Customer Service Dire Care Bear Manager
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Some customers have been experiencing issues with order checkout. Our tech team is closer to a fix on this problem. This is not a browser issue, so there is no need to continue trying to reload the page. There will be an update posted to this thread once we have an ETA. We apologize for the inconvenience, Customer service is not able to process individual orders from shopping carts at this time. We appreciate your patiences as we work to get this resolved.
Additionally, there has been some issues with the shipping of packages triggering subscription downloads into a subscribers "My Downloads" page. We are working on a fix for this issue and will resolve these missing downloads once the problem is resolved.
Fixing these issues are extremely important to us and we are working to get them resolved as soon as possible.
Customer Service is experiencing a very high load of customer requests. Thank you for your patience as we work through our backlog.
thanks
sara marie
Just an update from our tech team on how resolving these issues is going so far. We have narrowed down a fix that should allow PDFs triggered by subscription/kickstarter fulfillment to be granted properly again, and will be going back to grant PDFs for those who were skipped. We also believe we've tracked down what is causing the order checkout problems, and will be pushing that fix soon. Another update will be posted once PDFs have been backfilled and the fix for checkout have been pushed.
My shopping cart is still stuck and unable to purchase. Has it really been broken 5 days so far?
Is this issue why I received an e-mail notification a couple of days ago that I thought was notifying me that my subscription was in the mail, but when I got the website, everything was still showing pending?
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I have been unable to checkout for a few days but it is now working fine. I see a new version of the store software has been deployed two hours ago; well, it works for me.
However !
It may be unrelated but it seems the shipping calculator no longer splits heavy orders into 4lb packages for us international customers. It has been insisting on making me use USPS Priority for a few days now.
We just pushed the fix for order checkout. We're still in process getting ready to backfill subscriber PDFs, however.
Fayries, I will pass that off to our tech team and see if we can look into it soon and see what's up.
Fix is not working from what I can tell. I still get the proceed to checkout, login, return to home screen flow instead of the expected checkout screen.
I also tried logging out and back in again to no avail.
[edit] Feel free to contact me if you want to do a screen share and see what the problem looks like from my side. I can also make a screen capture movie if that would help any.
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Yay! Sincerely, thanks for all your hard work.
I successfully placed an order (at least in the sense that the system agrees that I have, in fact ordered something), but it appears that my existing store credit, while subtracted from my account, may not have been applied based on the total for the order, #3164124.
It's hard to tell from the receipt, which does list the available store credit, but doesn't show where it's been applied. The total looks correct for the purchase price plus shipping, just without the store credit applied. (This may, in fact correct itself when the order comes off 'pending' but I thought I'd mention it since it seemed unusual.
Thanks for the updates, guys.
Still not working on my end. It takes me to a sign in screen then after reentering my password it takes me back to the home page.
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We just pushed the fix for order checkout. …
Testing again this morning and I see that the banner message on the shopping cart screen is now gone but the checkout is still broken.
Simple steps to reproduce:
1. View Cart
2. Click the Proceed to Checkout button at the bottom of the cart list. This redirects you to a page to authenticate.
3. Enter password on auth screen and click the Sign In button
After this I expect the checkout screen to appear and instead I am redirected to the home page of the site.
Sometimes it asks for the password a second time and then redirects back to the home page.
Happy to find my PDFs accessible this morning. Thanks!
Still unable to get my shopping cart order to submit.
Got my PDFs thanks guys!
I'm having trouble as well. I go from "place the order" back to the cart, and the order isn't placed.
I was able to download my PDF's two days ago, only to receive my physical copies in the mail yesterday. Thank you.
Any update on the shipping details concerning heavy orders being split (I live overseas)?
Background info: I wanted to purchase Emerald Spire and associated maps yesterday but only got US Priority Mail; at a whopping $60 extra I decided against it...
Ruyan.
Do we have a time frame on when this is expected to be fixed?
Still unable to get my shopping cart order to submit.
It looks like yours is probably just a lot of the system to try to process at once. If you would like us to try to submit it from our side, just let us know.
Thanks!
Sharaya
I'm having trouble as well. I go from "place the order" back to the cart, and the order isn't placed.
I can't identify any knowns issues with what you're trying to submit. If you would like us to try to submit it from our side, just let us know.
Also, for the items that are not pre-orders, are you wanting those set to ship now, or with your sidecart to ship with your next subscription shipment?
Thanks!
Sharaya
Any update on the shipping details concerning heavy orders being split (I live overseas)?
Background info: I wanted to purchase Emerald Spire and associated maps yesterday but only got US Priority Mail; at a whopping $60 extra I decided against it...Ruyan.
We were having problems specifically with Pathfinder Battles cases going to certain locations, when combined with other items, based on the maximum allowable box sizes for certain countries. We were not having issues with other items.
For the specific items you are asking about, it looks like when these are submitted as an order together for international shipping, which puts it over the maximum weight of 4 pounds for international standard post, which means that it has to ship via Priority.
You may want to experiment with try to submit these as two separate orders and see if it gives you any different/cheaper shipping options.
If you have any further questions or concerns, please let us know.
Thanks!
Sharaya
I'm having trouble as well. I go from "place the order" back to the cart, and the order isn't placed.I can't identify any knowns issues with what you're trying to submit. If you would like us to try to submit it from our side, just let us know.
Also, for the items that are not pre-orders, are you wanting those set to ship now, or with your sidecart to ship with your next subscription shipment?
Thanks!
Sharaya
Turns out the problem was having preorder stuff in the cart. That got moved to sidecart, and all is well. You guys are great!
Still unable to get my shopping cart order to submit.It looks like yours is probably just a lot of the system to try to process at once. If you would like us to try to submit it from our side, just let us know.
Thanks!
Sharaya
Yes please, if you can that will be great.
For the specific items you are asking about, it looks like when these are submitted as an order together for international shipping, which puts it over the maximum weight of 4 pounds for international standard post, which means that it has to ship via Priority.
You may want to experiment with try to submit these as two separate orders and see if it gives you any different/cheaper shipping options.
You have me worried here: we International customers are used to having the system compute the split for us, which is a) very convenient, and b) gives us the benefit of the First Ten Shipping promotion.
Currently, and for more than a week, this is no longer working as it was. Is this regression a change of policy, or a bug in the system followed by a misunderstanding when trying to get a fix?
If it is a change of policy, does it also apply to monthly subscriptions that go over 4lb (those we can't split by ourselves)?
Over the weekend, I tried to order some PDFs, but I got a message that my card had been declined. I tried multiple cards, but I got the same message. I've also checked my bank, and the original card I tried shows 2 holds on it from Paizo.
Any ideas on a fix?
Yes please, if you can that will be great.
*listens to gears grind for awhile*
It took the system awhile to think about it, but I was able to get this submitted. You should soon get an email confirming the order information, and I'll see what I can do about getting this shipped sooner, rather than later, since you've been waiting to get this submitted for awhile.
If we can help with anything else, please let us know.
Thanks!
Sharaya
For the specific items you are asking about, it looks like when these are submitted as an order together for international shipping, which puts it over the maximum weight of 4 pounds for international standard post, which means that it has to ship via Priority.
You may want to experiment with try to submit these as two separate orders and see if it gives you any different/cheaper shipping options.
You have me worried here: we International customers are used to having the system compute the split for us, which is a) very convenient, and b) gives us the benefit of the First Ten Shipping promotion.
Currently, and for more than a week, this is no longer working as it was. Is this regression a change of policy, or a bug in the system followed by a misunderstanding when trying to get a fix?
If it is a change of policy, does it also apply to monthly subscriptions that go over 4lb (those we can't split by ourselves)?
After more looking, something probably does seem amiss here. I'm having the tech team look into it.
Thanks!
Sharaya
Yes please, if you can that will be great.*listens to gears grind for awhile*
It took the system awhile to think about it, but I was able to get this submitted. You should soon get an email confirming the order information, and I'll see what I can do about getting this shipped sooner, rather than later, since you've been waiting to get this submitted for awhile.
If we can help with anything else, please let us know.
Thanks!
Sharaya
Thank you so much! My players will be happy to have some more minis to hack through. Next time I have a large order like that I'll try submitting it in chunks.
Over the weekend, I tried to order some PDFs, but I got a message that my card had been declined. I tried multiple cards, but I got the same message. I've also checked my bank, and the original card I tried shows 2 holds on it from Paizo.
Any ideas on a fix?
It's being declined by our credit card processor because it's not passing the address verification check. That means that we cannot actually access those funds. However, your bank my still be willing do display it as a pending authorization and put a temporary hold on those funds.
More details about the billing process can be found here:http://paizo.com/paizo/faq#v5748eaic9n0t
I recommend checking to make sure that the billing address listed for your card on our site EXACTLY matches the billing name and address that your bank has on file for you. If the system is giving you any trouble updating that, feel free to send your billing address via email (to customer.service@paizo.com), and we can update it and try things again from our side.
If you have any further questions or concerns, please let me know.
Thanks!
Sharaya
Hello there, I have been pushed here for a problem I am having with the checkout of my order.
I have a full cart with an order, a few preorders and a subscription, but what ever I do the cart keep me in a loop, sending me round and round and round, validating all the steps, entering the back code of the credit card but always finishing back to my cart whithout ever being able to validate the order.
Someone told me that the problem was fixed, but since I find myself in some kind of limbo with my order and starting to become mad I come with a little request rightfully put by Milla Jovovitch in the Fifth Element :
"Please, Help !" :)
Hello there, I have been pushed here for a problem I am having with the checkout of my order.
I have a full cart with an order, a few preorders and a subscription, but what ever I do the cart keep me in a loop, sending me round and round and round, validating all the steps, entering the back code of the credit card but always finishing back to my cart whithout ever being able to validate the order.
Someone told me that the problem was fixed, but since I find myself in some kind of limbo with my order and starting to become mad I come with a little request rightfully put by Milla Jovovitch in the Fifth Element :
"Please, Help !" :)
I had the same problem. I called customer service, and the nice lady there moved my preorders to my sidecart (I think it's the "save for later" button on each item in the cart). That seemed to fix it.
Well thank you, I check the "save for later" on the preorders, they have been put in a whishlist, not in the sidecart, but the rest of the order worked after that.
Thank you.
I just read a post in another thread, and I guess if they're not in your sidecart, and you want them to ship with your subs when they come out, you need to contact customer service about that. and I'm off to double check the status of mine. :-)
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Yeah 'save for later' is actually 'save to decide if I want to buy for later'
Moving something to your sidecars is part of the ordering process. It commits you to buy the items when they are available/at your next subscription order. Now you've got the normal stuff through, might be worth trying to order again, and if that doesn't work, get in contact with customer service on Monday
After more looking, something probably does seem amiss here. I'm having the tech team look into it.You have me worried here: we International customers are used to having the system compute the split for us, which is a) very convenient, and b) gives us the benefit of the First Ten Shipping promotion. […]For the specific items you are asking about, it looks like when these are submitted as an order together for international shipping, which puts it over the maximum weight of 4 pounds for international standard post, which means that it has to ship via Priority.
You may want to experiment with try to submit these as two separate orders and see if it gives you any different/cheaper shipping options.
Do you know when this issue will be fixed? (I was disappointed to see that yesterday's update for the store did not fix it, nor the issue with the My Subscriptions page.)
Do you know when this issue will be fixed? (I was disappointed to see that yesterday's update for the store did not fix it, nor the issue with the My Subscriptions page.)After more looking, something probably does seem amiss here. I'm having the tech team look into it.You have me worried here: we International customers are used to having the system compute the split for us, which is a) very convenient, and b) gives us the benefit of the First Ten Shipping promotion. […]For the specific items you are asking about, it looks like when these are submitted as an order together for international shipping, which puts it over the maximum weight of 4 pounds for international standard post, which means that it has to ship via Priority.
You may want to experiment with try to submit these as two separate orders and see if it gives you any different/cheaper shipping options.
Unfortunately, I do not have an ETA at this time. I believe it is on the "priority" list, but it is also one of the more large and complicated problems, so it may take some time to untangle all of those knots.
I am having this problem also.
My cart is full. I try to checkout. It asks for my password. I give it. I am sent to the home page. I go to my cart.
rinse, wash, repeat. It is in a continuous loop.
Paizo... Please take my money...
I am having this problem also.
My cart is full. I try to checkout. It asks for my password. I give it. I am sent to the home page. I go to my cart.
rinse, wash, repeat. It is in a continuous loop.
Paizo... Please take my money...
I would be glad to look into this for you, however, I am not currently seeing anything in your shopping cart to see where the problems is. If you still need help with anything, please let me know.
Thanks!
Sharaya
I'm actually having problems checking out, it says my payment method was declined but when I checked with the card company they said the transaction was pending, I was hoping you could help me with this because I really need the Book im trying to buy Thanks
Yours looks like a different issue. Your card is being declined by our credit card processor, because it did not passing the address verification check. This means that something on the billing address attached to your card on our site does not match the information that your bank or card company has on file for you. So, while your bank may be willing to open an authorization, we can't actually access those funds.
More details about the billing process can be found here:
http://paizo.com/paizo/faq#v5748eaic9n0t
Please double check your billing address information before trying to submit this order again, and double check that it matches EXACTLY what your bank or card company has on file.
If you have any further questions, please let us know.
Thanks!
Sharaya
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Hello,
I am having the same issue as IraKroll. For the past couple of days I have been trying to process/ purchase a couple if minis and a bunch of PDF scenarios. And it just kicks me back to a log in screen. I sent and email to customer service and I just saw that Ira had the same issue so I am posting this here. Please advise. --Dan
Happy to get my PDFs relatively early this time.
I had trouble checking out, too, recetnly.
Hello,
I am having the same issue as IraKroll. For the past couple of days I have been trying to process/ purchase a couple if minis and a bunch of PDF scenarios. And it just kicks me back to a log in screen. I sent and email to customer service and I just saw that Ira had the same issue so I am posting this here. Please advise. --Dan
It looks like Katina got you taken care of over email on Friday.
If we can help with anything else, please let us know.
Thanks!
Sharaya
Happy to get my PDFs relatively early this time.
I had trouble checking out, too, recetnly.
If you have any specific feedback you can share about the trouble, that would be helpful.
Thanks!
Sharaya
