Paizo Customer Service Status Updates & What to Do


Customer Service

Paizo Employee Customer Service Representative

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Update from March 25th, 2020: As of the evening of March 25th, 2020, the state of Washington is under stay-at-home orders to help prevent the spread of Covid-19. The Paizo warehouse will be closed for two weeks, until April 8th, 2020. As they do not have the option to work from home, our warehouse employees will be on paid furlough during this time. We will be reevaluating this closure on an ongoing basis, and will provide updates if more information becomes available.

We are currently limiting any physical orders being placed to items we currently have in stock at our Redmond warehouse. These orders will have an additional 2-3 week buffer added onto their estimated should ship from warehouse timeframe in anticipation of this closure.

As a reminder, we do not charge until an order has been processed for shipping from our warehouse, and while you may see an authorization on your payment method when you place an order, we will not settle against your payment method until your order is processed for shipping. The delay in shipping means the authorization will likely expire before the order is fulfilled, in cases where that happens, it can be confusing to see funds pending and then vanish so please keep this information in mind when placing physical orders.

If you need to make changes to an order, including cancellation, or if you have have other questions about an order please let us know, and we’ll be happy to help.

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Hi folks!

With the team's transition to remote work and the large influx of messages we're experiencing, we want to keep you informed of what we're seeing on our end, what to expect, and what to do if you need assistance.

During this time, there are a few things you can do to help us:

1. If you need assistance, either post on the forums or send us an email at customer.service[at]paizo[dot]com - not both. If you have already reached out multiple ways, let us know when we help you so that we can be sure to clear the other inquiries out. It's a small thing that makes a big difference!

2. Do not bump your threads on the CS forums. This one helps you more than it helps us! Customer Service replies to forum posts in the order they are received - that means from the bottom up. When you reply to your post, that thread gets moved to the top of the forum AKA the end of the line. Likewise, if you reply to someone else's post, you'll send them to the end of the line. It's best practice to always start your own thread, even if you see that someone else needs help with the same issue!

Updates will be posted in the comments. We'll do our best to get back to you soon and appreciate your patience during this time!

--the Paizo CS Team

Paizo Employee Customer Service Representative

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As of March 13, we have 652 inbox messages dating back to February 26.

Paizo Employee Customer Service & Community Manager

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March 16th: we are at 660 going back to February 26th. You may see your email sent after that date answered sooner, as we are trying to catch urgent requests as well as work through the backlog.

Paizo Employee Customer Service & Community Manager

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March 17th: We are at 667 emails going back to February 27th.

Paizo Employee Customer Service Representative

March 18: We have 620 emails dating back to March 2nd! We've had some outages this week but are still making good progress. Hope everyone is doing okay!

Paizo Employee Customer Service & Community Manager

March 19th, 608 emails going back to about March 3.

Paizo Employee Customer Service & Community Manager

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March 20th, 571 emails in the inbox going back to March 3.

Paizo Employee Customer Service & Community Manager

March 23rd: 511 emails going back to about March 6th.

Paizo Employee Customer Service & Community Manager

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We are ending March 23rd under 500 emails. Also, I misspoke in the post from earlier today as we are still working on some emails from March 5th.

Paizo Employee Customer Service & Community Manager

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Starting March 25th out with 496 emails in the inbox going back to about March 7th.

Paizo Employee Customer Service & Community Manager

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Adding an update to the original post on this thread.

Update from March 25th, 2020: As of the evening of March 25th, 2020, the state of Washington is under stay-at-home orders to help prevent the spread of Covid-19. The Paizo warehouse will be closed for two weeks, until April 8th, 2020. As they do not have the option to work from home, our warehouse employees will be on paid furlough during this time. We will be reevaluating this closure on an ongoing basis, and will provide updates if more information becomes available.

We are currently limiting any physical orders being placed to items we currently have in stock at our Redmond warehouse. These orders will have an additional 2-3 week buffer added onto their estimated should ship from warehouse timeframe in anticipation of this closure.

As a reminder, we do not charge until an order has been processed for shipping from our warehouse, and while you may see an authorization on your payment method when you place an order, we will not settle against your payment method until your order is processed for shipping. The delay in shipping means the authorization will likely expire before the order is fulfilled, in cases where that happens, it can be confusing to see funds pending and then vanish so please keep this information in mind when placing physical orders.

If you need to make changes to an order, including cancellation, or if you have have other questions about an order please let us know, and we’ll be happy to help.

Paizo Employee Customer Service & Community Manager

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Update from March 26th, we are at 440 emails going back to about March 9th.

Paizo Employee Customer Service Representative

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Update March 30: we have 389 emails dating back to March 15.

Paizo Employee Customer Service & Community Manager

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Update April 2nd, We're down to 343 emails mostly going back to March 19th (a few stragglers before that which are still being worked on).

Paizo Employee Customer Service Representative

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Update for April 3rd, we're at 336 emails going back to March 20th.

Paizo Employee Customer Service Representative

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Update April 7: 320 emails going back to March 25! And we're at about the same date on the CS forums.

Paizo Employee Customer Service Representative

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Update April 8: 318 emails going back to March 26th (with a couple stragglers for the 25th)!

Paizo Employee CEO

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Yesterday, we made the decision to stage the opening of our warehouse over a few days. On April 9th, our warehouse manager will be back in the warehouse, receiving some shipments that have been waiting for us to reopen and getting the warehouse ready for the rest of the warehouse team to come back to work on Monday, the 13th of April, and we will commence with shipping physical goods at that time. Thanks so much for your patience as we have kept our warehouse crew home during these last few weeks to keep them safe.

-Lisa

Paizo Employee Customer Service Representative

Update April 9th: 310 emails going back to March 27th.

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