After receiving Revdex.com complaint number [redacted] we were able to review the order in question id="docs-internal-guid-c0b318b2-bc10-bbca-95a8-b83cd6dd7cee">On April 20, the customer purchased a [redacted] gift card from Raise.com with a value of $and a purchase price of $for which $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 requestedThe check was sent to the customer on June 8, The check may have met a hold up in the post office, as the check was issued by Raise on the previously mentioned dateWe understand that this can be an inconvenience, but a check has a day holding period where it cannot be canceled without extended fees for the customer This check having been issued on June 8, will be voided on July 23, 2016, at which time a new check can be issued to the customerWe will follow up with the customer so that she does not need to take any further steps as we understand that this has already been an inconvenience We would like to sincerely apologize for the inconvenience and look forwarding to better serving this customer 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] ***
I placed a gift certificate order and when it arrived, we checked the balance on the [redacted] website and there was $on the cardI emailed both [email protected] and [email protected] a week ago and have not received a reply regarding being charged for an empty gift card
We were able to further review Revdex.com complaint number filed by the customer in order to offer an explanation of our verification processThe customer placed on order [redacted] ) at 12:PM CST on December 30th, for two Walmart electronic gift cards with an order total of $ She was notified via email eight minutes later that in order to complete her order and have the gift cards electronically delivered to her account, our Processing Team would need her to call in for further verificationShortly after, the customer phoned in and spoke to a processing agent As a standard procedure, the first-time customer was asked selected questions that are generated from public domain information This information is kept secure and is used strictly to verify the information of the customer, as well as protect the integrity of the Raise marketplaceAs a member to member marketplace, the security of our users’ information is of utmost importanceFor this reason, our verification process is used to ensure high value orders are indeed placed by the memberRaise will use commercially reasonable efforts to limit access to your personal information to employees, agents, and officers of Raise, and only provide what is required to perform their job duties When the customer was asked to confirm the last four digits of her social security number, the agent was not allowed access to her full number, only the last four As stated by the Terms & Conditions: “Raise reserves the right, but has no obligation, to verify your information through whatever means it may deem reasonable.” We respect a customer’s decision to refuse completion of the verification process and wish to let the customer know that we sincerely apologize that we could not process her order At the customer’s request, her account has been closedAs previously stated, the verification process is used to protect the integrity of the member and the marketplaceWe would be happy to serve this member in the future, as she is more than welcome to open a new account at any time We apologize for the inconvenience
After receiving Revdex.com complaint number [redacted] , we were able to review the order and offer the requested solution to the customerOn July 19, the customer placed an order on Raise.com for multiple [redacted] (In Store Only) cardsThese cards all contained different values and purchase prices, and were coming from multiple sellersSellers are given three business days to ship out a gift card and the cards are given business days to arriveIn this case, three of the gift cards did not show tracking details after the allotted shipment dateThe seller confirmed that these gift cards were shipped, while the tracking details still did not reflect this information The customer contacted Raise Member Services on July 28, and expressed to the serving agent through the chat feature, that the gift cards had not arrived and there was no trackingAs the seller had confirmed the gift cards were in the mail, the serving agent informed the customer that we need to wait the full days before a refund can be processedThis is because tracking details do not always reflect information accurately, and the seller had confirmed that the gift cards were on their wayAt this time, the days from the purchase date have passed and the customer has been refunded for the three gift cards that did not arriveWe understand that this process has been an inconvenience and are working to make improvements to all physical gift card purchases and policiesWe would like to offer our sincerest apologies to the customer and look forward to better serving him in the future
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding account information, it appears that the current resolution is warranted.The customer has been selling cards on Raise.com since August 8, The customer had completed all verification processes and had received all payments as intendedThe customer had requested two payments, on August 16th and August 18th, 2017, respectfullyThe payment that was requested on August 16th was for $89.52, and the payment requested on August 18th was for $As the customer chose [redacted] as a payment option, the funds take between 2-business days to officially transferThe payment requested on 8/was scheduled to go out and officially process on 8/and the payment requested on 8/was scheduled to go out and officially process on 8/22.After confirming with our Seller Support Team, these payments did process as expected, but we would like to address the concern that the customer had in regards to not being able to request a payment between 8/and 8/18.At some point in this process, there was a demo requested for our Bulk Seller Program that automatically assigned the customer to one of our Sales RepresentativesWhen this happened, the ability to withdraw funds was removed until either the Bulk Seller Enrollment Form was completed, or the customer decides that the program was not a good fitOur Director of Bulk Sales had reached out to the customer, and spoke with the customer’s husband on 8/and confirmed that the customer was not interested in the Bulk Seller ProgramOnce this information was provided, the Sales Rep was removed from the customer’s account, and the ability to withdraw funds was available once moreThe customer then proceeded to request their funds for $on 8/18.At this time, we would like to consider this case resolved as the full amount of $has been paid out to the customer via [redacted] These came in two separate payments, with $being processed on 8/and $being processed on 8/We are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the delay in a resolution and any confusion this has causedWe hope to better serve this customer 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 and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warrantedOn November 18, the customer purchased a Home Depot gift card with a balance of $and a purchase price of $from Raise.comThe customer then contacted Raise Member Services on July 13, and expressed to the serving agent that the gift card only had $available upon redemptionAt this time, the serving agent informed the customer that the order fell so far outside of the Raise Guarantee that no further action could be taken on the order and offered the customer a promotional code for a future purchase While there is no expiration on the gift card, the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseAs this gift card was not brought to the attention of the serving agent until well outside of the Raise Guarantee, a refund could not be offered to this customerThe guarantee period of this order lapsed as of February 26, The customer was offered a credit of $to use toward a future purchase that can be used in combination with the promotional code that was originally offered to the customer on the phone with the serving agent We would like to sincerely apologize for this inconvenience in this and look forward to better serving the customer again in the future
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order numbers, it appears that the current resolution is warrantedOn December 7, the customer placed an order for a [redacted] gift card with a value of $and a purchase price $The customer contacted Raise Member Services on July 28, and expressed to the serving agent that the gift card should have had a balance of $left but could no longer be redeemedAt the time, the serving agent informed the customer that the order fell outside of the Raise Guarantee and neither a refund nor replacement card could be offeredFor this issue the customer was provided with a promotional code as well as a $Raise Rewards credit as recompense On January 28, the customer purchase a [redacted] eGift card through Raise with a value of $for a purchase price of $The customer did not contact Raise Member Services in regards to this order, so no further compensation was previously offered, though the order is outside of the Raise Guarantee meaning that we would not be able to offer a refund or replacement card for this purchase either The customer mentioned a third gift card in the complaint but did not mention an order number, so unfortunately, we are unable to address that gift card as we are unable to locate it While there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseThat being said, we would like to offer the customer a one time courtesy Raise credit of $as this is the purchase price of the unused amount on the [redacted] card as well as the [redacted] card, minus the $that was provided by our Member Services Team and has already been utilized on the member’s account We are happy to have been able to provide a resolution and look forward to serving the customer again in the future
After receiving Revdex.com complaint number [redacted] and the corresponding rejection, we have again reviewed the order and will continue to work with the customer until he has been fully refundedThe escalation to the Gift Card Support Team took an extended period, and we understand why a dispute was filed by the customerWhen a dispute is filed, Raise loses the ability to organically refund a purchase and has to go through the banking institution When a customer contacts Raise within the day period, we go from the first point of contact and if that is within the days, the entire correspondence time is covered within the guarantee We are working with our payment processor to make sure that the customer gets his refund whether is comes through his banking institution while the dispute is active or if the dispute is dropped or resolved not in the customer’s favor, then the refund will come through Raise directlyWe would like to again apologize for the inconvenience and want to work with the customer to make sure that his money is returned
After receiving Revdex.com complaint number [redacted] , we were able to review the order in questionOn March 27, the customer placed an order for a [redacted] Store eGift card with a balance of $and purchase price of $91.47, on Raise.Before this complaint was received, the customer had no previous contact with Raise regarding this orderThe order was never previously refunded or rechargedThe gift card purchase was charged to the customer’s original payment source on March 27, and no refunds or other charges were made in connection to this orderOur Gift Card Support Team is currently looking into the trouble that this customer is experiencing with the gift card, and they will reach out to the customer with a resolution shortly.We are happy to answer any further questions that the customer may have regarding this order while we work toward the best resolution
After receiving Revdex.com complaint number [redacted] and the corresponding rejection, we have again reviewed the order and will continue to work with the customer until he has been fully refunded.The escalation to the Gift Card Support Team took an extended period, and we understand why a dispute was filed by the customerWhen a dispute is filed, Raise loses the ability to organically refund a purchase and has to go through the banking institutionWhen a customer contacts Raise within the day period, we go from the first point of contact and if that is within the days, the entire correspondence time is covered within the guaranteeWe are working with our payment processor to make sure that the customer gets his refund whether is comes through his banking institution while the dispute is active or if the dispute is dropped or resolved not in the customer’s favor, then the refund will come through Raise directly.We would like to again apologize for the inconvenience and want to work with the customer to make sure that his money is returned
After receiving Revdex.com complaint [redacted] and reviewing the order it is regarding, it appears that the current resolution is warranted The customer placed an order on Raise.com on November 21, for six [redacted] eGift cardsThe two cards in question were purchased with a $value and purchase price of $and a value of $and a purchase price of $On March 15, the customer reached out to Raise and expressed to the serving agent that these two gift cards, out of the six, had no valueThese two gift cards had been mailed to the customer in the physical form at the end of January due to the [redacted] policy change At the time when the member contacted Raise, the purchase was already outside of the guarantee period, but we are always happy to take a look into an order to see if there is something that we can do The Gift Card Support Team was escalated the order by the original serving agent as the order fell outside of the guarantee period, and on March 30, they notified the customer that due to how much time had passed since the order was placed, the order could not be refundedWhile 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 purchaseFor this reason, Raise is unable to offer a refund to the member for the purchaseWe would like to sincerely apologize for any inconvenience this may cause and look forward to serving the member again in the future
Complaint: [redacted] I am rejecting this response because:The card on file is not my correct card numberThem putting money back onto that card will do nothing for meI request they mail me a check in order to make sure it comes back to meI have ZERO access to that card anymore as it has been closed Sincerely, [redacted]
After receiving Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the customer.On November 27, the customer made a purchase on Raise.com for a [redacted] eGift/voucher with a balance of $and a purchase price of $The customer contacted Raise on March 4, and expressed to the serving agent that the physical gift card that she has received had a $balance when attempted to use in store [redacted] had a policy change in early January where they stopped accepting eGift/vouchers for their merchandise creditsThe eGift/voucher that the customer received electronically in her Raise wallet in November was a merchandise creditAs this purchase was within the Raise Guarantee, Raise requested all sellers to send the physical gift cards to the buyers that would have been affected by this changeAll merchandise credit gift cards were sent out regardless if they had been used while in the eGift/voucher format by the buyer as the sellers went ahead and sent out their entire inventory to ensure that every card made it to the buyer in the case they had not used it, or did make a return on that card number after the factThe cards sent out came with an insert stating that the [redacted] policy had changedWe understand that this can be confusing and part of the reason that the process to resolve this for the customer took so long is because it is possible that the customer did use the funds on the gift card while it was in the eGift/voucher formatWhile that is still possible, Raise has issued the customer a refund for the full purchase price of $The customer was notified of this refund on May 12, and the refund should be on shown back on the original payment source within 1-business daysOverall, we are pleased to have resolved this issue for the customer and look forward to serving her again in the future
I ordered over $4,in gift cards for a home improvement store It was a total of cards but only arrived The Post Office attempted to deliver but it required a signature so they left the card to come pick it up I went to pick it up twice from the post office and long story short, the Post Master at the local office said it was just lost and since the sender (raise.com) did not insure it that they were not liable even though they know they lost it (that's a whole other complaint!) I paid almost $for the missing card which I figured I would not recoup After a pretty brief conversation (mins) with a raise.com customer service rep they said I would be refunded the full amount since it falls under their year money back guarantee I got off of the phone with her less than mins ago and have already received the email confirmation I know people usually only speak up when they have bad experiences which I expected to have but am now so happy with the outcome!
After receiving and reviewing Revdex.com complaint number [redacted] and the order in question, we are unable to offer the customer a different resolutionThe customer purchased a Walmart gift card with a value of $for a purchase price of $from Raise.com on September 11, On January 25, the customer’s assistant contacted Raise Member Services via phone, and notified the serving agent that the gift card had a $balance and the customer had not used itAt that point the order was escalated to the Gift Card Support Team as it fell outside of the Raise Day GuaranteeRegrettably, the Gift Card Support Team was unable to respond in a timely manner and the customer was informed on March 18, 2016, via email, that no further action could be taken on the order as it fell outside of the guarantee periodWe 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 TeamThe Raise Day Guarantee covers all orders for the first days after the date of purchaseAfter that time, Raise is still happy to look into any order that have an issue, but cannot guarantee a refund the same way we do within the first daysFor this order, the customer contacted Raise outside of the guarantee period and the Gift Card Support Team determined that because the order was outside of the guarantee period, a refund could not be issuedWe would like to sincerely apologize for this inconvenienceWe feel that this issue has been resolved in accordance with the Raise guarantee and will continue to ensure that Raise policy is adhered to and properly communicated
After receiving Revdex.com complaint number [redacted] , we were able to review the orders as well as the customer’s accountWe would like to offer a solution to the customer.Between September and September 2015, the customer purchased a total of [redacted] gift cards across four Raise orders [redacted] The total purchase price across all four orders was $These cards were delivered electronically to both the customer’s Raise account and emailOn February 1, 2018, the customer contacted Raise Member Services via live chat stating that they were no longer able to use these gift cards due to a change in [redacted] gift card policyThe customer had also emailed in the day before with the same claimUnfortunately, [redacted] changed the way gift cards were redeemed in December of The brand was no longer accepting electronic gift cards and required the actual physical card in order to redeem cardsAt the time, Raise had a Day Money-Back Guarantee and any issues that arose during that time were resolved under our Guarantee policy.The customer spoke to a supporting supervisor that same day, February 1, The supervisor explained the situation to the customer and informed the customer that due to the time that had passed since this order was originally placed, a refund was not possibleRaise now has a 1-Year Money-Back Guarantee and even after applying this guarantee to the original order, it is still far outside of the policy time-frame.After taking a closer look at these cards, and the customer’s account, we will be able to provide the customer with a courtesy one-time refund for the remaining balance that is on the cardsOur Trust & Safety team checked the balance of all cards, and cards still had a balance remaining for a total of $The other cards have a zero balance and we see that they have been successfully redeemedWe will be able to provide a refund for the cards that still have the balance on themThis will be in the form of Raise Rewards, and these rewards have been added to the customer’s account and can be used at their earliest convenienceAs an extension of our apology, we have added a total of $to the customer’s account.At this time, we would like to consider this case resolved as we have provided the customer with a refund, in the form of Raise Rewards, for the cards that still have a balance and can no longer be redeemedThe $in Raise Rewards is available in the customer’s account and will automatically apply at checkoutWe would like to apologize once more to the customer for the confusion this has caused, as well as the time that it has taken to resolve this experienceWe feel that this issue has been resolved in accordance with the Raise Guarantee, and we welcome any further questions or concerns via email to [redacted] @raise.com
After receiving Revdex.com complaint number [redacted] , we were able to review the order in questionAt this time, the customer has received the requested resolution.On March 24, the customer placed an order on the Raise marketplace for a [redacted] eGift card with a value of $for a purchase price of $The customer then contacted Raise Member Services on July 5, and expressed to the serving agent that the gift card was only used for $before an issue occurred and the remaining balance could not be redeemedAt that time, the serving agent informed the customer that the order fell outside of the Day Money-Back Guarantee, and that being the case, the order had to be escalated to the Gift Card Support Team for further reviewAll orders received outside of days from the purchase date, must be reviewed by the Gift Card Support Team before a resolution can be offeredRegrettably, 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 August 25, The Gift Card Support Team was in contact with the brand and confirmed that there should have been a balance of $before the gift card was devalued by the brandThat being the case, the customer was provided a partial refund of $This partial refund was calculated by subtracting the amount used by the customer from the value of the gift card and then the percentage of savings the member received on the original purchase price was applied to the new value to determine the new purchase price.Dependent upon the customer’s banking institution, they should see the refund available back on their original payment source at this timeWe would like to apologize for the delay in resolution and any inconvenience this may have causedIn the future, we look forward to better serving the customer
Complaint: [redacted] I am rejecting this response because: As stated in Raise's response, my complaint was acknowledged and validated by Raise (additional documents or attachment aren't required)Raise failed to address my issue My primary issue doesn't have anything to do with theDay Guarantee Policy I understand this policy and concur with the policy My complaint is that a "merchandise credit card" was sold as a Gift Card which lead me to believe that the Gift Card will never expire or a policy change could occur Raise falsely identified and sold a merchandise credit card as a Gift Card Lowes Gift Card policy hasn't changed, since I purchased this card Lowes suspected fraudulent activity in the merchandise credit card area, and consequently they changed their policy regarding the merchandise credit card I had no idea that I had purchased or was holding a merchandise credit card number, until I tried to redeem the balance Raise acknowledges in their response that they didn't make any distinction between merchandise credit card vs Gift Card, since the difference will not affect the member’s purchasing experience or redemption method As we now know the difference between the merchandise credit card vs a Gift Card is huge, and Lowes is making a distinction between the two As a customer, I would never purchased a merchandise credit card I made numerous attempts to resolve this matter via e-mail without any success My e-mails went unanswered I then tried to get a resolution via telephone, and I was offended by Raise's $promotional code offer Then I decided to seek Revdex.com complaint process in hopes of highlighting this issue as a warning to others, and in hopes of obtaining a proper resolution Although the refund amount is only $17.95, I believe a business shouldn't advertise a merchandise credit card as a gift card, and when the situation gets exposed they leave the customer holding the bag Raise needs to make this right, and I would appreciate the $refund Sincerely, Eva Silva
After receiving Revdex.com complaint number [redacted] we were able to review the order in question id="docs-internal-guid-c0b318b2-bc10-bbca-95a8-b83cd6dd7cee">On April 20, the customer purchased a [redacted] gift card from Raise.com with a value of $and a purchase price of $for which $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 requestedThe check was sent to the customer on June 8, The check may have met a hold up in the post office, as the check was issued by Raise on the previously mentioned dateWe understand that this can be an inconvenience, but a check has a day holding period where it cannot be canceled without extended fees for the customer This check having been issued on June 8, will be voided on July 23, 2016, at which time a new check can be issued to the customerWe will follow up with the customer so that she does not need to take any further steps as we understand that this has already been an inconvenience We would like to sincerely apologize for the inconvenience and look forwarding to better serving this customer 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] ***
I placed a gift certificate order and when it arrived, we checked the balance on the [redacted] website and there was $on the cardI emailed both [email protected] and [email protected] a week ago and have not received a reply regarding being charged for an empty gift card
We were able to further review Revdex.com complaint number filed by the customer in order to offer an explanation of our verification processThe customer placed on order [redacted] ) at 12:PM CST on December 30th, for two Walmart electronic gift cards with an order total of $ She was notified via email eight minutes later that in order to complete her order and have the gift cards electronically delivered to her account, our Processing Team would need her to call in for further verificationShortly after, the customer phoned in and spoke to a processing agent As a standard procedure, the first-time customer was asked selected questions that are generated from public domain information This information is kept secure and is used strictly to verify the information of the customer, as well as protect the integrity of the Raise marketplaceAs a member to member marketplace, the security of our users’ information is of utmost importanceFor this reason, our verification process is used to ensure high value orders are indeed placed by the memberRaise will use commercially reasonable efforts to limit access to your personal information to employees, agents, and officers of Raise, and only provide what is required to perform their job duties When the customer was asked to confirm the last four digits of her social security number, the agent was not allowed access to her full number, only the last four As stated by the Terms & Conditions: “Raise reserves the right, but has no obligation, to verify your information through whatever means it may deem reasonable.” We respect a customer’s decision to refuse completion of the verification process and wish to let the customer know that we sincerely apologize that we could not process her order At the customer’s request, her account has been closedAs previously stated, the verification process is used to protect the integrity of the member and the marketplaceWe would be happy to serve this member in the future, as she is more than welcome to open a new account at any time We apologize for the inconvenience
After receiving Revdex.com complaint number [redacted] , we were able to review the order and offer the requested solution to the customerOn July 19, the customer placed an order on Raise.com for multiple [redacted] (In Store Only) cardsThese cards all contained different values and purchase prices, and were coming from multiple sellersSellers are given three business days to ship out a gift card and the cards are given business days to arriveIn this case, three of the gift cards did not show tracking details after the allotted shipment dateThe seller confirmed that these gift cards were shipped, while the tracking details still did not reflect this information The customer contacted Raise Member Services on July 28, and expressed to the serving agent through the chat feature, that the gift cards had not arrived and there was no trackingAs the seller had confirmed the gift cards were in the mail, the serving agent informed the customer that we need to wait the full days before a refund can be processedThis is because tracking details do not always reflect information accurately, and the seller had confirmed that the gift cards were on their wayAt this time, the days from the purchase date have passed and the customer has been refunded for the three gift cards that did not arriveWe understand that this process has been an inconvenience and are working to make improvements to all physical gift card purchases and policiesWe would like to offer our sincerest apologies to the customer and look forward to better serving him in the future
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding account information, it appears that the current resolution is warranted.The customer has been selling cards on Raise.com since August 8, The customer had completed all verification processes and had received all payments as intendedThe customer had requested two payments, on August 16th and August 18th, 2017, respectfullyThe payment that was requested on August 16th was for $89.52, and the payment requested on August 18th was for $As the customer chose [redacted] as a payment option, the funds take between 2-business days to officially transferThe payment requested on 8/was scheduled to go out and officially process on 8/and the payment requested on 8/was scheduled to go out and officially process on 8/22.After confirming with our Seller Support Team, these payments did process as expected, but we would like to address the concern that the customer had in regards to not being able to request a payment between 8/and 8/18.At some point in this process, there was a demo requested for our Bulk Seller Program that automatically assigned the customer to one of our Sales RepresentativesWhen this happened, the ability to withdraw funds was removed until either the Bulk Seller Enrollment Form was completed, or the customer decides that the program was not a good fitOur Director of Bulk Sales had reached out to the customer, and spoke with the customer’s husband on 8/and confirmed that the customer was not interested in the Bulk Seller ProgramOnce this information was provided, the Sales Rep was removed from the customer’s account, and the ability to withdraw funds was available once moreThe customer then proceeded to request their funds for $on 8/18.At this time, we would like to consider this case resolved as the full amount of $has been paid out to the customer via [redacted] These came in two separate payments, with $being processed on 8/and $being processed on 8/We are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the delay in a resolution and any confusion this has causedWe hope to better serve this customer 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 and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warrantedOn November 18, the customer purchased a Home Depot gift card with a balance of $and a purchase price of $from Raise.comThe customer then contacted Raise Member Services on July 13, and expressed to the serving agent that the gift card only had $available upon redemptionAt this time, the serving agent informed the customer that the order fell so far outside of the Raise Guarantee that no further action could be taken on the order and offered the customer a promotional code for a future purchase While there is no expiration on the gift card, the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseAs this gift card was not brought to the attention of the serving agent until well outside of the Raise Guarantee, a refund could not be offered to this customerThe guarantee period of this order lapsed as of February 26, The customer was offered a credit of $to use toward a future purchase that can be used in combination with the promotional code that was originally offered to the customer on the phone with the serving agent We would like to sincerely apologize for this inconvenience in this and look forward to better serving the customer again in the future
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order numbers, it appears that the current resolution is warrantedOn December 7, the customer placed an order for a [redacted] gift card with a value of $and a purchase price $The customer contacted Raise Member Services on July 28, and expressed to the serving agent that the gift card should have had a balance of $left but could no longer be redeemedAt the time, the serving agent informed the customer that the order fell outside of the Raise Guarantee and neither a refund nor replacement card could be offeredFor this issue the customer was provided with a promotional code as well as a $Raise Rewards credit as recompense On January 28, the customer purchase a [redacted] eGift card through Raise with a value of $for a purchase price of $The customer did not contact Raise Member Services in regards to this order, so no further compensation was previously offered, though the order is outside of the Raise Guarantee meaning that we would not be able to offer a refund or replacement card for this purchase either The customer mentioned a third gift card in the complaint but did not mention an order number, so unfortunately, we are unable to address that gift card as we are unable to locate it While there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseThat being said, we would like to offer the customer a one time courtesy Raise credit of $as this is the purchase price of the unused amount on the [redacted] card as well as the [redacted] card, minus the $that was provided by our Member Services Team and has already been utilized on the member’s account We are happy to have been able to provide a resolution and look forward to serving the customer again in the future
After receiving Revdex.com complaint number [redacted] and the corresponding rejection, we have again reviewed the order and will continue to work with the customer until he has been fully refundedThe escalation to the Gift Card Support Team took an extended period, and we understand why a dispute was filed by the customerWhen a dispute is filed, Raise loses the ability to organically refund a purchase and has to go through the banking institution When a customer contacts Raise within the day period, we go from the first point of contact and if that is within the days, the entire correspondence time is covered within the guarantee We are working with our payment processor to make sure that the customer gets his refund whether is comes through his banking institution while the dispute is active or if the dispute is dropped or resolved not in the customer’s favor, then the refund will come through Raise directlyWe would like to again apologize for the inconvenience and want to work with the customer to make sure that his money is returned
After receiving Revdex.com complaint number [redacted] , we were able to review the order in questionOn March 27, the customer placed an order for a [redacted] Store eGift card with a balance of $and purchase price of $91.47, on Raise.Before this complaint was received, the customer had no previous contact with Raise regarding this orderThe order was never previously refunded or rechargedThe gift card purchase was charged to the customer’s original payment source on March 27, and no refunds or other charges were made in connection to this orderOur Gift Card Support Team is currently looking into the trouble that this customer is experiencing with the gift card, and they will reach out to the customer with a resolution shortly.We are happy to answer any further questions that the customer may have regarding this order while we work toward the best resolution
After receiving Revdex.com complaint number [redacted] and the corresponding rejection, we have again reviewed the order and will continue to work with the customer until he has been fully refunded.The escalation to the Gift Card Support Team took an extended period, and we understand why a dispute was filed by the customerWhen a dispute is filed, Raise loses the ability to organically refund a purchase and has to go through the banking institutionWhen a customer contacts Raise within the day period, we go from the first point of contact and if that is within the days, the entire correspondence time is covered within the guaranteeWe are working with our payment processor to make sure that the customer gets his refund whether is comes through his banking institution while the dispute is active or if the dispute is dropped or resolved not in the customer’s favor, then the refund will come through Raise directly.We would like to again apologize for the inconvenience and want to work with the customer to make sure that his money is returned
After receiving Revdex.com complaint [redacted] and reviewing the order it is regarding, it appears that the current resolution is warranted The customer placed an order on Raise.com on November 21, for six [redacted] eGift cardsThe two cards in question were purchased with a $value and purchase price of $and a value of $and a purchase price of $On March 15, the customer reached out to Raise and expressed to the serving agent that these two gift cards, out of the six, had no valueThese two gift cards had been mailed to the customer in the physical form at the end of January due to the [redacted] policy change At the time when the member contacted Raise, the purchase was already outside of the guarantee period, but we are always happy to take a look into an order to see if there is something that we can do The Gift Card Support Team was escalated the order by the original serving agent as the order fell outside of the guarantee period, and on March 30, they notified the customer that due to how much time had passed since the order was placed, the order could not be refundedWhile 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 purchaseFor this reason, Raise is unable to offer a refund to the member for the purchaseWe would like to sincerely apologize for any inconvenience this may cause and look forward to serving the member again in the future
Complaint: [redacted] I am rejecting this response because:The card on file is not my correct card numberThem putting money back onto that card will do nothing for meI request they mail me a check in order to make sure it comes back to meI have ZERO access to that card anymore as it has been closed Sincerely, [redacted]
After receiving Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the customer.On November 27, the customer made a purchase on Raise.com for a [redacted] eGift/voucher with a balance of $and a purchase price of $The customer contacted Raise on March 4, and expressed to the serving agent that the physical gift card that she has received had a $balance when attempted to use in store [redacted] had a policy change in early January where they stopped accepting eGift/vouchers for their merchandise creditsThe eGift/voucher that the customer received electronically in her Raise wallet in November was a merchandise creditAs this purchase was within the Raise Guarantee, Raise requested all sellers to send the physical gift cards to the buyers that would have been affected by this changeAll merchandise credit gift cards were sent out regardless if they had been used while in the eGift/voucher format by the buyer as the sellers went ahead and sent out their entire inventory to ensure that every card made it to the buyer in the case they had not used it, or did make a return on that card number after the factThe cards sent out came with an insert stating that the [redacted] policy had changedWe understand that this can be confusing and part of the reason that the process to resolve this for the customer took so long is because it is possible that the customer did use the funds on the gift card while it was in the eGift/voucher formatWhile that is still possible, Raise has issued the customer a refund for the full purchase price of $The customer was notified of this refund on May 12, and the refund should be on shown back on the original payment source within 1-business daysOverall, we are pleased to have resolved this issue for the customer and look forward to serving her again in the future
I ordered over $4,in gift cards for a home improvement store It was a total of cards but only arrived The Post Office attempted to deliver but it required a signature so they left the card to come pick it up I went to pick it up twice from the post office and long story short, the Post Master at the local office said it was just lost and since the sender (raise.com) did not insure it that they were not liable even though they know they lost it (that's a whole other complaint!) I paid almost $for the missing card which I figured I would not recoup After a pretty brief conversation (mins) with a raise.com customer service rep they said I would be refunded the full amount since it falls under their year money back guarantee I got off of the phone with her less than mins ago and have already received the email confirmation I know people usually only speak up when they have bad experiences which I expected to have but am now so happy with the outcome!
After receiving and reviewing Revdex.com complaint number [redacted] and the order in question, we are unable to offer the customer a different resolutionThe customer purchased a Walmart gift card with a value of $for a purchase price of $from Raise.com on September 11, On January 25, the customer’s assistant contacted Raise Member Services via phone, and notified the serving agent that the gift card had a $balance and the customer had not used itAt that point the order was escalated to the Gift Card Support Team as it fell outside of the Raise Day GuaranteeRegrettably, the Gift Card Support Team was unable to respond in a timely manner and the customer was informed on March 18, 2016, via email, that no further action could be taken on the order as it fell outside of the guarantee periodWe 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 TeamThe Raise Day Guarantee covers all orders for the first days after the date of purchaseAfter that time, Raise is still happy to look into any order that have an issue, but cannot guarantee a refund the same way we do within the first daysFor this order, the customer contacted Raise outside of the guarantee period and the Gift Card Support Team determined that because the order was outside of the guarantee period, a refund could not be issuedWe would like to sincerely apologize for this inconvenienceWe feel that this issue has been resolved in accordance with the Raise guarantee and will continue to ensure that Raise policy is adhered to and properly communicated
After receiving Revdex.com complaint number [redacted] , we were able to review the orders as well as the customer’s accountWe would like to offer a solution to the customer.Between September and September 2015, the customer purchased a total of [redacted] gift cards across four Raise orders [redacted] The total purchase price across all four orders was $These cards were delivered electronically to both the customer’s Raise account and emailOn February 1, 2018, the customer contacted Raise Member Services via live chat stating that they were no longer able to use these gift cards due to a change in [redacted] gift card policyThe customer had also emailed in the day before with the same claimUnfortunately, [redacted] changed the way gift cards were redeemed in December of The brand was no longer accepting electronic gift cards and required the actual physical card in order to redeem cardsAt the time, Raise had a Day Money-Back Guarantee and any issues that arose during that time were resolved under our Guarantee policy.The customer spoke to a supporting supervisor that same day, February 1, The supervisor explained the situation to the customer and informed the customer that due to the time that had passed since this order was originally placed, a refund was not possibleRaise now has a 1-Year Money-Back Guarantee and even after applying this guarantee to the original order, it is still far outside of the policy time-frame.After taking a closer look at these cards, and the customer’s account, we will be able to provide the customer with a courtesy one-time refund for the remaining balance that is on the cardsOur Trust & Safety team checked the balance of all cards, and cards still had a balance remaining for a total of $The other cards have a zero balance and we see that they have been successfully redeemedWe will be able to provide a refund for the cards that still have the balance on themThis will be in the form of Raise Rewards, and these rewards have been added to the customer’s account and can be used at their earliest convenienceAs an extension of our apology, we have added a total of $to the customer’s account.At this time, we would like to consider this case resolved as we have provided the customer with a refund, in the form of Raise Rewards, for the cards that still have a balance and can no longer be redeemedThe $in Raise Rewards is available in the customer’s account and will automatically apply at checkoutWe would like to apologize once more to the customer for the confusion this has caused, as well as the time that it has taken to resolve this experienceWe feel that this issue has been resolved in accordance with the Raise Guarantee, and we welcome any further questions or concerns via email to [redacted] @raise.com
After receiving Revdex.com complaint number [redacted] , we were able to review the order in questionAt this time, the customer has received the requested resolution.On March 24, the customer placed an order on the Raise marketplace for a [redacted] eGift card with a value of $for a purchase price of $The customer then contacted Raise Member Services on July 5, and expressed to the serving agent that the gift card was only used for $before an issue occurred and the remaining balance could not be redeemedAt that time, the serving agent informed the customer that the order fell outside of the Day Money-Back Guarantee, and that being the case, the order had to be escalated to the Gift Card Support Team for further reviewAll orders received outside of days from the purchase date, must be reviewed by the Gift Card Support Team before a resolution can be offeredRegrettably, 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 August 25, The Gift Card Support Team was in contact with the brand and confirmed that there should have been a balance of $before the gift card was devalued by the brandThat being the case, the customer was provided a partial refund of $This partial refund was calculated by subtracting the amount used by the customer from the value of the gift card and then the percentage of savings the member received on the original purchase price was applied to the new value to determine the new purchase price.Dependent upon the customer’s banking institution, they should see the refund available back on their original payment source at this timeWe would like to apologize for the delay in resolution and any inconvenience this may have causedIn the future, we look forward to better serving the customer
Complaint: [redacted] I am rejecting this response because: As stated in Raise's response, my complaint was acknowledged and validated by Raise (additional documents or attachment aren't required)Raise failed to address my issue My primary issue doesn't have anything to do with theDay Guarantee Policy I understand this policy and concur with the policy My complaint is that a "merchandise credit card" was sold as a Gift Card which lead me to believe that the Gift Card will never expire or a policy change could occur Raise falsely identified and sold a merchandise credit card as a Gift Card Lowes Gift Card policy hasn't changed, since I purchased this card Lowes suspected fraudulent activity in the merchandise credit card area, and consequently they changed their policy regarding the merchandise credit card I had no idea that I had purchased or was holding a merchandise credit card number, until I tried to redeem the balance Raise acknowledges in their response that they didn't make any distinction between merchandise credit card vs Gift Card, since the difference will not affect the member’s purchasing experience or redemption method As we now know the difference between the merchandise credit card vs a Gift Card is huge, and Lowes is making a distinction between the two As a customer, I would never purchased a merchandise credit card I made numerous attempts to resolve this matter via e-mail without any success My e-mails went unanswered I then tried to get a resolution via telephone, and I was offended by Raise's $promotional code offer Then I decided to seek Revdex.com complaint process in hopes of highlighting this issue as a warning to others, and in hopes of obtaining a proper resolution Although the refund amount is only $17.95, I believe a business shouldn't advertise a merchandise credit card as a gift card, and when the situation gets exposed they leave the customer holding the bag Raise needs to make this right, and I would appreciate the $refund Sincerely, Eva Silva