Customer Service Representative
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Hi there! I ordered the beginner box around the middle of the sale on Humble Bundle, and I've been keeping track of the responses to others in regards to what i can do. However, I think my account may have an issue. I have made sure to "Submit Order" in the Confirm Tab after all of my correct information is input. When I do, though, I am redirected back to the Payment Information tab. No items show up in my Order History, however I do see a pending charge on my bank information, although it has never gone through any time I've retried submitting. Any way I can fix this?
Hello AveGaruda,
I think I see the issue, and I'll be emailing you with further details in just a moment. Keep an eye on your inbox, and we should be able to resolve things from there.
Just let me know if there are any further questions or concerns that you may have in the meantime.
Thanks!
Katina
Customer Service Manager
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Hey folks! Good news! Nearly all of the Humble Bundle orders that are ready to ship have! We expect that all ready to go orders should ship by early next week!
The majority of Beginner Box orders we have left at this point have had a payment failure of some variety.
If your order has had a payment method failure, you should be able to nudge that in your order history. If you have any questions or need any assistance, just let us know via customer.service@paizo.com, creating a new messageboard thread for your issue in the customer service forum, or via phone call M-F 10am-5pm PST.
Reminder:
- We only settle payment methods when we are shipping orders. If we have not shipped your order, we have not charged your payment method.
- When your order is submitted, you may have seen an authorization on your online banking (we also note the authorization on your order's order history page).
- Authorizations are not settlements, it merely checks the account number is valid and funds are available; however, many banks will "hold" the authorized funds until either the order is shipped and we initiate the settlement or the authorization reaches its expiration date.
- Due to the backordered Beginner Boxes's expected shipping timeframe, most, if not all, authorizations will have expired by the time orders are expected to ship.
- When your order is being prepared for shipping, we will re-authorize your payment method. If we are unable to authorize you payment method, you will receive an email notifying you. You can adjust your payment method or retry the payment method from your order history.
Hello Elthbert,
Your order was not submitted. Log in and click on My Account. Scroll down until you see the box that says Humble Bundle Redemption on the right hand column near the bottom. Clicking on that will take you to the screen where you redeemed the codes. Scroll down past the box that has all of the redeemed codes in it and you will see the Beginner Box and some tabs for shipping, billing, and confirmation. Clicking on shipping and billing boxes will let you put in the information you need. Clicking on the confirm tab will show you a review of the order. Make sure to push the Submit Order button on that tab to submit your order (this may be what you had missed). When you do that you will receive an email confirmation and will be able to see the order in your order history.
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Customer Service Representative
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I haven't received my order either. I went through, redeemed my code and entered my shipping information. I have not received it. I do see the pdf version available and have downloaded it, but I was also supposed to receive a physical copy, right?
Hello Kaiyoto,
Thanks for letting us know! I've taken a look into your account and it appears that your Beginner Box order was not fully submitted, so it has not yet shipped out. The PDFs for the box were included in the digital bundles, so you received those without the physical product having to ship. Sorry for the confusion!
I've submitted the order from our end, so you shouldn't have to worry about that. For the time being, I put the box into your sidecart so that it can send with your upcoming subscription. However, if you'd prefer to have it sent on it's own, just let me know and I can move it to a new order. Otherwise, I'd be happy to help with any further questions or concerns that you may have in the meantime.
Thanks!
Katina
I have an issue with my order (#3904342).
I had indicated that I wanted my Beginner Box to be bundled with my next subscription shipment. I thought that this would save me on shipping costs.
Well, I received a notification that my subscription item and the Beginner Box are being shipped as two packages instead of being bundled as one. If you were going to do that anyway then why bother asking me if I want them to be bundled together?
Also, it says that the shipping cost for the Beginner Box is $12.87, and the shipping cost for the subscription item (Horror Adventures) is $13.87. That's a total of $26.74 in shipping costs for what was supposed to be a single, bundled shipment.
Why are the shipping costs so high??? Why does it cost more to ship one book than to ship the bulky Beginner Box?
Also, my previous item's shipping cost was ONLY $9.32. Why would the cost of shipping an identically-sized item go from $9.32 to $13.87 in just a few month's time?
I am not happy with this situation at all.
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Customer Service Representative
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I have an issue with my order (#3904342).
I had indicated that I wanted my Beginner Box to be bundled with my next subscription shipment. I thought that this would save me on shipping costs.
Well, I received a notification that my subscription item and the Beginner Box are being shipped as two packages instead of being bundled as one. If you were going to do that anyway then why bother asking me if I want them to be bundled together?
Also, it says that the shipping cost for the Beginner Box is $12.87, and the shipping cost for the subscription item (Horror Adventures) is $13.87. That's a total of $26.74 in shipping costs for what was supposed to be a single, bundled shipment.
Why are the shipping costs so high??? Why does it cost more to ship one book than to ship the bulky Beginner Box?
Also, my previous item's shipping cost was ONLY $9.32. Why would the cost of shipping an identically-sized item go from $9.32 to $13.87 in just a few month's time?
I am not happy with this situation at all.
Hello Atavar,
Thank you for your questions! I apologize for the confusion with your order. In this case, it looks like our system was being a bit stubborn and the shipping should have been a bit cheaper. Because of shipping restrictions, these items wouldn't be able to go in the same box via Standard Post, but they should have been able to go out in one box via UPS Ground for around $20.
Since you've only paid for the part that has shipped already, what I've done is granted a $6.74 shipping discount to the order. That way when the second part of the shipment goes out, it should only charge you for the remainder of what you were supposed to pay originally. Just let me know if there are any issues with that when you get your second confirmation email, and I'll be glad to take a look.
If there are any further questions or concerns that you may have in the meantime, please don't hesitate to ask and I'll be happy to help.
Thanks!
Katina
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Customer Service Representative
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I just updated payment and confirmed, but do I get any confirmation other than a what was shown on the page? Email? Email notifying me that it's shipped?
Hi barset,
Taking a look into your account, I can see that the order has been confirmed and is currently pending. You should have received a confirmation email to let you know that it was placed, but it has not yet been processed for shipping. Once our warehouse reaches your order in the queue, they should send you an additional confirmation email to let you know that it's on the way.
If you need to make any changes to the order, we should be able to help you with that any time before it is processed for shipping. Otherwise, I'll be glad to help with any further questions or concerns that you may have in the meantime.
Thanks, and have a wonderful weekend!
Katina
I have an issue with my order (#3904342).
I had indicated that I wanted my Beginner Box to be bundled with my next subscription shipment. I thought that this would save me on shipping costs.
Well, I received a notification that my subscription item and the Beginner Box are being shipped as two packages instead of being bundled as one. If you were going to do that anyway then why bother asking me if I want them to be bundled together?
Also, it says that the shipping cost for the Beginner Box is $12.87, and the shipping cost for the subscription item (Horror Adventures) is $13.87. That's a total of $26.74 in shipping costs for what was supposed to be a single, bundled shipment.
Why are the shipping costs so high??? Why does it cost more to ship one book than to ship the bulky Beginner Box?
Also, my previous item's shipping cost was ONLY $9.32. Why would the cost of shipping an identically-sized item go from $9.32 to $13.87 in just a few month's time?
I am not happy with this situation at all.
Hello Atavar,
Thank you for your questions! I apologize for the confusion with your order. In this case, it looks like our system was being a bit stubborn and the shipping should have been a bit cheaper. Because of shipping restrictions, these items wouldn't be able to go in the same box via Standard Post, but they should have been able to go out in one box via UPS Ground for around $20.
Since you've only paid for the part that has shipped already, what I've done is granted a $6.74 shipping discount to the order. That way when the second part of the shipment goes out, it should only charge you for the remainder of what you were supposed to pay originally. Just let me know if there are any issues with that when you get your second confirmation email, and I'll be glad to take a look.
If there are any further questions or concerns that you may have in the meantime, please don't hesitate to ask and I'll be happy to help.
Thanks!
Katina
Ms. Davis,
Thank you for your quick response on this issue.
However, the second part of the shipment has gone out, and it does NOT reflect a $6.74 shipping discount. The originally-quoted price was $44.99 plus $13.87 for shipping for a total of $58.86. A discount of $6.74 would have reduced the total to $52.12. The amount that cleared my account was $55.36, a reduction of only $3.50.
Will the remaining reduction of $3.24 be refunded to my account?
Sincerely,
Atavar
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Customer Service Representative
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Hi Atavar,
Sorry about that! Looks like our system was being stubborn. :-/ I've refunded the difference back to your card, and you should see it appear on your account in 1 - 5 business days, depending on your bank.
Just let me know if there's anything else I can help out with in the meantime. Thanks, and have a great day!
-Katina
hey hey, wanted to do a status check on my order. redeemed it back when and filled everything out, but im not getting anything on my order history.
Hi FrozenFrost,
I've looked for your order, and t doesn’t look like it was submitted all the way. You should be able to get back to the order here to finish submitting it: https://secure.paizo.com/humblebundle
On the confirmation step, there is a “Place Your Order” button that people sometimes miss. Once it is submitted successfully, you should get an order confirmation email and it will show up on your Order History page.
Thanks!
~Sharaya
Hi Atavar,
Sorry about that! Looks like our system was being stubborn. :-/ I've refunded the difference back to your card, and you should see it appear on your account in 1 - 5 business days, depending on your bank.
Just let me know if there's anything else I can help out with in the meantime. Thanks, and have a great day!
-Katina
Hello Ms. Davis,
The refund appeared in my account yesterday. My issues with this order are now fully resolved.
I wanted to thank you and your colleagues sincerely for your timely resolution of my order's issues. You've restored this customer to Happy Customer status. :)
Thanks,
Atavar
I think my Beginner Box Order is also stuck. I just tried to unstick it and got an order #4028053 for the promos that I should have gotten at Gencon :)
Would someone please look at this and see if my Beginner Box is going to ship?
Thanks,
Ken
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Customer Service Representative
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I think my Beginner Box Order is also stuck. I just tried to unstick it and got an order #4028053 for the promos that I should have gotten at Gencon :)
Would someone please look at this and see if my Beginner Box is going to ship?
Thanks,
Ken
Hello Ken,
Thanks for letting us know! I'm sorry to hear about the confusion with this. It looks like your Beginner Box was in the sidecart, so I've moved it into the order with the promo cards. Did you end up receiving the promos at Gen Con? If so, I'll go ahead and cancel them from the order and get the Beginner Box on the way to you. Otherwise, I'll leave them in there.
Please don't hesitate to ask if there are any further questions or concerns that you may have in the meantime, and I'll be more than happy to help.
Thanks!
Katina
I didn't get the promos at Gencon. Thanks very much for taking care of this more me.
Regards,
Ken
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Customer Service Manager
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Folks,
Beginner Boxes are in stock, ready for shipping and are no longer backordered.
If your redemption code was fully submitted, you should be able to see your Beginner Box order in your Order History. Link: https://secure.paizo.com/paizo/account/orders.
If it was not fully submitted or if you need to check, you can do so via your My Account page in the section labeled Humble Bundle Redemptions. Link: https://secure.paizo.com/humblebundle
If you are having issues with your order or have any questions, please create a new thread in the customer service forums, email customer.service@paizo.com or give us a call Monday - Friday 10am-5pm PST and we will be happy to assist.
Thanks,
Sara Marie