Raise Marketplace Inc

After receiving Revdex.com complaint number ***, we were able to review the order and offer a solution to the customer.On June 8, the customer purchased three *** Air Lines gift cards from Raise.comEach of the cards had a value of $and purchase price of $The customer
reached out to Raise Member Services on June 9, and expressed to the serving agent that one of the gift cards had a status of closed and could not be used to make a purchaseUpon receiving this information, the serving agent escalated the customer’s case to the Gift Card Support Team for further review.Due to the type of gift card and the issue that occurred, the Gift Card Support Team needed to review the order before a refund could be processedCurrently the response time for the Gift Card Support Team is between 10-business days, but customers tend to hear back in under a weekAt this time, the customer has been fully refunded the $purchase price that was paid for the *** Air Lines gift cardThis refund will be reflected on the customer’s original payment source in 1-business daysA confirmation email will also be sent to the customer, to which the customer can reply if there are any further questions.We would like to consider the issue resolved at this time and look forward to better serving the customer again in the future

After receiving and further reviewing Revdex.com complaint number ***, we are happy to further clarify the situation as well as provide more examples for the customer.As mentioned, currently Raise is a live member to member marketplace that operates on a first come first serve basisOur most popular brands that are listed with a higher than usual discount are typically purchased within a matter of minutes, if not secondsThe “Brand Alerts” feature was introduced to help customers purchase those higher discounted cards as quickly and efficiently as possible.Although there has been no immediate implementations of the features that we have described previously, we are currently working on having those available as soon as possibleWe completely understand how this is a poor experience for all customers who are looking to purchase discounted cards from Raise.comA “timed checkout” is a feature that many customers have expressed desire for, and something that we are excited to implementWe encourage the customer to be on the lookout over the next month or so, as we hope to unveil several new features to further enhance the member experience on RaiseWe would like to consider this issue resolved at this time and we welcome any further questions via email at ***

Complaint: ***
I am rejecting this response because: I do not see evidence that the business is sincerely doing anything to prevent this from happening in the future
Sincerely,
*** ***

I have spent thousands of dollars with Raise over the last yearsThousandsRecently, I purchased a *** gift card from Raise and immediately tried to use itThe *** website showed the card had a zero balanceI contacted Raise and they refused to honor their day guarantee, saying the card was fine, even though I showed them all the screenshots indicating that the balance was zero on both the *** balance checker and during checkout on ***.comI was forced to contact my credit card companyRaise continued to push back, but my credit card company decided in my favor and I received a refund from themIn retaliation, Raise send me an email indicating that my account was suspendedI no longer have access to the app and all of the other gift cards I have purchasedI now have to log in via a PC and print the pages outThey no longer allow me to make purchases (not that I would...)Emails asking for my account to be reinstated have been completely ignoredI hope everyone sees what kind of company they are running hereI understand that problems happen since individual sellers are on the marketplaceHowever, there is NO excuse for this level of customer service

I 'm using raise regularly from for all my gift card purchases and overall customer experience was fine except atleast times in last years received gift card with balance but customer service team was good to refund amount with quick turnaround .(there were some big amounts cards too around 1k for *** etc so that made my trust for company).But 'm trying to resolve one issue from long time with customer service team for $*** *** *** (Paid -$149.00,ORDER DATE 12/28/ORDER # R**SSN**).There were days money back guarantee and seems seller used that card couple of days before days (confirmed with *** ) and when we contacted raise team explaining card is used in last days of months and there is no way we will check balance every day, reply from raise team was flat as they will not refund due to there policy.My point is if your seller is not trustworthy and doing fraud in last days why consumer should bear cost ?.I have called raise again today as there is year money back now and check again , but support team is saying one supervisor denied this refund so they are not able to do anything even though 'm loyal customer and purchased so many cards in these yearsOverall I would say raise is better than other gift card sellers but 'm disappointed with raise also after this incident due to loss of mental peace and trust

Initial Business Response /* (1000, 11, 2014/07/16) */
In Response to Revdex.com Complaint***
I have read the following case inquiry in regards to order***I would like to apologize for this situation and the unfortunate circumstances of your caseI am truly sorry
We do our
best to deliver gift cards that are in good order, and we do strive to make sure all transactions are secure and satisfactory for the buyers and sellers on our marketplaceOur policy states all gift card balances are fully insured and covered by our 100% money back guaranteeIn the case that a gift card has a value other than what was shown at the point of sale, Raise will cover the buyer's transaction for up to days from the date of purchase
I spoke with my associate Abe, and he told me he was able to send you a check for a full refund of $470.65, although your order fell outside of our daysI am glad to hear you were happy with that resolutionAbe, also mentioned the hand written letters he sent you and your daughterI'm glad you received them
Thanks for being a valued Raise customer
Sincerely,
***
Raise Member Service Manager

After receiving and further reviewing Revdex.com complaint number ***, we are, unfortunately, unable to offer the customer a different resolution.As stated in our initial response, at the time this card was purchased, Raise had a 60-Day Money-Back GuaranteeIn the summer of 2015, this Guarantee was changed to a 100-Day Money-Back GuaranteeThis was changed to a full Year Money-Back Guarantee in January of Even after applying all of these time-frames to the initial order, the order still fell outside of the GuaranteeAfter the Year mark, Raise does not resell the gift cards, and the gift cards do not expireOnce the Raise Guarantee lapses, the only change that occurs is that the order is not fully covered if there is an issue.The customer contacted Raise Member Services once more on December 15, This call was escalated to a supervisor who informed the customer of the same information that was provided previously, as well as informing the customer of the $in Raise Rewards that was offered as a resolution for this experienceThe supporting supervisor helped clarify the confusion that the customer had in regards to this cardThe customer was not aware that this card was initially issued by *** *** and then listed on RaiseThe supporting supervisor explained to the customer that Raise is a member to member marketplace, and explained our Year Money-Back Guarantee.Unfortunately, due to the amount of time that has passed since this card was originally purchased, we will not be able to issue a full purchase price refund as it is not covered by our Year Money-Back GuaranteeThe $in Raise Rewards can be added to the customer’s account, if the customer would like to accept this resolutionAt this time, we feel that this issue has been resolved in accordance with our Year Money-Back GuaranteeWe would like to sincerely apologize to the customer for any inconvenience and all the troubles this order has causedWe encourage the customer to email ***@raise.com, so those rewards may be addedWe welcome any additional questions they may have via email as wellWe hope to better serve this customer in the future

After receiving the rejection response to Revdex.com complaint *** we have again reviewed the order in question as well as the customer’s response, and Raise is unable to provide a different resolution for the customer.The Development Team has been able to confirm that the second gift card was not a system error on the part of RaiseEach gift card on the marketplace is an individual and unique card that must be selected one at a time and placed into a cart, not just by selecting a different number of cardsOrders are not able to just go through when closing the app, but the selection must be made to Submit Order for the order to start processingOn the Android app the home button is right below the Submit Order selection on the touch screenThis short distance could play a part in the selection of that choice by the customerWhile that is unfortunate, that is not an error in the Raise systemAs the customer has already been given the $Raise Reward credit that was promised for selling the gift cards on the marketplace and the payment for selling them, Raise is unable to refund for these gift cardsWe do understand that the customer has suggested to refund her for another order instead, but those orders are perfectly valid and are not connected to this specific inquiry so no further action will be taken on those ordersWhile we appreciate the customer’s business, we are unfortunately unable to provide a refund for the *** Chicago Grill gift cards that the customer did not mean to purchaseWe would like to consider this issue resolved at this time and hope that the customer will give us the opportunity to serve them again in the future

Revdex.com complaint *** has been received and it was reviewed along with the order to which is correspondsIt does appear that the current resolution is warrantedThe customer contacted Raise Member Services on March 10, and expressed to the serving agent that order *** had not been
placed by herPer Raise policy, the serving agent took down the necessary information and submitted the order for review to the Order Processing TeamThe customer did contact Raise again a few days later and also told the next serving agents that this was her son’s credit card, but was not placed by him either.After being reviewed by the Order Processing Team, it was established that a refund would not be granted for this orderWhile the customer did express that she did not place this order, the Order Processing Team has been able to confirm that this purchase was made with the same verified mobile device as the other two orders on her Raise account which she did confirm to be hers and authorizedRaise does have a device verification policy where customers logging in on a mobile device for the first time and after a certain amount of time must follow steps to confirm the device using an SMS featureThe device that the customer used had been verified as hersAs the Raise return policy does not cover buyer’s remorse and it has been confirmed that the order in question was placed on the customer’s verified mobile device, Raise is unable to offer a refund for this purchaseWhile we appreciate the customer’s business, we are unfortunately unable to provide a refund for this Gap gift card that the customer has already been given access to

We were able to further review Revdex.com Complaint number *** as well as the Raise order in questionOrder number *** was placed on July 24, and contained one *** gift card valued at $On January 25, the customer reached out to our Member Services Team to let us know that they
were no longer able to use this gift card as an electronic card due to a change in *** policyA balance of $was remaining on the gift cardBecause of the change in *** policy, Raise is shipping physical *** cards to the buyers when possibleThis was offered to the customer, but they declined and asked for a refundBecause this order was outside of our Day Guarantee, the customer was initially denied a refundUpon further review, we were able to issue an adjusted refund of $to the customer’s credit cardThe adjustment accounts for the balance that was unable to be used as well as the original discount received for this gift cardWe apologize for the inconvenience this caused and hope that we will be able to serve 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 me
Sincerely,
*** ***

After again reviewing Revdex.com complaint number *** the requested resolution has been offered to the customerAfter further review, though outside of the Raise Guarantee, we have been able to work with the proper parties and have been able to provide the customer with a one time courtesy refund for this gift cards outside of the policy time frameA total of $has been returned to the customer’s original payment source as of August 3, and this amount should be shown at this timeIt normally takes 1-business days to see a refund processed back to the payment source
Overall, 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 resolutionWe 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 12486361, and find that this resolution is satisfactory to me
Thank youThat's all I was asking them for
Sincerely,
Brian Kelly

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that
the current resolution is warrantedOn November 8, the customer purchase a *** *** gift card from Raise.com with a value of $for a purchase price of $The customer then contacted Raise Member Services in June of and expressed that the gift card did not work as expectedWe were able to confirm through our records that the gift card did have a full and valid balance at the time of purchase from Raise by the customerWhile the merchant has expressed otherwise, we do understand form communication from the brand, that once a gift card has been closed down, they do not always retain information on when the funds were added or removed
The customer was informed after contacting Raise Member Services, that the order could not be refunded as it falls outside of the Raise GuaranteeOnce the Raise Guarantee has lapsed, we are unable to offer a refund or replacement in the same way we would within the first days from the date of purchaseThat being the case, we would like to sincerely apologize as we are unable to provide the customer with a refund or replacement card due to the length of time since the Day Money-Back Guarantee ended for this orderAt this time we would like to consider the issue resolved and look forwarding to serving the customer again in the future

After receiving Revdex.com complaint number ***, we were able to review the order and the account, and would be happy to further explain this case and provide a resolution to the customer.On April 17, 2017, an order was placed for a total purchase price of $(Raise Order Number *** This
order was not processed immediately as our system required further verification for this order.On the same day, the affected customer contacted Raise and was inquiring about an unauthorized charge on their credit cardThese claims are taken very seriously and the supporting agent immediately closed the account so whoever had access to this information no longer was able to view the informationThe supporting agent also sent this order to our Order Processing team, as they are the team responsible for reviewing and ultimately resolving any issues with unauthorized charges.The affected customer also requested further information about this order such as the email address and the billing address that is usedFor security measures, and privacy concerns, the supporting agent was not able to provide this information directly to the affected customerThis call was then transferred to our Order Processing team for further clarification.The supporting agent from our Order Processing team also reiterated the same information to the customerIt was reinforced however, that this order was canceled and did not ever processOur system detected there was an issue with this order and it was canceled once our Order Processing team reviewed furtherIf an order is canceled, any charges that are made are pending and will drop off within 2-business days.In addition, our Director of Member Experience, reached out to the customer on April via email to further discuss this experience and also offered to schedule a call to clarify any confusion that may have still been present.If the customer would like to receive more information in regards to this order, a subpoena may be submitted and Raise would be more than happy to work with the authoritiesRaise is not able to disclose any personal information about this order without this document.We’d like to sincerely apologize once again to the customer for this experienceWe understand how this is a confusing time and we are working everyday to protect the integrity of the marketplaceWe would like to consider this issue resolved at this time as our Order Processing team has officially removed all information on the account, the account has been deactivated, and the order was canceledAs mentioned, the charges did not officially process, they are treated as pending charges, and will drop off within 2-business daysWe would be happy to answer any further questions via email at *** or the customer may respond directly to the email sent by our Director of Member Experience as well

After again reviewing Revdex.com complaint number *** we are, unfortunately, unable to provide the customer with a different resolution
We have been in contact with the customer and confirmed with the retailer that the replacement card has a full and valid balanceThrough a conversation with the customer, we have also confirmed that her account for the retailer is now open and valid to use the remaining gift card, which she also expressed she is going to doOur sincerest apologies go out to the customer for the issues that have occurred with making these purchases with the retailer and are glad that she is able to use the balance on her gift cardWe would like to consider the issue resolved at this time, and look forward to better serving the customer again in the future

Complaint: ***
The dispute has been closed by my *** credit card issuerPlease proceed with the refund
Thank you

Complaint: ***
I am rejecting this response because:
I don't feel that if the vendor cancels the card and it was purchased from Raise that the consumer should be responsible for the damageThat's something Raise should work out with the vendor or put a disclaimer on their website warning that gift cards may have no value after daysBased on Raises policy, gift cards can be active for days and can be immediately deactivated at day with absolutely no responsibility from RaiseThis is misleading to the consumer as Raise's website claims gift cards never expireGift cards being "deactivated" vs "expired" shouldn't be a technicality that Raise leans on to absolve them of the consumer experiencing the exact same outcome (an unusable card which was paid for in full)
Sincerely,
*** ***

After receiving Revdex.com complaint number ***, we were able to review the order and offer a solution to the customer.On May 17, the customer purchased a *** gift card from Raise.com with a value of $for a purchase price of $The customer then called Raise Member Services
later that same day and expressed to the serving agent that he was unable to use the card to purchase a gift card at ***Upon further review it has been presented that *** will only accept a true gift card to use toward the purchase of a gift card in their storesThat being the case, we are happy to offer the customer a one time refund for this gift card, as he was unable to use it for its intended purchaseWe would suggest to the customer, going forward, that when he makes purchases on Raise for *** gift cards, he lean toward purchasing cards that have a round value, for example $as opposed to an odd balance.This suggestion is to avoid receiving a trade card or a card that cannot be used to purchase gift cards through ***We understand that this situation has been inconvenient and would like to take care of this quickly for the customerWe would also like to apologize that the customer was disconnected while waiting to speak to a supervisorThat matter will also be addressed internallyThe customer should receive the refund to his original payment source shortly, and we look forward to serving him in the futureIf the customer does have any questions, we have also sent an email confirming the refund, and he can go ahead and respond to that message

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
I will no longer purchase gift cards for future use from Raise.com unless they improve the safety of their marketplace
Sincerely,
*** ***