Raise Marketplace Inc

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer the requested solution to the customer.On July 19, 2016 the customer placed an order on Raise.com for multiple [redacted] (In Store Only) cards. These cards all contained different values and purchase prices,...

and were coming from multiple sellers. Sellers are given three business days to ship out a gift card and the cards are given 14 business days to arrive. In this case, three of the gift cards did not show tracking details after the allotted shipment date. The seller confirmed that these gift cards were shipped, while the tracking details still did not reflect this information. The customer contacted Raise Member Services on July 28, 2016 and expressed to the serving agent through the chat feature, that the gift cards had not arrived and there was no tracking. As the seller had confirmed the gift cards were in the mail, the serving agent informed the customer that we need to wait the full 14 days before a refund can be processed. This is because tracking details do not always reflect information accurately, and the seller had confirmed that the gift cards were on their way.At this time, the 14 days from the purchase date have passed and the customer has been refunded for the three gift cards that did not arrive. We understand that this process has been an inconvenience and are working to make improvements to all physical gift card purchases and policies.We would like to offer our sincerest apologies to the customer and look forward to better serving him in the future.

After receiving and reviewing Revdex.com complaint [redacted] and the corresponding order numbers, we were able to review the orders and the customer’s account. The customer purchased two [redacted] gift cards from Raise.com in February and contacted Raise Member Services in April and May regarding these...

orders. On May 2, 2016, the customer spoke with a supervisor regarding these two orders. The customer confirmed that both of the gift cards were successfully redeemed for the intended merchandise from [redacted] and the merchandise has been received. At this time, the customer’s [redacted] account is also fully active.The supervisor offered the customer to have all of the physical gift cards that she purchased, and have gone unused within the 100 day guarantee period, refunded once they are returned to the Raise office. The one eGift card that the member had unused within the 100 day guarantee period is in the process of being relisted onto the marketplace and will be refunded once it has sold on the marketplace.Raise does not normally offer returns on valid gift cards, but we understand that the customer had an unfortunate experience so the supervisor extended the courtesy of having all of these aforementioned gift cards refunded. We would like to extend our sincerest apologies for the experience this customer has had with [redacted] and are going to continue to work with the customer until all of the offered refunds have been processed. We would like to consider the issue resolved at this time.

After again reviewing Revdex.com complaint number [redacted] we are unfortunately unable to offer the customer a different resolution.
The 100 Day Money-Back Guarantee is in place to protect the customer’s purchase price, but much like a warranty, that is a strict time frame so we do encourage members to use the gift cards within that first 100 day period. While the gift cards themselves do not expire, Raise only guarantees the purchase price for the first 100 days. For that reason we encourage customers to use the gift card within that time frame, so that if an issue does occur, we are fully able to resolve the issue to the greatest extent.
When [redacted] changed their gift card policy and began to decline eGift/vouchers, in many cases, the money is still on the eGift/vouchers, but the merchant will not longer accept the currency. As the order is so far outside of the Raise Guarantee, we are unable to reach out to the seller for the physical gift cards.
For this and the inconvenience it has caused, we would like to sincerely apologize. At this time we would like to consider the issue resolved.

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

Revdex.com complaint
255);">[redacted] has been received and it was reviewed along with the order to which is corresponds. It does appear that the current resolution is warranted.
The customer contacted Raise Member Services on March 10, 2016 and expressed to the serving agent that order [redacted] had not been placed by her. Per Raise policy, the serving agent took down the necessary information and submitted the order for review to the Order Processing Team. The customer did contact Raise again a few days later and also told the next serving agents that this was her son’s credit card, but was not placed by him either.
After being reviewed by the Order Processing Team, it was established that a refund would not be granted for this order. While the customer did express that she did not place this order, the Order Processing Team has been able to confirm that this purchase was made with the same verified mobile device as the other two orders on her Raise account which she did confirm to be hers and authorized.
Raise does have a device verification policy where customers logging in on a mobile device for the first time and after a certain amount of time must follow steps to confirm the device using an SMS feature. The device that the customer used had been verified as hers.
As the Raise return policy does not cover buyer’s remorse and it has been confirmed that the order in question was placed on the customer’s verified mobile device, Raise is unable to offer a refund for this purchase.
While we appreciate the customer’s business, we are unfortunately unable to provide a refund for this Gap gift card that the customer has already been given access to.

After receiving Revdex.com complaint number [redacted] we were able to review the order in question and the requested settlement has been provided.On November 25, 2015 the customer purchased a [redacted] gift card with a value of $300 for a purchase price of $249.09 which the customer paid for by...

credit card.The customer contacted Raise Member Services via email on February 13, 2016 expressing that the [redacted] gift card had a $0 balance when she went to use it in the Restaurant. Regrettably, our Member Services Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on March 3, 2016. This resolution included a full refund for the purchase price of $249.09 to the customer’s original payment source. 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 overall. 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] we were able to review the order in question.
id="docs-internal-guid-c0b318b2-bc10-bbca-95a8-b83cd6dd7cee">On April 20, 2016 the customer purchased a [redacted] gift card from Raise.com with a value of $100.00 and a purchase price of $80.00 for which $75.00 total was paid after Raise rewards were used on the purchase.
As the customer used a prepaid card to make the purchase, a check refund was requested. The check was sent to the customer on June 8, 2016. The check may have met a hold up in the post office, as the check was issued by Raise on the previously mentioned date. We understand that this can be an inconvenience, but a check has a 45 day holding period where it cannot be canceled without extended fees for the customer.
This check having been issued on June 8, 2016 will be voided on July 23, 2016, at which time a new check can be issued to the customer. We will follow up with the customer so that she does not need to take any further steps as we understand that this has already been an inconvenience.
We would like to sincerely apologize for the inconvenience and look forwarding to better serving this customer again in the future.

After receiving Revdex.com complaint number [redacted], we were able to review the order in question.
id="docs-internal-guid-8b4b58cb-1670-dee5-3655-38d3bf8355cd">The customer placed an order on Raise.com on April 8, 2016 for a [redacted] Steak House gift card with a value of $150.00 for a purchase price of $106.95, $101.06 after a weekend promotional code was applied. This order was canceled within ten minutes of the order being placed due to the transaction being placed internationally, and the member was notified via email immediately upon the transaction being canceled.
Raise currently does not transact outside of the United States, so someone with a United States credit card and billing address, even very close to the United States in Canada, is unable to place a successful order.
We do understand that this can be an inconvenience and apologize that the customer was not directed to his financial institution for further assistance with the pending charge. Once a purchase is placed on Raise and then canceled, the funds are returned to the customer’s payment source immediately from Raise, but the financial institutions do not always get the funds returned as quickly. This process can take up to 7 business days depending on the financial institution.
The full purchase price of $101.60 has been returned to the customer’s original payment source, and if they are still not seeing it will need to contact their financial institution as the funds have been fully released from Raise as of April 8, 2016.
We would sincerely like to apologize for the inconvenience that this has caused the customer and consider this issue resolved at this time.

After receiving the rejection to Revdex.com complaint response number [redacted], we again reviewed this order.We would like to apologize for the confusion as there was an error in the email and the amount reflected as only for one of the five gift cards. There was another email sent the following day expressing the correct full refund amount for the entire order of $524.25. At this time the full refund has been provided and we have again sent the email confirmation reflecting the correct and full refund amount. We would like to apologize sincerely for the confusion and consider this issue resolved.

We were able to further review your complaint as well as the iTunes card from order R243548573. After further review, we confirmed that Mr. [redacted] did call into our Member Services department for assistance with your iTunes gift card. The agent he spoke to was able to fix the card's code...

so you would be able to use it. Unfortunately, the email containing this code did not make it to the member, therefore he was still not able to use the gift card he purchased. After an additional email from Raise, we were able to resend the corrected iTunes code and Mr. [redacted] verified that he was able to use it. Additional compensation was given for the error on Raise's part. We sincerely appreciate Mr. [redacted]'s business and continued patience as we worked to correct this matter.

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 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.

After receiving the rejection to Revdex.com complaint [redacted] and upon further review, we are still unable to provide a different resolution to the customer.In cases of potential unauthorized purchases Raise cannot legally give out the information pertaining to the order in question. We would like to apologize for any inconvenience in this causes, but the customer is welcome to file a dispute in this case and we will be happy to work with the customer’s bank, as the order can contain sensitive information. Raise is again unable to refund the purchase as the Order Processing Team was able to determine that the charge was legitimate, but would accept the opportunity to continue to resolve this through to customer’s bank.We apologize for the inconvenience and look forward to continuing to serve the customer in the future.

Purchased a [redacted]s gift card from Rasie.com on 1/1/2015. The product description said the card "Does not expire". When I tried to use the card at [redacted]s, the balance is still there, same as when I purchased it, however, the card has a"security hold". I contacted Raise customer service, but they were not willing to provide any options or solutions, just kept saying the purchase is out of their 100 day refund policy. I don't want a refund but a solution, so that I can release the "security hold", but Raise is not doing anything to help their customers!!!

After receiving and further reviewing Revdex.com complaint number [redacted] , we are able to offer the customer a resolution. On September 15, 2015, the customer purchased a AMC Theatres gift card valued at $25. The purchase price for this card was $18.70, and the customer used $5 in Raise Rewards to bring...

the final purchase price down to $13.70. As with all cards that are sold on Raise, it was verified twice, once at the initial listing and once at the time of purchase to ensure the card showed a full and valid balance. The customer first contacted Raise Member Services on February 1, 2016 and requested a refund. After sending the card over to our Trust & Safety team for further review, they were able to verify that the card had a full and active balance of $25.00. Because the card still had the full active balance, the supporting agent informed the member that a refund was not possible. The agent encouraged the customer to try using the card again, as there was nothing wrong with the card at that time.The customer contacted Raise Member Services for the second time on March 12, 2018 via the live chat feature. The customer informed the supporting agent that they attempted to redeem the card again but was denied by the brand. Unfortunately, the supporting agent informed the customer that a refund was not possible at this due to the amount of time that has passed since the order was originally placed. This order fell outside of our 1 Year Money-Back Guarantee and was not eligible to be refunded. The supporting agent provided the customer with $15 in Raise Rewards as an extension of our apology. After taking a closer look at the customer’s account, and the card that the customer purchased, we will be able to provide the customer with a full purchase price refund as a one time courtesy. The brand no longer accepts this type of card, which is why the customer was experiencing troubles. We’d like to sincerely apologize to the customer for the troubles this has caused, as well as the time it took for this issue to be resolved. The $15 in rewards has been removed from the customer’s account, and a full purchase price refund of $13.70 has been credited back to the customer’s original payment method. A confirmation email from our Member Services team has also been sent.At this time, we would like to consider this issue resolved as the customer has been provided with a one time courtesy outside of policy refund. The amount of $13.70 has been returned the customer’s original payment method, and a confirmation email has been sent as well. We will continue to review this card and we have already updated our systems to no longer accept these types of cards. Security is our top priority, and we will continue to ensure that Raise policy is adhered to and properly communicated. If the customer has any additional questions, we can be reached via email at [redacted]@raise.com.

Dear Mr. [redacted],After receiving your complaint, we were able to review your
order and gift card in question. On November 16, our Gift Card Support Team determined that
the [redacted]’s card in your order R725270811 was indeed closed by the brand and therefore
a refund was needed. This circumstance is...

covered by our 100 Day Guarantee and
your purchase price was refunded. The refund was processed the same day and the
funds ($264.05) were released from Raise. When you contacted us again to let us know the refund had
not been reflected on your bank account, a Member Services agent confirmed the
refund in our payment processing system. This system allows us to see exactly
when and where a refund was processed. Your refund for $264.05 was processed to
your [redacted] ending in 1013 at 4:31 p.m. CST. From there, it is up to
your bank to ensure that these funds are reapplied to your account. If you
still have not seen a refund after it has been released from us, you will need
to contact your financial institution to inquire into the status. This is what
our Member Services agent suggested as a next step on 11/23. In conclusion, your gift card purchase was covered by our
100 Day Guarantee as stated on our website and your refund was fully processed
by Raise. We apologize for any inconvenience and encourage you to contact
Member Services with any further questions or concerns.

We were able to further review Revdex.com complaint number [redacted] as well as the Raise order in question....


On January 7, 2016, the customer contacted Raise Member Services about an [redacted] Theatres gift card that was purchased on September 19, 2015. She informed us that when she tried to use the gift card, she found that there was a zero balance.
Because the order was outside our 100 Day Guarantee, the order had to be sent to our Gift Card Support Team for further review. She would then be refunded if they were able to determine that the card’s funds varied within the first 100 days. Unfortunately our Gift Card Support Team was unable to reply in a timely manner.
On February 17, our Gift Card Support Team was able to determine that the issue occurred within the first 100 days of the order. At this time, a full refund was processed and therefore $72.45 was credited back to her original payment source.
We sincerely apologize for the delay in resolving this issue and are currently working to minimize our response time to an acceptable level. We hope to be able to serve her again in the future.

Overrun by fraudulent sellers
Raise is the [redacted] of gift cards. The major flaw in their model is its susceptibility to physical gift card fraud from very shady sellers who close gift card accounts after shipping them.
I'm officially done with Raise after dealing with FOUR different cases of seller fraud in the past few months. In one case, the fraudulent seller closed the gift card account using their original receipt weeks after I received the card!
Although Raise's support team is great and have issued full refunds for all fraudulent transactions, it's clear that Raise management is arrogant and reluctant to make changes that will tackle the seller fraud issue. At the end of the day, an online marketplace is only as good as the trust that can be established and verified between sellers and buyers. Raise naively thinks it can solve the seller-buyer trust issue on its own, so you don't have to worry about a seller's reputation before buying anything.
You wouldn't buy anything on [redacted] without knowing with whom you're dealing. So why would you buy a gift card from a totally unknown third party?
My advice is to stay away from Raise until they prevent sellers from closing gift ca
rds, provide seller ratings, and/or acquire official gift card providers (i.e., merchants, issuers). Raise cannot guarantee any of the gift cards will work even weeks after you receive them. Saving a few bucks on a discounted gift card is clearly not worth the risk or the hassle - especially during the holidays. Prepare to be embarrassed when you try to use a closed gift card.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10977905, and find that this resolution is satisfactory to me.
Sincerely,
Jason [redacted]

This company can shaft you without recourse. My wife purchased 6 large [redacted] gift cards. When she went to use them at Walmart the value for all 6 was $0.00. She went through Raise procedure for refund and two were refunded. The other 4 were not: "our gift card review/investigation believes they were used by you" They will not refund the amount....almost $4000.00. DO NOT believe their statement that you have 100 days. The cards were bought and used within 2 days. They claim that they check them before they email and that they were good when they sent them so she must have used them. They were $0 when she went to use them