Raise Marketplace Inc

I'll just do a chargeback. Thanks for nothing

Complaint: [redacted]
I am rejecting this response because:  Although I did not contact them until July 2016.....they were notified by [redacted] on July 25th, 2015 (less than 20 days after I purchased it) that this card was purchased with a stolen credit card.  Since Raise.com was notified by the merchant (which Raise did confirm that they were notified of the activation issue - and it would be on the recorded phone call I had with them)...and it was well within the 100 days I should have been contacted and a credit refunded.   If they are aware of fraudulent activity on a product they are selling most ethical companies would make good with the customer and refund accordingly.  
Sincerely,
[redacted]

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]

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On December 14, 2014 the customer purchased a [redacted] gift card with a value of $300.00 for a purchase price of $252.12 through Raise. The customer...

then contacted Raise Member Services on June 24, 2016 and expressed to the serving agent that she was unsure if she had used the card previously, but at that point it was no longer working. At that time, the serving agent informed the customer that the order fell outside of the Raise Guarantee, so he was unable to offer her a refund or replacement card. After speaking with the serving agent, the customer requested to speak with a supervisor. This request was met and a supervisor for the Member Services Team spoke with the customer and offered her a $30 Raise Rewards credit to use toward a future purchase, as the order was not longer within the Raise Guarantee. The customer accepted the credit and it was placed into the Raise account. The Raise Guarantee for this order lapsed as of March 24, 2015. 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. Had the customer contacted us on or before that date, we would have been able to offer further assistance for the purchase. We would like to sincerely apologize for any inconvenience this order caused, and look forward to serving the customer again in the future.

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]

After receiving and further reviewing Revdex.com complaint number [redacted] we are happy to further address the concerns that the customer has presented, as well as further explain the information that was needed to resolve this issue.At the initial point of contact on January 23, 2017, the handling supervisor was assisting the customer with the 12 cards that the customer had called in about. According to the notes provided, the customer was unable to provide the card numbers or the Card ID of the cards in question. In order to refund the correct cards, we needed that information in order to make the transaction fair to both the buyer and the seller. When the customer checked the other 15 cards and found no balance on them as well, the supervisor informed the customer that these would be sent to our Gift Card Support Team for further review as we needed to verify what happened to all of these cards.Because of the limited information that we had in regards to the redemption of these cards, we asked the customer if it would be possible to provide any transaction history or proof from the brand that these cards were invalid and they were unable to redeem them. Whenever a card may go bad, based on the information that is provided by customer, our Gift Card Support Team looks into the issue and will approve or deny the refund based on what they find from the brand and the seller. In this case, with the little information provided, they were unable to review in a proper manner.Recently, our SVP of Operations also reached out to the customer to better explain the process as well as obtain the needed information in order to resolve.We’d like to sincerely apologize once more to the customer for this experience and the delay in receiving a resolution. As mentioned, we have refunded all 4 orders for their full purchase price and emails have been sent to the customer as well confirming this.Every day we are improving the quality and the selection of the gift cards on our marketplace as well as the verification process needed for sellers. We also hope to improve the communication process with our members as well as the overall member experience. At this time, we would like to consider this issue resolved and any further questions or comments about this experience can be sent to [redacted].

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On August 2, 2015 the customer placed an order on Raise for three [redacted] gift cards of varying values and prices. The customer then contacted Raise...

Member Services on May 1, 2016 and expressed to the serving agent that the eCards were no longer available for him to view in the Raise app. At that time the serving agent informed the customer that the order fell outside of the Raise Guarantee and a promotional code for a future purchase was offered. 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 strict time frame has passed, we are happy to look into an order but cannot guarantee a refund or replacement card in the same way we would within the first 100 days. While this order does fall outside of the 100 Day Money-Back Guarantee, as a courtesy, we would like to offer the customer $196.00 in Raise Rewards credit. This can be used toward a future purchase or purchases on Raise and will automatically apply to the next order placed. The credit is now in the customer’s account, and if there are any questions we are happy to answer them if the customer emails us at [redacted] At this time we are happy to have been able to offer a resolution to the customer and would like to consider the issue resolved at this time.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On July 5, 2015 the customer purchased a [redacted] Cinemas gift card from Raise.com with a value of $100.00 for a purchase price of $85.82, which the...

customer paid $81.53 for after a promo code was applied. The customer then contacted Raise Member Services on July 11, 2016 and expressed to the serving agent that the gift card did not have a balance when he attempted to redeem. At that time the serving agent notified the customer that the order fell outside of the 100 Day Money-Back Guarantee so a refund could not be applied. The customer then spoke with a supervisor in our Member Services Team who also reiterated the same information.Before a gift card is processed into an order on Raise, the card balance and validity are confirmed through at least two different verification checks. At minimum, one check is run before the gift card enters the marketplace and the second before the card is processed into the customer’s order. Gift cards sold on the Raise marketplace do not have an expiration date, while the Raise Guarantee does only guarantee a refund for the purchase price for the first 100 days after the date of purchase. Once a gift card is processed into a customer’s order, Raise does not go back and periodically recheck the gift card. If a customer brings a fully processed gift card back to the attention of Raise, at that time another verification check will be done. In the instance that this problem is brought to light during the Raise Guarantee time frame, the purchase price is fully covered. In cases when the order is brought to Raise attention outside of the guarantee period, unfortunately, the purchase is not longer covered and no refund can be offered.We would like to sincerely apologize for this inconvenience as the order falls so far outside of the Raise Guarantee that no further action can be taken on the order.

After again reviewing Revdex.com complaint number [redacted] we are happy to provide the customer with a different resolution. We do acknowledge the fact that those laws are accurate, however, the gift card did not expire, as this in not legal within five years of the issuance date, as the customer has quoted. These laws are to govern those issuing gift cards. As a member to member marketplace, we do not have the ability to create, activate, or issue gift cards. We simply connect buyers and sellers and facilitate a transaction.The transaction and the subsequent purchase, made by the customer, is guaranteed for up to 100 days from the time the gift card purchase has been completed through Raise. We cannot force a member to use a gift card within 100 days, but we do strongly encourage it so we can provide compensation when necessary. Since Raise is not the issuer of the gift card, we are not obligated to protect the card for 5 years. However, in this situation, we are happy to provide the customer with a Raise Rewards credit of $198.00, the purchase price of the specific gift card the customer contacted Raise Member Services regarding, that we were able to confirm the customer had trouble redeeming. This credit will automatically apply to the next purchase the customer makes on Raise and does not need to be used in full on one purchase. 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 complaint number [redacted], we were able to review the order and offer a solution to the customer.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.

After receiving Revdex.com complaint number [redacted], we were able to review the order and determine an appropriate solution.On February 7, 2016, the customer purchased three [redacted] cards in Raise Order Number [redacted] for a total purchase price of $864.12. One card was purchased for $287.85 with a...

value of $309.05, another was purchased for $281.34 with a value of $302.06, and the final card was purchased for $294.93 with a value of $316.65. At the time this order was placed, these cards were egift/vouchers, meaning they were eligible to be redeemed both online and in-store.On April 28, 2017, the customer contacted Raise informing the supporting agent that they were unable to use two of the three cards that they had initially purchased. The supporting agent informed the customer that due to the time that had passed since this order was placed, we were unable to refund as it was outside of our 1 Year Money-Back Guarantee. At the time this order was initially placed, the Raise Guarantee covered customers’ purchases for the first 100 Days. In January, our Guarantee was extended to 1 Year to give our customers even more confidence when purchasing on Raise. The supervisor on duty at the time provided the customer with $10 in Raise Rewards as an extension of our apology.The customer contacted Raise a second time on May 1, 2017, expressing displeasure in this decision and wanted to speak a supervisor. The supporting supervisor at the time reiterated that, unfortunately, as this order fell outside of our updated 1 Year Money-Back Guarantee, we would not be able to offer a full purchase price refund for this purchase. An additional $50 in Raise Rewards was offered to the customer at the time of this call as well. The customer requested to speak to the head of our Member Services department and was directed to send in an email addressed to him.On May 2, 2017, an email was sent from the Head Supervisor in our Member Services department to the customer with more details about this experience. The email reiterated once again our 1 Year Money-Back Guarantee and addressed the customer’s concern about not being able to redeem the card online as well. On June 30, 2016, [redacted] switched the redemption of these cards to in store only, so these cards were not able to be redeemed online anymore. An additional $50 in Raise Rewards was provided, totaling $110 in the customer’s account.As a member to member marketplace, redemption instructions are being obtained directly from the brand. As we are not the owners of these gift cards, those instructions may change from the time the order was initially placed. However, our 1 Year Money-Back Guarantee is in place to protect customers’ purchase price in the event they have trouble redeeming a card. This can apply to a card showing as inactive, not receiving a card, or a card showing an inaccurate balance. While we cannot make our customers redeem the cards within 1 Year, we do recommend it so we can resolve any issues that may occur quickly and to the customer’s liking.The $110 in Raise Rewards have been deposited into the customer’s account and are able to be used at their earliest convenience. 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. Any follow up questions or concerns can be sent via email to [redacted]

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On March 28, 2016 the customer purchased three [redacted] gift cards, all with balances of $200.00, from Raise. The customer then contacted Raise Member...

Services on July 16, 2016 and expressed to the serving agent that he was unable to use the gift cards and two then had a $0 balance and one gift card only contained a balance of $180.00. At that time the serving agent informed the customer that the order fell outside of the 100 Day Money-Back Guarantee and would therefore need to be escalated to the Gift Card Support Team.All requests for a refund, or order review, received outside of the Raise Guarantee time period must be seen by the Gift Card Support Team before a resolution can be offered to the customer. In this case, the Gift Card Support Team found that no refund could be offered to the customer as the issues with the gift cards occurred outside of the strict time period of the Raise Guarantee. The Raise Guarantee is in place to protect the purchase price of all gift cards purchased on Raise for the first 100 days from the purchase date. After that time frame, we are happy to look into the gift card, but cannot guarantee a refund or replacement card in the same way that we would while the Raise Guarantee is active for that particular order.At this time we would like to sincerely apologize for any inconvenience that this has caused the customer and would like to consider the issue resolved at this time.

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

references.
The customer purchased three [redacted] gift cards on December 13, 2015 across two different orders on Raise.com. [redacted] had a policy change in early January 2016 regarding the way that they accept eGift vouchers for gift card redemption. The cards in this customer’s orders were all affected by this change.
When notified about this change, Raise attempted to have sellers send the physical versions of these gift cards to the customers affected so they would still be able to utilize their savings. Unfortunately, not all of the sellers were able to send out the physical cards and some buyers were unable to redeem the gift cards the way they had intended.
In this specific case, the customer contacted Raise Member Services on January 18, 2016 and notified the serving agent that the gift cards would not work and that there was probably a full balance on them all. At that time, the serving agent reached out to the sellers to make sure that the gift cards could be sent to the customer. When the sellers could not confirm shipment on the gift cards, the orders were escalated to the Gift Card Support Team for further review, for a resolution, due to the high value of the orders.
Regrettably, the Gift Card Support Team was unable to respond in a timely manner and the customer filed a dispute on the orders. Raise is unable to refund a purchase when a dispute has been filed, so we did have to wait until the dispute had been removed before a refund can be completed for the customer.
During review by the Gift Card Support Team they were able to determine that the customer had been able to use some of the gift card in the voucher format before the policy change occurred, so a refund was processed for what was not used by the customer in voucher format.
We understand that this an absolutely unacceptable time frame for a customer to wait and are working to improve response time for the Gift Card Support Team. It is always our mission to learn from every customer experience and use it to improve the way our marketplace works.
We would like to extend our deepest apologies for the inconvenience that this customer faced with these orders and would like to consider the issue resolved at this time. We look forward to better serving them again in the future.

After receiving Revdex.com complaint number [redacted],  we were able to review the orders again and offer a solution to the customer.On November 23, 2015 the customer made a purchase for a [redacted] gift card and on July 25, 2015 the customer made a purchase for two [redacted] gift cards. The customer...

contacted Raise Member Services and expressed issues with all three of the gift cards well outside of the Raise Guarantee for both orders. 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.After reviewing the customer and his record with Raise we would like to offer a one time courtesy for these orders. As they are outside of the 100 Day Money-Back Guarantee, we are unable to provide a refund, but we are happy to offer the customer Raise Rewards credit in the amount of $86.46. This credit has already been placed into the customer’s account and will automatically apply to the next purchase made on Raise.We would like to express that this is a one time courtesy and encourage the customer to utilize the gift card funds within the first 100 days whenever possible.We would like to sincerely apologize for any inconvenience this has caused and hope that the customer finds this a suitable resolution. We look forward to serving him again in the future. Tell us why here...

After again reviewing Revdex.com complaint number
rgb(255, 255, 255);">[redacted], we are happy to offer the customer a resolution.
On March 25, 2015, the customer made a purchase through the Raise marketplace for a [redacted] gift card with a purchase price of $160.00 and a value of $200.00. The customer then contacted Raise Member Services on August 30, 2016 and the expressed to the serving agent that the the gift card could not be used for placing an online order. At that time, the serving agent informed the customer that the order fell outside of the Raise Guarantee and for that reason, a refund or replacement card could not be offered.
The customer then asked to speak with a supervisor and this request was met. On the phone the supervisor explained the limitations of the Raise Guarantee and offered the customer a promotional code to use toward a future purchase, as the order could not be refunded outside of the 100 day guarantee period.
After further review, as a courtesy, we would like to offer the customer a full refund of his purchase price. This refund will be available on the customer’s bank statement within 3-5 business days, depending upon the customer’s banking institution.
We would like to remind the customer that this is courtesy and that the same resolution may not be offered if a similar situation were to occur in the future.
We would also like to apologize for any inconvenience that this issue may have caused for the customer, and hope that he will find a refund an acceptable resolution.

After receiving Revdex.com complaint number [redacted], we were able to review the order (Raise Order Number [redacted]) and offer a solution to the customer.On April 1, 2016, the customer purchased a $300 valued [redacted] gift card for a purchase price of $188.40. The customer also used a special promo code that...

deducted an additional 5% off the purchase price. The total purchase price for this order was $178.98. This was a physical card that was to be delivered to the customer in 3-14 business days.On December 7, 2017, the customer contacted Raise Member Services via the live chat feature on the website. The customer informed the supporting agent that the card was showing as an inaccurate balance. Unfortunately, Raise was unable to provide a refund for this card, as it fell outside of our 1 Year Money-Back Guarantee. Our 1 Year Money-Back Guarantee is in place to protect buyers’ purchase price in the event a card is showing as invalid, or showing an inaccurate balance. In addition, every card listed and sold on Raise is verified twice, once at the initial listing and once at the time of purchase to ensure a valid balance. At the initial point of contact, the supporting agent was abiding by policy, and informed the customer that a refund was not possible due to the time that had passed since the order was first placed.After further review into both the card, the seller, and the customer’s Raise account, we will be able to provide a one-time courtesy full purchase price refund for this card in the form of Raise Rewards. These rewards will be added the customer’s account, and can be used at their earliest convenience. They will automatically deduct at checkout, so no promo code is needed in order to redeem.The customer has used our Guarantee in the past, and has been refunded accordingly within that time-frame. We would like to sincerely apologize to the customer for the troubles this has caused, and all the hassle that the customer has gone through.At this time, we would like to consider this issue resolved as the customer has $179.00 in Raise Rewards available in their account. If the customer has any additional questions or concerns about this experience, they may follow-up via email at [redacted]@raise.com. We would again like to apologize to the customer as they have been a very loyal customer, with 50 completed orders. We are pleased to have resolved this issue for the customer and look forward to serving them again in the future.

After receiving Revdex.com complaint number [redacted] and reviewing the customer’s order and Raise account, we are happy...

to offer the customer a resolution.
On May 3, 2016 the customer purchased a [redacted] gift card from Raise.com. Shortly after the order processed, the customer reached out to Raise Member Services and expressed that she had not meant to make the purchase. The Raise 100 Day Guarantee, unfortunately, does not cover buyer’s remorse or change of mind.
We would like to extend a one time courtesy for the customer to have the gift card relisted onto the marketplace and then refunded once the gift card sells. The gift card must sell before the the refund is processed as we are a member to member marketplace, and the funds that came from the buyer’s purchase are subsequently paid out to the seller. If the gift card takes longer than the end of the week to sell, we will expedite that process for the customer.
We would like to apologize for any inconvenience that this may cause the customer and hope to serve her 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 April 27, 2016 the customer purchased a Big Lots gift card with a value of $100.00 for a purchase price of $90.00. The customer then sent an email to Raise Member Services on June...

7, 2016 expressing that the gift card was declined in the store and the hotline presented a $0 balance when called. Unfortunately, the Member Services Team was unable to answer in a timely fashion and we are now happy to offer the customer a refund for the purchase price of the gift card. We are working to minimize our overall response time as to better serve our members. We understand that the extra time taken is an inconvenience, and it is our greatest priority to improve our communication with members. The customer’s refund of $90.00 was processed as of June 14, 2016 and will be reflected back on the customer’s original payment source within 1-3 business days.We would like to sincerely apologize to the customer for the inconvenience and the length of time before a response was received. At this time we would like to consider the issue resolved and look forward to better serving the customer 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]

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]