Major Problem with Subscriptions and Pre-Orders - Not Receiving Items.


Customer Service

Liberty's Edge

Pathfinder Adventure, Adventure Path, Companion, Lost Omens, Maps, Pawns, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

It seems I have an entire shipment that is missing or was never processed. I don't have access to the downloads either. This is a follow up to my earlier email expanded.

Missing Items I've noticed so far:

Ultimate Wilderness
Alien Archive Pawn Set (Pre-ordered in September)
Iron Fang Invasion Pawn Set
Pathfinder Player Companion: People of the Wastes (PFRPG)
Pathfinder Adventure Path #124: City in the Deep (Ruins of Azlant 4 of 6)

And there are probably more, but the site is very slow and its hard for me to sort through all the product lines to see which items have been released I haven't been sent.

Customer Service Representative

I'm sorry to see that. It looks like the system had some trouble generating your November order. Sorry about that! I've generated most of the missing items to your sidecart for now. I'll move them out to a newer, but I wanted to check on something first -

I'm not finding a pre-order for the Alien Archive Pawn Set on your account, and I want to make sure you don't end up with two copies of that. Do you have an order number for your pre-order?

Liberty's Edge

Pathfinder Adventure, Adventure Path, Companion, Lost Omens, Maps, Pawns, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber
Sharaya wrote:

I'm sorry to see that. It looks like the system had some trouble generating your November order. Sorry about that! I've generated most of the missing items to your sidecart for now. I'll move them out to a newer, but I wanted to check on something first -

I'm not finding a pre-order for the Alien Archive Pawn Set on your account, and I want to make sure you don't end up with two copies of that. Do you have an order number for your pre-order?

Order 4391542

Customer Service Representative

I'm not seeing a pre-order for the Alien Archive pawns in that order.

You did have a Starfinder Accessories subscription that WOULD have generated the Alien Archive Pawn Box, but you previously requested that subscription be cancelled on October 10th.

You haven't missed any releases yet, so if you want the Starfinder Accessories subscription reinstated and the Alien Archive Pawns added, let me know.

Otherwise, I can just add a non-subscription copy to the order.

Let me know what you would prefer.

Thanks!
~Sharaya

Liberty's Edge

Pathfinder Adventure, Adventure Path, Companion, Lost Omens, Maps, Pawns, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

I pre-ordered before I had the sub, I guess the sub ate that. Reinstate the sub, I didn't know the pawns were part if that.

Thanks.

Paizo Employee Customer Service Representative

Hello Perram,

I have reinstated the Accessories subscription and generated the Alien Archive Pawn Box to your sidecart. Right now everything is set to ship with your December order, which we are planning to run the auth for next week. Did you want me to move them to their own order and get them going now, or wait to have them bundled with the December order?

Liberty's Edge

Pathfinder Adventure, Adventure Path, Companion, Lost Omens, Maps, Pawns, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

As quickly as possible, please. It's own order.

Paizo Employee Customer Service Representative

Hello Perram,

I have moved them all out of your sidecart and into an order. You will be receiving an email confirmation.

Liberty's Edge

Pathfinder Adventure, Adventure Path, Companion, Lost Omens, Maps, Pawns, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

Thank you, Diego.

The email I got didn't show any of my discounts applying, will they apply when they ship?

Customer Service Representative

Hi Perram,

Sorry about that! It looks like the discounts didn't apply/save correctly. I've poked some things and you should get an updated order confirmation email.

Thanks!
~Sharaya

Liberty's Edge

Pathfinder Adventure, Adventure Path, Companion, Lost Omens, Maps, Pawns, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

Thanks for all your help.

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