Rise.ai: Gift Cards & Loyalty

Here is an honest and clear update of my experience with Rise: Obviously as a business owner myself, I understand how important reviews are and I am honestly not one to leave negative feedback but I do feel that what I have gone through is important to share. A little bit of background: I sell predominantly through Etsy but also have a Shopify storefront. It’s always been a little bit frustrating for me that Shopify does not natively support many (what I would personally deem ‘necessary’) eCommerce features out of the box — store credit/gift cards being one of them. Because this type of thing is not included in a basic Shopify plan, we’re essentially forced to download a plethora of apps to support “additional” features. At its basic level, yes, Rise does what it “should”. I was a regular, $19.99 monthly-subscription paying customer for close to a year, maybe even more — even though every month I would definitely be paying more for the app than I would actually ever be getting out of it. However, I felt like having the gift card/store credit option was a necessity, so what choice did I have? I always have been (and unfortunately, still am) on the hunt to find a way to centrally manage details/status/tracking of both my Shopify and Etsy orders in one place. In an experimental attempt to do so, I imported my Etsy orders in bulk to my Shopify store without thinking twice about it affecting anything else. Shortly there after, I noticed a charge from Shopify for over $600! I was floored! How could I be charged that high of an amount without it being confirmed/authorized?! When I went in to the billing details, I noticed that the charge was from Rise. Immediately I uninstalled the app, contacted their support and Shopify support. Again, we’re not talking a measly $20 here... we’re talking... $600! Shopify support was great! They were very prompt and dedicated to helping me resolve the problem. The first response I got back from a Rise support member, however, was absolutely ridiculous. He claimed that they were doing me a “favor” and I actually should have been charged much more. Copy and pasted from the response: “Our pricing is based on total store orders, hence for each additional order above the plan limit, you'll be charged a fee. You're on the Starter plan which includes up to 100 total store orders per month ($0.2 extra charge per order). The past month you've had a total of 8,274 orders, which results in an overcharge of $1,654.80 So instead of charging you that amount, you were charged for the value of the monthly Premium plan.” Confused, I tried to explain that these were IMPORTED orders and there is absolutely no clear verbiage about this in their terms/plan details/etc. I exchanged a few more emails back and forth trying to defend my position while being bounced back and forth by at least 5-7 different support team members. Almost every response I got was from someone different. Finally, they concluded that I, in fact, WAS mis-charged and would be refunded. The literal next day (and obviously before I had gotten my money refunded back), I had another email from a different support member requesting that I remove my initial review — which really didn’t sit well with me. Mind you, my first contact with them was on April 8th. It is now May 19th and I had to send them ANOTHER email yesterday because they still have NOT refunded me. I will leave the other names unmentioned but Dana was the only support member that I feel was truly trying to provide me with any real “support”. So thank you, Dana. I do appreciate that you tried to help.

The Rise team have been incredibly helpful during a difficult period in time. See what one of our company directors wrote here: https://andrewcollier.com/2020/04/24/getting-good-at-giving-back-money/

At first impression the Rise Gift Card Loyalty Program is just what our non-profit organization was looking for. I will review further after I experience all the features but it appears to be a great program. What was even more exciting was the support i received when i had a few questions. Nadav provided what i would consider the highest level of support I've experienced from any application with opportunities to screen share and walk through my questions together. Five star all the way. Mike P.

The app is fantastic, exactly what i needed for our store and the support from Shalev was above and beyond.

We are really enjoying the elevated experience our clients have with using this app. Thank you so much!

Gift Wizard has been vital to our growth, great customer service!

Ari was a lifesaver helping me to set up my E-Gift Cards. It was important that only the E-gift pages show the EG buy now button and Ari made it happen. Support is very responsive and I'm impressed.

This app has solved the store credit & custom gift card limitations of Shopify. Super helpful is helping us migrate almost 2,000 existing custom gift card codes & store credit from our previous site.

We've had few bumps in the process, but the Rise.ai team has been super responsive and quick to get us back on track. Highly recommended!

We currently use the Rise.ai app for gift cards and have been pleased with the ability to sell gift cards online and in bulk. We are looking to switch to the Rise loyalty program because we like the idea of using store credits as a currency. Customer service responsiveness is a big plus also.

Nadav and his tam were absolutely wonderful as we transitioned from physical to digital gift cards. From the beginning process through post launch support the team was informative and quick to respond to any questions from our team or customers. Couldn't have had a better experience with this team!