Raise Marketplace Inc

After receiving Revdex.com complaint *** and the rejection response we have again reviewed the order it is regarding, and unfortunately, are unable to offer the customer a different resolutionThe Raise Day Guarantee guarantees all purchases for days from the order date, and we understand the concern regarding gift cards after that timeThis is why we do encourage customers to use the gift card within that time frameThe gift cards that were received as physical cards after the initial purchase were originally received by the customer as eGift vouchers to the Raise wallet and were available for use electronically until Lowe’s changed their policy in January of 2016, when the physical cards were sentWhenever an issue occurs regarding a gift card, whether it be within or outside of the guarantee period, our Seller Support Team will do their due diligence to ensure that the necessary steps are taken with the sellerAs the customer contacted Raise outside of the guarantee period regarding this order, no further action can be takenFor this we sincerely apologizeWe will continue to ensure that Raise policy is adhered to and properly communicated We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience

After receiving and further reviewing Revdex.com complaint number *** , we are, unfortunately, unable to offer the customer a different resolution, but would be happy to address the concerns presented.As mentioned previously, the Delivery & Redemption information is available for viewing before a purchase is madeThis is inserted as an additional tool that customers may use to better understand the marketplace and any additional terms a brand may have in regards to the redemption of a gift cardThe Delivery & Redemption information is also shown before the customer clicks on “Proceed to Checkout”As a member to member marketplace, we do not have the ability to create, activate, or issue gift cardsWe simply connect buyers and sellers and facilitate a transactionIn addition, our Year Money-Back Guarantee is in place to protect customers if they experience troubles with a gift card that is not active, has an inaccurate balance, as well as gift cards delivered as a different brand than ordered and gift cards not received within days from the date of purchaseOur Year Money-Back Guarantee does not cover misinterpretation of how a particular gift card is redeemedMore information about our Year Money-Back Guarantee is available by following this link (***/guarantee).Our goal is to respond to our customer’s inquiries as quickly and efficiently as possibleWe also provide the alternative of customers contacting us via live chat days a week from A.Mto P.MCT as well as via phone days a week from A.Mto P.MCTWe apologize that the supporting agent was not able to respond until a couple days after the inquiryWe understand that the extra time taken is an inconvenience, and it is our greatest priority to improve our communication with membersWe feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience

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

After receiving Revdex.com complaint *** we were able to review the Raise account and
" line-height: 1em;">order in question, and provide a resolution to the customerOn December 14th, 2015, the customer, *** *** submitted an order on the *** version of the Raise mobile application This order was placed at 1:AM CST and was automatically completed less than a minute later, then delivered to the customer's Raise account This order was for a *** eGift card with a value of $ The listed price of this card was $15.48, but with an additional $discount with a “Reward” applied The ending cost of $was charged to the customer’s *** credit card*** *** contacted Raise Member Services via email on December 14th, claiming that she had purchased this gift card through the mobile application accidentally The customer was attempting to apply a promotional code, but had inadvertently submitted the order instead of applying the discount code firstThe customer emailed once again on December 18th, frustrated with the time it was taking to receive a response from our team An agent responded to her request on December 22nd in hopes of resolving her issue *** *** responded several hours later with the promotional code that she had failed to apply to her order Unfortunately, this promotional code never would have applied to the order in question, as it had recently expired The order also did not meet the minimum requirements, which was a $order total, for this expired promotional code We apologize for any technical issues the member had while using her *** app to place this order, as well as the delay in response
*** *** was informed of other promotional codes that are still valid, but demanded a refund instead Regrettably, this situation would not warrant a refund under the Raise Day Guarantee This 100% money-back guarantee protects customers that are unable to use a gift card because of specific issues with the gift card itself, and states that “Neglecting to apply a promotional code before a purchase” would not be coveredThe customer was also informed that a Raise agent would gladly guide her through relisting the gift card on her account to recoup the amount spent, as well as profit from the $Reward that had applied to her order The fee for selling a gift card would have also been offset by adding credit to her Raise account for an order in the future The customer refused and continued to demand a refundAs a courtesy, Raise permitted the return of this *** gift card and offer a full refund to the customer At this time, $was refunded to the member’s original payment source The $reward that had been applied to this order was also credited back to the customer’s Raise account to be used on an order in the future, should the customer choose to place another We apologize for the inconvenience this may have caused, but overall we believe we have met this member’s needs

After receiving complaint number
rgb(255, 255, 255);">*** we were able to review the order and offer a solution to the customerThe order *** was placed on January 22nd for a *** eGift cardLike all Raise purchases, this order is 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
The customer contacted Raise on January 26th noting that *** eGift card then had a $balance when she had only been able to redeem $of the gift card valueRegrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved as of March 2, A refund of the $purchase price that the member was unable to utilize has been refunded to the customer’s original source of paymentThis partial refund was calculated by subtracting the amount used by the customer from the value of the gift card and the percentage of savings the member received on the original purchase price was applied to the new value to determine the new purchase priceWe 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 time for the Gift Card Support Team
Again, our sincerest apologies for the inconvenience this has caused and we hope to serve them again in the future

We have further reviewed Revdex.com complaint number *** as well as the Raise account and order associated with this complaintThe order Rwas placed on July 20, for a $*** *** 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 issuedThis customer called into Raise Member Services on December 28, regarding the *** *** 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 policyWe 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 SupportA 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 well.Again, our sincerest apologies for the inconvenience this has caused and we hope to serve them again in the future

After again receiving Revdex.com complaint number *** again, we are still unable to offer the customer a different resolutionThe Day Money-Back Guarantee guarantees purchases for the first days from the purchase dateAny issue brought to Raise within that time frame will absolutely be handled with the best resolution for the customerThe Raise Guarantee does not, however, encompass requests received outside of daysWhile, according to the customer, the issue did occur within the guarantee period, it was not brought to the attention of Raise until the order was well outside of policyThe Raise Guarantee is a strict time frame and all customers agree to this policy when they agree to the Terms and Conditions of creating a Raise account
We would like to again apologize for the inconvenience that this order has caused and believe that the issue has been resolved within the parameters of the Raise Guarantee

Complaint:
I am rejecting this response because: I was forced to dispute the transaction with my credit card company as Raise would not refund my order Buyers beware, raise will gladly take your money, then proceed to send you gift cards that you cannot use and refuse to refund you
Sincerely,
Glenn

We were able to further review complaint number *** as well as this customer’s Raise account and gift card in questionThe *** *** gift card was initially purchased for $on December 5, in order number *** On February 10, she decided to resell this gift card on our
marketplaceFor some reason, our system found the card to have a zero balance and therefore denied her listingAt this point, the customer emailed our support team asking for more an explanationOur agent initially replied to her email and requested more information so she could look into the gift cardUnfortunately our Member Services Team then failed to respond in a timely mannerHowever, upon further investigation, we found that there was no issue with this *** *** gift card and therefore it should not have been deniedThe customer was made aware of this and given a promo code for the inconvenienceThis *** *** gift card has now successfully been listed for saleShe will be paid for this card as soon as it is sold to another memberBecause this is indeed a valid gift card, we are unable to process a refund for this orderHowever, it will now sell as intended and we hope she takes advantage of the promotion that was made available to herWe sincerely apologize for any inconvenience and hope that we’ll be able to serve this member again in the future

After receiving Revdex.com complaint number
background-">***, we were able to review the order in question
The customer placed an order on Raise.com for a *** *** gift card with a value of $and purchase price of $on September 27, On March 3, the customer contacted Raise Member Services having redemption trouble with the gift cardIt was resolved by Raise and the customer was notified via email on March 5, that a refund would not be provided because the guarantee period had since passed
All gift card purchases on the Raise Marketplace are covered 100% for the first days after the date of purchase per the Raise Day GuaranteeAs this purchase was made on September 27, the day period ended as of January 5, While we understand this is a frustrating situation, Raise is unable to provide further action on the customer’s order as the date of purchase now falls so far outside of the Raise Day Guarantee period
The gift cards sold on the marketplace do not have any kind of expiration, but as the situation that occurred with the *** *** gift card involved a status change on the side of *** *** and this specific issue was brought to the attention of Raise by the customer outside of the guarantee period, while we would like to extend our sincerest apologies, Raise will be unable to provide a different resolution than initially offeredWe would like to consider this issue resolved at this time and hope to serve this customer again in the future

Complaint: ***
I am rejecting this response because more should be done to keep your customers happy. When I notified management about problems with their system nothing was done. The proper response would be to offer a refund if a customers card is charged in error. My card was charged two times in a row for the same amount. Obviously this is not correct
Sincerely,
*** ***

After receiving Revdex.com complaint number ***, we were able to review the order in questionOn July 20, the customer placed an order on Raise.com for a *** gift card with a balance of $for a purchase price of $On July 21, the customer contacted Raise Member Services and
expressed to the serving agent that the gift card only had a balance of $when the gift card was attempted to be redeemedAt this that time the request was escalated to the Gift Card Support Team due to the brand of gift card.Raise takes security very seriously and has the highest security technology available in order to protect our members and marketplaceOur Order Processing Team verified the identity of the buyer when the second order was placed, through security protocol, and unfortunately, a security hold was placed on the accountIn order to protect the integrity of the credit card we are unable to directly submit a refund or offer further assistance through Raise on the order.As the security hold has been placed, the customer was advised to file a dispute with the credit card company and we will be happy to work with them and provide correct documentation to make sure that the customer is compensated properlyWe apologize for any inconvenience this has caused and will work with the customer’s banking institution to make sure that this is resolved

After receiving and further reviewing Revdex.com complaint number ***, we are, unfortunately, unable to offer the customer a different resolution on our endWe are able to provide the customer with detailed information as to how they are able to resolve this issue directly with the brandThere may be a way to transfer the gift card number to a different account, but as the card is connected to an account, it has to be done through the brand.Our Year Money-Back Guarantee covers cards that are not active or cards with an inaccurate balancePer the brand, this card is both active and has the correct balance on itWe will work to communicate that some cards may require additional information in order to resolve a card problemIn some cases, a screenshot is needed in order to assist our Trust & Safety team in order to verify the balance, or verify that the card is experiencing troubles.If the customer no longer has access to the phone number associated with the account, they are able to contact Lyft and change the phone number on the profileThis will allow the customer to use the account as well, with the gift card already loaded onto itThis article directly from the brand (***How-to-change-your-phone-number) describes how to do soOnce the phone number is changed on the account, the customer will be able to verify the account, and have full access to the gift cardAt this time, we would like to consider this case resolved on our endThe gift card is successfully loaded onto the account and to our best understanding, the issue is with the account and not the gift cardWe are more than happy to assist the customer with any other questions they might have about this issueWe would like to apologize for all the inconvenience this has caused and the back and forth between all parties involvedWe hope to better serve this customer in the future

After receiving Revdex.com complaint number
background-">***, we were able to review the order in question, and Raise is unable to provide a different resolution than already given to the customerThe customer placed an order on Raise.com for a *** eGift card with a value of $and purchase price of $for which $was paid after a promotional code was used, on January 30, On January 7, the customer contacted Raise Member Services via email and expressed that the gift card was blocked by ***An agent was able to determine that the gift card was no longer after and in an email response, the customer was informed that the order would need to be reviewed by the Gift Card Support team and would hear back with a resolution
Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on Macy 6, The resolution determined by the Gift Card Support Team was that no refund would be providedThis was decided as the order falls so far outside of the Raise Day GuaranteeThe Raise Guarantee is in place to protect customer’s purchase price for the first days after the date of purchase, after that time frame has passed a review can be done in some cases, but any specific resolution is not promised upon going into the review
We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support TeamAt this time, Raise would like to consider this resolved, and we look forward 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 ***, and find that this resolution is satisfactory to meI will no longer purchase gift cards for future use from Raise.com unless they improve the safety of their marketplace
Sincerely,
*** ***

Raise.com
NEVER USE THIS SITE TO BUY ANY GIFT CARDS!! THEY WILL RIP YOU OFF IF YOU MAKE ANY SIMPLE MISTAKE IN USING THE CARDTHEY WILL DENY THAT THEY HAVE ANY RESPONSIBILITY AND THAT THEIR COMPANY IS ONLY AS A PEER TO PEER BROKERTHAT IS A BIG FAT LIE!! RAISE TOOK MY PAYMENT BY CREDIT CARD, THEY PROCESSED THE USE OF THE GIFT CARD AND THEY ALSO PROCESSED THE ADDITIONAL PORTION OF THE ORDER THAT THE GIFT CARD DIDN'T COVER...ANOTHER $DEDUCTED FROM MY PERSONAL CREDIT CARD I NOTIFIED THEM OF THE MISTAKE WITHIN MINUTES AND THEY DID ABSOLUTELY NOTHING TO HELP ME RESOLVE THE ISSUE I EXPECT MORE FROM COMPANIES I DO BUSINESS WITHIF IT HAD BEEN ONLY A FEW DOLLARS, I WOULD'VE LET IT GO, BUT I'VE SPENT OVER $DOLLARS WITH THEM AND THEY WOULDN'T EVEN DO SO MUCH AS REFUND MY $17!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution of a $refund is satisfactory to me
Sincerely,
*** *** Thank you!!

Initial Business Response /* (1000, 8, 2015/04/29) */
Response to Revdex.com complaint # ***
Dear Mr.***
I have reviewed your inquiry in full and have researched all details regarding this caseOverall, we are pleased to have resolved this issue for you
It was a pleasure
speaking with you on the phone, but it was unfortunate to hear Subway was unable to take care of this issue for youWe are glad that Raise was able to resolve the issue in lieu of the Merchant
If you ever have any trouble please contact usIt would be our pleasure to serve you in anyway we canWe appreciate your continued business Mr.***, you are a very valued customer
Kindest Regards,
***
Raise Member Services
Initial Consumer Rebuttal /* (2000, 10, 2015/05/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They issued me a credit for the amount in disputeThank you for your help
Regards,
***

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that
the current resolution is warrantedOn August 24, the customer purchased three *** (In Store Only) gift cards from Raise.comThese gift cards had varying values and purchase prices with a total purchase price of $The customer contacted Raise Member Services on March 11, and expressed that the gift cards would not be accepted in storeA Member Services agent responded on March 13, and explained the *** policy changeAs the order already fell outside of the Day Money-Back Guarantee, the agent was unable to offer any further action to assist the customer
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 purchaseThis order fell outside of the Raise Guarantee as of December 2, The *** policy changed as of early This being the case, this order was already outside of the Raise Guarantee when the policy was changedFor this reason, we are, unfortunately, unable to offer the customer a refund or replacement for the order
We would like to sincerely apologize for any inconvenience this has caused and look forward to better serving this customer again in the future

After receiving Revdex.com complaint number ***, we were able to review the order in questionOn April 20, the customer purchased a *** 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
purchaseAs 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 customerThis check having been issued on June 8, was voided on July 23, While our follow up did come late, we have confirmed the customer’s correct address and are having the check reissued through our financial team and the check will be on its way within the weekWe would like to sincerely apologize for the inconvenience and look forwarding to better serving this customer again in the future