Raise Marketplace Inc

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On July 9, 2015 the customer placed an order on Raise for a [redacted] (In Store Only) gift card. The customer then contacted Raise on March 20, 2016 and...

expressed to the serving agent that the gift card could not be used in store. At that time, the serving agent informed the customer that the order fell outside of the 100 Day Money-Back Guarantee, so no further action could be taken on the order. The Raise Guarantee is in place to protect the purchase price of all orders for the first 100 days from the purchase date. After that time has passed, we are unable to offer a refund or replacement in the same way that we would within the first 100 days. As the Raise Guarantee lapsed for this order on October 17, 2015, we will be unable to provide the customer with a refund or replacement.While there is no expiration on the the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. We appreciate the customer’s business and understand that while the 100 Day Money-Back Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be frustrating.We will continue to ensure that Raise policy is adhered to and properly communicated.  We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience.

After receiving Revdex.com complaint number [redacted], we were able to review the order in question.
id="docs-internal-guid-03124a19-5ce3-3303-94de-7a7bd1cfba94">On March 27, 2016 the customer placed an order for a [redacted] Store eGift card with a balance of $98.36 and purchase price of $91.47, on Raise.
Before this complaint was received, the customer had no previous contact with Raise regarding this order. The order was never previously refunded or recharged. The gift card purchase was charged to the customer’s original payment source on March 27, 2016 and no refunds or other charges were made in connection to this order.
Our Gift Card Support Team is currently looking into the trouble that this customer is experiencing with the gift card, and they will reach out to the customer with a resolution shortly.
We are happy to answer any further questions that the customer may have regarding this order while we work toward the best resolution.

After again reviewing Revdex.com complaint number [redacted] we have directly reached out to the customer and offered a different resolution.
The customer’s account has been active and open for her to use since this accusation or an unauthorized purchase was made. Only for a brief period on that day, was the account placed on a hold until the purchase was determined to be accidentally placed by the member and not an unauthorized user of the Raise account. We take unauthorized purchases very seriously, and in any cause where this is claimed, the account is put on hold until the final resolution has been determined, so that if an unauthorized user has gained access to a member’s Raise account, they no longer have access, due to the hold.
As mentioned directly in the Raise Guarantee, Raise does not refund for accidental purchases made by members as there are multiple steps to making a purchase that should safeguard against accidental purchases through the app or web browser. While the Raise Guarantee does not offer refunds for accidental purchases, we are happy to offer the customer a one time courtesy refund for these gift cards.
When the [redacted] gift card change was made, all members that had purchases within the 100 Day Money-Back Guarantee, were notified and physical gift cards were provided where applicable.
We absolutely will have the call with the Member Services supervisor reviewed and evaluated by our Quality Assurance Team, as we always want our members to feel respected and heard when calling in to speak with someone on our Member Services Team, especially a supervisor.
We would like to express that the two Sears gift cards in the accidentally purchased order [redacted] did and still do have the full balance. At this time, we are in the process of refunding the customer for this purchase and once the refund has been completed, the funds will show back on the customer’s original payment source in 1-3 business days.
At this time we are happy to have been able to provide a resolution to the customer and look forward to serving her again in the future.

After again reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to provider the customer with a different resolution.
We apologize for any confusion, but Raise was not notified by [redacted] that there was an issue with the gift card. Once a gift card has been processed into an order, the verification process has already been completed and the order is not reopened by Raise unless a member brings the order to our attention. This order was brough to Raise attention on July 11, 2016 and that is the first time, since the time the order was purchased, that the order was reopened by Raise.
Had we at Raise been notified or somehow aware that the gift card had an issue while it was within the 100 Day Money-Back Guarantee time frame, a refund would have been issued to the customer. As this issue was not brought to our attention until July 11,2016, more than a year past the order date, a refund or replacement card could not be provided. Similar to a warranty, the Raise Guarantee holds a strict time frame, and all requests for a refund received outside of that 100 day period will not be honored.
We will continue to ensure that Raise policy is adhered to and properly communicated.  We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience.

After receiving Revdex.com complaint number
background-color: rgb(255, 255, 255);">[redacted]  we were able to review the order in question.
On August 15, 2015 the customer purchased from Raise.com a [redacted] gift card with a value of $250.00 for a purchase price of $225.00 which was paid for by credit card.
Raise Member Services was contacted by the customer on January 5, 2016 and informed the serving agent that $16.07 from the gift card had been used by her and that the remaining balance of $233.93 had been compromised. At that time the order was already outside of the 100 Day Guarantee period so the order had to be escalated to the Gift Card Support Team for further review.
Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and the customer called in again on February 12, 2016. During that phone conversation the customer was informed by the serving agent as well as a supervisor that because the order falls so far outside of the 100 Day Guarantee, Raise would be unable to provide a refund. The supervisor offered to continue to have it reviewed in the case that anything would change, and the customer was ultimately still given the same resolution that Raise would be unable to assist as the order is outside of the guarantee range.
During further review completed by the Gift Card Support Team it was again determined that no refund could be provided outside of the 100 Day Guarantee and the customer has been notified via email. We understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team.
We 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.

We're sorry to hear that the customer has lost faith in our services. As a one time courtesy, his final [redacted] gift card (Order [redacted] will be relisted on his behalf. Again, we normally cannot provide refunds for a valid gift card, but we are willing to make an exception. An email has already been sent confirming that his [redacted] gift card has been relisted and he will receive a refund for this gift card as soon as it sells again. Of course, should an issue arise with this gift card after it sells, we will be reaching out to the customer. We hope that the customer will find this satisfactory as he will be getting a refund as requested. We encourage him to respond to our most recent support email if he has any other questions regarding this process.

After receiving Revdex.com complaint number [redacted], we were able to review the order in question.  This order,...

placed on October 11, 2015, included a [redacted] eGift card with a value of $200.  A total of $160 was charged to the customer’s credit card.
On January 10, 2016, the customer called Raise Member Services from the restaurant, stating that he is unable to redeem his gift card to pay his bill.  Although the $200 balance had been verified before being placed on the marketplace, the handling agent was able to confirm that there was an issue with the gift card’s balance at the time of the call.
The customer was told that this incident would be completely covered by the Raise 100 day 100% moneyback guarantee, and he was refunded the same day for his $160.00 purchase.
Unfortunately, we are unable to offer the customer the additional $40 requested.  As he had paid $160 for this $200 gift card, we cannot refund more than the purchase price.  We sincerely apologize for the confusion regarding the stated issue with this gift card.  While reviewing the details of the card, it initially appeared as though there was an activation issue. However, upon further review our Support team did determine that the card had been used elsewhere. Regardless, either issue would be covered by the 100 Day Guarantee of the purchase price.
As a member to member marketplace , Raise verifies all sellers, buyers, and gift cards to protect the integrity of the marketplace.  The customer is typically not the first person to have access to the gift card number purchased.  A verified seller, someone just like the customer, lists an unwanted gift card at a price of their choosing.  Any gift card may be listed only once on Raise to ensure successful redemption by the buyer.  We can assure the customer that the card was listed once and only sold in his order.  
Should any issue arise with a gift card, Raise steps in to protect the customer and offer a full refund of the purchase price.  Our Seller Support team is notified of any continued issues with a particular seller to take any necessary action.
We sincerely apologize for the trouble the customer experienced with his gift card.   Although we are not able to refund the additional amount requested by the customer, we were happy to offer a refund as well as a complimentary $5 credit to his account for the inconvenience. We would like to consider this issue resolved at this time and hope that the customer finds a refund and complimentary credit a suitable settlement.  We look forward to serving him again in the future.

After receiving Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the customer.On December 14, 2017, the customer purchased a [redacted] gift card valued at $482.16 for a purchase price of $440.00. This was an egift/voucher, which means it would be sent...

electronically via both the email address associated with the Raise account, and to the customer’s Raise account directly. As with all gift cards listed on Raise, it was verified twice by our Trust & Safety team, once at the initial listing, and once at the time of purchase to ensure a valid balance. The customer reported a problem with this card via their account on the same date. The customer had reported that the card had a balance $11.39 but they had not used the card yet. Because of this, it was sent to our Gift Card Support Team for further review. Typically, this process will take anywhere between 7-10 business days for the review to be fully completed.The customer contacted Raise Member Services on December 16, 2017 asking for an update for this review. The supporting agent informed the customer that the card was redeemed online on December 15, 2017. Because of this, the supporting agent informed the customer over the phone that the refund would not be able to be processed. We would like to apologize to the customer for the troubles this has caused and the initial denied refund. This is still under review and it should not have been denied at that time. Currently, we are working with the brand in order to figure out what happened to the card, and are hoping to have a resolution soon. Once we hear back from the brand, an email will be sent by both our Gift Card Support Team and our Voice of Customer team informing the customer of the outcome.At this time, we would like to consider this issue resolved, as we are simply awaiting final confirmation from the brand before moving forward. If the customer has any additional questions, an email can be sent to [redacted]@raise.com and we’d be happy to follow up. Any additional information about this card can be sent to that email as well, and we will continue working with the brand to resolve this as quickly as possible. We would once more like to apologize to the customer for the troubles and the longer than usual time it has taken to resolve this. We encourage the customer to be on the lookout for an email over the next couple of business days.

After receiving Revdex.com complaint number [redacted] and the corresponding order number, we were able to review the order and offer a resolution to the customer.The customer purchased a [redacted] eGift card on January 4, 2016 with a value of $1,000.00 for a purchase price of $940.00. On January 26, 2016 the...

customer contacted Raise Member Services and expressed to the serving agent that the gift card was not working when he attempted to make his purchase. The serving agent confirmed that there was an error message and that the order would have to be review by the Gift Card Support Team due to the high value of the purchase.Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was attempted to be resolved after a dispute had already been filed on the order. When a dispute is filed, Raise can no longer directly refund the gift card but must work with the customer’s banking institution for the refund.In this case, the information initially submitted to the banking institution by Raise had a discrepancy and the dispute was fought by Raise when it should have been accepted. We have been notified by our payment processor that the customer should have been refunded through their bank initially. Should the bank deny their dispute due to the information provided by Raise, as soon as the dispute has been resolved, we will process the refund directly through our payment processor. We would like to extend our deepest apologies for any trouble any inconvenience that this has caused and will continue to work with the customer’s banking institution, and the customer, until his funds have been returned.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
To Raise: I truly appreciate your prompt response and willingness to rectify this issue. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/04/29) */
Response to Revdex.com complaint # [redacted]
Dear Mr.[redacted]
I have reviewed your inquiry in full and have researched all details regarding this case. Overall, we are pleased to have resolved this issue for you.
It was a...

pleasure speaking with you on the phone, but it was unfortunate to hear Subway was unable to take care of this issue for you. We are glad that Raise was able to resolve the issue in lieu of the Merchant.
If you ever have any trouble please contact us. It would be our pleasure to serve you in anyway we can. We appreciate your continued business Mr.[redacted], you are a very valued customer.
Kindest Regards,
[redacted]
Raise Member Services
Initial Consumer Rebuttal /* (2000, 10, 2015/05/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They issued me a credit for the amount in dispute. Thank you for your help.
Regards,
[redacted]

After receiving and further reviewing Revdex.com complaint number [redacted] , we are, unfortunately, unable to offer the customer a different resolution, at this moment. As mentioned previously, 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 provider. Typically, this process may take up to an estimated 60 days, a time-frame determined by the banking system, for it to be resolved between the financial institutions. There should be an update in regards to this dispute by or before Sunday, February 5, 2017. At this very moment, Raise is unable to apply the refund due to the dispute still showing through our payment processor. We would like to get this issue resolved as quickly as possible for the customer. Therefore, once our system updates to see the end result of the dispute, we’d be happy to move forward from there. As previously stated, if their credit card processor does not resolve the dispute in their favor, Raise will be more than happy to provide the customer with their deserved refund.Any further questions or follow-ups can be sent to [redacted] and we’d be happy to resolve the situation once the dispute has been cleared from both parties.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On January 16, 2016 the customer made a purchase on Raise.com for a [redacted] gift card with a purchase price of $64.10 and a value of $71.22....

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, 2016 expressing that the gift card was unable to apply to an online order as it did not have a balance. Email responses typically take 2-3 business days. On April 13, 2016 Raise received a credit card dispute from the customer for this order. Once a dispute has been put on an order, any correspondence while a dispute is active must go through the bank and Raise.This 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 100 Day Guarantee. During 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 purchased. A purchase was made on January 17, 2016, using the entire amount of the gift card, $71.22, at the [redacted] in Crestview Hills, KY. This [redacted] store location is approximately a 25 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 card.We would like to apologize for any confusion and inconvenience this issue may have caused. We 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 [redacted] and the corresponding order number, we were able to...

review the order and offer a solution to the customer.
On November 16, 2015 the customer placed an order through the Raise marketplace for a [redacted] gift card with a balance of $316.57 for a purchase price of $299.16. The customer then contacted Raise Member Services in May and expressed to the serving agent that the brand was giving the customer a hard time with redemption. At that time the serving agent confirmed that the gift card had a full and valid balance, and the Raise Guarantee does not honor refunds for fully valid gift cards. Again the customer contacted Raise Member Services on August 30, 2016 and expressed to the serving agent that the gift card would not apply to an online purchase.
[redacted] has recently changed they way that a merchandise credit can be applied to an online order and will no longer accept them, so they must be used in store. As the order falls outside of the Raise Guarantee, no further action could be taken on the order and the customer was offered a promotional code by the serving agent.
The Raise Guarantee is in place to protect the purchase price for all orders for the first 100 days from the date of purchase. After that time frame has passed, we are always happy to look into an order, but cannot guarantee a refund or replacement card in the same way that we would within the first 100 days.
We would, however, like to offer the customer a courtesy, as the issue has persisted for so long. A refund of the customer’s out of pocket purchase price, $294.16, has been returned the the original payment source, and will be available in that account within 1-3 business days depending upon the banking institution.
We are happy to have been able to provide the customer with this resolution and look forward to better serving her again in the future.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On January 6, 2017, the customer listed a total of 3 gift cards for sale, 2 valued at $100.00 [redacted]) and the 3rd one valued at $200.00...

(Best Buy). Cards listed on Raise are verified by our Trust & Safety team before officially going live on the marketplace. Typically, this process can take up to 24 hours, but may be subject to a longer time-frame, if further verification is needed.The customer then reached out to Raise via live chat on January 7, 2017 inquiring if the gift cards were officially listed yet. The supporting agent expressed to the customer that our Trust & Safety team was currently reviewing listings on a first in, first out basis and that the customer’s cards were currently in the queue waiting for approval.The customer emailed Raise on January 8, 2017 and January 9, 2017 again inquiring about the cards and if they were officially listed on the marketplace.On January 10, 2017, the customer chatted in to Raise for the second time after the gift cards had been pending for 4 days. The supporting agent escalated this request to our Seller Support team and informed the customer that the cards would officially be listed within the hour, pending the images of the back of the cards being uploaded via the customer’s Raise account. The customer proceeded to upload the images and the cards were officially listed and sold later that day.Regrettably, the cards were not able to be listed within 24 hours due to the further verification that was needed and we sincerely apologize to the customer for the delay in listing the cards and any confusion this may have caused. We understand that the extra time taken is an inconvenience, and it is our greatest priority to improve our communication with members. Overall, we are pleased to have resolved this issue and the customer has since received payment for these 3 gift cards. We look forward to better serving the customer in the future and welcome any further questions the customer may have via email at [redacted].Tell us why here...

We were able to further review Revdex.com complaint [redacted] as well as the customer’s two orders and Raise account.The customer placed her first order ([redacted] on January 25 for a $400 [redacted] [redacted] gift card. She called our Member Services line after she was unable to use her gift card online....

The order was then sent to our Gift Card Support Team for further review due to the high value of the gift card. Her second order ([redacted] was placed shortly after her first order. The customer had also sent an email about this gift card having a zero balance. This order was sent to our Gift Card Support Team as well. Unfortunately our team did not provide a resolution in a timely manner. We have now applied refunds for both orders, which will be credited back to the original payment source. A confirmation email has been sent for each email as well. We sincerely apologize for the trouble with both of these orders as well as the delay in response. We are consistently working to improve our communication with members as well as prevent card problems such as these from occurring. We hope to further serve this customer in the future and encourage her to contact Member Services should any questions arise.

After receiving Revdex.com complaint number [redacted], we were able to review the...

order in question and offer the customer the desired resolution.
On December 14, 2016, the customer purchased two [redacted] gift cards, one valued at $50.00, and the other valued at $25.00 with a purchase price of $24.50, respectfully. There was also a special $10 off new user promotional code used in this order. ([redacted])
The customer reached out to Raise via live chat later that day stating that the $25.00 value gift card was not working properly and that they were informed by Google that the card was not properly activated. The supporting agent requested a screenshot of the error message, as this is the procedure Raise has in place as a way to have this information for our records.
After receiving and reviewing the screenshot provided by the customer, the serving agent informed the customer that this request would need to be sent to our Gift Card Support team for further review. This was due to the error message indicating that the card was being redeemed out of the United States. Typically, our Gift Card Support Team will review the case and have a resolution in 7-10 business days. The customer then desired to speak to a supervisor, as he felt the time-frame was not acceptable.
The supervisor expressed to the customer the same information and timeframe as the previous supporting agent, which required an additional 7-10 business days to fully review.
After further review, our Gift Card Support Team reached out to the customer on December 16, 2016 via email, providing the customer with a full refund, minus promotions in the amount of $21.14 for the $25.00 valued gift card. We have also added a $5 credit in the form of Raise Rewards that will be added to the customer’s account and will automatically deduct from the purchase at checkout.
We would like to consider the issue resolved at this time and hope that the customer finds a refund and complimentary credit a suitable settlement. We also would like to extend our sincerest apology to the customer for the delay in a resolution and we are actively working to minimize our overall response time as to better serve our members. We welcome any further questions the customer may have at [redacted]

Complaint[redacted]
I am rejecting this response because: I not only emailed Raise but I opened a chargeback with my credit card company. I even sent Raise screenshots of the error I received when attempting to use the [redacted] card. Now when checking the balance it reflects nothing. At this point I would rather be refunded as I ended up meeting my gift card needs through cardpool. I no longer purchase through Raise as this is the second time I've had a problem with their gift cards (previously it was a [redacted] & [redacted] card that I used half of, then reflected $0 on it when I attempted to use the remaining $50 a week later), I've yet to run into this problem elsewhere.
Sincerely,
[redacted]

After receiving Revdex.com complaint [redacted], we have reviewed the complaint and order, and have offered the customer a solution.The customer purchased a Cigars International gift card from Raise.com on February 14, 2016 for a value of $50.00 at a purchase price of $45.00. The customer contacted Raise...

Member Services on February 17, 2016 expressing that the gift card was not working. At this time the order was escalated to the Gift Card Support Team due to the gift card brand. Some brands are reviewed by the Gift Card Support Team before further action can be taken.Currently, the Gift Card Support Team does have a 10-14 business day response time. Regrettably, even beyond that time frame they were unable to respond to the customer in a timely manner. The Gift Card Support Team was able to get in contact with the brand, Cigars International, and were able to determine that it was an error on their part, that the gift card was not accepted. Once this information was obtained from the brand, we reached out to the customer to confirm if he would like the refund or the credit back to his Cigars International account that was offered through us to the customer. The customer did reach back out to us via phone on March 21, 2016 and, with his response, we were able to refund him for the full purchase price of the gift card. We would like to sincerely apologize for the trouble regarding this order and hope that we have the opportunity to serve this member again in the future.

After receiving Revdex.com complaint number [redacted], we were able to review the orders in question.
id="docs-internal-guid-7f0ff46d-e429-fb19-aab1-a2985471c323">The customer placed two orders on Raise.com for [redacted] gift card that are being reviewed in this complaint. The second of the two orders was placed on December 30, 2015 for a [redacted] gift card with a purchase price of $255.08 and a value of $282.48. During conversation with the customer and contact with the brand, we were able to determine that the customer was able to successfully redeem this gift card for the full value across multiple transactions.
The first order was placed on December 21, 2015 for a [redacted] gift card with a value of $429.74 and a purchase price of $387.63. The situation has been escalated and the customer has been in contact with [redacted], here at Raise, and he is working to get a resolution for this customer. As the customer was able to successfully redeem one gift card of the two, we are hoping that he has been able to successfully redeem the other and there was just an oversight on the remaining balances.
[redacted] will be in contact with the customer to resolve this situation, and we would like to consider it resolved here at this time. We will work with the customer until a desirable resolution has been provided.