Fran Crowe's page

Please cancel Order #8172983 when you get a chance.

Thank you!

I've placed 3 orders today and on the 21st without issue. No shipping total bugs. However, when I tried to place a 4th order, it keeps bouncing me back to the cart. If you could push that through, I would appreciate it.

Also I have outstanding issues (many over a month or more old):

No response or acknowledgement of these issues in email or on forums.

The outstanding current issues are the shipping glitch overcharge issues with a few orders.
Order 7971935 ($8.33 over my checkout total),
Order 8002441 (roughly $7 over checkout total),
and Order 7545866 (roughly $12 over checkout total).

Order #7976208 had 2 dented tubes (see pics in email)
Order #8002441 (package 3213585) was substantially damaged in transport (see pics/list in email).
Order #8002441 (package 3213584) was missing 2 items (see email)

I managed to find a work around for the cart bug since my expectations of timely CS response are nil. For those with a similar problem:

Sign out.
As a guest add all items to your cart.
Click checkout.
Sign in.
That will overwrite your existing accounts cart and fix the bug.
Check out as normal.

My long outstanding current issues are overcharge issues with a few orders and damaged items.
Order 7971935 ($8.33 over my checkout total),
Order 8002441 (roughly $7 over checkout total),
and Order 7545866 (roughly $12 over checkout total).

Order #7976208 had 2 dented tubes (see pics in email)
Order #8002441 (package 3213585) was substantially damaged in transport (see pics/list in email).
Order #8002441 (package 3213584) was missing 2 items (see email)

I've placed 3 orders today and on the 21st without issue. No shipping total bugs. However, when I tried to place a 4th order, it keeps bouncing me back to the cart. If you could push that through, I would appreciate it.

Also I have outstanding issues (many over a month or more old):

No response or acknowledgement of these issues in email or on forums.

The outstanding current issues are the shipping glitch overcharge issues with a few orders.
Order 7971935 ($8.33 over my checkout total),
Order 8002441 (roughly $7 over checkout total),
and Order 7545866 (roughly $12 over checkout total).

Order #7976208 had 2 dented tubes (see pics in email)
Order #8002441 (package 3213585) was substantially damaged in transport (see pics/list in email).
Order #8002441 (package 3213584) was missing 2 items (see email)

Sam Phelan wrote:

Hello Fran Crowe,

I see that a coworker of ours, Erik, was able to solve the issue with the increased shipping price on order 7976208 and refund the overcharge. This appears to be resolved. Please let us know if there's anything about the order that still needs resolved. It seems like quite a complicated problem, so please let me know if there's anything still incorrect after Erik's fixes. Thank you!

A long time ago in a galaxy far far away:

Starting sometime in early June I attempted to get replacement items (damaged and missing) and that is where my journey began...

That is another story interwoven in this one, as documented in another thread on the forums (with no response) and a long email thread from June 10th to July 29th.

Ultimately I did get all my product, including my replacements, yet I still have outstanding issues from many of those orders.

7/23: Posted in forums about issues using the account of my wife on an existing thread of mine. No response.
7/24: Erik resolved the more egregious overpay issue.
7/25: I sent a response with thoughts on the shipping errors and the exorbitant new cost of poster shipping. (no response - not a big deal, just feedback mainly).
7/25: Detailed email sent to Erik on the remaining errors of overcharged shipping, since it was his direct email and he seemed to know the shipping system. No response. Unsure if he forwarded.
7/25: Virginia lets me know my replacement order has been sent.
7/26: Sam responds to this thread acknowledging that Erik fixed the indicated error.
7/26: I respond to Sam letting him know there are outstanding errors. Ones we have dealt with many times.
7/29: After no response from Sam or Erik on the outstanding issues, I respond to the chain with Virginia, giving a summary.
8/2: Still no response, but I have since received all 15+ packages from the orders with outstanding issues.
8/2: I send pictures of all damaged product with another summary of unresolved issues.
8/2: I send an...

8/22: Another week and still no acknowledgement of my issues, not to mention correction of them. Even a canned response saying you are looking into my issues and will have them taken care of in xx amount of time would go a long way.

When someone checks out, they agree to the total indicated. To be charged more repeatedly because of a flaw in the system is a serious issue. You've taken money out of my account that I did not agree to. It's not for large amounts, but this type of error should be addressed IMMEDIATELY, not shuffled by to deal with later.

Again, please resolve my issues.

Hello Fran Crowe,

I see that a coworker of ours, Erik, was able to solve the issue with the increased shipping price on order 7976208 and refund the overcharge. This appears to be resolved. Please let us know if there's anything about the order that still needs resolved. It seems like quite a complicated problem, so please let me know if there's anything still incorrect after Erik's fixes. Thank you!

A long time ago in a galaxy far far away:

Starting sometime in early June I attempted to get replacement items (damaged and missing) and that is where my journey began...

That is another story interwoven in this one, as documented in another thread on the forums (with no response) and a long email thread from June 10th to July 29th.

Ultimately I did get all my product, including my replacements, yet I still have outstanding issues from many of those orders.

7/23: Posted in forums about issues using the account of my wife on an existing thread of mine. No response.
7/24: Erik resolved the more egregious overpay issue.
7/25: I sent a response with thoughts on the shipping errors and the exorbitant new cost of poster shipping. (no response - not a big deal, just feedback mainly).
7/25: Detailed email sent to Erik on the remaining errors of overcharged shipping, since it was his direct email and he seemed to know the shipping system. No response. Unsure if he forwarded.
7/25: Virginia lets me know my replacement order has been sent.
7/26: Sam responds to this thread acknowledging that Erik fixed the indicated error.
7/26: I respond to Sam letting him know there are outstanding errors. Ones we have dealt with many times.
7/29: After no response from Sam or Erik on the outstanding issues, I respond to the chain with Virginia, giving a summary.
8/2: Still no response, but I have since received all 15+ packages from the orders with outstanding issues.
8/2: I send pictures of all damaged product with another summary of unresolved issues.
8/2: I send an addendum email with 2 items that were missing.
With Gen Con and short staffing, I wait.
8/15 (Today): I respond to Sam in this thread with the hopes that he receives a notification and SOMEONE takes charge of these issues so I can consider placing another order.

The outstanding current issues are the shipping glitch overcharge issues with a few orders.
Order 7971935 ($8.33 over my checkout total),
Order 8002441 (roughly $7 over checkout total),
and Order 7545866 (roughly $12 over checkout total).

Order #7976208 had 2 dented tubes (see pics in email)
Order #8002441 (package 3213585) was substantially damaged in transport (see pics/list in email).
Order #8002441 (package 3213584) was missing 2 items (see email)

If you could fix the errors and send out a replacement order it would be greatly appreciated. If you have any questions, please send an email along with the forum response. I'm honestly not sure where to respond, as the customer service communication times are like a scifi movie where you communicate with the Mars outpost and it takes days to travel there. Each response has to be carefully chosen because it will take days to get the next answer.

Hello Fran Crowe,

I see that a coworker of ours, Erik, was able to solve the issue with the increased shipping price on order 7976208 and refund the overcharge. This appears to be resolved. Please let us know if there's anything about the order that still needs resolved. It seems like quite a complicated problem, so please let me know if there's anything still incorrect after Erik's fixes. Thank you!

Yes, Erik took care of this. Thanks. I sent him a detailed email of the additional issues.

The outstanding current issues are the shipping glitch overcharge issues with a few orders. Order 7971935 ($8.33 over my checkout total), Order 8002441 (roughly $7 over checkout total), and Order 7545866 (roughly $12 over checkout total).

Each of those orders experienced the same glitch that tends to happen when the system switches excess over 15 lbs to the next package in the order (possibly involving larger quantities also). Usually it can be taken care of before I am charged and the package is sent out. All of those have gone through though.

I am happy to say the orders I placed this week were processed very quickly. Thank you!

Have a great weekend!

-Fran

I don't know what happened, but I'm sure not okay with my shipping confirmed at checkout going from $23.02 in my checkout and in my order history to $98.68 at the warehouse.

I did not choose those shipping methods for the posters. They make no sense. From a confirmed $4.62 per package to $24.13 on some and $11.47 on others (2 different methods - not the paid for one - for the same packages). I've had 2 shipped per tube at $4.62 before, so maybe the 3 per tube your system created is throwing the system off, however, the 2 per tube should still work for the $4.62. There are certainly other better and much cheaper methods also.

In another scenario for Order 7942077 one was oddly shipped in its tube in a bigger tall box with 5 books in it for $9.12. It seems to me that size box (6x6x36 Uline) should be able to fit 7 tubes and weigh less, so all 12 posters (2 per tube) should be able to be sent for $9.12 or at the worst if you send all 1 per tube it should be $9.12 x2. That would be around the same price as the 3 per tube $4.62 that came up before I submitted my order.

My order from the 9th has been sitting around for some time. It was ready to go until replacement items were added to it and it registered incorrect shipping. Those items really just need to be removed so my order can get sent out. 5 days between email responses takes a LONG time to get something sorted out!

An order I placed on the 12th is also still pending. It's feast or famine with processing times. It could be 2 days or 2 weeks. Can you see if there is a problem with that order.

I am getting pretty backed up. I went to place a 3rd order on my PC and on my phone with no luck. It keeps bouncing me back to the cart. Please put that order through if you can.

Thanks,
Fran

Everything has been going pretty well lately for the shipping cost calculations, but one got through with an error. Package 1 of 2 is calculating high by about $8-10 in Order 7900799. If you could take a look and fix it, that would be great. Thanks.

The shipping bugged again if you can fix it. Each package should be around $14-15 or so shipping. Thanks.

Hello Fran,

I took a look and could find no additional information on the location of your packages and they are outside their estimated delivery time by a few days now. I have set up a replacement for the missing packages. You should soon receive a confirmation email for this replacement.

If the original shows up, please let us know. Thank you!

After 2 weeks in limbo with no updates the packages suddenly appeared in my town. I think USPS sent them to the wrong hub after the UPS hand-off and they got stuck there. Not something I've seen in the dozens of packages I've received from Paizo.

They are out for delivery, so I think it's safe to cancel the replacement order. I'll let you know if there are any issues. Thanks for your help!

-Fran

I have 2 packages from this order that appear to be lost in package limbo. I've been waiting patiently since March 19th, but the last update on tracking was March 24th. Can you look into this? Could they possibly have been returned?

Thanks,
Fran

Can you take a look at my order. It was just below $120 after the discounts and the shipping changed after placing the order. Both packages are 15 lbs, but one bugged out and $27.05 instead of the $14.54 it should be and that the other package is.

Thanks.

Hello Fran,

I've unsuspended the first part of the order and ensured a $10 shipping discount was applied. I anticipate the new orders will generate in one of tomorrow morning's shipment runs. Thank you!

I've submitted 4 orders and will need the First Ten work around applied to 2 of them. Thanks.

Would you prefer I start a new thread for each date I place orders?

Hello Fran,

I entirely understand your frustration. The difficulty is that the problems are actually regularly different from one another, although they give you a similar experience. We understand whats is going on when you explain the problem, but tying it back to how what specifically in our system is causing it has often been varied and requires interdepartmental communication that naturally slows the process.

I'm grateful you are willing to do the work around with us in the meantime. I have resolved the cart issue and submitted and suspended your order until you have finished the remaining half. Then I'll push both through to ship again.

Excellent. I just submitted the 2nd part of that order and will let you know if I send any additional orders through. Thanks!

Hello Fran,

I'm sorry that the process has not been as smooth for your orders as we would like. Please note, our site is intended for end user retail purchasing and is not always equipped to accomodate wholesale level orders. As such, the complications you encounter are niche and require significant investigation for identification and resolution.

I have applied the First Ten discount manually on one of your orders and have pushed them to ship through the warehouse promptly. We're still investigating this, so for the time being orders of this magnitude may have the same issue. Our warehouse manager is meeting with our shipping processor next week to review some details to try to help sort this out for your future experience.

The checkout issue appears to be unrelated and I believe I have identified an issue, I just require some tech assistance to apply a fix. I'll post back here when that has been taken care of. I anticipate this will be sometime today.

I do appreciate your situation and the efforts you are putting in to accommodate my unusual purchasing. My frustration often comes when I feel like I am starting from a blank slate explaining the situation once every 2 to 3 orders. I'm really fine with a consistent work around (like placing orders that do not exceed 15 lbs that add up to $100 and requesting the First Ten discount). I just want one that works pretty quickly and painlessly.

Thank you for your time and help.

-Fran

Hello,

I am currently taking a more in depth look into the issue. Our warehouse team is going to have a conversation with our contacts for the Standard Postal method tomorrow.

In the meantime I wanted to clear up some other points of confusion.

Priority shipping can indeed be cheaper than Standard based on the factors of the shipment, so this is not alarming to see.

There have been recent changes to the Standard Postal shipping method, and tomorrow we will be looking into if these have been accurately reflected on our site, or if there is something incorrect as the orders reach larger weights.

The other shipping options you have suggested are not applicable to many of our products. They have a limit on the amount of advertising the contents of packages can contain, and because many of our products contain advertisements for other products, we cannot use the two shipping methods you have mentioned.

Depending on what we hear on the issue tomorrow, we will know the best method to get your orders moving with correct shipping prices. Thank you for your patience and for taking the time and effort to investigate the issue!

I just want to give you guys my money and get my product without your system overcharging me shipping for the umpteenth time.

I just placed 2 orders that clearly showed and processed the correct shipping of 15 lb = $14.54 and one was 13 lbs = $13.20 (in line with normal shipping costs for the few companies that don't do free shipping) and it was charging me the same rate your other customers get charged.

I assume you put those orders on "Suspended Pending", unless there is another bug or problem. My account also seems to be blocked from placing additional orders as it kicks me back to the cart when I click to finalize.

I would like my non-bugged orders (and ones I'm trying to place) to be put through to the warehouse (with the usual $10 off shipping for $100) while you internally sort your system errors, unless you have suspended shipping and order processing for everyone.

Regards,
Fran

I went ahead and split my order in two packages (and orders) as the system usually does. Each package 15 lbs or less. This allowed me to bypass the bugged shipping.

Please apply the First Ten discount to one of the orders or refund the $10.

Hi Fran,

Taking a look at your cart, it seems like we're seeing the same options that you are. Looks like UPS Ground is $51.46, USPS Priority is $72.58, and Standard Postal is $83.64. All of these options seem to be going out in one package, and the weight is almost 30 lbs, so I'm not sure if that's a factor. However, our warehouse has let us know that the rates we are seeing should be in line with the rate shifts, so it looks like these prices are likely correct.

I apologize for the confusion! If you'd like me to submit the order on my end, just let me know which shipping option you'd prefer and I can take care of that for you. Otherwise, I'll be happy to help with any further questions or concerns that you may have in the meantime.

Thanks!

No I would not like you to go ahead with the order. That really makes no sense to me.

#1 Priority shipping (a premium service) is never cheaper than Standard (an economy service). That should tip off the error right there.

#2 Your system separates most of my orders for Standard Postal at break points of 15 lb packages (not happening) with the max package of 15 lbs coming in previously at $14.54. As I'm guessing you remember from previous orders, the system frequently seems to bug up when dealing with my orders.

#3 The quoted system shipping costs for Standard would equal a 280% shipping cost increase.

Please do a deeper dive into my options for USPS Standard shipping, as there is obviously a problem. If this is truly caused by the rate increase, this should be elevated to those that make the decisions regarding shipping services offered. There should really be an economy rate for USPS coast to coast shipping. Commercial Parcel Select actually went down in rates for larger distances.

One way to troubleshoot this problem would be to separate some of my order into a 15 lb package and/or redo the order on another account.

Hello,

I was putting a few orders together this morning and ran into some issues with shipping. I know rates have increased in some categories and generally across the board for all shipping companies, but USPS Parcel Select Ground (Commercial) should have actually reduced my rate since I am at one of the most distant zones from you.

Your system does not typically respond well to my orders due to the quantities. I tend to increase them in the cart and it pushes past the cart being full. This time it really seems to have bugged out. The shipping is usually roughly $15 per 15 lb package or so. By my estimation the items in my cart should ship in 2 packages of 15 lbs or less, but it is showing Standard Postal as $83.64 (UPS Ground as $51.46).

If you can look into this, I would appreciate it. If this is somehow not a bug and a reflection of the new pricing for coast to coast shipping, this seems like it will be prohibitive for a lot of people. I'm not seeing a blog post addressing the changes. It looks like Fed-Ex and UPS are around 5% increase on average for most of their services, while USPS Priority is an average of 6% higher and First Class 12%, but now being zone based.

The current order in my cart is ready and I'll be doing one or two more today if the shipping is close to normal.

Thanks,
Fran

Hi Fran,

Sorry it took a bit to get back to you - our tech team had some tinkering to do with our system. I've just created replacement orders for all of the shipments that are being returned to us, and you should see those being sent out shortly. I've made sure they're going to the new address, so they shouldn't get bounced around again. Just let me know if you have any further questions or concerns about them, and I'll be glad to help out.

Thanks!

Thanks a ton for all your help today!

Hi Fran,

Since the order that was the subject of this thread was canceled and items were created in new orders, things can get a bit tangly and make it difficult for me to figure out exactly which ones you're having trouble with. If you are able to reference the confirmation emails and let me know which specific order numbers you are talking about, I'll be glad to look into that right away.

Thanks!
-Katina

Order 7592901

Unfortunately 4 of 5 packages are almost back to you (other than a poster). They all show as being forwarded to my new address, then shifted direction and went back to WA for some reason. I have since received an order that I placed after these 2.

On a side note, this may give someone an idea of the kind of protection (or lack thereof) that packing peanuts give to heavy book orders. If I were a betting man based on my experiences, at least some of the product that makes its way back will have sustained some damage.

Hello Fran,

Sorry it took a bit to get back to you, but I've just checked in on your order, and it seems that it was processed for shipment earlier today.

Taking a look at the order now, I can't see anything that sticks out as incorrect about shipping. Do you mind clarifying what you mean? Just let me know and I'll be glad to take a look.

I still see several items in your shopping cart, so just let me know if you have any issues with those.

Thanks!
-Katina

One package is $14.50 and the other is $14.61. The packages weigh 5 lbs and 15 lbs. The checkout totals were not the same as the charged. The 5 lb charge is off.

Yes, I know there are items in the cart. Those are the items I could not add to the order because it has reached the cart limit. Usually it takes forever to process orders. I typically have plenty of time to get the cart combined with an existing order and have the typical shipping bug cleaned up.

The planets seem to have aligned and my weekend submitted order was processed within hours of the next business day. While I appreciate the super quick processing, the cart items won't get the discounts of that order.

TLDR If you can fix the shipping cost of the 5 lb package, that would be great.

Well, I've been eagerly awaiting the arrival of these 5 packages, but they did not make it before the forwarding kicked in. The system errors and holiday delayed them just enough. I assumed they would end up at my new address, but it looks like they are being sent back to WA. Only the poster package made it here for some reason.

Hello,

The shipping got mixed up again on this last order. It was also at the cart max. Can you add what is in my current cart to this order, and then make sure the discounts are applied with the correct shipping?

Thanks,
Fran

Hello Fran,

Fantastic! I have reduced the quantity of the specified item and sent you an updated confirmation email. I will ensure these orders get to the warehouse promptly. Thank you!

Edit: The payment method returned an "insufficient funds" message. Please let me know if we need to update the card.

When you redid the orders it must have defaulted back to a prior payment method. I'm still showing $113.07 on hold in the account I want used. Can you release that and add XXXX card to the current order? Thanks.

Hello Fran,

I have moved all of the items in these orders under new order numbers. You should soon receive a confirmation email for each order. Please give it a look over and let me now if you have any questions or concerns or would like to make any changes to the orders.

We can get these going as soon as I have confirmation from you that they are good to go! Thank you!

Everything looks really good. I just need 1 less Pathfinder #15 on order 7592952. Quantity of 2, not 3. Then we are good to go.

Thanks a ton!

-Fran

Hello Fran,

We've been working on trying to fix your orders. The first order has the shipping in such a state that it refuses to be picked in the warehouse. Your cart is in such a bad data state that I can't get into it at all. We have been working on fixing these issues, but it's looking like we may not be able to solve either until Monday when the workforce returns to the office.

Thank you for your patience and we'll get these resolved soon. I will update this thread when I know more.

Thank you. I hope you had a great Thanksgiving and holiday weekend. Any luck today?

Can you also add 1 more of each #13-18? Thanks.

Scratch that. I just added them to a second order that is ready to go. The cart crashed when I tried to check out. That order can be placed with the 1st using the same card and checked for shipping errors.

Thanks!

Can you also add 1 more of each #13-18? Thanks.

Hello,

Can you please take a look at my order. It appears to have done the usual shipping cost error when it spreads around to multiple packages.

Also, is it possible you can expedite this order, as I will likely not be at the designated address for more than 3 weeks.

Thanks again,
Fran

Hello Fran,

Order 7527015 appears to already be on a pick list in the warehouse. I took a look at it to ensure that it had the correct information, and it appears to have chosen the cheapest shipping option: $21.13 as opposed to any change I make increasing it to $24.01 and up. So it appears that this one has calculated its shipping correctly.

As to your other question. I have deferred the answering of that to my coworker who originally set up the replacement, as they will have more context for the order. They will reply to your email.

Ugh. Where do all these different numbers come from? (You don't have to answer that) Yes, I wanted the cheapest shipping option. The checkout showed 2 packages with a different total and my confirmation email showed a different incorrect total with 2 packages and shipping of $30.48. The current order page shows the $21.13 and that is fine, but oddly it is showing as 1 package and they are usually separated by packages of 15 lbs or less. If you say the order is good, excellent, but I never know what total to trust when 2 or more packages are involved and what problems it will cause with payments...

Hello Fran Crowe,

The shipping on order 7443232 should now look as expected. I have sent you a new confirmation email for this order.

The canceled items on the replacement order is just a display quirk of the way the order had to be set up. Our system defaults to replacing the full quantity of the line item. Due to only some copies of certain line items needing to be replaced, we had to "cancel" the unneeded replacement copies. While this is a confusing way for them to display, this is how it is done, and it is intended and correct.

If you have any further questions or concerns, please let me know.

Thanks for the fix. I was confused on the replacement order because it had the correct total items initially, but after reviewing (and the cancellation), it is missing 3 books. I sent an email about it.

I just placed another order that will need the shipping fixed like the rest. 7527015

-Fran

Good Morning,

I just placed an order with the usual problems. The shipping is messed up again. This time around there was an instant authorization for an amount that does not match any total I can see.

I also took another look at the replacement order and there is some odd cancellation of part of the order that happened on October 4th. The other 2 packages should be here today.

If you could take a look at these issues I would appreciate it.

Thanks,
Fran

Hello Fran,

The two emails you received where two solutions I tried for the order. The first, I forced it to pick a certain shipping method, at a certain price. This is the one that lacks the $10 shipping discount.

Realizing it was missing the discount, I asked the system to apply it. This, for some reason, made the system recalculate to a higher shipping cost. I tried various fixes, and the order would not keep the shipping cost stagnant while I tried to apply the $10 shipping discount.

As part of this debacle, you are correct in that it is not calculating the total correctly. This is hard to figure out, because we have not seen this on other orders, and is not a often occurring issue. It seems that the order has data inconsistency issues causing it to be unable to calculate totals reliably.

We have tried to circumvent this by moving all of the items into a new order number. Your items are now in order number 7464603. It took some forced total mangling, but we did get the total to remain at the total I was expecting to see: $411.53

I have sent you a confirmation email under this order number. You will see that the total is the quoted number, and it is the amount that you will be charged. The calculation will look a little funky, but that may not be something we can fix. Just know that the $411.53 total is the total for the order.

I have ensured that the newest card added to the account has been applied to the order. If this is not the payment method you intended, please just let me know.

The order does not leave the queue each time we adjust it, so assistance from Customer Service does not push back your shipping date. There are many factors which impact shipping times, mostly related to the items in the order, and where we are in a shipping schedule.

I'll make sure this order goes out promptly when I have confirmation form you that it looks acceptable.

Sounds like a real pain. Thank you for your efforts. That card is the correct one. The order total and the subtotal look good, so whatever wizardry you used to fudge the shipping works for me.

Thanks again,
Fran

Hello Fran,

I was unclear about exactly what you were reporting was wrong with the order. I did notice that there was a cheaper shipping option available. I have selected this option and asked the order to recalculate expenses. You will soon receive a new order confirmation, please let me know if anything further needs to be adjusted. Thank you!

Sam, this has been an issue over numerous orders that I have explained in detail many times. It seems like it is not a priority to fix the website function itself, so I at least expect to not have to jump through hoops each time the system miscalculates. THAT is why I tried to be proactive with this order by explaining AGAIN (in my first two posts) what can be expected.

In the end, the items were just combined into the order and it was submitted? This created the exact problem I mentioned in my posts and later explained. The SYSTEM calculates improperly and sends out an email that does not match the totals when checking out OR the totals in the order history. The system then proceeds to authorize (and hold) the wrong totals.

So here I am more than a week later (after my money was held) and we are back to the same thing. Whatever you did has not fixed the problem. As I said before, the packages should be between $14-15 per (max 15 lbs Standard Postal Delivery).

The order Diego submitted (as I tried to explain in a previous post), had a confirmation email that showed correct packages and shipping totals for those packages, but was incorrect in the overall totals.

Subtotal (78 items) $319.94
Shipping & Handling $101.59
Order Total $474.59

The first 2 lines were correct. Note the total is wrong. The order total shown there was what showed up in the order history page and what the system tried to authorize. It should have been

Subtotal (78 items) $319.94
Shipping & Handling $101.59
Shipping & Handling Discount - $10.00
Order Total $411.53

In your attempt to fix it, I have now received 2 more confirmations.

Subtotal (78 items) $319.94
Shipping & Handling $101.59
Order Total $428.50

and the newest

Subtotal (78 items) $319.94
Shipping & Handling $118.56
Shipping & Handling Discount - $10.00
Order Total $428.50

The order history page on the website shows

Subtotal (78 items) $319.94
Shipping & Handling $122.12
Shipping & Handling Discount - $10.00
Order Total $432.06

The error as far as I can tell is the incorrectly calculated shipping of a few packages.

Shipping & Handling
11 items. Estimated package weight: 15 lbs.
28.72

Shipping & Handling
8 items. Estimated package weight: 15 lbs.
21.01

I had really hoped this would be simple since Diego, Sharaya, and Katina have all dealt with this before. It gets fixed each time, but always ends up with me getting a headache trying to get it done and often waiting long periods between communication and experiencing long delays before it's finally shipped out. I'm assuming each time the order is resubmitted it winds up at the end of the warehouse packing queue?

Okay, so please please please please sort this out for me and confirm it is sorted and that the system is not going to authorize/hold my money incorrectly again or that my order does not end up in limbo randomly. I added a new card to the order because of the incorrect amount and authorization issues, so please check to make sure that one is used.

When you figure out again how to fix the shipping glitch, can you distribute an internal memo explaining it, so I don't have to jump through hoops again to get it fixed?

Thanks and have a great weekend!

-Fran

Diego Valdez wrote:

Hello Fran,

I have merged the the items and submitted the order. You will be receiving an email confirmation. Please look it over and let me know if any changes need to be made.

Here we are again with literally the same problems I mentioned in my post that I wanted to avoid. Ones we have dealt with time and time again...

The initial email confirmation for the order "Subtotal" is correct (10% off is applied). All items appear correct. The way the "Shipping & Handling" was calculated is also correct (between $14-15 per package) in the confirmation. However, the "Order Total" is way off. It should be $411.53.

Again the "Order History" page is also incorrect and does not match the email confirmation. It does however match the "Order Total" from the confirmation email. Unlike the order confirmation, the "Order History" page shows different erroneous shipping totals.

The system has then attempted to authorize the incorrect amounts for each package. As I wanted to avoid, those amounts were held from my account. So now I have to wait for the money to be released and then when you fix the shipping get another authorization?

Please do what you can to fix the problem. Thank you.

-Fran

The shipping still needs to be corrected. The payment amounts that were on hold have been released. I have entered a different payment method for the order.

Hello Fran,

I have merged the the items and submitted the order. You will be receiving an email confirmation. Please look it over and let me know if any changes need to be made.

Here we are again with literally the same problems I mentioned in my post that I wanted to avoid. Ones we have dealt with time and time again...

The initial email confirmation for the order "Subtotal" is correct (10% off is applied). All items appear correct. The way the "Shipping & Handling" was calculated is also correct (between $14-15 per package) in the confirmation. However, the "Order Total" is way off. It should be $411.53.

Again the "Order History" page is also incorrect and does not match the email confirmation. It does however match the "Order Total" from the confirmation email. Unlike the order confirmation, the "Order History" page shows different erroneous shipping totals.

The system has then attempted to authorize the incorrect amounts for each package. As I wanted to avoid, those amounts were held from my account. So now I have to wait for the money to be released and then when you fix the shipping get another authorization?

Please do what you can to fix the problem. Thank you.

-Fran

Hello Fran,

The cart won't allow you to add more than 30 items to it, so you will want to move some of the items to your saved for later until all the items you want are either in your cart or in your saved for later section. Once you are ready let us know and we can merge them and submit the order from our end.

Hello Diego,

I've removed any extraneous items from my saved for later section, so the remaining items in that section and in my cart are now good to combine for the order (with cheapest shipping option, downtime discount, and first ten discount).

To avoid the many previous complications with authorizations and money holds (duplicates and incorrect amounts) on my account, I would appreciate if the initial authorization(s)/hold(s) are not done or are released right after. With this being a large order I expect likely a minimum of 6-8 packages. Combining your current delays with the usual long processing times, I don't expect to see this moving forward for a few weeks. I'd rather my money not be unnecessarily put on hold or even worse have your system do it multiple times.

Thanks,
Fran

I'm trying to put an order together and have quickly hit the "Your cart is full! Contact customer service if you need to add more items."

This will end up being a rather large order (even for me). I'll be using the downtime code and First Ten Shipping.

With the issues I've had in the past with a large order separating into many different packages and miscalculating shipping, or multiple different amounts being put on hold in my account, or even an order indefinitely ending up on hold until CS pushes it through, I'd like to have someone take a look and do whatever is best to get it through when it's ready to submit.

Thank you!

-Fran

Hello,

I have 8-9 packages on the way in the mail from multiple orders. They have all been marked as completed and the charges have been finalized. Thank you for working on them, sorting through them all, and getting them all processed.

I have one unknown order left in the system that seems to have released the authorization/funds. 5327707 (Maps). I am concerned because it was in the order queue before some others that have completed.

When someone gets a chance, could you check on the status of that order, please?

Thank you,
Fran

Hello,

I have an order with 4 boxes on the way (5309563), a 2nd order that does not seem to have any errors and is ready to ship (5275754 if you can check), an order that is ready in my cart but at the quantity limit and needs items added by CS per sent email, and a new cart after that that requires 20 of an item be added by CS per sent email.

If you could reference my emails and get those orders in motion I would appreciate it. I am currently at the mercy of the system and require customer service to move forward. I also would like my cart cleared to get my next order started.

When placing order #3 and #4, please make sure the authorization is released and the PDF charges are also, so it does not double charge or create problems. I also need a double check on shipping as the high quantity orders often create errors.

Any expediting of the orders would be appreciated, as this is a lot of money and items to have in limbo for the standard few weeks processing/communication period.

Thank you,
Fran

Before the final 3 of 4 packages is charged to my account for Order 4658940, please ensure the total is correct, as it is again showing an incorrect total.

I am currently waiting on a response from the email I sent yesterday so I can submit new orders. I need the cart quantity adjusted to 10 and will likely place an immediate followup order of 10 more and 2 of one of the individuals.

I post here because I have not been getting timely responses and my authorization release was not taken care of last week nor acknowledged this week, so it held my money (the incorrect total) until it expired.

Thank you for your assistance.

-Fran

Hello,

I sent an email on the 5th, a follow-up on the 9th, and a different request on the 11th. I have received no response or action from any of them.

My initial email was to place an order, so that it did not require clearing out my cart of a larger order I had prepared and planned on placing later this month. Those items were urgent (and continue to be), but at this point I will just finish up my large order and try to get it out.

The problem is, I am again running into "Your cart is full! Contact customer service if you need to add more items." and I am not getting the timely responses that I usually do.

So again I am just waiting on a response (after a week) while I have people waiting on me. Then I have the concern about the processing time and email responses if there are any issues that occur (as they seem to every order).

The holiday coupon also bugged out so needs to be reset so I can use it and I will need a manual update (once I am able to add it to the cart) on one of the items that will not allow more than one normally.

Please respond in email or PM.

Regards,
Fran Crowe

Hello Fran,

Between when the order was placed and when it shipped there were items removed and other items added to the order. Because of this the system ended up miscalculating a bit. You were charged a grand total of $163.89 though the order totaled out to $159.01. A refund for the difference of $4.88 has been issued to your original payment method.

The last package is on its way to you.

I can get replacements set up for the damaged books, but I will need to now which books they are. If you are able please send any pictures of the damaged books to customer.service@paizo.com.

On my end I modified the order prior to final submission of it (to balance out packages/shipping costs), but not after that prior to your shipping the order. I guess that must somehow have caused the totals to glitch? When submitting the order it showed my shipping and handling discount as $52.99 (I thought that was a prior credit), but the order confirmation email itself showed as close to 180 not giving me even the $10 shipping discount. Then the 5 authorizations on my account ($215 was held) changed to 4 authorizations listed on the order page (eventually charged), both with different totals.

Anyways, it was very confusing. Especially with the 3rd package being somewhere in limbo. I suppose whatever the issues were, my account is now only minus the original expected total, with the package now on its way, so all is good. If I run into something similar in the future, I'll call at first sign of a discrepancy.

The only hardcovers in the order were copies of The Art of Dragon. I will get some pictures and email them in the morning.

Thank you for your assistance.

-Fran

I sent an email 8 days ago and have received no response.

Problems:

After placing my order on 1/9/17, the amount indicated for the total was $116.02 (it seemed I had a large shipping credit).

The amount I had expected it to be was $159.01.

The order confirmation email (I assumed was showing me the total before shipping discount) indicated $104+65.01 shipping and showed as a total of $179.98. Unclear how that math works.

The total amount that showed up as authorized was $215.88 (from 5 different charges, even though it indicated 3 packages).

On 1/20/17 I was emailed confirmation that 2 packages were sent and the order details were also changed at some point. $163.89 (4 different charges) was what actually cleared with no explanation or response via email. No confirmation was sent on the 3rd package (14 items), although under the order it shows as shipped on the same day.

I have received package 958422 and 958423 (today). Please let me know the status of the 3rd package, what the issue with the payment is, and resolve the discrepancy. I would expect communication prior to going ahead with any charging or shipping that was modified from my original total. At a maximum my total would have been $159.01 (after the First Ten shipping discount), although at checkout it indicated $116.02 (after discount).

An additional issue was with package 958423. I have always been happy with the condition of books that I have received and have considered any minor dings or minor imperfections a cost I'm willing to absorb. Of the 7 hardcovers in the package, 2 fell into that category, 2 were borderline (with damaged corners), but 3 had crushed/damaged corners with splitting. I'd like some type resolution at least on the 3 heavier damaged books, let me know if you need pictures (if you do discounts) or RMA (for refund or replacement) or how you wish to proceed.

Thanks,
Fran

This year (mostly in the last 6 months) I've ordered hundreds of items in 7 orders. My experiences have been partially negative across pretty much every order.

I understand your system. If it is in your warehouse it is typically 1-7 business days processing time. The best I've seen has been almost double the max stated times. That's not even mentioning the clunky way outside orders and status updates (or lack thereof) on orders work.

The average large online stores/businesses (even distributors) process within 2 business days, with occasional delays. I'd just be happy to see my average order fall into the stated 1-7 business days...

Your system that determines shipping totals and amount of packages seems to be automated to shift product by weight totals into different packages. This appears to be based on a weight you've inputted in the system for each item and a max weight per package.

This shipping method always results in shipping cost by weight that exceeds my experience as both a seller and buyer, often resulting in cost prohibitive shipping. I understand books can be heavy, but if you offered USPS Media Mail shipping, you'd have a reasonably priced alternative that is competitive (even in a market with many free shippers). Why is that not an option when most of your product qualifies?

I keep coming back because you have quality product, generally pack it well, run great sales, and unlike many business, you've developed a community and support your product. Thank you for all of that!

I look forward to receiving my latest order (hopefully in a reasonable time frame). If possible, I'd like to have it shipped Media Mail, if not, hopefully one day that becomes an option.

Happy Holidays!