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Software Architect. Organized Play Member. 258 posts. No reviews. No lists. No wishlists. 4 Organized Play characters.


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Paizo Employee Software Architect

DemiurgeMCK wrote:

Hi, newbie Pathfinder player here - how do I get PDF access to purchases made through FantasyGrounds.com?

I bought a bounty adventure (#3, Shadows and Scarecrows) on Fantasy Grounds three nights ago, followes the instructions to sync the Paizo and Fantasy Grounds accounts, and at least have it so Fantasy Grounds knows which digital content I have on Paizo.com (and offers discounts on the FG modules).

However, whenever I go to review my digital content on Paizo, the My Downloads/Digital Content doesn't have the bounty anywhere. I tried sending an email to customer service, but other than an auto-reply message I've heard nothing.

What do I need to do next?

Hi, Demiurge!

When you synchronize your Paizo account with your account on a partner's website, they're supposed to automatically send our website a request to link the accounts. Since you're seeing discounted prices on their website, it appears that this process completed successfully.

In the same way that their website asks ours which products you own so they can offer discounts on their versions of those products, their website is also supposed to report to ours any products you purchased from them so that we can unlock the corresponding PDFs on our side. It appears this second process has not completed successfully.

If you visit the Fantasy Grounds Paizo Account Sync page, you should see a button to "Send Purchase Info to Paizo.com". Try clicking that and see if your downloads unlock. If they do not, please post back here with the date and time you clicked the button, so we can look into where things went wrong.

Paizo Employee Software Architect

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Oh hey, it's my first Starfinder writing credit!

Paizo Employee Software Architect

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Hello, all,

My apologies for my late return to this thread.

Eledriel,

I believe what you are experiencing is a bug on the customer order display page. From looking at your order information directly, our records state that we did charge you tax on that order, and said tax will be remitted as appropriate. We currently have a bug fix working its way through the system, which I expect will be released either this week or next.

I have forwarded your additional request up the chain.

Is anyone besides Zaister still being charged by their local customs office? The number of positive posts following the filing changes in early August, as well as the significant drop-off in subsequent posting, suggests that those changes resolved the vast majority of issues across multiple countries.

Zaister, I will of course continue looking for whatever might be causing your continued troubles, but it may be more difficult to determine without others experiencing the same issue.

Paizo Employee Software Architect

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We're currently looking into both of these issues.

Paizo Employee Software Architect

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Papa-DRB wrote:

Got mine last night, but it is only the slipcase. Where are the books and PDFs?

-- david

I can confirm that the books within the slipcase are not listed separately. The orders generated last night are only for physical products - PDFs are being handled separately.

Additionally, we have partners in the UK, Australia, New Zealand, Canada, and the EU who will be handling distribution for those countries separately. The orders generated last night are only for products Paizo is shipping directly.

Paizo Employee Software Architect

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Hey, Steve. I'm looking through your orders, and it looks like our checks with USPS for current shipping costs to you indicate that USPS delivery isn't currently available to your address. I know USPS has been suspending different services to different countries over the last several years, and I would expect that is what's occurring here.

Being able to select and keep USPS Priority International as your preferred shipping method ensures that we will resume using that shipping method for you as soon as USPS indicates that it's available again.

Paizo Employee Software Architect

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Cori Marie wrote:
If we didn't get a notice should we be worried?

It depends on what items you're expecting and where you live. We processed only orders for physical products that we're handling shipping for directly. We have partners handling distribution for the following countries:

Spiral Galaxy Games: UK
Aetherworks: AU, NZ
Lion Rampant Imports: CA
Ulisses Spiele: AT, BE, BG, CY, CZ, DE, DK, EE, ES, FI, FR, GR, HR, HU, IE, IT, LT, LU, LV, MT, NL, PL, PT, RO, SE, SI, SK

If you are expecting physical products and live in a country other than the ones listed above, you should have received a notification. If you did not, please email Customer Service. If you're expecting only virtual products, or live in one of the countries listed above, there is no cause for concern at this time.

Paizo Employee Software Architect

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Hi! We processed orders for physical products last night. PDFs will be handled differently, so no need to worry about missing PDFs at this time.

Paizo Employee Software Architect

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We'll take technical issues of all shapes and sizes here. What's going on, Steve?

Paizo Employee Software Architect

Totally Not Gorbacz wrote:
Sure Brian, thanks a lot! My issue is ultimately unfixable - while you've managed to whisk VAT away, the post office will still have me pay for the trouble it took them to establish that VAT was handled on your side.

That sounds absurd to me - isn't the entire point of having companies collect the VAT upfront so that the post office doesn't have to waste a bunch of time and effort nickel-and-diming everyone receiving shipments?

Just to clarify, you're saying there's nothing that Paizo could be doing more correctly with your shipment to prevent the post office from charging you at all?

Paizo Employee Software Architect

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Hello, everyone!

I'm so glad that everyone who has responded so far since the update is reporting no issues with their latest orders! The response is strong enough that we can be reasonably sure that the underlying issue lay with our predominant carrier for Euro-bound packages not including all the data they should have in the e-filings they transmit on our behalf.

From a technical perspective, Paizo will consider this issue tentatively closed until we have reason to believe there are additional problems with VAT reporting for overseas shipping. I'll continue monitoring this thread and responding when needed, but I won't be keeping to a strict update schedule going forward. I also intend to reduce the priority of the other VAT-related issues I outlined above, as they appear to be either non-issues or issues of vastly lower customer impact.

Our increased certainty of the root cause of this issue is enough that we can comfortably contact every customer in a VAT-paying country who received a shipment via the aforementioned carrier during the 2022 calendar year. We will be sending out an email to all such customers who may have been affected by this issue, explaining what happened and offering them the same reimbursement opportunity offered to folks in this thread.

I understand that several of you did not keep receipts or would prefer alternate forms of reimbursement, but regrettably I have been unable to secure additional reimbursement opportunities for you at this time.

Please feel free to continue to post status updates in this thread indicating whether your parcels are arriving to your residence stress-free (or not) until you feel personally confident that the issue is fully resolved. If I see an uptick in problems, we'll track down and resolve those issues as well.

Once again, please accept my sincere apology on behalf of Paizo for this inconvenience. You may live halfway around the world from us, but you all matter, and your continued support means a lot to me, personally. Y'all are lovely, and I hope we can interact again soon, under more pleasant circumstances!

Paizo Employee Software Architect

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Thanks for the report. We had an indexing payload large enough to completely jam our indexer, pausing search results from February onward. We resolved the issue and our indexer is now playing catch up. It's currently in late March, and I'd expect it to be completely caught up overnight.

Paizo Employee Software Architect

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I appreciate everyone's patience through last week without additional updates. I spent some of it in transit from GenCon, some of it recovering from GenCon, and some of it catching up on the nearly two weeks I was out.

The improvement announced on Friday, July 29th should start having an effect - please let us know if your customs issues have been resolved for orders shipped after that date. We also intend to shortly release an update removing the misleading "VAT rate at destination" line currently visible on your order history pages and shipping labels.

In the meantime, we're working on the following:


  • Improving how we track and handle Harmonized System (HS) codes to be country-specific
  • Looking into improved handling of tariffs/duties for jurisdictions where that matters
  • Ensuring our shipping labels and customs forms comply with requirements for commercial invoices for international shipping
  • Adding additional cross-references between our e-filings, commercial invoices, and other documents to make the relationships more obvious for customs officials.

While these additional items are important, most of them are of one of two natures - either "quadruple-check that we did, in fact, build this right the first time", or "improve further something already working". They will likely be given a de-escalated priority if the UPS e-filing improvements resolve the issues reported in this thread.

As always, the most difficult part of this process is gathering the information about which efforts bear fruit, so please keep us updated if your shipments start being processed by customs differently (or if they are treated the same).

And once again - thank you all for your patience and continued patronage.

Paizo Employee Software Architect

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Friday update: Starting tomorrow, July 30th, orders that we ship to Europe via UPS (including Mail Innovations) will have improved e-filing that may resolve this issue. We will continue to work on additional improvements to our overseas shipping procedures, but we wanted to let you all know to be on the lookout for future shipments, and to let us know if you experience any changes on your end.

Paizo Employee Software Architect

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Wednesday update: we're down to the last few days before a bunch of us ship off to Indy for GenCon. We'll still have tech staff working on this issue, but I won't be able to commit to further updates until the 9th.

Paizo Employee Software Architect

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Update: investigation of one of the potential reporting deficiencies appears unlikely to be causing or contributing to the customs issues in the EU.

Paizo Employee Software Architect

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Today's update: investigation continues, but nothing new of significance to report.

Paizo Employee Software Architect

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Zaister wrote:
From my perspective, this seems to be working now for shipments to Germany. Last month, and again just now this month, I didn't have to pay any additional import tax to get my shipment.

Hey, Zaister. Interesting - I don't see a clear distinguishing factor with your recent orders. That's good to know, however.

Zaister wrote:
Brian, could you perhaps check if the tax rates are set correctly for Germany? My invoice states, "VAT rate at destination: 19.00%". This is correct; however, Germany has a reduced tax rates for books at only 7%. I hope your system can handle that.

You're almost certainly seeing the display bug I explain here. I took a brief look through your orders, and nothing jumped out at me as erroneous in the amount of tax we've actually charged you. If you see something that looks amiss with how much we charged you, please contact customer service.

Paizo Employee Software Architect

xNellynelx wrote:


Hi Brian!

I, personally, get the automated response with a ticket number. Though I've seen others on the forum who do not. I fortunately have only needed to email CS twice, thus my "half the time" comment. The first time I emailed CS, I got a response in 24 hours. The second time, still pending a response 21 days later.

I can only comment on what I see, so for all I know I'm just waiting in a very long long. Which for the record is understandable. But there is no way to know if I'm waiting in a long line, or if my ticket fell off somewhere in the automated process.

I appreciate the clarification, xNelly. I'm trying to distinguish between technical problems with the ticketing system and the non-technical problem of tickets not being responded to in a reasonable timeframe. I can personally help with the former, but have very little control over the latter.

Paizo Employee Software Architect

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Good to see you, Steve.

If you get an email confirmation, that's pretty reliably an indication that your ticket was created successfully. We've had no known cases of tickets disappearing, and a lack of response is due to non-technical reasons that would likely be equally applicable to the CS Forums if they were brought back. I do recognize that at least seeing your ticket on a page along with other tickets that are being acted upon can be reassuring that your time will come. The CS forums also fostered a spirit of mutual assistance and comradery that ticketing lacks.

Thanks, Paul.

I strongly suspect that your email system is flagging our response emails and sending them to spam or similar. Not only do we have the two tickets you mentioned, but in addition to the automatic confirmation you should have received the emails we sent upon completion of each ticket. I've just sent you a fresh email from our ticketing system with the subject line "A test email from Paizo's ticketing system". Please look through your inbox, spam folder, etc, and let me know if you received it.

Paizo Employee Software Architect

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Today's update: Nothing new to report. GenCon looms, so progress on this issue will be slowed.

Franz Lunzer wrote:

Sorry, that was actually the wrong ticket ID, that was the cancellation where I did get a confirmation, although not in reference to the ID.

The right ticket ID regarding the VAT / IOSS situation was 152488. (We can take this to PM or email, if you want)

...

Hello again, Franz

Thanks for the correction on your ticket ID. I'll email you.

I also very much appreciate your candid reply, and I completely understand your legitimate frustration and disappointment in Paizo's recent performance with your orders. Unfortunately, I am not in a position where I can make unilateral policy decisions regarding customer reimbursement or customer correspondence. As such, I will continue to do what I can - advocate on behalf of those affected by this issue and reporting back here regularly until either the issue is resolved or I am told to stop.

Paizo Employee Software Architect

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xNellynelx wrote:
3) The Ticket system only works half the time. When it works, it works and I get a response like...a day later. When it doesn't work, it's radio silence and you have nowhere to go with your ticket.

Just for clarity, are you saying that half the time when you send a fresh email (not a response to an existing email chain) to customer.service@paizo.com, you do not get back an automatic email response with a ticket number?

Paizo Employee Software Architect

Aventhar wrote:
Hi Brian, can you reset my account as well? I’ve had this issue for a couple weeks now, and I’d love to buy some stuff!

I appreciate you reaching out, Aventhar - I've fixed your cart.

Additionally, we deployed a fix for this issue earlier this week, so people who aren't experiencing this issue already shouldn't find themselves experiencing it going forward. Come Monday, we'll also deploy a bulk update to fix any already-broken carts.

Again, thank you all for your patience!

Paizo Employee Software Architect

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Irrgardless wrote:

Thanks!

Is there a timeline for the page being overhauled?

The short answer is no. The long answer is the rest of this post:

We already have the designs, mock-ups, and proof-of-concepts completed for a fantastic new downloads page, and have for quite some time. Unfortunately, page and usability overhauls that you all ask for (and that we love to deliver) are frequently trapped in a prioritization limbo.

Tech handles not only the Paizo website, but also our backend services (such as warehousing, order processing, etc.), as well as internal infrastructure for our employees (corporate network, administrative services, VPN connectivity for work-from-home, tech support for employee workstations, etc.). Across all these responsibilities, you can roughly break down our prioritization queue like so:

1. Legal requirements - we have to follow the law and remain in compliance with regulations, both in the USA and abroad. This includes following privacy laws, tax compliance, data security obligations, etc. Preventing and remedying these issues as they come up takes priority over everything else we do.

2. Ethical requirements - we have to ensure that we're doing business ethically, which from a technical perspective means fixing bugs or data mistakes that might mislead the public, especially if such bugs might affect how people make purchases.

3. Essential business functions - we have to be able to advertise, sell, and ship/distribute our products effectively. This also includes proactive maintenance of our infrastructure. Without these, we have no business and no jobs, and our customers have no new products or content.

4. User experience - we want our users to have a wonderful experience navigating and using the site. Issues in this category are often inconveniences, but either have workarounds or affect non-essential site features. Things like overhauling the downloads page fall into this category.

5. Sizzle - These are all the delightful, but entirely unessential improvements that are great to get to when we can.

As new tasks are created, they may jump the queue depending on their priority. Unfortunately, this means that lower priority tasks are frequently bumped back as newer high-priority tasks come in. This is supremely frustrating for both us and you, since we love releasing visible improvements to the website that make users happy, and users love seeing their experiences improved and their problems resolved in a timely manner.

Paizo Employee Software Architect

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Update: We're currently working on several different issues the build off the model changes I discussed yesterday.

Franz Lunzer wrote:


I too did reach out to Paizo and never got more than an automated response [157212 ticked ID].

Could you please also send out an email to all likely affected EU subscribers so they too know about this solution? I suspect that most (like me) don't regularly check in on the boards all to often.

Hi, Franz,

It appears that we resolved that ticket three days after you filed it, but no response was sent informing you that we'd done so. I'm so sorry about that. Hopefully you've found that the changes you requested were completed to your satisfaction. If not, please let me know and I'll light any necessary fires.

I agree that this forum thread should not be the extent of our outreach on this issue. We're still determining the exact criteria that cause someone to run afoul of this issue - while it affects only customers who pay VAT, it does not affect all customers who pay VAT. I'll relay your request up the chain.

Paizo Employee Software Architect

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Update: Today we finalized changes to how we model product and tax data for overseas shipping. These changes form the foundation upon which adjustments to our EU shipping strategy will rest.

Paizo Employee Software Architect

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Update: No new information today.

Paizo Employee Software Architect

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Sorry about the late update today. Nothing new to report.

Paizo Employee Software Architect

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The download filters do not work properly. Part of the issue is due to inconsistent metadata tagging on various products, and another is a few bugs in the filtering implementation.

Tech handles the bugs side of things, and it's one of those situations where we're already completely overhauling the page, so it doesn't make much sense to spend time correcting bugs that won't exist after we do.

The most effective way to search for things currently on the downloads page, unfortunately, is using ctrl-f to have your browser search the page.

Paizo Employee Software Architect

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Hello, Anorak,

I can confirm that our ticketing system has two open tickets for you that match your description above. I hope we're able to get back to you soon.

Paizo Employee Software Architect

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Update: Nothing new to report today.

Paizo Employee Software Architect

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Thank you all for your patience. We've identified a bug in which sometimes new carts are set to draw inventory from the wrong warehouse. So even though adding products to said carts does work, the carts immediately remove the products that are unavailable from whichever warehouse each cart is expecting to use.

We've opened a ticket to fix the bug. In the meantime - Mark, David, and Cronax - I've reset your current carts to the correct warehouse. It's not a permanent workaround, but it should allow you to use your current carts. If the same thing happens again, please feel free to post here again, and we'll apply the workaround again.

Paizo Employee Software Architect

Jnorris wrote:
I'm very certain I know what the problem is. The sendmail protocol in the backend code is using the wrong port and/or URL. They need to change those values and redeploy the code to the web server. If so, the delay is their development life cycle of developer to release.

Good guess, but the issue lay elsewhere. We released a fix this evening, so resetting your password should now be sending you an email properly.

Paizo Employee Software Architect

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Update: We released fixes for a number of pressing bugs today, but work on the expanded requirements for VAT orders continues.

Paizo Employee Software Architect

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Thanks for doing a very clear write-up, KC! I've been seeing some rumblings about this before, but this thread's detail helped me find the problem. I was able to do a partial mitigation last night that should have resolved the most egregious cases, and I'll dig into it more today to hopefully fix it entirely.

Paizo Employee Software Architect

I've been playing a goblin inventor whose weapon innovation is a spoon gun. There are ten initial modifications to pick from, but seven of them are restricted to either melee weapons or simple weapons, leaving only three actually available. Two of those three involve granting the modular B/P/S trait, which the spoon gun already possesses, and the last one adds versatile B and non-lethal traits, a technical but uninspiring upgrade. One of the options adds non-lethal as an option that can be added or removed with the modular system, and the other allows the item to be packed down and smuggled more easily.

It just seems like ranged martial weapons with modular B/P/S get very little out of the basic modifications list for innovations. I guess I'll take Blunt Shot to save myself the interact action whenever I need bludgeoning.

I'm mostly just wondering if I'm missing something, or if one or more of the options are way better than I'm recognizing.

Paizo Employee Software Architect

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Update: the issues are in development currently.

Paizo Employee Software Architect

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Sanityfaerie wrote:
Now ideally, people would learn and not post in response to spam threads, but it seems like in the case they do, it would be better to delete all of the posts in the thread, once the original post is shown to be utter spam. After all, we already purge posts that quote purged posts for other issues. Is there a reason that it's not moderator policy to do that for spam threads?

That is policy, and should have been done in the cases you mention. Feel free to flag any and all remaining posts in spam threads to ensure they cross someone's radar again.

Paizo Employee Software Architect

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Update:

We had a very productive meeting with our tax service today, in which we identified several ways in which our international reporting may be deficient. We've distilled the contents of that meeting down to an internal list of improvements, which we'll begin working on over the following days and weeks.

Paizo Employee Software Architect

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We're currently waiting on information from our tax service, which hopefully will arrive on Monday.

Paizo Employee Software Architect

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Unfortunately, I don't have a real update today. I do know that CS has granted some reimbursements already, though I don't have statistics.

Paizo Employee Software Architect

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General update: early tomorrow morning I'm meeting with overseas representatives of our tax service to review our reporting practices and figure out our next steps.

Senonu wrote:


Thanks for your reply! I stand corrected - the order still lists

Paizo Order wrote:
VAT rate at destination: 21.00%

but the actual VAT is 9% of the cost.

Hi, Senonu - with the additional information you provided, I was able to track down the bug you're encountering. Though we're calculating and charging VAT correctly, the "VAT rate at destination" we display in user order history and on packing slips appears to be generic for a given address and time. For the Dutch, this would indicate a rate of 21% on all orders, which is obviously incorrect. I've opened a ticket to change how those reports are generated - to either use the actual effective rate of the order (which may be a mixture of rates across multiple product classes), or to remove the "VAT rate at destination" entirely, as a generic rate without the context of what was purchased is largely irrelevant and potentially confusing.

This problem is limited to the generation and display of the order history and packing slips. It does not affect how we actually calculate and charge VAT.

Thanks for bringing it to my attention!

Paizo Employee Software Architect

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Clarifications and updates:

Eledriel Darkfire wrote:
While this sounds like a nice thing from Paizo to do in the way you phrase and post it, I'm sure you and Paizo are aware that you're legally obliged to pay back any VAT that you collect but that is never received by the federal tax offices where the VAT is due?

Correct. To the best of our understanding, we both charge and remit VAT fees correctly. The issue at hand is with how we do our real-time reporting. So the VAT we collect is being remitted to various governments as appropriate, but customs officials aren't aware of that and are charging again.

We're committing to not only reimburse you for the redundant VAT charges levied by your local customs offices, but also for any additional penalties, fees, and other assessments from your customs office caused by this issue as well.

Eledriel Darkfire wrote:
To be honest, when I see how long it takes for customer service to work on IOSS issues they are sent, I could only guess that I will receive store credit roundabout 9 to 15 months after Paizo collected the VAT? (I've not yet received any feedback on some mails to customer service from beginning of the year)

We are currently trying to improve our ticket handling workflow such that tickets involving financial issues are handled in a more expedited fashion. This very thread is evidence of how much more complicated issues like this become when they're not handled quickly.

Quote:

Additionally, store credit is not the same as a refund - it can't be used on subscriptions, and I only can use it to generate more revenue for Paizo. And to be honest, with how it currently goes with IOSS and how long there was no improvement at all for months, and how hard it currently is to get any support from Paizo, I'm not that positive that Paizo will fix the IOSS issue any time soon, and if it is not fixed in the near future, I will simply stop ordering at Paizo.

So, in this case, future store credit would not be of any use for me. It is money I paid to Paizo and not received anything for it.

This is not really acceptable. At least there has to be a guarantee that the store credit will be in the account within days (not even weeks!) after sending the receipts to Paizo.

These are entirely reasonable concerns and objections. A few notes:


  • Store credit can be used on subscriptions. To control this, visit your subscription management page and ensure it's set to use store credit if available.
  • Sometimes store credit doesn't apply to orders properly, and this bug can affect subscription orders. In such cases, you should be able to contact CS to refund and manually re-process your order to correctly incorporate store credit.
  • As mentioned above, Paizo is technically not refunding the VAT it has (correctly) charged and remitted. Rather, it is reimbursing you for the extra fees charged by your customs offices, which in many cases will exceed the original VAT we charged. This distinction may seem pedantic, but it's an important distinction to maintain accurate accounting records.
  • I recognize that store credit is both "friendlier" to Paizo's accounts and has less marginal utility to you than cash. Hopefully my points above alleviate at least some of your concerns regarding not being able to use store credit for your normal Paizo activity.
  • I recognize that it's frustrating (or at the very least, skepticism-inducing) to ask you to rely on opening tickets with Customer Service given the origins of this thread. Hopefully the continued existence of this thread and my commitment to updating it daily will ensure that such tickets will not become lost in the ether.

Locotomo wrote:

Not a tax problem, but I tried to cancel an order (accidentally ordered the physical book instead the PDF).

Can you please look into this before you send the book?

Hi, Locotomo. CS got to your ticket before I looked into it - you should have a response in your inbox from this morning.

Zaister wrote:
I've looked through my orders in the online history, and it looks to me that Paizo has started collecting VAT at the beginning of 2022, so in my case all my subscription orders this year would be affected. I'll see if I can find all the UPS receipts.

Hello, Zaister! That timeframe matches our records, as well.

Senonu wrote:
With some guilt, I'd like to add a little something extra: you guys have the wrong tax rate for the Netherlands (and likely other EU countries as well), as books tends to fall under a lower tax percentage. It tends to be a significant difference.

Hello, Senonu!

I looked into a few of your recent orders, and we appeared to be charging the (lower) Netherlands rate of 9% for both our books and the shipping and handling on said books. Additionally, I checked the tax classification (used to determine the tax rate) for the products we shipped you, and they appear to be correctly set. If you feel we have overcharged you VAT on an order, please email customer.service@paizo.com with the order information in question so they can look into it further.

Paizo Employee Software Architect

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Hello, all,

I have an update! If Paizo has already assessed and collected VAT for orders from Europe, we will reimburse any fees assessed by your local customs office due to this issue. We will also continue to reimburse such fees until this issue is resolved. This reimbursement will be in the form of store credit added to your Paizo account. To receive this reimbursement, please send an email to customer.service@paizo.com with a copy of your receipt(s) from your local customs office and their associated order number(s).

We fully recognize that this measure doesn't resolve the underlying issue, and doesn't prevent the inconvenience of needing to pick up your packages at the customs office and pay tax again, but we want to at least alleviate the financial pressure this has placed on you while we continue to investigate.

Paizo Employee Software Architect

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Hello, all.

Those are very good questions. I am not in a role that decides Paizo's business rules, so I can't make such determinations myself.

I forwarded the situation and some potential solutions across multiple departments internally, and they're currently assessing the extent of the excess costs and what responses are viable. Unfortunately, that means I don't have a word from on high as of yet.

I will, however, make the following observations:


  • If you elect to receive your packages, paying the fees assessed by customs, I recommend keeping the receipts, and ideally labeling them with the Paizo order number. Being able to easily associate specific customs fees to specific orders will almost certainly be helpful in the future.
  • Paizo's continuous position for as long as I've been here has been that customers should not shy away from using whatever legal method of obtaining our books brings them the most joy. It's completely understandable that someone might be unable or unwilling to float the additional fees to accept international shipments while Paizo resolves this issue.

Paizo Employee Software Architect

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Hello, all,

My continued prodding has yielded no fruits.

Paizo Employee Software Architect

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Hello, all,

I still have nothing new to report after today. Tomorrow I will prod more firmly to ensure things keep moving.

Paizo Employee Software Architect

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Hello, all,

Unfortunately, I have nothing new to report today - we're still waiting on information back from our tax service. From the different reports we've gotten from customers affected by this issue, we have a pretty good indication of where the issue is. What we're currently trying to do is get positive confirmation from our tax service that our initial assessment is correct.

Paizo Employee Software Architect

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Hello, all,

We're currently hoping to hear back from our tax service early next week. Sorry we don't currently have any more information. I do appreciate those of you who reached out to confirm order information with me.

Paizo Employee Software Architect

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Hello, all,

I finished up my initial collation of issues raised in this thread and elsewhere, and turned it over to other departments, including Finance. Finance will be reaching out to Paizo's tax service to compare our current procedures against the issues raised to figure out where the disparity lies.

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