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Hello,
I've already exchanged a few emails with CS about this issue, but is seemed like we were talking past each other.
The original package for this order went missing. I never received it. When it appeared back at Paizo's, it was sent back to me (which was nice), but I was charged again ror shipping. This despite the fact that the failed delivery wasn't my fault, as I had not moved in the meantime, nor did I provide a wrong shipping address.
Hello Nikosandros,
Wow! That email exchange does read like a saga and I see where our reps were confused, where text was misinterpreted, and how this was incredibly frustrating. As the returned package was a subscription order, we would normally just send replacement along with your next subscription shipment for no additional charge. The sheer volume of returns we were handling likely caused us to overlook this option for you, and they just returned it in the method that we would normally ask for additional shipping to be paid. I think this was the wrong way to handle it and we have discussed the situation so we are all on the same page for what to look out for to avoid this going forward, and so they know why I'm going to refund those shipping costs to you now that I'm taking a closer look at the situation.
Given certain situations we may charge additional shipping costs for replacement. We'll be clearer about when this going to happen. Since you are a subscriber, feel free to let us know that you're okay with it shipping with your next subscription shipment, and those replacements will always group together with no additional shipping charge. If we miss this in the future, please feel free to remind us.
That's the great thing about a small department, we can just talk it out over our cubicle walls. Thank you for your patience. I have refunded the shipping charge to your store credit. Please let me know if you'd like assistance in applying this to a subscription order or if you'd prefer the amount refunded to your payment method.
If you have any further questions or concerns, please let us know!
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Hi Sam,
thanks for your reply and for promptly taking care of the issue. I really appreciate it.
In hindsight, I realize I should have taken less for granted in my initial emails and I should have asked to clarify what my options were.
I would have been absolutely fine with shipping the returned package with the next subscription shipment and this seems like a very reasonable policy. I'm also fine with the refund being applied as store credit and, unless I'm mistaken, my account should be set up so as to use the credit towards the next subscription.
Best regards,
Emiliano (AKA Nikosandros)