August 2014 New Release Shipment thread


Customer Service

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Pathfinder Adventure Path Subscriber

I was charged on the 7th when my label was printed, shipping and everything. This is also when I received my order info and tracking number. I use my debit card and can bring up the transaction time with my bank. So this is the issue for others as well. The money was out of my account for over 14 days before my shipment sent on the 22. The only way I found out was by checking my tracking number, I have received no new email from paizo since the 7th.

Now I hope we get a discount on next months shipping, as I payed shipping costs assuming the weight of my total order with the missing items, and next months sub order will weigh more now. As long as something is done to manage the shipping costs I am not disappointed. I just don't want to pay shipping twice for the same item. If we don't I'll then be annoyed and may switch to my flgs. Paying twice for a service isn't acceptable.


Adventure Path Charter Subscriber; Pathfinder Adventure, Card Game, Lost Omens, Rulebook Subscriber

@RiftNasika: Your situation is different than mine, then. I have not been charged, only the pre-authorization has occurred. What you are seeing might warrant a direct contact to Customer Service or a thread specific to your concerns.


Zaister wrote:
Elezar wrote:
Zaister wrote:
Elezar wrote:
My biggest issue with the whole thing is they took my money when they knew they did not have the product. There should have been no payments taken and no shipping emails sent until the product was in the warehouse.
No matter what's actually happened, I'm quite sure, THIS is not it.
This IS it. The payment was taken from my account on 8/8 and Erik just said they were hoping to get them by the 22nd.

You might be misinterpreting your credit card statement. They never do that, because, as far as I understand it, it's against the law in the US to do so. What you are seeing probably is the the authorization pre-charge, which makes sure a customer's card has enough credit for when the day comes to actually charge the card.

If you're saying the amount was actually deducted from your account (and not your credit card) then there might actually be something fishy going on on the end of the card provider.

I am not looking at a credit card statement, I am looking at my bank statement, the money WAS taken out of my account on 8/8. I know the difference between an authorization and an actual charge.


Pathfinder Adventure Path, Card Game, Companion, Lost Omens, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

Still watching my inbox. Has anyone here received an email with an update?I'm just curious at this point if I'll have my PDFs released before the 3 day (US) weekend.

Trying to start the week with happier thoughts.


Pathfinder Card Game Subscriber

At this point, is there an option to expedite our shipping? I assume it's already too late, but between the 3 day weekend coming up and my wife leaving for Europe soon after, this is probably our last chance to play the new Pathfinder for a good long while, and I've got not confidence in getting it in NYC before the end of the week, even if it ships today.


Pathfinder Adventure Path, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber
Anaro wrote:
I'm just curious at this point if I'll have my PDFs released before the 3 day (US) weekend.

To be honest, I'm not holding my breath. Im past being angry at this, now I'm just 'whatever'.

Everyone in my gaming group has their ACG, mine is in limbo over the card-game fiasco, along with a bunch of other stuff.

You would think that the subscribers, the predictable/reliable income that a company needs to maintain/build its business, wouldn't get shoved behind all the GenCon sales, but we have. Most of us are too invested both financially and campaign-wise to switch from Pathfinder at this point (I know I am).

So the waiting game continues.


Pixie Rogue wrote:
@RiftNasika: Your situation is different than mine, then. I have not been charged, only the pre-authorization has occurred. What you are seeing might warrant a direct contact to Customer Service or a thread specific to your concerns.

More than one customer in this situation have started threads specific to RiftNasika's concern. They have been ignored. That is what is so perplexing. As has been said, if people were charged but the product didn't ship, that is illegal. It bears consideration that it is wise when acknowledging a potentially illegal act that one choose one's words very carefully before speaking.


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Pathfinder Card Game Subscriber

Just FYI: I don't believe it is illegal (as in against federal or state law). But it is prohibited by the agreement with credit card processors.


Thanks Hawkmoon. It actually reassures me to know that Paizo haven't gotten themselves into THAT kind of hot water.

Scarab Sages

Pathfinder Battles Case Subscriber; Pathfinder Card Game, Companion, Maps, Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game Subscriber; Pathfinder Roleplaying Game Charter Superscriber

I am sure what people saw around the 7th is actually the pre-authorization. I got one of those way back too but I have not gotten the second email saying that my stuff has shipped.

As a person who has been with Paizo since before Pathfinder began I will say that this is a unique situation and I have not seen anything similar.

I also have over 500 orders in my history, and I have had one lost shipment, a couple things that took longer to get here that I would like, and this late shipment.

That is so few problems for the number of shipments I have had that I am fine with how this plays out. But I do want my Advanced Class Guide enough that I might go to my local store and buy another copy and throw one in my travel bag.

No matter how much you complain and threaten, it will arrive when it arrives, and it doesn't really help to throw so much negativity around. It is just annoying.


Pathfinder Card Game Subscriber

Some info over here about what happened.


Pathfinder Adventure, Adventure Path, Lost Omens, Maps, Pathfinder Accessories, Rulebook Subscriber; Pathfinder Battles Case Subscriber; Starfinder Superscriber

I can't tell, of course, but I'm pretty sure there were some actual charges on the 7th/8th. Most of us are having the usual pending/authorisation and then shipping/payment but it seems like some labels were printed (and people charged) before paizo discovered the stock issue (whatever that was).

As I understand it, those people have now received notification (via tracking info) that their package has left, although possibly without all the goods.

This is definitely an odd month - beyond the usual GenCon mania.

Paizo Employee Customer Service Dire Care Bear Manager

I'm sorry I was out most last week due to travel back from Gen Con, being sick and then getting worse. I'm trying to catch up and put out fires (infernos?) where I can. As a heads, up, as you can imagine with the card game issues, our inbox and phones are lit up like crazy and things are incredibly busy chaotic insane right now. We are going as fast as possible to correct the issue and get the August orders moving again.


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Pathfinder Card Game Subscriber

That sounds like a rough week. I hope you are feeling better and manage to get things running smoothly again soon enough that you can all take a breath. Thanks for your hard work.

Paizo Employee Customer Service Dire Care Bear Manager

We were hoping to stem the tide of some of the questions last week by fixing up orders to ship and sending out an email, but it has bumped into this week (likely tomorrow) before we can get stuff shifted around.

We have had some issues with the Skull & Shackles Add-On Deck. We won't be able to ship them now. We need to move them from orders and put them into sidecarts to ship with the first possible subscription shipment that we can ship them with. Unfortunately this is enough orders that we cannot do this by hand. Christopher has been working on a script that will pull pending S&S Add-On decks and promos back to sidecarts. Its going through testing as we speak to avoid making things worse.

Paizo Employee Customer Service Dire Care Bear Manager

As a heads, up, our email queue at the moment is 1331.

Paizo Employee Customer Service Dire Care Bear Manager

There were some labels that were printed for the Card Game around the 11th or 12th I believe (possibly the 8th). Those have shipped minus the Add-On deck and promo cards which will be "unfulfilled" and added back to the sidecarts to go out with the first available subscription shipment when we can start shipping S&S add on decks.


Pathfinder Card Game Subscriber
Sara Marie wrote:
I'm sorry I was out most last week due to travel back from Gen Con, being sick and then getting worse. I'm trying to catch up and put out fires (infernos?) where I can. As a heads, up, as you can imagine with the card game issues, our inbox and phones are lit up like crazy and things are incredibly busy chaotic insane right now. We are going as fast as possible to correct the issue and get the August orders moving again.

I hope you feel better this week, Sara.

Paizo Employee Customer Service Dire Care Bear Manager

zeroth_hour wrote:


I hope you feel better this week, Sara.

Working on it. Gary's out sick now and I'm trying really hard to pull off being the sole caregiver for a two year old WITHOUT passing on my con crud to him.


Pathfinder Adventure Path, Card Game, Companion, Lost Omens, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

It's actually easy for me to picture this sort of office chaos - feel for you.

For those who haven't seen it - Vic posted a long explanation of the card game issues in another thread:

Edit - oops, just saw that Hawk linked to this above...


From last Friday:

Erik Keith wrote:
If you received a confirmation email for your subscription earlier this month stating that your shipment should leave our warehouse by the 22nd your S&S Base Set left the warehouse today.

I assume that was flat-out wrong, given I've not received a shipping email with a tracking number?

If it did go out anyhow, was the rest of my subscription order sent along with it?


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Pathfinder Adventure Path, Card Game, Companion, Lost Omens, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

I know this is likely to get lost in the shuffle, but I keep wondering if there's a way to have subscribers opt in to get their PDFs sooner. I'd happily let you charge my card earlier in the month to make sure my subscription provided PDFs are released as soon as possible, followed by the physical product whenever Paizo can make that work. I'm wondering a simple toggle on the sub page would make that a possibility. Lots of code underlying that, I realize, but sure would make a lot of subscribers happy, particularly in a month like this.


Foiled Again wrote:

From last Friday:

Erik Keith wrote:
If you received a confirmation email for your subscription earlier this month stating that your shipment should leave our warehouse by the 22nd your S&S Base Set left the warehouse today.

I assume that was flat-out wrong, given I've not received a shipping email with a tracking number?

If it did go out anyhow, was the rest of my subscription order sent along with it?

It seems to be accurate. IF you received a shipping email earlier (I got one 8/7) then if you click on the tracking link in the one you got earlier the info should be updated, mine updated finally after UPS saying they were waiting for the package for 2 weeks.


unfortunately this is an annual issue for Paizo and last year it went well into September`s shipments as well as they had a giant computer glitch as well. But remember, GenCon always gets priority even if you have been a loyal subscriber and retail will get their product before subscribers. It has become apparent that I can get a better discount and better rate on shipping in Canada and receive my products earlier to boot, sure I won`t get free PFFs, but I think I only opened 1 in the past 12 months, and I won`t get the promo cards, but the bigger discount is worth that loss. So after August and September`s shipments go out, Sayonara Paizo, I`ll pick and choose online

Really after this enormous dog f***, the character addon decks and class decks should be going out gratis shipping to the subscribers, not added to the next sidecart, it`s actually insulting that your best customers are treated worst

Liberty's Edge

Pathfinder Adventure Path, Starfinder Adventure Path Subscriber

I've been with the Pathfinder Adventure Paths from the start and this is becoming an ongoing issue that is getting worse year after year. Sara you guys have really need to get your shipping issues straightened out. Either you need to get someone in there to head you warehouse that can handle subscribers or find a secondary company to handle it. It is painfully obvious that Paizo cannot publish AND distribute.

No other company would get away with charging you and then taking 2 weeks to actually START the shipping process. Then taking 2 more weeks to actually get you your product. I have flat out given up buying anything from you directly other than my subscriptions because it isn't worth the hassle. And based on the last conversation with one of your customer service reps, you don't even care.


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Paizo Superscriber; Pathfinder Companion, Pathfinder Accessories, Starfinder Accessories, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber

I've only been a Paizo customer since March, and a subscriber since, I think, April. Now I'm a super subscriber. Only 25 orders on my account. This is the first time there's been a significant delay for me. Every time I've spoken to customer service, they've been very friendly and very helpful. Right now, I imagine they're pretty frazzled.

People are complaining about their August subs. I don't have my July stuff yet. I don't expect to see any of it until some time in September. It's not the end of the world. They're having problems. They're letting us know, as they can, what they're doing. I'm not going to accuse them of not caring, or any of the other bad things folks have said about them. I'm not going to /ragequit my subs. Somebody said they have cheaper sources. Fine. Go for it. My FLGS is not cheaper than the subs. And right now, they don't have the stuff either.

If I were 40 years younger, I might be more inclined to jump all over Paizo about this. One thing I've learned in 67 years, though, is "Don't sweat the small stuff" - and it's all "small stuff".

Paizo will work it out. Give 'em the chance to do so.

Liberty's Edge

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i've been a subscriber with Paizo since Dungeon & Dragon magazines and while there have been occasional delays (typically with big shipments around GenCon), I have been overall pleased with the experience.

i wouldn't mind if Paizo started notifying subscribers via email about any delays in shipping, it's a pain to find the latest statements about status. Other than that, I'm not upset. i can understand why others are, but I'd advise them to be patient.


Adventure Path Charter Subscriber; Pathfinder Adventure, Card Game, Lost Omens, Rulebook Subscriber

Chiming in - I've been subscribing since Dungeon and Dragon were coming to my doorstep and I have never noticed an issue with my subscriptions. The only reason I did this time was all the complaining about the ACG that I couldn't see yet, which has been replaced by all the complaining about the subscriptions.

The theme for me is that I should stop paying attention to the complaining. Paizo will set things right as soon as they can. There are things outside their control, as there is with anything with this many moving parts, but once things are in Paizo control, good things have consistently happened.

I am honestly waiting patiently. I have faith.


I just found out my flgs has received their S&S stock while my subscription order has seen no movement in about 20 days.

I'm seriously considering cancelling my sub just so I could get the game now as, even paying full price, the price difference wouldn't be much from the sub & shipping costs.


Pathfinder Adventure Path, Card Game, Companion, Lost Omens, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

I'm still curious if anyone has received "the" email? Nothing for me yet. I continue to hope for some PDF magic before the Labor Day weekend.

I'm not worried about any make-up effort on the part of Paizo, as I don't feel burned in any way, just really want to read the new rules. I know it would only cast $10, but can't pull the trigger now that I've waited this long. : )

Scarab Sages

Paizo Superscriber; Pathfinder Companion Subscriber; Starfinder Charter Superscriber

Got mine. Wahoo!


Pathfinder Adventure Path, Card Game, Companion, Lost Omens, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber
Charles Scholz wrote:
Got mine. Wahoo!

Cool - any indication when your stuff is supposed to ship?

Thanks for the response.


Adventure Path Charter Subscriber; Pathfinder Adventure, Card Game, Lost Omens, Rulebook Subscriber

Thanks, Charles. So the logjam has started to shift. Nothing here yet.


Pathfinder Companion, Maps, Pathfinder Accessories, Pawns Subscriber; Pathfinder Roleplaying Game Superscriber; Starfinder Charter Superscriber

I'm still waiting on mine, too.

Going through the release schedule, it looks like mine might be held up because I had a pre-order for a PFS shirt in it.

But I still haven't heard anything either way, and at this point I'd rather it just shipped as is. My post saying as much hasn't been dealt with, either.

Silver Crusade

Does anyone know if all 4 of the originally listed Promo cards are supposed to also be shipping with the base S&S set this month?


Pathfinder Card Game Subscriber
Mr. Hunter wrote:
Does anyone know if all 4 of the originally listed Promo cards are supposed to also be shipping with the base S&S set this month?

No, they will be tied with the character add-on deck, so you'll have to wait until September for them.

Sara Marie wrote:
We have had some issues with the Skull & Shackles Add-On Deck. We won't be able to ship them now. We need to move them from orders and put them into sidecarts to ship with the first possible subscription shipment that we can ship them with. Unfortunately this is enough orders that we cannot do this by hand. Christopher has been working on a script that will pull pending S&S Add-On decks and promos back to sidecarts.

Scarab Sages

Paizo Superscriber; Pathfinder Companion Subscriber; Starfinder Charter Superscriber
Anaro wrote:
Charles Scholz wrote:
Got mine. Wahoo!

Cool - any indication when your stuff is supposed to ship?

Thanks for the response.

The tracking number has been assigned, but has not yet been picked up. Hopefully it will ship today.

Grand Lodge

My order (Skull & Shackles and ACG) is still "pending".

Paizo Employee

Mine's still pending as well. I was able to add a couple items last night to the order so I wouldn't end up $2 short on meeting the shipping discount assuming they yank the S&S ACG from it.

I assume they're still working on the details of the promised email and having to handle each order individually to move the ACG to next month. Or they're delaying in hopes we order more stuff. Oh. Well played, Paizo, well played.


Pathfinder Adventure Path, Card Game, Companion, Lost Omens, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

Movement? My subs page looks the most cleaned up it has since I started watching the status of August shipments. The right stuff is in the right months. Hopefully a good sign.

Go get 'em CS crew.

Paizo Employee Customer Service Dire Care Bear Manager

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I'm still waiting for the test environment to be finished building with updated data before I can check to make sure the tool that has been built for moving items is working as intended. Its been 2 days and no current ETA so I have begun poking orders by hand. I've done about 20 so far, I guess if I can't make everyone's order progress, maybe I can at least make a couple people happier?


Pathfinder Adventure, Adventure Path, Lost Omens, Maps, Pathfinder Accessories, Rulebook Subscriber; Pathfinder Battles Case Subscriber; Starfinder Superscriber

Just to buck the trend:

You'd best leave mine for the computer, Sara, my account is a right mess at the moment. I've got so many preorders/back orders/pending orders... It'd be annoying to go through all that if one were recovering from con crud. ;)

I figure we can sort it out in a week or two when all this is a bad memory...


Pathfinder Adventure Path, Card Game, Companion, Lost Omens, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber
Sara Marie wrote:
I'm still waiting for the test environment to be finished building with updated data before I can check to make sure the tool that has been built for moving items is working as intended. Its been 2 days and no current ETA so I have begun poking orders by hand. I've done about 20 so far, I guess if I can't make everyone's order progress, maybe I can at least make a couple people happier?

Anything that gets me closer to the ACG PDF makes me happy. Hope the chaos diminishes soon for you guys. : )

Paizo Employee Customer Service Dire Care Bear Manager

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Steve Geddes wrote:

Just to buck the trend:

You'd best leave mine for the computer, Sara, my account is a right mess at the moment. I've got so many preorders/back orders/pending orders... It'd be annoying to go through all that if one were recovering from con crud. ;)

I figure we can sort it out in a week or two when all this is a bad memory...

Too late I already fixed yours. No take backsies.


Pathfinder Adventure Path, Card Game, Companion, Lost Omens, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

Sara - appreciate the extra effort on this, and I apologize for sounding so cranky about not getting my stuff. Patience is a virtue...

Edit - forgot to mention; got my email!

Paizo Employee Customer Service Dire Care Bear Manager

test environment is ready and I am looking at as many sample orders as possible before I have to leave.


Adventure Path Charter Subscriber; Pathfinder Adventure, Card Game, Lost Omens, Rulebook Subscriber

Got my email! Thanks, Sara Marie & Co!


Adventure Path Charter Subscriber; Pathfinder Adventure, Card Game, Lost Omens, Rulebook Subscriber

Got my email, but I guess the package is still being processed - no access to the download yet.

Patience, grasshopper.


Pathfinder Card Game, Pawns, Rulebook Subscriber

at this point you could send September subs with august's for those of us that are still waiting XD yeah yeah i'll keep dreaming and shut up

Paizo Employee Customer Service Dire Care Bear Manager

kagenotora wrote:
at this point you could send September subs with august's for those of us that are still waiting XD yeah yeah i'll keep dreaming and shut up

Waiting on more detials but September might be pushed back a bit. Not sure yet and I don't want to risk further delays for people who've been waiting for 2.5 weeks already.

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