Raise Marketplace Inc

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

the current resolution is warranted.
On November 19, 2015 the customer purchased an [redacted] gift card from Raise.com with a balance of $175.00 and a purchase price of $154.42. The customer then contacted Raise Member Services on June 27, 2016 and expressed through email that the gift card had a $0 balance when she went to redeem it. At this time, the serving agent responded and explained that the order fell outside of the 100 Day Money-Back Guarantee and no refund or replacement card could be offered.
The serving agent did provide the customer with a promotional code to use toward a future purchase in the email as well. We do understand that this is a sizable amount of money and would like to also offer the customer $50.00 in Raise Rewards credit. Our sincerest apologies go out to the customer that this happened to the gift card and would like to offer this credit as recompense. As it is outside of the Raise Guarantee, we are unable to provide a full refund for the purchase.
This credit has been deposited into the customer's account and will apply automatically to the next purchase made on Raise.
We do hope that the customer finds this an acceptable resolution and look forward to serving her again in the future.

After receiving Revdex.com complaint number
background-color: rgb(255, 255, 255);">[redacted], we were able to review the order in question.
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 was voided on July 23, 2016. While our follow up did come late, we have confirmed the customer’s correct address and are having the check reissued through our financial team and the check will be on its way within the week.
We would like to sincerely apologize for the inconvenience and look forwarding to better serving this customer again in the future.

After receiving and reviewing the second rejection to Revdex.com complaint number [redacted], we are, unfortunately, still unable to change the resolution for the customer.
All gift cards are checked multiple times before they enter a customer’s order and are processed. A gift card is unable to enter the marketplace if a balance cannot be confirmed on the card. We have record that this particular gift card entered the marketplace on July 21, 2015 and at that time was confirmed to have a full and valid balance. The customer then purchased the gift card on July 26, 2015, and the gift card was again checked, on that date, before the order could finish processing. During both of these checks, the gift card was confirmed to have the full and valid $200.00 balance. Had the gift card not held this balance, the order would not have successfully processed.
The message that the customer has received from the brand that the card was never activated can also mean that the gift card was closed down by the brand for various reasons. Some brands’ messages do not change depending on the status of the gift card. Our Gift Card Support Team has been able to confirm that this gift card was initially active when received by the customer, but that status was changed by the brand later on.
Due to the length of time that has passed since this order was placed and the time since the guarantee period lapsed, we are unable to provide further assistance on the 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.

I purchased a gift card that have a listed value of $171.11 and paid $167.06 for it. The gift card was only listed of a few minutes before I purchased it. I went to pay for something online and they only took off $166.67. I checked the value of the gift card and it was reported as $166.67. I called Raise.com and they will refund the money in 5-7 business days. The agent on the phone told me that they check the balances of all their gift cards. Really? So, why did I pay .39 more then the value for a gift card? And waiting 5-7 business for my money back doesn't help me. I think I deserve more then an apology and refund for the aggravation.

After receiving Revdex.com complaint number
background-color: rgb(255, 255, 255);">[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 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 [redacted], we were able to review the Raise account and order in question, and provide a resolution to the customer.The customer, Mr. [redacted] D. [redacted], placed an order on the Raise website at 1:14 PM CST on November 28th, 2015.  This order was placed on an...

account in [redacted] name.  This order contained a $200.00 [redacted] eGift card which allowed for a voucher that could be used online as well as in an [redacted] store.  The customer paid $198.90 for this $200.00 gift card.On December 6th, 2015, Mr. [redacted] emailed Raise Member Services regarding the issue with this gift card.  He claimed that when at the [redacted] store, multiple employees entered the gift card number for redemption towards his purchase, and concluded that the gift card number and/or PIN were incorrect.  Mr. [redacted] proceeded with this purchase, using his personal credit card.Mr. [redacted] emailed Raise again on December 9th inquiring about his refund.  The final attempt to contact us was also via email on December 12th, 2015.  Unfortunately, our Member Services team was unable to handle this issue in a more acceptable timeframe. On December 29th, our team submitted a refund for the full purchase price of $198.90 to the customer’s [redacted] credit card.  He was then immediately notified and offered apology for the trouble, as well as delay in response.We sincerely apologize for the inconvenience this issue has caused the customer.  Our team is actively working to ensure Mr. [redacted], as well as every customer of Raise, receives the attention and response they deserve in a more timely manner.

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

customer.
On September 14, 2016 the customer sold a Free People gift card through the Raise marketplace with a value of $57.24 and a purchase price of $51.52. Then on September 18, 2016 the buyer of the gift card contacted Raise and notified the Member Services agent that the gift card did not have the expected value. The issue was escalated to the Gift Card Support team, and after a review, a debit was placed on the seller’s Raise account, so funds could not be withdrawn for payment from this gift card.
The seller contacted Raise that this was incorrect, and that the gift card must have been used by the buyer. A second investigation was opened and it was confirmed that the seller would not have been the one to use the gift card. That being the case, the seller’s funds were returned on October 13, 2016 and are now available to be requested as payment through ACH direct deposit or PayPal.
We would like to sincerely apologize to the customer for this inconvenience, and look forward to better serving them again in the future.

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer a resolution to the customer.On January 7, 2016 the customer purchased a [redacted] gift card through Raise for a purchase price of $400.00 with a balance of $500.00. The customer then contacted Raise...

Member Services on August 8, 2016 and expressed to the serving agent that he had checked the gift card and the balance was $0. At that time, the serving agent expressed to the customer that the order had fallen outside of the 100 Day Money-Back Guarantee so a refund or replacement card could not be provided on the order. The serving agent was also able to offer the customer a $50 Raise Rewards credit as recompense for this issue. The Raise Guarantee is in place to protect the purchase price of all orders through Raise for the first 100 days from the purchase date. After that time, we are happy to look into an order but cannot guarantee a refund or replacement in the same way we would within the Raise Guarantee period. The Raise Guarantee for this purchase lapsed as of April 16, 2016. Had the customer contacted us on or before this date, we would have been able to offer further assistance on the order. As of today, the customer has before utilized the Raise Guarantee and is aware of the 100 Day Money-Back Guarantee. While that is the case, we would like to offer the customer an additional $150.00 in Raise Rewards credit, for a total of $200.00, to use toward a future purchase on the marketplace. We appreciate the customer’s business and want him to feel comfortable using the marketplace. The credit is now available in the customer’s account and will automatically apply to the next purchase made on Raise. We would also like to assure the customer that the seller of this gift card has been temporarily removed from the marketplace as they are reviewed by the Seller Support Team due to the gift card issue that has occurred. At this time, we would like to offer the customer our sincerest apologies for the inconvenience this has caused and look forward to serving him again in the future.

We were able to further review Revdex.com case [redacted] as well as locate the order in question.
id="docs-internal-guid-f899a164-c26d-43ed-f42a-9a0c9abc54c6">We were made aware of an unauthorized charge on January 30, 2016. The payment used in this transaction was a prepaid [redacted] gift card, which was charged $405.59.
Unfortunately, as this is an issue with the [redacted] gift card itself, the customer will need to file a dispute with [redacted] and Raise will be more than happy to work with their fraud team to get this resolved. We apologize for the inconvenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  I do NOT find the response to be satisfactory, but I have received the funds owed to me so you may close this complaint as it is clear that no further progress will be made in regards to the business acknowledging fault and apologizing accordingly.
Sincerely,
[redacted]

After receiving Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the customer.On October 7, 2016 the customer placed an order for three [redacted] gift cards, and unfortunately only one of the gift cards was processed into the order. This being the case, the...

customer was unable to utilize the promotional code that would apply to an [redacted] gift card purchase of $50.00 or more. The customer contacted Raise Member Services and asked to be provided with a satisfactory resolution, and this however, did not happen. Again the customer contacted Raise, but this time through an outside review website, and a satisfactory resolution was offered.At that time the customer was given the $10.00 promotional code that was not applied, as Raise Rewards to use on a future purchase. An additional $5.00 in Raise Rewards was also offered to the member for the inconvenience and for her patience through this situation. We would like to again apologize to the customer for this inconvenience, 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 in question and determine an appropriate solution.On February 13, 2018, the customer purchased two Nakedwines.com gift cards, each valued at $100, for a total purchase price of $160. These were egift cards meaning that...

they were delivered electronically to both the customer’s Raise account, and the email address on file with their Raise account. As with all cards sold on Raise, the cards were verified twice, once at the initial listing and once at the time of purchase to ensure a valid, accurate balance.The customer submitted an email later that same day stating that both cards were not working as intended. The customer also called in to speak to our Member Services team. The supporting agent informed the customer that a screenshot of the error message was needed in order to help our Gift Card Support team verify the claim that these cards were not working as intended. The customer submitted a screenshot and this was sent to our Gift Card Support team for review.After reviewing the screenshot submitted, our Gift Card Support Team encouraged the customer to reach back out to the brand, as the screenshot showed an error with the account and the email address provided, not the gift cards. Because of this screenshot, we were not able to provide a full purchase price refund. Raise offers a 1-Year Money-Back Guarantee for cards purchased that are showing as invalid, or showing an inaccurate balance (https://www.raise.com/guarantee). As the balance of these cards was confirmed, and the issue was with the account, the customer was advised to contact the brand for further information.The customer submitted three more emails over the course of the next day. On February 14, 2018, the customer sent in an email further explaining what the brand had told them. The customer informed the supporting agent that the brand was mistaken in what they had told the customer the day before, which was that the cards were not eligible to be used. They confirmed that the credit for the gift cards was applied to the customer’s account. The customer also relayed that the brand had specific terms and conditions in order to correctly redeem these cards. This information has been sent along to our Gift Card Support Team, who has reached out to the brand in order to get the proper redemption information for these gift cards. Brands may have different methods on how to properly redeem a gift card. This information is stated under the “Delivery & Redemption” section before purchasing on Raise. Our Gift Card Support Team will work with the brand in order to have the most up-to-date information available for our customers.At this time, we would like to consider this issue resolved as the customer has confirmed that the brand has applied the gift card credit to their account. We would like to sincerely apologize to the customer for the frustration, and confusion this experience has caused. As previously mentioned, our Support Team is working closely with the brand to ensure the information that is provided on our site is accurate. If the customer has any additional questions or concerns, an email can be sent to [email protected].

After reviewing the rejection to Revdex.com complaint number [redacted] we want to continue to offer assistance to the customer.While a dispute is a lengthy process, we are happy to keep a line of communication open with the customer until this issue has been resolved. A dispute remains active until it has been fully resolved and this does mean that communication will stay open between our finance team and the customer’s banking institution.  An email has been sent to the customer to keep that line of communication open directly with him where he can respond to us, and we can keep in contact regarding the status of the disputes. We would like to consider this issue resolved for the time being and are happy to keep working with the customer to have this fully resolved.

After again reviewing Revdex.com complaint number [redacted] we are unable to offer the customer a different resolution.
We were able to confirm with the Gift Card Support Team that the customer has in fact been able to redeem $22.29 of the gift card before the brand had the gift card deactivated. While this is the case, the customer was refunded as if he had only been able to use $20.00 of the gift card. This information was obtained through contact with the brand regarding purchases, the locations at which they were made, and the dates on which the purchases occurred.
As gift cards are treated as currency, the customer was refunded for the amount of currency, prorated by the discount at which it was purchased, that he was unable to redeem in the restaurant.
This is the way a partially used gift card is returned in the form of a refund, and we apologize for the inconvenience in this.

Complaint: [redacted]
I am rejecting this response because:  It seems my ability to repost has been restricted.  I do not see this stated.  It seems more like an "all sales are final" in this unique case.
Sincerely,
[redacted]

After receiving Revdex.com complaint number [redacted], we were able to review the order in question and provide some more details about this experience to the customer.On November 10, 2017, the customer purchased 3 [redacted] gift cards valued at $100 with a purchase price of $98 each, respectfully. The total...

purchase price of this order was $294.00. These gift cards were egift/vouchers, meaning the cards were delivered to both the customer’s Raise account and the customer’s email on file on that same date. As with every card listed on Raise, they are 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 November 28, 2017, the customer contacted Raise Member Services informing the supporting agent that all 3 gift cards were showing as zero balance. The supporting agent informed the customer that this refund request was being sent over to our Gift Card Support Team for further review. Typically, this process will take anywhere from 7-10 business days. On December 8, 2017, our Gift Card Support Team reached back out to the customer and informed them that a refund was not able to be processed due to the information that the brand provided them. Our Gift Card Support Team worked closely with the brand and was told that the cards were both activated and redeemed within the same hour that they were purchased on Raise.This information was provided directly from the brand to our Gift Card Support Team. These cards were listed on Raise from a verified seller and no one else would have had the card information except for the buyer. In addition, the cards were activated and redeemed within the hour, all in the same order. Because of the information that the brand has provided us, and successful redemption, we are unable to refund under our 1 Year Money-Back Guarantee. At this time, we highly encourage the customer to contact [redacted] directly, with the gift card numbers, to ensure that the order was not lost, or canceled for whatever reason. This will have to be resolved directly with the brand and the buyer, but we are more than happy to answer any additional questions or concerns that may arise at [redacted]@raise.com. We look forward to better serving the customer in the future.

After again reviewing Revdex.com complaint number [redacted], the current resolution is still warranted.The 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 her. The four questions are as follows: 1. Do you have receipts for these gift cards? 2. Do you have the physical cards or just the electronic codes?3. How did you receive the cards you listed? 4. 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 again.The Raise Terms and Conditions under heading 3 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 [redacted]We look forward to hearing from the customer and getting this resolved for her.

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

the current resolution is warranted.
The customer placed an order on Raise.com for a [redacted] gift card with a value of $100.00 and purchase price of $89.45 on September 30, 2015. Another purchase was made by the customer on Raise.com for a [redacted] gift card with a value of $14.99 and purchase price of $12.73.
On May 18, 2016 the customer contacted Raise Member Services and expressed to the serving agent that the [redacted] gift card was not working and he had been unable to use it for the full balance. At that time the serving agent explained to the customer that the order fell outside of the 100 Day Money-Back Guarantee and a refund would not be provided for the order.
The customer contacted Raise Member Services again on May 19, 2016 and expressed that the [redacted] gift card was only used for $8.00 and no longer had the balance available. In this instance the customer was also notified that the order would not be refunded as the purchase date fell outside of the Raise Guarantee.
The Raise Guarantee is in place to protect the customer’s purchase price for the first 100 days from the date of purchase. Any kind of discrepancy brought to the attention of Raise within that time frame will be absolutely resolved for the customer.  
In this specific situation, the customer contacted Raise well outside of the Raise Guarantee period, and for that reason, not further action can be taken on either of the orders. We would like to apologize for any inconvenience and consider the issue resolved at this time.

After reviewing complaint number [redacted] and the order in question, it appears that the current resolution is warranted.On July 17th 2015 the customer placed an order on Raise.com for a Cinemark eGift card. The gift card was purchased with a value of $194.75 for a purchase price of $165.54, which...

the customer paid for by credit card. The customer contacted Raise Member Services via chat on January 22nd 2016 and notified the serving agent that they had been able to redeem the Cinemark gift card for a total of $17.25 and should have had a remaining balance of $177.50. As this inquiry falls outside of the 100 Day Guarantee the order was sent to be reviewed by the Gift Card Support Team. During the review process, the Gift Card Support Team determined that because the order falls so far outside of the 100 Day Guarantee a refund would not be provided and no further action would be taken on the order by Raise. 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 Sunday February 28th 2016. While there is no expiration on the 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 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 frustrating.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.