My Sidecart - did not ship with my subscription


Customer Service


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Hi there, I had some items in my sidecart which I expected to ship with my subscription, which just shipped. How do I go about getting those sent before my next subscription? I'll be needing them before the Feb sub ships.

Paizo Employee Customer Service Representative

Hi there, Hands of Fate!

It looks like your items were added to the sidecart after the January orders were spawned, so they would not have been moved automatically into the order. The way our system works, it basically takes a peek into the sidecart when it goes to generate your subscription order, grabs anything from there that is ready to go, and then creates a new order with those items. So if something is put into the sidecart after that happens (i.e. once you've received your confirmation email), then it would have to be moved into your new subscription order manually in order to be able to ship together.

I'm sorry for any confusion that this may have caused! I've kicked the items out of your sidecart and into their own order, which you should receive a confirmation email for in just a moment. Feel free to take a look over the email to verify that everything is correct, and let me know if anything needs to be changed. If everything looks good, then we'll get it on the way to you as soon as we can.

Please don't hesitate to ask if there are any further questions or concerns that you may have in the meantime, and I'll be happy to help.

Thanks!
Katina

UPDATE: I've found out some helpful information! If this situation happens again in the future, you'll want to go to Step 2 - Shipping when you're getting ready to check out. You'll see the option to "Ship with My Subscriptions", and further down you'll see a section that says "Combine It". If your monthly subscription order has already been generated, you should see it listed in the options to combine. If you want to make sure it's the right order number, check the confirmation email that you receive when the subscriptions are generated. I've let the tech team know that the wording on the site might be a bit too ambiguous as "Ship with My Subscriptions", so hopefully we'll find a way to make that more clear in the future.

Again, if at any time you are trying to move items around and our system is fighting you, just let Customer Service know, and we can move items around as long as the order has not yet shipped.


Hi Katrina, Not a problem. I knew it was cutting it close. You guys are great, and I didn't see a way to kick it out of my sidecart and get it shipped. Thanks a lot!

Chris

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