Raise Marketplace Inc

After receiving and reviewing Revdex.com complaint [redacted] and the corresponding order numbers, it appears that the...

current resolution is warranted.
The customer purchased two [redacted] gift cards and two [redacted] gift cards in two separate orders on October 28, 2015. On May 4, 2016 the customer contacted Raise Member Services and expressed to the serving agent that the gift cards had a $0 balance. At that time the agent notified the customer that the orders were outside of the 100 Day Money-Back Guarantee, and for that reason, no further action could be taken on the order. The customer was also offered a promotional code to use on a future purchase.
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.
On the customer’s most recent phone call with Raise, he did speak with a supervisor in the Member Services Team who then also offered the customer a $25.00 Raise Credit. We understand that the customer has spent a large amount of money with Raise, but the Raise Guarantee explicitly states that requests received outside of 100 days are not covered. Had these orders been brought to the attention of Raise with the 100 days, we would have been more than happy to resolve this for the customer.
We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience.

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 and further reviewing Revdex.com complaint number [redacted] , we are, unfortunately, unable to offer the customer a different resolution, but would be happy to address the concerns presented.
As mentioned previously, the Delivery & Redemption information is available for viewing before a purchase is made. This is inserted as an additional tool that customers may use to better understand the marketplace and any additional terms a brand may have in regards to the redemption of a gift card. The Delivery & Redemption information is also shown before the customer clicks on “Proceed to Checkout”. 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.
In addition, our 1 Year Money-Back Guarantee is in place to protect customers if they experience troubles with a gift card that is not active, has an inaccurate balance, as well as gift cards delivered as a different brand than ordered and gift cards not received within 30 days from the date of purchase. Our 1 Year Money-Back Guarantee does not cover misinterpretation of how a particular gift card is redeemed. More information about our 1 Year Money-Back Guarantee is available by following this link ([redacted]/guarantee).
Our goal is to respond to our customer’s inquiries as quickly and efficiently as possible. We also provide the alternative of customers contacting us via live chat 7 days a week from 8 A.M. to 7 P.M. CT as well as via phone 7 days a week from 8 A.M. to 8 P.M. CT. We apologize that the supporting agent was not able to respond until a couple days after the inquiry. We understand that the extra time taken is an inconvenience, and it is our greatest priority to improve our communication with members.
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.On December 5, 2015 the customer purchased a [redacted] gift card with a balance of $500.00 for a purchase price of $442.50. The customer then...

contacted Raise Member Services on July 16, 2016 and expressed to the serving agent that the eGift card was no longer being accepted at [redacted]. At that time the serving agent offered to reach out to the seller of the gift card, as a courtesy, as the sellers are only required to hold the physical copy of a gift card sold as an eGift/voucher, for 100 days from the purchase date. At that time, sellers discard or destroy the physical cards to prevent unauthorized use of the physical version of the card. Unfortunately, the seller of the gift card had discarded the gift card and no longer had the physical gift card to send to the buyer. As the Raise Guarantee for this order lapsed as of March 14, 2016, no further action could be taken on the order. The Raise Guarantee is in place to protect the purchase price of a gift card for the first 100 days from the purchase date. After that time, we are happy to look into a gift card but cannot guarantee a refund or replacement in the same way we would within 100 days. While we understand this has been an unfavorable situation for the customer and are unable to provide a refund or replacement card, we would like to offer a Raise Rewards credit of $100.00, to use toward a future purchase on Raise, as recompense for this issue.The credit has been placed into the customer’s Raise account and will automatically apply to the next purchase made on Raise through the customer’s account.We would like to offer the customer our sincerest apologies for any inconvenience caused by this order 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 November 8, 2015 the customer purchase a [redacted] gift card from Raise.com with a value of $200.00 for a purchase price of $162.00. The...

customer then contacted Raise Member Services in June of 2016 and expressed that the gift card did not work as expected.We were able to confirm through our records that the gift card did have a full and valid balance at the time of purchase from Raise by the customer. While the merchant has expressed otherwise, we do understand form communication from the brand, that once a gift card has been closed down, they do not always retain information on when the funds were added or removed. The customer was informed after contacting Raise Member Services, that the order could not be refunded as it falls outside of the Raise Guarantee. Once the Raise Guarantee has lapsed, we are unable to offer a refund or replacement in the same way we would within the first 100 days from the date of purchase.That being the case, we would like to sincerely apologize as we are unable to provide the customer with a refund or replacement card due to the length of time since the 100 Day Money-Back Guarantee ended for this order.At this time we would like to consider the issue resolved and look forwarding to serving the customer again in the future.

Complaint: [redacted]
I am rejecting this response because:the $100 was a courtesy that was given because raise.com said they wouldn't refund my $450.00.   After I did extensive hours of research I found that raise.com did indeed sell me a card that was bought with a stolen credit card and sold me a gift card for $450 that indeed had a value of $0.00upon contact with raise.com they claimed to have checked it before sending to me and that it had a proper value on the gift card of which I paid $450.  They said they wouldn't and couldn't refund due to hey sold me a valid gift card and it was past their "100 return" policy   I spent countless hours on the phone and sent numerous examples emails with no success but to hear the same answer from raise.com.  That hey couldn't refund me.I still haven't received any flee fund that they claim they processed and they took my $100 in rewards that had nothing to do with the $450 that they owe me . I proved them wrong and they claim they have refunded me but this is yet just another lie.   Not only does raise.com owe me $450 for the card which they now admit they sold me and was stolen and had a zero balance but they owe my an additional $1000.00 for the accrued time that I spent in research, phone time and all the above.  I spent over 70 billable hours in attemp to get a refund that should have been processed from the beginning   
Sincerely,
[redacted]

After receiving and further reviewing Revdex.com complaint number [redacted], we are, unfortunately, unable to offer the customer a different resolution, but we’d like to further clarify the concern that was presented by the customer.As the customer had requested more information by requesting a demo for our Bulk Seller Program, they were automatically assigned a Sales Representative. When a seller or potential seller requests a demo, the ability to withdraw funds is removed. This is done automatically by our system. The customer was never officially enrolled into the Bulk Seller Program, and was simply awaiting to be contacted by a Sales Rep. We would like to apologize to the customer for this confusion, and we will be sure to review this and potentially add messaging to inform sellers in the future.In regards to the phone call experience, we have sent this over to the appropriate department and our Director of Sales has looked into this and will be sure to follow up with the Sales Rep. As we have stated on [redacted], there was no direct intention to end the phone call, and there was a disconnect that occurred. This occurrence is also being reviewed by our IT department, and we hope to get this fixed so this does not happen. We apologize to the customer for the inconvenience this caused, and any confusion.As the customer has stated, she has received the final payment on 8/22 and we would once more like to apologize for the delay in receiving this, as well as the hassle this process may have caused. We would like to consider this case resolved, and we hope to continue serving the customer in the future. We welcome any additional questions or comments via email at [redacted]@raise.com.

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.
Thanks for your assistance in resolving this matter.
Sincerely,
[redacted]

After receiving Revdex.com complaint number 11959294, we were able to review the account status and offer a solution to the customer.On September 16, 2016, the customer listed 4 Delta Airlines gift cards valued at $50.00 each, all with an individual purchase price of $48.00. Typically, cards listed on...

Raise are officially live on the marketplace within 24 hours but may be subject to further verification. As this gift card was a travel card (any card associated with hotel stays, airline travel, cruises, etc.) Raise has an internal policy stating the card must be active and/or held for 45 days before we are able to officially list on our marketplace. As a result, one gift card was listed right away but the other 3 required further verification. On September 22, 2016, the customer emailed into Raise inquiring about the other 3 gift cards that had not been officially listed. Unfortunately, our Member Services team was not able to respond in a timely matter which prompted the customer to reach out to Raise again via live chat on September 27, 2016. The supporting agent informed the customer in order to officially list the 3 cards, proof of purchase and/or a receipt would need to be uploaded via the customer’s Raise account. The customer uploaded the images that day and since the cards were activated in March of 2015, the cards were eligible to be listed and approved right away.The customer contacted Raise via live chat again on September 30, 2016 expressing troubles with their account. The customer was having difficulty logging in and also needed assistance in updating their payout address. During this conversation, the customer had mentioned to the supporting agent that they were using a VPN to access the account as they were currently overseas. Due to this information, our Seller Support Team had sent an email to the customer informing them the account would be placed on a hold and the funds would be held for 180 days due to accessing Raise outside of the United States, which is a violation of our Terms of Use (https://www.raise.com/terms).The customer reached back out to Raise on January 27, 2017, asking about their account status. The supporting agent reiterated to the customer that due to the use of the VPN to access Raise outside of the United States, the hold would be upheld and the funds could be released and the account reactivated on March 29, 2017.As Raise is a member to member marketplace that operates solely within the United States, we take these matters very seriously in order to protect all of our members, both buyers and sellers alike. The terms do not state the prohibited use of a VPN, however under Section 5(e) : Seek to access or use Raise from a country other than the U.S. is classified as a Prohibited Activity. After further review into the account, we understand there was no transactions occurring at this time and we would like to offer a resolution to the customer. We have reached out to the customer via email on February 3, 2017 to confirm if the customer is now present within the United States. If so, we would be more than happy to reactivate the account and have the customer request the funds at his earliest convenience. The account will also remain active if within the United States. The total funds available for withdrawal amount to $163.20. This accounts for the initial selling price of $48.00 each, with a 15% selling commission at the time the cards were listed. Unfortunately, we are unable to provide the customer with more funds than are presently available in their Raise account. Also, it is our greatest priority to improve communication with our members and this information will be passed along to our legal team, so they can review the language used and further implement any changes that need to be made in our Terms and Conditions.We look forward to hearing back from the customer and would like to consider this case closed, pending verification of the customer’s status within the United States. Any follow up questions can be sent to [email protected].

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 Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the customer.On December 21, 2015, the customer purchased a $200 valued [redacted] gift card for a purchase price of $150.00. This gift card was an egift/voucher meaning it was able to be redeemed...

both online and in-store. On February 28, 2017, the customer emailed Raise stating that they were not able to redeem the remaining amount of their gift card. A supporting agent responded to the customer the next day, March 1, 2017, asking for further information in regards to this card. A follow up email was sent to the customer on March 5, 2017, with the same questions as the supporting agent was hoping to gather more information in order to best resolve this case.On April 18, 2017, the customer reached back out via email answering the questions that were presented in the email from the supporting agent. The customer informed the supporting agent of the balance that should be remaining as well as how much of the gift card was actually used.The supporting agent sent an email back to the customer on April 20, 2017, informing the customer that due to the card being outside of our 1 Year Money-Back Guarantee, a refund would not be able to be processed. At the time this order was placed, the Raise Guarantee covered the customer’s purchase price for 100 Days. In January, we extended the Guarantee to 1 Year to provide a better customer experience. Even with this new policy in place, the order was, unfortunately, not able to be refunded due to the time that had passed since this order was placed. A promotional code was offered to the customer as an extension of our apology.The customer reached back out via email on May 1, 2017, stating that they had contacted the brand and was told that this gift card was no longer active as it was obtained fraudulently. The supporting agent responded on May 3, 2017, again reiterating that the order was outside of the 1 Year Money-Back Guarantee and they were unable to provide a resolution at that time.Every listing 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 balance on the card that is being sold. In addition, we have our Seller Support Team in place that verifies a seller once they have listed a predetermined amount of gift cards on our site. We do hold our sellers to a very high standard and our Seller Support Team is in place to ensure that. Based on this information that was provided by the customer, the order should have been sent to our Gift Card Support Team for further review.As our 1 Year Money-Back Guarantee (https://www.raise.com/guarantee) protects cards that are inactive, have been deactivated by the brand, or show an inaccurate balance, we do encourage our customers to redeem the card within that timeframe so we are able to resolve any issues that may occur quickly and to the best of our abilities.After further review into this case by our Gift Card Support Team, we would be more than happy to work towards a resolution for this card with the customer. We have sent an email directly to the customer with a potential resolution of receiving the refund in Raise Rewards. We would like to apologize for any inconvenience this has caused and look forward to hearing back from the customer soon in hopes of resolving this case. We would like to consider this case resolved pending the customer’s reply via email at [redacted]@raise.com.

After receiving and further reviewing Revdex.com complaint number [redacted] , we are, unfortunately, unable to offer the customer a different resolution.As previously mentioned, our Gift Card Support Team has received information directly from the brand that shows this card was successfully redeemed after the cards were merged. These cards were merged on May 6, 2017, and then redeemed on May 8, 2017. Due to privacy concerns, we were unable to obtain further information but we do encourage the customer to reach out to the brand directly to find that information. With the cards being from a trusted seller, and being sent directly to the customer’s Raise account, the customer was the only one with access to the cards’ information.If the customer decides to follow through with a chargeback, there will be a hold placed on the Raise account and no orders can be placed while the dispute is ongoing. Once the dispute has been resolved, the hold will be removed and orders can be processed. Even with a hold on the account, the customer can still access any cards that were previously purchased.We would again like to apologize to the customer for any troubles or inconvenience this has caused. We would like to consider this issue resolved as the information provided to us by the brand shows the cards were redeemed and therefore, we are unable to process a refund under our Guarantee. Any other questions and/or communication from the brand can be sent via email to [redacted]@raise.com.

After receiving Revdex.com complaint number [redacted] and reviewing the complaint with the corresponding order number,...

we are happy to provide the customer with a resolution.
The customer purchased a Taco Bell gift card from Raise.com on November 20, 2016. The gift card was purchased with a value of $100.00 for a purchase price of $82.00. After the $5.00 new member promotional code was applied, the customer paid $77.00 out of pocket.
On April 6, 2016 the customer contacted Raise Member Services and notified the serving agent that the gift card had a $0 balance. At this time the gift card order was already outside of the 100 day guarantee, but the order was escalated to the Gift Card Support Team for further review.
The Gift Card Support Team reviews gift cards that experience an issue outside of the 100 Day Guarantee. While Raise cannot guarantee a refund outside of the 100 day period like we do within the first 100 days, we are happy to take a look and see if there is something that can be done for the customer.
Although this order falls outside of the guarantee period the Gift Card Support Team has refunded the customer for this gift card. The $77.00 paid by the customer out of pocket will be refunded back to the original payment source within 1-3 business days and the $5.00 new customer promotional code will be returned to the customer’s Raise account to use on a future purchase.
We apologize for any inconvenience and are overall 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], we were able to review the order and offer a solution to the customer.On March 15, 2018, the customer purchased a $25.00 [redacted] gift card for a purchase price of $23.87. The customer used a special promotional code for an extra 10 percent off their...

purchase. The final purchase price of this order was $21.48. This was an egift card that was delivered to both the customer’s Raise account, and the customer’s email address on file. As with all cards listed on Raise, this card was verified twice by our Trust & Safety team, once at the initial listing and once at the time of purchase to ensure a valid and accurate balance. The customer contacted Raise Member Services via email on March 15, 2018 stating that the card was not able to be used because it was already registered to someone else’s account, and was requesting a refund due to this. The supporting agent reached back out to the customer on March 18, 2018 informing the customer that a refund was not possible as this was not covered under our 1 Year Money-Back Guarantee (https://www.raise.com/guarantee). In addition, Raise has a section under each card listing, named “Delivery & Redemption” that details specific redemption information for each card. Under [redacted], the terms state “Do not transfer this card to your personal [redacted] account. Raise is not responsible for gift cards transferred to personal [redacted] accounts.” This is a precautionary instruction as Raise can no longer look into gift card details and information once a card has been transferred to an existing [redacted] account. The supporting agent informed the customer that the card may still be redeemed via the Raise app, or via the printable voucher.The customer contacted Raise once more on March 22, 2018 and spoke to a supervisor. The supporting supervisor informed the customer of the same information that the agent had mentioned previously, and was not able to provide a refund for a valid gift card. During this process, the customer hung up on the supporting supervisor before they were able to reach a resolution.As a reminder to the customer, Raise is a member to member marketplace, meaning that some cards listed on Raise have been previously owned and/or used. While we do everything we can to verify both the cards and the sellers, sometimes mistakes do happen which is why we cover all of our purchases with our 1 Year Money-Back Guarantee. After the phone call on March 22, 2018, our Member Services team was able to provide the customer with a one time courtesy refund for this [redacted] gift card. The full purchase price amount of $21.48 has been refunded to the customer’s original payment and a confirmation email was also sent. At this time, we would like to consider this issue resolved as the customer has the desired resolution of a refund for this gift card. We would like to reiterate that this is a one-time courtesy, and would like to apologize to the customer for the inconvenience. Any further questions or concerns can be sent via email to [redacted]@raise.com.

After receiving Revdex.com complaint [redacted] we are able to offer the customer a solution.
id="docs-internal-guid-b5b87d57-d348-16bb-92f0-4c2691b7bb7b">The customer purchased a [redacted] gift card with a value of $650.00 for a purchase price of $615.94 from Raise.com on December 30, 2015.
We were able to confirm, upon looking into the order, that the gift card does show a $0 balance and is still within the Raise 100 Day Guarantee. We do encourage customers to contact Raise Member Services anytime there is an issue with a gift card, and we will be more than happy to resolve it.
In this case, we are happy to offer the customer a full refund of $615.94 which will be processed back to the customer’s original payment source within 1-3 business days. The customer will also receive an email from Raise with refund details. The customer had another order in review by the Gift Card Support Team which has also been resolved at this time as well.
Overall, we are pleased to have resolved this issue for the customer and look forward to serving them again in the future.

Initial Business Response /* (1000, 8, 2014/08/11) */
Dear[redacted],
I have read the following complaint in its entirety and have reviewed all the details. Let me first start off by apologizing. I am sorry you had to endure such an unpleasant experience. We are happy that this has...

ended in a great resolution.
Due to the secondary nature of our marketplace we do from time to time deal with card values being compromised. We however are committed to making sure our customers are fully protected. Due to our 60 day guarantee which covers any problem within the first 60 days of purchase, it makes it much more difficult to look into, and resolve issues occurring outside that timeframe. We try to make this very explicit on our website, and we will look into ways of communicating this more clearly.
We value all of our customers and seek to find resolutions no matter the issue and the amount of time passed.
In the end, I was happy to resolve this issue with you[redacted], and look forward to serving you in your future orders.
Sincerely,

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, we can conclude that the current resolution is warranted.On February 16, 2016 the customer made a purchase on Raise.com for a Dressbarn gift card with a value of $200.00 for a purchase price of $118.00....

The customer contacted Raise Member Services on May 28, 2016 and expressed to the serving agent that he received an error when checking the gift card balance. As the order fell outside of the Raise Guarantee period, the agent informed the member that no further action could be taken. At this point the customer requested an email from a supervisor.A supervisor emailed the customer and offered $75.00 in Raise Rewards for this gift card issue and the trouble the member had on another order that also fell outside of the Raise Guarantee. That Raise Rewards Credit is already in the customer’s account and ready to be used on a future order.The 100 Day Money-Back Guarantee is in place to protect the purchase price on all orders. Once this 100 day period has lapsed, Raise is happy to take a look into a gift card that has a problem to see if there is anything we are able to provide. In this case, the agent viewed the order and saw there was nothing further that could be provided to the customer. We would like to sincerely apologize for any inconvenience this may have caused and look forward to better serving this customer again in the future.

Initial Business Response /* (1000, 8, 2015/02/19) */
Response to Revdex.com complaint # XXXXXXXX
Dear[redacted]
Thanks for taking the time to contact us through the Revdex.com. I have reviewed your complaint in its entirety. I am very sorry you have had this issue concerning...

the Home Depot gift card, but I am glad in the end we could resolve it.
Our Gift Card Support Team is equipped to research and identify specific situations with gift cards from all different types of merchants. This can take some time depending on the events and subsequent information gathered. By far, the average time for processing a complaint is less than 48 hours. In your case it took longer. I apologize for that. We also initially came to a conclusion we didn't feel comfortable committing to. We appreciate your patience and understanding in this instance.
I was glad to make sure a check for $220.12 was sent out to you as a refund for the gift card in the order RXXXXXXXXX.
If there is anything else we can do for you please let me know.
Sincerely,
[redacted]
Raise Member Services

We were able to further review complaint 10997097 and the Raise account in question. The customer placed order R370695256 on 12/9 for six Jos. A. Bank gift cards. The member then used our chat feature to contact our Member Services department who was able to look into these gift cards further. The...

message sent from Jos. A. Banks to our customer stated there was an issue with his billing address and this was why his order with them was canceled. Our team then reached out to Jos. A. Bank to confirm these gift cards were not tied to another account in any way. At this point, we explained to the customer that the issue lies with Jos. A. Bank rather than Raise as their system was unable to process his order. We were made aware that the day prior, the retailer had experienced an issue with its order processing system and this could have effected the customer’s ability to place an order with them. All six cards were confirmed to hold valid balances and were able to be used in a test order by our Member Services Team. For this reason, we were unable to issue a refund. The customer made us aware that he intended to file a dispute with his credit card company because we were unable to refund him. Unfortunately, we must place a hold on a customer’s account during the time the dispute is open. He was made aware that his account would be put on hold and he would be unable to place any other orders with Raise during the time of the dispute.  We regret that we were not able to provide the exact results the customer wanted, but unfortunately this order does not meet the requirements of our return policy. We sincerely apologize for the inconvenience.

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]