Problem Making Order

[Kalanyr]

Hi,

I made an order with this account, yesterday. However something weird happened with my connection partway through. My card has been charged (I can see the charge on my pending transactions) but the items remain in my cart and none have been added to my account. Could I get someone to look into this please?

[Katina Davis]

Hello Kalanyr,

Thank you for bringing this to our attention! At first glance, it looks like your order may have timed out because it's got so many items on it. What may have happened is that the card was authorized but not settled, but our card processor is acting a bit strangely with this order in particular so I think I'll have to do a bit more digging to get to the bottom of it.

I just wanted to let you know so that if it takes a while to pick things apart, you wouldn't think we forgot you! I'll need to talk to our accounting department to see if we can figure out what's going on with the card processor, but one we get things figured out I should be able to submit the order from my end to grant all the PDFs to your account. Once I've got some more information for you, I'll send you an email to keep you updated.

Sorry I couldn't be more helpful at the moment, but I'll try to get this resolved as quickly as I can. If there are any further questions or concerns that you may have in the meantime, please don't hesitate to ask and I'll be more than happy to help.

Thanks!
Katina

[Kalanyr]

Thank you. I'll let you know if the pending charge gets cancelled.

[Kalanyr]

The charge seems to have processed normally and completed. It's down as a normal charge rather than pending now.

[Kalanyr]

Hi,

Just wanted to check if you've got an update on this or some idea of when it will be resolved.

Thanks,
Kalanyr

[Katina Davis]

Hi Kalanyr,

I'm sorry it took us so long to get things untangled with this. I've spoken to our card processor, and it sounds like the charge was able to go through just fine on their end, so it's just our system that is being stubborn.

As long as you've only been charged once for the correct amount, and you have all of the PDFs, then you should be all set. The PDFs should all be available on your account as we speak. I apologize for the delay and confusion with this, but please don't hesitate to let me know if there is anything further that I may help you with. I'll be more than happy to assist you as best I can.

Thanks!
Katina

[Kalanyr]

Katina Davis wrote:

Hi Kalanyr,

I'm sorry it took us so long to get things untangled with this. I've spoken to our card processor, and it sounds like the charge was able to go through just fine on their end, so it's just our system that is being stubborn.

As long as you've only been charged once for the correct amount, and you have all of the PDFs, then you should be all set. The PDFs should all be available on your account as we speak. I apologize for the delay and confusion with this, but please don't hesitate to let me know if there is anything further that I may help you with. I'll be more than happy to assist you as best I can.

Thanks!
Katina

Thanks very much. I'll go through and check that everything seems okay on my side (the charge was correct on my side to the best of my knowledge).

[Kalanyr]

Katina Davis wrote:

Hi Kalanyr,

I'm sorry it took us so long to get things untangled with this. I've spoken to our card processor, and it sounds like the charge was able to go through just fine on their end, so it's just our system that is being stubborn.

As long as you've only been charged once for the correct amount, and you have all of the PDFs, then you should be all set. The PDFs should all be available on your account as we speak. I apologize for the delay and confusion with this, but please don't hesitate to let me know if there is anything further that I may help you with. I'll be more than happy to assist you as best I can.

Thanks!
Katina

Okay. Almost everything looks good but I think I'm missing: http://paizo.com/products/btpy99sk?Pathfinder-Roleplaying-Game-Strategy-Gui de , it's possible that this was my fault and I fat fingered adding it and it wasn't in my cart. Could I get you to check this on your side ?

[Katina Davis]

Hi Kalanyr,

Thanks for letting us know! I've taken a look through the original order, and I did not see the Strategy Guide PDF included in there, so it looks like it just didn't make it on to the order. I do see it in your shopping cart still, so it just got left behind. You should be all clear to purchase it separately, hopefully with a lot less hassle this time. :)

Just let me know if there is anything else I can help out with. Thanks!

[Kalanyr]

Thanks very much for that.