Dear Paizo,
A few things:
1. The $14.44 in store credit has disappeared from my account. From rummaging around it appears it's been charged to another order, Order 12656259, despite the fact that order had been suspended. Can one you kind customer service folks please officially cancel out that order and add the $14.44 of store credit back into my account. Again, that's Order 12656259. Thank you very much.
2. Have you fixed the system issue where even if you have the full amount of store credit, the system tries to charge the card listed for tax instead of pulling it out of the store credit? After two months (January and February) of dealing with this issue, it happened again in March. And it's been holding up that order (Order 18576373) ever since.
3. Whether you have it fixed or not, could somebody please push through Order 18576373? It's from back in March. Customer Service told me the tech team was working on it, but I haven't heard anything about it since then. I understand the Covid-19 virus has thrown everyone into chaos, but I certainly would appreciate some sort of response or update on that front, even if there is little or nothing to tell.
4. On April 7th, I asked for my future orders to be suspended, starting with the April spawn, until the issue with the system was able to be fixed. (And Virginia J. did respond on April 8th confirming it was suspended). I didn't want to deal with the April order until the March order problem was fully cleared up (and maybe shipped, depending on how your warehouse was operating; shipment itself isn't my major concern). My reasoning was because I didn't want to buy more store credit to fully cover April's order until I knew the spawn would finally pull the tax from said store credit and not charge the card. I didn't want to have multiple orders still trying to charge my card and thus stuck in perpetual Pending/Declined status.
5. Whether the actual system bug has been fixed or not, I don't want to hold things up any longer. If it doesn't look like things can or will get fixed on your end, it makes sense for me to change things on my end. I've added another card as a payment method that has enough money on it to cover the shipping for the March order (18576373) and the eventual April order (it's just the one Adventure Path). As soon as the March subscription order is pushed through and the separate order (12656259) mentioned above is cancelled out with the $14.44 in store credit returned to my account, I'll purchase the necessary remaining store credit for my April order spawn.
6. Somebody will have to reactivate my suspended subscriptions for all this to happen. And you have my permission to do that.
7. I will point out that when I added the new card just now as the payment method to the March Order 18576373, it tried to charge the whole thing ($24.33) to the card; it didn't even take into account the $23.14 in store credit that had already been applied to the order back when it first spawned. So you'll have to add back the $23.14 in store credit (in addition to the $14.44 from the order mentioned above) before it can charge the card for the $1.19 tax amount. I hope this makes sense.
8. Once those orders are finished I can buy the necessary store credit for this month of May and we should be back on track for the May 7th order spawn. Hopefully that bug will be fixed by next week, but there should be enough left on that payment method to handle the tax on May's order spawn if necessary.
9. Feel free to call me at the number listed in my account info, if you need to contact me. It might make for a more smooth transaction process.
10. Thanks for all you've been doing; please stay safe and enjoy your Friday.
Hello Pigraven,
I'm sorry for all the troubles the store credit system has caused for you. I have requested an update on the issue from the tech team. Hopefully they can give us more information on what kind of timeline we can hope to see for resolving the problem.
I have canceled order 12656259, and the store credit attached to it has been returned to your available pool. I have unsuspended the subscriptions (this is also what was holding up the March order, as soon as subs are suspended, the system thinks it needs to hold up any pending items generated from that sub). With waived shipping and adjusted store credit on order 18576373, it should now be good to go. I have ensured the April issue for the Adventure Path subscription is in your sidecart and will ship with the May issue which will be generated soon. So just make sure you have enough store credit in your pool for the April AP and the May items when we authorize later this week.
It is very frustrating that the way the system seems to work right now is to require that the card can be authorized for the full payment amount, even if it finalizes that amount out of store credit. This si why you see it appear to attempt the card before it even looks at store credit, and why it then declines when you do have enough store credit to cover the order. This certainly needs to be fixed so you can purchase your subscriptions in your preferred way.
I'll keep an eye on your order for May generation and see if anything has improved to allow your order to ship. If you have any further questions or concerns, please let us know. Thank you!
Thanks for looking into it and getting back to me.
For whatever reason, it declined the order yesterday and again this morning. It did this despite indicating it had applied full store credit-including the tax this time-to the order. I'm not sure what the issue was this time around, but I really hope it goes through or you can force it through before order spawning starts tomorrow (on Thursday).
Speaking of order spawns, I used a completely new card to purchase more than enough store credit to cover me for May's shipment (including the Adventure Path from April). So with regards to having enough store credit for the coming order spawn, I'm set.
Also, after that purchase, I went in and made the card I used for the store credit the new payment method for March's subscription order, 18576373. This SHOULD work, given that I just used it on store credit. March's order is currently Pending, again, as I type this; but I'm hoping it will come through tonight or early tomorrow. Once it does, I'll set it as the new payment method for all my subscriptions going forward.
Thanks so much!