August 2014 New Release Shipment thread


Customer Service

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The card on my order was decline (still not sure why, funds are there), so I swapped cards on Monday after I got the email. The order still shows as pending. Do I need to do anything else, or does it just get re-added to some queue to re-process again? Order #3221591.

Paizo Employee Customer Service Dire Care Bear Manager

Kodoir wrote:
The card on my order was decline (still not sure why, funds are there), so I swapped cards on Monday after I got the email. The order still shows as pending. Do I need to do anything else, or does it just get re-added to some queue to re-process again? Order #3221591.

You're all set.


Sara Marie wrote:
Kodoir wrote:
The card on my order was decline (still not sure why, funds are there), so I swapped cards on Monday after I got the email. The order still shows as pending. Do I need to do anything else, or does it just get re-added to some queue to re-process again? Order #3221591.
You're all set.

Guess who potentially has two thumbs and is pretty awesome? It's you Sara. It's you.

Thanks!


1 person marked this as a favorite.
Pathfinder Lost Omens Subscriber

If you listen closely to your cable modem you can hear people clicking Refresh on their email inbox, praying for the download links email to appear :-)


Thank you for the speedy delivery! It's going to be a long night of Pathfinder reading. :)


Pathfinder Card Game Subscriber

I noticed that with my S&S's order this month, that I wasn't charged for my card sleeves. Have they been delayed?

Paizo Employee Customer Service Dire Care Bear Manager

1 person marked this as a favorite.
Agradeleous wrote:

I noticed that with my S&S's order this month, that I wasn't charged for my card sleeves. Have they been delayed?

I've combined the orders and they'll all ship together. I sent you a new confirmation email.


Paizo Superscriber; Pathfinder Companion, Pathfinder Accessories, Starfinder Accessories, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber
Sara Marie wrote:
Ed Reppert wrote:
Looks like my order 321596 is en route, and everything before that is already here. That leaves the subscription order #3172827, which does not contain the class decks. Those are back in, or still in, my sidecart. Can those be included with the sub order, please?
Fixed. New email sent.

Thanks!


I've had an email saying my order is going to be cancelled, as I don't have a payment method - but when I go to the payments page, my card is already there. I'm confused.


I had an e-mail saying my subscriptions order would be cancelled due to no payment options , I have now ammended but it is now just showing as pending? Is this now okay. Order 3221668 and class deck order 317029. Thanks


Pathfinder Companion Subscriber

My payment method was also cancelled, which is annoying cost I used the same details to buy people of the river last week, and I've been paid since then!!

I was looking forward to reading my PDF too...


Pathfinder Card Game Subscriber
Ed Reppert wrote:
Sara Marie wrote:
Ed Reppert wrote:
Looks like my order 321596 is en route, and everything before that is already here. That leaves the subscription order #3172827, which does not contain the class decks. Those are back in, or still in, my sidecart. Can those be included with the sub order, please?
Fixed. New email sent.
Thanks!

Thank you Sara!


Pathfinder Card Game Subscriber
Sara Marie wrote:
Agradeleous wrote:

I noticed that with my S&S's order this month, that I wasn't charged for my card sleeves. Have they been delayed?

I've combined the orders and they'll all ship together. I sent you a new confirmation email.

I am sure Ed Reppert is thankful too. LOL. Let me try this again. Thank you for fixing MY order Sara.


Pathfinder Adventure, Lost Omens, Rulebook Subscriber

Download complete!!!

I just want to give a big shout out to all the hard work from our customer service folks. I had a few minor issues with my order but they were always fixed quickly and I still got my ship notification today, despite 3 changes to my order this week.

Great Job!!


j b 200 wrote:

Download complete!!!

I just want to give a big shout out to all the hard work from our customer service folks. I had a few minor issues with my order but they were always fixed quickly and I still got my ship notification today, despite 3 changes to my order this week.

Great Job!!

Lucky, mines still pending >:( Its all good though, I have sideways eight patience!

Edit: whelp look what's in my downloads. Thank you, hard-working Paizo support! ^_^


Shipity-doo-dah! Email received, download complete!

You guys are crushing it this year! What Gen Con slowdown?

Keep up the good work! Plenty of time to sleep in September... :)


Interesting - my order has had no issues, but it remains pending. Enjoy your new shinies, all! I won't have time to look at it, even if I did have access, for a few hours yet.


Pathfinder Adventure Path Subscriber

I have never used the sidecart before, but I am wondering if the two class decks I ordered made it into my subscription order. I was hoping to get the shipping credit by adding class decks to the order.

Lantern Lodge

Pathfinder Adventure, Adventure Path, Rulebook, Starfinder Adventure Path Subscriber

My order has just been sitting there at pending for quite a while now, and several of my friends have been taunting me with their new pdfs and reading me bits to tease me... Any idea what's up with the order delay?

Dark Archive

sarokcat wrote:
My order has just been sitting there at pending for quite a while now, and several of my friends have been taunting me with their new pdfs and reading me bits to tease me... Any idea what's up with the order delay?

I don't think it is a delay it is just normal. I normally get my shipment and access the first day of shipping but this month is Gencon and they always go a little slower during august. But don't fret to much there are others in the same boat you are in.


*raises hand*


Pathfinder Companion Subscriber
AinvarG wrote:
*raises hand*

Still on pending too, eh?

I'm just hoping the payment error doesn't happen again..

Paizo Employee Customer Service Dire Care Bear Manager

I am working on getting the Gen Con pick up subscriber's the PDFs that they need. We need to run one more test which I will be doing tomorrow when I get in.

Paizo Employee Customer Service Dire Care Bear Manager

MightyJim wrote:
I've had an email saying my order is going to be cancelled, as I don't have a payment method - but when I go to the payments page, my card is already there. I'm confused.

You'll all set now.

Dark Archive

Weird question what is the latest that you guys ship each day?

Paizo Employee Customer Service She-Hulk

Apocryphile wrote:

My payment method was also cancelled, which is annoying cost I used the same details to buy people of the river last week, and I've been paid since then!!

I was looking forward to reading my PDF too...

Hey there Apocryphile,

Just took a look at your order, and it seems the issue has resolved itself. I've sent you an updated confirmation email, and your order should be shipping out soon. Let me know if there's anything else you need in the meantime.

Thanks!
Katina

Customer Service Ray of Funshine

McHam wrote:
I had an e-mail saying my subscriptions order would be cancelled due to no payment options , I have now ammended but it is now just showing as pending? Is this now okay. Order 3221668 and class deck order 317029. Thanks

Your payment method looks fine now. Pending is a good sign. It typically means the authorization has been approved, and it's just waiting until the warehouse has a chance to process it.

Paizo Employee Customer Service She-Hulk

AinvarG wrote:
Interesting - my order has had no issues, but it remains pending. Enjoy your new shinies, all! I won't have time to look at it, even if I did have access, for a few hours yet.

Hi Ainvar,

I just looked at your order and it seems to be just fine! Everything looks ready to go, it just hasn't gotten the green light yet. It should be on the way to you Soon™. Let me know if you have any questions in the meantime.

Thanks!
Katina

Paizo Employee Customer Service She-Hulk

brad2411 wrote:
sarokcat wrote:
My order has just been sitting there at pending for quite a while now, and several of my friends have been taunting me with their new pdfs and reading me bits to tease me... Any idea what's up with the order delay?
I don't think it is a delay it is just normal. I normally get my shipment and access the first day of shipping but this month is Gencon and they always go a little slower during august. But don't fret to much there are others in the same boat you are in.

Yep, this does appear to be the case. Sarokcat, your order is just fine, but we have not gotten to it yet. The shipping queue is quite a daunting thing, and it can take us some time to get to everyone. We're working hard to get everything out as fast as we can. :)


1 person marked this as a favorite.
Pathfinder Companion Subscriber
Katina Mathieson wrote:
Apocryphile wrote:

My payment method was also cancelled, which is annoying cost I used the same details to buy people of the river last week, and I've been paid since then!!

I was looking forward to reading my PDF too...

Hey there Apocryphile,

Just took a look at your order, and it seems the issue has resolved itself. I've sent you an updated confirmation email, and your order should be shipping out soon. Let me know if there's anything else you need in the meantime.

Thanks!
Katina

Thank you Katina!

You are all stars, I can't imagine how many orders you're dealing with right now..

Thanks again,

Steve

Grand Lodge

I was also in the group that didn't get my class deck (Order 3179469) folded into my subscription order (Order 3222438). They are still listed as two separate orders, with the subscription now listed as complete but the class deck listed as pending. I'm hoping that it is still possible to fix this and get them shipped together.

Thanks!
~Doug

Lantern Lodge

Pathfinder Adventure, Adventure Path, Rulebook, Starfinder Adventure Path Subscriber
Katina Mathieson wrote:
brad2411 wrote:
sarokcat wrote:
My order has just been sitting there at pending for quite a while now, and several of my friends have been taunting me with their new pdfs and reading me bits to tease me... Any idea what's up with the order delay?
I don't think it is a delay it is just normal. I normally get my shipment and access the first day of shipping but this month is Gencon and they always go a little slower during august. But don't fret to much there are others in the same boat you are in.
Yep, this does appear to be the case. Sarokcat, your order is just fine, but we have not gotten to it yet. The shipping queue is quite a daunting thing, and it can take us some time to get to everyone. We're working hard to get everything out as fast as we can. :)

Thank you for the information, and glad to hear nothing is wrong... now I just need to endure my three friends taunting me with their class guide pdfs until mine finally ships.... Though I still can't stop myself from checking every 30 mins to see if it has shipped yet. Heh.


Pathfinder Companion Subscriber
Katina Mathieson wrote:
Apocryphile wrote:

My payment method was also cancelled, which is annoying cost I used the same details to buy people of the river last week, and I've been paid since then!!

I was looking forward to reading my PDF too...

Hey there Apocryphile,

Just took a look at your order, and it seems the issue has resolved itself. I've sent you an updated confirmation email, and your order should be shipping out soon. Let me know if there's anything else you need in the meantime.

Thanks!
Katina

Thanks Katina, I'm just itching to get the pdf of the ACG downloaded so I can start updating my play test characters. I know it's going to be a while before the physical book arrives here.

I'm failing to resist the urge to refresh and check my order every 5-10 minutes...


Hi,

I got a message that my payment method was declined for order 2985314. However, I have checked the payment method and contacted the credit card company and there should be no issues. I sent an email to customer service yesterday but received no response. Can you check my order 2985314?

Thanks

Paizo Employee Customer Service Dire Care Bear Manager

brad2411 wrote:
Weird question what is the latest that you guys ship each day?

Not at all a weird question. But unfortunately there isn't a hard and fast answer. It depends on work load and schedules and which contractors and employees are working in the warehouse. What is "normal" ends up varying significantly during subscription releases, especially big ones like this Gen Con release.

Paizo Employee Customer Service Dire Care Bear Manager

demigord wrote:

Hi,

I got a message that my payment method was declined for order 2985314. However, I have checked the payment method and contacted the credit card company and there should be no issues. I sent an email to customer service yesterday but received no response. Can you check my order 2985314?

Thanks

You should be good now.

Silver Crusade

Any eta on pdf release for subscribers with Gencon pick up? Thanks and keep up the great work!


I seem to be suffering the same mysterious credit card decline as certain other people on here. Can I trouble someone to let me know if the updated payment methods have fixed my issues?


Katina Mathieson wrote:
AinvarG wrote:
Interesting - my order has had no issues, but it remains pending. Enjoy your new shinies, all! I won't have time to look at it, even if I did have access, for a few hours yet.

Hi Ainvar,

I just looked at your order and it seems to be just fine! Everything looks ready to go, it just hasn't gotten the green light yet. It should be on the way to you Soon™. Let me know if you have any questions in the meantime.

Thanks!
Katina

I have faith, but I appreciate your confirmation, Katina!


Pathfinder Companion Subscriber

Hi,

Under payments on my order (3220635) it now says "$57.61 payment authorisation" but the order is still pending and no download links..

I used the same payment method that had been rejected before, cos 1, I know there's cash there. 2, it worked last week with another order, and 3, its the only way I have to buy online!!

Am I just in the queue to ship, or is there something wrong?

Thanks,

Steve


I was wondering: I purchased the PACG class decks online here. I'm a subscriber for PACG, and noticed two things. First, my order still says pending since yesterday, and I'm not sure if that was normal or not. Second, I didn't receive my subscription discount, which I thought was supposed to happen. Do I need to do anything to get that discount, and when should I normally expect a pending order to complete and ship? Thanks so much for all the hard work you all do feeding my PACG addiction!


Pathfinder Card Game Subscriber

ill post on here too, but I did do a separate post in customer service to try and get some confirmation, I seem to have a similar problem like others, I received the confirmation email and such, but the only money pulled for the order is the 98.43 from the original order before it was fixed, now that its to include not only the base set and add on deck and a map I ordered for normal pathfinder, but it includes all 7 class decks and the playmat for ACG as well, as far as I can tell, the discounts are there fine, there just hasn't been anymore money pulled to complete the order, I don't think its been declined or errored or something, it just hasn't done anything, so im left wondering if this is a problem or if im just too impatient >.> order number is 3190857 , anything you can let me know would be great

Lantern Lodge

Pathfinder Adventure Path, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber
Sara Marie wrote:
I am working on getting the Gen Con pick up subscriber's the PDFs that they need. We need to run one more test which I will be doing tomorrow when I get in.

I'm guessing that test must not have gone well :(

Any chance someone could give the Gen Con folks a mid-afternoon update even if its just a notice that you're dealing with an dodgy problem and currently have no ETA. We really appreciate everything you all are trying to do to get us the PDFs! If a different thread is a better place to look for updates, happy to look there.


1 person marked this as a favorite.

Actually, we are probably doing this backwards - this is the updates thread, but many people are airing their specific issues here.

The customer service team is more concerned with getting it right than being picky about how they find out about an issue, though.

If it helps anyone's nerves, I've been in a pending status for at least two days and Katina has already confirmed that everything is set up properly for my order. Being in pending status is just a sign that they are between steps in the process.

Customer Service Ray of Funshine

Arleneth wrote:
I have never used the sidecart before, but I am wondering if the two class decks I ordered made it into my subscription order. I was hoping to get the shipping credit by adding class decks to the order.

This has been changed and you should get an email with new order information.

Customer Service Ray of Funshine

Doug Maynard wrote:

I was also in the group that didn't get my class deck (Order 3179469) folded into my subscription order (Order 3222438). They are still listed as two separate orders, with the subscription now listed as complete but the class deck listed as pending. I'm hoping that it is still possible to fix this and get them shipped together.

Thanks!
~Doug

Things like this can't normally be fixed, but sometimes miracles CAN happen.

You should get an email confirming the updated order information.

Customer Service Ray of Funshine

Drakir2010 wrote:
I seem to be suffering the same mysterious credit card decline as certain other people on here. Can I trouble someone to let me know if the updated payment methods have fixed my issues?

Looks good now!

Customer Service Ray of Funshine

Apocryphile wrote:

Hi,

Under payments on my order (3220635) it now says "$57.61 payment authorisation" but the order is still pending and no download links..

I used the same payment method that had been rejected before, cos 1, I know there's cash there. 2, it worked last week with another order, and 3, its the only way I have to buy online!!

Am I just in the queue to ship, or is there something wrong?

Thanks,

Steve

Everything looks good. Details about our billing process can be found here and will explain a lot: http://paizo.com/paizo/faq#v5748eaic9n0t

The PDF is linked to the shipment of the physical item from the warehouse, so you will gain access to that when you get the shipping notification.


Pathfinder Companion Subscriber
AinvarG wrote:

Actually, we are probably doing this backwards - this is the updates thread, but many people are airing their specific issues here.

The customer service team is more concerned with getting it right than being picky about how they find out about an issue, though.

If it helps anyone's nerves, I've been in a pending status for at least two days and Katina has already confirmed that everything is set up properly for my order. Being in pending status is just a sign that they are between steps in the process.

Fair enough, this is my first subscription order so I'm unsure how to use this. I'll do it properly next time. if there's a next time!


Pathfinder Adventure Path Subscriber

Hi my August sidecart (the 7 PACG class decks) don't seem to have combined with my August subscription. I was wondering if it is still too late to have them put into the same order? I haven't received the e-mail saying the subscription has been sent yet, so hoping it might still be possible.

Not sure if this is the best place to post it, but seems a few others are raising it here.

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