Raise Marketplace Inc

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted. The customer purchased a [redacted] eGift/voucher gift card from Raise.com on August 10, 2015. The gift card was valued at $226.24 for a purchase price of...

$205.65 In the order were also three other gift cards of varying brands.On February 14, 2016 the customer contacted Raise Member Services and informed the serving agent that the gift card was not working in store. At that time, the serving agent informed the customer of the recent change in [redacted] policy, that they no longer accept eGift/vouchers for merchandise credits. The agent reached out to the sellers, although the order did already fall outside of the guarantee period, to see if the physical gift cards could be obtained for the customer.All of the customer’s affected by the [redacted] policy change, that had orders within the 100 day guarantee period at the time, were notified and sent the physical cards when they could reasonably be obtained from the sellers. The seller of this customer’s physical gift card did not have the card, as sellers also have a similar guarantee to the buyer guarantee, and the order was then escalated to the Gift Card Support Team because the order was outside of the 100 day guarantee period. Regrettably, our Gift Card Support Team was unable to respond in a timely fashion. The customer was notified, upon contacting Raise again, that the order could not be refunded due to the amount of time that had passed since the guarantee period had ended. 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 would like to apologize for the length of time it took for this issue to be resolved and any inconvenience this may have caused. We feel that this issue has been resolved in accordance with the Raise guarantee and would like to consider it resolved at this time.

Complaint: [redacted]
I am rejecting this response because:
Good news is that I have found my money back with the help of Sephora and Gift Card Center.  That's because of a technical error within Sephora and Gift Card Center.
Even I got my money back. I am still unsatisfied with Raise's service. If you told me all the transactions are with the same address, I will figure out what's going on soon. No response, No further explanation, TERRIBLE service!  
BTW: My address is in TX!!!!!! Not Florida !!
Sincerely,
[redacted]

Raise received the customer complaint number [redacted] and greatly appreciates the opportunity to respond.  On August 2, 2015, the customer purchased two [redacted] Theaters eGift cards with a $15.00 value on each card.  The purchase price for each card was $11.31 to which a promotional code...

was applied.  The customer’s credit card  was charged $21.49 for this order.  At this time, the balances had been verified to have their full $15.00 balances.  As Raise is a member to member marketplace, we verify gift card balances at the point of listing and sale to ensure a  successful transaction for all of our members.   Raise Member Services received a call from the customer on December 24 in regards to trouble redeeming his [redacted] gift cards.  Unfortunately, the gift cards were now confirmed to have $0 balances.  The customer was notified of  the 100 day guarantee that Raise offers on every purchase.  This request would be sent to our gift card support team to determine if a refund could be offered, as the date of purchase falls outside of our 100 day policy. Regrettably, our team was unable to update the customer within the initially stated 3-5 business days.  We sincerely apologize that the customer was not notified that our team would be taking longer than anticipated to resolve this  issue. On January 15, 2016, our team was able to refund the customer’s credit card $21.49 outside of our policy.  His Raise account was also credited $5 for the inconvenience he had experienced. Raise sincerely regrets any inconvenience this issue may have caused.  In order to ensure the best possible customer experience, we are expanding our team as Raise grows.  Considering this issue resolved, we ask the customer  to please feel free to contact us directly at [redacted] if he should have any additional questions or concerns in this matter.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that a resolution has already been offered to the customer.On October 11, 2016 the customer placed two orders for NFL Shop gift cards. As mentioned in his summary, one order was placed to be...

used, but when it did not work, another order was placed. Unfortunately, when the customer contacted Raise Member Services, the serving agent was unable to find an issue with the gift cards and the concern had to be escalated to the Gift Card Support team. For escalated issues such as this, it can take 7-10 business days to fully research the issue through contact with the brand. The customer again contacted Raise as the second set of gift cards seemed to have the same issue and it was escalated again to the Gift Card Support team. While the service response time says 7-10 business days, the Gift Card Support team began looking into this customer’s issue right away, and through contact with the brand was able to determine that while we could not see an issue from our end, as they recently updated their gift card number provider and the numbers changed from one alphanumeric set to a serial number and PIN, the system was having trouble recognizing the numbers when they were entered. After that information we presented to the Gift Card Support team from NFL Shop, all of the gift cards that the customer was unable to utilize were refunded back to his original payment source.A member of our Voice of the Customer team gave a call to the customer after this information was discovered and apologized as well as gathered his feedback in order to improve situations like this for our customers in the future. We would like to sincerely apologize to the customer of this inconvenience and would like to consider the issue resolved at this time.

After receiving Revdex.com complaint number [redacted] we again reviewed the order and are, unfortunately, unable offer a different resolution.
At this time, Raise has fully refunded the purchase to the customer and confirmed that the transaction returned to the customer’s account was successful.
When the customer contacted Raise the first time on April 8, 2016, before placing his order, he did ask questions about using Raise gift cards outside of the United States, at which time, the serving agent did answer all of the customer’s questions. While Raise does express that we are unable to process transactions outside of the United States, we understand that this specific instance was unfortunate.
We would like to apologize for any confusion or inconvenience this may have caused and consider the issue resolved at this time.

After receiving Revdex.com complaint [redacted] we are able to offer the customer a solution.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.

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 Revdex.com complaint number [redacted] we were able to review the order in question, and it appears that...

the current resolution is warranted.
Orders [redacted] and [redacted], were placed by the customer on Raise.com in January of 2015, about a year prior to inquiring, and orders [redacted] were placed on Raise.com by the customer in April of 2015, about 9 months prior to the inquiry.
The customer initially contacted Raise Member Services on January 14, 2016 inquiring about all of the aforementioned order numbers. At that time, all of the orders were sent to the Gift Card Support Team for further review as they all fell outside of the 100 day guarantee. The Gift Card Support Team has reached out via email to inform the member that because all of the orders fall so far outside of the Raise 100 Day Guarantee, no further action can be taken by Raise on any of the orders.
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 the wait the customer incurred before hearing a response is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support Team.
We will continue to ensure that Raise policy is adhered to and properly communicated.  We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience. We look forward to serving this member again in the future.

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

the current resolution is warranted.
On January 23, 2016 the customer purchased two [redacted] gift cards, each with a balance of $200.00 for a purchase price of $154.00, from Raise.com. The customer then contacted Raise Member Services on July 23, 2016 and expressed to the serving agent that the gift cards showed a $0 balance when checking the balance on the cards. At that time the serving agent informed the customer that the order fell outside of the Raise Guarantee. For this reason the agent was unable to provide the customer with a refund or replacement card.
During this phone interaction, the customer’s call was escalated to a supervisor on the Member Services Team. The supervisor reiterated the same information, that the order has fallen outside of the 100 Day Money-Back Guarantee, and no further action can be taken on the order. A Raise Rewards credit of $30 was also offered to the customer as recompense because a refund, unfortunately, will not be applied.
The Raise Guarantee is in place to protect the purchase price of all orders for the first 100 days from the date of purchase. After the 100 days has lapsed, we are happy to look into a card for a customer, but refund requests received outside of 100 days, 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 reviewing Revdex.com complaint number [redacted] and the...

corresponding order number, it appears that the current resolution is warranted.
On December 18, 2016, the customer purchased a $100.00 valued [redacted] gift card for a total purchase price of $95.90.
The customer contacted Raise via live chat on December 19, 2016 expressing that the gift card was showing a zero balance the first time they attempted to redeem this gift card. The supporting agent verified the balance through the brand’s balance checker and it was still showing as the full $100 value. The customer had informed the agent that the gift card was showing a zero balance both in store and online. The supporting agent informed the customer due to the card showing $100 on our end, Raise would need to send this card to our Gift Card Support Team for further review.
On January 5, 2017, our Gift Card Support Team reached out to the customer that the refund would not be processed due to the redemption information provided to us from the brand.
The customer contacted Raise for the second time on January 9, 2017 reiterating they attempted to use the card again, and were told in store this card had a zero balance. The supporting agent informed the customer that this would need to get sent back to our Gift Card Support Team, due to the conflicting information that was provided. Typically, this process will take 7-10 business days and the customer would be notified via email regarding the final outcome.
Regrettably, our Gift Card Support Team was unable to respond in a timely fashion. The customer was notified via email on January 30, 2017, that the refund had been processed and would appear on the customer’s bank statement in 3-5 business days. There was also a special promotional code good for $10 off a $50 or more purchase that was sent in the email as well.
We understand that this is an unacceptable time frame for a customer to wait for a resolution and due to the mismatch in the card’s value at the initial point of contact, it was unable to be resolved immediately.
We would like to consider the issue resolved at this time and hope that the customer finds a refund and complimentary promotional code a suitable settlement. Any further questions can be sent to [redacted] and we’d be happy to further assist.

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]

We were able to further review Revdex.com complaint number [redacted] as well as the customer’s order and Raise account....


The order [redacted] was placed on May 5, 2015 and contained one [redacted] gift card valued at $250. The customer paid $200 for this gift card. On January 13, 2016, the customer called our Member Services department to let us know that he was unable to use the full amount on this card. According to her, he was able to use about $95 of the gift card, not too long after she purchased the gift card. Unfortunately, this order fell well outside our 100 Day Guarantee. For this reason, we are unable to submit a refund.
Our 100 Day Guarantee states that your purchase price will be protected if an issue should arise within the first 100 days after your order is placed. For this reason, we encourage our members to use their gift cards within this time frame.
We regret that a follow up email was not sent in a more timely manner, causing our customer to wait for answers. We have been working diligently to ensure that communication is efficient and transparent with our members. A credit of $20 has been added to this customer’s Raise account, which will automatically apply to their next order.
We hope to be able to serve this customer again in the future and urge them to call Member Services at [redacted] if they have any further questions.

Complaint: [redacted]
I am rejecting this response because I reiterate:  The company received all pertinent information from me as the seller on a timely basis.  The company received their money from the purchase almost immediately upon the purchase of my card, the purchaser received their money (card information) almost immediately after effecting this purchase.  The only person being screwed here is me, the seller of said card.  This is truly ridiculous.  as I stated before I did one other sale with Raise and within one week of the sale date, I had my check and it was cashed.  I do not accept this as I am out my money and am being seriously inconvenienced.  I would have used my card if I knew I had to wait 45 days.  This is purely ridiculous and so not fair to me.   No, I do not accept this answer at all.  They can waive the $30 fee and issue my monies now.  The reason why I sold this card is because of my need for funds and not to simply wait 45 days for someone to issue me a check.  Clearly the company would not wait 45 days for my card information or for me to pay for the card if I was a purchaser.   This is not acceptable.
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 23, 2015, the customer purchased a $200 valued [redacted] gift card for a purchase price of $190.22. This was a part of Raise Order Number [redacted] which included two other...

gift cards. The total purchase price of this order was $261.69. This [redacted] gift card was an egift/voucher meaning it would be delivered to both the customer’s Raise account and the customer’s email address within 24 hours. 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 balance.On December 8, 2017, the customer contacted Raise Member Services stating that the card was no longer working and was showing an inaccurate balance. The supporting agent informed the customer that he was unable to refund the gift card, due to the card being outside of our 1 Year Money-Back Guarantee. Our Guarantee protects all gift cards for their purchase price for up to 365 days. This includes cards that show as invalid, inaccurate balances, or cards that do not arrive within 30 days of the purchase date.At the time this card was purchased, Raise had a 100-Day Money-Back Guarantee. In January of 2017, this Guarantee was extended to 1 full year. After applying these time-frames to the initial order, the card was still outside of the time-frame. Unfortunately, a full purchase price refund was not provided by the supporting agent.However, after further review into the customer’s account, and the card, we have provided the customer with $100 in Raise Rewards that were added to the customer’s account on December 14, 2017. This was communicated to the customer via Facebook Messenger, as the customer reached out for help on social media as well. The customer has since accepted the rewards, and they were successfully redeemed on December 15, 2017.At this time, we would like to consider this issue resolved as the customer has successfully redeemed the $100 in Raise Rewards that were added to their account. This was added as an extension of our apology for not being able to refund the card in full. We would like to sincerely apologize to the customer for this experience and we will work to better serve this customer in the future. If the customer has any additional questions or concerns about this experience, we can be reached via email at [redacted]@raise.com.

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

a resolution has already been offered to the customer.
On May 1, 2016 the customer purchased a [redacted] gift card from Raise.com with a value of $295.74 for a purchase price of $271.96. She contacted Raise on May 1, 2016 to first inform them that there was trouble with the gift card. It was determined that the gift card did have the full balance available for use by the customer at that time.
The customer again contacted Raise on May 12, 2016 to explain that the card was used to place an order but that order was then canceled. The order was sent to the Gift Card Support Team for further review. Upon review it was confirmed that the gift card had been used and the buyer was not refunded.
After being sent back for a second review, it was determined that the gift card was not used by the customer and a full refund was issued to the customer’s original payment source. This refund should been seen on the customer’s original payment source in 1-3 business days from the refund processing date, June 2, 2016.
We would like to sincerely apologize for the trouble with the gift card and time it took for a resolution for this customer. At this time we are glad that the customer has received a resolution and would like to consider the issue resolved at this time.

After receiving Revdex.com complaint number [redacted], we have reviewed the corresponding order number in conjunction...

with the complaint.
On September 27, 2015 the customer purchased a [redacted] eGift/voucher from Raise.com with a value of $146.79 and a purchase price of $134.06. The customer contacted Raise Member Services on April 24, 2016 and expressed to the serving agent that the gift card did not work in store. At that time, the serving agent informed the customer that [redacted] changed their policy, earlier this year, regarding merchandise credits in the form of eGift/vouchers and they were no longer accepted in that format.
Upon this policy change made by [redacted], Raise reached out to the sellers of the gift cards for orders within the 100 Day Money-Back Guarantee to have the physical cards sent out to the buyers. Orders that fell outside of the 100 day period at that time were not requested as they were already outside of the policy time frame.
When the customer contacted Raise, the serving agents reached out to see if the seller did have the gift card available to send in. Sellers, like buyer’s, have a 100 day time frame, and they are required to hold the physical gift cards that are converted to eGift/vouchers on the marketplace for a minimum of 100 days.  That being the case, the seller of this particular gift card was no longer required to hold onto the physical gift card at the time of the [redacted] policy change and may have destroyed or discarded the physical card.
As a member to member marketplace, the transactions are made between buyer and seller, and Raise acts as the platform through which this can be done. That being the case, we do not work directly with [redacted] and will be unable to reach out to [redacted] to have a replacement issued.  
We regret to inform the customer that we were unable to retrieve the physical gift card from the seller, as the order does fall outside of the Raise Guarantee. For this we would like to offer our sincerest apologies, as we are unable to offer a refund or replacement card as this order falls so far outside of the guarantee period.
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 hope to better serve this customer in the future.

After reviewing the customer’s rejection response in regards to complaint number [redacted]  and the order in question again, Raise is unable to provide a different resolution, but we are happy to further explain our process.
When a review is completed by the Gift Card Support Team, for security reasons, the transaction history is not always given out. That information is accessible to the customer through the brand as they are the owner of the gift card.
In regards to the order for this member, we know that the address on the Raise account is in Texas, though as previously mentioned, the customer confirmed a portion of the gift card had been used by them and that merchandise, as well as the merchandise purchased with the other portion of the gift card that the customer claimed to be unauthorized, were sent to the same address in Florida. It is not a requirement of Raise to use the billing address from the Raise account when using the gift cards to purchase merchandise.
We hope that the provided information is helpful in understanding the process that was taken by Raise to resolve the concerns for this customer and would like to consider this issue resolved. We do hope to better serve this customer again in the future.

After receiving and further reviewing Revdex.com complaint number [redacted] , we are, unfortunately, unable to offer the customer a different resolution.As stated in our initial response, at the time this card was purchased, Raise had a 100 Day Money-Back Guarantee.  This was changed to a full 1 Year Money-Back Guarantee in January of 2017. Even after applying both of these time-frames to the initial order, and to the first time the customer contacted Raise, the order still fell outside of the Guarantee.This Guarantee is mentioned on our homepage, and also has a dedicated page on our site (https://www.raise.com/guarantee). In addition, the Guarantee is mentioned on the brand listing page, as well as on the customer’s cart page. We have this included in as many places as possible, so customers are well informed about the protection policies we have in place before completing the purchase. After the 1 Year mark, Raise does not resell the gift cards, nor do the gift cards expire. Once the Raise Guarantee lapses, the only change that occurs is that the order is not fully covered if there is an issue.Unfortunately, due to the time that has passed since this card was originally purchased, we are unable to provide a full purchase price refund as it is no longer covered under our 1 Year Money-Back Guarantee. The customer currently has $50, not $25, in their account as an extension of our apology. These can be used at the customer’s earliest convenience. At this time, we would like to consider this issue resolved under our 1 Year Money-Back Guarantee. We apologize once more to the customer for the troubles this has caused, and any other questions or concerns can be directed via email at [redacted]@raise.com.

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer a solution to the customer.On June 29, 2016, the customer purchased a $50 valued [redacted] gift card for the purchase price of $44.07. This was a physical gift card that was delivered to the customer’s shipping...

address. The time-frame for physical cards to arrive is typically 3-14 days. As with all cards listed on Raise, our Trust & Safety team verifies the balance of the card twice, once at the initial listing, and once at the time of order processing in order to validate the full balance.The customer emailed Raise Member Services on March 16, 2018 and once more on March 20, 2018 informing Raise that the [redacted] card was not working as intended. The customer claimed that the brand had informed him that the card was “closed” and no longer valid. The customer also stated that they were never able to use any amount of the $50 balance that was originally on the card.On March 20, 2018, a supporting agent from our Member Services team responded back to the customer and informed them that a refund was not possible as this order fell outside of our 1 Year Money-Back Guarantee. The supporting agent provided the customer with $10 in Raise Rewards as an extension of our apology for the troubles with this card.At the time this card was purchased, Raise had a 100-Day Money-Back Guarantee. This was changed to a full 1 Year Money-Back Guarantee in January of 2017. After applying these time-frames to the initial order, the order still fell outside of the Guarantee. Due to the amount of time that has passed since this order was originally placed, Raise is unable to provide a full purchase price refund as the card fals outside of the timeframe that the card is covered under our Guarantee. However, after further review into the customer’s account, and the card that was sold to the customer, we will be able to provide the customer with an additional $34 in Raise Rewards that will be added to the customer’s account. In total, the $10 that the customer initially received when contacting Raise Member Services, and the $34 being added now, adds up to the $44 original purchase price. We would like to inform the customer that this is a one time courtesy refund in the amount of Raise Rewards, and this will not be possible moving forward with outside of policy requests.At this time, we would like to consider this issue resolved as the customer has the desired resolution of a $34 refund. This refund comes in the form of Raise Rewards and is available for the customer to use at their earliest convenience. Again, this is a courtesy outside of policy refund, that will not be honored in the future. Our 1 Year Money-Back Guarantee is in place to protect our customers for up to 1 Year if they ever experience any issues with a card purchased on Raise. We will continue to review this card, and our Seller Support Team will reach out to both the brand and the seller to find out more information, and to continue improving both the quantity, and the quality of the cards on our marketplace. Any other questions or concerns the customer may have can be sent via email to [redacted]@raise.com. We hope to better serve the customer in the future.