Customer Service Dire Care Bear Manager
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Lots of folks who placed orders from the Great Golem Sale are wondering if its normal that their order hasn't shipped yet. This thread is designed to help give you an idea of where we are at with sale orders shipping.
The Great Golem Sale vastly exceeded our expectations. Not only were far more orders placed, but most of those orders contained significantly more items than we anticipated. Both customer service and the warehouse are running well beyond max capacity and we are doing our best to work through the backlog of orders and customer service requests as quickly as we can.
Both departments will have crews working overtime this weekend to try and make a dent in the orders and requests that are waiting.
If your order has not shipped, it has not been charged. When you placed the order, we may have processed an authorization. An authorization is not a charge. It is a transaction that checks the validity of the account number and makes sure there are sufficient funds. Most banks choose to display an open authorization as a pending charge. The money has not left your account, but you likely saw it being "held" by the bank as they expected a charge to be coming through shortly. If we could not ship your package in the time frame that your bank allows for authorizations to remain open, you would see that authorization expire (most banks just disappear the authorization and no visible record remains of an expired authorization) and the held funds become available again. Sometimes the bank's time frame is longer than our payment processor allows. When this happens we cannot use that authorization to charge on, even if it is still active on your bank's end. You may see two pending transactions when this occurs. Let us know and we can place a reversal request for the first authorization to hopefully expire it faster.
Right now, I am combing through some older orders to make sure they are properly shipping. I'm up to the 8th of November. If you placed an order that was submitted on or before November 8th and you have not seen it ship and you don't know why, please put your order number in a comment below and I will see if I can get things moving or if there is a problem.
update 12-13-13: I've gone through pending orders up to the 10th and made sure things are moving along. If you placed your order on or before November 10th, and your order does not ship by Saturday (tomorrow) December 14th, please place the order number in a comment below so I can help find out why.
update 12-17-13:We're caught up through the 17th for sure. If an order is placed on or before November 17 and it didn't contain, preorders, backorders, special orders or had payment issues*, it should have shipped. If an order hasn't, please paste the order number below and I will look into the order ASAP.
*If you had payment issues and they are now resolved, let us know via email customer.service@paizo.com, phone or messageboards and we can make sure the order gets back in the shipping queue without further issues.[/b]
update 01-13-14: I've combed through the orders placed during November and early December and we are completely caught up. If your order has not shipped from 2013, and there is not special order items, items taking longer than 2-6 business days, preorders, backorders or payment issues your order should have shipped. Please create a new thread in the customer service forum, call us or shoot us an email so we can look into why your order has not shipped.
Customer Service is currently working through a very large backlog that accumulated over the holidays. We are address issues and questions as quickly as possible.
thanks
sara marie
Thank you all for your patience. I'll update this post as we work through these orders.
Sara Marie
Thanks for the update Sara Marie! My order is from November 16th so hopefully it will be out early next week.
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Customer Service Dire Care Bear Manager
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I've gone through pending orders up to the 10th and made sure things are moving along. If you placed your order on or before November 10th, and your order does not ship by Saturday (tomorrow) December 14th, please place the order number in a comment below so I can help find out why.
I ordered mine on Nov 8 order #2882263 it is still showing as Pending.
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Customer Service Dire Care Bear Manager
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I ordered mine on Nov 8 order #2882263 it is still showing as Pending.
4 of the items we were off in our inventory and were holding up the order due to not having stock. I've cancelled them from the order and we will ship this out as soon as possible. I apologize for the delay.
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Mine have been shipped -- but I did expect there would be some delay when I placed my order in fairly early November. That was a HUGE sale you had, with some AMAZING discounts. Some of us who hare now big Pathfinder buyers, but who came it to it relatively late (i.e. just a year and a half ago), saw it as a great opportunity to stock up. I'm hot surprised you got a lot of takers on it.
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Customer Service Dire Care Bear Manager
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The amount of work both the warehouse and customer service have done today has exceeded my expectations!
I've gone through pending orders up to the 17th and made sure things are moving along. If you placed your order on or before November 17th, and you do not see your shipping confirmation email by the morning of Monday, December 16th, please place the order number in a comment below so I can help find out why.
Customer service has cleared through about 200 emails today. We are still pretty far behind but at the end of the day we aren't going up in numbers from where we started, which is a first since about the beginning of November!
thanks
sara marie
I got the email to say my order from November 16th has shipped. Thanks for the hard work on a weekend!
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Customer Service Dire Care Bear Manager
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If your package has not shipped yet and you are hoping to get it for Christmas, based on today's date of December 16th:
International orders: no
Domestic standard 3-10 or 4-8 business days: maybe, don't rely on it
USPS Priority 2-5 business days: possibly if it ships today or tomorrow
UPS ground: usually up to 5 business days, possibly will make it if it ships today or tomorrow
UPS 2-day Air: Orders placed before Dec 19th should make it for Christmas. please call Paizo Customer service, 2-day air SHOULD be processed immediately under normal circumstances, but with the holidays, to ensure it is correctly handled, please call during business hours to let us know the order has one of these shipping methods so we can ensure the system works as intended.
UPS Next-Day Air: Orders placed before Dec 20th should make it for Christmas. please call Paizo Customer service, next-day air SHOULD be processed immediately under normal circumstances, but with the holidays, to ensure it is correctly handled, please call during business hours to let us know the order has one of these shipping methods so we can ensure the system works as intended.
Our warehouse is shipping as fast as possible and customer service is processing service requests as quickly as we can. We understand that many people are hoping to see packages arrive before the holidays and we are doing our best to get out as many as possible.
My order from November 8th has only partially shipped. Waiting for word on the adventure path volumes.
Thanks
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Customer Service Dire Care Bear Manager
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Please keep in mind that delivery services like UPS and the post office are also swamped with holiday packages and mail. Additionally, winter weather across the nation can impact delivery times. Time frames listed for transit are estimates provided by the various delivery services and we cannot provide guarantees these outside business will meet their delivery estimates.
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Customer Service Dire Care Bear Manager
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Sara Marie, would you have any idea IF orders will be shipped and arrive before Xmas. I have several items that are Xmas gifts that I'm hoping arrive before Xmas. My order unfortunately was made on the final day of the sale.
I just sent you an email regarding your order. Go ahead and respond via email if you have any additional follow up.
Hello, one of my orders from November 8th hasn't shipped yet:
Order # is
2885750
Thanks,
Matt
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Customer Service Dire Care Bear Manager
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My order from November 8th has only partially shipped. Waiting for word on the adventure path volumes.
Thanks
Looks like there was a bug holding things up. Justin has resolved the issue and we should be shipping the AP volumes out within the next day or so. I apologize that it has taken so long.
When can we expect an update on where your at? Could we get a daily update around the same time every day so we know when to come and see?
Thanks for all the info.
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Customer Service Dire Care Bear Manager
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We're caught up through the 17th for sure. If an order is placed on or before November 17 and it didn't contain, preorders, backorders, special orders or had payment issues*, it should have shipped. If an order hasn't, please paste the order number below and I will look into the order ASAP.
*If you had payment issues and they are now resolved, let us know via email customer.service@paizo.com, phone or messageboards and we can make sure the order gets back in the shipping queue without further issues.
My order #2554685, placed on November 8, has only partially shipped. I have noticed that at least one item in that order (Goblins of Golarion) has since sold-out… is that what is holding things up?
Thanks in advance for taking the time to look into this.
My order #2554685, placed on November 8, has only partially shipped.I found the issue holding up your order and I will take it down for immediate processing. I apologize for the delay.
No problem, and thank you for the quick follow-up. :-)
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Customer Service Dire Care Bear Manager
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Most of the November Great Golem sale orders have shipped, though I've got some cleaning up of the last week of November to nudge anything along that is still pending. I'll be printing those out on Monday and we should be hopefully caught up through November by Monday night.
Any chance we've moved the magical catch-up end flag?
NikTheAvatar, I think they want you to make a new post with your order number so they can poke the bear.. I got mine that I ordered beginning of December.. so let CS know..
As well, my question is.. is Paizo all caught up .. besides the out-layers?
Customer Service Representative
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My Nov 27th order hasn't budged, and no answers to my emails either. Not sure what else to do here...
Our apologies that we have not gotten to your email yet, Customer Service's inbox is still backed-up from the holidays. I have responded to your email.
~Justin Riddler
Customer Service
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Customer Service Dire Care Bear Manager
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I've combed through the orders placed during November and early December and we are completely caught up. If your order has not shipped from 2013, and there is not special order items, items taking longer than 2-6 business days, preorders, backorders or payment issues your order should have shipped. Please create a new thread in the customer service forum, call us or shoot us an email so we can look into why your order has not shipped.
Customer Service is currently working through a very large backlog that accumulated over the holidays. We are address issues and questions as quickly as possible.
thanks
sara marie