Order 5206274


Customer Service


Pathfinder Adventure Path, Campaign Setting, Companion, Maps, Roleplaying Game Subscriber; Pathfinder Battles Case Subscriber

Hey good folks at Paizo,

I want to cancel Order 5206274, but then push it through again. I was on vacation this past week and was unable to buy enough store credit to cover my subscription before I left. I have since done that, adding $99.00 to my store credit.

I already had $3.94 in store credit, but that is currently caught up in the Pending Order 5206274. If you cancel that order, I believe the $3.94 should revert to my Store Credit section. Combined with the $99.00 I bought earlier today in store credit, I'll have enough total store credit to cover the $100.46 total (including shipping) for my subscriptions this month.

I hope this makes sense. If you have any questions please ask and I'll respond as quickly as possible.

Thanks for addressing this in a timely manner. I know you are still very busy.

Sincerely,
Pigraven

Customer Service Representative

HI Pigraven,

Instead of cancelling it (because cancelling subscription items that you can want can cause problems in the system), I have just moved things to a new order and reset the store credit being used. I'll send you a new order confirmation email.

If you have any further questions, please let us know.

Thanks!
~Sharaya


Pathfinder Adventure Path, Campaign Setting, Companion, Maps, Roleplaying Game Subscriber; Pathfinder Battles Case Subscriber
Sharaya wrote:

HI Pigraven,

Instead of cancelling it (because cancelling subscription items that you can want can cause problems in the system), I have just moved things to a new order and reset the store credit being used. I'll send you a new order confirmation email.

If you have any further questions, please let us know.

Thanks!
~Sharaya

Thank you so much Sharaya! I got the email notification for the new pending order and it looks great!

I do have another question. I suggest you grab some coffee and buckle up...

It's about my Order 4901035 (April 2018)

I'm still waiting on the second part of my April shipment, including the Adventure Path #129: The Twilight Child, Campaign Setting: Nidal, Land Of Shadows, and the Jungle of Despair Case Incentive: Hydra. The Jungle of Despair Case shipped out separately and I have already received it.

You good folks asked for us to be patient, but with the April Thread gone, I'm not sure if there are any still out there like me that are waiting on part of that order. So once I returned this morning I decided today I'd address it again.

I do have an idea of what happened. Because that was the first month I started to use store credit to pay for my subscriptions, I purchased it a few days late. The original order started, and at the time I only had $2.79 in store credit. So I purchased $358.00 in store credit. At that time, it should have covered the $357.68 without even touching the $2.79 I already had.

But because the order was already pending, I asked on the boards if my order could be changed/updated, so that way it would just use the store credit I had purchased earlier that day. One of the kind folks here fulfilled the request, and later that night I received a new Pending Order status email notification that indicated $357.68 of my store credit was being used for the order.

At this point everything should have been okay. And at first it looked like everything would work out...

On April 17th I was notified that my Jungle of Despair case was scheduled to ship out. And it did. I was also informed the other part of my order would be shipping out shortly.

But then...

On April 24th, I received an email from Paizo that there was a problem with my order. It said I needed a valid payment method. The total order cost had now changed from $357.68 to $357.76. I'm not sure why, but because the $2.79 store credit had been lost in transition earlier, there was not enough to cover the surprise 8 cents.

I don't know if the Battles case that shipped out earlier had changed things and added a phantom 8 cents or not. But whatever the case, there was now an issue.

Back on April 9th, after I had purchased the $358 in store credit, I had my credit card shut down, because there had been some suspicious activity. I had called in to let them know I was going to make a $358 purchase from Paizo, and then I'd be calling them again to shut down the card until we could figure out where some of the other charges had come from. I let Paizo know this and they were kind enough to remove my credit card as a payment option. I don't know if not having a valid form of payment--despite having it originally entirely covered by that $358.00 store credit--was what prompted the failure. Or if it was indeed that phantom 8 cents that was added from the time the order was Pending to win it was supposed to ship. All I know is it has been in limbo every since.

I let customer service know on the boards, both as a single Order Issue and in the April thread. But I haven't heard anything since except to sit and be patient. But I sort of feel like we're now halfway into June, so hopefully somebody can figure it out.

I didn't mind in May, because I bought more store credit, this time with a pre-paid Visa gift card. I registered the card and left a dollar on there. That way my May subscription was covered, but there was also a dollar to keep the card "active" in case they had to ping it. (Basically I didn't want a repeat of April). My solution worked, my store credit was charged, and I received my May order with some of the others that shipped a bit late. But that's okay, because I got it.

Now I'm at a crossroads, because I want to fix things and hopefully get my April order soon. BUT, now that June has been fixed, and everything looks good, I don't want to screw up the situation again. I even added the new Visa Card with the new $1 left on it to serve as my "active card". So everything there should be good...

So what do you suggest I do? Should I wait until after my June order officially charges and ships out before rocking the boat again regarding Order 4901035? Or should I try and get that squared away right now? I can start a completely new thread about Order 4901035, with a more appropriate layout of dates, charges, etc. Or I can directly submit an email?

Earlier this evening I took screenshots of every email I received from Paizo back in April, regarding the original Pending Order (including the holdover $2.79 in store credit), the purchase of an additional $358.00 in store credit (on April 9th), and the new Pending Order I received later that night of April 9th with the updated $357.68 store credit covering the entire Order 4901035. I also have shots of the notification about the Battles case going out, as well as the April 24th notification that there was a problem with the second part of shipment. I will forward these in an email if you think it's best; I want to make sure you know this isn't some elaborate rouse.

Anyways, I know you've been bombarded with issues this spring. April was full of weirdness. And finding hands to help--and time itself--was likely a version of hell in May, trying to do as much as possible before PaizoCon. Add in the several delayed orders in May spawning, and any issues you've already dealt with this month, and I know I might be breaking the "be patient" quota you asked for a couple months back. But given that we are almost ready to ship out June stuff, I thought I'd share the problem with my Order 4901035 again and ask your professional advice on when to try and see it resolved.

Customer Service Representative

Hi Pigraven,

Thanks for letting us know about this! I thought I had hunted down all the April orders that still had stuck things, so I'm sorry to see this one got missed.

(I'm realizing now there might be a new subcategory of things to search for, so thanks for that).

I'm looking into this and will see I what I can make work.

Customer Service Representative

I think I have everything sorted out. You should have gotten a couple of emails from me.

If anything still seems off to you, please let me know.

Thanks!
~Sharaya

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