Raise Marketplace Inc

We were able to further review Revdex.com case [redacted] as well as locate the order in question.
id="docs-internal-guid-f899a164-c26d-43ed-f42a-9a0c9abc54c6">We were made aware of an unauthorized charge on January 30, 2016. The payment used in this transaction was a prepaid [redacted] gift card, which was charged $405.59.
Unfortunately, as this is an issue with the [redacted] gift card itself, the customer will need to file a dispute with [redacted] and Raise will be more than happy to work with their fraud team to get this resolved. We apologize for the inconvenience.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding payment numbers, it appears that a resolution has been provided to the customer. On September 24, 2016 the customer sold five [redacted] gift cards on the Raise marketplace. Payment for these transactions was...

requested the same day to a bank account with a name other than that of the customer’s. An email was sent asking the customer about the name discrepancy, as well as a few other verification questions, and the payment request was canceled until the email could be answered and information could be provided. This was done as a security measure as the credit card verification on the account is that of the customer’s which differed from that on the bank account information.Payment was again requested by the customer but was canceled a second time as the requested information had not been provided. Raise in no way wanted to bar the customer from receiving payment, but wanted to make sure the payment was being securely sent. After the customer completed the requested verification, the funds were again released for the customer to request. Unfortunately, there is no process where payments can be expedited for our consumer sellers and the payment did take three days to be issued to the customer’s chosen account.We apologize for the inconvenience in this and would like to consider the issue resolved at this time.

We were able to further
review Revdex.com case 10987896 and the Raise order and account in question. We
apologize for the inconvenience this member has experienced in regards to this
order. Our marketplace clearly
states that H-E-B cards are eGifts and according to our Icon Legend, “eGifts
can...

be redeemed online only. They are sent to your Raise account within 24
hours.” Raise is not at fault for any misleading information on the retailer’s
website, leading the member to believe he would be able to use an eGift card
toward his purchase. It is outside our refund
policy to provide a refund for a valid gift card once an order has been fully
processed. At this point, the member has access to the gift card information
and the gift card can still be used. However, occasionally we do offer a one
time courtesy refund outside our policy. This member has used his one time
courtesy refund in November of this year. The fact that this was a one time
courtesy was explained to him in an email from our Member Services Team on November
9. In an effort to be
transparent, we have provided one final courtesy refund for this member and
refunded the $18.35 to his original payment source. We have sent an email
confirmation as well. In this email, we explicitly state that we will not be
able to provide any further refunds outside policy. Overall, we appreciate
this member’s business and hope he continues to be a part of the Raise
community.

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

customer.
On September 14, 2016 the customer sold a Free People gift card through the Raise marketplace with a value of $57.24 and a purchase price of $51.52. Then on September 18, 2016 the buyer of the gift card contacted Raise and notified the Member Services agent that the gift card did not have the expected value. The issue was escalated to the Gift Card Support team, and after a review, a debit was placed on the seller’s Raise account, so funds could not be withdrawn for payment from this gift card.
The seller contacted Raise that this was incorrect, and that the gift card must have been used by the buyer. A second investigation was opened and it was confirmed that the seller would not have been the one to use the gift card. That being the case, the seller’s funds were returned on October 13, 2016 and are now available to be requested as payment through ACH direct deposit or PayPal.
We would like to sincerely apologize to the customer for this inconvenience, and look forward to better serving them again in the future.

I've enjoyed using RAISE until now. I was preparing to make a big purchase so I bought a substantial amount of cards, which caused my account to go on hold, which is understandable. However, they require you to call in and make confirmation to process your pending orders. After trying literally a dozen times over two days and being stuck on hold, I finally decided to just wait it out. It took 43 minutes on hold to talk to someone for less than 30 seconds. What an asinine way to run a business! That's 43 cell minutes and 43 minutes of my life I'll never get back! Up until now, they have been great, but this experience immediately put them at an F- in my book.

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]

I purchased a gift card that have a listed value of $171.11 and paid $167.06 for it. The gift card was only listed of a few minutes before I purchased it. I went to pay for something online and they only took off $166.67. I checked the value of the gift card and it was reported as $166.67. I called Raise.com and they will refund the money in 5-7 business days. The agent on the phone told me that they check the balances of all their gift cards. Really? So, why did I pay .39 more then the value for a gift card? And waiting 5-7 business for my money back doesn't help me. I think I deserve more then an apology and refund for the aggravation.

After receiving Revdex.com complaint number [redacted] and the corresponding order number, we were able to review the order and offer a solution to the customer.On January 1, 2016 the customer placed an order through the Raise marketplace for a [redacted] (In Store Only) gift card with a value of $100.00 for a...

purchase price of $82.79. The customer then contacted Raise Member Services on August 28, 2016 and expressed to the serving agent that the gift card did not have the balance upon attempted redemption. At that time, the serving agent informed the customer that the order fell outside of the Raise Guarantee so no further action could be taken on the order. The Raise Guarantee is in place to protect the customer’s purchase price for the first 100 days from the purchase date. Once this time frame passes, unfortunately, we are unable to provide the same kind of resolution that we would within the first 100 days. We would, however, like to offer the customer a courtesy and refund the order outside of the Raise Guarantee. The purchase price the customer paid, $78.65, has been returned to the customer’s original payment source and will be available in that account within 1-3 business days. We are happy to have been able to provide the customer with a resolution and look forward to serving them again in the future.

Initial Business Response /* (1000, 5, 2014/09/19) */
In response to Revdex.com complaint #XXXXXXXX
Dear Mr. [redacted],
I have read this inquiry in full and gone over every detail concerning this issue. I apologize for any inconvenience this may have caused. I am happy to report we were able to resolve...

this issue promptly.
I am glad to read our Member Service agent was polite and prompt. However I am sorry to hear the gift card you purchased did not hold its value. Due to the secondary nature of our marketplace it is possible that this gift card had either lost all or part of its balance for differing reasons. This is why we have our 60-day guarantee. Any balance issues within the first 60 days is covered by Raise, so you can rest assured that what you have purchased will save you money in the marketplace. I appreciate your patience and understanding in this situation.
In the end I am glad we were able to refund the full purchase price of $184.49, after your -$5.00 discount using a promotional code was used. A full refund has been issued.
If there is anything else we can address for you please contact us at [redacted]@Raise.com. It would be our pleasure to serve you.
Sincerely,
[redacted]
Manager of Member Services

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer a solution to the customer.On September 3, 2016, the customer purchased a $50 [redacted] gift card for a purchase price of $45.50. This was an e-gift/voucher that was delivered to the customer’s email address...

and Raise account that same day.On November 19, 2017, the customer reached out to our Member Services team stating that the card showed a zero balance and had not been redeemed previously. The supporting agent informed the customer that due to the card being outside of our 1 Year Money-Back Guarantee, we would be unable to refund the customer. All cards purchased on Raise are protected by our 1 Year Money-Back Guarantee. (https://www.raise.com/guarantee)The customer responded via email that same day and informed us of additional redemption information provided by the brand. Every card that is listed on Raise is verified twice, once at the initial listing, and once at the time of purchase to ensure a valid and accurate balance. The balance of this card was verified on September 2, 2016. The supporting agent again informed the customer that due to the time that had passed since the order was originally placed, a refund was not possible. As an extension of our apology, the customer was provided with $5 in Raise Rewards.After re-reviewing the customer’s account and the order, we will be able to offer the customer a courtesy refund the full $46.00 in the form of Raise Rewards. These rewards will be added to the customer’s account within 24 hours and an email will be sent via [redacted]@raise.com with more information.At this time, we would like to consider this issue resolved as we have provided the customer with a courtesy refund in the form of Raise Rewards. Unfortunately, since the request is outside of our Guarantee, we will be providing the refund in the form of Rewards and not to the original payment method. We would like to apologize to the customer for any troubles this has caused and are looking forward to better serving the customer in the future. Any other questions or concerns can be directed via email to [redacted]@raise.com.

After receiving Revdex.com complaint number [redacted], we were able to review the order in question and provide some more details about this experience to the customer.On November 10, 2017, the customer purchased 3 [redacted] gift cards valued at $100 with a purchase price of $98 each, respectfully. The total...

purchase price of this order was $294.00. These gift cards were egift/vouchers, meaning the cards were delivered to both the customer’s Raise account and the customer’s email on file on that same date. As with every card listed on Raise, they are 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 November 28, 2017, the customer contacted Raise Member Services informing the supporting agent that all 3 gift cards were showing as zero balance. The supporting agent informed the customer that this refund request was being sent over to our Gift Card Support Team for further review. Typically, this process will take anywhere from 7-10 business days. On December 8, 2017, our Gift Card Support Team reached back out to the customer and informed them that a refund was not able to be processed due to the information that the brand provided them. Our Gift Card Support Team worked closely with the brand and was told that the cards were both activated and redeemed within the same hour that they were purchased on Raise.This information was provided directly from the brand to our Gift Card Support Team. These cards were listed on Raise from a verified seller and no one else would have had the card information except for the buyer. In addition, the cards were activated and redeemed within the hour, all in the same order. Because of the information that the brand has provided us, and successful redemption, we are unable to refund under our 1 Year Money-Back Guarantee. At this time, we highly encourage the customer to contact [redacted] directly, with the gift card numbers, to ensure that the order was not lost, or canceled for whatever reason. This will have to be resolved directly with the brand and the buyer, but we are more than happy to answer any additional questions or concerns that may arise at [redacted]@raise.com. We 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].  I do NOT find the response to be satisfactory, but I have received the funds owed to me so you may close this complaint as it is clear that no further progress will be made in regards to the business acknowledging fault and apologizing accordingly.
Sincerely,
[redacted]

After receiving Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the customer.On October 7, 2016 the customer placed an order for three [redacted] gift cards, and unfortunately only one of the gift cards was processed into the order. This being the case, the...

customer was unable to utilize the promotional code that would apply to an [redacted] gift card purchase of $50.00 or more. The customer contacted Raise Member Services and asked to be provided with a satisfactory resolution, and this however, did not happen. Again the customer contacted Raise, but this time through an outside review website, and a satisfactory resolution was offered.At that time the customer was given the $10.00 promotional code that was not applied, as Raise Rewards to use on a future purchase. An additional $5.00 in Raise Rewards was also offered to the member for the inconvenience and for her patience through this situation. We would like to again apologize to the customer for this inconvenience, and would like to consider the issue resolved at this time.

Initial Business Response /* (1000, 5, 2015/01/08) */
Revdex.com Case #XXXXXXXX

Dear Mr. [redacted],
I have reviewed your complaint in its entirety and I have looked into every detail of this particular case.
Let me start off by saying I am very sorry to hear you have had any obstacle at all,...

but I am happy to have been able to help resolve this issue for you.
Due to the secondary nature of our marketplace, Raise does have a 60-day guarantee. We encourage all Members to have a planned purchase within the guarantee time frame. This would make any issue regarding your gift card one that can be more simply resolved. However, we understand matters arise outside that time frame and we are more than happy to assist you in resolving them, as we have in this situation.
Again we are glad this has been taken care of, and apologize for the dilemma. Raise exists for you to continue to save money, and we are glad that you have decided to stay an active Member. We hope to serve you greatly in the future.
Sincerely,
[redacted]
Member Services

After reviewing complaint number [redacted] and the order in question, it appears that the current resolution is warranted.On July 17th 2015 the customer placed an order on Raise.com for a Cinemark eGift card. The gift card was purchased with a value of $194.75 for a purchase price of $165.54, which...

the customer paid for by credit card. The customer contacted Raise Member Services via chat on January 22nd 2016 and notified the serving agent that they had been able to redeem the Cinemark gift card for a total of $17.25 and should have had a remaining balance of $177.50. As this inquiry falls outside of the 100 Day Guarantee the order was sent to be reviewed by the Gift Card Support Team. During the review process, the Gift Card Support Team determined that because the order falls so far outside of the 100 Day Guarantee a refund would not be provided and no further action would be taken on the order by Raise. Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved and the customer was notified via email on Sunday February 28th 2016. While there is no expiration on the 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 appreciate the customer’s business and understand that while the 100 Day Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be frustrating.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 again reviewing Revdex.com complaint number [redacted] we are unable to offer the customer a different resolution.
We were able to confirm with the Gift Card Support Team that the customer has in fact been able to redeem $22.29 of the gift card before the brand had the gift card deactivated. While this is the case, the customer was refunded as if he had only been able to use $20.00 of the gift card. This information was obtained through contact with the brand regarding purchases, the locations at which they were made, and the dates on which the purchases occurred.
As gift cards are treated as currency, the customer was refunded for the amount of currency, prorated by the discount at which it was purchased, that he was unable to redeem in the restaurant.
This is the way a partially used gift card is returned in the form of a refund, and we apologize for the inconvenience in this.

After receiving Revdex.com complaint number [redacted], we were able to review the order in question and determine an appropriate solution.On February 13, 2018, the customer purchased two Nakedwines.com gift cards, each valued at $100, for a total purchase price of $160. These were egift cards meaning that...

they were delivered electronically to both the customer’s Raise account, and the email address on file with their Raise account. As with all cards sold on Raise, the cards were verified twice, once at the initial listing and once at the time of purchase to ensure a valid, accurate balance.The customer submitted an email later that same day stating that both cards were not working as intended. The customer also called in to speak to our Member Services team. The supporting agent informed the customer that a screenshot of the error message was needed in order to help our Gift Card Support team verify the claim that these cards were not working as intended. The customer submitted a screenshot and this was sent to our Gift Card Support team for review.After reviewing the screenshot submitted, our Gift Card Support Team encouraged the customer to reach back out to the brand, as the screenshot showed an error with the account and the email address provided, not the gift cards. Because of this screenshot, we were not able to provide a full purchase price refund. Raise offers a 1-Year Money-Back Guarantee for cards purchased that are showing as invalid, or showing an inaccurate balance (https://www.raise.com/guarantee). As the balance of these cards was confirmed, and the issue was with the account, the customer was advised to contact the brand for further information.The customer submitted three more emails over the course of the next day. On February 14, 2018, the customer sent in an email further explaining what the brand had told them. The customer informed the supporting agent that the brand was mistaken in what they had told the customer the day before, which was that the cards were not eligible to be used. They confirmed that the credit for the gift cards was applied to the customer’s account. The customer also relayed that the brand had specific terms and conditions in order to correctly redeem these cards. This information has been sent along to our Gift Card Support Team, who has reached out to the brand in order to get the proper redemption information for these gift cards. Brands may have different methods on how to properly redeem a gift card. This information is stated under the “Delivery & Redemption” section before purchasing on Raise. Our Gift Card Support Team will work with the brand in order to have the most up-to-date information available for our customers.At this time, we would like to consider this issue resolved as the customer has confirmed that the brand has applied the gift card credit to their account. We would like to sincerely apologize to the customer for the frustration, and confusion this experience has caused. As previously mentioned, our Support Team is working closely with the brand to ensure the information that is provided on our site is accurate. If the customer has any additional questions or concerns, an email can be sent to [email protected].

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

the current resolution is warranted.
The customer placed an order on Raise.com for a [redacted] gift card with a value of $100.00 and purchase price of $89.45 on September 30, 2015. Another purchase was made by the customer on Raise.com for a [redacted] gift card with a value of $14.99 and purchase price of $12.73.
On May 18, 2016 the customer contacted Raise Member Services and expressed to the serving agent that the [redacted] gift card was not working and he had been unable to use it for the full balance. At that time the serving agent explained to the customer that the order fell outside of the 100 Day Money-Back Guarantee and a refund would not be provided for the order.
The customer contacted Raise Member Services again on May 19, 2016 and expressed that the [redacted] gift card was only used for $8.00 and no longer had the balance available. In this instance the customer was also notified that the order would not be refunded as the purchase date fell outside of the Raise Guarantee.
The Raise Guarantee is in place to protect the customer’s purchase price for the first 100 days from the date of purchase. Any kind of discrepancy brought to the attention of Raise within that time frame will be absolutely resolved for the customer.  
In this specific situation, the customer contacted Raise well outside of the Raise Guarantee period, and for that reason, not further action can be taken on either of the orders. We would like to apologize for any inconvenience and consider the issue resolved at this time.

After reviewing the rejection to Revdex.com complaint number [redacted] we want to continue to offer assistance to the customer.While a dispute is a lengthy process, we are happy to keep a line of communication open with the customer until this issue has been resolved. A dispute remains active until it has been fully resolved and this does mean that communication will stay open between our finance team and the customer’s banking institution.  An email has been sent to the customer to keep that line of communication open directly with him where he can respond to us, and we can keep in contact regarding the status of the disputes. We would like to consider this issue resolved for the time being and are happy to keep working with the customer to have this fully resolved.