GCX

Our supervisors have completed a review of your case and confirmed that both your account and the debit issue have now been resolved. Your account has been reactivated, and the debit has been reversed. You’ll receive an email shortly confirming both updates. We understand how frustrating this situation must have been and sincerely apologize for the inconvenience caused by the initial decision. Thank you for your patience while we worked through this review, please do not hesitate to reach out if you have any additional concerns.

We’ve reviewed the related case, and after investigating with the brand, we found that the gift card was used by confirmation of name. This is the reason behind the outcome of your gift card inquiry. Since the merchant has confirmed the redemption, we recommend reaching out to a representative to determine whether the funds are being held, applied to any pending charges, or if there may be a technical issue with the redemption process. Our review has confirmed that the full balance of the gift card was successfully applied for redemption. We always aim to ensure fair resolution in every case as promised in our Guarantee, and suggest that the merchant provide further direction.

We hear your concern, please keep in mind that each of our business branches operates independently, with its own set of processes and operations no matter the addition of other business efforts. If this inquiry relates to a specific issue you've experienced on the GCX platform, we'd be glad to understand which order or recent experience led to your review. We have also recently made changes to our customer support resources and continue to refine our approach to enhance the customer experience, especially due to the issues that may occur in the marketplace space. Feel free to either respond to the TrustPilot email or contact [email protected] with more details, and we’d be happy to review and work with you to improve your experience.

We understand your concern and apologize for the confusion this issue has caused. Our GCX Team has deemed this a technical matter and are working to understand the root cause in order to provide correction. We intend to get this issue fixed as soon as possible and will update here once we have gotten final confirmation of the fix.

The GCX platform enforces policies not just for the security of our buyers, but also for our sellers. In the case you do not agree with our refund resolution, we can always initiate another investigation for this ticket at your request. With understanding that you are refuting the buyer's claim, we have proactively submitted a seller dispute claim and attempted to receive more information. The brand was capable of only providing general information due to security policies against 3rd-party platforms, we cannot retrieve info at the account level. If you would like to pursue in finalizing this seller debit dispute, we ask that you provide proof from the brand that the transactions of your gift card were not tied to your merchant account or name. This will be the strongest evidence in enforcing procedure. We do apologize if this limitation has caused frustration but intend to still provide options for resolutions and workarounds.

This case has been reviewed and was confirmed that all cards in both orders were delivered to the account without error. The four cards were delivered within the guaranteed timeframe and we confirmed that our specialists did respond to both of your tickets. As you stated that you were having issues but no technical error was found on our end, our specialist did reach out communicating on what you should do to make sure that you do not have anything enabled or are utilizing systems that can affect your experience. However, we did not receive a response back. We performed a review on this error with intention of resolution, since this is not deemed a bug and have confirmed internally that your purchases were delivered via exact timestamps, this issue fell outside of our Guarantee. Generally upon receiving any chargeback, we do follow protocol specified in our terms that may involve locking the account for security and risk purposes. You still have the right of access to your purchased cards when locked, we only limit purchase activity. Due to the current pending status of your chargeback, your account will be temporarily locked until a resolution has been met with your bank. We hope this provides context and thank you for your understanding.

Please note that GCX may lock an account for needed verification and can be reactivated once we have the requested information. You should have received a text to do so. In the case you have not received any communication, we will be able to determine the next steps of your account once we have located it in our system. Trustpilot has emailed you for your account information, we ask that you provide those details and we can get this over to the correct specialist as soon as possible!

When investigating all accounts under this name for internal location, we have confirmed all accounts' last completed purchases were over 6 years ago. The longer a gift card is not used, the higher the risk a gift card may be redeemed not only due to possible exposure, but also the merchant may freeze the balance due to inactivity. Since GCX has always operated as a marketplace, we consistently encourage our users to use and report all issues within a given time frame to make sure you are covered. We understand issues may occur and do advise that cards are provided by sellers which supports the why behind the creation of our Guarantee. We hope this provides clarity regarding our policy and marketplace structure. If you are looking to expand your experience with a more finite and secured platform, I strongly advise checking out Raise.com. Gift cards are directly sourced from the merchant, you earn cash-back with all purchases, and both the card and rewards are delivered within seconds. This means more security and zero chance of gift card risk, the balance will always be available for use no matter how long. There are no middleman sellers or third parties involved. Every purchase earns you cashback, increasing the opportunity to never pay full price for future purchases. We understand marketplace structures may fall short, therefore we do provide Raise.com as a great alternative to reward our users while providing top of line security. If you have any questions, please do not hesitate to reach out to [email protected]!

After further reviewing this case, we deem the final resolution sufficient due to the information we were able to receive. During our process of investigation, we have also contacted the seller for proof of purchase to determine gift card risk/exposure level. The gift card was purchased directly by the seller from the merchant, and provided to us for sale. We base our decisions specifically on all documented proof provided, both Roblox and the seller's proof upheld strongly. If you are in disagreement with this result, we are still open to initiating another review but this time will require an email from a Roblox specialist confirming no amount was added to that specific account. Otherwise, the information we have already obtained remains factual.

We apologize if our course of action has caused any confusion regarding your account. Upon review, we found that the account in question did not align with our Terms of Use, which resulted in its closure. To reassure you, you do still have an active account with Raise; however, please ensure that only one account is in use at any time. Regarding the policy update, all gift cards purchased prior to the change remain covered under the 1-Year Guarantee. Any gift cards purchased on or after the effective date of the policy change are subject to the 90-Day Guarantee. If you need additional clarification or guidance on either matter, please don’t hesitate to contact us at [email protected], where a specialist will be happy to assist with next steps.

We understand that experiencing issues while redeeming your gift card is not the experience you expected, and it is not one we strive to deliver. As GCX operates as a marketplace where gift cards are provided by third-party sellers, we strongly encourage redeeming your gift card within the designated timeframe to ensure full coverage. If you believe the refund denial based on the redemption timeframe was applied incorrectly or does not align with our terms, we are happy to initiate a new review for resolution. Please contact us at [email protected], and a specialist will assist you. Thank you for your patience and understanding.

We completely understand how the information provided may not have aligned with certain features currently displayed on our website. We have recently updated both our support systems and user-facing features to enhance the overall support experience. As part of these improvements, we are actively working to ensure all communications reflect these recent changes and are refining our verification process to reduce the likelihood of accounts being flagged at the time of purchase. We recognize how discrepancies like this can impact your confidence, and we hope this clarification provides reassurance! Your feedback is truly valuable to us, and we welcome any additional suggestions or concerns at [email protected].

Our app is currently under review, as we have been notified that it may not be displaying all available cards. Please note that all cards are accessible on our website at any time, and we are working to resolve this issue as quickly as possible in addition to the technical issue of deletion. Regarding your card concern, we understand that marketplaces with third-party sellers may occasionally encounter errors. This is why we offer a 90-day Money Back Guarantee to cover any card-related issues. If your order falls within this 90-day period, our specialists can initiate an investigation to determine the appropriate next steps for resolution.