Missing Item from Orders


Customer Service

Silver Crusade

I had ordered the 3 Starfinder t-shirts with Order 4476464 and asked for them to be shipped now instead of added to my Sidecart. Well, 2 t-shirts ended up in my Sidecart and shipped with Order 4476470, but the 3rd t-shirt seems to have disappeared. The t-shirt in question is the Starfinder Space goblin t-shirt in 3X.

Additionally, I had used my store credit to cover Order 4476464 but since the t-shirts weren't included the remainder was applied to Order 4476470 instead of applying it just on the t-shirts. So now I'm still missing a t-shirt and all of my store credit was used up.

Can someone please tell me what is going on with my orders and why I was not asked or notified regarding sidecarting my items and using all of my store credit?

Paizo Employee Customer Service Representative

Hello Mr. Hunter,

The original order had 2 t-shirts. The Starfinder Space Goblin shirt was on a separate order and sent to your sidecart. It looks like you pushed the ship right away button, which takes it out of the sidecart and sends you back to the checkout process to select the shipping method and submit the order. The submit order button was never pushed so the order was never submitted. If you'd like I can get it submitted for you.

The order the 2 shirts was in had not shipped when the subscription orders were generated. Our system saw an order that was waiting to ship and generated the subscription items to that order to minimize your shipping.

Since you have your subscriptions set to use your store credit all the remaining store credit was applied to the order. If subscriptions are set to use store credit each subscription order will apply as much store credit as it can to the order and only use your payment method for the difference if there is not enough store credit to cover the whole order.

Sczarni

The original order had 3 t-shirts and is copied below. They apparently sat until my subscriptions hit and then only 2 t-shirts were added. I would just like to know why the last t-shirt ended up in limbo and wasn't shipped. And I have I paid multiple times for them including the last t-shirt which is now in my shopping cart?

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Order 4476464

Submitted Saturday, September 02, 2017 12:12 PM
Status Pending
Purchaser [REDACTED]
Payment Method [REDACTED]
Visa **** **** [REDACTED]
Promotions You've saved $14.85 off suggested retail—that's a 15% discount!
Paizo Advantage
Pathfinder Adventure Path subscribers get 15% off suggested retail price, excluding non-Paizo PDFs.
Subtotal (6 items) $84.12
Shipping & Handling $12.03
Order Total $96.15
Store Credit to Apply $80.00
Payments

Today Digital purchase Store credit $25.47
Digital Purchases

Important Three digital purchases were added to your account when this order was submitted.
Pathfinder Map Pack: Starship Chambers PDF
Paizo Inc.
9.99 8.49 8.49
Pathfinder Map Pack: Starship Corridors PDF
Paizo Inc.
9.99 8.49 8.49
Starfinder Core Rulebook PDF
Paizo Inc.
9.99 8.49 8.49
Shipments

Shipping Address
[REDACTED]
Shipping Method USPS Priority Mail
Estimated 2 to 5 business days in transit
Package Tracking Expected to ship in 1 to 45 business days
Not trackable

Starfinder Society: Year of Scoured Stars T-Shirt 3XL
Offworld Designs
23.00 19.55 19.55
Starfinder Space Goblin T-Shirt 3XL
Offworld Designs
23.00 19.55 19.55
Starfinder Logo T-Shirt 3XL
Offworld Designs
23.00 19.55 19.55
Shipping & Handling

3 items. Estimated package weight: 3 lbs.
12.03

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Order 4476470

Submitted Tuesday, September 05, 2017 08:31 PM
Status Pending
Purchaser [REDACTED]
Payment Method [REDACTED]
Visa **** **** [REDACTED]
Promotions You've saved $20.65 off suggested retail—that's a 19% discount! Additionally, your free PDFs are a $28.48 value!
First Ten Shipping
Paizo will pay the first $10 in shipping and handling for any shipment of products totalling $100 or more.
Paizo Advantage
Pathfinder Adventure Path subscribers get 15% off suggested retail price, excluding non-Paizo PDFs.
Subtotal (5 items) $85.32
Shipping & Handling $12.87
Order Total $98.19
Store Credit to Apply $54.53
Subscriptions

Important To change your subscription delivery or payment options, go to your My Subscriptions page. This order contains three items from these subscriptions:
Class Deck Deluxe
Pathfinder Adventure Path
Pathfinder Maps
Items ordered by subscriptions are identified by S
Shipments

Shipping Address
[REDACTED]
Shipping Method USPS Priority Mail
Estimated 2 to 5 business days in transit
Package Tracking Expected to ship early September 2017
Not trackable

Starfinder Logo T-Shirt 3XL
Offworld Designs
23.00 19.55 19.55
Starfinder Society: Year of Scoured Stars T-Shirt 3XL
Offworld Designs
23.00 19.55 19.55
S Pathfinder Adventure Card Game: Pathfinder Tales Character Deck
Paizo Inc.
19.99 15.99 15.99
S Pathfinder Adventure Path #122: Into the Shattered Continent (Ruins of Azlant 2 of 6)
Paizo Inc.
Will be in your downloads once shipped
24.99 17.49 17.49
S Pathfinder Flip-Mat: Haunted House
Paizo Inc.
Will be in your downloads once shipped
14.99 12.74 12.74
Shipping & Handling

5 items. Estimated package weight: 3 lbs.

Paizo Employee Customer Service Representative

Hello Selene,

Thank you for the information. I am passing it along to the tech team so they can investigate what happened.

What I see on my end is order 4476464 had 3 PDFs. Those are in a child order associated with order 4476464 (order 4476469), which suggests that that order had another child order associated with it. But there is not one, or any other indication there ever was one. Order 4476470 shows that 2 shirts were added to it on September 2. The order had not shipped out yet when the subscription orders were generated so the subscription items were generated to that order. But there is nothing indicating that there was ever an item that was moved out of the order. Order 4483310 has the third shirt in it and indicates that shirt was previously in the sidecart (I am also letting the tech team know that it doesn't indicate what the order number that sent it to the sidecart was, as it should show that) but that the ship right away button was pushed. But it was never submitted after the button was pushed. It is currently an unsubmitted order.

So I am asking the tech team to investigate why things were moved around, why there is no indication of what things were moved and to where, and why the orders they were originally part of do not reflect them having ever been in those orders.

We don't charge for anything until it ships, so until the subscription order shipped all you had been charged for was the PDFs. When the subscription order shipped you were charged for the 2 shirts in that order. You have not been charged for the third shirt.

I am redacting your personal information out of your last post.

Silver Crusade

Okay, since there is nothing in my cart and I can't find the order with the third t-shirt anywhere should I just create a new order for it?

Paizo Employee Customer Service Representative

Hello Mr. Hunter,

No, I have submitted the order for you. You should be receiving an email confirmation.

Silver Crusade

Thank you. It's been sitting pending since then and is now in my sidecart. Can you please move it to ship with my currently pending order since it never confirmed on its own?

Paizo Employee Customer Service Representative

Hello Mr. Hunter,

The shirt did not ship out because we are still waiting for it to get to us from the manufacturer. There are some items we have to get from a distributor or manufacturer when an order is placed for them. These items show a longer shipping window on the availability portion of their product page. For instance, the shirt says, "Ships from our warehouse in 15 to 45 business days." This is our estimate for how long it may take to get to us from the supplier. This is also reflected in the email confirmation under the SHIPMENTS header. I can move the shirt into the order but it will keep the order from shipping until it arrives.

It looks like the reason it is in your sidecart is the system saw a pending order and generated the subscription order to that to minimize the shipping costs, then saw the item was not ready to ship and moved it to the sidecart so it wouldn't hold up the order. I have moved the shirt back into its own order so it can ship right away as soon as it is ready.

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