Raise Marketplace Inc

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, we are glad to provide the customer with a different resolution than initially offeredOn December 24, the customer purchased an *** gift card with a value of $for a purchase price of
$The customer contacted Raise Member Services on August 21, and expressed to the serving agent that she had tried to use the gift card for the first time, and it did not work for placing an online order with AerieAt that time, the serving agent informed the customer that the order fell outside of the Day Money-Back Guarantee so no further action could be taken on the orderThe serving agent did offer the customer a promotional code as well as a $Raise Rewards credit as recompense for this issue.At that point the customer requested to speak with a supervisor on the Member Services TeamThe request was met and a supervisor reiterated to the customer that the Raise Guarantee no longer covered the order due to the amount of time that had passed since the order was placed, so the $credit and promo code were again offeredWhile 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 purchaseThough that is the case, we are happy to offer the customer a one time courtesy of $in Raise Rewards credit to use toward a future purchase as well as a $refund back to the customer’s original payment sourceA combination of Raise Rewards and refund are being offered due to the Raise Guarantee having already lapsed for this orderThis credit will automatically apply to the next purchase made on Raise without the use of a promo code, and the refund will be back on the credit card within 1-business daysWe would like to apologize for any inconvenience this order has caused and are happy to have been able to provide a resolution for the customer

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the
current resolution is warrantedOn October 5, the customer placed an order on the Raise marketplace for *** (In Store Only) gift cards totalling a purchase price of $After placing this order, the customer contacted Raise Member Services via our online chat service expressing that he had purchased the incorrect amount of gift cards and had purchased too much, wanting to return a portion of the orderUnfortunately, the Raise Guarantee does not cover instances where a customer over purchases the intended amountThe checkout process on Raise has three stages once the items have been put into the cartThe first page lists all of the gift cards that are in the cart with their purchase prices and values on the left side of the screenOn the right side there is Summary which includes the total and the amount that is being savedOnce the customer selects the button that says Proceed To Checkout, the customer is taken to a screen where payment information can be entered on the left side of the screenOn the right upper corner there is another list of all the gift cards that are being purchased, with their respective values and purchases pricesBelow that is the order total that the customer will payAfter hitting Submit, the order is placed and the customer is taken to a screen to review their receiptWhile we understand that the customer may have been confused during the process, the value and purchase price of each gift card that is being purchased is available on every page of the checkout process along with the purchase totalThis being the case, and the Raise Guarantee not covering gift cards will a valid balance, we are unable to refund for this orderWe would like to apologize for any inconvenience that this has caused the customer, and would like to consider the issue resolved at this time

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that
the current resolution is warrantedOn January 16, the customer made a purchase on Raise.com for a *** *** gift card with a purchase price of $and a value of $The customer contacted Raise Member Services in March with questions regarding not seeing the gift card in the Raise wallet, to which the customer received responses about how to add the gift card back to the Raise wallet if it had accidentally been deleted
The customer contacted Raise Member Services again on April 11, expressing that the gift card was unable to apply to an online order as it did not have a balanceEmail responses typically take 2-business daysOn April 13, Raise received a credit card dispute from the customer for this orderOnce a dispute has been put on an order, any correspondence while a dispute is active must go through the bank and RaiseThis dispute was won by Raise as the product was successfully delivered to the customer upon purchase, and the date of inquiry fell outside of the Raise Day GuaranteeDuring further review by the Gift Card Support Team, we were able to determine that the gift card was used by the member the day after the gift card was purchasedA purchase was made on January 17, 2016, using the entire amount of the gift card, $71.22, at the *** *** in Crestview Hills, KYThis *** *** store location is approximately a minute drive from the customer’s billing address, so it was determined by the Gift Card Support Team, that the customer had been able to successfully redeem the gift cardWe would like to apologize for any confusion and inconvenience this issue may have causedWe would like to consider the issue resolved at this time and look forward to serving the customer again in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, we are happy to
offer the customer a resolutionThe customer purchased an *** gift card card from Raise.com on May 10, for a value of $and a purchase price of $On April 23, the customer contacted Raise Member Services and expressed to the serving agent that the gift card could not be redeemedUnfortunately the order falls outside of the Raise Day Guarantee and the serving agent was unable to offer a refund for the purchase
While there is no expiration on the gift cards, the Raise Day Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseIn this case, we are happy to make an exception with a one time courtesy refund in the form of Raise RewardsThe amount of $is now available in the customer’s Raise account to use toward a future purchase
We would like to consider the issue resolved at this time and hope that the customer finds a Raise credit a suitable settlement

We were able to further review Revdex.com case *** as well as the customer’s multiple Raise orders and account
On January 23, 2016, the customer purchased two *** gift cardsOn February 3, 2016, he called our Member Services Team to alert us that he was unable to redeem both of the *** gift cardsThe $gift card from order *** was immediately refundedHowever, because of the high value, the $gift card from order *** was sent to our Gift Card Support Team for further review before they could be refundedThis card was later refunded to the original payment source on February
On February 5, 2016, the customer bought two more *** gift cards and called our Member Services Team again, asking us to check the balancesThe gift card valued at $from order *** appeared to have an activation error and was sent to our Gift Card Support Team as wellThis was later refunded on February His other gift card, valued at $200, was valid and able to be usedThe customer asked for a refund for this card as well
Unfortunately we are unable to provide a refund for a valid gift card once the member has been given access to the card’s informationThis customer has been fully refunded for the three gift cards he was unable to redeem per our refund policyAt this time, we are unable to offer any additional refunds
We apologize for the inconvenience this has caused and encourage this customer to call Member Services if they have any other questions about their refunds

After receiving Revdex.com complaint number ***, we were able to review the order in question, and Raise is unable to provide a different resolution than already given to the customer.The 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 resolutionRegrettably, 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 reviewWe 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

I sold my gift card through raise and they canceled my funds withdrawal multiple times essentially stealing my gift card and still haven't received payment weeks later

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted, but we are happy to provide the customer with a different resolutionOn December 20, the customer placed an order on Raise for a *** Cinemas
gift card with a value of $for a purchase price of $for which the customer paid $after a promotional code was applied to the orderThe customer then contacted Raise on August 16, and expressed that the gift card had not worked when it was attempted to be redeemed at that theaterAt that time, the customer was informed that the gift card fell outside of the Day Money-Back Guarantee, and could not be refundedThe customer was also offered $in Raise Rewards credit as recompense for the issueThe Raise Guarantee is in place to protect the purchase price of all orders for the first days from the purchase dateAfter that time frame, we are happy to look into any orders that have an issue, but cannot guarantee a refund in the same way that we would within the first daysAs a courtesy, we have refunded the customer’s full purchase price of this order back to the original payment sourceThis refund will be reflected on the customer’s credit card within 3-business daysThe Raise Rewards credit has been removed from the account as a refund has been completed, but $of the Raise Rewards will remain in the account to replace the promotional code that the customer lost on this order as well as an additional $as a thank you for the customer’s continued patience through this situation.We would like to apologize for any inconvenience that this has caused the customer and hope to better serve him again in the future

What clarification is required? Your email does not specify; therefore, I do not know what info to provide

Complaint: ***
I am rejecting this response because:
The response from the business was not acceptable and many consumers could suffer similar damages from their business model Actually, a review on the internet had indicated that many people were already complaining about their losses to this identical problem I'm not sure why Revdex.com or a consumer protection group could not do anything to shut down their business for future consumer protectionThey should have advised the consumers that their products are only good for days Beyond this time limit, the card could become invalid This will give protection to the customers A gift card without an expiration date is a claim from the Raise As a consumer I don't think I dare to buy anything from them again
Regards,
Sincerely,
*** ***

After receiving Revdex.com complaint number ***, we were able to review the order in questionOn August 28th, the customer placed order *** 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 valueThe 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 *** has recently changed their policy, the redemption method for merchandise credits has also been changed to reflect that policyRegrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved as of March 2, As order *** 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 provided.While 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 purchaseWe 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

After receiving Revdex.com complaint number *** we were able to review the orders and offer a solution to the
customerThe customer contacted Raise Member Services May 7, During this conversation a *** gift card was addressed directlyThis gift card was purchased from Raise.com on December 18, While the gift card is outside of the Raise Day Guarantee, the agent forwarded the request to the Gift Card Support Team for further reviewThe Gift Card Support Team has a 10-business day response time, and this order was addressed in the order in which it was receivedThe *** gift card was refunded in full as of May 10, 2016, and the customer has been notified via email that it could take 1-business days to see the refund on the original payment sourceThe other two orders in the complaint have also been addressedThese two orders each contained two *** *** *** *** gift cardsThe first order was placed on December 22, for two *** *** *** *** gift cards, each with a balance of $and a purchase price of $Unfortunately, as of today, the order is days old and so far outside of the Raise Day Guarantee that further action cannot be taken on this orderThe second *** *** *** *** order was placed on January 24, for two $gift cards, each with a purchase price of $While this order was also outside of the Raise Day Guarantee, the Gift Card Support Team further reviewed the order and has completed a refund for $71.96, the full purchase price of the two gift cardsThe customer was notified via email as of May 10, Overall, we are pleased to have resolved two of the three issues for the customer, and apologize that we are unable to refund the third order outside of policyWe look forward to serving the customer again in the future

Complaint: ***
I am rejecting this response because: Raise should make customers aware that this is an issue with their businessIt appears that there is some sort of criminal element that is selling gift cards on their site It appears as though people post these gift cards on their site-hold onto the gift card numbers, wait until it is exactly days after the purchase and then utilize the gift card number for a purchase of their own Essentially stealing from the purchaser Raise.com should be pressing charges against the seller and warning people who buy cards front them that this could occur They must know this is an issue Shame on them from withholding this info Sincerely,
*** ***

After receiving Mr**'s complaint, we were able to further review his order and the Whole Foods gift card in question. Mr** attempted to call our Member Services department on November 24, and requested a call back as his place in the phone queue was heldDue to a high volume of calls
this day, the amount of time it took for a call back took longer than on a typical dayMr** did receive a call back from an agent who was then able to assist him with his gift card. The Whole Foods gift card from order *** was determined to have been closed by the merchant and therefore refundedThe $refund was processed and applied to Mr**'s original payment source on 11/24. Overall we are pleased to have been able to assist Mr** with his issue and appreciate his patience

After receiving and reviewing Revdex.com complaint number
background-">*** and the order in question, we are unable to offer the customer a different resolution
The 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 Guarantee
Regrettably, 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 days
For 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 issued
We 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 *** we were able to review the order and offer a solution to the customer.On December 1, the customer purchased a *** *** eGift/Voucher from Raise.com with a value of $for a purchase price of $which the customer paid $for after the
use of a referral reward and promotional codeThe customer then contacted Raise Member Services on April 7, and expressed to the serving agent that *** *** was no longer accepting this gift card typeThe agent explained to the customer that because the order fell outside of the Raise Guarantee, that no further action could be taken on the order.At the time of the customer’s purchase, the gift card was fully accepted in the eGift/Voucher format at *** ***Since then, their policy has changed regarding eGift/VouchersThe Raise Marketplace now only has physical gift cards available for purchase instead of the eGift/VouchersHad the customer brought this order to the attention of Raise within the Day Money-Back Guarantee period, we would have been more than happy to cover the customer’s purchaseThe Raise Guarantee is in place to protect the purchase price of all gift cards for the first days from the purchase dateWhile 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 purchaseWhile we are unable to replace the gift card, we would like to provide the customer with a Raise Credit for the out of pocket amount that the customer paid for the gift cardThe $is now available in the customer’s account to use toward a future purchaseThis credit will automatically apply to a future purchase with no need for a promotional codeWe feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience

After receiving complaint number ***, we were able to review the order and offer a solution to the customer.On March 3, the customer purchased two Bed Bath & Beyond gift cardsEach of the gift cards was purchased with a value of $for a purchase price of $for a total
purchase price of $after a new user promotional code had been applied to the orderFor this purchase the customer paid by credit cardThe customer contacted Raise Member Services on March 6, when the cashier from Bed Bath & Beyond called with the customer in store attempting to use the gift cardsThe serving agent informed the customer that an error was seen on our end and that the resolution process would be started and sent to the Gift Card Support Team to be reviewed due to the high value of the orderAt this time the Gift Card Support Team does have a 10-business day timeframe for reviewing all of the orders that they receiveWe understand that this is lengthy timeframe for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team.The Gift Card Support Team has completed the refund process for the customer and an email confirmation has been sent to their email address on file with RaiseWithin 1-business days the customer will see the funds returned to their original payment sourceThe $off new user promotional code, that was used on the order, has also been returned to the customer’s Raise account to use on a future purchaseIt will automatically apply to the customer’s next purchase that is $and above.Overall, we are pleased to have resolved this issue for the customer and look forward to serving him again in the future

After receiving Revdex.com complaint number *** we were able to review the customer’s account in
question
After review were we able to see that this customer has had an extensive number of issues on the Raise Marketplace, and this is absolutely not the normAll gift card balances and validity are verified before they enter the marketplace and a second time before the card processes into an orderAs a member to member marketplace, the gift cards are coming to the customer from the possession of another similar individual
In some cases, an issue can occur, but when this happens the Day Money-Back Guarantee is in place to protect the customer’s purchase price
We would like to sincerely apologize for any inconvenience that the customer has faced with the gift cards that have not had valid balances when they were attempted to be usedWe would also like to assure the customer that any issue that happens, we will be happy to take care of within the Raise Guarantee
We will continue to ensure that Raise policy is adhered to and properly communicated We feel that this customer’s issues have been resolved in accordance with the Raise guarantee and apologize again for any inconvenience

Initial Business Response /* (1000, 6, 2015/09/02) */
Dear Mr.***
I am pleased to say that with your continued communication, my support team and I were able to further review your caseWe were sorry to hear our initial investigation was not resolved, but we are glad that we were able to
come to a solution with you
After further research, we were able to refund you for the full amount requestedYour cooperation and patience made this whole process possible
Again, we are sorry for the inconvenience this had caused youPlease do not hesitate to reach out to us if you have any other questions or concernsWe would be happy to serve you in any way we can
Kind regards,
Serena

After again reviewing Revdex.com complaint number *** the originally requested resolution has already been provided to the customerWe understand that this has been a frustrating situation for the customer, and it never should have been that wayAll physical gift cards are sent directly from the seller to the buyer, similar to other marketplace purchasesWhile the gift card numbers are confirmed multiple times before the transaction is completed, in these particular cases, the gift cards no longer had the full value when they reached the customer via USPS
All sellers that have an issue, whether it be a balance issue or otherwise, have a review with the Seller Support TeamThis team reviews the issue or issues at hand, and in some cases fees will apply and in others, sellers may be permanently banned from the websiteWe want to assure the customer that his purchase price is guaranteed by the Day Money-Back Guarantee, and that the sellers of the two gift cards that he purchased will be, if they have not already been, dealt with by the Seller Support TeamAt this time, we would like to consider this issue resolved and are happy to have provided the customer with the requested resolution