Raise Marketplace Inc

Complaint: ***
I am rejecting this response because: the response is not consistent with your advertised message Furthermore, I did not receive response from your support team in a timely manner until I filed a complaint with Revdex.com This just demonstrates your company does not actually care about its customers until they take actions against you
Sincerely,
*** **

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the
current resolution is warrantedOn March 28, the customer purchased Bloomingdale’s gift cards from Raise with varying values and purchase pricesThe customer then contacted Raise Member Services on July 9, and expressed to the serving agent that the gift cards could not be used the second time they were attempted, this summerAt that time the serving agent informed the customer that the order fell outside of the Day Money-Back Guarantee and a refund could not be offeredThe 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 reviewedAfter the review was completed, unfortunately, it was determined that a refund would not be provided to the customerWhile 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 days from the purchase dateAfter that time, a refund or replacement card cannot be offered in the same way it would within the first daysAs 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 cardsRaise is the facilitator of these transactions between buyer and seller across the marketplace and understand how this can be confusingWe 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

After the order of concern in complaint number *** was reviewed by the Gift Card Support Team they were able to determine that the customer had been able to successfully redeem $of the gift card with an initial value of $This information is gathered through a comprehensive investigation conducted by the Gift Card Support TeamAn agent from the Gift Card Support Team contacted *** directly and spoke with them regarding this orderThey were able to determine, given the information received from ***, that the customer was able to successfully redeem $in store The information provided to the customer over the phone was based off of the assumption that the approximate $the customer claimed to use was accurateAs the investigation was conducted and information contradicting that which the member provided was received from *** the initial information provided was no longer accurate and had to be adjusted accordinglyWe encourage members to also contact the brand if they are in further need of confirmation

We were able to further review Revdex.com case *** as well as the customer’s multiple Raise orders and accountOn January 23, 2016, the customer purchased two *** gift cardsOn February 3, 2016, he called our Member Services Team to alert us that he was unable to redeem both of the *** gift
cardsThe $gift card from order *** was immediately refundedHowever, because of the high value, the $gift card from order *** was sent to our Gift Card Support Team for further review before they could be refundedThis card was later refunded to the original payment source on February On February 5, 2016, the customer bought two more *** gift cards and called our Member Services Team again, asking us to check the balancesThe gift card valued at $from order *** appeared to have an activation error and was sent to our Gift Card Support Team as wellThis was later refunded on February His other gift card, valued at $200, was valid and able to be usedThe customer asked for a refund for this card as wellUnfortunately we are unable to provide a refund for a valid gift card once the member has been given access to the card’s informationThis customer has been fully refunded for the three gift cards he was unable to redeem per our refund policyAt this time, we are unable to offer any additional refundsWe apologize for the inconvenience this has caused and encourage this customer to call Member Services if they have any other questions about their refunds

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the
current resolution is warrantedOn December 5, the customer purchased a *** *** gift card with a balance of $for a purchase price of $The customer then contacted Raise Member Services on July 16, and expressed to the serving agent that the eGift card was no longer being accepted at *** ***At that time the serving agent offered to reach out to the seller of the gift card, as a courtesy, as the sellers are only required to hold the physical copy of a gift card sold as an eGift/voucher, for days from the purchase dateAt that time, sellers discard or destroy the physical cards to prevent unauthorized use of the physical version of the card
Unfortunately, the seller of the gift card had discarded the gift card and no longer had the physical gift card to send to the buyerAs the Raise Guarantee for this order lapsed as of March 14, 2016, no further action could be taken on the orderThe Raise Guarantee is in place to protect the purchase price of a gift card for the first days from the purchase dateAfter that time, we are happy to look into a gift card but cannot guarantee a refund or replacement in the same way we would within days
While we understand this has been an unfavorable situation for the customer and are unable to provide a refund or replacement card, we would like to offer a Raise Rewards credit of $100.00, to use toward a future purchase on Raise, as recompense for this issueThe credit has been placed into the customer’s Raise account and will automatically apply to the next purchase made on Raise through the customer’s accountWe would like to offer the customer our sincerest apologies for any inconvenience caused by this order and would like to consider the issue resolved at this time

After receiving Revdex.com complaint number ***, we were able to review the customer’s Raise account and have already
provided the requested solution to the customerThe customer sold a *** card through the Raise marketplace on July 14, with a balance of $for a purchase price of $After it was purchased through Raise, the buyer contacted the Member Services Team and expressed that the gift card did not work for a purchase, so the purchase was refunded of the buyer and the funds were removed from the buyerAfter this occurrence, the seller contacted Raise and informed the Member Services Team that the buyer did indeed use the card, as the seller did not, and was able to provide a transaction history for this particular gift card
As this proof was submitted, the debit on the seller’s account was reversed and there is now no negative balance on the accountThe account does still currently have a hold on it, but this does not take access away from gift cards purchased through RaiseAny gift card in the customer’s account can still be accessed through the web browser but will not be available in the appThis hold prevents any gift cards from being purchased or sold on the marketplace through this particular accountThe account will remain in this state unless the customer agrees to the terms set forth by the Seller Support Team, to provide proof of purchase on future gift card listings due to the volume of gift cards being sold through this particular Raise accountWe would like to apologize for any inconvenience this has caused, and if the customer has any further questions, the Seller Support Team is more than happy to provide further information

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that the
current resolution is warrantedOn August 6, an order was placed through the member’s Raise account for two *** gift cardsLater on this date, the customer contacted Raise Member Services and expressed that this purchase was made by the *** cashier while typing in the gift card numbers from the gift card from the Raise WalletThe process to add a gift card to the cart on the Raise app, and checkout, cannot be done directly through the wallet and does take multiple steps before checkout can be completedIn a situation where the purchase has been made from the member’s device as an accidental purchase, a refund cannot be offeredThe Raise Guarantee does not offer refunds for accidental purchases
The customer’s call was escalated to a supervisor on the Member Services Team and the same information was reiterated, that the cashier had accidentally placed the order while accessing the *** gift card numbersThe Member Services supervisor again explained the Raise Guarantee to the customer and apologized that the gift card could not be refunded for an accidental purchaseWe can also confirm that the purchase was made through the customer’s mobile deviceThere is a multiple step verification process in which customers must verify their device when logging in, and this was not done for another device at the time of this order’s purchase
Unfortunately, again, the Raise Guarantee does not honor refunds for accidental purchases, and we sincerely apologize for this inconvenienceWe will, however, be reaching out directly to the customer to see if we can come to a further resolution

Raise failed to notify its customer the extremely high possibility of someone else using their purchased gift cardFrom my past personal experience of buying more than 6-7k gift card, 90-% of my gift cards purchased were used by someone else after day guaranteeSome gift cards does not even have the right amount of balanceThe customer support is also extremely sluggish

After receiving and reviewing Revdex.com complaint number *** we are happy to offer the customer the requested resolutionOn August 15, the customer listed six *** eGift cards on the marketplace for saleThen on August 16, the customer requested payment for these gift cardsDue to the
high value of the cards sold, all being $500.00, the Seller Support Team reached out to the customer for further information regarding these gift cardsTrust and safety are top priorities on the Raise marketplaceThe customer was asked to provide personal verification as well as information regarding the purchase of the gift cardsAfter this information had been received, as not all of the pieces of information corresponded to one another, the customer was asked to wait until successful use of the gift cards by the buyers had been confirmed over a week’s time before the funds could be requested againAs that time frame has past and the sales have been successful, the customer’s funds have again been requested for direct deposit and will be processed within the payment processing time of 3-business days.We would like to apologize for any inconvenience this process caused for the customer, and are happy to have been able to offer the requested resolution

Complaint: ***
I am rejecting this response because this is an unacceptable resolution, nor does the so-called should there be a limit on a "money back guarantee" If you are offering a service, from a third party, you (Raise) should be held completely responsible There is no day statute of limitation on being defrauded by a company, as I have, and neither does an offer of $compensate for the amount I spent I advised Raise that while they would not be able to get this money back from the third party (for whatever internal reasons they had and didnt advise), that I should have at a credit on my Raise account to purchase other gift cards totaling the amount that I PAID FOR GIFT CARDSAnother acceptable form of resolution would be for Raise to reach out to their member data base and see how many customers like myself have been defrauded by purchasing gift cards and later them having no balance on the card Again, this is not my first issue with Raise I have purchased many gift cards in the past that have either had no balance (within their money back guarantee time frame) and I have been EMBARRASSED while attempting to use them and then find out they had no money one them (at which point I had to pay for services at a time I thought I had a gift card to cover my expense); or I have partially used a gift card and then later tried to re-use it and was met with the same problem Either within or outside of their so-called "guarantee", they have to have a better system in place to protect the consumer - and THEY ARE NOT DOING THAT The public needs to be aware and alerted of what is going on - as there may be others out there and dont know how to proceed with getting their matters resolvedAgain, if Raise credits my account for the entire amount purchased for the *** ** *** gift cards, wherein I can purchase another gift card (for immediate use), then I will be satisfied and consider this complaint closed Otherwise, I will continue to pursue this matter, including finding a way to notify other Raise consumers in the hopes of a class action resolution
Sincerely,
*** ***

After receiving and reviewing Revdex.com complaint number *** and the corresponding order numbers, we are able to offer a solution to the customer.On February 23, 2017, the customer purchased *** *** gift cards across two orders(Raise Order Numbers *** *** *** The gift cards
had a combined total value of $and the final purchase price was $These cards were egift/vouchers, which meant they could be redeemed both in store and online.The customer contacted Raise via email the same day informing Raise that there was no section on *** website to redeem gift cards onlineThe supporting agent responded back on February 25, 2017, informing the customer that this was a temporary technical issue on *** website that would be resolved within a day or twoThis information was obtained by our Trust & Safety team who had reached out to the brand to find out more about the gift card not being able to be appliedOur Trust & Safety team also updates the redemption information for any brand, whether that be gift card limits, what a gift card may or may not be used to purchase, and if a brand is no longer accepting gift cards.On April 13, 2017, the customer reached out via email for the second time and had informed Raise that they had been attempting to use the gift card and there still was not a field to input the gift card information via the *** websiteThe customer also requested a refund due to the cards not being able to be used online, an in-store location was not near the customer, and the brand was filing for bankruptcy.On April 14, 2017, an email was sent from Raise to all customers who had purchased an *** card recently informing them that the brand was going out of business and all gift cards would stop being accepted on 4/22/As stated by the Raise Guarantee (https://www.raise.com/guarantee), we are unable to provide a refund for gift cards that are no longer honored when a retailer goes out of business, or files for bankruptcy.Unfortunately, a supporting agent was not able to respond back to the customer until April 28, Based on the timeframe, and the information that was provided by the brand in regards to the gift cards, the supporting agent informed the customer that the gift cards were not able to be refunded due to the brand going out of businessThe supporting agent also provided the customer with $in Raise Rewards as an extension of our apology.After taking a closer look into these orders however, we understand the frustration this has caused as the customer was attempting to redeem these cards but was unable to due to the brand not having a section to redeem gift cards onlineThe redemption instructions that were provided on Raise were coming directly from the brand so we apologize for any confusion and miscommunication that occurredAlthough we are unable to provide a refund back to the original payment method, we would be happy to provide a refund in the form of Raise RewardsWe would like to offer the customer $in Raise Rewards that will be in the member’s account and can be used at their earliest convenienceThese rewards will automatically apply at checkout so there is no need for a special promotional code.We would like to consider the issue resolved at this time and hope that the customer finds a refund in the form of Raise Rewards a suitable settlementWe once again, would like to apologize to the customer for any confusion and inconvenience this order has caused over the past couple of monthsIf the customer would like to receive the refund via Raise Rewards, we ask them to please send us an email at *** and we’d be happy to have those added as soon as possibleAny other questions can be sent to that email address as well

After receiving Revdex.com complaint number ***, we were able to review the order and offer a different
resolution to the customerOn November 20, the customer placed an order on Raise for a Five Guys gift card with a balance of $for a purchase price of $The customer then contacted Raise Member Services on June 6, and expressed to the serving agent that the gift card did not work on attempted redemptionAt this time the agent informed the customer that the order fell outside of the Raise Guarantee and for that reason, no further action could be taken on the orderAt that time the customer was provided a promotional code as recompense
The Raise Guarantee is in place to protect the member’s purchase price for the first days from the date of purchaseAfter that strict time frame has passed we are unable to provide a refund or replacement card in the same way that we would within the first days
While the order does fall outside of the Raise Guarantee, we would like to offer the customer a courtesy refund for the full purchase priceUnfortunately, the customer has opened a dispute on this orderThis being the case, Raise is unable to go ahead and refund the purchase at this time, as all activity on an order is suspended while a dispute is openDisputes can take up to three months to complete, but we will be happy to follow up to make sure that the customer receives the requested resolutionIf the dispute is not closed in the customer’s favor when it has been completed, we will be happy to follow up with a refund directly through RaiseWe hope that the customer finds the promise of a refund of the $purchase price a reasonable resolution and would like to consider the issue resolved at this time

After again reviewing Revdex.com complaint number *** we are able to offer a different resolution to the customer.During further correspondence with the customer, he provided to us the communication that he had with The Container Store, where they had confirmed to him that they had indeed closed the gift cardWhile this is different than the information received by our Gift Card Support Team, we are absolutely happy to offer a refund to the customer, outside of the Raise Guarantee, due to the circumstancesAs the customer had been provided $in Raise Rewards credit as recompense, before a refund could been offered, and $of this was used toward a new order on Raise, the customer was refunded back to his credit card a total of $In total, the customer was refunded $in Raise Rewards credit and $to his credit card, equaling a full refund of $- the purchase price of the gift cardWe are happy to have been able to provide this resolution to the customer and would like to consider the issue resolved at this time

">After receiving Revdex.com complaint number ***, we were able to review the order in question and provide the customer with a resolutionOn November 10, 2016, the customer purchased a P.FChang’s gift card valued at $for a purchase price of $
The customer emailed Raise on December 12, stating that the card was showing a zero balance in store although the brand’s website had detected a balance of $The customer had informed us that they attempted to use the card in the Tucson locationOur Member Services team reached back out to the customer on December 16, via email informing the customer that the brand’s balance checker was still showing a balance of $The serving agent also stated they spoke to a representative from the brand who also stated the balance of $was still presentAs a result, the serving agent refunded the customer based on the amount that they were not able to useA refund of $should have been returned to the customerRegrettably, the serving agent processed a full purchase price refund of $for the card accidentallyThe agent then had to recharge the customer’s original payment method $to provide the customer with the correct refund totalThe customer emailed Raise back on December 17, stating that they had only seen a charge of $on their account rather than the adjusted refund total of $This was due to the timeframe that is stated at the processing of a refund, which is 3-business daysAfter further review from our Gift Card Support Team, they determined the card was successfully redeemed in full in the Tucson location that the customer had initially inquired aboutAs a result, the customer was then recharged for the remaining $that they had been refunded forThe following transactions are posted on the brand’s website : Dec 6, Tucson Purchase ($20.29) and Dec 17, Tucson Purchase ($29.71)An agent from our Gift Card Support Team reached out to the customer on December 21, to inform the customer of the recharge and to help clarify all the pending charges that they may see on their account as a resultThe serving agent expressed to the customer that they will see charges on their account : A transaction charge for $40.97, a refund charge for $40.97, a transaction charge for $and a final transaction charge for $Raise also attempted to reach out to the member twice, on December 22, and December 27, to help explain a bit further the transactions as we understand this could have been a confusing situation at firstDue to the transaction history showing the cards were successfully redeemed in the Tucson location, we cannot hold the sellers responsible for these cardsWe encourage the buyer to reach out to P.FChang’s for details on how these gift cards were redeemedAny correspondence with the brand can be forwarded to *** and we will quickly review and resolveWe 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

After another careful review of Revdex.com complaint number *** and the corresponding order number and email correspondence we would like to reiterate to the customer that the $credit was offered in regards to both of the orders, not just oneThe $credit offered to the customer by the Member Services supervisor was offered as recompense for both order R6*** and order R3***This was expressly stated in the email sent to the customer by the Member Services supervisor which we will have him resend as well, just so that the customer has that information readily availableWe would like to apologize for any confusion and would like to consider the issue resolved at the time

After receiving and reviewing complaint number
background-">*** and the order number in question, it appears that the current resolution is warrantedOn February 1, the customer purchased two *** Chicago Grill gift cards each with a value of $at a purchase price of $for a total purchase of $42.30, which was charged to the customer’s credit cardThe customer contacted Raise Member Services on February 8, and notified the serving agent that the two *** Chicago Grill gift cards in the order were purchased out of errorAs the Raise Guarantee does not cover buyer’s remorse the serving agent offered the customer a $Raise Reward credit in her account to alleviate some of the seller cost if she did want to list the gift cards on the marketplace herself as a way of getting her money back
Again the customer contacted Raise Member Services on February 27, and expressed that she was upset that the $was given as Raise Rewards and not a refundDuring this phone call the customer spoke with a supervisor and it was reiterated to the customer that the Raise Guarantee does not cover buyer’s remorse and Raise would not be able to refund for this reasonIt has been confirmed with the Raise Development Team that orders do not complete without permission from the customerThe customer must select the button “Submit Order” for an order to be placed
The customer has listed the gift cards on the Raise Marketplace, both have since sold, and the customer been paid for both of the salesThe Raise Rewards credit of $has also been applied to the customer’s Raise account to use toward a future purchase of $or more
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 and look forward to serving this customer again in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, we have been able to
provide the customer with the requested resolution
On October 20, the customer placed an order for two *** gift cards on RaiseThat same day, the customer attempted to use the gift cards to make a purchase on ***, and unfortunately was unable to apply the gift cards to the orderAfter the occurrence, the customer contacted Raise Member Services and expressed to the serving agent that the cards had not worked for their intended purchase
The serving agent was able to determine that the gift cards both have a full and valid balance and applied to a test order but did not work on the customer’s orderThis being the case, the agent offered to have the gift cards relisted onto the marketplace and sold to another member that would be able to redeem them, and then refund the memberAs the member was unable to utilize the balance of the gift cards, he should have been refunded at that timeWe apologize that did not happen right away, and the member has now been refundedThe refund will show back on the customer’s original payment source within 3-business days
We are happy to have been able to provide the requested resolution to the customer and look forward to better serving them again in the future

After receiving and reviewing Revdex.com complaint number *** and the corresponding order number, it appears that
the current resolution is warrantedOn June 27, the customer placed an order on Raise.com for an *** gift card with a balance of $for a purchase price of $The customer then contacted Raise Member Services on June 30, and expressed to the serving agent that the brand did not accept the gift card and canceled the orderThe brand issued a new gift card to the customer when the order had been canceledThe customer did not want to keep the gift card due to the brand canceling the order initiallyUnfortunately, Raise cannot offer a refund on a gift card with a full and valid balance
As the customer did not want to keep the new gift card, a request to look into it further was sent to the Gift Card Support TeamThe team was able to confirm that the new gift card number had been used by the customer to place a new and successful order with ***
If the customer is still having trouble placing orders on *** we would be happy to have a Member Services agent assist on a three way call with the customer and the brand to confirm that the gift card was not the customer’s purchase and was purchased through Raise, so that the account can be rightedWe apologize for this inconvenience but are glad that the customer was able to utilize the funds from the gift card, and would like to consider the issue resolved at this time

After receiving and further reviewing Revdex.com complaint number *** , we are happy to offer the customer a different resolutionAs mentioned previously, the customer did successfully request funds and verify all pertinent information in a timely mannerOur Seller Support team was able to successfully send out that check on February 6, The check was scheduled to arrive to the customer’s billing address within 3-business days.Unfortunately, the check is potentially lost in the mail if the customer has not received it yetBecause of this, Raise policy states that we must wait days before we are able to stop paymentThis is in place as a precautionary measure to ensure that the check is not cashed and the check has enough time to return to our office if foundThere is the option to have a stopped payment earlier, but it does require a fee to do so, which is included in our Terms of Use.However, after further review into this case, in order to provide the customer with the best possible resolution, we will be able to waive that fee as a courtesy and stop that payment as soon as possibleThis case has been escalated to our Finance team and they are currently in the process of moving forward with this stopped payment.We have reached out to the customer via email further explaining the situation and the steps that will follow once that payment has stoppedWe encourage the customer to be on the lookout for additional follow up emails to help make this new payment request as simple as possible.We will continue to ensure that Raise policy is adhered to and properly communicatedWe feel that this issue has been resolved as we are waiving the fee for the customer in hopes of providing a quicker payoutWe would like to apologize once again to the customer for all the troubles and lost time this has caused and we welcome any further questions or concerns via email at ***

After receiving and reviewing Revdex.com complaint number
background-">*** and the corresponding order number, it appears that the current resolution is warrantedThe customer made a purchase, February 12, 2016, on Raise.com for an American Eagle Outfitters gift card with a value of $for a purchase price of $On May 28, the customer contacted Raise Member Services and expressed to the serving agent that the gift card had not worked for his purchase and that there were no longer funds available on the cardAt this time, the serving agent expressed that the order could not be refunded as the order fell outside of the Day Money-Back Guarantee
While there is no expiration on the gift cards, the Raise Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchaseThis order fell outside of the Raise Guarantee as of May 22, 2016, and while the customer only contacted us a few days outside of the guarantee period, it is a strict time frameFor that reason the order cannot be refundedHad the customer contacted Raise on or before May 22, a different resolution would have been reached due to the terms and conditions of the Raise Guarantee
We would like to sincerely apologize to the customer for any inconvenience this may have caused and look forward to better serving him again in the future