Bought a gift card
Bought a gift card, was charged right away. Then I had to provide my license (ID) and a selfie of myself. Did that right away despite not being aware of this process when purchasing. 3 days later, still no gift card, no emails from the company, but yet the charge for my gift card POSTED to my credit card. There's some good reviews on this site, but be weary. There's nothing wrong with taking measures to prevent fraud, especially if they have seen a lot of it - but charging/posting the charge and 3 days with no response after providing my ID/verification is terrible. UPDATE -- This company reached out to me to explain some improvements they were making on the Know Your Customer front and completely improved the poor experience I had when trying to make the original purchase. As much as that initial experience was poor, I will absolutely return to purchase further gift cards here in the future when required - I have complete faith in the company to deliver as promised - and now that they know I am a legit customer it will be quick and painless. Thanks for making it right!
By Kevan
Response from ArbitrageCard· Dec 6, 2024
Hi Kevan, I’m very sorry that you had a negative experience on our website, and I’d like to clarify a few points to help resolve any confusion. You placed your order on the evening of December 1st, and since your ID check couldn't be verified by the automated system, our team reached out the next morning via email (December 2nd) to ask whether you’d prefer to verify your ID and proceed, or receive a refund. Unfortunately, we didn’t see a reply from you until December 5th. At that time we immediately processed the refund, though it may take a few days for the credit to appear in your account, as that part of the process is handled by your bank. In our industry, fraud is a significant concern, which is why we’ve historically reviewed first-time orders manually. This approach helps protect our customers and our company. Typically, after verifying a new customer’s first order, we approve the account so future gift card purchases are delivered immediately without delay. Recently, however, we faced temporary technical issues with our previous ID verification system, causing our system to request verification after the order was placed rather than during checkout. I understand this was not ideal at all and provided an extremely poor experience in your case. The good news is that as of this week, we’ve implemented a significantly more robust and advanced fraud prevention system that only requires ID checks for orders flagged as high-risk, resulting in a smoother experience for the majority of customers moving forward. We fully acknowledge that it is our responsibility to ensure an excellent experience for all of our users, and that whenever that goal is not met, we need to make it right. To compensate for the inconvenience, we’ve emailed you a $100 coupon code for a future gift card purchase. We appreciate your feedback, as we hold an incredibly high standard for ourselves and are always looking to improve. If you have any other questions, we’re here to help. Regards, Taylor Thomas Founder & CEO ArbitrageCard.com