April 2018 New Release Shipping Thread


Customer Service

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Pathfinder Adventure Path, Companion, Lost Omens, Maps, Rulebook Subscriber; Starfinder Superscriber
Sharaya wrote:
Ari Jordon wrote:
I appear to be in the same situation. Order 4781231 still pending.
Your order actually looks a bit odd, as it did not get a shipping method assigned to it (somehow), so it has been unable to process.

Huh, that is a bit odd

Quote:

I've done some poking and prodding and will send you an updated order confirmation email. It should be able to ship anytime now.

Much obliged.


My order (Order 4696256) is still pending, and honestly... At this point, I'm kinda wanting to know if the order, and sub attached to it can be canceled. I'd expected the order a few weeks ago not knowing about this, and I'm not sure I can still afford this at this time.

Customer Service Representative

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Progress update:
The warehouse is done shipping most stuff but we still have some orders that are not behaving correctly.

We're getting those looked at and shipped as soon as we can.

Please refrain from asking about individual orders for now. Based on how we are looking at things, that could slow down overall progress.

Customer Service Representative

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Update:
Good news: A lot of the stubborn orders (particularly those that had unshipped Battles Cases) have been poked and should have either shipped or be on a packing list waiting to go out (with the exception of unresolved payment method failures)

Bad news: I've discovered some new flavors of stubborn orders that will also take some time to poke. I've updated the estimated end shipping date for subscription orders to Friday the 27th.


Hi Team!

Thank you very much for the progressive updates on your shipping transitions. Paizo has a fantastic track record with transparency, and I can certainly understand unexpected delays.

Sharaya wrote:

Progress update:

Please refrain from asking about individual orders for now. Based on how we are looking at things, that could slow down overall progress.

When do you think it would be fair to ask individual order questions? I know you're hustling through the 27th. If we still have stuck orders on 1 May would it be fair to ask then? Would you prefer we wait until the 4th?

It would probably help all of us curious subscribers to get a target timeline.

Thank you for the help, and I appreciate your hard work!

Ben

Paizo Employee Customer Service Representative

Hello Sandwitches,

Your subscription has been cancelled. You will be receiving an email confirmation. This also cancels the pending order.

Paizo Employee Customer Service Representative

Hello Ben,

We currently hope to be through them all by the end of the day on Friday. We should be updating the thread with more information one way or the other on Friday.

I think the spirit of that comment was along the lines of we are looking at a lot of orders manually, by hand and if we have to keep stopping to check posts about orders we end up spending more time repeating the same thing in each thread than we do going through orders. So come Friday we will update the thread saying we're done and let us know if yours hasn't shipped, or we're not done and are still working on it.


I understand shipping issues happen, and I have zero problems waiting for my physical copies. But now that we have passed street date for the PDF, I am bummed that I cannot read my Dead Suns book 5 to prep for my group and will likely need to delay our session another week. You all can take a month to ship my physical copy if I can somehow be locked in past the point of getting a refund in order to get access to my PDF! I'm sure this has been asked so many times in the past, but is something like this possible?

I'm sort of tempted to just purchase the PDF version of Dead Suns book 5, but that seems silly when I'm hoping to get access to it any minute now, you know?


Pathfinder Adventure Path, Companion, Lost Omens, Rulebook Subscriber; Pathfinder Battles Case Subscriber
Diego Valdez wrote:


We currently hope to be through them all by the end of the day on Friday. We should be updating the thread with more information one way or the other on Friday.

I think the spirit of that comment was along the lines of we are looking at a lot of orders manually, by hand and if we have to keep stopping to check posts about orders we end up spending more time repeating the same thing in each thread than we do going through orders. So come Friday we will update the thread saying we're done and let us know if yours hasn't shipped, or we're not done and are still working on it.

I just want to say thanks for the updated explanation. I felt a bit like I was twisting in the wind, with an issue that seemed slightly unique to what others had yet unsure how to go about addressing it. I'll gladly wait until your Friday announcement before I ask about my April order again.

Having said that, part of my issue has to do with payment method, and it might effect a potential purchase of Pathfinder 2.0 books before the end of the month. Starting with April, I had decided to purchase store credit and use it for all my Paizo purchases going forward. Can I use pre-paid Visa or MasterCard gift cards to purchase store credit?

Also, I would like to suggest that Paizo consider enabling customers to purchase gift cards, electronic or physical, via PayPal. I'm not sure why PayPal isn't a current option for subscriptions; perhaps the company views it as another layer of potential problems. However, I would think that one-time purchases such as gift cards would makes sense.


Pathfinder Companion, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

Hi

I've received my April shipment and despite all emails and the shipping note saying that the SF AP volume I would receive would be The Thirteenth Gate (and having access to the right download), the book in the package is The Ruined Clouds.

Order number is 4754732. Grateful for advice please on what I should do as I've no desire to pay for separate shipping to the UK for the book I should have had nor do I want to be out of pocket returning the duplicate book I've had by mistake to the US.

Thanks


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Pathfinder Adventure Path, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber
Medriev wrote:

Hi

I've received my April shipment and despite all emails and the shipping note saying that the SF AP volume I would receive would be The Thirteenth Gate (and having access to the right download), the book in the package is The Ruined Clouds.

Order number is 4754732. Grateful for advice please on what I should do as I've no desire to pay for separate shipping to the UK for the book I should have had nor do I want to be out of pocket returning the duplicate book I've had by mistake to the US.

Thanks

They generally will arrange for a free replacement (with free shipping) for mistakenly packaged products.

Furthermore, they generally don't ask people to ship them back, especially across the pond.

They're off for the weekend by now, otherwise they'd probably say the same thing. :-)


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Pathfinder Battles Case Subscriber; Pathfinder Companion, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

I was hoping we would get word on remaining subscription shipments one way of the other today. Are you still working on shipping them? Just like last month, my subscriptions moved from "pending" to "in my sidecart" on Tuesday, and they're still there (I was paying closer attention this month because of what happened last month, and it seems like my subscriptions were put into the sidecart around the time the Comics thread said the comic orders were being generated).

Paizo Employee Customer Service Representative

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Hello everyone,

We are still working on the subscription orders. So if you haven’t got your shipping email don’t panic yet.


Pathfinder Companion, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
captain yesterday wrote:
Medriev wrote:

Hi

I've received my April shipment and despite all emails and the shipping note saying that the SF AP volume I would receive would be The Thirteenth Gate (and having access to the right download), the book in the package is The Ruined Clouds.

Order number is 4754732. Grateful for advice please on what I should do as I've no desire to pay for separate shipping to the UK for the book I should have had nor do I want to be out of pocket returning the duplicate book I've had by mistake to the US.

Thanks

They generally will arrange for a free replacement (with free shipping) for mistakenly packaged products.

Furthermore, they generally don't ask people to ship them back, especially across the pond.

They're off for the weekend by now, otherwise they'd probably say the same thing. :-)

Thanks. Assumed that would probably be the case but in ten years of subscribing I've never encountered this before so I was a bit surprised. I've emailed Customer Service so will wait for a response.


Pathfinder Adventure Path, Rulebook, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber

It is quite rare indeed, they're professionals. :-)

Owner - House of Books and Games LLC

Diego Valdez wrote:

Hello everyone,

We are still working on the subscription orders. So if you haven’t got your shipping email don’t panic yet.

And make sure you have your towel.


Pathfinder Adventure Path, Companion, Lost Omens, Rulebook Subscriber; Pathfinder Battles Case Subscriber

Can we use Visa or MasterCard gift cards to purchase Paizo gift cards?

Scarab Sages

Pathfinder Battles Case Subscriber; Pathfinder Card Game, Companion, Maps, Pathfinder Accessories, Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Charter Superscriber

I know we aren't supposed to be asking about individual orders for now, but I don't have an order anymore, it all got pushed into my sidecart, at first I thought this was progress but several days later I think something is not on track. Thank you

It was Order 4754933


Pathfinder Battles Case Subscriber; Pathfinder Companion, Maps, Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
Diego Valdez wrote:

Hello everyone,

We are still working on the subscription orders. So if you haven’t got your shipping email don’t panic yet.

Any further progress?

I assume that we still shouldn't panic yet?

Paizo Employee Customer Service Representative

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We are still working on it. We are down a person for the week, and another was out sick yesterday. So I did what I could but am still working on it.


Starfinder Charter Superscriber

I'm not sure if I should list here yet or not, but it's Package # 3 for Order 4760109 that I'm waiting to ship. Thanks!


Pathfinder Companion, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
Medriev wrote:

Hi

I've received my April shipment and despite all emails and the shipping note saying that the SF AP volume I would receive would be The Thirteenth Gate (and having access to the right download), the book in the package is The Ruined Clouds.

Order number is 4754732. Grateful for advice please on what I should do as I've no desire to pay for separate shipping to the UK for the book I should have had nor do I want to be out of pocket returning the duplicate book I've had by mistake to the US.

Thanks

Hi

I've now sent three emails about this and not had an acknowledgement which is not at all like the Paizo customer service I have come to know and love.

Grateful if someone could look at this order and advise on when i might receive my subscription copy of The Thirteenth Gate please.

Many thanks

Medriev

Liberty's Edge

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Pathfinder Companion Subscriber; Pathfinder Roleplaying Game Superscriber

Still haven't been able to solve the issues I take it?


1 person marked this as a favorite.
Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories, Starfinder Accessories, Starfinder Adventure Path, Starfinder Maps, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
Medriev wrote:
Medriev wrote:

Hi

I've received my April shipment and despite all emails and the shipping note saying that the SF AP volume I would receive would be The Thirteenth Gate (and having access to the right download), the book in the package is The Ruined Clouds.

Order number is 4754732. Grateful for advice please on what I should do as I've no desire to pay for separate shipping to the UK for the book I should have had nor do I want to be out of pocket returning the duplicate book I've had by mistake to the US.

Thanks

Hi

I've now sent three emails about this and not had an acknowledgement which is not at all like the Paizo customer service I have come to know and love.

Grateful if someone could look at this order and advise on when i might receive my subscription copy of The Thirteenth Gate please.

Many thanks

Medriev

They’re currently behind and only up to emails prior to April 16th

I daresay the end of the PF Playtest preorder window, together with the shipping charge errors last month have both caused a significant deluge of customer queries.

I appreciate that doesn’t really help but it may at least offer something in the way of explanation. (I’m sure you won’t need to return the wrongly shipped book).


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Pathfinder Companion, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
Steve Geddes wrote:
Medriev wrote:
Medriev wrote:

Hi

I've received my April shipment and despite all emails and the shipping note saying that the SF AP volume I would receive would be The Thirteenth Gate (and having access to the right download), the book in the package is The Ruined Clouds.

Order number is 4754732. Grateful for advice please on what I should do as I've no desire to pay for separate shipping to the UK for the book I should have had nor do I want to be out of pocket returning the duplicate book I've had by mistake to the US.

Thanks

Hi

I've now sent three emails about this and not had an acknowledgement which is not at all like the Paizo customer service I have come to know and love.

Grateful if someone could look at this order and advise on when i might receive my subscription copy of The Thirteenth Gate please.

Many thanks

Medriev

They’re currently behind and only up to emails prior to April 16th

I daresay the end of the PF Playtest preorder window, together with the shipping charge errors last month have both caused a significant deluge of customer queries.

I appreciate that doesn’t really help but it may at least offer something in the way of explanation. (I’m sure you won’t need to return the wrongly shipped book).

Thanks Steve. Finally noticed this thread today so will stop pestering now. And I had assumed the good people at Paizo would not be likely to ask me to return the duplicate copy of The Ruined Clouds but I'll wait to hear from them.

Sorry Customer Service people, I will shut up now and wait until you reach my emails.


Pathfinder Battles Case Subscriber; Pathfinder Companion, Maps, Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

Do you think you all will be able to finish the April shipments before the May shipments are authorized?


Pathfinder Adventure Path, Companion, Lost Omens, Rulebook Subscriber; Pathfinder Battles Case Subscriber

While I eagerly await a resolution to the second part of my April shipment, I have a timely question for anyone to answer, customer service or otherwise...

Can I purchase Paizo gift certificates using pre-purchased Visa or MasterCard gift cards?

My intent is to continue using store credit to pay for my monthly subscriptions. But I'd prefer to use Visa or MasterCard pre-paid gift cards to purchase the store credit.

Owner - House of Books and Games LLC

David knott 242 wrote:
Do you think you all will be able to finish the April shipments before the May shipments are authorized?

My guess is the two are independent things. Kinda unfortunate for those of us whose orders are stuck in Limbo, but I'm guessing the small (?) number of orders in Limbo will not stop other orders from being processed.


Pathfinder Battles Case Subscriber; Pathfinder Companion, Maps, Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
gbonehead wrote:
David knott 242 wrote:
Do you think you all will be able to finish the April shipments before the May shipments are authorized?
My guess is the two are independent things. Kinda unfortunate for those of us whose orders are stuck in Limbo, but I'm guessing the small (?) number of orders in Limbo will not stop other orders from being processed.

I am not asking whether they are connected, but when do they think they will finish shipping the April orders? There has been no progress report in several days.


Pathfinder Battles Case Subscriber; Pathfinder Companion, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
gbonehead wrote:
David knott 242 wrote:
Do you think you all will be able to finish the April shipments before the May shipments are authorized?
My guess is the two are independent things. Kinda unfortunate for those of us whose orders are stuck in Limbo, but I'm guessing the small (?) number of orders in Limbo will not stop other orders from being processed.

I'm actually curious to see if the May order spawning will cause unshipped subscriptions (especially those subscriptions that for some reason got shifted to the side cart) to be reauthorized as May shipments.

Owner - House of Books and Games LLC

David knott 242 wrote:
gbonehead wrote:
David knott 242 wrote:
Do you think you all will be able to finish the April shipments before the May shipments are authorized?
My guess is the two are independent things. Kinda unfortunate for those of us whose orders are stuck in Limbo, but I'm guessing the small (?) number of orders in Limbo will not stop other orders from being processed.

I am not asking whether they are connected, but when do they think they will finish shipping the April orders? There has been no progress report in several days.

You asked if A would happen before B and I voiced the opinion A was independent of B.

I do think Paizo is going through a bit of a rough spot right now, it does seem quite inexplicable they would be unable to complete orders manually, but stranger things have happened.

I seems even more unlikely they're loafing around the office not bothering to fix the problem, so clearly it's pretty bad. And I cannot imagine it's doing their business any good, so I have a very, very strong suspicion they're doing their damndest to fix it.

Is all this crappy for those of us who haven't gotten their orders? Sure. But I bet it's way crappier for those people whose livelihood depends on Paizo continuing to succeed as a business and are probably seeing an ever growing number of departing customers :(


Oh boy. I hope this doesn't push the May shipments...though I am thinking it may have already.

See what I did there?!


Pathfinder Battles Case Subscriber; Pathfinder Companion, Maps, Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

They do have a hard deadline for getting the orders marked for Paizocon pickup to Paizocon in time, so that would be their top priority, even over those of us who are still waiting for our April shipments.

Paizo Employee Customer Service Representative

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gbonehead wrote:

it does seem quite inexplicable they would be unable to complete orders manually, but stranger things have happened.

I seems even more unlikely they're loafing around the office not bothering to fix the problem, so clearly it's pretty bad. And I cannot imagine it's doing their business any good, so I have a very, very strong suspicion they're doing their damndest to fix it.

We don't have an estimate for when the April orders will be all caught up. This involves us looking at and sifting through thousands of orders by hand to determine if they shipped or not and then pushing them out. It also involves a lot of communication with the tech team, and the filing of tickets with them to make sure they can correct this and make sure it doesn't happen on the next sub run. The finding and fixing of orders, as well as the documentation that goes with it is all something that takes time.

Additionally the other duties we have to get done don't stop. Our inbox is tremendously backed up. Forum moderation needs to have an active eye from at least one of us right now. One of us needs to be inputting the information for PaizoCon events.

Trust me, we understand how frustrating this is for everyone and we are probably at least as frustrated as you are, if not more. We are working hard to get your orders into your hands as quickly as we can and to get caught up on the inbox as quickly as we can.

EDIT: I don't intend this post to sound like I am making excuses. I am hoping that some context can help everyone understand why it is taking time.


Pathfinder Battles Case Subscriber; Pathfinder Companion, Maps, Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

Thank you for the update! It does give us a better idea of the situation than we had before.

Paizo Employee Customer Service & Community Manager

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We've currently got 55 PF APs, 40 campaign settings, 70 SF APs and 29 card decks that should be shipping but are not. We are working on getting these dealt with as quickly as possible, we know each order represents someone who has been waiting so patiently for their shipment, but unfortunately, it is such a small number of items relative to the total number of shipments that we cannot delay May's orders to finish them. However, for other reasons, we need to push the auth until at least tomorrow.

Owner - House of Books and Games LLC

So.

I had another huge friggin' authorization (not to be confused with the serial crusher authorization) on 5/14, but haven't heard a peep since then.

I'm assuming the warehouse is merrily shipping things out, since it was in theory going to start on 5/16 or something like that.

I had kinda sorta hoped us poor sods who never even got our April shipments might be first in the queue, but it would appear not :)

Now I'll just keep my fingers crossed that the April shipment shows up before the, uh, June auths ... heheh.

-b

@Sara Marie: you should have received a couple emails on 5/7 ... did they get lost in spam?

Paizo Employee Customer Service & Community Manager

I've been triaging Playtest, PaizoCon, GDPR email storms. I'm trying to catch up on stuff as quickly as I can. I saw the one you send on May 25 and will send a response before I leave today. Your April stuff should be on its way to you now.


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Pathfinder Battles Case Subscriber; Pathfinder Maps, Pathfinder Accessories, Starfinder Accessories, Starfinder Adventure Path, Starfinder Maps, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
Sara Marie wrote:
I've been triaging Playtest, PaizoCon, GDPR email storms.

Thanks, Sara. Europe didn’t do you any favours with timing, did they?

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