Raise Marketplace Inc

After reviewing Revdex.com complaint number [redacted] and the corresponding order number with the Gift Card Support Team, it appears that the current resolution is warranted.The Gift Card Support Team has been in contact with the Disney brand and were able to confirm that two orders, equalling the total of the gift card amount, were placed on [redacted] through the email address, [redacted], which is also associated with the customer’s Raise account. The first order was placed on April 20, 2016, order number [redacted] for a total of $62.19 and the second order placed used the gift card for $36.17 on August 1, 2016, order number [redacted]Given this information, we are unable to provide the customer with a refund or replacement card per the terms of the Raise Guarantee. If this customer has further questions or would like to provide any further information, we encourage the customer to reach out to us at [redacted]At this time we would like to consider the issue resolved and look forward to better serving the customer in the future.

Complaint: [redacted]
I am rejecting this response because: raise.com didn't do any investigation on why I cannot use those egift cards. The egift cards I bought but not used should have the balance when I bought from raise. However the balance is 0 though I don't use them. [redacted] and [redacted] could provide the gift card transaction information to track who use those cards. Raise.com did NOTHING to help their customers. I would request raise.com to do full investigation on those gift cards. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: 
As stated in Raise's response, my complaint was acknowledged and validated by Raise (additional documents or attachment aren't required).
Raise failed to address my issue. 
My primary issue doesn't have anything to do with the100 Day Guarantee Policy.  I understand this policy and concur with the policy.  My complaint is that a "merchandise credit card" was sold  as a Gift Card which lead me to believe that the Gift Card will never expire or a policy change could occur. 
Raise falsely identified and sold a merchandise credit card as a Gift Card.  Lowes Gift Card policy hasn't changed, since I purchased this card.  Lowes suspected fraudulent activity in the merchandise credit card area, and consequently they changed their policy regarding the merchandise credit card.  I had no idea that I had purchased or was holding a merchandise credit card number, until I tried to redeem the balance.  Raise acknowledges in their response that they didn't make any distinction between merchandise credit card vs Gift Card,  since the difference will not affect the member’s purchasing experience or redemption method.  As we now know the difference between the merchandise credit card vs a Gift Card is huge, and Lowes is making a distinction between the two.  As a customer, I would never purchased a merchandise credit card. 
I made numerous attempts to resolve this matter via e-mail without any success.  My e-mails went unanswered.  I then tried to get a resolution via telephone, and I was offended by Raise's $5 promotional code offer.  Then I decided to seek Revdex.com complaint process in hopes of highlighting this issue as a warning to others, and in hopes of obtaining a  proper resolution.  Although the refund amount is only $17.95, I believe a business shouldn't advertise a merchandise credit card as a gift card, and when the situation  gets exposed they leave the customer holding the bag.  Raise needs to make this right, and I would appreciate the $17.95 refund
Sincerely,
Eva Silva

After receiving Revdex.com complaint number [redacted], we were able to review the order and offer a solution to the customer.On February 1, 2018, the customer purchased a Fandango gift card valued at $15.00. The total purchase price for this order was $12.87. This was an e-gift card meaning that it was...

delivered electronically to both the customer’s Raise account, and teh email address associated with their Raise account. As with all cards on Raise, this card was verified twice, once at the initial listing, and once at the time of purchase to ensure a valid and accurate balance.On February 4, 2018, the customer contacted Raise via email stating that the card had a zero balance. The supporting agent responded that same day, after checking the balance and verifying the full $15 was still available. The supporting agent informed the customer we could not refund, due to the card showing a valid and full balance, and provided instructions on how to redeem this gift card.The customer contacted Raise once more on February 14, 2018, this time by calling in to our Member Services team. The customer had emailed Raise two days before as well, hoping to get a refund for this valid gift card. The supporting agent informed the customer once more that we could not refund for a valid gift card, as the balance was still full and active. In addition, the agent provided the customer with detailed instructions on how to redeem this gift card. There was also screenshots requested by the supporting agent in order to best troubleshoot what the error was. Unfortunately, there were no screenshots that were provided.On February 16, 2018, our Voice of Customer team reached out to the customer via email in hopes of working towards a resolution and to clearly identify why the card was not working for the customer. There was also detailed instructions provided on how to properly redeem this gift card.This brand has two different forms of redemption. The first is the standard serial number and PIN method. These are all numerical digits that will need to be inputted at checkout. The other is the alphanumeric PIN, or “claim code”. Although both the serial number and the alphanumeric code appears in the customer’s account, only the alphanumeric code is needed to redeem. This information can be found under “Delivery & Redemption”  under the card listing, and right before checkout in the customer’s cart. We understand how this could cause some confusion, which is why we have it specifically stated in multiple areas before checkout.Although this card still shows the full balance, and was being redeemed incorrectly, we would like to offer the customer a courtesy refund as we understand the frustration this has caused, and we’d like to apologize for the time that it has taken to resolve this. The full purchase price of $12.87 will be returned to the customer’s original payment method, and a confirmation email from our Member Services team will be also be sent. At this time, we would like to consider this issue resolved as the customer will be receiving a one time courtesy refund. We would once more like to apologize to the customer for the frustrating experience and we hope to better serve them in the future. Any additional questions or comments can be sent via email 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]

Complaint: [redacted]
I am rejecting this response because:The lengthy explanation of the purchase process acknowledges its confusing nature. Look at their return policy: https://www.raise.com/return-policyThere is nothing there that exempts them from a misleading purchase process and confusion. This is a clear case of FALSE ADVERTISING. That combined with their rude customer service has not led to a resolution on this process. Due to my immediacy of contact with them following the purchase, there is absolutely ZERO reason they could not cancel or refund the portion that was NEVER INTENDED to be purchased. Buyer beware, this company will steal your money, insult you and do nothing to try and resolve the situation.
Sincerely,
[redacted]After receiving and reviewing Revdex.com complaint number 11751839 and the corresponding order number, it appears that the current resolution is warranted.On October 5, 2016 the customer placed an order on the Raise marketplace for Lowe’s (In Store Only) gift cards totalling a purchase price of $1603.17. After placing this order, the customer contacted Raise Member Services via our online chat service expressing that he had purchased the incorrect amount of gift cards and had purchased too much, wanting to return a portion of the order. Unfortunately, the Raise Guarantee does not cover instances where a customer over purchases the intended amount.The checkout process on Raise has three stages once the items have been put into the cart. The first page lists all of the gift cards that are in the cart with their purchase prices and values on the left side of the screen. On the right side there is Summary which includes the total and the amount that is being saved. Once the customer selects the button that says Proceed To Checkout, the customer is taken to a screen where payment information can be entered on the left side of the screen. On the right upper corner there is another list of all the gift cards that are being purchased, with their respective values and purchases prices. Below that is the order total that the customer will pay. After hitting Submit, the order is placed and the customer is taken to a screen to review their receipt.While we understand that the customer may have been confused during the process, the value and purchase price of each gift card that is being purchased is available on every page of the checkout process along with the purchase total. This being the case, and the Raise Guarantee not covering gift cards will a valid balance, we are unable to refund for this order.We would like to apologize for any inconvenience that this has caused the customer, and would like to consider the issue resolved at this time.After receiving and reviewing Revdex.com complaint number 11751839 and the corresponding order number, it appears that the current resolution is warranted.On October 5, 2016 the customer placed an order on the Raise marketplace for Lowe’s (In Store Only) gift cards totalling a purchase price of $1603.17. After placing this order, the customer contacted Raise Member Services via our online chat service expressing that he had purchased the incorrect amount of gift cards and had purchased too much, wanting to return a portion of the order. Unfortunately, the Raise Guarantee does not cover instances where a customer over purchases the intended amount.The checkout process on Raise has three stages once the items have been put into the cart. The first page lists all of the gift cards that are in the cart with their purchase prices and values on the left side of the screen. On the right side there is Summary which includes the total and the amount that is being saved. Once the customer selects the button that says Proceed To Checkout, the customer is taken to a screen where payment information can be entered on the left side of the screen. On the right upper corner there is another list of all the gift cards that are being purchased, with their respective values and purchases prices. Below that is the order total that the customer will pay. After hitting Submit, the order is placed and the customer is taken to a screen to review their receipt.While we understand that the customer may have been confused during the process, the value and purchase price of each gift card that is being purchased is available on every page of the checkout process along with the purchase total. This being the case, and the Raise Guarantee not covering gift cards will a valid balance, we are unable to refund for this order.We would like to apologize for any inconvenience that this has caused the customer, and would like to consider the issue resolved at this time.

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, we are happy to offer the customer a resolution. On February 2, 2016, the customer purchased a [redacted] gift card from Raise.com with a value of $50.00 and a purchase price of $44.31. The customer...

contacted Raise Member Services on February 23, 2016 and expressed that the gift card could not be used in the restaurant. During the conversation the member spoke with an agent as well as a supervisor who offered to have the gift card looked into as it did show a full balance, but the member did express that there had been issues with its redemption. The customer filed a dispute on the order as the process to look into the gift card had taken an extended amount of time. When a dispute is filed on a member’s account, the account has a hold placed on it until the dispute has been resolved to ensure the security of the customer’s account. The dispute was resolved in the favor of Raise, and we have issued the customer a refund for the purchase price of the order.The refund will be reflected on the customer’s original payment source in 1-3 business days and the Raise Rewards used on the purchase will also be returned to the customer’s account. As the dispute has resolved, the customer has full access to all of his purchases at this time.We would like to apologize for the extended amount of time that it took to resolve this issue for the customer and are working to improve response times overall. We are glad to have resolved this for the customer and look forward to serving him again in the future. If the customer has any further questions, he is welcome to respond to the refund email confirmation sent to him.

Complaint: [redacted]
I am rejecting this response because:I found a lot of victims like me. You can read many angry stories on  http://www.resellerratings.com/store/Raise. Some of them are just like mine.It is not only about money, it is about business moral.Full refund or inform my bank to let go the dispute.
Sincerely,
[redacted]

After receiving and further reviewing Revdex.com complaint number [redacted] and the rejection response, Raise is unfortunately still unable to offer a different resolution.
The [redacted] gift card that was purchased by the customer on September 11, 2016 was verified multiple times before it was completed into the customer’s order. All gift cards must pass through a validity and balance check before they enter the marketplace and again are balance checked before being fully processed into a member’s order.
We are able to confirm that the [redacted] gift card did hold the full $318.61 balance at the time of purchase. As this is the case and the customer contacted Raise outside of the 100 Day Guarantee period, we are unable to offer a refund for this order.
We apologize for any inconvenience this may have caused and would like to consider the issue resolved at this time.

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

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the customer has received the request resolution.Raise takes seller verification and gift card validity very seriously. Sellers are asked to verify certain parts of transactions and their...

personal information in order to continue business with Raise, in some cases. As the listing tool on the Raise website it automated, a seller has the ability to list and have gift cards approved before some portions of the verification is completed. This is the point when the Seller Support Team will ask the customer to provide some proof of purchases and, in some cases, an image of the gift card. We have been able to confirm that all requested information has been received and approved by the Gift Card support Team and the customer’s payment was released from Raise as of July 26, 2016. We would like to sincerely apologize for the trouble, and are glad that the customer has now received payment for the gift cards sold.

After receiving complaint number
rgb(255, 255, 255);">[redacted], we were able to review the order and offer a solution to the customer that was already being worked and processed before the complaint was received.
The customer purchased two orders from Raise.com. The first order [redacted]90 was purchased on March 5, 2016 for four [redacted] gift cards. Two of the gift cards had a value of $200.00 with a purchase price of $182.00, one of the gift cards had a value of $100.00 with a purchase price of $92.00, and the final card had a value of $50.00 with a purchase price of $46.50. The second order [redacted] was purchased on March 8, 2016 for two [redacted] Store gift cards, one with a $200.00 value for a purchase price of $182.00 and the other with a value of $100.00 for a purchase price of $92.00.
On March 7, 2016 the customer contacted Raise Member Services regarding redemption trouble for order [redacted]90 and again on March 9, 2016 regarding the same trouble for order [redacted] Both times the customer called in, they were notified that the orders had to be escalated to the Gift Card Support Team due to the volume of gift cards having an issue.
Currently the Gift Card Support Team does have a response time of 10-14 business days, and while we do understand that this is a lengthy time for a response, the member has heard back within that timeframe and been fully refunded for both of the orders. The refund has been completed as a courtesy as the Gift Card Support Team was able to confirm that all of the gift cards from both orders do still contain the full balances and were not attempted to be applied to a [redacted] eligible order.
This member has previously been provided with detailed instructions for redeeming [redacted] gift cards. Because the member continued to struggle to redeem these and proceed to ask for refunds, we had kindly suggested that this member no longer purchase [redacted] gift cards.
At this time the customer has been refunded in full for both orders and this refund should been seen on the customer’s original payment source within a few business days. Overall, we are pleased to have resolved this issue for the customer and look forward to serving them again in the future.

We were able to further review Revdex.com complaint number 11126011 as well as the customer’s Raise order and account....


On September 3, 2015, the customer ordered one [redacted] gift card valued at $500 (Order number R413558625). On January 31, 2016, he called
our Member Services Team for assistance because he was unable to use this gift card. Our agent called the [redacted] gift card hotline and confirmed that there was $59 left on this gift card to be used.
Unfortunately this order was outside of our 100 Day Guarantee, which means we cannot guarantee a refund. The order was sent to our Gift Card
Support Team for further review. Regrettably they were not able to provide a resolution within the 3-5 business days allotted.
On February 8, a partial refund was issued for the balance that the customer was unable to use. $55.46 was credited back to his original form of
payment and a confirmation email was sent.
We are currently working to minimize the response times for our Gift Card Support Team as we understand it can be frustrating to wait for a refund.
We apologize for the delay in resolution but are happy to report that we were indeed able to meet the customer’s request.

After again reviewing Revdex.com complaint number [redacted] and the corresponding order number, we are able to provide the customer with a different resolution.As a one time courtesy, we have refunded the customer for all four of the [redacted] gift cards. Usually we are unable to provide a refund outside of 100 days from the purchase date, the time period of the Raise Guarantee, but in this case we are happy to make this exception.An email confirmation has been sent to the customer regarding the refund, and it will show on the customer’s original payment source in 1-3 business days. We appreciate the customer’s patience throughout this resolution and hope the better serve 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.The customer purchased a [redacted] gift card from Raise.com on May 22, 2016 with a balance of $100.00 and a purchase price of $85.17. Later that same day, the customer contacted Raise...

Member Services and expressed that the [redacted] store location where they had attempted to redeem the gift card, was not accepting the voucher because they had to key in the serial number and could not just scan it.A supervisor for the Member Services Team contacted the [redacted] location that the customer had gone to make the purchase, and they told the supervisor that they do accept vouchers even if they must be keyed in, and that the customer should have no problem redeeming the voucher. While there has bit of a discrepancy in the information we’ve received regarding the redemption by the customer, we are offering the customer to let us list the gift card again onto the marketplace, and once it sells, we will offer the customer the full refund of the purchase price, $85.17.This procedure must be followed as the gift card still has a full and valid balance, which was confirmed to be accepted at the customer’s location, as we would not want to take away from the seller who sold a valid gift card.Once the gift card sells, the customer will be notified via email and a the refund will appear on the customer’s original payment method within 1-3 days from the date that the refund is completed. We are happy to be able to resolve this for the customer, and the customer is welcome to pose any questions they still have in the follow up email that will be sent from Raise shortly. We would like to consider the issue resolved at this time.

After receiving Revdex.com complaint number [redacted], we were able to review the order in question.
id="docs-internal-guid-119afc5d-3928-d501-979f-c083913400a4">On August 28th, 2013 the customer placed order [redacted] for two Lowe’s gift cards and paid a total by credit card of $67.22. The gift card in question was purchased with an original value of $32.46 and as the customer mentioned in her first email inquiry to Raise it should have a remaining value of $17.95 after her initial redemption of some of the value.
The gift cards that are bought and sold across the Raise marketplace are all previously owned and sometimes previously used gift cards or merchandise credits. When they are listed on the marketplace no distinction is made as to the difference when this will not affect that member’s purchasing experience or redemption method. As [redacted] has recently changed their policy, the redemption method for merchandise credits has also been changed to reflect that policy.
Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved as of March 2, 2016. As order [redacted] falls so far outside of the Raise 100 Day Guarantee no further action can be taken on the order by Raise and a refund will not be provided.
While there is no expiration on the the gift cards, the Raise 100 Day Guarantee does only guarantee the purchase price 100% 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 an inconvenience and the customer was offered a promotional code for $5 off an order of $50 or more during interaction with an agent over the phone.

After again reviewing Revdex.com complaint number [redacted] unfortunately, we are unable to completely change the resolution offered to the customer.As the policy change that has directly caused this issue was enacted by [redacted] and not Raise, unfortunately that is outside of our control. The customer initially contacted Raise regarding this issue outside of the 100 Day Money-Back Guarantee in March of this year, and now this time that the customer has contacted us through this complaint, the order is more than a year old. We would like to offer the customer $200.00 in Raise Rewards credit as recompense for this order, as we are unable to refund the gift card in full. The credit is now available in the customer’s Raise account, and will automatically apply to the next purchase on Raise.We hope that the customer will find this an acceptable resolution and look forward to better serving him again in the future.

After receiving complaint number [redacted] we were able to review the order and offer a solution to the customer.The order [redacted] was placed on January 22nd 2016 for a [redacted] eGift card. Like all Raise purchases, this order is protected by our 100 Day Guarantee...

(https://www.raise.com/return-policy). If an issue should arise with a gift card within the first 100 days, a refund will be issued. The customer contacted Raise on January 26th 2016 noting that [redacted] eGift card then had a $0 balance when she had only been able to redeem $43.64 of the gift card value. Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and this inquiry was resolved as of March 2, 2016.A refund of the $421.22 purchase price that the member was unable to utilize has been refunded to the customer’s original source of payment. This partial refund was calculated by subtracting the amount used by the customer from the value of the gift card and the percentage of savings the member received on the original purchase price was applied to the new value to determine the new purchase price.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 time for the Gift Card Support Team. Again, our sincerest apologies for the inconvenience this has caused and we hope to serve them again in the future.

Initial Business Response /* (1000, 9, 2014/07/17) */
In Response to Revdex.com Complaint #XXXXXXXX
I have read the following case inquiry in regards to order RXXXXXXXXX. I first and foremost would like to apologize for this situation and the unfortunate circumstances of your case. I am truly...

sorry. You are a very valued customer.
I reviewed your order and did see that you were sent your gift card in a timely manner, however it is possible, since it was delivered to an office that the package containing the gift card did not make it to you directly.
However since you are an excellent customer we have returned all funds of $270.70 back to your credit card/ banking institution. It has been our pleasure to serve you, and if you have any further inquiries you may contact us.
Sincerely,
[redacted]
Manager of Member Services

After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On March 28, 2015 the customer purchased Bloomingdale’s gift cards from Raise with varying values and purchase prices. The customer then contacted Raise...

Member Services on July 9, 2016 and expressed to the serving agent that the gift cards could not be used the second time they were attempted, this summer. At that time the serving agent informed the customer that the order fell outside of the 100 Day Money-Back Guarantee and a refund could not be offered. The customer was also offered a courtesy review of the order by the Gift Card Support Team, as orders so far outside of the Raise Guarantee are not usually reviewed.After the review was completed, unfortunately, it was determined that a refund would not be provided to the customer. While gift cards do not have an expiration, the Raise Guarantee protects the purchase price of all gift cards purchased on the marketplace for the first 100 days from the purchase date. After that time, a refund or replacement card cannot be offered in the same way it would within the first 100 days. As a member to member marketplace, we encourage members to utilize the balance of gift cards within the guarantee period, so that if an issue were to arise, it would be fully covered under the Raise Guarantee. Being a member to member marketplace, Raise does not purchase or sell gift cards. Raise is the facilitator of these transactions between buyer and seller across the marketplace and understand how this can be confusing. We do sincerely apologize for the inconvenience that this has caused the customer. At this time, we would like to consider the issue resolved, and look forward to better serving the customer again in the future.