After receiving Revdex.com complaint number [redacted] we were able to review the orders in question id="docs-internal-guid-a864be5b-1bfd-f1df-dbcc-99172c5dfd0e">The customer placed four orders on Raise.com on February 15, Each order contained at least two [redacted] eGift vouchersOn February 23, the customer contacted Raise Member Services and relayed to the serving agent that all of the cards in three orders no longer contained the expected valueThe customer again contacted Raise Member Services about another order that was not working on February 25, Both serving agents relayed to the customer that the orders would have to be escalated to the Gift Card Support Team due to the high value of the gift cards Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and, as mentioned by the customer, a dispute was filed on two out of the four ordersThe two orders that were disputed have been resolved in favor of the customer and the refund of $that they are receiving will come through their banking institution In regards to the orders that were not disputed, we have issued a refund for one of the orders and are continuing to work with the brand to come to a resolution for the customer for the order with the purchase price of $To complete our conversation with the brand, we have reached out to the customer and will need a response from them before we can get this expedited and completedWe 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 TeamWe would like to sincerely apologize for any inconvenience this has caused for the customer and will continue to work with the customer and the brand until the only outstanding order has been resolved
Complaint: [redacted] I am rejecting this response because this is an unacceptable resolution, nor does the so-called should there be a limit on a "money back guarantee" If you are offering a service, from a third party, you (Raise) should be held completely responsible There is no day statute of limitation on being defrauded by a company, as I have, and neither does an offer of $compensate for the amount I spent I advised Raise that while they would not be able to get this money back from the third party (for whatever internal reasons they had and didnt advise), that I should have at a credit on my Raise account to purchase other gift cards totaling the amount that I PAID FOR GIFT CARDS.Another acceptable form of resolution would be for Raise to reach out to their member data base and see how many customers like myself have been defrauded by purchasing gift cards and later them having no balance on the card Again, this is not my first issue with Raise I have purchased many gift cards in the past that have either had no balance (within their money back guarantee time frame) and I have been EMBARRASSED while attempting to use them and then find out they had no money one them (at which point I had to pay for services at a time I thought I had a gift card to cover my expense); or I have partially used a gift card and then later tried to re-use it and was met with the same problem Either within or outside of their so-called "guarantee", they have to have a better system in place to protect the consumer - and THEY ARE NOT DOING THAT The public needs to be aware and alerted of what is going on - as there may be others out there and dont know how to proceed with getting their matters resolved.Again, if Raise credits my account for the entire amount purchased for the [redacted] gift cards, wherein I can purchase another gift card (for immediate use), then I will be satisfied and consider this complaint closed Otherwise, I will continue to pursue this matter, including finding a way to notify other Raise consumers in the hopes of a class action resolution Sincerely, [redacted]
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 $valued [redacted] gift card for the purchase price of $This was a physical gift card that was delivered to the customer’s shipping addressThe time-frame for physical cards to arrive is typically 3-daysAs 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, and once more on March 20, informing Raise that the [redacted] card was not working as intendedThe customer claimed that the brand had informed him that the card was “closed” and no longer validThe customer also stated that they were never able to use any amount of the $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 Year Money-Back GuaranteeThe supporting agent provided the customer with $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 GuaranteeThis was changed to a full Year Money-Back Guarantee in January of After applying these time-frames to the initial order, the order still fell outside of the GuaranteeDue 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 GuaranteeHowever, 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 $in Raise Rewards that will be added to the customer’s accountIn total, the $that the customer initially received when contacting Raise Member Services, and the $being added now, adds up to the $original purchase priceWe 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 $refundThis refund comes in the form of Raise Rewards and is available for the customer to use at their earliest convenienceAgain, this is a courtesy outside of policy refund, that will not be honored in the futureOur Year Money-Back Guarantee is in place to protect our customers for up to Year if they ever experience any issues with a card purchased on RaiseWe 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 marketplaceAny other questions or concerns the customer may have can be sent via email to [redacted] @raise.comWe hope to better serve the customer in the future
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.The customer made a purchase, February 12, 2016, on Raise.com for an American Eagle Outfitters gift card with a value of $for a purchase price of $On May 28, the customer contacted Raise Member Services and expressed to the serving agent that the gift card had not worked for his purchase and that there were no longer funds available on the cardAt this time, the serving agent expressed that the order could not be refunded as the order 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 purchaseThis order fell outside of the Raise Guarantee as of May 22, 2016, and while the customer only contacted us a few days outside of the guarantee period, it is a strict time frameFor that reason the order cannot be refundedHad the customer contacted Raise on or before May 22, a different resolution would have been reached due to the terms and conditions of the Raise GuaranteeWe would like to sincerely apologize to the customer for any inconvenience this may have caused and look forward to better serving him again in the future
Complaint: [redacted] I am rejecting this response because: the gift cards I purchased clearly state " no expiration date"So again you are selling invalid or fraudulent items How can you look into something to see if it expired if it states no expirationTo me it sound like you have no clue what's going on Again, because you cannot operate your business effectively I am out moneyI could have purchased other gift cards at a discount from the establishment itself but always had good luck with raise in the past Great customer service Apparently all that matters is the bottomline Sincerely, [redacted] ***
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the customer has already been offered the requested resolutionOn January 16, the cutomer made a purchase on Raise.com for a [redacted] gift card with a value of $for a purcahse price of $The customer contacted Raise Member Service on May 11, and expressed to the serving agent that the gift card had a $balance and could not be redeemedThe order was forwarded to the Gift Card Support Team for further review as the customer contacted us outside of the Day Money-Back Guarantee period The Gift Card Support Team determined on May 12, that the [redacted] gift card would be refunded for the full purchase price of $112.50, and the customer was notified on May 12, via email Overall, we are pleased to have resolved this issue for the customer and look forward to serving him again in the future
We were able to further review Revdex.com complaint [redacted] and the order in question [redacted] )This order was placed on 11/14/and contained multiple gift cards as the customer initially statedThe customer did send multiple emails to our support email regarding his [redacted] cardThe gift card was not delivered within the 3-business days specified in our shipping policyOn 12/17/15, one of our Member Services agents wrote back to the customer confirming a refund for the [redacted] card that he did not receiveAt this point, $was refunded to his original payment methodUnfortunately, were unaware of the balance discrepancy with the [redacted] gift card until reading the customer’s complaintWe have now submitted a partial refund for the balance that was missing from the [redacted] gift cardAn email confirmation for this refund was sent on 12/We apologize that this matter was not handled in a timely manner and we are actively working to add support staff to ensure that each request is addressed quickly and efficiently
After receiving Revdex.com complaint number [redacted] , we were able to review the order in question id="docs-internal-guid-e396bb1b-fac0-6437-c1ce-af08ea9d648f">On January 27, 2017, the customer purchased [redacted] gift cards valued at $each for a total purchase price of $(each gift card was priced at $22.00, respectfully)The customer reached out to Raise via email that same day, stating they were not able to use the gift cards due to the brand’s redemption restrictionsBecause of this, the customer wished to return these cards A supporting agent responded to the customer the next day, on January 28, 2017, informing the customer that these gift cards are unable to be returned/refunded as they are all active and show the full accurate balanceEvery gift card on the order showed and is still holding the full $value The customer emailed Raise back that same day again requesting a refund for this order, due to the brand’s redemption restrictionsThe customer sent another email on January 31, 2017, as they had not heard back from Raise in regards to this issueThe supporting agent responded back to the customer via email on February 1, informing the customer that this specific order was not covered under our Year Money-Back Guarantee ( [redacted] )The Delivery & Redemption information for the [redacted] gift card listing does state: “Only one gift card may be used per transactionGift cards cannot be combined with other promotions.” The supporting agent informed the customer of where they can find this information on the website as well The Delivery and Redemption information is available before a purchase is made, on the gift card’s listing pageEvery gift card listed on the marketplace does have specific Delivery and Redemption information available for customers to view before making a purchaseWe do understand that different brands do have different redemption instructions, and this is why the Delivery Information is available for customers before, as well as after, they complete their purchase In this particular case, the three [redacted] gift cards do still contain the full and valid balance of $each, and as the Raise Guarantee does not honor returns on gift cards with full active balances, we are unfortunately, unable to honor a refund for these gift cardsAt this time, we would like to consider the issue resolved, and as the gift cards are valid, we encourage the customer to relist these gift cards for sale on our marketplace, if they no longer wish to keep themWe would be more than happy to answer any follow up questions in regards to that process via email at [redacted]
After receiving Revdex.com complaint number [redacted] we were able to review the order in question and the requested settlement has been provided.On November 25, the customer purchased a [redacted] gift card with a value of $for a purchase price of $which the customer paid for by credit card.The customer contacted Raise Member Services via email on February 13, expressing that the [redacted] gift card had a $balance when she went to use it in the RestaurantRegrettably, 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, This resolution included a full refund for the purchase price of $to the customer’s original payment sourceWe 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 overallWe are pleased to have resolved this issue for the customer and look forward to serving them again in the future
After receiving and reviewing Revdex.com complaint number [redacted] we are able to offer the customer a resolution.The customer purchased three [redacted] gift cards from Raise.com on November 8, for varying values and pricesThese purchases were made across three different orders all placed on that same dayThe customer contacted Raise later in November expressing that the gift cards were not working for the purchase that he was attempting to makeThe serving agent informed the customer that the gift cards still had a valid balance and that we would be unable to issue a refundRaise terms and conditions express that we are unable to issue a refund for a gift card with a valid balance[redacted] ***, like all retailers, have restrictions for how a gift card is used, and all gift cards purchased are subject to the terms and conditions of the individual retailersWhen the customer called again in January, still seeking a refund, he was told by the serving agent again that a refund could not be issued but that if he would like, he could resell the gift cards on the marketplace to regain some of the fundsShortly after the agent notified the customer of this, the customer issued a dispute through the bankWhen a dispute is issued the customer’s account is placed on a hold until the dispute has been resolvedIn this case, the customer sold the gift cards while the dispute was active so he was unable to request the funds from his Raise account for selling the gift cards, as he could not be refunded for them and also paid out for selling the same gift cards.The disputes have been resolved in the favor of Raise and the customer’s account is no longer on holdTo retrieve his funds he will need to log into his Raise account and go to My Account > My Listings > Available FundsFrom there he can withdraw the funds back to either a physical check, paypal or direct depositWe encourage the customer to call back in or send us an email to [redacted] if he has any questions regarding the withdrawal of his funds.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 Revdex.com complaint number [redacted] , we were able to review the order and offer a solution to the customerOn June 8, the customer purchased three [redacted] Air Lines gift cards from Raise.comEach of the cards had a value of $and purchase price of $The customer reached out to Raise Member Services on June 9, and expressed to the serving agent that one of the gift cards had a status of closed and could not be used to make a purchaseUpon receiving this information, the serving agent escalated the customer’s case to the Gift Card Support Team for further reviewDue to the type of gift card and the issue that occurred, the Gift Card Support Team needed to review the order before a refund could be processedCurrently the response time for the Gift Card Support Team is between 10-business days, but customers tend to hear back in under a week At this time, the customer has been fully refunded the $purchase price that was paid for the [redacted] Air Lines gift cardThis refund will be reflected on the customer’s original payment source in 1-business daysA confirmation email will also be sent to the customer, to which the customer can reply if there are any further questionsWe would like to consider the issue resolved at this time and look forward to better serving the customer again in the future
Complaint: [redacted] I am rejecting this response because when I called the help desk, they told me that there was nothing they could do and that no supervisors were available to help me with my complaint and that I would just have to wait until they could figure it out to process my refundThis is not acceptable when there was no disclaimer that said "if you are by the Canadian border please don't use Raise" This left me without money on my vacation because it was now tied up This type of behavior should be reflected in their rating Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 6, 2015/09/08) */ Dear Ms [redacted] , I was able to fully review your case regarding your J [redacted] cardAfter further communication with both you and the brand, I am pleased to say we have come to a conclusion The J [redacted] card you purchased was indeed a merchandise creditWe have since established that these are nontransferable and therefore will not be offered on our marketplace in the futureAs a secondhand marketplace, all of the cards on our site are listed by other membersThe cards are always verified before they're approved for the marketplace and again before your order is processed We were able to issue a full refund of $back to your original payment sourceAn additional credit has been notated on your account as wellWe thank you for bringing this issue to our attention and overall we are glad to have resolved this for you Please don't hesitate to reach out if you have any further questionsWe would be happy to help in any way we can Kindest regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We were able to further review Revdex.com complaint number [redacted] filed by [redacted] ***s as well as the order in questionThe orde [redacted] contained four Lucky Brand gift cards and the order total was $This order was placed on 12/8/at 3:p.mCST and was immediately processed and delivered to his Raise account [redacted] called our Member Services department on 12/9/and initially spoke to one of our agentsHe explained that he no longer needed these gift cards because he had missed a sale at Lucky BrandThe agent explained that our return policy does not cover buyer’s remorse or misinterpretation of timingOur Day Guarantee clearly states a purchase will be refunded if an issue arises with the redemption of a gift card purchased from RaiseAt this point, [redacted] asked to speak to a supervisor and was connected with [redacted] , the Member Services supervisor on duty [redacted] reiterated our policy and explained that we would not be able to refund the $to [redacted] The necessary individuals have reviewed this phone call, and [redacted] acted fairly and within Raise policyWhile we fully understand that [redacted] is a repeat customer and his business is very much appreciated, we are unable to refund him for completely valid gift cards that he has already been given access toWe will continue to ensure policy is appropriately communicated and all members are treated with the utmost respectWe sincerely apologize for the inconvenience
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 meThanks for your assistance in resolving this matter Sincerely, [redacted]
After receiving and further reviewing Revdex.com complaint number , we are, unfortunately, unable to offer the customer a different resolution, but are happy to further address the concerns presentedAs mentioned previously, it is true that the gift card was not listed the same day it was uploaded, as we require a day hold on travel cardsWe had mentioned previously that the card would be officially live on the marketplace on January 9, In addition, further verification was needed for this specific instance as the information provided with the Credit Card verification was a mismatch with the information provided with the ACH Direct DepositWe did request IDs for both parties listed for this reasonDue to the IDs not being uploaded, the account was placed on a temporary hold as wellThis information is all presented in our Terms of Use, Section 3(e)(https://www.raise.com/terms) The funds were not even able to be withdrawn until January 10, 2017, as the gift card sold in an order on that dateThere was no funds available to be withdrawn before that dateAt the initial time the customer reached out to the supporting agent on January 26, 2017, the supporting agent was able to see that the card had officially soldIn order to protect the integrity of the marketplace, our Seller Support Team reached out to the buyer to verify the balance was redeemableDue to the buyer not being able to redeem the card, as well as the error message that was presented, we had to refund the buyer and hold the seller accountable, which resulted in a seller debit for the customerOur Gift Card Support Team reached out to the brand to inquire more information about this gift cardThe brand informed them that the gift card was canceled due to the original purchaser of this gift card disputing the charge with their credit card provider claiming they did not purchase it We take the security of the marketplace very seriously at Raise and due to the gift card being canceled due to the fraudulent charge and the resulting seller debit, there are no funds available to be withdrawn for the customerAs mentioned, if the customer has any additional correspondence from the brand, it can be forwarded to [email protected] this moment, we would like to consider this issue resolved and any further questions can be sent to the email address provided
After receiving Revdex.com complaint number [redacted] , we were able to review the order in question id="docs-internal-guid-119afc5d-3928-d501-979f-c083913400a4">On August 28th, the customer placed order [redacted] for two Lowe’s gift cards and paid a total by credit card of $The gift card in question was purchased with an original value of $and as the customer mentioned in her first email inquiry to Raise it should have a remaining value of $after her initial redemption of some of the value The gift cards that are bought and sold across the Raise marketplace are all previously owned and sometimes previously used gift cards or merchandise creditsWhen they are listed on the marketplace no distinction is made as to the difference when this will not affect that member’s purchasing experience or redemption methodAs [redacted] has recently changed their policy, the redemption method for merchandise credits has also been changed to reflect that policy Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved as of March 2, As order [redacted] falls so far outside of the Raise Day Guarantee no further action can be taken on the order by Raise and a refund will not be providedWhile there is no expiration on the the gift cards, the Raise Day Guarantee does only guarantee the purchase price 100% for the first days after the date of purchase We appreciate the customer’s business and understand that while the Day Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be an inconvenience and the customer was offered a promotional code for $off an order of $or more during interaction with an agent over the phone
Complaint: [redacted] I am rejecting this response because:the $was a courtesy that was given because raise.com said they wouldn't refund my $ After I did extensive hours of research I found that raise.com did indeed sell me a card that was bought with a stolen credit card and sold me a gift card for $that indeed had a value of $0.00upon contact with raise.com they claimed to have checked it before sending to me and that it had a proper value on the gift card of which I paid $ They said they wouldn't and couldn't refund due to hey sold me a valid gift card and it was past their "return" policy I spent countless hours on the phone and sent numerous examples emails with no success but to hear the same answer from raise.com That hey couldn't refund me.I still haven't received any flee fund that they claim they processed and they took my $in rewards that had nothing to do with the $that they owe me I proved them wrong and they claim they have refunded me but this is yet just another lie Not only does raise.com owe me $for the card which they now admit they sold me and was stolen and had a zero balance but they owe my an additional $for the accrued time that I spent in research, phone time and all the above I spent over billable hours in attemp to get a refund that should have been processed from the beginning Sincerely, [redacted]
I purchased a gift card that have a listed value of $and paid $for itThe gift card was only listed of a few minutes before I purchased itI went to pay for something online and they only took off $I checked the value of the gift card and it was reported as $I called Raise.com and they will refund the money in 5-business daysThe agent on the phone told me that they check the balances of all their gift cardsReally? So, why did I pay more then the value for a gift card? And waiting 5-business for my money back doesn't help meI think I deserve more then an apology and refund for the aggravation
We have further reviewed Revdex.com complaint number [redacted] as well as the Raise account and order associated with this complaint The order Rwas placed on July 20, for a $ [redacted] gift cardLike all Raise purchases, this order was protected by our Day Guarantee (https://www.raise.com/return-policy)If an issue should arise with a gift card within the first days, a refund will be issued This customer called into Raise Member Services on December 28, regarding the [redacted] gift cardThey were told by the restaurant that this gift card had no balanceBecause this order was outside our day guarantee, the Member Services agent sent it to our Gift Card Support Team for reviewUnfortunately, our support team was unable to provide a timely responseOn February 1, a supervisor followed up with the customer to let them know that we were unable to submit a refund because it was outside policy 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 both Member Services and Gift Card Support A total of $has been added to the customer’s account in the form of Raise RewardsThis is a credit that will automatically apply to the next orderA confirmation email has been sent with further instructions as wellAgain, our sincerest apologies for the inconvenience this has caused and we hope to serve them again in the future
After receiving Revdex.com complaint number [redacted] we were able to review the orders in question id="docs-internal-guid-a864be5b-1bfd-f1df-dbcc-99172c5dfd0e">The customer placed four orders on Raise.com on February 15, Each order contained at least two [redacted] eGift vouchersOn February 23, the customer contacted Raise Member Services and relayed to the serving agent that all of the cards in three orders no longer contained the expected valueThe customer again contacted Raise Member Services about another order that was not working on February 25, Both serving agents relayed to the customer that the orders would have to be escalated to the Gift Card Support Team due to the high value of the gift cards Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and, as mentioned by the customer, a dispute was filed on two out of the four ordersThe two orders that were disputed have been resolved in favor of the customer and the refund of $that they are receiving will come through their banking institution In regards to the orders that were not disputed, we have issued a refund for one of the orders and are continuing to work with the brand to come to a resolution for the customer for the order with the purchase price of $To complete our conversation with the brand, we have reached out to the customer and will need a response from them before we can get this expedited and completedWe 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 TeamWe would like to sincerely apologize for any inconvenience this has caused for the customer and will continue to work with the customer and the brand until the only outstanding order has been resolved
Complaint: [redacted] I am rejecting this response because this is an unacceptable resolution, nor does the so-called should there be a limit on a "money back guarantee" If you are offering a service, from a third party, you (Raise) should be held completely responsible There is no day statute of limitation on being defrauded by a company, as I have, and neither does an offer of $compensate for the amount I spent I advised Raise that while they would not be able to get this money back from the third party (for whatever internal reasons they had and didnt advise), that I should have at a credit on my Raise account to purchase other gift cards totaling the amount that I PAID FOR GIFT CARDS.Another acceptable form of resolution would be for Raise to reach out to their member data base and see how many customers like myself have been defrauded by purchasing gift cards and later them having no balance on the card Again, this is not my first issue with Raise I have purchased many gift cards in the past that have either had no balance (within their money back guarantee time frame) and I have been EMBARRASSED while attempting to use them and then find out they had no money one them (at which point I had to pay for services at a time I thought I had a gift card to cover my expense); or I have partially used a gift card and then later tried to re-use it and was met with the same problem Either within or outside of their so-called "guarantee", they have to have a better system in place to protect the consumer - and THEY ARE NOT DOING THAT The public needs to be aware and alerted of what is going on - as there may be others out there and dont know how to proceed with getting their matters resolved.Again, if Raise credits my account for the entire amount purchased for the [redacted] gift cards, wherein I can purchase another gift card (for immediate use), then I will be satisfied and consider this complaint closed Otherwise, I will continue to pursue this matter, including finding a way to notify other Raise consumers in the hopes of a class action resolution Sincerely, [redacted]
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 $valued [redacted] gift card for the purchase price of $This was a physical gift card that was delivered to the customer’s shipping addressThe time-frame for physical cards to arrive is typically 3-daysAs 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, and once more on March 20, informing Raise that the [redacted] card was not working as intendedThe customer claimed that the brand had informed him that the card was “closed” and no longer validThe customer also stated that they were never able to use any amount of the $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 Year Money-Back GuaranteeThe supporting agent provided the customer with $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 GuaranteeThis was changed to a full Year Money-Back Guarantee in January of After applying these time-frames to the initial order, the order still fell outside of the GuaranteeDue 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 GuaranteeHowever, 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 $in Raise Rewards that will be added to the customer’s accountIn total, the $that the customer initially received when contacting Raise Member Services, and the $being added now, adds up to the $original purchase priceWe 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 $refundThis refund comes in the form of Raise Rewards and is available for the customer to use at their earliest convenienceAgain, this is a courtesy outside of policy refund, that will not be honored in the futureOur Year Money-Back Guarantee is in place to protect our customers for up to Year if they ever experience any issues with a card purchased on RaiseWe 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 marketplaceAny other questions or concerns the customer may have can be sent via email to [redacted] @raise.comWe hope to better serve the customer in the future
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.The customer made a purchase, February 12, 2016, on Raise.com for an American Eagle Outfitters gift card with a value of $for a purchase price of $On May 28, the customer contacted Raise Member Services and expressed to the serving agent that the gift card had not worked for his purchase and that there were no longer funds available on the cardAt this time, the serving agent expressed that the order could not be refunded as the order 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 purchaseThis order fell outside of the Raise Guarantee as of May 22, 2016, and while the customer only contacted us a few days outside of the guarantee period, it is a strict time frameFor that reason the order cannot be refundedHad the customer contacted Raise on or before May 22, a different resolution would have been reached due to the terms and conditions of the Raise GuaranteeWe would like to sincerely apologize to the customer for any inconvenience this may have caused and look forward to better serving him again in the future
Complaint: [redacted] I am rejecting this response because: the gift cards I purchased clearly state " no expiration date"So again you are selling invalid or fraudulent items How can you look into something to see if it expired if it states no expirationTo me it sound like you have no clue what's going on Again, because you cannot operate your business effectively I am out moneyI could have purchased other gift cards at a discount from the establishment itself but always had good luck with raise in the past Great customer service Apparently all that matters is the bottomline Sincerely, [redacted] ***
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the customer has already been offered the requested resolutionOn January 16, the cutomer made a purchase on Raise.com for a [redacted] gift card with a value of $for a purcahse price of $The customer contacted Raise Member Service on May 11, and expressed to the serving agent that the gift card had a $balance and could not be redeemedThe order was forwarded to the Gift Card Support Team for further review as the customer contacted us outside of the Day Money-Back Guarantee period The Gift Card Support Team determined on May 12, that the [redacted] gift card would be refunded for the full purchase price of $112.50, and the customer was notified on May 12, via email Overall, we are pleased to have resolved this issue for the customer and look forward to serving him again in the future
We were able to further review Revdex.com complaint [redacted] and the order in question [redacted] )This order was placed on 11/14/and contained multiple gift cards as the customer initially statedThe customer did send multiple emails to our support email regarding his [redacted] cardThe gift card was not delivered within the 3-business days specified in our shipping policyOn 12/17/15, one of our Member Services agents wrote back to the customer confirming a refund for the [redacted] card that he did not receiveAt this point, $was refunded to his original payment methodUnfortunately, were unaware of the balance discrepancy with the [redacted] gift card until reading the customer’s complaintWe have now submitted a partial refund for the balance that was missing from the [redacted] gift cardAn email confirmation for this refund was sent on 12/We apologize that this matter was not handled in a timely manner and we are actively working to add support staff to ensure that each request is addressed quickly and efficiently
After receiving Revdex.com complaint number [redacted] , we were able to review the order in question id="docs-internal-guid-e396bb1b-fac0-6437-c1ce-af08ea9d648f">On January 27, 2017, the customer purchased [redacted] gift cards valued at $each for a total purchase price of $(each gift card was priced at $22.00, respectfully)The customer reached out to Raise via email that same day, stating they were not able to use the gift cards due to the brand’s redemption restrictionsBecause of this, the customer wished to return these cards A supporting agent responded to the customer the next day, on January 28, 2017, informing the customer that these gift cards are unable to be returned/refunded as they are all active and show the full accurate balanceEvery gift card on the order showed and is still holding the full $value The customer emailed Raise back that same day again requesting a refund for this order, due to the brand’s redemption restrictionsThe customer sent another email on January 31, 2017, as they had not heard back from Raise in regards to this issueThe supporting agent responded back to the customer via email on February 1, informing the customer that this specific order was not covered under our Year Money-Back Guarantee ( [redacted] )The Delivery & Redemption information for the [redacted] gift card listing does state: “Only one gift card may be used per transactionGift cards cannot be combined with other promotions.” The supporting agent informed the customer of where they can find this information on the website as well The Delivery and Redemption information is available before a purchase is made, on the gift card’s listing pageEvery gift card listed on the marketplace does have specific Delivery and Redemption information available for customers to view before making a purchaseWe do understand that different brands do have different redemption instructions, and this is why the Delivery Information is available for customers before, as well as after, they complete their purchase In this particular case, the three [redacted] gift cards do still contain the full and valid balance of $each, and as the Raise Guarantee does not honor returns on gift cards with full active balances, we are unfortunately, unable to honor a refund for these gift cardsAt this time, we would like to consider the issue resolved, and as the gift cards are valid, we encourage the customer to relist these gift cards for sale on our marketplace, if they no longer wish to keep themWe would be more than happy to answer any follow up questions in regards to that process via email at [redacted]
After receiving Revdex.com complaint number [redacted] we were able to review the order in question and the requested settlement has been provided.On November 25, the customer purchased a [redacted] gift card with a value of $for a purchase price of $which the customer paid for by credit card.The customer contacted Raise Member Services via email on February 13, expressing that the [redacted] gift card had a $balance when she went to use it in the RestaurantRegrettably, 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, This resolution included a full refund for the purchase price of $to the customer’s original payment sourceWe 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 overallWe are pleased to have resolved this issue for the customer and look forward to serving them again in the future
After receiving and reviewing Revdex.com complaint number [redacted] we are able to offer the customer a resolution.The customer purchased three [redacted] gift cards from Raise.com on November 8, for varying values and pricesThese purchases were made across three different orders all placed on that same dayThe customer contacted Raise later in November expressing that the gift cards were not working for the purchase that he was attempting to makeThe serving agent informed the customer that the gift cards still had a valid balance and that we would be unable to issue a refundRaise terms and conditions express that we are unable to issue a refund for a gift card with a valid balance[redacted] ***, like all retailers, have restrictions for how a gift card is used, and all gift cards purchased are subject to the terms and conditions of the individual retailersWhen the customer called again in January, still seeking a refund, he was told by the serving agent again that a refund could not be issued but that if he would like, he could resell the gift cards on the marketplace to regain some of the fundsShortly after the agent notified the customer of this, the customer issued a dispute through the bankWhen a dispute is issued the customer’s account is placed on a hold until the dispute has been resolvedIn this case, the customer sold the gift cards while the dispute was active so he was unable to request the funds from his Raise account for selling the gift cards, as he could not be refunded for them and also paid out for selling the same gift cards.The disputes have been resolved in the favor of Raise and the customer’s account is no longer on holdTo retrieve his funds he will need to log into his Raise account and go to My Account > My Listings > Available FundsFrom there he can withdraw the funds back to either a physical check, paypal or direct depositWe encourage the customer to call back in or send us an email to [redacted] if he has any questions regarding the withdrawal of his funds.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 Revdex.com complaint number [redacted] , we were able to review the order and offer a solution to the customerOn June 8, the customer purchased three [redacted] Air Lines gift cards from Raise.comEach of the cards had a value of $and purchase price of $The customer reached out to Raise Member Services on June 9, and expressed to the serving agent that one of the gift cards had a status of closed and could not be used to make a purchaseUpon receiving this information, the serving agent escalated the customer’s case to the Gift Card Support Team for further reviewDue to the type of gift card and the issue that occurred, the Gift Card Support Team needed to review the order before a refund could be processedCurrently the response time for the Gift Card Support Team is between 10-business days, but customers tend to hear back in under a week At this time, the customer has been fully refunded the $purchase price that was paid for the [redacted] Air Lines gift cardThis refund will be reflected on the customer’s original payment source in 1-business daysA confirmation email will also be sent to the customer, to which the customer can reply if there are any further questionsWe would like to consider the issue resolved at this time and look forward to better serving the customer again in the future
Complaint: [redacted] I am rejecting this response because when I called the help desk, they told me that there was nothing they could do and that no supervisors were available to help me with my complaint and that I would just have to wait until they could figure it out to process my refundThis is not acceptable when there was no disclaimer that said "if you are by the Canadian border please don't use Raise" This left me without money on my vacation because it was now tied up This type of behavior should be reflected in their rating Sincerely, [redacted] ***
Initial Business Response / [redacted] (1000, 6, 2015/09/08) */ Dear Ms [redacted] , I was able to fully review your case regarding your J [redacted] cardAfter further communication with both you and the brand, I am pleased to say we have come to a conclusion The J [redacted] card you purchased was indeed a merchandise creditWe have since established that these are nontransferable and therefore will not be offered on our marketplace in the futureAs a secondhand marketplace, all of the cards on our site are listed by other membersThe cards are always verified before they're approved for the marketplace and again before your order is processed We were able to issue a full refund of $back to your original payment sourceAn additional credit has been notated on your account as wellWe thank you for bringing this issue to our attention and overall we are glad to have resolved this for you Please don't hesitate to reach out if you have any further questionsWe would be happy to help in any way we can Kindest regards, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)
We were able to further review Revdex.com complaint number [redacted] filed by [redacted] ***s as well as the order in questionThe orde [redacted] contained four Lucky Brand gift cards and the order total was $This order was placed on 12/8/at 3:p.mCST and was immediately processed and delivered to his Raise account [redacted] called our Member Services department on 12/9/and initially spoke to one of our agentsHe explained that he no longer needed these gift cards because he had missed a sale at Lucky BrandThe agent explained that our return policy does not cover buyer’s remorse or misinterpretation of timingOur Day Guarantee clearly states a purchase will be refunded if an issue arises with the redemption of a gift card purchased from RaiseAt this point, [redacted] asked to speak to a supervisor and was connected with [redacted] , the Member Services supervisor on duty [redacted] reiterated our policy and explained that we would not be able to refund the $to [redacted] The necessary individuals have reviewed this phone call, and [redacted] acted fairly and within Raise policyWhile we fully understand that [redacted] is a repeat customer and his business is very much appreciated, we are unable to refund him for completely valid gift cards that he has already been given access toWe will continue to ensure policy is appropriately communicated and all members are treated with the utmost respectWe sincerely apologize for the inconvenience
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 meThanks for your assistance in resolving this matter Sincerely, [redacted]
After receiving and further reviewing Revdex.com complaint number , we are, unfortunately, unable to offer the customer a different resolution, but are happy to further address the concerns presentedAs mentioned previously, it is true that the gift card was not listed the same day it was uploaded, as we require a day hold on travel cardsWe had mentioned previously that the card would be officially live on the marketplace on January 9, In addition, further verification was needed for this specific instance as the information provided with the Credit Card verification was a mismatch with the information provided with the ACH Direct DepositWe did request IDs for both parties listed for this reasonDue to the IDs not being uploaded, the account was placed on a temporary hold as wellThis information is all presented in our Terms of Use, Section 3(e)(https://www.raise.com/terms) The funds were not even able to be withdrawn until January 10, 2017, as the gift card sold in an order on that dateThere was no funds available to be withdrawn before that dateAt the initial time the customer reached out to the supporting agent on January 26, 2017, the supporting agent was able to see that the card had officially soldIn order to protect the integrity of the marketplace, our Seller Support Team reached out to the buyer to verify the balance was redeemableDue to the buyer not being able to redeem the card, as well as the error message that was presented, we had to refund the buyer and hold the seller accountable, which resulted in a seller debit for the customerOur Gift Card Support Team reached out to the brand to inquire more information about this gift cardThe brand informed them that the gift card was canceled due to the original purchaser of this gift card disputing the charge with their credit card provider claiming they did not purchase it We take the security of the marketplace very seriously at Raise and due to the gift card being canceled due to the fraudulent charge and the resulting seller debit, there are no funds available to be withdrawn for the customerAs mentioned, if the customer has any additional correspondence from the brand, it can be forwarded to [email protected] this moment, we would like to consider this issue resolved and any further questions can be sent to the email address provided
After receiving Revdex.com complaint number [redacted] , we were able to review the order in question id="docs-internal-guid-119afc5d-3928-d501-979f-c083913400a4">On August 28th, the customer placed order [redacted] for two Lowe’s gift cards and paid a total by credit card of $The gift card in question was purchased with an original value of $and as the customer mentioned in her first email inquiry to Raise it should have a remaining value of $after her initial redemption of some of the value The gift cards that are bought and sold across the Raise marketplace are all previously owned and sometimes previously used gift cards or merchandise creditsWhen they are listed on the marketplace no distinction is made as to the difference when this will not affect that member’s purchasing experience or redemption methodAs [redacted] has recently changed their policy, the redemption method for merchandise credits has also been changed to reflect that policy Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved as of March 2, As order [redacted] falls so far outside of the Raise Day Guarantee no further action can be taken on the order by Raise and a refund will not be providedWhile there is no expiration on the the gift cards, the Raise Day Guarantee does only guarantee the purchase price 100% for the first days after the date of purchase We appreciate the customer’s business and understand that while the Day Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be an inconvenience and the customer was offered a promotional code for $off an order of $or more during interaction with an agent over the phone
Complaint: [redacted] I am rejecting this response because:the $was a courtesy that was given because raise.com said they wouldn't refund my $ After I did extensive hours of research I found that raise.com did indeed sell me a card that was bought with a stolen credit card and sold me a gift card for $that indeed had a value of $0.00upon contact with raise.com they claimed to have checked it before sending to me and that it had a proper value on the gift card of which I paid $ They said they wouldn't and couldn't refund due to hey sold me a valid gift card and it was past their "return" policy I spent countless hours on the phone and sent numerous examples emails with no success but to hear the same answer from raise.com That hey couldn't refund me.I still haven't received any flee fund that they claim they processed and they took my $in rewards that had nothing to do with the $that they owe me I proved them wrong and they claim they have refunded me but this is yet just another lie Not only does raise.com owe me $for the card which they now admit they sold me and was stolen and had a zero balance but they owe my an additional $for the accrued time that I spent in research, phone time and all the above I spent over billable hours in attemp to get a refund that should have been processed from the beginning Sincerely, [redacted]
I purchased a gift card that have a listed value of $and paid $for itThe gift card was only listed of a few minutes before I purchased itI went to pay for something online and they only took off $I checked the value of the gift card and it was reported as $I called Raise.com and they will refund the money in 5-business daysThe agent on the phone told me that they check the balances of all their gift cardsReally? So, why did I pay more then the value for a gift card? And waiting 5-business for my money back doesn't help meI think I deserve more then an apology and refund for the aggravation
We have further reviewed Revdex.com complaint number [redacted] as well as the Raise account and order associated with this complaint The order Rwas placed on July 20, for a $ [redacted] gift cardLike all Raise purchases, this order was protected by our Day Guarantee (https://www.raise.com/return-policy)If an issue should arise with a gift card within the first days, a refund will be issued This customer called into Raise Member Services on December 28, regarding the [redacted] gift cardThey were told by the restaurant that this gift card had no balanceBecause this order was outside our day guarantee, the Member Services agent sent it to our Gift Card Support Team for reviewUnfortunately, our support team was unable to provide a timely responseOn February 1, a supervisor followed up with the customer to let them know that we were unable to submit a refund because it was outside policy 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 both Member Services and Gift Card Support A total of $has been added to the customer’s account in the form of Raise RewardsThis is a credit that will automatically apply to the next orderA confirmation email has been sent with further instructions as wellAgain, our sincerest apologies for the inconvenience this has caused and we hope to serve them again in the future