Raise Marketplace Inc

After receiving Revdex.com complaint number ***, we were able to review the order in question and offer the customer the desired resolution.On December 14, 2016, the customer purchased two *** *** gift cards, one valued at $50.00, and the other valued at $with a purchase price of $24.50,
respectfullyThere was also a special $off new user promotional code used in this order(***)The customer reached out to Raise via live chat later that day stating that the $value gift card was not working properly and that they were informed by Google that the card was not properly activatedThe supporting agent requested a screenshot of the error message, as this is the procedure Raise has in place as a way to have this information for our recordsAfter receiving and reviewing the screenshot provided by the customer, the serving agent informed the customer that this request would need to be sent to our Gift Card Support team for further reviewThis was due to the error message indicating that the card was being redeemed out of the United StatesTypically, our Gift Card Support Team will review the case and have a resolution in 7-business daysThe customer then desired to speak to a supervisor, as he felt the time-frame was not acceptable.The supervisor expressed to the customer the same information and timeframe as the previous supporting agent, which required an additional 7-business days to fully review.After further review, our Gift Card Support Team reached out to the customer on December 16, via email, providing the customer with a full refund, minus promotions in the amount of $for the $valued gift cardWe have also added a $credit in the form of Raise Rewards that will be added to the customer’s account and will automatically deduct from the purchase at checkout.We would like to consider the issue resolved at this time and hope that the customer finds a refund and complimentary credit a suitable settlementWe also would like to extend our sincerest apology to the customer for the delay in a resolution and we are actively working to minimize our overall response time as to better serve our membersWe welcome any further questions the customer may have at ***

Dear Mrand Mrs***,After receiving your complaint, we were able to further
review your order Rand the Home Depot gift card in questionWe are very sorry to hear you had a hard time placing the
order for this gift card in the first placePlease know that our
verification
process is used for your protection to ensure that it is indeed you who placed
the high value orderFurthermore, our Gift Card Support Team was able to get in
contact with Home Depot in regards to the status of your gift cardAlthough
you initially encountered an issue when trying to use this gift card online, a
Home Depot employee was able to confirm this gift card was used in full at the
Home Depot in Totowa, NJThe card was used for the full $1,on November,
at register number Because this Home Depot location is three miles from the
address you provided us with, it appears you were able to redeem this card
after allFor this reason, we are unable to provide a refund for this Home
Depot cardAgain, we sincerely apologize for the initial issues you had
encountered while working to have your order processedWe have sent you an email
detailing our response to your complaint as wellPlease do not hesitate to
reach out with any other questions or concerns you may have

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that
the current resolution is warrantedOn October 11, the customer purchased three *** eGift/vouchers from RaiseThen the customer contacted Raise Member Services on August 5, and expressed to the serving agent that the gift card did not have a balance when they attempted to redeem it in store
This purchase was initially delivered to the customer in the eGift/voucher format as, at the time of purchase, *** was still accepting eGift/vouchers for purchases in storeIn early 2016, *** changed their policy and will no longer accept eGift/vouchers for merchandise credits, while they will still accept them for gift cardsAs the member’s order was within the Raise Guarantee when this change was made, the physical gift card was sent from the seller to the buyer so that it could still be utilizedNot every physical gift card that was sent to the buyers still had a full balance, as some had already been utilized by the buyer in the eGift/Voucher formatThese were also sent in the case that the customer needed to make a return on a purchase and the funds would be returned to that original card
As the customer had the opportunity to utilize the eGift/voucher in its initial format, and contact was made to Raise regarding the issue outside of the Raise Guarantee period, unfortunately, we will be unable to provide the customer with a refund or replacement gift card for this card
The second gift card the customer mentioned is a *** ** *** gift card that was purchased on December 4, from RaiseThis gift card was a physical card delivered to the customer’s mailing addressThe customer contacted Raise Member Services also regarding this gift card on August 5, and expressed to the serving agent that this gift card had not been used by them but was now showing a $balance
The serving agent informed the member that, as the order fell outside of the Day Money-Back Guarantee, no further assistance could be offered for the cardThe Raise Guarantee is in place to protect every customer’s purchase price for the first days from the purchase date, but much like a warranty, that is a strict time frame so we do encourage members to use the gift cards within that first day period so that we are able to provide the best service possible in case an issue were to arise
At this time a $Raise Rewards credit has been placed into the customer’s account as recompense as we are unable to provide a refund or replacement card outside of the Raise GuaranteeThe credit will automatically apply to the customer’s next purchase and will be available to the customer within the next hours
At this time we would like to offer the customer our sincerest apologies for the inconvenience, and we look forward to serving them again in the future

After reviewing the customer’s response in regards to complaint number *** and the orders in question, it appears that a resolution has been providedOrder *** was placed on February 4th for a ***Online Only) eGift card with a value of $for the purchase price of $Order
*** was also placed on February 4th for two ***Online Only) eGift cards with values of $for purchase prices of $each totaling a $purchase price.Order *** was refunded in full as of February 4th and the customer has stated in an email as well as over the phone to an agent that she does see one of the refunds in her bank accountOrder *** was refunded for half of the total purchase price, so the price of one gift card, $154, as the customer informed us that one gift card was successfully redeemed from this order but the other was notWe can see through our payment processing system that the refund of $on order *** was successfully refunded to the *** used to make the purchaseThe reason that the member may not be seeing the funds as a refund of $on her account is because the purchase was made on February 4th and also refunded on that date shortly thereafter and because it was only half of the purchase price that was being refunded not the entire charge amountHad the payment stayed pending and the refund hit the account while that was taking place the order total would only show as $with no refund for the same amountThe bank account may only be reflecting the $purchase price of the gift card that the member was able to successfully redeem.Raise has been communicating with this customer via email and we encourage her to follow up with out latest email if she is still having trouble with the refund after being provided with this information We would like to consider this issue resolved at this time and hope that the explanation will allow the customer to locate the funds that have already been released to her bank by Raise

Complaint: ***
I am rejecting this response because: I understand Raise has a day guarantee, but the circumstance of this situation falls outside of a circumstance Raise should have informed all buyers of the fact that Lowe's was no longer accepting these vouchers thus making them void and that it is imperative that they take action to receive the physical card or BETTER yet Raise should have retrieved the physical card and send it out to the buyer themselves It should not be the responsibility of the buyer to "figure" this out by themselvesTHe fact of the matter is the voucher I purchased is void due to Raise not informing me that I must contact them immediately to get the physical card This is negligence on Raise's fault as they went into my account and changed the voucher status to a physical gift card Why would they do that? What right do they having changing the type of merchandise I purchased? I don't even have access to the worthless voucher I received now because they deleted it Why? This is fraud and I want to be refunded the purchase price of the voucher
Sincerely,
*** ***

After receiving and reviewing complaint number
background-">*** and the order number in question, it appears that the current issue has been resolvedOn January 26th the customer made a purchase on Raise.com for a * *** gift card with a value of $for a purchase price of $296.10, which was paid for by the customer using a credit card
The customer reached out to Raise Member Services via email on February 29th and stated that the * *** gift card in the order was unable to be usedThe serving agent picked up the email just under three hours after it was submitted and was able to confirm that this gift card did have some kind of activation errorUpon confirming this message, the serving agent issued a full refund of $to the customer’s original source of paymentThe $in Raise Rewards used toward this purchase was also returned to the customer’s account to use on a future orderThis information was addressed to the member in an email from Raise Member Services on February 29th Overall, we are pleased to have resolved this issue for the customer and look forward to serving her again in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted.On December 30, the customer purchased a *** gift card with a balance of $for a purchase price of $for which the out of pocket
total was $after a promotional code was applied, from RaiseThe customer then contacted Raise Member Services on July 21, and expressed to the serving agent that the gift card did not work for a purchaseAt that time, the serving agent explained to the customer that the order had fallen outside of the Raise Guarantee and no refund or replacement card could be offeredThe customer also called in and spoke with two other agentsBoth agents reiterated the same information and a supervisor offered to the customer a Raise Rewards credit of $to use toward a future purchase, as recompenseThe Raise Guarantee covers the purchase price of all gift cards for the first days from the purchase dateOutside of that time frame, Raise is unable to take further action on the orderAs is the case with this order, the customer contacted us so far outside of the guarantee period for this order, that we are unable to offer further assistanceWe understand that this is an unfavorable situation, and for that would like to offer our sincerest apologies to the customerWe will continue to ensure that Raise policy is adhered to and properly communicatedWe 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 *** and the corresponding order number, it appears that
the current resolution is warrantedOn December 4, the customer purchased a *** (In Store Only) gift card from Raise.com with a value of $for a purchase price of $The customer then contacted Raise Member Services on July 16, and expressed to the serving agent that the gift card did not work upon redemption in the storeAt that time, the serving agent expressed to the customer that a refund or replacement could not be offered as the order falls outside of the Day Money-Back GuaranteeThe customer was unsatisfied with this resolution and was escalated to a supervisor on the Member Services Team who reiterated the same information and offered the customer a Raise Rewards credit of $and a promotional code as recompense
The Raise Guarantee is a guarantee for the purchase price of the gift cards that spans days from the date of purchaseAny issue the customer has with the gift card, as outlined in the Raise Guarantee, such as an incorrect balance, will be fully covered within the first days from the purchase dateAfter that days, Raise does not resell the gift cards, and the gift cards do not expireOnce the Raise Guarantee lapses, the only change that occurs is that the order is not fully covered if there is an issueCustomers are encouraged to utilize the full balance of the gift card within days so that any issue that may occur can be fully coveredFurther contact was also made with the customer after they had spoken with a supervisor from our Member Services Team, and a Raise Rewards credit total of $was offered at that time, as we do understand that this is a most unfavorable situationUnfortunately the Day Money-Back Guarantee does not cover requests for review on an order received outside of days from the purchase dateFor that reason, we are unable to provide the customer with a refund or replacement gift cardWe would like to sincerely apologize to the customer for the inconvenience in this situation 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 *** and find that while the issue was not resolved as hoped for, an acknowledgement and credit was issuedI appreciate this.
Sincerely,
*** ***

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the
current resolution is warrantedOn July 9, the customer placed an order on Raise for a *** (In Store Only) gift cardThe customer then contacted Raise on March 20, and expressed to the serving agent that the gift card could not be used in storeAt that time, the serving agent informed the customer that the order fell outside of the Day Money-Back Guarantee, so no further action could be taken on the order
The Raise Guarantee is in place to protect the purchase price of all orders for the first days from the purchase dateAfter that time has passed, we are unable to offer a refund or replacement in the same way that we would within the first daysAs the Raise Guarantee lapsed for this order on October 17, 2015, we will be unable to provide the customer with a refund or replacementWhile there is no expiration on the the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchase
We appreciate the customer’s business and understand that while the Day Money-Back Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be frustratingWe 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 complaint number
background-">*** and the order number in question, it appears that the current resolution is warrantedThe customer purchased an *** eGift card from Raise.com with a value of $for a purchase price of $on March 11, 2015, which the customer paid for by credit cardOn December 16, the customer contacted Raise Member Services via email stating that the *** eGift card had come up with a $balance and he had not used any of the balance
After this inquiry was addressed by the Member Services Team it was escalated to the Gift Card Support Team for further review due to the length of time that had passed since the order was placedRegrettably, 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 5th, Upon review the Gift Card Support Team did determine that a refund would not be provided as the order falls so far outside of the Day Guarantee
Raise is a member to member marketplace, so all gift cards are coming to members having been used or partially usedWhatever did take place with the gift card that did cause the balance reduction outside of the Day Guarantee will be looked into further by our Seller Support team to ensure that any necessary steps are taken with the seller
While there is no expiration on the gift cards, the Raise Day Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseWhile we appreciate the customer’s business, we are unfortunately unable to provide a refund for this *** eGift card as it is so far outside of the Day GuaranteeWe also want to extend our sincerest apology to the customer for the delay in a resolution, and we hope to better serve him in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the customer has already received the requested resolutionOn February 14, the customer purchased a *** *** gift card with a value of $for a purchase price of
$The customer contacted Raise Member Services on June 8, and expressed that that gift card had a $balance when she went to use itOrders that are outside of the Raise Guarantee are then forwarded to the Gift Card Support Team for further reviewCurrently the Gift Card Support Team has a 10-day response timeThe customer’s order was reviewed only a few hours after she had contacted Member Services, and the order was refunded for the full purchase price of $At the time the refund was processed, the customer received a confirmation email to the email address on her Raise accountThe Raise Guarantee is in place to protect the customer’s purchase price for the first days from the date of purchaseAfter the guarantee period has lapsed, a refund cannot be offered in the same way it would have within the first daysAll of this information is available in the Raise Guarantee tab on the Raise homepageOrder receipts also have a direct link to this tabAll order receipts also house the date that the purchase is made which is also available in the customer’s Raise account by going to My Account > My OrdersUnder the My Orders tab, the orders are all listed in order by the date they were purchasedOnce the order is clicked on, the date is also available at the very top of the order page under the Order Information.If the customer has any further questions, she is welcome to reach back out to us here at Raise through any of the current support cases that we have open with her.At this time we would like to consider the issue resolved and look forward to serving this member again in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted.On June 13, 2017, the customer purchased *** Gift Cards in Raise Order Number *** for a total purchase price of $On June
14, 2017, the customer submitted a Refund request via their order history for Card ID ***The customer had reported that the card contained a zero balance and was requesting a refund under our Year Money-Back Guarantee.This specific card required more information before a refund was able to be processed and unfortunately, an agent from our Member Services Team was not able to respond to this inquiry until June 22, The customer emailed back to the agent on the same date, and this was request was then sent to our Gift Card Support Team for further reviewTypically, this review will take between 7-business days for it to be fully resolved.On July 5, 2017, an agent from our Gift Card Support Team finished the review and emailed the member back with a confirmation of the full purchase price refund in the amount of $for Card ID ***This email was sent on the 9th business day and was within our designated timeframe.At this time, we would like to consider this case closed as the member has received the intended settlement of a full refund per our Year Money-Back GuaranteeWe would like to apologize to the customer for any inconvenience this card has caused them, as well as the initial delay in replying to their emailWe understand how that leads to a frustrating experience and we are working on continuing to improve the response time for our membersAny other questions can be sent to ***@raise.com and we’d be happy to follow up there

Complaint:
I am rejecting this response because: Raise continues to deflect the issue while they trumpet their 100-day guarantee. Everyone knows about the Raise 100-day guarantee including criminals who sell gift cards on Raise. These criminals exploit Raise customers by waiting for the 100-day guarantee to expire then stealing back the value of the gift card they sold to a Raise customer. Raise is happy to help facilitate and profit from this activity while deflecting any responsibility by hiding behind their 100-day guarantee. It was refreshing for Raise to briefly hint at an acknowledgement of my complaint when they said, "...there is no specific language covering the customer’s particular concern..." referring to my inability to find ANY warning ANYWHERE on Raise.com about the dangers of leaving any gift cards unused beyond the 100-day guarantee period. Unsuspecting customers, like myself, believe that once I've received the gift card and the balance has been verified I should have no future troubles. Since gift cards don't expire we decided to "stock up" on certain gift cards we knew we would use eventually. We verified each gift card when it arrived, then after knowing it was good we put it in drawer with the others to be used someday. For several cards "someday" never happened because the value was stolen shortly after the 100-day guarantee was up. Again, Raise is being negligent at best by not proactively warning customers of the possibility of theft of the value of a gift card after daysOne sentence in Raise's reply was a little surprising. Raise replied, "We understand the customer’s concern, but customers are encouraged to use the gift card within the time frame that the Raise Guarantee will cover any issues, so that whatever does occur will be resolved." I would like to know where...exactly...this statement can be found on the Raise website prior to the filing of my Revdex.com complaint and what exactly the text is that is supposed to "encourage" the use of gift cards within days. I have checked the Raise website from top to bottom and inside out and never found any such statement "encouraging" customers to use the gift card within 100-daysI encourage those who operate Raise.com to commit to operating an honest and reputable company that puts people before profits. Make the decision today to start providing appropriate warnings to customers and educate buyers of the risk of not using gift cards within the first days. Be a positive influence in the industry . Explore ways to help customers keep track of and monitor their cards to protect them against fraud and theft. You may think doing these things will hurt profits, but I believe you will find higher profits from putting customers first
Sincerely,
John McNamara

After receiving Revdex.com complaint number ***, we were able to review the order and offer a solution to the customer.On March 15, 2018, the customer purchased a $valued Home Depot gift card for a purchase price of $This was an egift card meaning that it was delivered electronically to
both the customer’s Raise account and the email address on fileAs with all cards sold on Raise, this card was verified twice, once at the initial listing and once at the time of purchase to ensure the card had a full and active balance.The customer contacted Raise Member Services later that same day after the order had processed without the special promotion that Raise was offering that dayThe promotion was for an additional ten percent off sitewide with a maximum savings of $The supporting agent informed the customer that the order was eligible for the promotion, but that Raise is unable to edit or cancel an order once it has been completedHowever, the agent informed the customer that the $credit would be added at the end of the promotional period, and a follemail was sent with this information as well.The supporting agent sent an email to the customer on March 18, 2018, to inform the customer that the $credit would no longer be honored, due to the promo code being used in a different order (Raise Order Number ***)As with all promotions on Raise, the code was subject to our terms and conditionsThis code was limited to a one-time use within the date of promotionThis was stated in the email that was sent out to all customers on the day of the promotion, which was March 15, 2018.The customer acknowledged that the email included these terms but unfortunately, this information was not shared with the customer at the time of the original phone callWe have followed up with the agent and will be using this is as coaching opportunity to prevent this confusion from happening again in the future.As an extension of our apology, we are able to offer a courtesy credit for this promoWe have added an additional $to the customer’s Raise account to make up for the promo codeThe promo code was subject to a $max savings, so we have deducted the $that the member was able to use in Raise Order ***The $are available for the customer to use at his earliest convenienceAt this time, we would like to consider this issue resolved as the customer has $in their Raise account currently, plus the $used in Order ***, to add up to the $max savings for this promoAs a reminder to the customer, all promos are limited to a one time use within the date of promotionIf the customer has any additional questions or concerns about this experience, he may contact us via email at [email protected] look forward to better serving the customer in the future

After receiving Revdex.com complaint number
rgb(255, 255, 255);">***, we were able to review the order and offer a solution to the customerOn December 13, the customer purchased an On the *** gift card on Raise with a balance of $for a purchase price of $81.00, for which the customer paid $out of pocket after a promotional code had been applied
The customer had not previously contacted Raise, so before now we did not have the opportunity to further assist the customerAs this issue has now been brought to our attention, we are more than happy to assistWhile the order does fall outside of the Day Money-Back Guarantee, as a courtesy, we are happy to offer the customer a full refund of the out of pocket cost, $Raise is a member to member marketplace, so all gift cards are coming across the marketplace as previously owned and sometimes partially usedJust like all previously owned products, occasionally an unforeseen issue may arise, but that is why we have the Raise Guarantee, and encourage customers to use the balance within that time frame so that we are fully able to assist in those instances
The refund of $has been returned to the customer’s original payment source and will be reflected there within 3-business days
We are happy to have been able to provide a resolution to the customer and look forward to serving him again in the future

After again reviewing Revdex.com complaint number *** we are able to provide the customer with a different solution.As mentioned previously, the customer is not authorized to resell this particular type of card on our marketplace due to the additional terms required for the sellers of this brandThis is true for all one-off sellers looking to sell this brand on RaiseHowever, as a result, Raise is able to offer a one-time courtesy to the customer by sending them a pre-paid shipping label via emailThe email will be sent within one business dayOnce the customer receives his order in the mail, they can use the label to send the cards back to our officeOnce Raise receives these cards into the office, we will be able to offer a full purchase price refund in the amount of $1,The customer will be notified via email once the transaction has been completed.Overall, we would like to consider this matter resolved as we are making an exception to our policy in order to best serve this customerWe hope to be able to serve him again in the future

We were able to further review case *** as well as the member's Raise account and order in question. The order *** was placed on 11/for an *** gift card which was to be shipped from its seller via USPSOur shipping policy states that it takes 3-business days for a
physical card to be deliveredThe customer contacted Member Services on 12/and again on 12/when she did not receive a responseHer refund was completed by a Member Services agent on 12/who credited her original payment source $that she paidWe sincerely apologize that her concerns were not addressed in a more timely manner. Raise is actively working to add more support staff to ensure that each customer concern is handled in a timely matterOverall, we are pleased to have provided the refund necessary for this customer and we sincerely appreciate her patience

After receiving Revdex.com complaint number ***, we were able to review the orders in questionOrder ***, placed on January 23, 2016, included a *** eGift card with a value of $A total of $was charged to the customer’s credit cardThe customer contacted Raise on February 18,
in regards to this order noting that he had not previously used the *** gift card and it had a $balance when he attempted to redeem it in the restaurantThis inquiry was responded to on February 22, with a full refund of the purchase price $as the gift card was determined as having a $balanceOrder ***, placed on January 25, 2016, included four *** Bread eGift cards each with a value of $A total of $was charged to the customer’s credit cardThe customer contacted Raise on February 4, in regards to this order noting that he had only been able to use about $of gift card and the other three remained unused by him, but were all then reflecting a $balanceRegrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved as of March 2, Three of the gift cards were refunded in full as they had remained unused by the customer, and the customer received a partial refund for the gift card that he had been able to redeem for a portionThis partial refund was calculated but subtracting that amount used by the customer from the value of the gift card and the percentage of savings the member received on the original purchase price was applied to the new value to determine the new purchase priceThe partial refund for the specific gift card totaled $and the full refund total on the order was $We understand that it is not acceptable for a customer to wait weeks to be refunded after an initial inquiryWe are actively working to bring our response time back down to standards found more acceptableWe apologize for the inconvenience Overall, we are pleased to have resolved this issue for the customer and look forward to serving him again in the future.Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is partially satisfactory to me. I have been refunded, but the fundamental issue of fraud is still existsI might re-open this or a new issue if I experience the fraud issue again, even if I am refunded for the fraud
Sincerely,
*** ***