money-Back Guarantee, we are unable to take further action on an orderWe do understand that this is an unfavorable situation and this is the reason the $Raise Rewards credit was offered to the customer
We do not want to fault the customer, but like with any guarantee, there is a strict time frameBeyond the 100th day from the date of purchase we are unable to provide a refund or replacement card
As a member to member marketplace, the gift cards are purchased across the platform from other customersThis being the case, the gift cards are previously ownedThis is the reason there is the Raise Guarantee to protect the customer’s purchase price for the first days from the date of purchaseFor this inconvenience we would like to sincerely apologize, and would like to consider the issue resolved at this time

We were able to further review complaint number *** as well as the customer’s Raise order.The order *** was placed on December 10, and contained one *** gift card valued at $2,On January 12, the customer called our Member Services Team regarding this gift cardThe
brand had told him that the gift card could not be used at the store due to a change in *** policyThe agent then started the refund process for this orderHowever, due to the high value of the card, it had to be sent to our Refund Team for further review.Unfortunately, our Refund Team was unable to reach a resolution within the 2-business days mentioned in the agent’s emailThe customer continued to contact our Member Services Team for updates regarding his refund.On January 20, 2016, our Refund Team was able to confirm this *** gift card could not be used as promised and therefore issued a full refund to the customer’s initial payment source.We sincerely apologize that this issue was not resolved more quickly for the customer and we are actively working to minimize any response time so as to better serve our membersShould the customer have any other questions, we encourage him to contact us at *** so we can quickly assist himWe look forward to helping in any way we can

After receiving Revdex.com complaint number *** we were able to review the customer’s experience and offer the desired resolution.On September 24, 2017, the customer intended to send a referral link to a friend via emailWhen referring friends via desktop, the customer has an option to upload
contacts using either their *** ** *** contact listOur Engineering team reviewed the details of the email sends and found that the customer had uploaded an entire contact listWhen a contact list is uploaded, all contacts are automatically selected to receive the referral emailIt appears the customer inadvertently clicked on “Send Invitations” with all of his contacts still checkedThus, there were referral emails that were sent to his contact list.On October 20, 2017, a newsletter was sent to Raise’s entire email baseDuring this time we were in the process of migrating email service providersUnfortunately, the wrong list was used for our Friday newsletter, which led to the referral recipients getting the newsletter Again, the error has been identified and we have since corrected this mistakeWe would like to sincerely apologize to the customer for this inconvenienceAll of the customer’s contacts have been removed from our email list and will no longer be receiving emails from RaiseIn addition, the customer’s account has also been deactivated, per his request.These emails are no longer stored in our system and Raise never sends promotional emails without the consent and agreement from the recipientsIn addition, our Legal team has also reached out to the customer via email further explaining how this occurred, and what we have done to correct this mistakeAt this time, we would like to consider this issue resolved and sincerely apologize once more to the customer for this experience Any other questions or concerns can be sent via email to ***@raise.com

After again reviewing Revdex.com complaint number ***, the current resolution is still warrantedThe Seller Support Team is, again, not asking the customer to produce any of these documents, only to respond and directly answer each of the questions that have been posed to herThe four questions are as follows:
Do you have receipts for these gift cards?
Do you have the physical cards or just the electronic codes?
How did you receive the cards you listed?
Do you plan on listing more with us in the future?
Once these questions have been answered, the Seller Support Team will be happy to reinstate the customer’s account and make payment options available to her againThe Raise Terms and Conditions under heading section E explain that ,”No Sale Transaction is complete, and Raise will not facilitate the payment of funds to a Seller for a Sale Transaction, until Raise verifies (i) the balance on all Gift Card(s) associated with such Sale Transaction (to the extent possible), (ii) other details related to the Gift Card(s) sold, (iii) the Buyer of the Gift Card(s) in the Sale Transaction and (iv) the Seller of the Gift Card(s).”
For this reason, we ask that the customer please answer the questions by either responding to the email that was originally sent to her by the Seller Support Team, or emailing the responses to us at ***
We look forward to hearing from the customer and getting this resolved for her

After receiving and reviewing Revdex.com complaint number
background-">*** and the corresponding order number, it appears that the current resolution is warrantedOn December 17, the customer purchased a *** *** gift card with a value of $and a purchase price of $from Raise.comThe customer contacted Raise Member Services on July 5, and expressed to the serving agent that the gift card had been given as a gift and was not accepted when redeeming in the restaurantAt this time the customer was notified by the serving agent that no further action could be taken on the order as it fell outside of the Day Money-Back GuaranteeWhile there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseWe understand that this is an unfavorable situation for the customer and would like to offer our sincerest apologiesThe Member Services Team did also offer the customer a credit of $to be placed in the customer’s Raise account as recompense
The Raise Guarantee is in place to protect the customer’s purchase price for the first days after the date of purchaseAfter that date, we are happy to look into the gift card but cannot guarantee a refund in the same way we would within first daysIn this case, the Raise Guarantee for this order, unfortunately, lapsed as of March 26,
We would again like to apologize for this inconvenience and look forward to better serving the customer again in the future

After receiving the Revdex.com complaint number *** response, we have again reviewed the corresponding order number and are, unfortunately, unable to offer the customer a different resolution
The Raise Guarantee is not printed on all eGift/vouchers because it is presented and linked on all order receipts from Raise.comThe Raise Guarantee is also presented on the Raise homepage, and all customers agree to abide by the Day Money-Back Guarantee when they agree to the terms and conditions upon creating an account on Raise.com
While there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseFor this reason, we are unable to provide further assistance to the customer for this order
We would like to again apologize for any inconvenience that the customer has experienced as a direct result of trouble with this order and look forward to serving this customer again in the future

Complaint: ***
I am rejecting this response because: regardless of Raise.com's 100-day guarantee, the fact remains that they sold me a completely empty gift card, which is both fraud and an internet crimeI will continue to pursue a resolution via the means I deem necessary
Sincerely,
*** ***

After receiving Revdex.com complaint number ***, we were able to review the order and offer a solution to the
customerOn May 17, the customer purchased a *** gift card from Raise.com with a value of $for a purchase price of $The customer then called Raise Member Services later that same day and expressed to the serving agent that he was unable to use the card to purchase a gift card at ***
Upon further review it has been presented that *** will only accept a true gift card to use toward the purchase of a gift card in their storesThat being the case, we are happy to offer the customer a one time refund for this gift card, as he was unable to use it for its intended purchaseWe would suggest to the customer, going forward, that when he makes purchases on Raise for *** gift cards, he lean toward purchasing cards that have a round value, for example $as opposed to an odd balanceThis suggestion is to avoid receiving a trade card or a card that cannot be used to purchase gift cards through ***We understand that this situation has been inconvenient and would like to take care of this quickly for the customerWe would also like to apologize that the customer was disconnected while waiting to speak to a supervisorThat matter will also be addressed internally
The customer should receive the refund to his original payment source shortly, and we look forward to serving him in the futureIf the customer does have any questions, we have also sent an email confirming the refund, and he can go ahead and respond to that message