PDFs and sidecarts...

[Snapdragon Leafwhistle]

After getting a "stuff going out soon" email earlier this month, I put in another order, with the "to be shipped with your next order that goes out" option (the default for me).
That was several days before the typical "stuff in your next shipment cannot be changed" email.

I got the shipment...and there was no sign of the additional items I ordered. They're stuck in the sidecart.

Why, then, do we get an email implying that we still have a few days to order stuff so it can get included in this month's package, when that is apparently not the case?

Also, the subscription item is paid for. Why can't I get the PDF, given that the book is released already?

[Sharaya]

I'm sorry for any inconvenience or confusion with this.

How the process is normally supposed to work is this:
As part of the subscription run each month, we run a process in the system to generate subscription orders to accounts. This is the time when any items that are currently in the sidecart are added to that month's order. So: any subscription items you are supposed to get + any items in the sidecart at that time = your subscription order for that month (this is when you get the first email showing the order contents).

If you are wanting to add items to the order that has been generated for that month, you need to select the "Combine It -with order XXXXXXX" during the checkout process. If items are added to the sidecart at this point in time, they will stay in the sidecart to ship with the next upcoming subscription order (so, the following month's subscription order, since sidecart items have already been pulled for the current month).

We recommend trying to add items to the pending order as soon as possible after you get that month's order confirmation email. If you are ever not seeing the "Combine It..." option on step 2 of the check out process, or if it doesn't seem to work correctly (if it does work correctly, you should get an order confirmation email showing updated information for that month's order) please let us know. We can't guarantee that we can combine items before subscription orders are processed, but we will certainly try to.

Please note that we do not finalize charges for items until they are processed for shipping. If you were seeing any transactions related to the new subscription item at the time it was submitted, it should have just been a temporary authorization (which typically expires after a few days, depending on the bank. More details about billing and payments can be found here.

The free subscription PDF is ultimately linked to the payment for the physical item, which is linked to the physical item being processed for shipping.

I hope that helps clear things up. If you want any of the items in your sidecart set to ship as soon as they can, instead of waiting for the April subscription order, or if you have any further questions or concerns, please let us know.

[Snapdragon Leafwhistle]

I *think* I got this to work with moving order #3524249 to #3493679.

However, there was a confusing bit at checkout for the newer order: it looked like I was getting re-charged for shipping for the combined order. That would more than double the cost of the add-on order. :(

Could someone please look into that and let me know if that happened, and if so, fix it?

thanks!

[Sharaya]

When all is said and done, there should just be one total shipping charge of $12.65 (less $10 for the first ten shipping discount) for a total of $2.65 for shipping for the updated order.

So, you're not getting re-charged for shipping (since we do not finalize any charges until items are processed for shipping), it just had to calculate a new shipping price, and it showing the updated price.