Disappearing Items Error


Customer Service

Paizo Employee Customer Service & Community Manager

Folks, we're seeing a pernicious error with the shopping cart at the moment. My full attention is focused on determining what's going on and how to correct it as soon as possible. (Please do not try to intentionally trigger this issue, as it takes us a while to correct your orders).

What we think is triggering it:
-You've placed an order (we think it may be related to orders that include Holiday Sale items).
-You add more items (we think it may just be the Holiday Sale items) to your shopping cart.

What Happens:
-In your view, your previous order has all of the items disappear.
-You can't add more to your shopping cart.
-In our view, the items you already submitted are just missing the order number and your account.

CS Fix:
-It is most helpful if you can provide the order number(s) that are missing their items.
-We find those line items, reattach them to the order.
-We poke the order to (hopefully) prevent the error from reoccurring.

How you can help:
-If you are experiencing this issue and have already had items disappear from an order you already placed, let us know the order number, and we can round up the errant items and get them back onto your order.
-If you see items you already placed an order for in your shopping cart, log out, close the paizo.com window/tab, and then log back in. If your cart still appears to have items you already submitted in it, do not touch your shopping cart, contact customer service.
-Review your account/order history after we've fixed things up. Make sure orders have the correct items on them.

We understand this is a huge inconvenience for our customers and very confusing, and we are working as quickly as possible to determine how to fix this error.

~sara marie

Scarab Sages

Pathfinder Maps, Pawns, Starfinder Maps, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Superscriber

I don't know if it is related, but for the last 4 days, I haven't been able to order from the website.

When I go to purchase an Item, I can sometimes add it to my cart, then when I go to confirm the purchase (third step of checkout), I only have the "continue shopping" icon, not the "confirm Purchase" red button icon.

Other item I encounter is if I try to add an item to my cart, it will simply say "your request produced an error" and not add it.

This is for non holiday sale items btw.

Paizo Employee Customer Service & Community Manager

I nudged things a bit. Try logging out, closing your paizo.com window/tab and then reopening the website and logging back in. If that doesn't help, let me know.

Please also review your recent order history to make sure the things I nudged look correct.

~sara


Pathfinder Adventure Path, Lost Omens, Rulebook Subscriber; Pathfinder Battles Case Subscriber

Non-Issue and Real Issue

Order 9704058

Non-Issue:
Ordered a Paizocon 4 day badge and banquet ticket. These are listed in my digital E-Tickets so this is a non issue, but the order itself shows no items listed, just the price paid. Has been a bit confusing but sorted that one out.

----------
Order 8244947

Real Issiue:
Ordered 2 Sculpts of 6 each, 12 mini's total from the holiday sale from the 1$ listings. 6 of them are showing in the order and side cart from one of the sculpts, the second sculpt has disappeared from the order and is not in the side cart.

The email I received shows all of the mini's I ordered when I placed the order, when I click on the mini from the email that is not listed in my side cart/order it acts as though the listing does not exist.

URL to the item I ordered from the email receipt I received:
https://paizo.com/cgi-bin/WebObjects/Store.woa/wa/DirectAction/signIn?path= products/btpy8wkv%3FLarge-Fire-Elemental

Paizo Employee Customer Service & Community Manager

The fire elemental is in your sidecart. We have stock for your order, but it's no longer available. I believe we were having an issue with the product letting itself get over ordered though, so Katina took it down completely.

I've repaired the order that had your paizocon badge and banquet ticket on it.

~sara


Pathfinder Adventure Path, Lost Omens, Rulebook Subscriber; Pathfinder Battles Case Subscriber

Thank you Sara Marie, the PaizoCon badges show up. Does that mean that the Elementals will be added to the order or that I am out of luck? They are not appearing on order 8244947 yet, nor am I seeing it in the Side Cart

Thanks!

Paizo Employee Customer Service & Community Manager

1 person marked this as a favorite.

They aren't appearing because they have been made "not live" on the website to prevent them from being over ordered. I can see them in your sidecart in my admin view. You are actually the first account in the queue for that mini, so your order should be fine.


Pathfinder Adventure, Lost Omens, Rulebook, Starfinder Roleplaying Game Subscriber

I experienced this on Orders 8113552 and 8123872. I was trying to switch my order for the Bestiary pawns, Bestiary cards, and my order for Visions of WAR: The Art of Wayne Reynolds Hardcover—Limited Edition from the Black Friday deal (Order 8224152) to ship as soon as possible instead of shipping with my Paizo Subscriptions. Orders 8113552 and 8123872 have disappeared but Order 8224152 is listing that is has been moved to order 10401490. Order 10401490 is also listing that it doesn't have a valid payment method.

Sorry if this is a jumble of words. I tried to give as detailed info I can for debugging purposes.


Pathfinder Adventure, Adventure Path, Companion, Lost Omens, Maps, Pathfinder Accessories, Pawns, Rulebook Subscriber; Pathfinder Battles Case Subscriber; Starfinder Superscriber
Sara Marie wrote:


How you can help:
-If you are experiencing this issue and have already had items disappear from an order you already placed, let us know the order number, and we can round up the errant items and get them back onto your order.
-If you see items you already placed an order for in your shopping cart, log out, close the paizo.com window/tab, and then log back in. If your cart still appears to have items you already submitted in it, do not touch your shopping cart, contact customer service.
-Review your account/order history after we've fixed things up. Make sure orders have the correct items on them.

We understand this is a huge inconvenience for our customers and very confusing, and we are working as quickly as possible to determine how to fix this error.

~sara marie

I have this issue with Order 8629896


Order 9374142

I ordered a copy of Pathfinder Adventure Path #134: It Came from Hollow Mountain on Friday (order # 9374142). On Monday I saw that the order was pending but there was still a copy in my cart. I removed the item from my cart and then the order disappeared.

I never got a confirmation email, but I definitely want to buy this product at the black friday discounted price. Can you confirm whether or not this order went through? I dont want to pay for it twice.

Thanks!


Paizo Superscriber; Pathfinder Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

Order 10708216 & Order 10052214

Both cases, didn't disappear from the cart, but from the order list under my account after purchase.


Pathfinder Adventure, Lost Omens, Rulebook, Starfinder Roleplaying Game Subscriber
Zioalca wrote:

I experienced this on Orders 8113552 and 8123872. I was trying to switch my order for the Bestiary pawns, Bestiary cards, and my order for Visions of WAR: The Art of Wayne Reynolds Hardcover—Limited Edition from the Black Friday deal (Order 8224152) to ship as soon as possible instead of shipping with my Paizo Subscriptions. Orders 8113552 and 8123872 have disappeared but Order 8224152 is listing that is has been moved to order 10401490. Order 10401490 is also listing that it doesn't have a valid payment method.

Sorry if this is a jumble of words. I tried to give as detailed info I can for debugging purposes.

Just wondering if there is any further info on this?


Paizo Superscriber; Pathfinder Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

Any further movement on this? Haven't heard back either here or from an email sent in regarding it. One of the orders is a fairly large one that I actually need to keep track of for financial reasons.


1 person marked this as a favorite.
Pathfinder Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber

I have a similar issue with order 8964792, I got a correct email receipt when it was placed back on 12/2, but when I went back to check on the order status a couple days ago, my order history shows that the order had 0 items.
(I first emailed customer service but haven't had any reply in 3 days)

Can I get this order reconstructed with its original black friday sale pricing?


Pathfinder Starfinder Adventure Path, Starfinder Roleplaying Game Subscriber
Citizen K wrote:
I have a similar issue with order 8964792...

Just making a note, my issue was resolved via email, no more action needed here. Thanks

Community / Forums / Paizo / Customer Service / Disappearing Items Error All Messageboards

Want to post a reply? Sign in.