Sharaya's page

What an awesome surPrAIZO!

Congratulations, y'all!
Looking forward to seeing how this develops.

The following information, including dates and expected products, is what we currently estimate and may change.

New Physical Product Releases in August

•Paizo Subscription Products•

Pathfinder Products
•Pathfinder Adventure Path: #133: Secrets of Roderic’s Cove (Return of the Runelords #1)

•Pathfinder Campaign Setting: War for the Crown Map Folio

•Pathfinder Player Companion: Heroes from the Fringe

•Pathfinder Maps: Pathfinder Flip-Tiles: Forest Starter Set

•Pathfinder Roleplaying Game: —
•Pathfinder Modules: —

•Pathfinder Pawns: Dungeon Decor Pawn Collection

•Adventure Card Game: —
•Adventure Card Game Class Decks: —

Starfinder Products
•Starfinder Adventure Path: The Reach of Empire (AP #1 of 3)
•Starfinder Roleplaying Game: —
•Starfinder Accessories: —
•Starfinder Maps: Flip-Mat: —

•Non-subscription Paizo Products•
• Pathfinder Flip-Mat Classics: Seedy Tavern

•Subscription Product by other Publishers•
•Comics: Spiral of Bones #5
•Battles: —
•Legends: —

•Non-subscription Product by other Publishers•
•Miniatures: —

•Authorization (Order Spawning) Date: Thursday, August 9th Tuesday, August 14th + Friday, August 17th
•Begin Shipping Estimate: Monday, August 13th Friday, August 17th Monday, August 20th Tuesday, August 28th
•End Shipping Estimate: Wednesday, August 29th Friday, September 7th (please see latest update post here)
•Street Date for Paizo Products: Wednesday, August 29th

Order advice:
↬If you need to make changes to the subscription details after the auth/order creation date, double check the changes applied to both the pending order and the subscription.
↬ If you have a licensed subscription you can choose to have it shipped as soon as possible, or with your monthly subscription shipment. This setting is available on a per subscription basis on your My Subscription page.
↬If you have questions about your individual order or subscriptions, please start a new thread.

Ok I think I am in trouble for the Beta order. I don't show any order number for my order. I have 1 pending order on my account but I can't find a way to check what the pending order is as it does not show in order history.

Help!

I've identified the problem and will be sending you an email.

Due to limited staffing resources, and the need to provide back up support for the Gen Con Booth, the customer service phones lines will be closing at 12:30pm PST on Friday, August 3rd.

I'm revising my statement from yesterday, as the Gen Con booth is needing more support from our end than anticipated. Our phone lines will be closed today and tomorrow. We'll check voicemails as soon as we have some breathing room to do so.

Phone hours should resume as normal on Monday, August 6th.

Thank you for your patience and understanding! <3

Subscription update: We just got word from the warehouse that they have finished up subscription shipments! (Or, at least everything that was shippable as of this morning).

If you haven't gotten your subscription shipping notification yet (and are not sure why) please let us know in a new thread or an email.

Thanks!

Hi Patrick,

Thanks for letting us know. I've cancelled your subscriptions and you should get an email that confirms that change.

Hope your raise works out how it supposed to!

Thanks!
~Sharaya

Hi John,

I'm sorry for the mix up with that! I've reinstated your Pathfinder Adventure Path and Pathfinder Comics subscriptions. Your July order for those items has also been reinstated.

Thanks!
~Sharaya

Something went wrong in the system so these didn't get added as line items to orders. However, the warehouse will still be including them in packages.

Thanks! You too!

Playtest preorders update:
We very close to being able to restart processing payments for playtest orders, but didn't quite make it there today. Looking like it should be able to start sometime tomorrow morning/early afternoon.

*narrows eyes*

Why redact THAT?

I don't remember specifically now, but sometimes people + timing = feels like too many clues?

Great! They finished updates a little while ago. Glad to hear it's working!

Inbox is now under 300 emails.
Apart from oddities that we are still investigating, the backlog is caught up to about June 11th.

We're hanging out around 400 emails. Backlog is caught up to about June 1st.

Inbox had been hovering around 1,000 emails for several days, but we've been steadily working it down and started under 700 this morning.

With some exceptions, we are caught up to about May 24th in the backlog.

For the short term, we'll need to be focusing on time sensitive requests for things like subscription cancellations and subscription order changes.

I've updated the thread. The tech team rolled code changes today, but it's too late in the day to start order spawning.

We'll be starting order spawning tomorrow (13th) and estimate that shipping will begin on Friday the 15th.

Redacted: Probably.
Katina: We're not sure about anything right now.
Sharaya: Except that I'm about to choke on this ice cream. At least that will melt though?
Sam: You'll drown first.

With the exception of oddities and various things we are waiting on answers for, we are currently caught up to May 7th.

We'll have people in working some overtime this weekend, and are hopeful that we can make a good dent in the backlog, on top of dealing with more time sensitive emails.

Looking for other events and activities to fill your PaizoCon event schedule with? One of the great things about PaizoCon is that there’s lots of flexibility and room for last-minute activities!

There will be an event trading table, set up outside of the store or Delve area, where people can take and leave event tickets. So if, for example, someone has to drop out of a game or panel with very short notice, or they find something else they’d rather be doing, they can leave their ticket on the table for someone else to take.

As in previous years, we have a bunch of events that are set up for folks to just drop by whenever. Some examples include:
• The Reaper Paint and Take area will be set up in the convention store where you can get expert advice while painting a free miniature.
• You can catch a sneak peek of the upcoming Pathfinder Kingmaker video game or try out Pathfinder Online in the store.
• We also have Delves just outside the store, which are 20-60 minute drop-in encounters run by various members of Paizo staff. This year’s delves will include options for Starfinder and the Pathfinder Playtest!
• Glass Cannon Podcast will have an HQ room in Cascade 10 for pick-up games
• On Saturday and Sunday from 10am to 5pm, Evergreen 3 will be set up for playing Munchkin Pathfinder and Munchkin Starfinder.
• Evergreen 3 & 4 will also have 8 open gaming tables for anybody to set up their own board, card, or RPG games. The best thing about PaizoCon is that you’re in a space with people who enjoy the same things as you, so you could even set up your own game and grab passersby who are interested!
• Hero Lab will be present with a Character Creation Station
• On Monday, from 10:00 am to 1:00pm, some of the rooms will feature “Gaming With Paizonians” – where Paizo staff will host some of their favorite board, card, and video games!

Aside from that, there are empty slots and pickup Organized Play games throughout the day. You can always stop by Organized Play Headquarters in the Grand Ballroom and ask if there are any slots available.

Keep in mind that many of the Panels end up with open seats, so if you interested in a Panel that you didn’t get a ticket for – it doesn’t hurt to check in when the panel is starting, to see if you can grab a seat!

Hopefully this info is helpful! The printed program book should contain all of this information and more, so that will also help you find some fun activities.

Thanks, and we’ll see you at the show!

Removed some posts about display problems as the issue has been fixed and they were clogging up discussion

Order creation has started!

Two threads have been merged.

We'll be closed today from 2pm to 4pm for a company pizza party!

Update:
Good news: A lot of the stubborn orders (particularly those that had unshipped Battles Cases) have been poked and should have either shipped or be on a packing list waiting to go out (with the exception of unresolved payment method failures)

Bad news: I've discovered some new flavors of stubborn orders that will also take some time to poke. I've updated the estimated end shipping date for subscription orders to Friday the 27th.

Progress update:
The warehouse is done shipping most stuff but we still have some orders that are not behaving correctly.

We're getting those looked at and shipped as soon as we can.

Please refrain from asking about individual orders for now. Based on how we are looking at things, that could slow down overall progress.

Shipping progress update: It sounds like the warehouse didn't quite get through everything on Friday, but they are hopeful that they will be done today or tomorrow.

Sorry about that! Those have been fixed.

Hello Tu the Outcast,

I would love to allow you to view the wares that you wish to purchase. Sadly, the goblins seem to be causing some shenanigans in the store.

I've requested that a party go investigate. You can keep a watch for updates on this notice board.

...the paperwork is already piling up.

Hi Captain Yesterday,

Fortunately, it is not too late! You should get an updated order confirmation email soon.

Thanks!
~Sharaya

pithica42 wrote:

Yeah, that was from Friday. I was wondering if they actually rolled out the code this morning and if shipping will start today, or not.

They must have, as my Battle Case and Hydra used to be seperate shipments, but are now added together in a single shipment.

@DearPaizos, could you please check Order 4757938? The shipment price tripled compared to my last Battle Case order (Order 4526314). From $72 to $194. It's the same 9 to 36 business days in transit.

Diego started looking into this yesterday and we're still waiting more information for the tech team.

The team team rolled some code yesterday to fix the shipping problems and ran some reports to fix shipping on pending orders.

The warehouse was able to start shipping a small number of orders last night and we're hoping that shipping will resume as normal today.

If you are still seeing anything strange with your shipping, please let us know. We're really backlogged, so please provide your order number, as that makes it much faster to look into issues.

There is some odd behavior happening with downloads displaying on accounts. The tech team is looking into this, but we do not have an estimate for when it will be fixed.

It sounds like, in most cases, it is somehow related to internet browser caching.

If you have a successfully submitted order, and are you expecting something to be on your Digital Content page (formerly known as the My Downloads page), but its not showing up for you, please try the following:

-Log out of your account and log back in

-If that doesn’t help, then you should try logging in using a different browser than you normally use

-Alternatively, if they are still not showing up on your My Downloads page, you should still be able to access your PDFs individually, if you go to the product page for that item, and the the “Downloads" tab (you can find that underneath the product information, next to the “Product Reviews” and “Product Discussion” tabs).

If you try all of that, and they are still not showing up, please let us know, so we can investigate and poke things.

Thanks for your patience while we work through this!

The problem with the map file has been reported. We do not currently have an estimate for when it will be fixed. Sorry for any inconvenience in the meantime!

Thanks for emailing pictures. It looks like your email is in the inbox. We'll get to it as soon as we are able to, though it might be a little while, as our inbox is really backed up right now.

Thanks!
~Sharaya

Katina: I didn't see that because I was busy looking at the leeches.

Katina: “I would fall from grace, just to touch your face.” Confirmed: Taylor Swift is a paladin
...well, she WAS a paladin…

You're welcome! :D

Hi Rysky,

No worries! Thanks for checking. It looks like the comics auth did some weird things here and there, and we've been going through trying to fix those. We just hadn't gotten to yours yet.

I've resubmitted your order. You should get an new order confirmation soon. This should still ship in the estimated shipping window for this month.

Thanks!
~Sharaya

Also -- If we are talking about the time required for non-subscription shipments, is the time to process an order in any way influenced by whether or not Paizo is in its monthly subscription shipment phase? It seems like orders placed at the end of that phase do get shipped a bit faster than those placed early in that phase.

Anytime the warehouse is working on shipping a higher than normal volume of orders (such as during the subscription shipping window), non-subscription orders are likely to take somewhere on the longer end of the 1 to 7 business day estimate, because of the overall volume of packages going out.

Thanks, Thomas! :D

And thanks for helping, Capt_kirstov.

To add some more detail:

Gift cards can be used for payments, but sometimes can have issues processing in our system. There are some differences between how we can process cards, and how pre-paid cards and gift card companies process cards, that don't always mesh well together.

If you are wanting to use a gift card, we recommend:

1) Check to see if the gift card has its own billing address, or if you need to enter your own billing address to the card. Our credit card processor is really picky about billing addresses matching exactly, so whatever the billing address for the card is, needs to match exactly what you enter for the billing address for the card on our site.

2) We highly recommend using the gift card to purchase a Paizo.com gift certificate, and then applying that as store credit to the account you want it on. The store credit can then be used for orders. Many of the pre-paid gift card companies only allow 1 authorization attempt, and hold unto funds unnecessarily, which can cause a lot of problems when trying to process orders. If you just use the gift card to turn it into paizo.com store credit, it bypasses many of those issues.

If you have any questions, just let us know!

I feel like complaining about the usability of the subscription system.

I have two payment methods on record. One expired, one valid. The subscription of course picked the expired one. What's the point of having multiple methods if it can't actually use them without manual input?

I have no idea what the status of the order is either. The system needs more feedback to the user. I selected the valid card to pay with, but I don't see anything automatically trickling down to the order.

Why aren't expired cards automatically removed anyway? And how do I remove them?

At the time your subscription order was generated, the expired card was still set as the preferred card for your subscription, which is why the system used that one.

Thanks for updating that on the My Subscriptions page. That does not update automatically to orders that are already pending. I have changed that for you and you should get an updated order confirmation email. For future reference - you can change the payment method for pending orders through the My Payment Methods section that can be accessed through the Account Settings page.

Expired cards are not removed automatically in case someone wants to update just the expiration date. Cards can be updated and removed through the My Payment Methods page.

39. Awesome, supportive fans :D

(Thanks, everyone! <3 )

Thanks for letting us know. I'm linking this thread to our licensing team.

~Sharaya

That is a larger operational question that I do not have information about at this time. I'll pass your question up the chain.

Thanks!
~Sharaya

Hi Anorien,

Unfortunately, we still waiting for information about when we will have more of those in from the supplier. Sorry for any inconvenience!

Thanks!
~Sharaya

Things are looking good so far. Letting this month's order spawning blast off!

Phones are working now, by the way! Sorry I missed updating that yesterday!

The following information, including dates and expected products, is what we currently estimate and may change.

New Physical Product Releases in February 2018
•Paizo Subscription Products•

Pathfinder Products
•Pathfinder Adventure Path: #127: Crownfall (War for the Crown #1 of 6)
•Pathfinder Campaign Setting: Inner Sea Taverns
•Pathfinder Player Companion: —
•Pathfinder Maps: Flip-Mat: Bigger Bridge & Map Pack: Starship Decks
•Pathfinder Roleplaying Game: —
•Pathfinder Modules: —
•Pathfinder Pawns: Bestiary 6 Box
•Adventure Card Game: —
•Adventure Card Game Class Decks: Occult Adventures Character Deck 2

Starfinder Products
•Starfinder Adventure Path: The Ruined Clouds (Dead Suns 4 of 6)
•Starfinder Roleplaying Game: —
•Starfinder Accessories: —
•Starfinder Maps: Flip-Mat: —

•Non-subscription Paizo Products•
—

•Subscription Product by other Publishers•
•Comics: —
•Battles: —
•Miniatures: Legends: —

•Non-subscription Product by other Publishers•
•Miniatures: —

•Authorization (Order Spawning) Date: Thursday, February 8th
•Begin Shipping Estimate: Monday, February 12th
•End Shipping Estimate: Friday, February 23rd
•Street Date for Paizo Products: Wednesday, February 28th

Order advice:
↬If you need to make changes to the subscription details after the auth/order creation date, double check the changes applied to both the pending order and the subscription.
↬ If you have a licensed subscription you can choose to have it shipped as soon as possible, or with your monthly subscription shipment. This setting is available on a per subscription basis on your My Subscription page.
↬If you have questions about your individual order or subscriptions, please start a new thread.

Please note: you can also call and we can submit things over the phone.

Our phone lines are open Monday through Friday, from 10am to 5pm PST. If you are calling outside of those hours, or all available reps are busy, it should go to our voicemail.

Responses from Customer Service will be delayed for now.

I've been the only CS person in so far this week, as most of the team is out with the flu. I'm still working on catching up in the inbox from the 3 day weekend.

I'm trying to focus on time-sensitive requests, as we are at the beginning of the subscription shipping window.

I'm sorry if it takes me awhile to get back to your inquiries (there are a lot of things for one person to juggle).

Thank you for your patience!