We were able to further review Mr [redacted] case number as well as his Raise order in questionWhen Mr [redacted] called in about his iTunes card, our Member Services agent was able to correct the card’s code and fix the issueThis is how the agents are trained to proceed in an attempt to provide the member with the gift card they originally boughtMr [redacted] then reached out to Raise via social media stating that he did not want his code to be fixed, he would prefer a refundAt this point, we refunded him the full $back to his original source of payment This refund was processed on December 3, We apologize for the initial inconvenience Mr [redacted] encountered with this iTunes card, and we are pleased to have been able to meet his requests
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warrantedOn November 26, 2016, the customer purchased [redacted] e-gift cards for a total value of $1,and a total purchase price of $1,The customer reached out to Raise via phone call on December 7, 2016, expressing the gift cards were all showing as invalid and they were not able to redeem them successfullyThe customer also stated they attempted to consolidate the cards into oneDue to the brand’s redemption instructions, only one gift card may be used per online transactionThis information can also be found under the “Delivery & Redemption” section under “Details” on Raise.comThe supporting agent expressed to the customer that this order would need to be sent to our Gift Card Support Team for further review and they would reach out to the customer after 7-business days On December 26, 2016, the customer contacted Raise again via phone call inquiring about an update regarding this caseThere was a pending refund that was started by the previous agent on this order which was viewable in the customer’s account as “Refund in Progress”The refund was created as a way to quickly resolve the issue once the brand responded back to usThe current supporting agent expressed to the customer that Raise was awaiting response from the brand in order to fully resolve this issue On January 13, 2017, an agent from our Gift Card Support Team reached out to the customer, after receiving word back from the brand, informing him that the brand would replacing these gift cards along with providing the customer an additional $card as an extension of their apologiesDue to this resolution between the brand and the customer, Raise also informed the customer that we would not be refunding the purchase price due the information provided by the brandThe customer reached out to Raise a third time via phone call on January 18, 2017, expressing their displeasure in the resolution Raise provided due to the customer purchasing new gift cards and therefore, having no need for the original orderThe call was escalated to a supervisor who informed the customer we would further review and resolve the issue within a week, after consulting with our Gift Card Support team againOn January 20, 2017, Raise reached out to the customer again via email informing him that the full purchase price refund of $1,was processed to the original payment method and that it should appear on the customer’s bank statement in 3-business daysOverall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the delay in a resolutionWe understand the inconvenience this may have caused and we are actively working on better communicating resolutions between all parties involvedWe hope to better serve this customer in the future and welcome any further questions via email at [redacted]
After receiving Revdex.com complaint number [redacted] , we were able to review the customer’s account and offer the desired resolution to the customer.On September 20th, 2017, the customer listed a $Bergdorf Goodman card for sale on RaiseThis card was listed at a purchase price of $All cards listed on Raise are verified by our Trust & Safety team and are officially live within hours, but some may take longer if further verification is neededThis card went live later that day and sold in Raise Order Number [redacted] The customer received payment on this card on September 25, On October 30, 2017, the buyer of Order Number [redacted] contacted Raise Member Services stating that the brand canceled their orders and all gift cards they used now appeared to show a zero balanceDue to the total number of cards that the buyer inquired about, this request was sent to our Gift Card Support Team for further reviewWhen a request is sent over to this team, the refund remains pending and the seller is not debited until the refund has officially been applied.Unfortunately, due to an error in our system, an email was automatically sent to the customer informing them their card was debited, although no refund had actually been processedAgain, it was still in a pending state, and the customer’s seller account was never officially debitedWe’d like to sincerely apologize to the customer for the confusion that email caused and we are actively working on getting that addressed now.After further review into that order, our Gift Card Support Team found that there was an error with the order with the brandAlthough the order was canceled, the funds are in the process of being returned to the gift card, so the pending refund on Raise’s end will be canceled and the buyer will be able to use the card at their earliest convenienceEvery refund request is further reviewed in order to ensure the validity of the buyer’s claimWe have security measures in place in order to best protect both buyers and sellersAt this time, the pending seller debit was reversed and the customer does not owe Raise any additional funds and there is no further action needed.We would like to consider this case closed as the pending refund was canceled and the customer’s seller account no longer has a negative balanceAn email was sent to the customer via [redacted] @raise.com with a detailed explanation of what occurredWe would again like to apologize for the confusion and the inconvenience that the initial email causedWe will be following up with the buyer as well to inform them of the situation Any follow up questions can be sent via email to [redacted] @raise.com
Initial Business Response / [redacted] (1000, 5, 2014/03/27) */ Dear [redacted] I have read the following case inquiry in regards to order number RXXXXXXXXX and RXXXXXXXXXIn light of the situation and circumstances of your case, I would like to apologize for the inconvenience this has caused you As we discussed on the phone we will be refunding you for the three cards you have not usedWe typically do not accept returns for cards that have been delivered with good working balances but because of your situation and inconvenience we would like to make an exception for youThe refund will be $455.15, which is the amount paid for the three cardsYou will receive an email early next week confirming the refund has been processed We strive to have every gift card listed on our marketplace accurately represented according to its brand specific redemption method and restrictionsRepresenting each gift card type and brand is something that we continually update as we learn of new policies and changes that brands have made for their gift cardsWe appreciate you bringing this to our attention and we will be updating our details for the specific brand you purchased Sincerely, [redacted] Raise Member Services Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/04/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On December 7, the customer purchased a [redacted] gift card from Raise.com with a balance of $for a purchase price of $The customer then contacted Raise Member Services on July 8, and expressed to the serving agent that the gift card did not workAt that time the serving agent informed the customer that the order fell outside of the Day Money-Back Guarantee, and offered a promotional code as well as a $Raise Rewards credit as recompense for this issueThe Raise Guarantee does hold a strict day time frame, and we ask that customers contact us within that time frame in order to receive the best assistance on ordersWhile some brands have information more readily available for us to retrieve, this is not the same of all brands, and to be uniform in all instances, that is in part, why the Raise Guarantee spans the day periodAt the time the customer made the purchase on Raise, we can confirm that the gift card did have the full $balance available for useWe understand that this is an unfavorable situation, but are, unfortunately unable to provide the customer with a refund or replacement card as so much time has passed since the lapse of the Raise Guarantee for this orderWe will continue to ensure that Raise policy is adhered to and properly communicatedWe feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience
After reviewing Revdex.com complaint number [redacted] and the corresponding order number with the Gift Card Support Team, it appears that the current resolution is warrantedThe Gift Card Support Team has been in contact with the Disney brand and were able to confirm that two orders, equalling the total of the gift card amount, were placed on [redacted] through the email address, [redacted] , which is also associated with the customer’s Raise accountThe first order was placed on April 20, 2016, order number [redacted] for a total of $and the second order placed used the gift card for $on August 1, 2016, order number [redacted] Given this information, we are unable to provide the customer with a refund or replacement card per the terms of the Raise Guarantee If this customer has further questions or would like to provide any further information, we encourage the customer to reach out to us at [redacted] At this time we would like to consider the issue resolved and look forward to better serving the customer in the future
After receiving Revdex.com complaint number [redacted] , we were able to review the order in question and offer the customer the desired resolutionOn December 14, 2016, the customer purchased two [redacted] gift cards, one valued at $50.00, and the other valued at $with a purchase price of $24.50, respectfullyThere was also a special $off new user promotional code used in this order( [redacted] ) The customer reached out to Raise via live chat later that day stating that the $value gift card was not working properly and that they were informed by Google that the card was not properly activatedThe supporting agent requested a screenshot of the error message, as this is the procedure Raise has in place as a way to have this information for our records After receiving and reviewing the screenshot provided by the customer, the serving agent informed the customer that this request would need to be sent to our Gift Card Support team for further reviewThis was due to the error message indicating that the card was being redeemed out of the United StatesTypically, our Gift Card Support Team will review the case and have a resolution in 7-business daysThe customer then desired to speak to a supervisor, as he felt the time-frame was not acceptableThe supervisor expressed to the customer the same information and timeframe as the previous supporting agent, which required an additional 7-business days to fully reviewAfter further review, our Gift Card Support Team reached out to the customer on December 16, via email, providing the customer with a full refund, minus promotions in the amount of $for the $valued gift cardWe have also added a $credit in the form of Raise Rewards that will be added to the customer’s account and will automatically deduct from the purchase at checkoutWe would like to consider the issue resolved at this time and hope that the customer finds a refund and complimentary credit a suitable settlementWe also would like to extend our sincerest apology to the customer for the delay in a resolution and we are actively working to minimize our overall response time as to better serve our membersWe welcome any further questions the customer may have at [redacted]
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding Raise account, it appears that the requested resolution has been provided to the customer.The customer sold two gift cards on Raise.com and when payment was attempted to be requested, the customer was unable to do so There was a discrepancy in the customer’s address which caused a disconnect in the payment withdrawal function which prevented the customer from requesting paymentAs this is not something that we are able to change on our end, an agent from our Seller Support Team reached out to the customer to rectify the situationThe customer disconnected from the agent and the team was unable to connect with the customer again to work through the issue.The Seller Support Team worked on our end to address this discrepancy to make sure that the customer was able to receive payment for the gift cards that were soldAs of July 13, 2016, the payment was confirmed as successful on our end and the customer should have received his payment at this time.We sincerely apologize for the trouble and would never want to keep a customer from accessing their fundsAt this time we would like to consider the issue resolved and are happy to have provided the customer with the requested resolution
After receiving Revdex.com complaint number [redacted] , we were able to review the order and offer a solution to the customer.On October 30, 2016, the customer purchased a $value [redacted] gift card for the purchase price of $The customer then contacted Raise via email on November 16, stating that the gift card did not work as intended.At the time of processing the order, Raise was able to validate that the card had a full $value before the card was shipped to the customerThe brand informed the customer that the balance was removed about a week after the order was completed.Once contacted about an issue with a gift card, Raise typically responds within 1-business days and steps in to protect the customer and offer a full refund of the purchase price Our Seller Support team is notified of any continued issues with a particular seller to take any necessary actionThe customer was notified via email on November 18, that a full refund had been processed back to the original payment method, as well as offered a promo code to be used for a future purchase.Overall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the delay in a resolutionWe hope to better serve this customer in the future.Tell us why here
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warrantedOn October 7, the customer purchased a Tommy Hilfiger gift card from Raise.com for a purchase price of $with a value of $ The customer then contacted Raise Member Services on April 24, and expressed to the serving agent that the gift card was not workingThe serving agent explained to the customer that the order fell outside of the Day Monday-Back Guarantee so a refund could not be providedThe Raise Guarantee does not cover requests on orders made outside of days from the date of purchaseHad the customer inquired about this gift card within the first days from the date, with an issue, it would have absolutely been resolvedAs the order was brought to the attention of Raise outside of that day period, no further action can be taken on the orderWe would like to apologize for any inconvenience that this has caused and look forward to better serving the customer again in the future
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you Sincerely, [redacted] ***
Purchased (5) $gift cards from Raise.com They only delivered (3) I contacted Raise.com several times to refund the (2) gift cards that I paid for and they didn't deliver I ended up having to do a charge back with my credit card company Becuase of the chargeback, Raise.com suspended my account
After receiving Revdex.com complaint number [redacted] we were able to review the order in question On August 15, the customer purchased from Raise.com a [redacted] gift card with a value of $for a purchase price of $which was paid for by credit card Raise Member Services was contacted by the customer on January 5, and informed the serving agent that $from the gift card had been used by her and that the remaining balance of $had been compromisedAt that time the order was already outside of the Day Guarantee period so the order had to be escalated to the Gift Card Support Team for further review Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and the customer called in again on February 12, During that phone conversation the customer was informed by the serving agent as well as a supervisor that because the order falls so far outside of the Day Guarantee, Raise would be unable to provide a refundThe supervisor offered to continue to have it reviewed in the case that anything would change, and the customer was ultimately still given the same resolution that Raise would be unable to assist as the order is outside of the guarantee range During further review completed by the Gift Card Support Team it was again determined that no refund could be provided outside of the Day Guarantee and the customer has been notified via emailWe understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support TeamWe will continue to ensure that Raise policy is adhered to and properly communicated We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience
After receiving Revdex.com complaint number [redacted] , we were able to review the complaint and the corresponding order number The customer purchased a [redacted] gift card, along with other gift cards, from Raise.com on January 24, with a balance of $for a purchase price of $On January 11, the customer called in and expressed to the serving agent that the gift card had not arrivedAs the gift card had tracking details showing that it had been successfully mailed out, per Raise policy, we must wait days from the date of purchase to consider a gift card that shows tracking details lost in the mailThe order was escalated to the Gift Card Support Team as the balance on the gift card was no longer full when the status of lost in the mail should have occurredThe Gift Card Support Team determined that the gift card had been successfully used in the customer’s area and the refund was initially denied as it appears that the member did receive the gift card and was able to successfully redeem for multiple purchases The gift card was then refunded in good faith that the member had not been able to use itThis decision was overridden when further investigation determined that the [redacted] gift card and another gift card that had been considered lost in the mail, were both use in the customer’s area At this time, we have again provided a member with a refund for the [redacted] gift card which she should see on her original payment method within 1-business daysWhile the Gift Card Support Team determined that no refund would be provided due to the likely receipt of the gift card and redemption in the customer’s area, we have provided this refund as a courtesy for the trouble and inconvenience this customer has incurred due to the back and forth with this orderWe would like to sincerely apologize for the inconvenience this has caused the customer, and at this time, consider the issue resolved
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***
After receiving 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 two [redacted] gift cards, each in separate orders, on Raise.comRaise Order Number [redacted] contained a $valued gift card with a purchase price of $Raise Order Number contained a $valued gift card with a purchase price of $These two orders were completed within minutes of each otherBoth of these gift cards were egift/vouchers, meaning they would get delivered electronically to both the customer’s Raise account, and email address within hoursAs with all cards listed on Raise, the balances were verified twice, once at the initial listing and once at the time of purchase to ensure a valid balance.The customer contacted Raise Member Services on the same date, informing the supporting agent that both gift cards were showing as zero balanceThe supporting agent informed the customer that this request would have to be sent to our Gift Card Support Team to be reviewedThis gift card was coming from a verified seller, and only some cards are sent over for reviewThis process will take between 7-business days.Our Gift Card Support Team reached back out to the customer on December 18, informing the customer that a refund would not be possible due to the redemption information received from the brandWe have a direct partnership with the brand that allows us to receive this informationThe brand informed us that both cards were used in an online order and an outstanding hold would be placed on both cards until the product was shipped, at which point the cards would be at a zero balanceThe customer insisted the cards were not redeemed, which led to another review in these two cardsOur Gift Card Support Team reached back out to the brand to see if they could provide any additional informationOn December 21, an email was sent to the customer informing them that a refund was not able to be processed due to the new information provided to us by the brandThe email detailed that the initial order placed on December 15, was canceledThe authorization hold was placed due to the brand’s system taking a couple of days to refund the gift cardsThe funds were returned to the gift cards in 2-business daysThe customer had attempted to redeem the gift cards after the order was canceled, but the funds were not yet returned, which explains why they were viewing a zero balance.At this time, we would like to consider this case resolved as both gift cards were redeemed in-store in Plymouth, Massachusetts, which is where the customer is locatedWe would like to sincerely apologize to the customer for the confusion and the time it took to resolve this issueWe are happy to see that they were able to redeem the gift cards however, and we hope to better serve the customer in the futureAny additional questions or concerns can be sent via email to [redacted] @raise.com
After again reviewing Revdex.com complaint number [redacted] the originally requested resolution has already been provided to the customer.We understand that this has been a frustrating situation for the customer, and it never should have been that wayAll physical gift cards are sent directly from the seller to the buyer, similar to other marketplace purchasesWhile the gift card numbers are confirmed multiple times before the transaction is completed, in these particular cases, the gift cards no longer had the full value when they reached the customer via USPSAll sellers that have an issue, whether it be a balance issue or otherwise, have a review with the Seller Support TeamThis team reviews the issue or issues at hand, and in some cases fees will apply and in others, sellers may be permanently banned from the websiteWe want to assure the customer that his purchase price is guaranteed by the Day Money-Back Guarantee, and that the sellers of the two gift cards that he purchased will be, if they have not already been, dealt with by the Seller Support Team.At this time, we would like to consider this issue resolved and are happy to have provided the customer with the requested resolution
Using them for physical gifts cards is horribleI ordered four cards for ***Received three in a couple of weeks, but after waiting a month, I contacted them and was told I'd get a refundOrdered another one, over a week later, I got an email telling me that there was a problem with the order and I'd get a refundOrdered another one, hoping that I'd finally be able to go to [redacted] and get my itemsWaited over a week, went to [redacted] with my four cardsTwo of them from the original order workedAnother from the original order wouldn't readAnd the last one for which I had to try three time to get, had a zero balance on itCalled up support and they told me that I now have to go back to [redacted] (an hour drive) and get a transaction history on the two cardsHow am I supposed to do that when one of the cards won't even get read by them? Absolutely disgusting customer service
Dear Mr [redacted] ,After receiving your complaint, we were able to review your order and gift card in questionOn November 16, our Gift Card Support Team determined that the ***’s card in your order Rwas indeed closed by the brand and therefore a refund was neededThis circumstance is covered by our Day Guarantee and your purchase price was refundedThe refund was processed the same day and the funds ($264.05) were released from RaiseWhen you contacted us again to let us know the refund had not been reflected on your bank account, a Member Services agent confirmed the refund in our payment processing systemThis system allows us to see exactly when and where a refund was processedYour refund for $was processed to your [redacted] ending in at 4:p.mCSTFrom there, it is up to your bank to ensure that these funds are reapplied to your accountIf you still have not seen a refund after it has been released from us, you will need to contact your financial institution to inquire into the statusThis is what our Member Services agent suggested as a next step on 11/In conclusion, your gift card purchase was covered by our Day Guarantee as stated on our website and your refund was fully processed by RaiseWe apologize for any inconvenience and encourage you to contact Member Services with any further questions or concerns
After again reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to provider the customer with a different resolution.We apologize for any confusion, but Raise was not notified by [redacted] that there was an issue with the gift cardOnce a gift card has been processed into an order, the verification process has already been completed and the order is not reopened by Raise unless a member brings the order to our attentionThis order was brough to Raise attention on July 11, and that is the first time, since the time the order was purchased, that the order was reopened by RaiseHad we at Raise been notified or somehow aware that the gift card had an issue while it was within the Day Money-Back Guarantee time frame, a refund would have been issued to the customerAs this issue was not brought to our attention until July 11,2016, more than a year past the order date, a refund or replacement card could not be providedSimilar to a warranty, the Raise Guarantee holds a strict time frame, and all requests for a refund received outside of that day period will not be honoredWe will continue to ensure that Raise policy is adhered to and properly communicated We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience
We were able to further review Mr [redacted] case number as well as his Raise order in questionWhen Mr [redacted] called in about his iTunes card, our Member Services agent was able to correct the card’s code and fix the issueThis is how the agents are trained to proceed in an attempt to provide the member with the gift card they originally boughtMr [redacted] then reached out to Raise via social media stating that he did not want his code to be fixed, he would prefer a refundAt this point, we refunded him the full $back to his original source of payment This refund was processed on December 3, We apologize for the initial inconvenience Mr [redacted] encountered with this iTunes card, and we are pleased to have been able to meet his requests
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warrantedOn November 26, 2016, the customer purchased [redacted] e-gift cards for a total value of $1,and a total purchase price of $1,The customer reached out to Raise via phone call on December 7, 2016, expressing the gift cards were all showing as invalid and they were not able to redeem them successfullyThe customer also stated they attempted to consolidate the cards into oneDue to the brand’s redemption instructions, only one gift card may be used per online transactionThis information can also be found under the “Delivery & Redemption” section under “Details” on Raise.comThe supporting agent expressed to the customer that this order would need to be sent to our Gift Card Support Team for further review and they would reach out to the customer after 7-business days On December 26, 2016, the customer contacted Raise again via phone call inquiring about an update regarding this caseThere was a pending refund that was started by the previous agent on this order which was viewable in the customer’s account as “Refund in Progress”The refund was created as a way to quickly resolve the issue once the brand responded back to usThe current supporting agent expressed to the customer that Raise was awaiting response from the brand in order to fully resolve this issue On January 13, 2017, an agent from our Gift Card Support Team reached out to the customer, after receiving word back from the brand, informing him that the brand would replacing these gift cards along with providing the customer an additional $card as an extension of their apologiesDue to this resolution between the brand and the customer, Raise also informed the customer that we would not be refunding the purchase price due the information provided by the brandThe customer reached out to Raise a third time via phone call on January 18, 2017, expressing their displeasure in the resolution Raise provided due to the customer purchasing new gift cards and therefore, having no need for the original orderThe call was escalated to a supervisor who informed the customer we would further review and resolve the issue within a week, after consulting with our Gift Card Support team againOn January 20, 2017, Raise reached out to the customer again via email informing him that the full purchase price refund of $1,was processed to the original payment method and that it should appear on the customer’s bank statement in 3-business daysOverall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the delay in a resolutionWe understand the inconvenience this may have caused and we are actively working on better communicating resolutions between all parties involvedWe hope to better serve this customer in the future and welcome any further questions via email at [redacted]
After receiving Revdex.com complaint number [redacted] , we were able to review the customer’s account and offer the desired resolution to the customer.On September 20th, 2017, the customer listed a $Bergdorf Goodman card for sale on RaiseThis card was listed at a purchase price of $All cards listed on Raise are verified by our Trust & Safety team and are officially live within hours, but some may take longer if further verification is neededThis card went live later that day and sold in Raise Order Number [redacted] The customer received payment on this card on September 25, On October 30, 2017, the buyer of Order Number [redacted] contacted Raise Member Services stating that the brand canceled their orders and all gift cards they used now appeared to show a zero balanceDue to the total number of cards that the buyer inquired about, this request was sent to our Gift Card Support Team for further reviewWhen a request is sent over to this team, the refund remains pending and the seller is not debited until the refund has officially been applied.Unfortunately, due to an error in our system, an email was automatically sent to the customer informing them their card was debited, although no refund had actually been processedAgain, it was still in a pending state, and the customer’s seller account was never officially debitedWe’d like to sincerely apologize to the customer for the confusion that email caused and we are actively working on getting that addressed now.After further review into that order, our Gift Card Support Team found that there was an error with the order with the brandAlthough the order was canceled, the funds are in the process of being returned to the gift card, so the pending refund on Raise’s end will be canceled and the buyer will be able to use the card at their earliest convenienceEvery refund request is further reviewed in order to ensure the validity of the buyer’s claimWe have security measures in place in order to best protect both buyers and sellersAt this time, the pending seller debit was reversed and the customer does not owe Raise any additional funds and there is no further action needed.We would like to consider this case closed as the pending refund was canceled and the customer’s seller account no longer has a negative balanceAn email was sent to the customer via [redacted] @raise.com with a detailed explanation of what occurredWe would again like to apologize for the confusion and the inconvenience that the initial email causedWe will be following up with the buyer as well to inform them of the situation Any follow up questions can be sent via email to [redacted] @raise.com
Initial Business Response / [redacted] (1000, 5, 2014/03/27) */ Dear [redacted] I have read the following case inquiry in regards to order number RXXXXXXXXX and RXXXXXXXXXIn light of the situation and circumstances of your case, I would like to apologize for the inconvenience this has caused you As we discussed on the phone we will be refunding you for the three cards you have not usedWe typically do not accept returns for cards that have been delivered with good working balances but because of your situation and inconvenience we would like to make an exception for youThe refund will be $455.15, which is the amount paid for the three cardsYou will receive an email early next week confirming the refund has been processed We strive to have every gift card listed on our marketplace accurately represented according to its brand specific redemption method and restrictionsRepresenting each gift card type and brand is something that we continually update as we learn of new policies and changes that brands have made for their gift cardsWe appreciate you bringing this to our attention and we will be updating our details for the specific brand you purchased Sincerely, [redacted] Raise Member Services Manager Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/04/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On December 7, the customer purchased a [redacted] gift card from Raise.com with a balance of $for a purchase price of $The customer then contacted Raise Member Services on July 8, and expressed to the serving agent that the gift card did not workAt that time the serving agent informed the customer that the order fell outside of the Day Money-Back Guarantee, and offered a promotional code as well as a $Raise Rewards credit as recompense for this issueThe Raise Guarantee does hold a strict day time frame, and we ask that customers contact us within that time frame in order to receive the best assistance on ordersWhile some brands have information more readily available for us to retrieve, this is not the same of all brands, and to be uniform in all instances, that is in part, why the Raise Guarantee spans the day periodAt the time the customer made the purchase on Raise, we can confirm that the gift card did have the full $balance available for useWe understand that this is an unfavorable situation, but are, unfortunately unable to provide the customer with a refund or replacement card as so much time has passed since the lapse of the Raise Guarantee for this orderWe will continue to ensure that Raise policy is adhered to and properly communicatedWe feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience
After reviewing Revdex.com complaint number [redacted] and the corresponding order number with the Gift Card Support Team, it appears that the current resolution is warrantedThe Gift Card Support Team has been in contact with the Disney brand and were able to confirm that two orders, equalling the total of the gift card amount, were placed on [redacted] through the email address, [redacted] , which is also associated with the customer’s Raise accountThe first order was placed on April 20, 2016, order number [redacted] for a total of $and the second order placed used the gift card for $on August 1, 2016, order number [redacted] Given this information, we are unable to provide the customer with a refund or replacement card per the terms of the Raise Guarantee If this customer has further questions or would like to provide any further information, we encourage the customer to reach out to us at [redacted] At this time we would like to consider the issue resolved and look forward to better serving the customer in the future
After receiving Revdex.com complaint number [redacted] , we were able to review the order in question and offer the customer the desired resolutionOn December 14, 2016, the customer purchased two [redacted] gift cards, one valued at $50.00, and the other valued at $with a purchase price of $24.50, respectfullyThere was also a special $off new user promotional code used in this order( [redacted] ) The customer reached out to Raise via live chat later that day stating that the $value gift card was not working properly and that they were informed by Google that the card was not properly activatedThe supporting agent requested a screenshot of the error message, as this is the procedure Raise has in place as a way to have this information for our records After receiving and reviewing the screenshot provided by the customer, the serving agent informed the customer that this request would need to be sent to our Gift Card Support team for further reviewThis was due to the error message indicating that the card was being redeemed out of the United StatesTypically, our Gift Card Support Team will review the case and have a resolution in 7-business daysThe customer then desired to speak to a supervisor, as he felt the time-frame was not acceptableThe supervisor expressed to the customer the same information and timeframe as the previous supporting agent, which required an additional 7-business days to fully reviewAfter further review, our Gift Card Support Team reached out to the customer on December 16, via email, providing the customer with a full refund, minus promotions in the amount of $for the $valued gift cardWe have also added a $credit in the form of Raise Rewards that will be added to the customer’s account and will automatically deduct from the purchase at checkoutWe would like to consider the issue resolved at this time and hope that the customer finds a refund and complimentary credit a suitable settlementWe also would like to extend our sincerest apology to the customer for the delay in a resolution and we are actively working to minimize our overall response time as to better serve our membersWe welcome any further questions the customer may have at [redacted]
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding Raise account, it appears that the requested resolution has been provided to the customer.The customer sold two gift cards on Raise.com and when payment was attempted to be requested, the customer was unable to do so There was a discrepancy in the customer’s address which caused a disconnect in the payment withdrawal function which prevented the customer from requesting paymentAs this is not something that we are able to change on our end, an agent from our Seller Support Team reached out to the customer to rectify the situationThe customer disconnected from the agent and the team was unable to connect with the customer again to work through the issue.The Seller Support Team worked on our end to address this discrepancy to make sure that the customer was able to receive payment for the gift cards that were soldAs of July 13, 2016, the payment was confirmed as successful on our end and the customer should have received his payment at this time.We sincerely apologize for the trouble and would never want to keep a customer from accessing their fundsAt this time we would like to consider the issue resolved and are happy to have provided the customer with the requested resolution
After receiving Revdex.com complaint number [redacted] , we were able to review the order and offer a solution to the customer.On October 30, 2016, the customer purchased a $value [redacted] gift card for the purchase price of $The customer then contacted Raise via email on November 16, stating that the gift card did not work as intended.At the time of processing the order, Raise was able to validate that the card had a full $value before the card was shipped to the customerThe brand informed the customer that the balance was removed about a week after the order was completed.Once contacted about an issue with a gift card, Raise typically responds within 1-business days and steps in to protect the customer and offer a full refund of the purchase price Our Seller Support team is notified of any continued issues with a particular seller to take any necessary actionThe customer was notified via email on November 18, that a full refund had been processed back to the original payment method, as well as offered a promo code to be used for a future purchase.Overall, we are pleased to have resolved this issue and we also want to extend our sincerest apology to the customer for the delay in a resolutionWe hope to better serve this customer in the future.Tell us why here
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warrantedOn October 7, the customer purchased a Tommy Hilfiger gift card from Raise.com for a purchase price of $with a value of $ The customer then contacted Raise Member Services on April 24, and expressed to the serving agent that the gift card was not workingThe serving agent explained to the customer that the order fell outside of the Day Monday-Back Guarantee so a refund could not be providedThe Raise Guarantee does not cover requests on orders made outside of days from the date of purchaseHad the customer inquired about this gift card within the first days from the date, with an issue, it would have absolutely been resolvedAs the order was brought to the attention of Raise outside of that day period, no further action can be taken on the orderWe would like to apologize for any inconvenience that this has caused and look forward to better serving the customer again in the future
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meThank you Sincerely, [redacted] ***
Purchased (5) $gift cards from Raise.com They only delivered (3) I contacted Raise.com several times to refund the (2) gift cards that I paid for and they didn't deliver I ended up having to do a charge back with my credit card company Becuase of the chargeback, Raise.com suspended my account
After receiving Revdex.com complaint number [redacted] we were able to review the order in question On August 15, the customer purchased from Raise.com a [redacted] gift card with a value of $for a purchase price of $which was paid for by credit card Raise Member Services was contacted by the customer on January 5, and informed the serving agent that $from the gift card had been used by her and that the remaining balance of $had been compromisedAt that time the order was already outside of the Day Guarantee period so the order had to be escalated to the Gift Card Support Team for further review Regrettably, our Gift Card Support Team was unable to respond in a timely fashion and the customer called in again on February 12, During that phone conversation the customer was informed by the serving agent as well as a supervisor that because the order falls so far outside of the Day Guarantee, Raise would be unable to provide a refundThe supervisor offered to continue to have it reviewed in the case that anything would change, and the customer was ultimately still given the same resolution that Raise would be unable to assist as the order is outside of the guarantee range During further review completed by the Gift Card Support Team it was again determined that no refund could be provided outside of the Day Guarantee and the customer has been notified via emailWe understand that this is an unacceptable time frame for a customer to wait for a resolution and we are actively working to minimize our response times for the Gift Card Support TeamWe will continue to ensure that Raise policy is adhered to and properly communicated We feel that this issue has been resolved in accordance with the Raise guarantee and apologize for any inconvenience
After receiving Revdex.com complaint number [redacted] , we were able to review the complaint and the corresponding order number The customer purchased a [redacted] gift card, along with other gift cards, from Raise.com on January 24, with a balance of $for a purchase price of $On January 11, the customer called in and expressed to the serving agent that the gift card had not arrivedAs the gift card had tracking details showing that it had been successfully mailed out, per Raise policy, we must wait days from the date of purchase to consider a gift card that shows tracking details lost in the mailThe order was escalated to the Gift Card Support Team as the balance on the gift card was no longer full when the status of lost in the mail should have occurredThe Gift Card Support Team determined that the gift card had been successfully used in the customer’s area and the refund was initially denied as it appears that the member did receive the gift card and was able to successfully redeem for multiple purchases The gift card was then refunded in good faith that the member had not been able to use itThis decision was overridden when further investigation determined that the [redacted] gift card and another gift card that had been considered lost in the mail, were both use in the customer’s area At this time, we have again provided a member with a refund for the [redacted] gift card which she should see on her original payment method within 1-business daysWhile the Gift Card Support Team determined that no refund would be provided due to the likely receipt of the gift card and redemption in the customer’s area, we have provided this refund as a courtesy for the trouble and inconvenience this customer has incurred due to the back and forth with this orderWe would like to sincerely apologize for the inconvenience this has caused the customer, and at this time, consider the issue resolved
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***
After receiving 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 two [redacted] gift cards, each in separate orders, on Raise.comRaise Order Number [redacted] contained a $valued gift card with a purchase price of $Raise Order Number contained a $valued gift card with a purchase price of $These two orders were completed within minutes of each otherBoth of these gift cards were egift/vouchers, meaning they would get delivered electronically to both the customer’s Raise account, and email address within hoursAs with all cards listed on Raise, the balances were verified twice, once at the initial listing and once at the time of purchase to ensure a valid balance.The customer contacted Raise Member Services on the same date, informing the supporting agent that both gift cards were showing as zero balanceThe supporting agent informed the customer that this request would have to be sent to our Gift Card Support Team to be reviewedThis gift card was coming from a verified seller, and only some cards are sent over for reviewThis process will take between 7-business days.Our Gift Card Support Team reached back out to the customer on December 18, informing the customer that a refund would not be possible due to the redemption information received from the brandWe have a direct partnership with the brand that allows us to receive this informationThe brand informed us that both cards were used in an online order and an outstanding hold would be placed on both cards until the product was shipped, at which point the cards would be at a zero balanceThe customer insisted the cards were not redeemed, which led to another review in these two cardsOur Gift Card Support Team reached back out to the brand to see if they could provide any additional informationOn December 21, an email was sent to the customer informing them that a refund was not able to be processed due to the new information provided to us by the brandThe email detailed that the initial order placed on December 15, was canceledThe authorization hold was placed due to the brand’s system taking a couple of days to refund the gift cardsThe funds were returned to the gift cards in 2-business daysThe customer had attempted to redeem the gift cards after the order was canceled, but the funds were not yet returned, which explains why they were viewing a zero balance.At this time, we would like to consider this case resolved as both gift cards were redeemed in-store in Plymouth, Massachusetts, which is where the customer is locatedWe would like to sincerely apologize to the customer for the confusion and the time it took to resolve this issueWe are happy to see that they were able to redeem the gift cards however, and we hope to better serve the customer in the futureAny additional questions or concerns can be sent via email to [redacted] @raise.com
After again reviewing Revdex.com complaint number [redacted] the originally requested resolution has already been provided to the customer.We understand that this has been a frustrating situation for the customer, and it never should have been that wayAll physical gift cards are sent directly from the seller to the buyer, similar to other marketplace purchasesWhile the gift card numbers are confirmed multiple times before the transaction is completed, in these particular cases, the gift cards no longer had the full value when they reached the customer via USPSAll sellers that have an issue, whether it be a balance issue or otherwise, have a review with the Seller Support TeamThis team reviews the issue or issues at hand, and in some cases fees will apply and in others, sellers may be permanently banned from the websiteWe want to assure the customer that his purchase price is guaranteed by the Day Money-Back Guarantee, and that the sellers of the two gift cards that he purchased will be, if they have not already been, dealt with by the Seller Support Team.At this time, we would like to consider this issue resolved and are happy to have provided the customer with the requested resolution
Using them for physical gifts cards is horribleI ordered four cards for ***Received three in a couple of weeks, but after waiting a month, I contacted them and was told I'd get a refundOrdered another one, over a week later, I got an email telling me that there was a problem with the order and I'd get a refundOrdered another one, hoping that I'd finally be able to go to [redacted] and get my itemsWaited over a week, went to [redacted] with my four cardsTwo of them from the original order workedAnother from the original order wouldn't readAnd the last one for which I had to try three time to get, had a zero balance on itCalled up support and they told me that I now have to go back to [redacted] (an hour drive) and get a transaction history on the two cardsHow am I supposed to do that when one of the cards won't even get read by them? Absolutely disgusting customer service
Dear Mr [redacted] ,After receiving your complaint, we were able to review your order and gift card in questionOn November 16, our Gift Card Support Team determined that the ***’s card in your order Rwas indeed closed by the brand and therefore a refund was neededThis circumstance is covered by our Day Guarantee and your purchase price was refundedThe refund was processed the same day and the funds ($264.05) were released from RaiseWhen you contacted us again to let us know the refund had not been reflected on your bank account, a Member Services agent confirmed the refund in our payment processing systemThis system allows us to see exactly when and where a refund was processedYour refund for $was processed to your [redacted] ending in at 4:p.mCSTFrom there, it is up to your bank to ensure that these funds are reapplied to your accountIf you still have not seen a refund after it has been released from us, you will need to contact your financial institution to inquire into the statusThis is what our Member Services agent suggested as a next step on 11/In conclusion, your gift card purchase was covered by our Day Guarantee as stated on our website and your refund was fully processed by RaiseWe apologize for any inconvenience and encourage you to contact Member Services with any further questions or concerns
After again reviewing Revdex.com complaint number [redacted] we are, unfortunately, unable to provider the customer with a different resolution.We apologize for any confusion, but Raise was not notified by [redacted] that there was an issue with the gift cardOnce a gift card has been processed into an order, the verification process has already been completed and the order is not reopened by Raise unless a member brings the order to our attentionThis order was brough to Raise attention on July 11, and that is the first time, since the time the order was purchased, that the order was reopened by RaiseHad we at Raise been notified or somehow aware that the gift card had an issue while it was within the Day Money-Back Guarantee time frame, a refund would have been issued to the customerAs this issue was not brought to our attention until July 11,2016, more than a year past the order date, a refund or replacement card could not be providedSimilar to a warranty, the Raise Guarantee holds a strict time frame, and all requests for a refund received outside of that day period will not be honoredWe 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