My wife used to work for Mattel customer service and they always had a ton of emails every day.
Well, my card got charged this morning; however, I have not yet received any email confirming the shipment of the order and my downloads page in my account does not have the titles in my order. Hopefully, this will be addressed before the day is out. I am guessing my sidecart items are causing issues.
I give up.
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Any news about when we can expect the last subscriptions to ship out?
Also, want to say: round of applause for the impressive work of the customer service and shipping teams this month, after all the complications ya’ll got hit with. Thanks for doing everything you can and always making the experience here the very best.
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Okay, I finally got my confirmation email this morning... and on my birthday, too. Best of all, I got it before the weekend, also. So, now I'm quite happy. :) Thanks, Paizo.
Really hoping for a response/update before weekend, the radio silence since Wednesday is rough...
What is it you're waiting on? Your subscriptions to clear and ship out?
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Yes. All my subscriptions to ship, and my PFS Scenrios.
Called customer service twice today, rang and went to voicemail...
I don't even care if they ship out today (well it would be nice considering they will probably cost me more if they ship out after that because of new taxes), just an update where they are at would be nice
Customer Service & Community Manager
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Folks, Will let me know that they've shipped the subs that automatically came up. They've got folks coming in tomorrow to work on additional orders. I haven't been able to check on my end what unfulfilled orders for subs look like, but will let the folks who will be in tomorrow know that there are clearly some orders that should be kicking out when they pick orders.
~sara
Is something wacky going on with the people who use store credit for there subs? I saw some similar things in some other of the customer service forums so it had me wondering.
I use store credit. Any others in the same boat?
Yes. I use store credit, too.
I don't use a credit card for purchasing store credit, instead I use those Pre-paid Visa or MasterCard gift cards. That part is fine, and goes off without an issue.
You still have to put a card on file, though, and I use the pre-paid card as a fill-in. And that SHOULD be okay. But in practice, even though I have more than enough store credit to cover my order, it tries to ping the Pre-Paid card first. And because it's a pre-paid card and I've already used most of the amount to buy the store credit, when it pings and charges the card it automatically fails. At least I think that is what has been happening.
It's been an problem for awhile now. This is my fourth or fifth month in a row where there was an issue. Granted, one was my fault because I forgot to grab the store credit before order spawning that month. But the reality is it probably doesn't matter and I'm sure it would have been messed up anyways. Customer Service rep Diego has helped me a few times over the last year. He says that in theory as long as I have enough store credit to cover the cost of the order, it should ALWAYS pull from that first (like it says it will) and not worry about the card.
It's also possible that the issue stems from it taking so long (sometimes more than 10 days) to actually charge the source. So even if I have enough money to cover, maybe if it doesn't get to charging the order within those ten days, it has to start the process over again. I don't know.
Most recently, I purchased store credit back before the order spawned for January. Everything was fine, and the order was pending. But then I noticed a bunch of PaizoCon Exclusive Miniatures had gone up for sale, so I purchased a bunch. I charged the order to the Pre-Paid Visa card, which still had enough money on it to cover the cost. I set the order to ship individually, and NOT with my subscription order. Sure, I was going to pay for shipping twice, basically, but at least I was going to keep the orders separate. (Or so I thought).
However, a day later, the Subscription order (using store credit) merged both my orders into one order as my January tried to spawn. (Despite my explicitly setting it not to do this). And while overall I had more than enough to cover everything (between card and store credit), it immediately tried to pull the entire total from the store credit. But I didn't have enough of just the store credit (because it was only supposed to handle my two subscription items). And because I'd used the same pre-paid card as my temporary fill in, it then tried to charge the card. But because I'd already actually used the card for that $40.88 order of miniatures, it was sort of "set aside" or whatever it's called. So it automatically failed.
At least, I think that's what happened at that point. Diego helped fix it last Thursday. (Or so we thought). He added enough credit back to cover the order. Everything looked good. That night it appeared to take the appropriate amount of store credit out, but it also automatically declined payment. And I think that's because, again, the system made it ping the card first instead of (or in addition to) taking it from the store credit only.
He just fixed it again about an hour or so back. But not only has everyone left, but I noticed the whole thing appears to have automatically declined again. Which means it's still touching the card when it isn't supposed to be doing that.
That last part, as I've said, has happened before. And usually they have to manually push the entire thing through.
So...that's my story.
I have to admit, I feel like I'm coming to the end. I've been a subscriber since 2014, and I've never had this many problems on a consistent basis. Add in all the problems everyone else is having, and the backlog of emails that grew to over 500+ by mid-week, and it's all just very frustrating.
I'm not typically someone that needs everything on release day. I run four 2e campaigns, but I use my own worlds (usually). I like getting the AP to read through, though. And everything else I can use at my table as it comes. Even if it my subscription doesn't ship until release day, I can always grab the PDF. But usually I just wait for it to show up at my door, and use the Archives if necessary.
Sometimes Paizo can make me so frustrated. And lately it's just been getting worse. My experiences are far from the worst, but they seem to pile on top of one another. It's slowly grinding away at me...
Folks, Will let me know that they've shipped the subs that automatically came up. They've got folks coming in tomorrow to work on additional orders. I haven't been able to check on my end what unfulfilled orders for subs look like, but will let the folks who will be in tomorrow know that there are clearly some orders that should be kicking out when they pick orders.
~sara
Sounds good. I've got my fingers crossed.
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Customer Service & Community Manager
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I'm trying to find all the orders that are hiding. I'm getting to the point where the ones I find are increasingly complex to deal with. I have to head out for the evening, but I will be back on Monday with the rest of CS to untangle these orders.
Sounds good.
I noticed that most recently, the numbers on my order were zeroed out except for the appropriate store credit. Even the payment method was cleared. I've seen it look like that before, and usually it goes through shortly after that happens. The status is currently Pending again, though it does show that on Saturday it was declined. Of course, that Decline could have come before the system was most recently maneuvered (as it doesn't show me the times).
I'll be eager to see how things turn out today. I've got what I need for more store credit to cover Thursday's spawning period and beyond, though I'm holding off on purchasing it until January's order is sorted out.
Good luck to you and team today. It sounds like you've got enough challenges to keep you quite busy!
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Customer Service & Community Manager
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Pigraven, your order looks like it shipped out successfully this morning. I had resent a confirmation email on February 1st to you with a note for what I ended up adjusting to make sure that it shipped out. In case you didn't receive it, I just sent the email again so you know what happened with the order. If you have any follow up questions for it, you can reply directly to the order confirmation email.
Thanks
Sara
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My order was resolved. :)
Thank you very much to the Customer Service and Warehouse teams this month. I am sorry if I got frustrated during the delay. I bet it was a very stressful month for everyone involved and I know you all worked very hard to make sure orders got out, defying all odds. (Late start due to Inventory, Weather, delays, tax code implementation and many more).
You all rock. Seriously <3
My order was also resolved. Thank you so much Sarah, Diego and everyone else on the CS team.
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Customer Service & Community Manager
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Shipping should be "done" however, there is likely some orders that are not properly shaking loose. If you feel you are in this boat, please contact CS by creating a thread for your issue, emailing us, or calling M-F 10am-5pm PST.