Raise Marketplace Inc

After receiving Revdex.com complaint number ***, we have reviewed the corresponding order number in conjunction
with the complaintOn 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 order
Upon this policy change made by *** 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 frameWhen 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 cards
We 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 inconvenienceWe feel that this issue has been resolved in accordance with the Raise guarantee and 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 *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

After again reviewing Revdex.com complaint number *** we are, unfortunately, unable to provide the customer with a different resolutionAs this order falls outside of the Raise Guarantee and the customer contacted outside of the days outlined within those terms, we are unable to honor the request for reviewThere are measures in place that still have sellers reviewed if there is an issue outside of the day period, but compensation is, unfortunately, not offered in the same way that it is while an order is still within the Day Money-Back Guarantee
Raise does encourage customers to redeem their gift cards while the Raise Guarantee is still active for each order so that if an issue ever does arise, we are able to fully assist, no matter what the issue isIf the customer does have other outstanding issues, we will be more than happy to address thoseTo have those addressed we suggest the customer send them in an email to us at ***
We apologize again for any inconvenience this has caused and feel that the issue has been resolved at this time

Complaint:
I am rejecting this response because: Raise never got back to within their promised 48-hours on Deceber 18th; today, January 8, 2016...over two weeks later I received an email from them stating they are sorry for taking so long...and then saying that they cannot give me a refund because I filed a report with my credit card company! No kidding...then they say they hope I use them again...are they serious...wolf in sheep clothing! Lower their Revdex.com rating...they are not worthy of a Revdex.com A rating!
Sincerely,
Timothy ***

After receiving Revdex.com complaint number ***, we were able to review the order and offer a solution to the
customerOn December 23, 2016, the customer purchased two *** physical gift cards, one valued at $with an initial purchase price of $and the other valued at $and an initial purchase price of $131.26, respectfullyThere was a first time user promotional code applied to this order that was good for $off a $or more purchaseThe total purchase price of this order was $These two cards were coming from two different sellers and they were expected to arrive to the customer’s shipping address within business daysIn the case that a card does not arrive within the allotted timeframe, we encourage the customer to contact us so we can move forward with the next steps and a resolutionOn January 13, 2017, the customer called our Member Services team informing the agent that only one card (the one valued at $145.18) was received The supporting agent informed the customer that, unfortunately, there was no tracking update available and that the seller had not sent out the card valued at $
The supporting agent proceeded with a refund for the card not received, as the customer is protected by the Raise Guarantee(https://www.raise.com/guarantee) Our Guarantee does state that it covers the purchase price, not any savings or discount the buyer receivedThe refund of $was processed after the promotional code was discounted off the total purchase priceOur Seller Support Team will also be holding this seller accountable as we do hold them to a high standard and we expect physical cards that are sold to be sent within that 3-business days time frameIn addition to the refund, we have added $in Raise Rewards to the customer’s account, $for the initial promotional code, and $for the troubles that this order has causedThese will automatically at checkout and can be used at the customer’s earliest convenienceWe would like to consider the issue resolved at this time and hope that the customer finds a refund and complimentary credit a suitable settlementAny further questions or concerns can be sent via email to ***

After again reviewing Revdex.com complaint number *** we are, unfortunately, unable to provide the customer with a different resolutionWhile we are unable to reach out to *** *** on behalf of the customer, we would be happy to assist the customer in the call if they did want to make a time with us to do thatWe could walk the customer through the steps of a conference call and remain on the line with the customer through dealing with *** ***If there is anything we can do to assist the customer there, we absolutely will.Raise was, unfortunately, not notified about the *** *** policy change until the change had been implementedAny steps taken by Raise were taken after the fact and efforts were hindered because of the lack of prior knowledgeWe understand that this is an unfavorable situation for all parties and is outline as a situation that Raise does not cover in the Raise GuaranteeWe would like to offer the customer an additional $in Raise Rewards credit as recompense for this situation.We will continue to ensure that Raise policy is adhered to and properly communicatedWe feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it
appears that the current resolution is warranted, but we are happy to provide the customer with a one time courtesyOn December 30, the customer purchased a Hyatt House gift card with a value of $for a purchase price of $for which the customer paid $after using a promotional code on the purchaseThe customer then contacted Raise Member Services on June 1, At this time the serving agent explained to the customer that this order fell outside of the Raise Guarantee so no further action could be taken on the orderWhile 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 purchaseIn this case, we have provided the customer with a one time courtesy and have partially refunded the order for $This amount will be seen on the customer’s original payment source in 1-business daysA confirmation email has also been sent to the customer and if there are any questions, he can feel free to respond directly to that messageWe hope that the customer will find the refund a suitable settlement, and we look forward to serving him again in the futureTell us why here

After receiving Revdex.com complaint number ***, we were able to review both the card and the account and would like to offer a solution to the customer.On January 5, 2017, the customer listed a $*** card for sale on RaiseThe card was listed for a purchase price of $After the 15%
commission fee (the rate at the time) was deducted, the customer would be paid out for $Typically, all cards that are listed on Raise are live within hours after our Trust & Safety team verifies the balanceThis card sold on the same day in Raise Order Number ***The customer was paid out for these funds via ***.On January 8, 2017, the buyer contacted Raise via email stating they were unable to redeem the card as intendedOn January 9, 2017, a supporting agent responded back to the buyer and provided a full purchase price refund as the card was showing up as invalid when attempting to check the balanceWhen a customer lists a card for sale on Raise, they assume responsibility for the card if we find it to be invalidThis information can be found in Section (d), I in our Terms of Use(https://www.raise.com/terms)Because of this, the seller’s account was debited for the amount that they were paid out for, which was $267.75.On January 9, 2017, the customer sent an email to our Member Services team inquiring about the seller debit as they felt it was not warrantedThis request was sent to our Gift Card Support Team for further review, which typically takes 7-business days to completeOn January 13, 2017, our Gift Card Support Team responded back to the customer informing them the seller debit was unable to be reversed due to the brand verifying the claims that the buyer presentedThey also informed the customer that they may be able to recoup the funds directly from the brand if they presented the receipt and an image of the front and back of the cardThe customer informed them that the card was a gift they received so they did not have the original receiptDue to the claims from the brand, we were unable to reverse the seller debit at that time.On February 1, 2017, the customer reached back out to our Gift Card Support Team in hopes of having the seller’s debit reversedThere was an email sent from our Seller Compliance team informing the seller of the negative balance, in hopes of agreeing to a settlementUnfortunately, due to the information that we had at the time, our Gift Card Support Team was not able to provide a reversal and the customer was provided with information on how to settle the balance.In October of 2017, our Seller Compliance team sent out an invoice via physical mail to the customer in hopes of recollecting the negative balanceThe customer sent an email to our Seller Compliance team again asking to reverse the debit as the seller did not feel they were liable for the card that was invalidThe customer was informed by our Seller Compliance team the same information that was presented back in JanuaryThe best resolution would be for the customer to present the brand with the card and the receipt in order to recoup the fundsUnfortunately, a different resolution should have been presented as the customer had already informed us that the card was a gift, and that was not an optionWe would like to apologize to the customer for the lack of communication in this regard.After an extensive review of this case, we will be able to reverse the debit, and the $negative balance has been cleared from the customer’s accountAt this time, the customer’s charges have been cleared and the customer no longer owes money in their seller accountWe reassessed the situation and after further communication with the brand, the seller is not at fault and we would like once more sincerely apologize to the customer for this experience, as well as the time it took to successfully resolve this issueUnfortunately, our Seller Compliance team did send out another invoice via mail before we were able to come to a solutionIf the customer receives another invoice via the email, they may ignore it, as they are all settledWe apologize for that final notice.At this time, we would like to consider this issue resolved, as the customer’s account has been cleared of the negative balanceNo other action is needed at this time by the customer and no more invoices, or emails, will be sent informing the customer of the negative balanceWe understand this is a complex situation and we are happy to fully explain the situation if the customer has any additional questionsThese questions can be sent via email to ***@raise.comWe hope to better serve the customer in the future and would like to thank them for being a customer with us

After receiving Revdex.com complaint number *** and reviewing the corresponding order number, we are happy to
provide the customer with a resolution
The customer placed an order on Raise.com for a *** physical gift card on April 6,An email was sent by the customer to Raise Member Services on April 26, 2016, and regrettably, our Member Services Team was unable to respond in a timely fashionWe give physical gift cards 3-business days to arrive to the customerIn the case that a physical gift card does not arrive in the allotted time frame, we encourage the customer to contact us, as we are more than happy to resolve the situationIn this case, we have refunded the customer the full purchase price of the gift card, $A confirmation email has also been sent to the customer, and the funds should be seen back on the customer’s original payment source in 1-business days
We’d like to apologize for any inconvenience this may have caused the customer and look forward to serving them again in the future

After receiving Revdex.com complaint number ***, we were able to review the order and offer a solution to the customer.Between the dates of December and December 22, 2016, the customer purchased *** *** cards all valued at $eachThe customer purchased gift cards on December 20,
spanning across three order numbers : Raise Order Number *** (cards purchased for a final purchase price total of $976.50), Raise Order Number *** (cards purchased for a final purchase price total of $1012.20) and Raise Order Number *** (cards purchased for a final purchase price total of $1014.20)The remaining cards were purchased on December 22, in Raise order number *** with a final purchase price of $1009.80.On January 23, 2017, the customer contacted Raise via phone call and informed the supporting agent that a card from Raise Order Number *** was showing as a zero balance and was never used by the customerThe supporting agent proceeded to refund as the customer is protected under our Year Money-Back GuaranteeThe customer was refunded on that same day.On January 25, 2017, the customer contacted Raise a second time via phone call and expressed there were other cards that were also showing as zero balance and the customer was not able to useThe supporting agent requested the information for these cards either by the Raise Card ID, or the last digits of each cardThe customer was not certain which cards were the ones experiencing troubles but they did span across the aforementioned order numbersThe call was then escalated to a supervisor who informed the customer that we needed specifics in order to find out which cards were the invalid cards and the proper ones to refundDuring the phone call, the customer checked of the gift cards on her own and found them all to be zero balance as wellThe handling supervisor informed the customer that Raise would look into all the cards to see if there was a pattern of problems we needed to address.After further review by our Gift Card Support Team, they requested either the transaction history that could be obtained by the brand, or the gift card numbers the customer was having troubles with in order to resolve this case and refund the cardsAs all cards were now showing a zero balance, unfortunately, without that crucial information, we were unable to refund as we had no way of knowing which cards were affected.The customer then proceeded to file a dispute with their credit card company for all orders and we were notified on February 16, of this disputeWhenever a dispute is filed, the customer’s Raise account will be placed on a temporary hold while the dispute is being handledOn February 27, 2017, the customer called in to Raise for a third time and immediately asked for a supervisorThe customer expressed if the transaction histories would be enough to process a refund for these ordersThe handling supervisor explained that since the orders had been disputed, the ability to refund has been taken out of the hands of Raise and the issue will now be resolved via the credit card companyThe issue would be resolved via the credit card company and the customer would be informed via the credit card company of the resolution.On March 20, 2017, the customer contacted Raise again in hopes of resolving this issue once moreThe customer claimed that the dispute was dropped and they wanted to request a resolution through usThe customer was informed by a supporting agent to send in any documentation from the bank that showed the dispute was dropped and this would be sent to our Order Processing TeamThe customer sent in the documents that showed the dispute was lost and the customer also sent in documents from *** *** showing that all the cards had a zero balanceThe supporting supervisor informed the customer that issue was being reviewed thoroughly again and a resolution would be reached by the end of the week.On March 27, 2017, the customer was emailed and informed that all orders had been refunded for the full purchase priceThe email informed the customer the refund amount for each order as well as the timeframe in which they can expect to see those refunds appear on their statement, which is between 3-business daysThe customer is and has been protected by our Year Money-Back Guarantee throughout this whole process however, further information was needed due to the unique circumstances in which this case was brought to our attentionWe will continue to ensure that Raise policy is adhered to and properly communicatedWe would like to extend our sincerest apology to the customer for the delay in a resolution as well as all the inconvenience this experience has caused the customer We feel that this issue has been resolved in accordance with the Raise Guarantee and any further questions or concerns can be sent via email to ***

After again reviewing Revdex.com complaint number *** and the corresponding order number, we are, unfortunately, unable to provide the customer with a different resolution.As previously mentioned, not all gift cards can be checked before heading into the store, and for this we sincerely apologizeThis is the choice of the merchant for that type of card, unfortunatelyThe Raise Guarantee does not allow for refunds on a valid gift card, but if the gift card were to be of any trouble once redeemed in the store, we are happy to cover that under the Raise GuaranteeAs the customer has been through an extended amount of communication we have placed $in her Raise account to use toward a future purchaseThe credit will automatically apply to the next purchase made on the Raise accountAt this time we would like to consider the issue resolved and look forward to better serving the customer again in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that a
resolution has already been offered to the customerOn October 11, the customer placed two orders for NFL Shop gift cardsAs mentioned in his summary, one order was placed to be used, but when it did not work, another order was placedUnfortunately, when the customer contacted Raise Member Services, the serving agent was unable to find an issue with the gift cards and the concern had to be escalated to the Gift Card Support teamFor escalated issues such as this, it can take 7-business days to fully research the issue through contact with the brand
The customer again contacted Raise as the second set of gift cards seemed to have the same issue and it was escalated again to the Gift Card Support teamWhile the service response time says 7-business days, the Gift Card Support team began looking into this customer’s issue right away, and through contact with the brand was able to determine that while we could not see an issue from our end, as they recently updated their gift card number provider and the numbers changed from one alphanumeric set to a serial number and PIN, the system was having trouble recognizing the numbers when they were entered
After that information we presented to the Gift Card Support team from NFL Shop, all of the gift cards that the customer was unable to utilize were refunded back to his original payment sourceA member of our Voice of the Customer team gave a call to the customer after this information was discovered and apologized as well as gathered his feedback in order to improve situations like this for our customers in the future
We would like to sincerely apologize to the customer of this inconvenience and would like to consider the issue resolved at this time

I bought a couple of e-gift cards hoping to take advantage of a flash sale but never received the cards in my Raise virtual wallet even though the app says the transactions had been processedContacted customer service on different occasions over a day time frame for clarification but no one has gotten back to me :-(

After receiving and reviewing Revdex.com complaint number
background-">*** and the corresponding order number, it appears that the current resolution is warrantedOn December 14, the customer purchased a *** *** gift card with a value of $for a purchase price of $through RaiseThe customer then contacted Raise Member Services on June 24, and expressed to the serving agent that she was unsure if she had used the card previously, but at that point it was no longer workingAt that time, the serving agent informed the customer that the order fell outside of the Raise Guarantee, so he was unable to offer her a refund or replacement card
After speaking with the serving agent, the customer requested to speak with a supervisorThis request was met and a supervisor for the Member Services Team spoke with the customer and offered her a $Raise Rewards credit to use toward a future purchase, as the order was not longer within the Raise GuaranteeThe customer accepted the credit and it was placed into the Raise account
The Raise Guarantee for this order lapsed as of March 24, 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 purchaseHad the customer contacted us on or before that date, we would have been able to offer further assistance for the purchase
We would like to sincerely apologize for any inconvenience this order caused, and look forward to serving the customer again in the future

After receiving and further reviewing Revdex.com complaint number ***, we are, unfortunately, unable to offer the
customer a different resolutionThe customer contacted Raise regarding a $charge on March 3, via emailThe serving agent asked the customer to call in as unauthorized purchases are taken very seriously, and we want to make sure to cover all basesUpon calling in the customer was informed that the information regarding the unauthorized purchase would be forwarded to our Order Processing Team for further reviewAfter further investigating this charge, our Order Processing Team was able to use the account and payment information to determine that this charge was not fraudulentThe purchase was made under the same last name as the customer, which also successfully went through credit card verificationThis purchase was also made on a different Raise account than the one the customer had initially used to sell a gift card
Raise also has a security system in place that determines the validity of purchases while they are made and can also be checked after as wellThe security system did not detect any fraudulent activityThe IP address of the customer and this order were also taken into considerationThe IP address of the order that was placed for $was determined to be close in location to the IP address of the verified email of the customer’s from her seller account
While speaking with the Order Processing Team, the customer was also told that she could dispute the charge with her bank because although our system was able to determine that the purchase was legitimate and no refund would be processed through Raise, the customer’s bank may be able to assist more going forwardWe apologize for the inconvenience this may have causedHowever, based on the information collected by our Compliance Team, we are confident that this order was not purchased fraudulently

We were able to further review this member’s Raise account and all of the ***’s gift cards in
question
Twenty-four ***’s gift cards were purchased by the customer between 1/22/and 4/4/According to the support ticket submitted by the customer on January 22, 2016, these are the gift cards used in the initial ***’s purchase back on April 18,
The customer wrote to our Member Services Department informing us that the gift cards were successfully used at ***s on April 18, However, they decided to return the item and one new gift card was issued by ***sUpon checking the balance of this gift card months later, the customer realized that there was a hold on the card
The Member Services Team then informed the customer that we are unable to provide a refund as all of the gift cards involved are well outside our Day GuaranteeAs a member to member marketplace, we verify each and every gift card before it is listed for saleHowever, should an issue arise after your purchase is complete, Raise is happy to issue a refund within days of the order datePer our refund policy, we are unable to issue a refund for this gift card

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the current resolution is warranted.On January 23, the customer purchased two *** gift cards, each with a balance of $for a purchase price of $154.00, from Raise.comThe
customer then contacted Raise Member Services on July 23, and expressed to the serving agent that the gift cards showed a $balance when checking the balance on the cardsAt that time the serving agent informed the customer that the order fell outside of the Raise GuaranteeFor this reason the agent was unable to provide the customer with a refund or replacement cardDuring this phone interaction, the customer’s call was escalated to a supervisor on the Member Services TeamThe supervisor reiterated the same information, that the order has fallen outside of the Day Money-Back Guarantee, and no further action can be taken on the orderA Raise Rewards credit of $was also offered to the customer as recompense because a refund, unfortunately, will not be applied.The Raise Guarantee is in place to protect the purchase price of all orders for the first days from the date of purchaseAfter the days has lapsed, we are happy to look into a card for a customer, but refund requests received outside of days, will not be honoredWe will continue to ensure that Raise policy is adhered to and properly communicatedWe feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience

After receiving Revdex.com complaint number *** we were able to review the order and offer a solution to the customer.On April 7, 2017, the customer placed an order for *** gift cards, each one valued at $100.00, with a final purchase price of $A special first time user promotional
code was used on this order as well to reduce the final purchase price from $to $348.74.On May 5, 2017, the customer requested a refund for one of the cards (Raise Card ID: ***) via the self service feature available in a customer’s Raise accountThe refund was automatically processed through this feature.On May 8, 2017, the customer called Raise and informed the supporting agent that two other cards were showing as zero balance and requested a refund(Raise Card ID: *** and ***)The customer is protected by our Year Money-Back Guarantee, and the supporting agent processed a refund for those two cards as wellIn total, the customer received a refund of $for cards in total.Our Gift Card Support Team reviews every refund to ensure the buyer’s claim was legitimate and to make sure the seller is not being incorrectly debitedAfter further review, they were able to find out that these cards were indeed redeemed by the buyerA supporting agent reached out to the customer via email on May 25, 2017, informing them that the refund was to be canceled and the card would be recharged due to successful redemptionThe recharge was not able to be processed, due to our payment processor blocking the transaction.The customer contacted Raise the next day on May 26, 2017, expressing displeasure in this decision and reiterated they were not able to use these cardsThe call was escalated to a supervisor who informed the customer of the same information that was initially provided by our Gift Card Support TeamThe supervisor had also communicated that additional information in regards to this order would be sent via emailThe brand has communicated to us that all three of these cards were successfully redeemed under the customer’s nameRaise Card ID *** was applied to the customer’s current pending orderRaise Card ID *** and *** were both used in *** Order Number *** which was the last order that was successfully delivered to the customer.Based on this information, we are unable to provide a refund for successful redemptionWe encourage the customer to reach out to the brand to clarify that the orders were successfully deliveredAny other information that is obtained can be sent to Raise for further review.In addition, the customer’s Raise account has a temporary hold on the account due to the $that was refundedThis amount will need to be repaid to Raise in order to lift the hold on the member’s accountWe recommend the customer contact our Member Services team at *** and they would be more than happy to further communicate this processAt this time, we would like to consider this issue resolved due to the brand’s confirmation that these cards were successfully redeemedThe customer does have the refund of $currently, but in order to have access to their Raise account, that will need to be reversedAny further questions can be sent via email to ***@raise.com and we would be happy to follow up

After receiving and reviewing Revdex.com complaint *** and the corresponding order numbers, it appears that the current resolution is warranted.The customer purchased two *** *** gift cards and two *** gift cards in two separate orders on October 28, On May 4, the customer contacted
Raise Member Services and expressed to the serving agent that the gift cards had a $balanceAt that time the agent notified the customer that the orders were outside of the Day Money-Back Guarantee, and for that reason, no further action could be taken on the orderThe customer was also offered a promotional code to use on a future 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 purchaseOn the customer’s most recent phone call with Raise, he did speak with a supervisor in the Member Services Team who then also offered the customer a $Raise CreditWe understand that the customer has spent a large amount of money with Raise, but the Raise Guarantee explicitly states that requests received outside of days are not coveredHad these orders been brought to the attention of Raise with the days, we would have been more than happy to resolve this for the customerWe feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience

After reviewing the customer’s response in regards to complaint number *** and the order in question, it appears that a similar resolution is warranted.On November 30th the customer placed an order for a Sephora gift card valued at $for a purchase price of $that was charged
to the customer’s credit cardThe customer contacted Raise on February 22nd and notified the Member Services Agent that they had only been able to redeem $from the gift cardDuring the phone call the customer also provided the information that the gift card had been used for an online purchase, made by them, on February 2nd for $and another two online purchases for $and $on the same day which the customer claimed as not their transactionsPer Raise policy this specific inquiry was escalated to the Gift Card Support Team for further reviewDuring this review process it was determined that the merchandise confirmed by the customer to be their purchase was sent to an address in Florida whereas the purchases the customer claimed to be unauthorized were also delivered to the same address in FloridaFor this reason we are unable to process a refundWe apologize for any confusion and look forward to serving this customer again in the future