Order 8787993


Customer Service


Pathfinder Battles Case Subscriber; Pathfinder Companion Subscriber; Pathfinder Roleplaying Game Superscriber

Hello good folks at Paizo,

I hope you can help me push through my December order. The late November spawning date completely slipped my mind and I forgot to make sure I had enough store credit to cover the order. This one is 100% all on me; we've had a once in a decade flurry of family activity this last couple weeks and things have been slipping my mind left and right.

I purchased some more store credit Sunday night to make sure this order is covered. I also switched the Visa card on file used for subscription orders, but when the order tried to spawn yesterday (12/2) it tried to take the whole amount from the card instead of pulling from the store credit I had purchased the day before. The site shows my subscriptions are still set up to pull from any available store credit first, so I'm not sure why it didn't happen yesterday. The only reason I can come up with is because it's the same order number as the previous failed attempts, perhaps it's "locked in" to pulling from the card before the store credit, despite my current settings.

Regardless, there is now enough store credit to handle the order in full. I would greatly appreciate it if you could jingle and jangle what you need to in order to push it through using my store credit.

PS. It looks like I had $9.36 left in store credit when the order originally tried to spawn on November 21st. I purchased $49.00 more in store credit Sunday. On 12/2 the order tried charging the new card the full $22.32, instead of the $12.96 it had been charging the previous card. I hope I can still get that $9.36 in previous store credit added back to the $49.00 in credit I just purchased. If my math is right the total store credit should officially start at $58.36, and I should have $36.04 credit remaining once the $22.32 goes through for the Broken Promises AP (my only subscription item shipping this month).

Thanks so much in advance. I apologize for the mess. And I hope you all had a wonderful Thanksgiving.

Sincerely,
Pigraven

Paizo Employee Customer Service & Community Manager

I think I have the order and store credit all patched up. Please let us know if it continues to cause problems for you.

We should be able to ship it out tomorrow morning (PST).

~sara marie


Pathfinder Battles Case Subscriber; Pathfinder Companion Subscriber; Pathfinder Roleplaying Game Superscriber

Unfortunately, the order didn't take. It's back to declining the payment method despite the setting for it to pull from my store credit first.


Pathfinder Battles Case Subscriber; Pathfinder Companion Subscriber; Pathfinder Roleplaying Game Superscriber

Bumping this in the hopes that someone sees it. It would be great to get the AP shipped out before week's end.

Thanks in advance!


Pathfinder Battles Case Subscriber; Pathfinder Companion Subscriber; Pathfinder Roleplaying Game Superscriber

It's been a week now since I responded here that the order was still having problems, and I've yet to receive a response. I did just send off an email for the first time regarding the situation.

Would the folks at customer service prefer/suggest I always use email instead of these boards? Should I just call whenever there is an issue? I'm not sure which is the best way to contact you to resolve the issue. I know it's busy season and there are holiday sales orders to deal with and likely employee absences thanks to winter illnesses. Still, a week seems a bit long to wait for a response when there's been no posts up in the Sticky section to indicate the crew is behind schedule.

Paizo Employee Customer Service Representative

Hello Pigraven,

I've given the order the nudge it needs and it should leave our warehouse soon. if you have any further questions or concerns, please let us know. Thank you!


Pathfinder Battles Case Subscriber; Pathfinder Companion Subscriber; Pathfinder Roleplaying Game Superscriber
Sam Phelan wrote:

Hello Pigraven,

I've given the order the nudge it needs and it should leave our warehouse soon. if you have any further questions or concerns, please let us know. Thank you!

Thank you so much, Sam. I'll be sure to check back on its status tomorrow afternoon.

And... Sorry if I came off sounding like a sassy seahorse. It wasn't my intent. I've had numerous issues with orders in the past--some of my making, some due to bugs in the system--and you fine folks have always been so great and eventually get things squared away. I have faith it will be so again.

I don't necessarily mind all the issues that crop up. But when there is a lack of communication or extended periods of time without it, I find myself wondering where I fall between the "squeaky wheel gets the oil" and the "squeaky wheel broke off at the axle and went rolling down the hill unnoticed" situation. And that makes me both nervous and anxious.

Anyways, thanks again.

Enjoy the rest of your day!

Paizo Employee Customer Service Representative

Hello Pigraven,

That's totally understandable. We are unfortunately facing a time where the capabilities of our small department cannot always meet expected response times. We are keeping our email and forum response times fairly even currently, but if you ever have a time sensitive issue, please feel free to give us a call.

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