Order 4013488

[doejaster]

Hello,

On 7/20 I excitedly placed my order to join the ACG class deck subscription and adventure deck/game subscriptions. Starting the former with the two goblin decks, and the later with the Mummy's Mask release.

When checking out I was prompted on the screen that if I added $4.04 to my order Paizo would pay the first $10 in shipping. So, I added two of the promo cards from S&S and WOTR releases ($7.98 total).

After submitting my order I noticed that I didn't see the $10 shipping discount and wanted to make sure it was applied somewhere. I emailed customer service.

The reply was that the offer only applied if everything shipped at once. I was asked if I would like for all of the items to ship in October. Of course, I would not *like* that, but if that is what it would take to get the $10, then I replied to the email that I'd be OK with everything shipping in October if that saved me the $10.

The reply the next day from customer service was that shipping everything in October would not be feasible because the class deck subscription would continue to try to pull the items out of my side-cart and ship them. Why offer something that I couldn't actually do, I don't know.

So I asked to remove the two promo cards from my order and then it would be good to go. I was told this was done, but when I checked the order on Friday night I noticed that now my cart was flagged as "suspended" with the message to contact customer service.

I replied on Friday evening and got a response today that the suspension was placed on my side-card by a different customer service rep and that it has been lifted and I should no longer see it.

Tonight I logged in to check and I still see the suspension. I don't see the Goblin class decks that last week had order status, shipping prices, and even estimated delivery/shipping windows.

I'm trying out posting here because my back and forth via email hasn't been too fruitful. I'd really like to get my Goblin decks (and whatever promos the subscription allows me to qualify for) along with the rest of the subscribers and would appreciate if someone could help me out.

Thank you so much for the hard work that you do and the great games Paizo produces.

[Diego Valdez]

Hello doejaster,

Putting everything in your sidecart until October wouldn't work because the subscriptions grab everything in the sidecart that is ready to go each month. The items are all currently in your sidecart. We can put all of the items into their own order which won't ship until October if you'd like.

Your order was suspended while the email exchange was going on so that the part of it that was ready to ship wouldn't ship out until we heard back from you. When the items were moved into your sidecart the order, which no longer had anything in it but still existed on your account because it had started the subscriptions, was left suspended. That suspension was lifted yesterday. I don't see any suspensions anywhere on your account.

Both Goblin decks are currently in your sidecart. You can see your sidecart by clicking on Order History on your My Account page. If you'd like I can move them out of your sidecart so they can ship right away instead of waiting to go with your next subscription order.

[doejaster]

Diego,

Thank you for your reply. I promise you that I checked all last night and even this morning before leaving for work and my cart still said suspended. It does not say that now. Thank you so much.

I don't have any reason to wait to ship my goblin decks, and there was a button with that cart that allowed me to ship them now. Are there promos with a class deck subscription? Are those included or will I see those as individual line items in the cart?

I think I may have screwed up the shipping of the Mummy's Mask set in October. For some reason it is now showing the character add-on as shipping separately and I thought they would ship together to save money. Am I mistaken, or did I mess it up? When a class deck comes out in the same month will it try to combine automatically with the game subscription or is that something manually done?

I'm terribly sorry that my order had resulted in so much communication and appreciate the help.

[Diego Valdez]

Hello doejaster,

You should be able to see the promotional cards as line items on the order. There are 4 total (2 for each deck). The way our system handled the order it separated the Base Set and Add-On Deck. I have put them back together and you should see that. I am sending you an updated email confirmation.

[doejaster]

Diego,

Thank you SO much. Those promo cards were not on the first email I got, but clearly show up in the updated one triggered from your changes. Saved me a headache in case they had ended up not being included.

Greatly appreciate the help--everything is looking good and I'm excited to get my first subscription shipment (and all the ones that follow).

Have a great rest of your day.