The customer purchased the [redacted] gift card from Raise on August 8, and then contacted Raise Member Services regarding the $balance on February 26, This purchase fell outside of the day guarantee as of December 6, so when the customer contacted in February the guarantee period had already run out Raise does not have the ability to change the status of the gift cards and does not change the status or take any action with the gift cards after the day periodThe Raise Day Guarantee is in place to protect the customer’s purchase price for the first days after the date of purchaseAfter that day period Raise is unable to provide the same kind of resolution as is provided while the guarantee is still active While the customer did obtain information from the [redacted] restaurant, as Raise was contacted after the guarantee period, not further action can be takenWe apologize for the inconvenience in this We would like to consider this issue resolved at this time and hope to serve this customer again in the future
After receiving complaint number [redacted] we were able to review the order and offer a solution to the customer.On October 28, the customer purchased two Whole Foods gift cards each valued at $with purchase prices of $totaling $charged to the customer’s credit card after the $in Raise Rewards was appliedThe customer contacted Raise Member Services on February 11, via email and was responded to on February 13, with notification that the order could have no further action taken as the order falls outside of the Day GuaranteeWithin the email communication between the agent and the customer, the customer was offered a promotional code to use toward a future orderUpon further review by the Gift Card Support Team, we are able to provide a different resolution for the customer than initially offered when they first contacted Raise Member ServicesBecause one of the Whole Foods cards has since been deactivated by the brand, Raise is able to offer a full refund of the $purchase price for that gift cardThe other Whole Foods gift card however, is unable to be refunded as it does still reflect a full balance but is unable to be used due to the change in policy by Whole FoodsAs this change was not at the discretion of Raise and is outside of the Day Guarantee period, we are unable to provide any further resolution for the gift card that still contains the full balanceWhile there is no expiration on the gift cards, the Raise Day Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchase.In a situation like this we encourage the customer to contact the brand to see what further action they may be able to take to further assistWe have also returned the $in Raise Rewards back to the customer’s account for the trouble and confusion related to this orderWe would like to consider this issue resolved at this time and hope that the customer finds a partial refund for the order and credit a suitable settlement
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, and contained one [redacted] gift card valued at $The customer paid $for this gift cardOn 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 cardAccording to her, he was able to use about $of the gift card, not too long after she purchased the gift cardUnfortunately, this order fell well outside our Day GuaranteeFor this reason, we are unable to submit a refund Our Day Guarantee states that your purchase price will be protected if an issue should arise within the first days after your order is placedFor this reason, we encourage our members to use their gift cards within this time frameWe regret that a follow up email was not sent in a more timely manner, causing our customer to wait for answersWe have been working diligently to ensure that communication is efficient and transparent with our membersA credit of $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
After receiving and further reviewing Revdex.com complaint number [redacted] , we are, unfortunately, unable to offer the customer a different resolution, at this momentAs mentioned previously, when a dispute is received on an order, the ability to complete a refund is taken out of the hands of Raise and placed solely into the hands of the credit card providerTypically, this process may take up to an estimated days, a time-frame determined by the banking system, for it to be resolved between the financial institutionsThere should be an update in regards to this dispute by or before Sunday, February 5, At this very moment, Raise is unable to apply the refund due to the dispute still showing through our payment processorWe would like to get this issue resolved as quickly as possible for the customerTherefore, once our system updates to see the end result of the dispute, we’d be happy to move forward from thereAs previously stated, if their credit card processor does not resolve the dispute in their favor, Raise will be more than happy to provide the customer with their deserved refund.Any further questions or follow-ups can be sent to [redacted] and we’d be happy to resolve the situation once the dispute has been cleared from both parties
After receiving Revdex.com complaint number [redacted] , we were able to review the order and offer a solution to the customerThe customer purchased a [redacted] gift card from Raise.com on May 22, with a balance of $and a purchase price of $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 itA 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, $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 cardOnce 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-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 shortlyWe would like to consider the issue resolved at this time
After receiving complaint number [redacted] we were able to review the order and offer a solution to the customerOn December 11th, the customer placed an order on Raise.com for a [redacted] Cinemas eGift card This is an electronically delivered gift card with a value of $100.00, for which the customer paid $ The order was completed automatically and delivered to the customer’s Raise account immediately The customer emailed Raise Member Services on December 19th, to request a refund for this card, as it can be used online only The customer was not aware that the gift card purchased would not be a physical card delivered via ***, nor could be printed to use at a theater location She proceeded to send multiple emails, and eventually contacted us by calling in on January 3, An agent explained our policy regarding returns, which does not cover “Misinterpretation of gift card delivery method or timing of delivery.” This guarantee covers the purchase price of a gift card that is either not received or if an issue should arise that would prevent the card from being redeemed At this time, we cannot provide refunds for gift cards with a valid balance once delivered to a member’s account We would like to sincerely apologize for the delay in response time that we are actively working to bring to a more acceptable timeframe The customer was contacted via email on January 8th, in order to prevent any confusion regarding online only gift cards in the future She was also offered assistance in relisting a gift card on Raise.com A credit to her account was also offered to offset the selling fee associated with reselling her card on the site While we appreciate the customer’s business, we are unfortunately unable to provide a refund for this [redacted] Cinemas gift card that she has already been given access toThe customer is welcome to respond to the most recent email sent in order to proceed with relisting her card and crediting her account 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 guarantee and apologize for any inconvenience
After reviewing the customer’s response in regards to complaint number [redacted] and the correct order in question, it appears that a similar resolution is warrantedAs an order number was not provided with the customer’s initial complaint, we had reviewed the account with the email address provided ( [redacted] Our initial response was regarding an order for a [redacted] eGift card It appears that the customer had created an additional account using her [redacted] email address to place the order [redacted] In accordance with Raise policy, each user is limited to one Raise account The order in question was placed on November 25th for an [redacted] ***y eGift card with a value of $and a price of $ The customer applied her $reward and her credit card was charged the remaining $ This order was processed immediately and delivered to the customer’s Raise account associated with her [redacted] email address Shortly after, the member emailed Raise Member Services stating that the order was placed by accident, and she would like it refunded An agent responded to this support ticket on December 14th to explain that the order had already been processed and we are unable to cancel or provide a refundAt this time, we cannot provide refunds for gift cards with a valid balance once delivered to a member’s account We would like to sincerely apologize for the delay in response time that we are actively working to bring to a more acceptable timeframe Within the email communication between the agent and the customer, the customer was also offered a complimentary promotional code to use towards her next orderThe Raise return policy specifically states that “Buyer’s remorse or change of mind” is not coveredThis guarantee will protect a buyer’s purchase price should an issue arise with the redemption of any gift cards purchased from RaiseWhile we appreciate the customer’s business, we are unfortunately unable to provide a refund for this [redacted] gift card that she has already been given access to We will continue ensure that policy is adhered to and properly communicated We feel that this issue has been resolved in accordance with policy Taking into account the $credit that has been added to the customer’s account, the $complimentary promotional code offered, the $reward redeemed, and the $promotional code used, we feel that the customer has been generously compensated for this issue We apologize for any inconvenience and welcome the customer to redeem her credit and promotional code on Raise.com We look forward to serving her in the future
After receiving and reviewing 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 November 16, the customer placed an order through the Raise marketplace for a [redacted] gift card with a balance of $ for a purchase price of $The customer then contacted Raise Member Services in May and expressed to the serving agent that the brand was giving the customer a hard time with redemptionAt that time the serving agent confirmed that the gift card had a full and valid balance, and the Raise Guarantee does not honor refunds for fully valid gift cardsAgain the customer contacted Raise Member Services on August 30, and expressed to the serving agent that the gift card would not apply to an online purchase [redacted] has recently changed they way that a merchandise credit can be applied to an online order and will no longer accept them, so they must be used in storeAs the order falls outside of the Raise Guarantee, no further action could be taken on the order and the customer was offered a promotional code by the serving agentThe Raise Guarantee is in place to protect the purchase price for all orders for the first days from the date of purchaseAfter that time frame has passed, we are always happy to look into an order, but cannot guarantee a refund or replacement card in the same way that we would within the first days.We would, however, like to offer the customer a courtesy, as the issue has persisted for so longA refund of the customer’s out of pocket purchase price, $294.16, has been returned the the original payment source, and will be available in that account within 1-business days depending upon the banking institutionWe are happy to have been able to provide the customer with this resolution and look forward to better serving her again in the future
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 days This is purely ridiculous and so not fair to me No, I do not accept this answer at all They can waive the $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 days for someone to issue me a check Clearly the company would not wait 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 and further reviewing Revdex.com complaint number [redacted] , we are able to offer the customer a resolutionOn September 15, 2015, the customer purchased a AMC Theatres gift card valued at $The purchase price for this card was $18.70, and the customer used $in Raise Rewards to bring the final purchase price down to $As with all cards that are sold on Raise, it was verified twice, once at the initial listing and once at the time of purchase to ensure the card showed a full and valid balanceThe customer first contacted Raise Member Services on February 1, and requested a refundAfter sending the card over to our Trust & Safety team for further review, they were able to verify that the card had a full and active balance of $Because the card still had the full active balance, the supporting agent informed the member that a refund was not possibleThe agent encouraged the customer to try using the card again, as there was nothing wrong with the card at that time.The customer contacted Raise Member Services for the second time on March 12, via the live chat featureThe customer informed the supporting agent that they attempted to redeem the card again but was denied by the brandUnfortunately, the supporting agent informed the customer that a refund was not possible at this due to the amount of time that has passed since the order was originally placedThis order fell outside of our Year Money-Back Guarantee and was not eligible to be refundedThe supporting agent provided the customer with $in Raise Rewards as an extension of our apologyAfter taking a closer look at the customer’s account, and the card that the customer purchased, we will be able to provide the customer with a full purchase price refund as a one time courtesyThe brand no longer accepts this type of card, which is why the customer was experiencing troublesWe’d like to sincerely apologize to the customer for the troubles this has caused, as well as the time it took for this issue to be resolvedThe $in rewards has been removed from the customer’s account, and a full purchase price refund of $has been credited back to the customer’s original payment methodA confirmation email from our Member Services team has also been sent.At this time, we would like to consider this issue resolved as the customer has been provided with a one time courtesy outside of policy refundThe amount of $has been returned the customer’s original payment method, and a confirmation email has been sent as wellWe will continue to review this card and we have already updated our systems to no longer accept these types of cardsSecurity is our top priority, and we will continue to ensure that Raise policy is adhered to and properly communicatedIf the customer has any additional questions, we can be reached 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 July 27, 2017, the customer purchased four [redacted] gift cards each valued at $The total purchase price for all four cards was $These were all delivered to the customer electronically as vouchersAs with every card that is sold on our marketplace, the balance is verified twice, once at the initial listing, and once at the time of purchase to ensure a valid card.The customer contacted Raise via live chat on August 1, stating the funds were removed from the cards and the order was canceled by the brandThe supporting agent informed the customer that this would be sent to our Gift Card Support Team for further reviewThis review typically takes between 7-business days, depending on the situation.On August 7, 2017, our Gift Card Support Team reached out to the customer via email stating they were unable to refund due to the brand informing us that the order was completed and deliveredThe customer reached back out via chat stating that the order was returned back to the brand and it was never receivedThe customer also stated that the brand had informed them that these were all “rewards” cards, and only one could be used per order.After a second review by our Gift Card Support Team, they were able to confirm that the cards were indeed “reward” cards from [redacted] ’s Anniversary SaleThe buyer’s order was refunded by the brand but the funds would not be restored to the cards due to note abuse.The customer was officially refunded by Raise on August 8, 2017, for the full purchase price amount of $after this information was obtainedRaise does not sell gift cards that expire or promotional cards such as these, so the customer was and is deserving of this refundWe would like to apologize to the customer for the confusion, and we have added an additional $in Raise Rewards to the customer’s accountThese can be used at the customer’s earliest convenience.At this time, we would like to consider the issue resolved and hope that the customer finds a refund and complimentary credit a suitable settlementAny other questions or concerns can be sent via email to [redacted] @raise.comWe look forward to continue serving this 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 of a $refund is satisfactory to me Sincerely, [redacted] Thank you!!
After receiving and reviewing Revdex.com complaint [redacted] and the corresponding order numbers, it appears that the current resolution is warrantedThe customer purchased two [redacted] gift cards and two [redacted] gift cards in two separate orders on October 28, On May 4, the customer contacted Raise Member Services and expressed to the serving agent that the gift cards had a $balanceAt that time the agent notified the customer that the orders were outside of the Day Money-Back Guarantee, and for that reason, no further action could be taken on the orderThe customer was also offered a promotional code to use on a future purchase The Raise Guarantee is in place to protect the purchase price of all gift cards for the first days from the purchase dateWhile 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 purchase On the customer’s most recent phone call with Raise, he did speak with a supervisor in the Member Services Team who then also offered the customer a $Raise CreditWe understand that the customer has spent a large amount of money with Raise, but the Raise Guarantee explicitly states that requests received outside of days are not coveredHad these orders been brought to the attention of Raise with the days, we would have been more than happy to resolve this for the customer We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience
Purchased a [redacted] s gift card from Rasie.com on 1/1/The product description said the card "Does not expire"When I tried to use the card at [redacted] s, the balance is still there, same as when I purchased it, however, the card has a"security hold"I contacted Raise customer service, but they were not willing to provide any options or solutions, just kept saying the purchase is out of their day refund policyI don't want a refund but a solution, so that I can release the "security hold", but Raise is not doing anything to help their customers!!!
After receiving Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the customer.On December 21, 2015, the customer purchased a $valued [redacted] gift card for a purchase price of $This gift card was an egift/voucher meaning it was able to be redeemed both online and in-storeOn February 28, 2017, the customer emailed Raise stating that they were not able to redeem the remaining amount of their gift cardA supporting agent responded to the customer the next day, March 1, 2017, asking for further information in regards to this cardA follow up email was sent to the customer on March 5, 2017, with the same questions as the supporting agent was hoping to gather more information in order to best resolve this case.On April 18, 2017, the customer reached back out via email answering the questions that were presented in the email from the supporting agentThe customer informed the supporting agent of the balance that should be remaining as well as how much of the gift card was actually used.The supporting agent sent an email back to the customer on April 20, 2017, informing the customer that due to the card being outside of our Year Money-Back Guarantee, a refund would not be able to be processedAt the time this order was placed, the Raise Guarantee covered the customer’s purchase price for DaysIn January, we extended the Guarantee to Year to provide a better customer experienceEven with this new policy in place, the order was, unfortunately, not able to be refunded due to the time that had passed since this order was placedA promotional code was offered to the customer as an extension of our apology.The customer reached back out via email on May 1, 2017, stating that they had contacted the brand and was told that this gift card was no longer active as it was obtained fraudulentlyThe supporting agent responded on May 3, 2017, again reiterating that the order was outside of the Year Money-Back Guarantee and they were unable to provide a resolution at that time.Every listing on Raise is 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 the card that is being soldIn addition, we have our Seller Support Team in place that verifies a seller once they have listed a predetermined amount of gift cards on our siteWe do hold our sellers to a very high standard and our Seller Support Team is in place to ensure thatBased on this information that was provided by the customer, the order should have been sent to our Gift Card Support Team for further review.As our Year Money-Back Guarantee (https://www.raise.com/guarantee) protects cards that are inactive, have been deactivated by the brand, or show an inaccurate balance, we do encourage our customers to redeem the card within that timeframe so we are able to resolve any issues that may occur quickly and to the best of our abilities.After further review into this case by our Gift Card Support Team, we would be more than happy to work towards a resolution for this card with the customerWe have sent an email directly to the customer with a potential resolution of receiving the refund in Raise RewardsWe would like to apologize for any inconvenience this has caused and look forward to hearing back from the customer soon in hopes of resolving this caseWe would like to consider this case resolved pending the customer’s reply via email at [redacted] @raise.com
Bad customer service everThey told you one thing and did different thingThey tried to make you satisfy at that time only and when you get rid of the line, they will say that they cannot help Bad experience everThe coupon code showed for "New customer" and then when I chatted with them, they said it is for "New household"Then they took off the discount and increased the priceI chatted with Grant and he/she told me that he/she will issue a reward but after minutes, he/she emailed me and said that there will be no reward for thatThis is super weirdDon't buy from them
After receiving Revdex.com complaint number [redacted] , we were able to further review the Raise account and order in questionOrder number [redacted] containing an [redacted] Kids gift card was placed at 4:p.mon 11/24, then processed and delivered automaticallyThe customer did send an email asking to cancel the order because their child was playing with the phonePer our policy, the Member Services agent informed the customer that we are unable to refund for a valid card once it has been delivered and the customer has access to the card’s informationAs a one-time courtesy, we will be refunding the customer for this card and re-listing it on their behalfUnfortunately, we will not be able to provide the same courtesy in the futureWe apologize for the amount of time it has taken to fully resolve this matter and we would like to assure the customer that we are working to ensure our response times decrease significantly
We were able to further review Revdex.com Complaint number [redacted] as well as the customer’s Raise order.Order [redacted] was placed on November 26, and contained three [redacted] gift cards valued at $eachOn November 26, the customer emailed our Member Services Team regarding the [redacted] order he was trying to place with his gift cards***’s policy stated that only one gift card could be used per transaction on their websiteThis would prevent the customer from using all three of the gift cards purchased from RaisePrevious policy had stated that two gift cards could be used on ***’s website and unfortunately our website was not updated to reflect thisHowever, as a member to member gift card marketplace, we are not responsible for communicating the policies of other brandsIn a message written on December 22, the customer wrote, “What I think is fair in this case is that you issue a refund and take back of the $gift cards since the raise.com site is falsely advertising that cards can be used.” Although our return policy states that it does not cover misinterpretation of how a particular gift card can be redeemed, our Member Services Team agreed to refund one of the [redacted] gift cards outside of our policyA refund of $was refunded to the customer’s credit cardAfter the refund was complete, he responded asking about the whereabouts of his second refundThe agent explained that we were only able to refund for one gift card outside of our policy and suggested that he list the other unwanted gift card for sale on the marketplaceUnfortunately we are still unable to process a second refund for Mr***However, a credit of $has been added to his Raise account to alleviate commission costsWe sincerely apologize for the inconvenience this has caused and we hope to be able to serve Mr [redacted] 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.On December 14, 2017, the customer purchased a [redacted] gift card valued at $for a purchase price of $This was an egift/voucher, which means it would be sent electronically via both the email address associated with the Raise account, and to the customer’s Raise account directlyAs with all gift cards listed on Raise, it was verified twice by our Trust & Safety team, once at the initial listing, and once at the time of purchase to ensure a valid balanceThe customer reported a problem with this card via their account on the same dateThe customer had reported that the card had a balance $but they had not used the card yetBecause of this, it was sent to our Gift Card Support Team for further reviewTypically, this process will take anywhere between 7-business days for the review to be fully completed.The customer contacted Raise Member Services on December 16, asking for an update for this reviewThe supporting agent informed the customer that the card was redeemed online on December 15, Because of this, the supporting agent informed the customer over the phone that the refund would not be able to be processedWe would like to apologize to the customer for the troubles this has caused and the initial denied refundThis is still under review and it should not have been denied at that timeCurrently, we are working with the brand in order to figure out what happened to the card, and are hoping to have a resolution soonOnce we hear back from the brand, an email will be sent by both our Gift Card Support Team and our Voice of Customer team informing the customer of the outcome.At this time, we would like to consider this issue resolved, as we are simply awaiting final confirmation from the brand before moving forwardIf the customer has any additional questions, an email can be sent to [redacted] @raise.com and we’d be happy to follow upAny additional information about this card can be sent to that email as well, and we will continue working with the brand to resolve this as quickly as possibleWe would once more like to apologize to the customer for the troubles and the longer than usual time it has taken to resolve thisWe encourage the customer to be on the lookout for an email over the next couple of business days
Initial Business Response / [redacted] (1000, 8, 2014/08/11) */ Dear [redacted] , I have read the following complaint in its entirety and have reviewed all the detailsLet me first start off by apologizingI am sorry you had to endure such an unpleasant experienceWe are happy that this has ended in a great resolution Due to the secondary nature of our marketplace we do from time to time deal with card values being compromisedWe however are committed to making sure our customers are fully protectedDue to our day guarantee which covers any problem within the first days of purchase, it makes it much more difficult to look into, and resolve issues occurring outside that timeframeWe try to make this very explicit on our website, and we will look into ways of communicating this more clearly We value all of our customers and seek to find resolutions no matter the issue and the amount of time passed In the end, I was happy to resolve this issue with you [redacted] , and look forward to serving you in your future orders Sincerely,
The customer purchased the [redacted] gift card from Raise on August 8, and then contacted Raise Member Services regarding the $balance on February 26, This purchase fell outside of the day guarantee as of December 6, so when the customer contacted in February the guarantee period had already run out Raise does not have the ability to change the status of the gift cards and does not change the status or take any action with the gift cards after the day periodThe Raise Day Guarantee is in place to protect the customer’s purchase price for the first days after the date of purchaseAfter that day period Raise is unable to provide the same kind of resolution as is provided while the guarantee is still active While the customer did obtain information from the [redacted] restaurant, as Raise was contacted after the guarantee period, not further action can be takenWe apologize for the inconvenience in this We would like to consider this issue resolved at this time and hope to serve this customer again in the future
After receiving complaint number [redacted] we were able to review the order and offer a solution to the customer.On October 28, the customer purchased two Whole Foods gift cards each valued at $with purchase prices of $totaling $charged to the customer’s credit card after the $in Raise Rewards was appliedThe customer contacted Raise Member Services on February 11, via email and was responded to on February 13, with notification that the order could have no further action taken as the order falls outside of the Day GuaranteeWithin the email communication between the agent and the customer, the customer was offered a promotional code to use toward a future orderUpon further review by the Gift Card Support Team, we are able to provide a different resolution for the customer than initially offered when they first contacted Raise Member ServicesBecause one of the Whole Foods cards has since been deactivated by the brand, Raise is able to offer a full refund of the $purchase price for that gift cardThe other Whole Foods gift card however, is unable to be refunded as it does still reflect a full balance but is unable to be used due to the change in policy by Whole FoodsAs this change was not at the discretion of Raise and is outside of the Day Guarantee period, we are unable to provide any further resolution for the gift card that still contains the full balanceWhile there is no expiration on the gift cards, the Raise Day Guarantee does only guarantee a refund for the purchase price for the first days after the date of purchase.In a situation like this we encourage the customer to contact the brand to see what further action they may be able to take to further assistWe have also returned the $in Raise Rewards back to the customer’s account for the trouble and confusion related to this orderWe would like to consider this issue resolved at this time and hope that the customer finds a partial refund for the order and credit a suitable settlement
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, and contained one [redacted] gift card valued at $The customer paid $for this gift cardOn 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 cardAccording to her, he was able to use about $of the gift card, not too long after she purchased the gift cardUnfortunately, this order fell well outside our Day GuaranteeFor this reason, we are unable to submit a refund Our Day Guarantee states that your purchase price will be protected if an issue should arise within the first days after your order is placedFor this reason, we encourage our members to use their gift cards within this time frameWe regret that a follow up email was not sent in a more timely manner, causing our customer to wait for answersWe have been working diligently to ensure that communication is efficient and transparent with our membersA credit of $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
After receiving and further reviewing Revdex.com complaint number [redacted] , we are, unfortunately, unable to offer the customer a different resolution, at this momentAs mentioned previously, when a dispute is received on an order, the ability to complete a refund is taken out of the hands of Raise and placed solely into the hands of the credit card providerTypically, this process may take up to an estimated days, a time-frame determined by the banking system, for it to be resolved between the financial institutionsThere should be an update in regards to this dispute by or before Sunday, February 5, At this very moment, Raise is unable to apply the refund due to the dispute still showing through our payment processorWe would like to get this issue resolved as quickly as possible for the customerTherefore, once our system updates to see the end result of the dispute, we’d be happy to move forward from thereAs previously stated, if their credit card processor does not resolve the dispute in their favor, Raise will be more than happy to provide the customer with their deserved refund.Any further questions or follow-ups can be sent to [redacted] and we’d be happy to resolve the situation once the dispute has been cleared from both parties
After receiving Revdex.com complaint number [redacted] , we were able to review the order and offer a solution to the customerThe customer purchased a [redacted] gift card from Raise.com on May 22, with a balance of $and a purchase price of $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 itA 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, $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 cardOnce 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-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 shortlyWe would like to consider the issue resolved at this time
After receiving complaint number [redacted] we were able to review the order and offer a solution to the customerOn December 11th, the customer placed an order on Raise.com for a [redacted] Cinemas eGift card This is an electronically delivered gift card with a value of $100.00, for which the customer paid $ The order was completed automatically and delivered to the customer’s Raise account immediately The customer emailed Raise Member Services on December 19th, to request a refund for this card, as it can be used online only The customer was not aware that the gift card purchased would not be a physical card delivered via ***, nor could be printed to use at a theater location She proceeded to send multiple emails, and eventually contacted us by calling in on January 3, An agent explained our policy regarding returns, which does not cover “Misinterpretation of gift card delivery method or timing of delivery.” This guarantee covers the purchase price of a gift card that is either not received or if an issue should arise that would prevent the card from being redeemed At this time, we cannot provide refunds for gift cards with a valid balance once delivered to a member’s account We would like to sincerely apologize for the delay in response time that we are actively working to bring to a more acceptable timeframe The customer was contacted via email on January 8th, in order to prevent any confusion regarding online only gift cards in the future She was also offered assistance in relisting a gift card on Raise.com A credit to her account was also offered to offset the selling fee associated with reselling her card on the site While we appreciate the customer’s business, we are unfortunately unable to provide a refund for this [redacted] Cinemas gift card that she has already been given access toThe customer is welcome to respond to the most recent email sent in order to proceed with relisting her card and crediting her account 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 guarantee and apologize for any inconvenience
After reviewing the customer’s response in regards to complaint number [redacted] and the correct order in question, it appears that a similar resolution is warrantedAs an order number was not provided with the customer’s initial complaint, we had reviewed the account with the email address provided ( [redacted] Our initial response was regarding an order for a [redacted] eGift card It appears that the customer had created an additional account using her [redacted] email address to place the order [redacted] In accordance with Raise policy, each user is limited to one Raise account The order in question was placed on November 25th for an [redacted] ***y eGift card with a value of $and a price of $ The customer applied her $reward and her credit card was charged the remaining $ This order was processed immediately and delivered to the customer’s Raise account associated with her [redacted] email address Shortly after, the member emailed Raise Member Services stating that the order was placed by accident, and she would like it refunded An agent responded to this support ticket on December 14th to explain that the order had already been processed and we are unable to cancel or provide a refundAt this time, we cannot provide refunds for gift cards with a valid balance once delivered to a member’s account We would like to sincerely apologize for the delay in response time that we are actively working to bring to a more acceptable timeframe Within the email communication between the agent and the customer, the customer was also offered a complimentary promotional code to use towards her next orderThe Raise return policy specifically states that “Buyer’s remorse or change of mind” is not coveredThis guarantee will protect a buyer’s purchase price should an issue arise with the redemption of any gift cards purchased from RaiseWhile we appreciate the customer’s business, we are unfortunately unable to provide a refund for this [redacted] gift card that she has already been given access to We will continue ensure that policy is adhered to and properly communicated We feel that this issue has been resolved in accordance with policy Taking into account the $credit that has been added to the customer’s account, the $complimentary promotional code offered, the $reward redeemed, and the $promotional code used, we feel that the customer has been generously compensated for this issue We apologize for any inconvenience and welcome the customer to redeem her credit and promotional code on Raise.com We look forward to serving her in the future
After receiving and reviewing 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 November 16, the customer placed an order through the Raise marketplace for a [redacted] gift card with a balance of $ for a purchase price of $The customer then contacted Raise Member Services in May and expressed to the serving agent that the brand was giving the customer a hard time with redemptionAt that time the serving agent confirmed that the gift card had a full and valid balance, and the Raise Guarantee does not honor refunds for fully valid gift cardsAgain the customer contacted Raise Member Services on August 30, and expressed to the serving agent that the gift card would not apply to an online purchase [redacted] has recently changed they way that a merchandise credit can be applied to an online order and will no longer accept them, so they must be used in storeAs the order falls outside of the Raise Guarantee, no further action could be taken on the order and the customer was offered a promotional code by the serving agentThe Raise Guarantee is in place to protect the purchase price for all orders for the first days from the date of purchaseAfter that time frame has passed, we are always happy to look into an order, but cannot guarantee a refund or replacement card in the same way that we would within the first days.We would, however, like to offer the customer a courtesy, as the issue has persisted for so longA refund of the customer’s out of pocket purchase price, $294.16, has been returned the the original payment source, and will be available in that account within 1-business days depending upon the banking institutionWe are happy to have been able to provide the customer with this resolution and look forward to better serving her again in the future
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 days This is purely ridiculous and so not fair to me No, I do not accept this answer at all They can waive the $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 days for someone to issue me a check Clearly the company would not wait 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 and further reviewing Revdex.com complaint number [redacted] , we are able to offer the customer a resolutionOn September 15, 2015, the customer purchased a AMC Theatres gift card valued at $The purchase price for this card was $18.70, and the customer used $in Raise Rewards to bring the final purchase price down to $As with all cards that are sold on Raise, it was verified twice, once at the initial listing and once at the time of purchase to ensure the card showed a full and valid balanceThe customer first contacted Raise Member Services on February 1, and requested a refundAfter sending the card over to our Trust & Safety team for further review, they were able to verify that the card had a full and active balance of $Because the card still had the full active balance, the supporting agent informed the member that a refund was not possibleThe agent encouraged the customer to try using the card again, as there was nothing wrong with the card at that time.The customer contacted Raise Member Services for the second time on March 12, via the live chat featureThe customer informed the supporting agent that they attempted to redeem the card again but was denied by the brandUnfortunately, the supporting agent informed the customer that a refund was not possible at this due to the amount of time that has passed since the order was originally placedThis order fell outside of our Year Money-Back Guarantee and was not eligible to be refundedThe supporting agent provided the customer with $in Raise Rewards as an extension of our apologyAfter taking a closer look at the customer’s account, and the card that the customer purchased, we will be able to provide the customer with a full purchase price refund as a one time courtesyThe brand no longer accepts this type of card, which is why the customer was experiencing troublesWe’d like to sincerely apologize to the customer for the troubles this has caused, as well as the time it took for this issue to be resolvedThe $in rewards has been removed from the customer’s account, and a full purchase price refund of $has been credited back to the customer’s original payment methodA confirmation email from our Member Services team has also been sent.At this time, we would like to consider this issue resolved as the customer has been provided with a one time courtesy outside of policy refundThe amount of $has been returned the customer’s original payment method, and a confirmation email has been sent as wellWe will continue to review this card and we have already updated our systems to no longer accept these types of cardsSecurity is our top priority, and we will continue to ensure that Raise policy is adhered to and properly communicatedIf the customer has any additional questions, we can be reached 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 July 27, 2017, the customer purchased four [redacted] gift cards each valued at $The total purchase price for all four cards was $These were all delivered to the customer electronically as vouchersAs with every card that is sold on our marketplace, the balance is verified twice, once at the initial listing, and once at the time of purchase to ensure a valid card.The customer contacted Raise via live chat on August 1, stating the funds were removed from the cards and the order was canceled by the brandThe supporting agent informed the customer that this would be sent to our Gift Card Support Team for further reviewThis review typically takes between 7-business days, depending on the situation.On August 7, 2017, our Gift Card Support Team reached out to the customer via email stating they were unable to refund due to the brand informing us that the order was completed and deliveredThe customer reached back out via chat stating that the order was returned back to the brand and it was never receivedThe customer also stated that the brand had informed them that these were all “rewards” cards, and only one could be used per order.After a second review by our Gift Card Support Team, they were able to confirm that the cards were indeed “reward” cards from [redacted] ’s Anniversary SaleThe buyer’s order was refunded by the brand but the funds would not be restored to the cards due to note abuse.The customer was officially refunded by Raise on August 8, 2017, for the full purchase price amount of $after this information was obtainedRaise does not sell gift cards that expire or promotional cards such as these, so the customer was and is deserving of this refundWe would like to apologize to the customer for the confusion, and we have added an additional $in Raise Rewards to the customer’s accountThese can be used at the customer’s earliest convenience.At this time, we would like to consider the issue resolved and hope that the customer finds a refund and complimentary credit a suitable settlementAny other questions or concerns can be sent via email to [redacted] @raise.comWe look forward to continue serving this 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 of a $refund is satisfactory to me Sincerely, [redacted] Thank you!!
After receiving and reviewing Revdex.com complaint [redacted] and the corresponding order numbers, it appears that the current resolution is warrantedThe customer purchased two [redacted] gift cards and two [redacted] gift cards in two separate orders on October 28, On May 4, the customer contacted Raise Member Services and expressed to the serving agent that the gift cards had a $balanceAt that time the agent notified the customer that the orders were outside of the Day Money-Back Guarantee, and for that reason, no further action could be taken on the orderThe customer was also offered a promotional code to use on a future purchase The Raise Guarantee is in place to protect the purchase price of all gift cards for the first days from the purchase dateWhile 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 purchase On the customer’s most recent phone call with Raise, he did speak with a supervisor in the Member Services Team who then also offered the customer a $Raise CreditWe understand that the customer has spent a large amount of money with Raise, but the Raise Guarantee explicitly states that requests received outside of days are not coveredHad these orders been brought to the attention of Raise with the days, we would have been more than happy to resolve this for the customer We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience
Purchased a [redacted] s gift card from Rasie.com on 1/1/The product description said the card "Does not expire"When I tried to use the card at [redacted] s, the balance is still there, same as when I purchased it, however, the card has a"security hold"I contacted Raise customer service, but they were not willing to provide any options or solutions, just kept saying the purchase is out of their day refund policyI don't want a refund but a solution, so that I can release the "security hold", but Raise is not doing anything to help their customers!!!
After receiving Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the customer.On December 21, 2015, the customer purchased a $valued [redacted] gift card for a purchase price of $This gift card was an egift/voucher meaning it was able to be redeemed both online and in-storeOn February 28, 2017, the customer emailed Raise stating that they were not able to redeem the remaining amount of their gift cardA supporting agent responded to the customer the next day, March 1, 2017, asking for further information in regards to this cardA follow up email was sent to the customer on March 5, 2017, with the same questions as the supporting agent was hoping to gather more information in order to best resolve this case.On April 18, 2017, the customer reached back out via email answering the questions that were presented in the email from the supporting agentThe customer informed the supporting agent of the balance that should be remaining as well as how much of the gift card was actually used.The supporting agent sent an email back to the customer on April 20, 2017, informing the customer that due to the card being outside of our Year Money-Back Guarantee, a refund would not be able to be processedAt the time this order was placed, the Raise Guarantee covered the customer’s purchase price for DaysIn January, we extended the Guarantee to Year to provide a better customer experienceEven with this new policy in place, the order was, unfortunately, not able to be refunded due to the time that had passed since this order was placedA promotional code was offered to the customer as an extension of our apology.The customer reached back out via email on May 1, 2017, stating that they had contacted the brand and was told that this gift card was no longer active as it was obtained fraudulentlyThe supporting agent responded on May 3, 2017, again reiterating that the order was outside of the Year Money-Back Guarantee and they were unable to provide a resolution at that time.Every listing on Raise is 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 the card that is being soldIn addition, we have our Seller Support Team in place that verifies a seller once they have listed a predetermined amount of gift cards on our siteWe do hold our sellers to a very high standard and our Seller Support Team is in place to ensure thatBased on this information that was provided by the customer, the order should have been sent to our Gift Card Support Team for further review.As our Year Money-Back Guarantee (https://www.raise.com/guarantee) protects cards that are inactive, have been deactivated by the brand, or show an inaccurate balance, we do encourage our customers to redeem the card within that timeframe so we are able to resolve any issues that may occur quickly and to the best of our abilities.After further review into this case by our Gift Card Support Team, we would be more than happy to work towards a resolution for this card with the customerWe have sent an email directly to the customer with a potential resolution of receiving the refund in Raise RewardsWe would like to apologize for any inconvenience this has caused and look forward to hearing back from the customer soon in hopes of resolving this caseWe would like to consider this case resolved pending the customer’s reply via email at [redacted] @raise.com
Bad customer service everThey told you one thing and did different thingThey tried to make you satisfy at that time only and when you get rid of the line, they will say that they cannot help Bad experience everThe coupon code showed for "New customer" and then when I chatted with them, they said it is for "New household"Then they took off the discount and increased the priceI chatted with Grant and he/she told me that he/she will issue a reward but after minutes, he/she emailed me and said that there will be no reward for thatThis is super weirdDon't buy from them
After receiving Revdex.com complaint number [redacted] , we were able to further review the Raise account and order in questionOrder number [redacted] containing an [redacted] Kids gift card was placed at 4:p.mon 11/24, then processed and delivered automaticallyThe customer did send an email asking to cancel the order because their child was playing with the phonePer our policy, the Member Services agent informed the customer that we are unable to refund for a valid card once it has been delivered and the customer has access to the card’s informationAs a one-time courtesy, we will be refunding the customer for this card and re-listing it on their behalfUnfortunately, we will not be able to provide the same courtesy in the futureWe apologize for the amount of time it has taken to fully resolve this matter and we would like to assure the customer that we are working to ensure our response times decrease significantly
We were able to further review Revdex.com Complaint number [redacted] as well as the customer’s Raise order.Order [redacted] was placed on November 26, and contained three [redacted] gift cards valued at $eachOn November 26, the customer emailed our Member Services Team regarding the [redacted] order he was trying to place with his gift cards***’s policy stated that only one gift card could be used per transaction on their websiteThis would prevent the customer from using all three of the gift cards purchased from RaisePrevious policy had stated that two gift cards could be used on ***’s website and unfortunately our website was not updated to reflect thisHowever, as a member to member gift card marketplace, we are not responsible for communicating the policies of other brandsIn a message written on December 22, the customer wrote, “What I think is fair in this case is that you issue a refund and take back of the $gift cards since the raise.com site is falsely advertising that cards can be used.” Although our return policy states that it does not cover misinterpretation of how a particular gift card can be redeemed, our Member Services Team agreed to refund one of the [redacted] gift cards outside of our policyA refund of $was refunded to the customer’s credit cardAfter the refund was complete, he responded asking about the whereabouts of his second refundThe agent explained that we were only able to refund for one gift card outside of our policy and suggested that he list the other unwanted gift card for sale on the marketplaceUnfortunately we are still unable to process a second refund for Mr***However, a credit of $has been added to his Raise account to alleviate commission costsWe sincerely apologize for the inconvenience this has caused and we hope to be able to serve Mr [redacted] 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.On December 14, 2017, the customer purchased a [redacted] gift card valued at $for a purchase price of $This was an egift/voucher, which means it would be sent electronically via both the email address associated with the Raise account, and to the customer’s Raise account directlyAs with all gift cards listed on Raise, it was verified twice by our Trust & Safety team, once at the initial listing, and once at the time of purchase to ensure a valid balanceThe customer reported a problem with this card via their account on the same dateThe customer had reported that the card had a balance $but they had not used the card yetBecause of this, it was sent to our Gift Card Support Team for further reviewTypically, this process will take anywhere between 7-business days for the review to be fully completed.The customer contacted Raise Member Services on December 16, asking for an update for this reviewThe supporting agent informed the customer that the card was redeemed online on December 15, Because of this, the supporting agent informed the customer over the phone that the refund would not be able to be processedWe would like to apologize to the customer for the troubles this has caused and the initial denied refundThis is still under review and it should not have been denied at that timeCurrently, we are working with the brand in order to figure out what happened to the card, and are hoping to have a resolution soonOnce we hear back from the brand, an email will be sent by both our Gift Card Support Team and our Voice of Customer team informing the customer of the outcome.At this time, we would like to consider this issue resolved, as we are simply awaiting final confirmation from the brand before moving forwardIf the customer has any additional questions, an email can be sent to [redacted] @raise.com and we’d be happy to follow upAny additional information about this card can be sent to that email as well, and we will continue working with the brand to resolve this as quickly as possibleWe would once more like to apologize to the customer for the troubles and the longer than usual time it has taken to resolve thisWe encourage the customer to be on the lookout for an email over the next couple of business days
Initial Business Response / [redacted] (1000, 8, 2014/08/11) */ Dear [redacted] , I have read the following complaint in its entirety and have reviewed all the detailsLet me first start off by apologizingI am sorry you had to endure such an unpleasant experienceWe are happy that this has ended in a great resolution Due to the secondary nature of our marketplace we do from time to time deal with card values being compromisedWe however are committed to making sure our customers are fully protectedDue to our day guarantee which covers any problem within the first days of purchase, it makes it much more difficult to look into, and resolve issues occurring outside that timeframeWe try to make this very explicit on our website, and we will look into ways of communicating this more clearly We value all of our customers and seek to find resolutions no matter the issue and the amount of time passed In the end, I was happy to resolve this issue with you [redacted] , and look forward to serving you in your future orders Sincerely,