Raise Marketplace Inc

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] we have reviewed the corresponding order number in conjunction...

with the complaint.
On October 5, 2015 the customer purchased 11 [redacted] eGift/vouchers from Raise.com. The customer then contacted Raise Member Services on May 12, 2016 and expressed to the serving agent that she was no longer able to redeem the gift cards that still have had remaining balances. At that time, the serving agent informed the customer that [redacted] changed their policy, earlier this year, regarding merchandise credits in the form of eGift/vouchers and they were no longer accepted in that format. The serving agent also explained to the customer that the Raise Guarantee had lapsed after 100 days from the purchase date and that no further action could be taken on this specific order.
Upon this policy change made by Lowe’s, Raise reached out to the sellers of the gift cards for orders within the 100 Day Money-Back Guarantee to have the physical cards sent out to the buyers. Orders that fell outside of the 100 day period at that time were not requested as they were already outside of the policy time frame.
When the customer contacted Raise, the serving agent reached out to see if the seller did have the gift card available to send in. Sellers, like buyer’s, have a 100 day time frame, and they are required to hold the physical gift cards that are converted to eGift/vouchers on the marketplace for a minimum of 100 days.  That being the case, the sellers of these particular gift cards were no longer required to hold onto the physical gift cards at the time of the [redacted] policy change and may have destroyed or discarded the physical cards.
We regret to inform the customer that we were unable to retrieve the physical gift cards from the sellers, as the order does fall outside of the Raise Guarantee. For this we would like to offer our sincerest apologies, as we are unable to offer a refund or replacement card as this order falls so far outside of the guarantee period. We would, however, like to offer the customer $50.00 in Raise Credit as recompense for this inconvenience.
We feel that this issue has been resolved in accordance with the Raise guarantee and hope to better serve this customer in the future.

We were able to further review Revdex.com complaint number [redacted] as well as the customer’s order and Raise account....


The order [redacted] was placed on May 5, 2015 and contained one [redacted] gift card valued at $250. The customer paid $200 for this gift card. On January 13, 2016, the customer called our Member Services department to let us know that he was unable to use the full amount on this card. According to her, he was able to use about $95 of the gift card, not too long after she purchased the gift card. Unfortunately, this order fell well outside our 100 Day Guarantee. For this reason, we are unable to submit a refund.
Our 100 Day Guarantee states that your purchase price will be protected if an issue should arise within the first 100 days after your order is placed. For this reason, we encourage our members to use their gift cards within this time frame.
We regret that a follow up email was not sent in a more timely manner, causing our customer to wait for answers. We have been working diligently to ensure that communication is efficient and transparent with our members. A credit of $20 has been added to this customer’s Raise account, which will automatically apply to their next order.
We hope to be able to serve this customer again in the future and urge them to call Member Services at [redacted] if they have any further questions.

After receiving and further reviewing Revdex.com complaint number [redacted] , we are, unfortunately, unable to offer the customer a different resolution.As stated in our initial response, 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.This Guarantee is mentioned on our homepage, and also has a dedicated page on our site (https://www.raise.com/guarantee). In addition, the Guarantee is mentioned on the brand listing page, as well as on the customer’s cart page. We have this included in as many places as possible, so customers are well informed about the protection policies we have in place before completing the purchase. After the 1 Year mark, Raise does not resell the gift cards, nor do the gift cards expire. Once the Raise Guarantee lapses, the only change that occurs is that the order is not fully covered if there is an issue.Unfortunately, due to the time that has passed since this card was originally purchased, we are unable to provide a full purchase price refund as it is no longer covered under our 1 Year Money-Back Guarantee. The customer currently has $50, not $25, in their account as an extension of our apology. These can be used at the customer’s earliest convenience. At this time, we would like to consider this issue resolved under our 1 Year Money-Back Guarantee. We apologize once more to the customer for the troubles this has caused, and any other questions or concerns can be directed via email at [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 23, 2015, the customer purchased a $200 valued [redacted] gift card for a purchase price of $190.22. This was a part of Raise Order Number [redacted] which included two other...

gift cards. The total purchase price of this order was $261.69. This [redacted] gift card was an egift/voucher meaning it would be delivered to both the customer’s Raise account and the customer’s email address within 24 hours. 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 balance.On December 8, 2017, the customer contacted Raise Member Services stating that the card was no longer working and was showing an inaccurate balance. The supporting agent informed the customer that he was unable to refund the gift card, due to the card being outside of our 1 Year Money-Back Guarantee. Our Guarantee protects all gift cards for their purchase price for up to 365 days. This includes cards that show as invalid, inaccurate balances, or cards that do not arrive within 30 days of the purchase date.At the time this card was purchased, Raise had a 100-Day Money-Back Guarantee. In January of 2017, this Guarantee was extended to 1 full year. After applying these time-frames to the initial order, the card was still outside of the time-frame. Unfortunately, a full purchase price refund was not provided by the supporting agent.However, after further review into the customer’s account, and the card, we have provided the customer with $100 in Raise Rewards that were added to the customer’s account on December 14, 2017. This was communicated to the customer via Facebook Messenger, as the customer reached out for help on social media as well. The customer has since accepted the rewards, and they were successfully redeemed on December 15, 2017.At this time, we would like to consider this issue resolved as the customer has successfully redeemed the $100 in Raise Rewards that were added to their account. This was added as an extension of our apology for not being able to refund the card in full. We would like to sincerely apologize to the customer for this experience and we will work to better serve this customer in the future. If the customer has any additional questions or concerns about this experience, we can be reached via email at [redacted]@raise.com.

Revdex.com:
After posting a negative review of Raise on another website, I was indeed offered a $10 credit.  As a result, I consider my issue resolved. But I encourage Raise to offer an appropriate solution more quickly to other customers when this problem occurs, and not require them to take their battle public to get a resolution.  Their policy of offering another coupon on a future purchase is not sufficient. 
Sincerely,
Charlotte [redacted]

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

a resolution has already been offered to the customer.
On May 1, 2016 the customer purchased a [redacted] gift card from Raise.com with a value of $295.74 for a purchase price of $271.96. She contacted Raise on May 1, 2016 to first inform them that there was trouble with the gift card. It was determined that the gift card did have the full balance available for use by the customer at that time.
The customer again contacted Raise on May 12, 2016 to explain that the card was used to place an order but that order was then canceled. The order was sent to the Gift Card Support Team for further review. Upon review it was confirmed that the gift card had been used and the buyer was not refunded.
After being sent back for a second review, it was determined that the gift card was not used by the customer and a full refund was issued to the customer’s original payment source. This refund should been seen on the customer’s original payment source in 1-3 business days from the refund processing date, June 2, 2016.
We would like to sincerely apologize for the trouble with the gift card and time it took for a resolution for this customer. At this time we are glad that the customer has received a resolution and would like to consider the issue resolved at this time.

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer a solution to the customer.On June 29, 2016, the customer purchased a $50 valued [redacted] gift card for the purchase price of $44.07. This was a physical gift card that was delivered to the customer’s shipping...

address. The time-frame for physical cards to arrive is typically 3-14 days. As with all cards listed on Raise, our Trust & Safety team verifies the balance of the card twice, once at the initial listing, and once at the time of order processing in order to validate the full balance.The customer emailed Raise Member Services on March 16, 2018 and once more on March 20, 2018 informing Raise that the [redacted] card was not working as intended. The customer claimed that the brand had informed him that the card was “closed” and no longer valid. The customer also stated that they were never able to use any amount of the $50 balance that was originally on the card.On March 20, 2018, a supporting agent from our Member Services team responded back to the customer and informed them that a refund was not possible as this order fell outside of our 1 Year Money-Back Guarantee. The supporting agent provided the customer with $10 in Raise Rewards as an extension of our apology for the troubles with this card.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. After applying these time-frames to the initial order, the order still fell outside of the Guarantee. Due to the amount of time that has passed since this order was originally placed, Raise is unable to provide a full purchase price refund as the card fals outside of the timeframe that the card is covered under our Guarantee. However, after further review into the customer’s account, and the card that was sold to the customer, we will be able to provide the customer with an additional $34 in Raise Rewards that will be added to the customer’s account. In total, the $10 that the customer initially received when contacting Raise Member Services, and the $34 being added now, adds up to the $44 original purchase price. We would like to inform the customer that this is a one time courtesy refund in the amount of Raise Rewards, and this will not be possible moving forward with outside of policy requests.At this time, we would like to consider this issue resolved as the customer has the desired resolution of a $34 refund. This refund comes in the form of Raise Rewards and is available for the customer to use at their earliest convenience. Again, this is a courtesy outside of policy refund, that will not be honored in the future. Our 1 Year Money-Back Guarantee is in place to protect our customers for up to 1 Year if they ever experience any issues with a card purchased on Raise. We will continue to review this card, and our Seller Support Team will reach out to both the brand and the seller to find out more information, and to continue improving both the quantity, and the quality of the cards on our marketplace. Any other questions or concerns the customer may have can be sent via email to [redacted]@raise.com. We hope to better serve the customer in the future.

After again reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to provide the customer with a different resolution.
As the Raise Guarantee for the [redacted] gift card has lapsed, we are unable to have further investigation done on the order. We do understand that this is an inconvenience to the customer and would like to extend to him a $10 Raise Rewards credit to use toward a future purchase. This credit will automatically apply to the customer’s next purchase and does not require a promotional code to be used.
We would like to again apologize for this inconvenience and would like to consider the issue resolved at this time.

Dear Ms. [redacted],We were able to further review your formal complaint as well
as the order in question. Overall, we are pleased to have resolved this issue
for you. The order R827044655 was indeed a qualifying order for our
new user promo code at the time. This was your first order and the total...

was
over $15. However, our system did not show that the promo code had attempted to
be applied. It is outside our policy to refund for a promo code that was not
applied to an order. However, we have made an exception and issued a $10 refund
to your original payment source. A confirmation email was also sent to your
email on file. We apologize for any inconvenience this has caused. Your
refund should show on your credit card statement within 1-3 business days. We
appreciate your patience in this matter.

Initial Business Response /* (1000, 5, 2014/09/19) */
In response to Revdex.com complaint #XXXXXXXX
Dear Mr. [redacted],
I have read this inquiry in full and gone over every detail concerning this issue. I apologize for any inconvenience this may have caused. I am happy to report we were able to resolve...

this issue promptly.
I am glad to read our Member Service agent was polite and prompt. However I am sorry to hear the gift card you purchased did not hold its value. Due to the secondary nature of our marketplace it is possible that this gift card had either lost all or part of its balance for differing reasons. This is why we have our 60-day guarantee. Any balance issues within the first 60 days is covered by Raise, so you can rest assured that what you have purchased will save you money in the marketplace. I appreciate your patience and understanding in this situation.
In the end I am glad we were able to refund the full purchase price of $184.49, after your -$5.00 discount using a promotional code was used. A full refund has been issued.
If there is anything else we can address for you please contact us at [redacted]@Raise.com. It would be our pleasure to serve you.
Sincerely,
[redacted]
Manager of Member Services

I've enjoyed using RAISE until now. I was preparing to make a big purchase so I bought a substantial amount of cards, which caused my account to go on hold, which is understandable. However, they require you to call in and make confirmation to process your pending orders. After trying literally a dozen times over two days and being stuck on hold, I finally decided to just wait it out. It took 43 minutes on hold to talk to someone for less than 30 seconds. What an asinine way to run a business! That's 43 cell minutes and 43 minutes of my life I'll never get back! Up until now, they have been great, but this experience immediately put them at an F- in my book.

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

the current resolution is warranted.
On December 7, 2015 the customer purchased a [redacted] gift card from Raise.com with a balance of $74.46 for a purchase price of $61.06. The customer then contacted Raise Member Services on July 8, 2016 and expressed to the serving agent that the gift card did not work. At that time the serving agent informed the customer that the order fell outside of the 100 Day Money-Back Guarantee, and offered a promotional code as well as a $5 Raise Rewards credit as recompense for this issue.
The Raise Guarantee does hold a strict 100 day time frame, and we ask that customers contact us within that time frame in order to receive the best assistance on orders. While some brands have information more readily available for us to retrieve, this is not the same of all brands, and to be uniform in all instances, that is in part, why the Raise Guarantee spans the 100 day period.
At the time the customer made the purchase on Raise, we can confirm that the gift card did have the full $74.46 balance available for use. We understand that this is an unfavorable situation, but are, unfortunately unable to provide the customer with a refund or replacement card as so much time has passed since the lapse of the Raise Guarantee for this order.
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.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, we have been able to provide the customer with the requested resolution. On October 20, 2016 the customer placed an order for two [redacted] gift cards on Raise. That same day, the customer attempted to use...

the gift cards to make a purchase on [redacted], and unfortunately was unable to apply the gift cards to the order. After the occurrence, the customer contacted Raise Member Services and expressed to the serving agent that the cards had not worked for their intended purchase. The serving agent was able to determine that the gift cards both have a full and valid balance and applied to a test order but did not work on the customer’s order. This being the case, the agent offered to have the gift cards relisted onto the marketplace and sold to another member that would be able to redeem them, and then refund the member.As the member was unable to utilize the balance of the gift cards, he should have been refunded at that time. We apologize that did not happen right away, and the member has now been refunded. The refund will show back on the customer’s original payment source within 3-5 business days. We are happy to have been able to provide the requested resolution to the customer and look forward to better serving them again in the future.

We were able to further
review Revdex.com case 10987896 and the Raise order and account in question. We
apologize for the inconvenience this member has experienced in regards to this
order. Our marketplace clearly
states that H-E-B cards are eGifts and according to our Icon Legend, “eGifts
can...

be redeemed online only. They are sent to your Raise account within 24
hours.” Raise is not at fault for any misleading information on the retailer’s
website, leading the member to believe he would be able to use an eGift card
toward his purchase. It is outside our refund
policy to provide a refund for a valid gift card once an order has been fully
processed. At this point, the member has access to the gift card information
and the gift card can still be used. However, occasionally we do offer a one
time courtesy refund outside our policy. This member has used his one time
courtesy refund in November of this year. The fact that this was a one time
courtesy was explained to him in an email from our Member Services Team on November
9. In an effort to be
transparent, we have provided one final courtesy refund for this member and
refunded the $18.35 to his original payment source. We have sent an email
confirmation as well. In this email, we explicitly state that we will not be
able to provide any further refunds outside policy. Overall, we appreciate
this member’s business and hope he continues to be a part of the Raise
community.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding payment numbers, it appears that a resolution has been provided to the customer. On September 24, 2016 the customer sold five [redacted] gift cards on the Raise marketplace. Payment for these transactions was...

requested the same day to a bank account with a name other than that of the customer’s. An email was sent asking the customer about the name discrepancy, as well as a few other verification questions, and the payment request was canceled until the email could be answered and information could be provided. This was done as a security measure as the credit card verification on the account is that of the customer’s which differed from that on the bank account information.Payment was again requested by the customer but was canceled a second time as the requested information had not been provided. Raise in no way wanted to bar the customer from receiving payment, but wanted to make sure the payment was being securely sent. After the customer completed the requested verification, the funds were again released for the customer to request. Unfortunately, there is no process where payments can be expedited for our consumer sellers and the payment did take three days to be issued to the customer’s chosen account.We apologize for the inconvenience in this and would like to consider the issue resolved at this time.

After receiving Revdex.com complaint number [redacted] and the corresponding order number, we were able to review the order and offer a solution to the customer.On January 1, 2016 the customer placed an order through the Raise marketplace for a [redacted] (In Store Only) gift card with a value of $100.00 for a...

purchase price of $82.79. The customer then contacted Raise Member Services on August 28, 2016 and expressed to the serving agent that the gift card did not have the balance upon attempted redemption. At that time, the serving agent informed the customer that the order fell outside of the Raise Guarantee so no further action could be taken on the order. The Raise Guarantee is in place to protect the customer’s purchase price for the first 100 days from the purchase date. Once this time frame passes, unfortunately, we are unable to provide the same kind of resolution that we would within the first 100 days. We would, however, like to offer the customer a courtesy and refund the order outside of the Raise Guarantee. The purchase price the customer paid, $78.65, has been returned to the customer’s original payment source and will be available in that account within 1-3 business days. We are happy to have been able to provide the customer with a resolution and look forward to serving them again in the future.

Same experience as many other customers. Gift card balances are stolen before I can use them. If you catch it quick enough they may give you a refund, but you will have to fight for it. Overall crappy company, avoid at all costs.

After receiving Revdex.com complaint number
background-color: rgb(255, 255, 255);">[redacted] we were able to review the order in question and can confirm that the desired resolution has been provided.
On January 31, 2016 the customer purchased four [redacted] gift cards from Raise.com for a total value of $1600 with a total purchase price of $1475.40, for which the member paid with a credit card. The customer reached out to Raise Member Services on February 8, 2016 through the Raise chat function and notified the serving agent that [redacted] had notified him that one of the gift cards had an issue. At that time the serving agent did begin the process to have the card reviewed by the Gift Card Support Team. The Gift Card Support Team does address all gift cards that have a problem when they are of a higher value.
Further information was requested of the customer and we greatly appreciate his cooperation and patience regarding the matter. 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 7, 2016 that all four of the [redacted] gift cards have been refunded 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 for the Gift Card Support Team.
We would like to extend our sincerest apologies for the amount of time the customer waited for a resolution, and we hope to better serve this customer in the future.

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer a solution to the customer.On September 3, 2016, the customer purchased a $50 [redacted] gift card for a purchase price of $45.50. This was an e-gift/voucher that was delivered to the customer’s email address...

and Raise account that same day.On November 19, 2017, the customer reached out to our Member Services team stating that the card showed a zero balance and had not been redeemed previously. The supporting agent informed the customer that due to the card being outside of our 1 Year Money-Back Guarantee, we would be unable to refund the customer. All cards purchased on Raise are protected by our 1 Year Money-Back Guarantee. (https://www.raise.com/guarantee)The customer responded via email that same day and informed us of additional redemption information provided by the brand. Every card that is listed on Raise is verified twice, once at the initial listing, and once at the time of purchase to ensure a valid and accurate balance. The balance of this card was verified on September 2, 2016. The supporting agent again informed the customer that due to the time that had passed since the order was originally placed, a refund was not possible. As an extension of our apology, the customer was provided with $5 in Raise Rewards.After re-reviewing the customer’s account and the order, we will be able to offer the customer a courtesy refund the full $46.00 in the form of Raise Rewards. These rewards will be added to the customer’s account within 24 hours and an email will be sent via [redacted]@raise.com with more information.At this time, we would like to consider this issue resolved as we have provided the customer with a courtesy refund in the form of Raise Rewards. Unfortunately, since the request is outside of our Guarantee, we will be providing the refund in the form of Rewards and not to the original payment method. We would like to apologize to the customer for any troubles this has caused and are looking forward to better serving the customer in the future. Any other questions or concerns can be directed via email to [redacted]@raise.com.