Raise Marketplace Inc

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,
*** ***

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,
*** ***

After again reviewing Revdex.com complaint number ***, we are, unfortunately, unable to offer the customer the desired resolution.Our Gift Card Support Team has further reviewed this order and has determined that these cards were indeed successfully redeemed therefore nullifying the Raise Guarantee for this specific orderThe sellers of these particular gift cards are trusted Raise partners and they have provided proof of purchase for these cardsFor this reason, we cannot hold them responsible for these cardsWe encourage the buyer to reach out to Apple for details on when these gift cards were redeemedAny correspondence with the brand can be forwarded to *** and we will quickly review and resolve.We understand that this is an unfavorable situation and encourage them to relay any information the brand has given them Again, we would like to apologize to the customer for the trouble that has occurred due to this order

After receiving Revdex.com complaint number ***, we were able to review the order in questionOn November 21, 2016, the customer purchased *** * Imports gift cards, valued at $and one valued at $200.00, respectfullyThe total purchase price of this order was $1,392.30, with the three
$valued cards priced at $each, and the $valued card priced at $163.80.Every gift card listed on Raise is verified twice by our Trust & Safety team, once at the initial listing and once at the time of purchase to ensure a valid productWe have a Year Money-Back Guarantee to protect the customer’s purchase price if they were ever to experience an issue with a gift card purchased through Raise.comWe encourage customers to contact us right away if they experience a card having an inaccurate balance or showing as inactive.The customer contacted Raise via live chat on January 15, 2017, stating that their order was canceled by the brand and gift cards were showing as a zero balanceThe supporting agent informed the customer that they were deserving of a refund as they were protected under our Year Money-Back GuaranteeThe customer was informed by the agent that the refund would be processed and they would receive a confirmation email as well.The customer reached out via email on January 27, 2017, stating that they had not seen the refund on their credit card statementUnfortunately, the customer submitted a dispute for the order through her credit card provider on December 7, As a dispute has been issued on this order, the customer’s account was placed on hold until the dispute has been resolved, and while we are happy to offer the customer a refund for the amount of the gift cards that could not be used, we are unable to apply a refund due to the disputeThe customer was informed via email by Raise that same day of this information.When a dispute is received on an order, the ability to complete a refund is taken out of the hands of Raise and placed solely into the hands of the credit card providerWe would like to sincerely apologize for the miscommunication as this information should have been presented at the time the customer reached out to Raise on January 15, 2017.The customer is deserving of a refund, and we would be happy to provide one but will be unable to do so until the dispute has either been resolved by the customer’s bank or dropped by the customerIf the customer does not receive a refund from the bank at the time the dispute is resolved, we would be happy to complete a refund through RaiseOnce the dispute is resolved or dropped, the customer is welcome to contact us at *** and we would be happy to help have the issue resolved from our end.At this time, we would like to consider the issue resolved and look forward to better serving the customer again in the future

After again receiving Revdex.com complaint number *** and further reviewing the case, we are, unfortunately, unable to provide a different resolutionAs the customer contacted Raise Member Services outside of the Raise Guarantee period, the same kind of resolution that could have been offered within the first days from the purchase date is not availableOutside of the Day Money-Back Guarantee we are unable to offer a refund or replacement cardFor this reason, we have offered the customer the Raise Credit of the amount that was paid out of pocket and are, unfortunately, unable to offer anything further.We would like to sincerely apologize for any inconvenience that this has caused and do believe that this issue has been resolved within the parameters of the Raise GuaranteeWe look forward to serving this customer again in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the
current resolution is warrantedOn September 5, the customer placed an order on the Raise marketplace for a Jack in the Box gift card with a value of $for a purchase price of $The customer then contacted Raise Member Services on October 1, and expressed to the serving agent that the gift card had not worked for the full balance as it shouldAt that time the agent checked the information on the card, confirmed that the customer could not longer redeem the remaining balance for some reason, and issued a partial refund for the amount of the gift card that the customer had been unable to use
This partial refund was calculated by subtracting the amount used by the customer from the value of the gift card and then the percentage of savings the member received on the original purchase price was applied to the new value to determine the new purchase priceIn conversation with the serving agent, the customer informed him that the gift card had been used for about $20.00, so the partial refund was issued based on this informationAs the gift cards are a type of currency, refunds that are issued for partially used balances are based on the amount of the gift card that was successfully redeemed and not refunded in whole
We understand that this can be a confusing process and are happy to answer any further questions that the customer may have by reaching out to us a ***
At this time we would like to apologize for any inconvenience that this has caused the customer and look forward to better serving him again in the future

Initial Business Response /* (1000, 10, 2014/09/15) */
Revdex.com complaint # XXXXXXXX
Dear ***
I have read the following case inquiry in its entirety and reviewed all the information concerning this issueOver all, I am glad we were able to get your payment to youAnd I am truly sorry
for any delay
I understand your frustration, and would like to explain the moratorium involving your payment in some detail for youIt is very important to the integrity of our marketplace that no gift card would be sold more than once, or is available for sale on more than one marketplaceOnce we learned the gift card you listed was listed on multiple marketplaces including ours, we needed to reach out to the buyerDue to this fact, we needed to take 2-business days to insure our buyer had in fact received a usable Target gift cardAfter we confirmed this within the time stated we were happy to make funds available to you immediately
Thank you for understanding that we must continue to make our marketplace a safe oneAnd I am sorry for any confusion this may have caused
I am very happy we've been able to get your funds to you
Sincerely,
*** ***
Manager of Member Services

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 May 1, the customer purchased a *** gift card from Raise.com with a value of $for a purchase price of $She
contacted Raise on May 1, to first inform them that there was trouble with the gift cardIt was determined that the gift card did have the full balance available for use by the customer at that time.The customer again contacted Raise on May 12, to explain that the card was used to place an order but that order was then canceledThe order was sent to the Gift Card Support Team for further reviewUpon review it was confirmed that the gift card had been used and the buyer was not refunded.After being sent back for a second review, it was determined that the gift card was not used by the customer and a full refund was issued to the customer’s original payment sourceThis refund should been seen on the customer’s original payment source in 1-business days from the refund processing date, June 2, 2016.We would like to sincerely apologize for the trouble with the gift card and time it took for a resolution for this customerAt this time we are glad that the customer has received a resolution and would like to consider the issue resolved at this time

Raise's cart system screwed up my order and their customer services is just squawking birds, repeating the same thing without giving the situation any thought When I checked out, I had $in *** gift cards in my cart I purchased this amount to use a $off $coupon code for my first time purchasing All the way to the 'Complete my order' step, I had gift cards, equaling $ When I got my emailed receipt, it only had two gift cards for $55, the coupon code showed that it had successfully been deducted, but it had not Basically a bait and switch scheme, and their customer service hasn't been able to fix it with three emails I'm never using this scam service again

After again reviewing Revdex.com complaint number *** we are, unfortunately, unable to provide the customer with a different resolutionWe 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 do.Our 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

We were able to further review Revdex.com complaint *** as well as the customer’s Raise orders and accountBoth orders (*** and *** were placed during NovemberOn January 16, the customer called into Member Services to let them know they were no longer able to use this gift card in an
electronic formThis was due to a change in *** policy which required gift cards and merchandise credits to be used in store with the physical gift cardBecause the cards were unable to be shipped, the agent then started the refund process for three cards totalIn order *** the gift card ending in *** was refunded in full ($175.19)Because the gift card ending in *** was partially used, a partial refund ($41.34) was processedBoth of these In order number *** a partial refund was issued as wellThe member was able to use $of this gift cardA refund for $was issued on February We apologize that these refunds were not processed in a more timely manner and we are working hard to improve upon our response timeWe sincerely appreciate the customer’s patience and hope to serve them again in the future

After receiving and reviewing Revdex.com complaint *** we are happy to provide the customer with any and all information we can regarding the safety of the Raise Marketplace
The Raise Guarantee is in place to protect customer’s purchases for days from the date of purchaseThis information is present on all order receipts as well as housed on the Raise home pageWhile there is no specific language covering the customer’s particular concern, Raise does express to customers that any issue incurred during the first days, that is brought out Raise attention within that time frame, will absolutely be coveredAnything outside of days is, unfortunately, not covered by the the Raise Guarantee
We understand the customer’s concern, but customers are encouraged to use the gift card within the time frame that the Raise Guarantee will cover any issues, so that whatever does occur will be resolved
Raise does have extensive security measures in place to check the gift cards as well as sellers before they are able to list with RaiseOur main priority is our members and keeping their purchases safe
We again would like to sincerely apologize for the inconvenience that this customer has experienced, and at this time, would like to consider this issue resolved

After receiving Revdex.com complaint number *** we were able to review the order and offer a resolution to the
customerOn December 23, the customer purchased a Container Store gift card through the Raise marketplace with a value of $for a purchase price of $The customer’s wife then contacted Raise Member Services on August 18, and expressed to the serving agent that the gift card did not work upon redemptionThe customer did also call in on the same day and time and spoke with a supervisor on the Member Services TeamIt was expressed by all serving agents, as well as the supervisor, that the gift order was so far outside of the Day Money-Back Guarantee at this point, that a refund or replacement card could not be offeredAs a longstanding member, who has received refunds in the past, Mr*** is aware of our Day Money-Back GuaranteeThat being said, this order fell outside of the Raise Guarantee as of April 1, Had the customer contacted us on or before this date, we would have been able to take further action on the orderThe seller of this gift card is currently under review by our Seller Support Team and we want to assure the customer that action will be taken to ensure that the seller is properly reprimanded for the issue with this gift card
At this time we would also like to offer the customer an additional $in Raise Rewards credit, to equal $total in credit, as recompense for this issueThis credit is currently in Mr***’s Raise account and will automatically apply to the next purchase made on Raise
We would like to sincerely apologize for any inconvenience and look forward to better serving him 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 receiving and reviewing Revdex.com complaint number *** and the corresponding payment numbers, it appears that a
resolution has been provided to the customer
On September 24, the customer sold five *** *** * *** gift cards on the Raise marketplacePayment for these transactions was requested the same day to a bank account with a name other than that of the customer’sAn email was sent asking the customer about the name discrepancy, as well as a few other verification questions, and the payment request was canceled until the email could be answered and information could be providedThis was done as a security measure as the credit card verification on the account is that of the customer’s which differed from that on the bank account informationPayment was again requested by the customer but was canceled a second time as the requested information had not been providedRaise in no way wanted to bar the customer from receiving payment, but wanted to make sure the payment was being securely sent
After the customer completed the requested verification, the funds were again released for the customer to requestUnfortunately, there is no process where payments can be expedited for our consumer sellers and the payment did take three days to be issued to the customer’s chosen accountWe apologize for the inconvenience in this 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
requested resolution has been provided to the customer
On October 2, the customer placed an order for four *** gift cardsThe customer then contacted Raise Member Services the next day and explained that two of the gift cards did not work when placing his order on ***Both gift cards showed full balances and applied to a test order so a refund could not be offered
This situation should have warranted a refund right away, as the customer was unable to use the gift cards, but unfortunately, the Raise Guarantee does not provide refunds for gift cards with a full and valid balanceAfter a screenshot of the gift cards not applying to an order was sent into Member Services, the member was refunded for the order and the gift cards were adjusted to be sold to another member after the issue had been resolved with the cards
*** number format does change per gift card, and we are looking into this further to make sure this does not happen to our members in the future
We would like to apologize to the customer for the inconvenience this caused and look forward to the opportunity to better serve him in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order numbers, it appears that
the current resolution is warrantedOn September 13, the customer purchased *** *** gift cards from Raise.comAll of the gift cards contained a balance of $with a purchase price of $The customer contacted Raise Member Services on April 28, and informed the serving agent that he was unable to redeem out of the gift cardsAs the order was outside of the Raise Day Guarantee at that time, the serving agent informed the customer that the order could not be refunded as the policy time had lapsed
During that phone conversation, the customer also spoke with a supervisor who again explained the guarantee to the customer and offered $in Raise Credit as recompense
The Raise Day Guarantee is in place to protect a customer’s purchase price for the first days from the date of purchaseAfter that time frame has passed, we are happy to look into any gift card that has an issue but cannot guarantee a refund in the same way that we do within the first daysIn this case, the order falls so far outside of the guarantee period that we are unable to take further actionWe would like to apologize for any inconvenience this had caused the customer, and would like to consider the issue resolved at this time

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 customerThe 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 processing
On 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 system
As 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 orders
While 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

After receiving and reviewing the second rejection to Revdex.com complaint number ***, we are, unfortunately, still unable to change the resolution for the customer.All gift cards are checked multiple times before they enter a customer’s order and are processedA gift card is unable to enter the marketplace if a balance cannot be confirmed on the cardWe have record that this particular gift card entered the marketplace on July 21, and at that time was confirmed to have a full and valid balanceThe customer then purchased the gift card on July 26, 2015, and the gift card was again checked, on that date, before the order could finish processingDuring both of these checks, the gift card was confirmed to have the full and valid $balanceHad the gift card not held this balance, the order would not have successfully processedThe message that the customer has received from the brand that the card was never activated can also mean that the gift card was closed down by the brand for various reasonsSome brands’ messages do not change depending on the status of the gift cardOur Gift Card Support Team has been able to confirm that this gift card was initially active when received by the customer, but that status was changed by the brand later on.Due to the length of time that has passed since this order was placed and the time since the guarantee period lapsed, we are unable to provide further assistance on the orderWe 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

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,
*** ***