Order 7544228 - store credit declined?


Customer Service

Shadow Lodge

For this order, placed on November 9th, I lined things up so that my store credit would cover 100% of everything, including shipping. When it was all said and done, I had $0.07 of credit remaining after placing the order, suggesting that I had done it correctly.

On a whim, I opened up my "order history" tonight just to see its status and was greeted with a big red "Important: Your payment method was declined"

I didn't get any notifications about this via email or any other method, leaving me somewhat confused...please advise?

Thank you very much in advance!

Customer Service Representative

Hello CanisDirus,

This appears to have happened because the system saw there was no payment method attached to the order and threw a payment method failure without realizing that the entirety of the costs were covered by store credit. I have made an adjustment to the order and asked the warehouse to try it again. I'll keep an eye on it and ensure it processes successfully with the store credit.

Thank you for your patience and understanding!

Shadow Lodge

Sam,

D'oh! I must have missed a step somewhere! On my screen the red text is now green, and it isn't prompting me for anything else...so hopefully everything is fine now! Thank you so much for the help!

Mike

Customer Service Representative

Hello CanisDirus,

It appears that the system is being a little particular with using store credit to get your last package shipped out. I'm currently working on the problem. I apologize if you have been receiving any payment method failure emails in the meantime. You have the store credit to cover the last package, but it is fighting with us. We are working on getting it shipped out to you.

Shadow Lodge

Heya Sam, I just saw those emails. I put a card in as a placeholder, so hopefully that will act as triage for the situation? Thank you tons again for your help!


Pathfinder Adventure, Adventure Path, Maps, Rulebook Subscriber

Sorry to jump in, but I had issues like this a few months ago. The system did the exact thing. CanisDirus, you are right about needing a working card on file, even if you've got enough store credit to cover the order. I'm not sure why it is, maybe it's just how the system they use works, perhaps running the card first to start the transaction itself.

For anyone else reading this, you need a working card of some kind. But it doesn't have to be an actual credit card. It can be a pre-paid gift card. I've weaned myself off credit cards, using PayPal, cash, or even checks now for most things. The card I've been using on my account is a pre-paid credit card. I left a dollar on it, just in case it needs to be "functioning". It's been working since August or September. So basically, even for those that are moving away from actual credit cards, the pre-paid ones should do just fine.

Customer Service Representative

Hello folks,

While this has been the behavior of the system, this is not how it is supposed to work. We are hoping that it will accurately use store credit for the entirety of an order without a payment method on the order in the future. Thank you, Pigraven, for including this advice in the meantime!

Thank you CanisDirus for helping us out by adding that payment method. It looks like that last package was able to go and appears to have charged the store credit correctly. I waived the shipping fees on that final package due to the delay you experience with it.

Shadow Lodge

Sam,

You totally didn't have to do that, but it is appreciated! Also, thank you Pigraven for the extra data.

I hate to "raise thread" as it were, but as a related question - say the tracking data for several of the packages stopped on 11/21 with no updates since (even though one of the packages was delivered)...how long should I wait before getting worried?

Thanks again, and sorry to bother!

Customer Service Representative

Hello Canis Dirus,

It's not unusual for packages to stall in their tracking just before a holiday weekend. This could just be a lack of movement during the holiday, which usually do not count as business days for shipping estimates. This can also happen if a postal worker neglects to scan a package at a typical checkpoint. The tracking only updates at this time, so the package may still be traveling to you, but missed its tracking update.

Usually we should not be concerned until the package has exceeded its estimated shipping window. For this order, the packages have an estimated window of 3-10 business days. So 10 business days after a package has left our warehouse, please let us know if it has not yet reached you.

Also, it's no problem to use your own thread for follow up questions, so no worries! If you have any further questions or concerns, please let us know!

Shadow Lodge

Heya Sam,

Unfortunately I think we've hit the 10 business day mark :(
Here's the info I have at present -

According to the emails from Paizo, the order was shipped in five separate packages.

From the UPS Mail Innovations tracking website, the first four were picked up on Nov 16th. All four of them list "Package enroute to USPS for induction" in Ohio on November 20th.

The largest parcel has thorough tracking after that point, and I received it on Nov 27th.

The other three (2, 3, 4) list "Package transferred to Post Office" in Cincinnati Ohio on November 21st, and no further updates.

The fifth package that shipped on November 21st due to the credit issue also lists "Package transferred to Post Office" on November 24th, and no further updates...but I received it last night.

I am worried that packages 2-4 have been lost somewhere in southern Ohio :(

Thank you, again, so much for all of your help with this order. I am very sorry if this is causing any headaches on your side of the screen!

Sczarni

Hi CanisDirus, while we are pretty close to that estimate, I don’t think it’s actually gotten there yet. Business days means that Saturday and Sunday are not included, for this case thanksgiving and possibly Black Friday as well.
So the 16-19 is one business days, the week of the 19 is 3 and last week is 5. Tomorrow would be day 10 of the window, and from what I’ve seen UPS usually won’t admit that they lost a package until a week outside of the deadline.so you may have another week before they can do something.

But since they said to let them know at business day 10
, I hope I’m wrong and things move quickly

Customer Service Representative

Hello Canis Dirus,

The packages do still have until tomorrow to reach you within their estimated timeframe, as Cpt_kirstov pointed out in the counting of business days. If they do not arrive today or tomorrow, however, there is no need to worry. Wedensday we'll set up replacements for the missing packages and get those sent out to you, hopefully under a slightly faster shipping speed.

I'm sorry that the shipping for this order has taken a while, but we will ensure you get your products!

Shadow Lodge

Hi Cpt_kirstov - not wanting to make any assumptions about your area, but in the midwest, UPS/FedEx/USPS all operate on Saturdays with normal hours. So, while I did take Thanksgiving + that Friday into account, you are correct in that I did add Saturdays.

Alas that there is still nothing regarding these three packages (fortunately the smaller ones that only had 1-2 items each), despite repeated attempts to reach UPS on my end to request the status of the tracking numbers and etc.

Sam, this is in no way Paizo's fault - I wish UPS's customer service was even a fraction as responsive and helpful as Paizo's. Sorry again to be a bother with all of this, and thank you for the help.

Customer Service Representative

Hello CanisDirus,

I'm sorry to hear that the packages did not arrive. Packages get lost in transit sometimes, and we are happy to help you get your products.

I used those package IDs to identify the products that did not arrive. I have created a replacement order for these items. You should soon receive a confirmation email providing you the details of the replacement. Please let me know if I have missed any items or misunderstood which of the packages have been lost.

I wanted to thank you for your patience while we allowed the packages to exhaust their shipping window. If everything looks good to you, I'll get the replacement order out the door promptly!

Shadow Lodge

Sam,

Bah, I should have listed the items to give you less work to do. I got the email and all the items listed are 100% correct. Thank you again so much for your help, and sorry that this order has been such a bother.

Shadow Lodge

Sam,

Stop the presses!

...and now I feel like an idiot. I came home from running PFS tonight to find three small packages leaning against my apartment door. The tracking, strangely, still shows nothing past Nov 21, but everything from this order has now arrived!

My deepest apologies for taking up your time with all of this - I let my worrying over the timing of me going out of town get ahead of my patience. Thank you again so much for your courtesies on this, again!

Customer Service Representative

Hello CanisDirus,

It's no problem! Thank you for letting us know that it arrived. I have canceled the replacements. If the postal service misses a scan the tracking will not update although the package continues its journey. This happens occasionally, but I am pleasantly surprised it showed up outside of the delivery window.

Shadow Lodge

Sam,

I'm glad the message got through before the replacements shipped - I'd hate to have cost you all any money. I am also pleasantly surprised* at this! Thank you again so very much for all of your courtesy and help, and I shall bother you no more! :)

*(Reasons to be a pessimist - you either always meet expectations, or are pleasantly surprised!)

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