After receiving Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the customer.On July 14, 2014, the customer purchased a $valued [redacted] gift card for a purchase price of $The customer also used a $off first time user promo code that made the order total $This was an egift/voucher that was to be delivered to both the customer’s Raise account and email within hoursAs with all cards listed on the Raise Marketplace, this card was verified twice, once at the initial listing and once at the time of purchase to ensure a valid balanceOn December 4, 2017, the customer reached out to Raise Member Services and informed the supporting agent that the card they were attempting to use was showing as a zero balanceDue to the time that had passed since the order was originally placed, the supporting agent was not able to offer a refund under our Year Money-Back GuaranteeThis call was escalated to a supervisor on our Member Services team, who informed the customer of the same information that the supporting agent providedOur Year Money-Back Guarantee is in place to protect buyers’ purchase price in the event a card is showing as invalid, or inaccurate balance(https://www.raise.com/guarantee)At the time this card was purchased, Raise had a 60-Day Money-Back GuaranteeIn the summer of 2015, this Guarantee was changed to a 100-Day Money-Back GuaranteeThis was changed to a full Year Money-Back Guarantee in January of Even after applying all of these time-frames to the initial order, the order still fell outside of the GuaranteeUnfortunately, due to the amount of time that has passed since this order was placed, Raise will not be able to offer a full purchase price refund for this cardHowever, we would still like to offer the customer $in Raise Rewards that can be used at their earliest convenienceAlthough this is not the full purchase price covered under our Year Money-Back Guarantee, we would like to still provide the customer with this credit in hopes of resolving this issueWe will continue to review the order, and will follwith the seller to find out more information about this card, and what caused this card to be invalidAt this time, we would like to consider this issue resolved under our Year Money-Back GuaranteeThe customer may email [redacted] @raise.com at their earliest convenience, and we will be more than happy to provide the customer with the rewards in their accountWe 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 inconvenienceWe are also happy to answer any additional questions the customer may have via email at [redacted] @raise.com
After receiving Revdex.com complaint number [redacted] , we were able to review the order in questionOn August 8th, 2015, the customer placed an order on Raise.com for six [redacted] ***d eGift cardsThe gift cards in question were each purchased with a value of $for a purchase price of $which the customer paid for by credit cardThe customer contacted Raise Member Services on February 12th, via phone call and expressed the the two gift cards in question then had a $balance without having been used by the customerThe member shortly after received confirmation via email that the order could not have any further action taken as it falls too far outside of the Day GuaranteeWhile there is no expiration on the the gift cards, the Raise Day Guarantee does only guarantee the purchase price 100% for the first days after the date of purchaseWe appreciate the customer’s business and understand that while the Day Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be an inconvenience and offered the member a promotional code for $off an order of $or moreWe 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
Complaint: [redacted] I am rejecting this response because:The lengthy explanation of the purchase process acknowledges its confusing natureLook at their return policy: https://www.raise.com/return-policyThere is nothing there that exempts them from a misleading purchase process and confusionThis is a clear case of ADVERTISINGThat combined with their rude customer service has not led to a resolution on this processDue to my immediacy of contact with them following the purchase, there is absolutely ZERO reason they could not cancel or refund the portion that was NEVER INTENDED to be purchasedBuyer beware, this company will steal your money, insult you and do nothing to try and resolve the situation Sincerely, [redacted] ***After receiving and reviewing Revdex.com complaint number and the corresponding order number, it appears that the current resolution is warranted.On October 5, the customer placed an order on the Raise marketplace for Lowe’s (In Store Only) gift cards totalling a purchase price of $After placing this order, the customer contacted Raise Member Services via our online chat service expressing that he had purchased the incorrect amount of gift cards and had purchased too much, wanting to return a portion of the orderUnfortunately, the Raise Guarantee does not cover instances where a customer over purchases the intended amount.The checkout process on Raise has three stages once the items have been put into the cartThe first page lists all of the gift cards that are in the cart with their purchase prices and values on the left side of the screenOn the right side there is Summary which includes the total and the amount that is being savedOnce the customer selects the button that says Proceed To Checkout, the customer is taken to a screen where payment information can be entered on the left side of the screenOn the right upper corner there is another list of all the gift cards that are being purchased, with their respective values and purchases pricesBelow that is the order total that the customer will payAfter hitting Submit, the order is placed and the customer is taken to a screen to review their receipt.While we understand that the customer may have been confused during the process, the value and purchase price of each gift card that is being purchased is available on every page of the checkout process along with the purchase totalThis being the case, and the Raise Guarantee not covering gift cards will a valid balance, we are unable to refund for this order.We would like to apologize for any inconvenience that this has caused the customer, and would like to consider the issue resolved at this time.After receiving and reviewing Revdex.com complaint number and the corresponding order number, it appears that the current resolution is warranted.On October 5, the customer placed an order on the Raise marketplace for Lowe’s (In Store Only) gift cards totalling a purchase price of $After placing this order, the customer contacted Raise Member Services via our online chat service expressing that he had purchased the incorrect amount of gift cards and had purchased too much, wanting to return a portion of the orderUnfortunately, the Raise Guarantee does not cover instances where a customer over purchases the intended amount.The checkout process on Raise has three stages once the items have been put into the cartThe first page lists all of the gift cards that are in the cart with their purchase prices and values on the left side of the screenOn the right side there is Summary which includes the total and the amount that is being savedOnce the customer selects the button that says Proceed To Checkout, the customer is taken to a screen where payment information can be entered on the left side of the screenOn the right upper corner there is another list of all the gift cards that are being purchased, with their respective values and purchases pricesBelow that is the order total that the customer will payAfter hitting Submit, the order is placed and the customer is taken to a screen to review their receipt.While we understand that the customer may have been confused during the process, the value and purchase price of each gift card that is being purchased is available on every page of the checkout process along with the purchase totalThis being the case, and the Raise Guarantee not covering gift cards will a valid balance, we are unable to refund for this order.We would like to apologize for any inconvenience that this has caused the customer, and would like to consider the issue resolved at this time
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10977905, and find that this resolution is satisfactory to me Sincerely, Jason ***
We were able to further review Revdex.com complaint [redacted] as well as the customer’s two orders and Raise accountThe customer placed her first order ( [redacted] on January for a $ [redacted] gift cardShe called our Member Services line after she was unable to use her gift card onlineThe order was then sent to our Gift Card Support Team for further review due to the high value of the gift card Her second order ( [redacted] was placed shortly after her first orderThe customer had also sent an email about this gift card having a zero balanceThis order was sent to our Gift Card Support Team as well Unfortunately our team did not provide a resolution in a timely mannerWe have now applied refunds for both orders, which will be credited back to the original payment sourceA confirmation email has been sent for each email as well We sincerely apologize for the trouble with both of these orders as well as the delay in responseWe are consistently working to improve our communication with members as well as prevent card problems such as these from occurring We hope to further serve this customer in the future and encourage her to contact Member Services should any questions arise
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On December 5, the customer purchased a [redacted] gift card with a balance of $for a purchase price of $The customer then contacted Raise Member Services on July 16, and expressed to the serving agent that the eGift card was no longer being accepted at [redacted] ***At that time the serving agent offered to reach out to the seller of the gift card, as a courtesy, as the sellers are only required to hold the physical copy of a gift card sold as an eGift/voucher, for days from the purchase dateAt that time, sellers discard or destroy the physical cards to prevent unauthorized use of the physical version of the cardUnfortunately, the seller of the gift card had discarded the gift card and no longer had the physical gift card to send to the buyerAs the Raise Guarantee for this order lapsed as of March 14, 2016, no further action could be taken on the orderThe Raise Guarantee is in place to protect the purchase price of a gift card for the first days from the purchase dateAfter that time, we are happy to look into a gift card but cannot guarantee a refund or replacement in the same way we would within daysWhile we understand this has been an unfavorable situation for the customer and are unable to provide a refund or replacement card, we would like to offer a Raise Rewards credit of $100.00, to use toward a future purchase on Raise, as recompense for this issue.The credit has been placed into the customer’s Raise account and will automatically apply to the next purchase made on Raise through the customer’s account.We would like to offer the customer our sincerest apologies for any inconvenience caused by this order and would like to consider the issue resolved at this time
After again reviewing Revdex.com complaint number [redacted] and the corresponding order number, we are able to provide the customer with a different resolution.As a one time courtesy, we have refunded the customer for all four of the [redacted] gift cardsUsually we are unable to provide a refund outside of days from the purchase date, the time period of the Raise Guarantee, but in this case we are happy to make this exception.An email confirmation has been sent to the customer regarding the refund, and it will show on the customer’s original payment source in 1-business daysWe appreciate the customer’s patience throughout this resolution and hope the better serve them again in the future
We were able to further review Revdex.com case number [redacted] as well as the customer’s Raise accountOverall, we are pleased to have been able to address this customer’s concernsThe customer placed order [redacted] on October 29, This order contained physical [redacted] gift cardsOn December 4, 2015, the customer sent an email to our Member Services Team after finding some of the gift cards from this order were invalidUnfortunately, our team was unable to provide a response in an appropriate time frameOn January 8, our Member Services Team sent a follow up email confirming which of the gift cards had an issue and told the member that the order would be forwarded to our Refund Team for them to review Again, our Refund Team failed to give the customer an update in the timeframe promised in the initial emailOn February 5, our Refund Team was able to confirm that ten of the gift cards in this order had encountered an activation issueA refund for $was then processed back to the customer’s original payment sourceThey were advised that it may take 1-business days for their bank to credit their accountWe are extremely sorry for the length of time it took for this matter to be resolvedAs we continue to grow, we are actively adding support to all of our teams to better serve our customersWe encourage the customer to give us a call at [redacted] if any other questions or concerns ariseWe would be happy tohelp however we can
After receiving Revdex.com complaint number [redacted] , we were able to review the customer’s Raise account and have already provided the requested solution to the customer.The customer sold a [redacted] card through the Raise marketplace on July 14, with a balance of $for a purchase price of $ After it was purchased through Raise, the buyer contacted the Member Services Team and expressed that the gift card did not work for a purchase, so the purchase was refunded of the buyer and the funds were removed from the buyerAfter this occurrence, the seller contacted Raise and informed the Member Services Team that the buyer did indeed use the card, as the seller did not, and was able to provide a transaction history for this particular gift cardAs this proof was submitted, the debit on the seller’s account was reversed and there is now no negative balance on the accountThe account does still currently have a hold on it, but this does not take access away from gift cards purchased through RaiseAny gift card in the customer’s account can still be accessed through the web browser but will not be available in the appThis hold prevents any gift cards from being purchased or sold on the marketplace through this particular accountThe account will remain in this state unless the customer agrees to the terms set forth by the Seller Support Team, to provide proof of purchase on future gift card listings due to the volume of gift cards being sold through this particular Raise account.We would like to apologize for any inconvenience this has caused, and if the customer has any further questions, the Seller Support Team is more than happy to provide further information
We were able to further review Revdex.com case number [redacted] as well as the customer’s Raise accountOverall, we are pleased to have been able to addressthis customer’s concerns.The customer placed order [redacted] on October 29, This order contained physical [redacted] gift cardsOn December 4, 2015, the customer sentan email to our Member Services Team after finding some of the gift cards from this order were invalidUnfortunately, our team was unable to provide a response in an appropriate time frame.On January 8, our Member Services Team sent a follow up email confirming which of the gift cards had an issue and told the member that the order would be forwarded to our Refund Team for them to reviewAgain, our Refund Team failed to give the customer an update in the timeframe promised in the initial emailOn February 5, our Refund Team was able toconfirm that ten of the gift cards in this order had encountered an activation issueA refund for $was then processed back to the customer’s original payment sourceThey were advised that it may take 1-business days for their bank to credit their account.We are extremely sorry for the length of time it took for this matter to be resolvedAs we continue to grow, we are actively adding support to all of our teams to better serve our customersWe encourage the customer to give us a call at [redacted] if any other questions or concerns ariseWe would be happy tohelp however we can
After receiving Revdex.com complaint number [redacted] we again reviewed the order and are, unfortunately, unable offer a different resolution.At this time, Raise has fully refunded the purchase to the customer and confirmed that the transaction returned to the customer’s account was successfulWhen the customer contacted Raise the first time on April 8, 2016, before placing his order, he did ask questions about using Raise gift cards outside of the United States, at which time, the serving agent did answer all of the customer’s questionsWhile Raise does express that we are unable to process transactions outside of the United States, we understand that this specific instance was unfortunateWe would like to apologize for any confusion or inconvenience this may have caused and consider the issue resolved at this time
Initial Business Response / [redacted] (1000, 8, 2015/02/19) */ Response to Revdex.com complaint # XXXXXXXX Dear [redacted] Thanks for taking the time to contact us through the Revdex.comI have reviewed your complaint in its entiretyI am very sorry you have had this issue concerning the Home Depot gift card, but I am glad in the end we could resolve it Our Gift Card Support Team is equipped to research and identify specific situations with gift cards from all different types of merchantsThis can take some time depending on the events and subsequent information gatheredBy far, the average time for processing a complaint is less than hoursIn your case it took longerI apologize for thatWe also initially came to a conclusion we didn't feel comfortable committing toWe appreciate your patience and understanding in this instance I was glad to make sure a check for $was sent out to you as a refund for the gift card in the order RXXXXXXXXX If there is anything else we can do for you please let me know Sincerely, [redacted] Raise Member Services
After receiving Revdex.com complaint number 11954010, we were able to review the issue at hand and provide the customer with an explanationOn November 25, 2016, the customer listed a [redacted] gift card for sale at a purchase price of $and a value of $Typically, cards listed on Raise are officially active on the marketplace within hours but may be subject to further verificationBecause this gift card was a travel card (any card associated with hotel stays, airline travel, cruises, etc.), Raise has an internal policy stating the card must be active and/or held for days before we are able to officially list it on our marketplace.On December 1, 2016, our Seller Support Team reached out to the customer via email asking for further verification of the gift cardThe customer responded to the questions asked and also uploaded an image of the gift card via their Raise account on December 7, Unfortunately, since the image of the card showed the card being activated on the same date it was listed, the card could not be approved until the days had passed, which was January 9, 2017.The card was officially listed and approved on January 9, and it sold in Order Number [redacted] on January 10, The customer requested payment via ACH Direct Deposit on January 19, As our Seller Support team approves every single payment requested on Raise, a supporting agent reached out on January 23, asking for further verification as the name on the account and the name on the credit card used for verification did not matchPer our Terms of Use, Section 3(e), Raise may require additional verification, including, without limitation, a copy of a valid driver’s license (or other form of identification) prior to or after listing Gift cards for sale(https://www.raise.com/terms) The supporting agent requested valid forms of ID for both parties on the account, due to the mismatch in information.The pending payment was canceled due to no response from the customer in regards to this requestOn January 24, 2017, the supporting agent reached out again to the customer via email further explaining what was needed before Raise was able to process the paymentThe customer then uploaded an image of their ID later that dayUnfortunately, our Seller Support Team was not able to verify this image and requested additional information, which included an image for the other party on the account, as previously stated.On January 26, 2017, the customer contacted Raise via phone inquiring why they could not process their payment and why there was a temporary hold placed on the accountThe supporting agent informed the customer the hold was placed due to failure to verify in accordance with our terms and policiesThe supporting agent also informed the customer that our Seller Support Team would be reaching out to the buyer to ensure there was no issues in redeeming the card.After further review into the card, our Seller Support team found an issue with the gift card and confirmed that the buyer was not able to redeem the card successfullyThe buyer has since been refunded and the customer’s seller’s account has been debitedDue to the debit, there is no funds available for withdrawal for the customer and we encourage them to reach out to the brand for redemption history/activation issues.Overall, we would like to consider this issue resolved and we feel this has been resolved in accordance with our Terms and ConditionsIf the customer has any further questions, or correspondence from the brand, it can be communicated via email at [email protected]
After receiving Revdex.com complaint number [redacted] , we were able to review the order and offer the requested solution to the customer.On July 19, the customer placed an order on Raise.com for multiple [redacted] (In Store Only) cardsThese cards all contained different values and purchase prices, and were coming from multiple sellersSellers are given three business days to ship out a gift card and the cards are given business days to arriveIn this case, three of the gift cards did not show tracking details after the allotted shipment dateThe seller confirmed that these gift cards were shipped, while the tracking details still did not reflect this informationThe customer contacted Raise Member Services on July 28, and expressed to the serving agent through the chat feature, that the gift cards had not arrived and there was no trackingAs the seller had confirmed the gift cards were in the mail, the serving agent informed the customer that we need to wait the full days before a refund can be processedThis is because tracking details do not always reflect information accurately, and the seller had confirmed that the gift cards were on their way.At this time, the days from the purchase date have passed and the customer has been refunded for the three gift cards that did not arriveWe understand that this process has been an inconvenience and are working to make improvements to all physical gift card purchases and policies.We would like to offer our sincerest apologies to the customer and look forward to better serving him in the future
After receiving and reviewing Revdex.com complaint [redacted] and the corresponding order numbers, we were able to review the orders and the customer’s accountThe customer purchased two [redacted] gift cards from Raise.com in February and contacted Raise Member Services in April and May regarding these ordersOn May 2, 2016, the customer spoke with a supervisor regarding these two ordersThe customer confirmed that both of the gift cards were successfully redeemed for the intended merchandise from [redacted] and the merchandise has been receivedAt this time, the customer’s [redacted] account is also fully active.The supervisor offered the customer to have all of the physical gift cards that she purchased, and have gone unused within the day guarantee period, refunded once they are returned to the Raise officeThe one eGift card that the member had unused within the day guarantee period is in the process of being relisted onto the marketplace and will be refunded once it has sold on the marketplace.Raise does not normally offer returns on valid gift cards, but we understand that the customer had an unfortunate experience so the supervisor extended the courtesy of having all of these aforementioned gift cards refundedWe would like to extend our sincerest apologies for the experience this customer has had with [redacted] and are going to continue to work with the customer until all of the offered refunds have been processedWe would like to consider the issue resolved at this time
After receiving complaint number [redacted] we were able to review the order in question and offer a solution to the customerOn January 30th, the customer placed an order for one [redacted] eGift card and two [redacted] eGift cards The customer contacted Raise Member Services via phone on December 24th in regards to the two [redacted] cards that she was not able to redeem Although these gift cards are well outside the Raise day guarantee, the customer was told that our gift card support team would review this refund request An update from our support team is typically sent within three to five business days We sincerely apologize that our team was not able to find a resolution within the timeframe promisedOn January 11, 2016, the customer was notified that we were able to provide a courtesy refund of $for these two [redacted] eGift cards We also informed her of the Raise guarantee that is in place to protect buyers, should they have an issue redeeming a gift card purchased from Raise for days from the purchase dateWe would like to offer a sincere apology for the trouble with these cards, as well as the length of time it took to resolve this issue We are currently working to bring our response time back to a level we find reasonable As we were able to refund the customer for these gift cards outside of policy, we are happy to consider this issue resolved We look forward to serving her again in the future
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted On October 23, the customer made a purchase on Raise.com for a Pier Impports gift card with a balance of $for a purchase price of $The customer contacted Raise Member Services on May 6, and expressed to the serving agent that the gift card did not hold the expected valueDuring the phone conversation the serving agent explained our policy and apologetically declined this customer’s refund requestAs this purchase is so far outside of the Raise Day Guarantee, Raise is unable to take further action on the orderThe Day Guarantee is in place to protect the purchase price of an order for the first days from the date of purchaseAfter that time, Raise is happy to look into any gift card issue but cannot offer a refund in the same way that we do within the first days Had the customer contacted us within the first days, we would have been happy to offer a further resolutionIn this case, the order fell so far outside of the guarantee period that a refund could not be provided, and the customer was offered a promotional code and a $credit as recompenseWe would like to sincerely apologize for the inconvenience in this and would like to consider the issue resolved at this time
After receiving Revdex.com complaint number [redacted] , we were able to review the orders in question id="docs-internal-guid-7f0ff46d-e429-fb19-aab1-a2985471c323">The customer placed two orders on Raise.com for [redacted] gift card that are being reviewed in this complaintThe second of the two orders was placed on December 30, for a [redacted] gift card with a purchase price of $and a value of $During conversation with the customer and contact with the brand, we were able to determine that the customer was able to successfully redeem this gift card for the full value across multiple transactions The first order was placed on December 21, for a [redacted] gift card with a value of $and a purchase price of $The situation has been escalated and the customer has been in contact with [redacted] , here at Raise, and he is working to get a resolution for this customerAs the customer was able to successfully redeem one gift card of the two, we are hoping that he has been able to successfully redeem the other and there was just an oversight on the remaining balances [redacted] will be in contact with the customer to resolve this situation, and we would like to consider it resolved here at this timeWe will work with the customer until a desirable resolution has been provided
After receiving Revdex.com complaint number [redacted] , we were able to review the order and a solution has been provided On May 12, the customer purchased four [redacted] gift cards from Raise.comThen on May 13, the customer contacted Raise and expressed that he canceled his order with [redacted] because he could not pick up his items in storeUpon the cancellation he was informed that the funds would not be returned because the gift cards were procured initially through an unauthorized transaction The issue was escalated to the Gift Card Support Team for further review due to the nature of the concern with the gift cardsUpon further review it was presented to the Gift Card Support Team, by the brand, that when an order is canceled the funds are returned by checkThat being the case, the refund was canceled at that time and not issued to the customerUpon further contact with the customer, we were able to confirm that the funds had not been returned via check, but had been wiped out due to the nature of the initial purchaseOnce this information had been confirmed, the customer was refunded for the full purchase price of $The customer was notified via email and should see the refund fully processed to his original payment source in 1-business daysWe would like to sincerely apologize to the customer for the inconvenience and hope to better serve him again in the future
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 warranted.As 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 order.The 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 Raise.While 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 Revdex.com complaint number [redacted] we were able to review the order and offer a solution to the customer.On July 14, 2014, the customer purchased a $valued [redacted] gift card for a purchase price of $The customer also used a $off first time user promo code that made the order total $This was an egift/voucher that was to be delivered to both the customer’s Raise account and email within hoursAs with all cards listed on the Raise Marketplace, this card was verified twice, once at the initial listing and once at the time of purchase to ensure a valid balanceOn December 4, 2017, the customer reached out to Raise Member Services and informed the supporting agent that the card they were attempting to use was showing as a zero balanceDue to the time that had passed since the order was originally placed, the supporting agent was not able to offer a refund under our Year Money-Back GuaranteeThis call was escalated to a supervisor on our Member Services team, who informed the customer of the same information that the supporting agent providedOur Year Money-Back Guarantee is in place to protect buyers’ purchase price in the event a card is showing as invalid, or inaccurate balance(https://www.raise.com/guarantee)At the time this card was purchased, Raise had a 60-Day Money-Back GuaranteeIn the summer of 2015, this Guarantee was changed to a 100-Day Money-Back GuaranteeThis was changed to a full Year Money-Back Guarantee in January of Even after applying all of these time-frames to the initial order, the order still fell outside of the GuaranteeUnfortunately, due to the amount of time that has passed since this order was placed, Raise will not be able to offer a full purchase price refund for this cardHowever, we would still like to offer the customer $in Raise Rewards that can be used at their earliest convenienceAlthough this is not the full purchase price covered under our Year Money-Back Guarantee, we would like to still provide the customer with this credit in hopes of resolving this issueWe will continue to review the order, and will follwith the seller to find out more information about this card, and what caused this card to be invalidAt this time, we would like to consider this issue resolved under our Year Money-Back GuaranteeThe customer may email [redacted] @raise.com at their earliest convenience, and we will be more than happy to provide the customer with the rewards in their accountWe 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 inconvenienceWe are also happy to answer any additional questions the customer may have via email at [redacted] @raise.com
After receiving Revdex.com complaint number [redacted] , we were able to review the order in questionOn August 8th, 2015, the customer placed an order on Raise.com for six [redacted] ***d eGift cardsThe gift cards in question were each purchased with a value of $for a purchase price of $which the customer paid for by credit cardThe customer contacted Raise Member Services on February 12th, via phone call and expressed the the two gift cards in question then had a $balance without having been used by the customerThe member shortly after received confirmation via email that the order could not have any further action taken as it falls too far outside of the Day GuaranteeWhile there is no expiration on the the gift cards, the Raise Day Guarantee does only guarantee the purchase price 100% for the first days after the date of purchaseWe appreciate the customer’s business and understand that while the Day Guarantee is outlined on all order receipts and on the Raise website that a situation like this can be an inconvenience and offered the member a promotional code for $off an order of $or moreWe 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
Complaint: [redacted] I am rejecting this response because:The lengthy explanation of the purchase process acknowledges its confusing natureLook at their return policy: https://www.raise.com/return-policyThere is nothing there that exempts them from a misleading purchase process and confusionThis is a clear case of ADVERTISINGThat combined with their rude customer service has not led to a resolution on this processDue to my immediacy of contact with them following the purchase, there is absolutely ZERO reason they could not cancel or refund the portion that was NEVER INTENDED to be purchasedBuyer beware, this company will steal your money, insult you and do nothing to try and resolve the situation Sincerely, [redacted] ***After receiving and reviewing Revdex.com complaint number and the corresponding order number, it appears that the current resolution is warranted.On October 5, the customer placed an order on the Raise marketplace for Lowe’s (In Store Only) gift cards totalling a purchase price of $After placing this order, the customer contacted Raise Member Services via our online chat service expressing that he had purchased the incorrect amount of gift cards and had purchased too much, wanting to return a portion of the orderUnfortunately, the Raise Guarantee does not cover instances where a customer over purchases the intended amount.The checkout process on Raise has three stages once the items have been put into the cartThe first page lists all of the gift cards that are in the cart with their purchase prices and values on the left side of the screenOn the right side there is Summary which includes the total and the amount that is being savedOnce the customer selects the button that says Proceed To Checkout, the customer is taken to a screen where payment information can be entered on the left side of the screenOn the right upper corner there is another list of all the gift cards that are being purchased, with their respective values and purchases pricesBelow that is the order total that the customer will payAfter hitting Submit, the order is placed and the customer is taken to a screen to review their receipt.While we understand that the customer may have been confused during the process, the value and purchase price of each gift card that is being purchased is available on every page of the checkout process along with the purchase totalThis being the case, and the Raise Guarantee not covering gift cards will a valid balance, we are unable to refund for this order.We would like to apologize for any inconvenience that this has caused the customer, and would like to consider the issue resolved at this time.After receiving and reviewing Revdex.com complaint number and the corresponding order number, it appears that the current resolution is warranted.On October 5, the customer placed an order on the Raise marketplace for Lowe’s (In Store Only) gift cards totalling a purchase price of $After placing this order, the customer contacted Raise Member Services via our online chat service expressing that he had purchased the incorrect amount of gift cards and had purchased too much, wanting to return a portion of the orderUnfortunately, the Raise Guarantee does not cover instances where a customer over purchases the intended amount.The checkout process on Raise has three stages once the items have been put into the cartThe first page lists all of the gift cards that are in the cart with their purchase prices and values on the left side of the screenOn the right side there is Summary which includes the total and the amount that is being savedOnce the customer selects the button that says Proceed To Checkout, the customer is taken to a screen where payment information can be entered on the left side of the screenOn the right upper corner there is another list of all the gift cards that are being purchased, with their respective values and purchases pricesBelow that is the order total that the customer will payAfter hitting Submit, the order is placed and the customer is taken to a screen to review their receipt.While we understand that the customer may have been confused during the process, the value and purchase price of each gift card that is being purchased is available on every page of the checkout process along with the purchase totalThis being the case, and the Raise Guarantee not covering gift cards will a valid balance, we are unable to refund for this order.We would like to apologize for any inconvenience that this has caused the customer, and would like to consider the issue resolved at this time
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10977905, and find that this resolution is satisfactory to me Sincerely, Jason ***
We were able to further review Revdex.com complaint [redacted] as well as the customer’s two orders and Raise accountThe customer placed her first order ( [redacted] on January for a $ [redacted] gift cardShe called our Member Services line after she was unable to use her gift card onlineThe order was then sent to our Gift Card Support Team for further review due to the high value of the gift card Her second order ( [redacted] was placed shortly after her first orderThe customer had also sent an email about this gift card having a zero balanceThis order was sent to our Gift Card Support Team as well Unfortunately our team did not provide a resolution in a timely mannerWe have now applied refunds for both orders, which will be credited back to the original payment sourceA confirmation email has been sent for each email as well We sincerely apologize for the trouble with both of these orders as well as the delay in responseWe are consistently working to improve our communication with members as well as prevent card problems such as these from occurring We hope to further serve this customer in the future and encourage her to contact Member Services should any questions arise
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted.On December 5, the customer purchased a [redacted] gift card with a balance of $for a purchase price of $The customer then contacted Raise Member Services on July 16, and expressed to the serving agent that the eGift card was no longer being accepted at [redacted] ***At that time the serving agent offered to reach out to the seller of the gift card, as a courtesy, as the sellers are only required to hold the physical copy of a gift card sold as an eGift/voucher, for days from the purchase dateAt that time, sellers discard or destroy the physical cards to prevent unauthorized use of the physical version of the cardUnfortunately, the seller of the gift card had discarded the gift card and no longer had the physical gift card to send to the buyerAs the Raise Guarantee for this order lapsed as of March 14, 2016, no further action could be taken on the orderThe Raise Guarantee is in place to protect the purchase price of a gift card for the first days from the purchase dateAfter that time, we are happy to look into a gift card but cannot guarantee a refund or replacement in the same way we would within daysWhile we understand this has been an unfavorable situation for the customer and are unable to provide a refund or replacement card, we would like to offer a Raise Rewards credit of $100.00, to use toward a future purchase on Raise, as recompense for this issue.The credit has been placed into the customer’s Raise account and will automatically apply to the next purchase made on Raise through the customer’s account.We would like to offer the customer our sincerest apologies for any inconvenience caused by this order and would like to consider the issue resolved at this time
After again reviewing Revdex.com complaint number [redacted] and the corresponding order number, we are able to provide the customer with a different resolution.As a one time courtesy, we have refunded the customer for all four of the [redacted] gift cardsUsually we are unable to provide a refund outside of days from the purchase date, the time period of the Raise Guarantee, but in this case we are happy to make this exception.An email confirmation has been sent to the customer regarding the refund, and it will show on the customer’s original payment source in 1-business daysWe appreciate the customer’s patience throughout this resolution and hope the better serve them again in the future
We were able to further review Revdex.com case number [redacted] as well as the customer’s Raise accountOverall, we are pleased to have been able to address this customer’s concernsThe customer placed order [redacted] on October 29, This order contained physical [redacted] gift cardsOn December 4, 2015, the customer sent an email to our Member Services Team after finding some of the gift cards from this order were invalidUnfortunately, our team was unable to provide a response in an appropriate time frameOn January 8, our Member Services Team sent a follow up email confirming which of the gift cards had an issue and told the member that the order would be forwarded to our Refund Team for them to review Again, our Refund Team failed to give the customer an update in the timeframe promised in the initial emailOn February 5, our Refund Team was able to confirm that ten of the gift cards in this order had encountered an activation issueA refund for $was then processed back to the customer’s original payment sourceThey were advised that it may take 1-business days for their bank to credit their accountWe are extremely sorry for the length of time it took for this matter to be resolvedAs we continue to grow, we are actively adding support to all of our teams to better serve our customersWe encourage the customer to give us a call at [redacted] if any other questions or concerns ariseWe would be happy tohelp however we can
After receiving Revdex.com complaint number [redacted] , we were able to review the customer’s Raise account and have already provided the requested solution to the customer.The customer sold a [redacted] card through the Raise marketplace on July 14, with a balance of $for a purchase price of $ After it was purchased through Raise, the buyer contacted the Member Services Team and expressed that the gift card did not work for a purchase, so the purchase was refunded of the buyer and the funds were removed from the buyerAfter this occurrence, the seller contacted Raise and informed the Member Services Team that the buyer did indeed use the card, as the seller did not, and was able to provide a transaction history for this particular gift cardAs this proof was submitted, the debit on the seller’s account was reversed and there is now no negative balance on the accountThe account does still currently have a hold on it, but this does not take access away from gift cards purchased through RaiseAny gift card in the customer’s account can still be accessed through the web browser but will not be available in the appThis hold prevents any gift cards from being purchased or sold on the marketplace through this particular accountThe account will remain in this state unless the customer agrees to the terms set forth by the Seller Support Team, to provide proof of purchase on future gift card listings due to the volume of gift cards being sold through this particular Raise account.We would like to apologize for any inconvenience this has caused, and if the customer has any further questions, the Seller Support Team is more than happy to provide further information
We were able to further review Revdex.com case number [redacted] as well as the customer’s Raise accountOverall, we are pleased to have been able to addressthis customer’s concerns.The customer placed order [redacted] on October 29, This order contained physical [redacted] gift cardsOn December 4, 2015, the customer sentan email to our Member Services Team after finding some of the gift cards from this order were invalidUnfortunately, our team was unable to provide a response in an appropriate time frame.On January 8, our Member Services Team sent a follow up email confirming which of the gift cards had an issue and told the member that the order would be forwarded to our Refund Team for them to reviewAgain, our Refund Team failed to give the customer an update in the timeframe promised in the initial emailOn February 5, our Refund Team was able toconfirm that ten of the gift cards in this order had encountered an activation issueA refund for $was then processed back to the customer’s original payment sourceThey were advised that it may take 1-business days for their bank to credit their account.We are extremely sorry for the length of time it took for this matter to be resolvedAs we continue to grow, we are actively adding support to all of our teams to better serve our customersWe encourage the customer to give us a call at [redacted] if any other questions or concerns ariseWe would be happy tohelp however we can
After receiving Revdex.com complaint number [redacted] we again reviewed the order and are, unfortunately, unable offer a different resolution.At this time, Raise has fully refunded the purchase to the customer and confirmed that the transaction returned to the customer’s account was successfulWhen the customer contacted Raise the first time on April 8, 2016, before placing his order, he did ask questions about using Raise gift cards outside of the United States, at which time, the serving agent did answer all of the customer’s questionsWhile Raise does express that we are unable to process transactions outside of the United States, we understand that this specific instance was unfortunateWe would like to apologize for any confusion or inconvenience this may have caused and consider the issue resolved at this time
Initial Business Response / [redacted] (1000, 8, 2015/02/19) */ Response to Revdex.com complaint # XXXXXXXX Dear [redacted] Thanks for taking the time to contact us through the Revdex.comI have reviewed your complaint in its entiretyI am very sorry you have had this issue concerning the Home Depot gift card, but I am glad in the end we could resolve it Our Gift Card Support Team is equipped to research and identify specific situations with gift cards from all different types of merchantsThis can take some time depending on the events and subsequent information gatheredBy far, the average time for processing a complaint is less than hoursIn your case it took longerI apologize for thatWe also initially came to a conclusion we didn't feel comfortable committing toWe appreciate your patience and understanding in this instance I was glad to make sure a check for $was sent out to you as a refund for the gift card in the order RXXXXXXXXX If there is anything else we can do for you please let me know Sincerely, [redacted] Raise Member Services
After receiving Revdex.com complaint number 11954010, we were able to review the issue at hand and provide the customer with an explanationOn November 25, 2016, the customer listed a [redacted] gift card for sale at a purchase price of $and a value of $Typically, cards listed on Raise are officially active on the marketplace within hours but may be subject to further verificationBecause this gift card was a travel card (any card associated with hotel stays, airline travel, cruises, etc.), Raise has an internal policy stating the card must be active and/or held for days before we are able to officially list it on our marketplace.On December 1, 2016, our Seller Support Team reached out to the customer via email asking for further verification of the gift cardThe customer responded to the questions asked and also uploaded an image of the gift card via their Raise account on December 7, Unfortunately, since the image of the card showed the card being activated on the same date it was listed, the card could not be approved until the days had passed, which was January 9, 2017.The card was officially listed and approved on January 9, and it sold in Order Number [redacted] on January 10, The customer requested payment via ACH Direct Deposit on January 19, As our Seller Support team approves every single payment requested on Raise, a supporting agent reached out on January 23, asking for further verification as the name on the account and the name on the credit card used for verification did not matchPer our Terms of Use, Section 3(e), Raise may require additional verification, including, without limitation, a copy of a valid driver’s license (or other form of identification) prior to or after listing Gift cards for sale(https://www.raise.com/terms) The supporting agent requested valid forms of ID for both parties on the account, due to the mismatch in information.The pending payment was canceled due to no response from the customer in regards to this requestOn January 24, 2017, the supporting agent reached out again to the customer via email further explaining what was needed before Raise was able to process the paymentThe customer then uploaded an image of their ID later that dayUnfortunately, our Seller Support Team was not able to verify this image and requested additional information, which included an image for the other party on the account, as previously stated.On January 26, 2017, the customer contacted Raise via phone inquiring why they could not process their payment and why there was a temporary hold placed on the accountThe supporting agent informed the customer the hold was placed due to failure to verify in accordance with our terms and policiesThe supporting agent also informed the customer that our Seller Support Team would be reaching out to the buyer to ensure there was no issues in redeeming the card.After further review into the card, our Seller Support team found an issue with the gift card and confirmed that the buyer was not able to redeem the card successfullyThe buyer has since been refunded and the customer’s seller’s account has been debitedDue to the debit, there is no funds available for withdrawal for the customer and we encourage them to reach out to the brand for redemption history/activation issues.Overall, we would like to consider this issue resolved and we feel this has been resolved in accordance with our Terms and ConditionsIf the customer has any further questions, or correspondence from the brand, it can be communicated via email at [email protected]
After receiving Revdex.com complaint number [redacted] , we were able to review the order and offer the requested solution to the customer.On July 19, the customer placed an order on Raise.com for multiple [redacted] (In Store Only) cardsThese cards all contained different values and purchase prices, and were coming from multiple sellersSellers are given three business days to ship out a gift card and the cards are given business days to arriveIn this case, three of the gift cards did not show tracking details after the allotted shipment dateThe seller confirmed that these gift cards were shipped, while the tracking details still did not reflect this informationThe customer contacted Raise Member Services on July 28, and expressed to the serving agent through the chat feature, that the gift cards had not arrived and there was no trackingAs the seller had confirmed the gift cards were in the mail, the serving agent informed the customer that we need to wait the full days before a refund can be processedThis is because tracking details do not always reflect information accurately, and the seller had confirmed that the gift cards were on their way.At this time, the days from the purchase date have passed and the customer has been refunded for the three gift cards that did not arriveWe understand that this process has been an inconvenience and are working to make improvements to all physical gift card purchases and policies.We would like to offer our sincerest apologies to the customer and look forward to better serving him in the future
After receiving and reviewing Revdex.com complaint [redacted] and the corresponding order numbers, we were able to review the orders and the customer’s accountThe customer purchased two [redacted] gift cards from Raise.com in February and contacted Raise Member Services in April and May regarding these ordersOn May 2, 2016, the customer spoke with a supervisor regarding these two ordersThe customer confirmed that both of the gift cards were successfully redeemed for the intended merchandise from [redacted] and the merchandise has been receivedAt this time, the customer’s [redacted] account is also fully active.The supervisor offered the customer to have all of the physical gift cards that she purchased, and have gone unused within the day guarantee period, refunded once they are returned to the Raise officeThe one eGift card that the member had unused within the day guarantee period is in the process of being relisted onto the marketplace and will be refunded once it has sold on the marketplace.Raise does not normally offer returns on valid gift cards, but we understand that the customer had an unfortunate experience so the supervisor extended the courtesy of having all of these aforementioned gift cards refundedWe would like to extend our sincerest apologies for the experience this customer has had with [redacted] and are going to continue to work with the customer until all of the offered refunds have been processedWe would like to consider the issue resolved at this time
After receiving complaint number [redacted] we were able to review the order in question and offer a solution to the customerOn January 30th, the customer placed an order for one [redacted] eGift card and two [redacted] eGift cards The customer contacted Raise Member Services via phone on December 24th in regards to the two [redacted] cards that she was not able to redeem Although these gift cards are well outside the Raise day guarantee, the customer was told that our gift card support team would review this refund request An update from our support team is typically sent within three to five business days We sincerely apologize that our team was not able to find a resolution within the timeframe promisedOn January 11, 2016, the customer was notified that we were able to provide a courtesy refund of $for these two [redacted] eGift cards We also informed her of the Raise guarantee that is in place to protect buyers, should they have an issue redeeming a gift card purchased from Raise for days from the purchase dateWe would like to offer a sincere apology for the trouble with these cards, as well as the length of time it took to resolve this issue We are currently working to bring our response time back to a level we find reasonable As we were able to refund the customer for these gift cards outside of policy, we are happy to consider this issue resolved We look forward to serving her again in the future
After receiving and reviewing Revdex.com complaint number [redacted] and the corresponding order number, it appears that the current resolution is warranted On October 23, the customer made a purchase on Raise.com for a Pier Impports gift card with a balance of $for a purchase price of $The customer contacted Raise Member Services on May 6, and expressed to the serving agent that the gift card did not hold the expected valueDuring the phone conversation the serving agent explained our policy and apologetically declined this customer’s refund requestAs this purchase is so far outside of the Raise Day Guarantee, Raise is unable to take further action on the orderThe Day Guarantee is in place to protect the purchase price of an order for the first days from the date of purchaseAfter that time, Raise is happy to look into any gift card issue but cannot offer a refund in the same way that we do within the first days Had the customer contacted us within the first days, we would have been happy to offer a further resolutionIn this case, the order fell so far outside of the guarantee period that a refund could not be provided, and the customer was offered a promotional code and a $credit as recompenseWe would like to sincerely apologize for the inconvenience in this and would like to consider the issue resolved at this time
After receiving Revdex.com complaint number [redacted] , we were able to review the orders in question id="docs-internal-guid-7f0ff46d-e429-fb19-aab1-a2985471c323">The customer placed two orders on Raise.com for [redacted] gift card that are being reviewed in this complaintThe second of the two orders was placed on December 30, for a [redacted] gift card with a purchase price of $and a value of $During conversation with the customer and contact with the brand, we were able to determine that the customer was able to successfully redeem this gift card for the full value across multiple transactions The first order was placed on December 21, for a [redacted] gift card with a value of $and a purchase price of $The situation has been escalated and the customer has been in contact with [redacted] , here at Raise, and he is working to get a resolution for this customerAs the customer was able to successfully redeem one gift card of the two, we are hoping that he has been able to successfully redeem the other and there was just an oversight on the remaining balances [redacted] will be in contact with the customer to resolve this situation, and we would like to consider it resolved here at this timeWe will work with the customer until a desirable resolution has been provided
After receiving Revdex.com complaint number [redacted] , we were able to review the order and a solution has been provided On May 12, the customer purchased four [redacted] gift cards from Raise.comThen on May 13, the customer contacted Raise and expressed that he canceled his order with [redacted] because he could not pick up his items in storeUpon the cancellation he was informed that the funds would not be returned because the gift cards were procured initially through an unauthorized transaction The issue was escalated to the Gift Card Support Team for further review due to the nature of the concern with the gift cardsUpon further review it was presented to the Gift Card Support Team, by the brand, that when an order is canceled the funds are returned by checkThat being the case, the refund was canceled at that time and not issued to the customerUpon further contact with the customer, we were able to confirm that the funds had not been returned via check, but had been wiped out due to the nature of the initial purchaseOnce this information had been confirmed, the customer was refunded for the full purchase price of $The customer was notified via email and should see the refund fully processed to his original payment source in 1-business daysWe would like to sincerely apologize to the customer for the inconvenience and hope to better serve him again in the future
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 warranted.As 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 order.The 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 Raise.While 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