Is anybody there?


Customer Service


I sent a email to customer service some time ago, and there has been no response. Why has my order not been mailed, btw?


I would recommend including your order number so that when they get to you it's much easier for them to look it up.

Sczarni

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Adventure Path Charter Subscriber; Pathfinder Adventure, Companion, Lost Omens Subscriber

I think they are down to 3 people from 6 or 7, so its taking longer to respond. I'm guessing they have one person doing the messageboards, and the other(s) are working on the email and phone calls that come in. In general, I usually call for anything time sensitive, expect a 1-2 day delay for anything on the messageboards, and between paizocon and gencon I give a week for email responses.


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

Also, an FYI they answer message board posts from the bottom up so every time someone posts in your thread it pushes that much further down the line to be answered.

Paizo Employee Customer Service Representative

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Hello folks,

We are actually now down to a grand total of 2 Customer Service folks for the next week. There is a lot going on in our department and we're doing our best to resolve inquiries.

When we are able to get to your email, Piccolo, I'll potentially have more details, but generally the answer for "Why hasn't my order shipped yet" is going to be that we are in the middle of an incredibly busy, long shipping window. Our warehouse is really pumping out orders at an impressive rate, but that just shows how many orders we have to work on right now! Remember that any order containing a subscription or 2e item is a part of the shipping window that could ship anytime between now and August 1st. We don't know where your order will be between there. If your order is not a subscription or 2e item, it has the normal 1-5 business day processing time estimation, and with how busy our warehouse is, it's likely ot be on the later end of that. For instance, if you placed an order on a Saturday, it won't be unusual for it to take its full 5 business days for processing and ship on the following Friday.

For all the folks out there who do need some help with their order before it can ship - we're on it! There are a couple hundred times more of you than us right now though, so thank you for your patience.


Sam Phelan wrote:

Hello folks,

We are actually now down to a grand total of 2 Customer Service folks for the next week. There is a lot going on in our department and we're doing our best to resolve inquiries.

When we are able to get to your email, Piccolo, I'll potentially have more details, but generally the answer for "Why hasn't my order shipped yet" is going to be that we are in the middle of an incredibly busy, long shipping window. Our warehouse is really pumping out orders at an impressive rate, but that just shows how many orders we have to work on right now! Remember that any order containing a subscription or 2e item is a part of the shipping window that could ship anytime between now and August 1st. We don't know where your order will be between there. If your order is not a subscription or 2e item, it has the normal 1-5 business day processing time estimation, and with how busy our warehouse is, it's likely ot be on the later end of that. For instance, if you placed an order on a Saturday, it won't be unusual for it to take its full 5 business days for processing and ship on the following Friday.

For all the folks out there who do need some help with their order before it can ship - we're on it! There are a couple hundred times more of you than us right now though, so thank you for your patience.

Sigh. My order explicitly states no 2e items are desired. Second, you guys have been avoiding filling my order for 3 weeks now.

Third, I wanted to include the 4 items that are currently in my cart to ship along with the items I currently have in my order.


I have tried to ship the 4 items already, but please recall that I do not want any 2e items, and that includes canceling my subscription after Tyrant's Grasp.


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Pathfinder Roleplaying Game Superscriber

I've got to say, Paizo CS has been tremendously unsatisfactory this last week. Emails and forum posts are going un-answered.

I'm sure the pending 2e release crunch is stressing things, but the bug with subscriptions not registering a start with 2e products has cost me some cash out of pocket (1e stuff charged and shipped despite my best efforts). It won't kill me, but its the kind of recurring issue for subscriber after subscriber that I'd hoped would be dealt with on something more than an ad hoc, forum post-by-forum post basis...


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Pathfinder Adventure, Adventure Path, Lost Omens Subscriber
the_infidel wrote:

I've got to say, Paizo CS has been tremendously unsatisfactory this last week. Emails and forum posts are going un-answered.

I'm sure the pending 2e release crunch is stressing things, but the bug with subscriptions not registering a start with 2e products has cost me some cash out of pocket (1e stuff charged and shipped despite my best efforts). It won't kill me, but its the kind of recurring issue for subscriber after subscriber that I'd hoped would be dealt with on something more than an ad hoc, forum post-by-forum post basis...

I'm worried I'm about to be in that boat too. I made an order but it started it with the wrong book #143 instead of #145 like a lot of people have been having happen, and I've sent an email and posted a thread, but no response yet. I'm hoping they get to it before they ship, because I have no use for a 1e book. I'm starting fresh with 2e. Really don't want to spend money on a book that will just have to be tossed or something.

Liberty's Edge

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Pathfinder Adventure Path, Lost Omens, Starfinder Adventure Path, Starfinder Maps, Starfinder Roleplaying Game, Starfinder Society Subscriber

I would CALL them at this point if it is an emergency or something that needs to be fixed, especially if it is to stop something from shipping.

Need Help?

Mon–Fri, 10:00 a.m. to 5:00 p.m. Pacific

(425) 250-0800


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Paizo Charter Superscriber; Pathfinder Companion, Pathfinder Accessories Subscriber; Starfinder Charter Superscriber

There was a technical problem holding up my order as well, so I sent an email on Friday. Since there was no answer yesterday, I decided to actually give customer service a call (from Germany!). Sam immediately identified the problem and corrected it, and my shipment went out right last night and is now scheduled to arrive on Friday (again, in Germany!). So, calling might actually help in your case, too.

Thanks again for the help, Paizo customer service is awesome as always!

Owner - House of Books and Games LLC

I was going to post a message too, but with their backlog I'll let the email I sent filter through the system instead :)

This time of year (before GenCon) is always amazingly rough for the CS folks.


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Anorak wrote:

I would CALL them at this point if it is an emergency or something that needs to be fixed, especially if it is to stop something from shipping.

Need Help?

Mon–Fri, 10:00 a.m. to 5:00 p.m. Pacific

(425) 250-0800

This is what I ended up doing, the call was answered so quickly and they got it fixed in under 5 minutes, it was good I did too because it was about to ship out they said.

Great service, definitely recommend just calling if you need anything fixed quickly.

Grand Lodge

Pathfinder Adventure, Rulebook Subscriber; Pathfinder Battles Case Subscriber

Did the same, found out my deluxe hardcover was set to ship with next months sub and asked to have it set to ship immediately.

Paizo Employee Customer Service & Community Manager

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I apologize that customer service has not been as responsive as would be ideal. We're working as quickly as we can to get through emails and forums. We are down two CSRs (from four) at the moment and even with overtime things are getting backlogged quickly.

I've been trying to assist with some of the backlog around getting us prepped for Gen Con. It's a hectic time and I apologize that y'all are feeling the raw end of it. Thank you for your continued patience as we work to get back on top of the customer service requests.

~sara

Grand Lodge

Pathfinder Adventure, Rulebook Subscriber; Pathfinder Battles Case Subscriber

Sam and Victoria are doing good work, sorry to add to the load today!


:-( I don't think the "bug" is a bug. It's a feature.


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Pathfinder Adventure, Adventure Path, Lost Omens Subscriber
Sara Marie wrote:

I apologize that customer service has not been as responsive as would be ideal. We're working as quickly as we can to get through emails and forums. We are down two CSRs (from four) at the moment and even with overtime things are getting backlogged quickly.

I've been trying to assist with some of the backlog around getting us prepped for Gen Con. It's a hectic time and I apologize that y'all are feeling the raw end of it. Thank you for your continued patience as we work to get back on top of the customer service requests.

~sara

It's a hectic time and you're lacking the manpower, I completely understand and appreciate the hard work you're all putting in during this chaotic conglomeration of events.

I really do appreciate how quickly I was helped on the phone this morning, and how quickly my order was corrected.

Thanks again and keep up the good work.


Pathfinder Roleplaying Game Superscriber

I do need to say that when Customer Service was able to reach me in their queue, they resolved the shipping error expertly. Thanks!


The problem I am having is that they never ever get to me. It's been quite a while now, and I need to know how much the total bill will be so I can pay other bills. I would rather they shipped everything at once with as little shipping charges as possible, but I have no idea if this is going to happen.


I have checked, and you guys have taken the money from my account. Therefore, it would be nice to know it's in the mail with a tracking number.

Silver Crusade

Pathfinder Companion, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber
Piccolo wrote:
I have checked, and you guys have taken the money from my account. Therefore, it would be nice to know it's in the mail with a tracking number.

If they've taken money then it's actually been shipped and thus you can track from your Orders page.

Otherwise it's just an authorization and they haven't actually taken the money yet.


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

My experience is if they put a new hold on your order it means it's on the next pick list to be shipped out.

So yes, I would expect your order to ship sometime this morning.

Good luck!


All I know is, they sent me a letter saying there wasn't enough money in my account, yet they have already taken the money out of my frickin account and haven't mailed the products. I have more than enough there, and am waiting for Paizo to get it in gear.


I think the problem is that their idiotic system is trying to take multiple doses of money out of my checking account, and not either revising the amount or just adding on the extra book I slipped in. So far they have taken 162 out of my account, and the extra book is a pittance compared to it. I just wanted to save on shipping.

Sczarni

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Adventure Path Charter Subscriber; Pathfinder Adventure, Companion, Lost Omens Subscriber

They don't take money out until they ship it. They do an authorization beforehand. My guess is that adding the book triggered a second authorization for the full amount, and your bank hasn't cleared the original authorization yet.

Piccolo wrote:
I think the problem is that their idiotic system is trying to take multiple doses of money out of my checking account, and not either revising the amount or just adding on the extra book I slipped in. So far they have taken 162 out of my account, and the extra book is a pittance compared to it. I just wanted to save on shipping.


currently, they upped the amount they want from me dramatically according to my bank, with no explanation. And they are balking at sending me the whole thing, despite me having enough even for the increased amount.

I am not happy.


HEY!!!!!!!! You guys just charged me TWICE OVER for the same items, AND dramatically increased the total price without sending me an itemized list with the discounts factored in!

W*T*F!

Mind terribly removing that extra charge? Thanks.


Hello,

I am more than a little freaked out and pissed. You have so far TRIPLE CHARGED me for the same items!

Aug 02, 2019 PRE-AUTHORIZE.. PAIZO REDMOND REDMOND WA -177.10
Aug 02, 2019 PRE-AUTHORIZE.. PAIZO REDMOND REDMOND WA -177.10
Aug 01, 2019 PRE-AUTHORIZE.. PAIZO REDMOND REDMOND WA -177.10

Paizo Employee Customer Service Representative

Hello Piccolo,

I have suspended your order to alleviate any stress, and issued authorization reversal requests for those authorizations.

As we have already discussed via email, the transactions you are seeing are not charges. They are authorizations or holds, which occur each time our card processor is asked to contact your bank to check if the card is good. When this happens, many banks choose to put a hold on the funds for the expected charge. However, because your card was declined, we cannot finalize these charges. Authorizations typically reverse a few days after they appear, when your bank chooses to release the funds.

Your card was declined because it did not pass the Address Verification System (AVS) check. This indicates that there is a discrepancy between the billing address entered for the card on Paizo.com and the billing address your bank has on file for the card. Please ensure that all of the information entered for the payment method is accurate.

As our attempts to check the card for accurate information is what is placing these holds that have caused you stress, I have suspended the order until we are able to verify a correct billing address. This will stop the order from attempting the card before we get the correct billing address information from you.


I have long since sent you my exact address.

Whether the North is before my street name or just after, it's the same address.

I need to know if you are going to bill me again or not. If not, tell me so and we will cease business permanently.

If you decide to bill me multiple times over for the same items, I will bring this up to my bank and the police, as well as the Better Business Bureau. If you decide to bill me and then refuse to send the items in the condition agreed upon, the same thing happens.

No more fooling around.

Silver Crusade

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Piccolo wrote:
Whether the North is before my street name or just after, it's the same address.

Your bank’s software might disagree.


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Pathfinder Adventure, Adventure Path Subscriber
Piccolo wrote:

I have long since sent you my exact address.

Whether the North is before my street name or just after, it's the same address.

From the standpoint of the postal service, likely. From the standpoint of a person making a delivery, likely. From the standpoint of your bank, no. Your bank is the entity which is declining the transaction.

Quote:
I need to know if you are going to bill me again or not. If not, tell me so and we will cease business permanently.

I can't speak to any private communication you've had, but as listed above, Sam suspended the order... for which you have been billed a total of ZERO times.

Quote:
If you decide to bill me multiple times over for the same items, I will bring this up to my bank and the police, as well as the Better Business Bureau. If you decide to bill me and then refuse to send the items in the condition agreed upon, the same thing happens.

Paizo has - as described - billed you exactly zero times. Paizo has accepted no funds from your bank because your bank has indicated that with the information provided, they are unwilling to authorize payments. Further, your bank has suspended those funds, making them unavailable to you until your bank elects to release them to you.

Let me give you an example of what's happening. Imagine you drive up to a gas station and insert your credit card into the pump. You press a button that says "I wish to fill my tank, up to $100". The pump reaches out to your bank and says "this gas station will SOON make a transaction for UP TO $100... is here $100 available for WHEN that happens SOON?" Imagine your card only has $99.99 in available credit on it. Your bank responds with "no, this pre-authorization is declined".

That all makes sense so far, right?

Well, what if your bank temporarily treats pre-authorizations as if they were actual transactions? If your bank does that, they "freeze" $100 of funds from your account, leaving you with -$0.01 of available credit. Your actual $99.99 has been frozen by your bank for a declined pre-authorization.

Now you press the "fill up to $50" button on the pump and a pre-authorization request is sent to your bank for up to $50. Only you don't have that credit available because your bank has reduced your account's capacity. So your bank declines the $50 pre-authorization and your bank freezes a further $50 of your funds, leaving you at -$50.01. Your bank freezes further funds every time you ask the pump to pre-authorize for an amount.

Now, in this particular scenario, your bank has a specific address on record. The computer at your bank wants transactions to match that address precisely. Any deviation from the format your bank insists on results in your bank freezing funds just like there were insufficient funds, even when there aren't. Your bank will release those pre-authorizations when your bank feels good and ready to do so. Until that happens your bank has your money/credit... nobody else has it.

Even if Paizo has mistakenly used an incorrect format in your address, it is absolutely, positively, your bank that is repeatedly freezing your funds.

Further your bank is letting you know that Paizo does NOT have your money by telling you that the transactions your are seeing a pre-authorizations, as you have posted above. What your bank isn't telling you is that your bank declined the pre-authorizations and that your bank has taken your money/credit even while your bank declined the pre-auths.

Quote:
No more fooling around.

Right. Hopefully now you have some more clarity as to who you might want to be upset with. If "Paizo" is on the list, you should reconsider. If "Sam", "Rysky" or Anguish" are on the list, you should also reconsider. Those people are trying to help you by explaining what's happening because of the actions of your bank.

Best of luck.


Pathfinder Adventure Path, Lost Omens, Rulebook Subscriber

heheh, blaming the wrong people. Provided the wrong address and his bank is messing with it. Paizo sends query if funds are available. Bank decides to hold funds. Bank then denies funds but still holds funds. I think you need to give the right address AND talk to your bank. Mostly, talk to your bank.

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