Raise Marketplace Inc

After receiving complaint number
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The customer contacted Raise Member Services via email on March 16, 2016 and received a response from a Member Services Agent on March 17, 2016. The inquiry was regarding an order placed on Raise.com for an [redacted] gift card valued at $50.00 purchased at a $47.70 price. A screenshot of the error message was provided on the initial email, however it was blurry so the serving agent asked the customer to send in another image of the error that was more clear.
As asked, the customer did provide the new screenshot of the error message. Regrettably, the Member Services Team was unable to respond in a timely manner. As of March 24, 2016 the customer was refunded the full $47.70 purchase price and notified via email.
We would like to sincerely apologize to the customer for the wait time on a resolution. At this time we would like to consider this issue resolved and hope to better serve this customer again in the future.

I have purchased gift cards worth $3400 to purchase appliances for my new home. I didn't even get half of them in 14 business days which they have mentioned on their website. Tracking information that they provide on the website is completely inaccurate. Tracking information from raise.com shows that some of the cards have been scanned at some [redacted] location but I got them already. We can't track the cards with [redacted] website and they themselves don't know where exactly the cards are. Whenever I chat with customer care, they simply point me to the tracking information on the website which is complete nonsense and ask me to wait for 30 days. This is the worst online shopping experience. As of today its already 18 business days and I haven't got all of my gift cards. I have sent emails to support team to investigate what happened to the remaining gift cards which I suppose to get in 14 business days but no response from them. I wonder why they are charging money from the sellers if it is like [redacted].

After receiving Revdex.com complaint
rgb(255, 255, 255);">[redacted] and reviewing the order in question, it seems that the desired resolution has been provided to the customer.
The customer purchased a [redacted] gift card from Raise.com on January 11, 2016 with a value of $172.68 and a purchase price of $153.69. Raise Member Services was contacted by the customer on February 27, 2016 to express that the gift card held a $0 balance, at which time the order was escalated to the Gift Card Support Team.
Regrettably, the Gift Card Support Team could not respond in a timely manner and the customer contacted Raise Member Serviced again on March 23, 2016. At that time, the serving agent requested that the customer return the gift card to the Raise office before the refund could be issued.
The gift card arrived in the office on April 3, 2016 and the refund for the gift card was completed in the amount of $153.69 on April 4, 2016. It may take up to 3 business days for the refund amount to be reflected on the customer’s original payment source.
We would like to sincerely apologize for the delay in the customer’s refund, and are overall glad that we were able to get this resolved. We look forward to serving this customer again in the future.

Complaint: [redacted]
I am rejecting this response because: their is a lie.  Can they send proof that it was a valid card?  I have proof that it was never activated and therefore never has any value. 
Sincerely,
[redacted]

We were able to further review Revdex.com complaint number [redacted] filed by [redacted]s as well as the order in question. The orde[redacted] contained four Lucky Brand gift cards and the order total was $765.35. This order was placed on 12/8/15 at 3:49 p.m. CST and was immediately processed and delivered...

to his Raise account. [redacted] called our Member Services department on 12/9/15 and initially spoke to one of our agents. He explained that he no longer needed these gift cards because he had missed a sale at Lucky Brand. The agent explained that our return policy does not cover buyer’s remorse or misinterpretation of timing. Our 100 Day Guarantee clearly states a purchase will be refunded if an issue arises with the redemption of a gift card purchased from Raise. At this point, [redacted] asked to speak to a supervisor and was connected with [redacted], the Member Services supervisor on duty.. [redacted] reiterated our policy and explained that we would not be able to refund the $765.35 to [redacted] The necessary individuals have reviewed this phone call, and [redacted] acted fairly and within Raise policy. While we fully understand that [redacted] is a repeat customer and his business is very much appreciated, we are unable to refund him for completely valid gift cards that he has already been given access to. We will continue to ensure policy is appropriately communicated and all members are treated with the utmost respect. We sincerely apologize for the inconvenience.

After again reviewing Revdex.com complaint number [redacted] we are able to provide the customer with a different solution.
As mentioned previously, the customer is not authorized to resell this particular type of card on our marketplace due to the additional terms required for the sellers of this brand. This is true for all one-off sellers looking to sell this brand on Raise.
However, as a result, Raise is able to offer a one-time courtesy to the customer by sending them a pre-paid shipping label via email. The email will be sent within one business day. Once the customer receives his order in the mail, they can use the label to send the cards back to our office. Once Raise receives these cards into the office, we will be able to offer a full purchase price refund in the amount of $1,272.02. The customer will be notified via email once the transaction has been completed.
Overall, we would like to consider this matter resolved as we are making an exception to our policy in order to best serve this customer. We hope to be able to serve him again in the future.

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I purchased gift card from Raise and it was showing no expiry on it. Now card is not working and I do not understand meaning of no expiry due to this reason. I can accept physical gift card from [redacted] for same amount I purchased from Raise.
Sincerely,
[redacted]

After receiving and reviewing complaint number [redacted] and the order number in question, it appears that the current resolution is warranted.The customer purchased a Macy’s eGift card from Raise.com on April 25, 2015 with a value of $7.79 for a purchase price of $6.39. On January 20, 2016 the...

customer reached out to Raise Member Services over the phone as they were having trouble redeeming the gift card. As the order fell outside of the Raise 100 Day Guarantee the inquiry was escalated to the Gift Card Support Team.Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 5, 2016. As the order falls so far outside of the Raise 100 Day Guarantee the Gift Card Support Team determined that we are unable to provide a refund for this order. All gift card balances are verified before being listed onto the marketplace and again before being processed into an order. The gift card in this order was verified as having the full and valid balance at least twice before being completed into the customer’s order. This gift card does show that the card status has now been deactivated, but this is a change made by the brand that did happen sometime after the initial balance checks that were made while listing the gift card on the marketplace and processing it into the order. While there is no expiration on the gift cards, the Raise 100 Day Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. 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 would like to consider this issue resolved at this time and look forward to serving the customer again in the future.

After again reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to provide the customer with a different resolution.
Raise only sells gift cards on the marketplace one time to one customer and there are tools in place to make sure that a seller does not attempt to sell the same gift card on the marketplace a second time as well. As a member to member marketplace these gift cards are essentially previously owned and the reason that the Raise Guarantee is in place to protect the customer’s purchase price for the first 100 days from the purchase date.
We have been able to confirm that the gift card status was closed by the brand, [redacted] through conversation with a CSR through [redacted] This is information that the customer can also obtain through conversation with the brand. This was a decision made by [redacted] and not a decision made by Riase. As the customer brought this to the attention of Raise outside of the Raise Guarantee period, Raise is not responsible for requests brought to our attention outside of the first 100 days from the order date.
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 and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.The customer made a purchase on Raise.com for a [redacted] gift card with a balance of $75.00 and a purchase price of $69.40. On March 14, 2016 the...

customer contacted Raise Member Services via email that the gift card no longer held the correct balance. The serving agent responded on March 16, 2016 and expressed that the order was outside of the 100 Day Money-Back Guarantee Period. The Raise Guarantee is in place to protect the purchase price of all gift cards for the first 100 days from the purchase date. While there is no expiration on 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. As a member to member marketplace, the information of our buyers and sellers is confidential and we are unable to provide information pertaining to the seller of the gift card to the customer. Of course, our Seller Support Team will do their due diligence to ensure that the necessary steps are taken with this seller. We would like to offer our sincerest apologies as this order falls so far outside of the Raise Guarantee that we are unable to provide further action on this order. We would like to consider this issue resolved at this time and look forward to better serving the customer again in the future.

After again reviewing Revdex.com complaint number [redacted] we are unable to directly provide the customer with a resolution.Whenever there is a case of unauthorized purchases that enters the Raise marketplace, we have a Seller Support Team in place that deals directly with these sellers and any authorities that may become involved. While the Raise Guarantee does not always allow for a refund outside of the 100 Day Money-Back Guarantee, further action is always taken in regards to the seller. In this particular case, the customer has issued a dispute through their banking institution, on the order. As that is the case, Raise no longer has the ability to directly resolve the case but will be working closely with the customer’s card issuer to come to a resolution. We apologize that customer has had to take this step and look forward to coming to a resolution for the customer.

After again reviewing Revdex.com complaint number [redacted], we are, unfortunately, unable to provide the customer with a different resolution.
We apologize for the mistake in the original response, and do see that the purchase was made on February 18, 2016 and not on February 2 ,2016 and hope this did not cause any confusion. This does, however, not change the resolution.
Our records indicate that this first contact made by the customer to Raise regarding trouble with these gift cards, was on June 3, 2016, at which time the customer spoke with an agent as well as a supervisor on the Member Services Team. They did relay, at that time, that the order could not be refunded and a replacement could not be offered, due to the time that had lapsed since the Raise Guarantee had passed for the order.
We do understand that the customer had declined the Raise credit when it had been offered. It was placed into the account in the case that the customer would like to utilize it at any time.
The Raise Guarantee is located on the Raise homepage main screen and, it is also on the bottom of the Raise Order Delivery Receipt right below the order total. There is also a full page devoted to the Raise Return Policy that can be accessed through the menu on the Raise homepage.
We hope that this information has been helpful and again apologize for the inconvenience.

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 two [redacted] gift cards, each in separate orders, on Raise.com. Raise Order Number [redacted] contained a $50 valued gift card with a...

purchase price of $46.85. Raise Order Number contained a $25 valued gift card with a purchase price of $23.43. These two orders were completed within 3 minutes of each other. Both of these gift cards were egift/vouchers, meaning they would get delivered electronically to both the customer’s Raise account, and email address within 24 hours. As with all cards listed on Raise, the balances were verified twice, once at the initial listing and once at the time of purchase to ensure a valid balance.The customer contacted Raise Member Services on the same date, informing the supporting agent that both gift cards were showing as zero balance. The supporting agent informed the customer that this request would have to be sent to our Gift Card Support Team to be reviewed. This gift card was coming from a verified seller, and only some cards are sent over for review. This process will take between 7-10 business days.Our Gift Card Support Team reached back out to the customer on December 18, 2017 informing the customer that a refund would not be possible due to the redemption information received from the brand. We have a direct partnership with the brand that allows us to receive this information. The brand informed us that both cards were used in an online order and an outstanding hold would be placed on both cards until the product was shipped, at which point the cards would be at a zero balance. The customer insisted the cards were not redeemed, which led to another review in these two cards. Our Gift Card Support Team reached back out to the brand to see if they could provide any additional information. On December 21, 2017 an email was sent to the customer informing them that a refund was not able to be processed due to the new information provided to us by the brand. The email detailed that the initial order placed on December 15, 2017 was canceled. The authorization hold was placed due to the brand’s system taking a couple of days to refund the gift cards. The funds were returned to the gift cards in 2-3 business days. The customer had attempted to redeem the gift cards after the order was canceled, but the funds were not yet returned, which explains why they were viewing a zero balance.At this time, we would like to consider this case resolved as both gift cards were redeemed in-store in Plymouth, Massachusetts, which is where the customer is located. We would like to sincerely apologize to the customer for the confusion and the time it took to resolve this issue. We are happy to see that they were able to redeem the gift cards however, and we hope to better serve the customer in the future. Any additional questions or concerns can be sent via email to [redacted]@raise.com.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On June 27, 2016 the customer placed an order on Raise.com for an [redacted] gift card with a balance of $203.04 for a purchase price of $180.71. The...

customer then contacted Raise Member Services on June 30, 2016 and expressed to the serving agent that the brand did not accept the gift card and canceled the order. The brand issued a new gift card to the customer when the order had been canceled.The customer did not want to keep the gift card due to the brand canceling the order initially. Unfortunately, Raise cannot offer a refund on a gift card with a full and valid balance. As the customer did not want to keep the new gift card, a request to look into it further was sent to the Gift Card Support Team. The team was able to confirm that the new gift card number had been used by the customer to place a new and successful order with [redacted]
If the customer is still having trouble placing orders on [redacted] we would be happy to have a Member Services agent assist on a three way call with the customer and the brand to confirm that the gift card was not the customer’s purchase and was purchased through Raise, so that the account can be righted.We apologize for this inconvenience but are glad that the customer was able to utilize the funds from the gift card, and would like to consider the issue resolved at this time.

After receiving Mr. **'s complaint, we were able to further review his order and the Whole Foods gift card in question. 
 
Mr. ** attempted to call our Member Services department on November 24, and requested a call back as his place in the phone queue was held. Due to a...

high volume of calls this day, the amount of time it took for a call back took longer than on a typical day. Mr. ** did receive a call back from an agent who was then able to assist him with his gift card. The Whole Foods gift card from order [redacted] was determined to have been closed by the merchant and therefore refunded. The $6.90 refund was processed and applied to Mr. **'s original payment source on 11/24. 
Overall we are pleased to have been able to assist Mr. ** with his issue and appreciate his patience.

After receiving Revdex.com complaint number [redacted] and further reviewing the order, we are able to offer the requested resolution.The customer purchased a [redacted] Wholesale Club gift card from Raise.com on December 11, 2015 with a value of $300.00 for a purchase price of $281.70. On March 27, 2016 the...

customer contacted Raise Member Services and expressed to the serving agent that the gift card did not work when attempted in store. The serving agent then had to escalate the order to the Gift Card Support Team as they must review all orders that are brought to our attention outside of the Raise 100 Day Guarantee. This order does fall outside of the guarantee period, but we would like to offer the customer a full refund of his purchase price. The refund has been processed and should be returned to the original payment source within 1-3 business days. Refund are not usually processed outside of the Raise 100 Day Guarantee, but we understand that this is an unfortunate situation. We do encourage customers to redeem the gift cards within the guarantee period going forward. At this time we would like to consider the issue resolved and hope to serve this customer 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 August 6, 2016 an order was placed through the member’s Raise account for two [redacted] gift cards. Later on this date, the customer contacted Raise...

Member Services and expressed that this purchase was made by the [redacted] cashier while typing in the gift card numbers from the gift card from the Raise Wallet. The process to add a gift card to the cart on the Raise app, and checkout, cannot be done directly through the wallet and does take multiple steps before checkout can be completed. In a situation where the purchase has been made from the member’s device as an accidental purchase, a refund cannot be offered. The Raise Guarantee does not offer refunds for accidental purchases. The customer’s call was escalated to a supervisor on the Member Services Team and the same information was reiterated, that the cashier had accidentally placed the order while accessing the [redacted] gift card numbers. The Member Services supervisor again explained the Raise Guarantee to the customer and apologized that the gift card could not be refunded for an accidental purchase.We can also confirm that the purchase was made through the customer’s mobile device. There is a multiple step verification process in which customers must verify their device when logging in, and this was not done for another device at the time of this order’s purchase. Unfortunately, again, the Raise Guarantee does not honor refunds for accidental purchases, and we sincerely apologize for this inconvenience. We will, however, be reaching out directly to the customer to see if we can come to a further resolution.

We were able to further review Revdex.com complaint number [redacted] filed by [redacted] as well as the order in question. The order [redacted] contained a $100.00 [redacted] gift card for which the customer paid $85.00.[redacted] completed an order for a [redacted] gift card on October 27th for...

which she was charged $85.00.  [redacted] Member Services was contacted via email on November 30th, when the customer notified us that after using a small portion of this $100 card, [redacted] informed her that the remaining balance of the card was suspended and she would not be able to redeem the card.  The company suggested that she contact [redacted] as the gift card was not purchased directly through their company.Regrettably, [redacted] was unable to respond to this customer’s request in a more acceptable timeframe.  We sincerely apologize for this delay and encourage that any urgent issues are relayed via phone.Because she was able to use a partial amount of this gift card, we submitted an adjusted refund based on the discount at which she purchased this $100 card.  The customer initially claimed to use about $15, and a refund of $72.25 was credited back to the customer’s original payment source on 12/31/2015. In addition, a $5 promotional code towards an order in the future was offered for the inconvenience.Our gift card support team will continue to review this gift card with [redacted] to conclude what the exact issue was, as well as to prevent these issues in the future.We understand that it is not at all acceptable for a customer to wait weeks to receive a response to a support ticket and we are currently working to bring our response time back to a level we find more appropriate. We apologize for the inconvenience and encourage the customer to give us a call should there be any issues or questions that need immediate resolution in the future.

After receiving Revdex.com complaint number [redacted] we were able to review the order and offer a solution to...

the customer.
The customer placed an order on November 27, 2015 on Raise.com for a [redacted] eGift/Vouhcer with a balance of $25.00 for a purchase price of $19.00 which the customer paid $4.00 out of pocket as the rest was covered by Raise Rewards and a promotional code. The customer contacted the Revdex.com as well as Raise, regarding this order on May 12, 2016. There is a 2-3 business day response time for emails sent to Raise.
While the order does fall outside of the 100 Day Money-Back Guarantee, the order was escalated to the Gift Card Support Team for further review, as all orders brought to the attention of Raise outside of the guarantee period must be reviewed by the Gift Card Support Team.
The Gift Card Support Team has determined that a refund will be provided to the customer for the we $4.00 spent out of pocket on this gift card. The customer was refunded as of May 17, 2016 and a confirmation email has been sent to the email address on the customer’s Raise account. This refund will be reflected on the customer’s original payment source in 1-3 business days.
Overall, we are pleased to have resolved this issue for the customer and look forward to serving them again in the future.