Customer Service Representative
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Hi Andy,
I'm sorry that we had not responded to your post yet, it must have gotten mixed up in our recent deluge. I apologize for any inconvenience that this may have caused!
Our system was supposed to have granted the PDF to your account automatically, but it had a problem with some folks whose orders were submitted after the authorization that month. I'm sorry for the confusion. I've granted the PDF to your account manually, and you should have received an email about it as well.
I've looked into your account and I do see an order that looks like it had been submitted but now is showing as unsubmitted. I'm not exactly sure what caused that to happen, but I will go ahead and submit that on my end now and send you an updated confirmation email for it. Feel free to look it over and let us know if there are any changes that need to be made.
Sorry again for the delay! Please don't hesitate to let me know if there are any further questions or concerns that I may assist you with.
Thanks, and have a great weekend!
Katina
Hello Andrew,
The order does have both sets of Pawns on it. I also see the Curse of the Crimson Throne Pawns. So there are 3 sets of pawns shipping in the order.
Ah, I see what you are looking at now. We are looking at different orders. Order 4155325 is the order Katina mentioned she was submitting for you, and is the order I am looking at. It shipped out today and is the order with all 3 pawns sets. Order 4095630, which is the one in your thread title (and I think the one you are looking at) shipped out on November 28 and does not include the pawns. You should have received an email for order 4155325 about 25 minutes ago (1:53pm Pacific Time) which shows all 3 pawns sets in the order.
Hello Andy,
Yes, all 3 pawn sets shipped out with order 4155325. Looking at the history of the items, they were originally in an order that was not submitted. The physical items, there were no PDF versions in that order. Katina submitted that order on December 2 (Friday) including the pawn sets. The order shipped out earlier today. The Curse of the Crimson Throne Pawns were part of your subscription and you should see the PDF on your My Downloads page now that it has shipped. I don't see PDFs of the other 2 anywhere in your order history or your cart.
Hello Andy,
That I don't know the answer to. As Katina mentioned in her post above, when she looked at it it wasn't submitted so she moved the items to a new order and submitted them. She's not in today so I can't ask her, but that she moved them to a new order suggests the order was being difficult.
I was digging around your account to see if I could figure out what exactly had happened and I did find another unsubmitted order that has PDFs of both pawn sets as well as 2 other PDFs. It is order 4131060. It looks like that may have been the order the physical items were originally in as well. It looks like it was submitted without the PDFs originally (I can see an email confirmation that was sent and it does not have the PDFs on it) and that the PDFs were added later, which caused it to be unsubmitted. PDFs are charged for and granted when an order is submitted, so if you tried to add them to a pending order of physical items the system would have unsubmitted the whole order. The may have been what caused the whole thing. I'll ask the tech team to look at it and see what they can figure out. Would you like for me to submit the PDFs?
Hello Andy,
The PDFs for the Pawn Sets have been submitted and you should be able to see them on your My Downloads page now. Let me know if you cannot. For the other 2 PDFs you will need to add them to your cart before I can submit them.
Hello Andy,
I only see one charge for the PDFs. Can you tell me where you are seeing a second one so I can investigate?
Hi Andy,
We've had couple of people look at this and double check our credit card processor information, and we are only seeing one charge.
I'm not sure what on that page is making you think it has been charged twice. It shows one payment of $24.98. This is the same info our credit card processor shows.
I'm not sure why your card would be showing two charges - unless your bank did the initial authorization as one transaction attempt, and the final charge as a 2nd transaction attempt. If that is the case, then one of them should expire from your account.
Is there something else that is making you think it was charged twice? I'm not finding any indication of this.
Thanks!
~Sharaya
Hello Andy,
You have only been charged once. You were charged $24.98 on order 4160219. The link you provided above is for this order and only has one charge. The PDFs were not on any other order and you were not charged for them on any other order. Can you tell us where you are seeing a second charge?
Hello Andy,
Thank you. It may be the dates that are confusing you? The order was submitted on December 9, but the charge likely settled on December 12. It sounds like you only see the one charge, and that matches what we see on our end as well, so it sounds like everything is as it should be.