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When the authorisation runs, sidecarts, “future subscriptions” pages, pending order reconciliations and pretty much anything else relating to subs gets screwed up.
I dont generally look at my account from once they begin the process until they announce the auth run has finished. It always shows nonsense.
Finally authed for 2 months...
I assume late hit hit authorization means late to ship as well?
No, there's no correlation. If you do need something corrected after authorization, like a book fell out of your order or something, that does seem to push you to the back. But otherwise, the label-pick and the authorization system should be completely independent. Last I heard anyways.
On the other hand -- a delay in completion of the overall authorization process can delay overall shipping. The exact time your individual authorization was run doesn't matter, but it could matter to everyone if shipping does not start on schedule.
Weird. I just got my Auth-email. It's close to 1am though, Paizo time.
My auth was apparently spawned at about 0230 PDT.
The auth is an automated process; they generally start it up and then leave it to finish overnight. It sometimes derails in the wee morning hours and needs to be restarted by hand when they're back in the office, but when it's working as intended, it happily takes the night shift.
The auth is an automated process; they generally start it up and then leave it to finish overnight.
I know.
I wonder what percentage of July subscription orders have not yet been filled, and what the reasons are that they have not.
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Whoo hoo! Bring on the Devastation!!
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Probably the Humble Bundle. Some people on Facebook have started getting those core rule books. I dunno how many they had to ship before they ran out, seeing as the book is on backorder now, but I imagine that ate up a lot of shipping time.
My current order has been split into two shipments with two charges. , even though it’s only 4 items, which is always annoying. Last months huge shipment came in one box.
It looks like my order spawned on Friday, but I did not get an email this time (yes, I checked my spam folder).
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Could a customer service rep please remove the Pathfinder Battles: City of Lost Omens Premium Dragon set from Order 30559237?
I asked for the removal of this item from my Sidecart a week ago in this forum, and that request went unanswered and unattended. The order has since spawned, ready to charge me. Please remove the dragons from this order before they are fully charged.
The only thing that should be on Order 30559237 is Adventure Path #158: Sixty Feet Under.
And please make sure the difference between the $25.00 in store credit I purchased last Monday and what's left from Order 30559237 is put back into my account.
I'm no longer interested in the Dragons, so please remove them completely from my account. Please remove them from Order 30559237. Please do not put them in my Sidecart.
I've posted a version of this request in its separate thread down below. I'm posting here for maximum exposure to customer service eyes.
Thank you in advance,
Pigraven
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It looks like my order spawned on Friday, but I did not get an email this time (yes, I checked my spam folder).
Same, just checked my pending orders and it is there. This is fairly normal for me though.So long as I see it in my pending I don't worry. Mind you last month was pending for over a month I think lol
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Hoping for a smooth and low-stress week for y'all!
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Once again, my PF and SF APs are set to ship separately for no apparent reason.
Please fix this. It keeps happening month after month.
I asked you guys to fix it last month and you did! Then, when my order shipped, they shipped separately.
I made a separate thread about this last month, but no one has replied to it yet.
-Skeld
Once again, my PF and SF APs are set to ship separately for no apparent reason.
Please fix this. It keeps happening month after month.
I asked you guys to fix it last month and you did! Then, when my order shipped, they shipped separately.
I made a separate thread about this last month, but no one has replied to it yet.
-Skeld
I've seen this before, and it may not line up with your situation. When someone else was having this happening when they looked into the shipping 1- it was flagged ship cheapest method 2- it was determined that 2 packages were cheaper than 1 for 'shipping'
This doesn't take into account customs/vat, just the bare cost. If you are paying double for customs and it costs more I'm not sure what their automated system can do to flag that. If phone support was up then this would be a 15 minute phone call. Good luck.
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Once again, my PF and SF APs are set to ship separately for no apparent reason.
Please fix this. It keeps happening month after month.
I asked you guys to fix it last month and you did! Then, when my order shipped, they shipped separately.
I made a separate thread about this last month, but no one has replied to it yet.
-Skeld
I've seen this before, and it may not line up with your situation. When someone else was having this happening when they looked into the shipping 1- it was flagged ship cheapest method 2- it was determined that 2 packages were cheaper than 1 for 'shipping'
This doesn't take into account customs/vat, just the bare cost. If you are paying double for customs and it costs more I'm not sure what their automated system can do to flag that. If phone support was up then this would be a 15 minute phone call. Good luck.
I'd be surprised if that's the case. Paizo has been shipping the APs to me (I'm in the US; no customs or VAT) in the same envelope for 1 shipping cost. A few months ago when the pandemic started, the orders started getting split into two packages for double the cost (roughly). Last month, I pointed this out, it was fixed, then changed back when it shipped. About half of my orders this year have done this.
Right now, when I checked my order, they're set to ship together, but I don't trust that to happen.
-Skeld
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Has shipping started?
Has shipping started?
Doesn't sound like it.
It has, I just got my downloads.
But I have to wonder, why is the single file PDF for Starfinder's Waking the Worldseed so huge, with 350 MB?
It has, I just got my downloads.
But I have to wonder, why is the single file PDF for Starfinder's Waking the Worldseed so huge, with 350 MB?
Ohh, I'm excited. That sounds like very large maps are embedded in there!
Also got my shipping notice/downloads.
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Glad to see shipping has started. Here's hoping I get mine soon!
Time to stare at my emails.
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Could a customer service rep please remove the Pathfinder Battles: City of Lost Omens Premium Dragon set from Order 30559237?
I asked for the removal of this item from my Sidecart on August 10th, and that request went unanswered and unattended. The order has since spawned, ready to charge me. Please remove the dragons from this order before they are fully charged. And please do not put them in my Sidecart.
The only thing that should be on Order 30559237 is Adventure Path #158: Sixty Feet Under.
Also, please make sure the difference between the $25.00 in store credit I purchased on Monday, August 10th and what's left from Order 30559237 is put back into my account once the dragons have been removed.
I've posted a version of this request in its separate thread down below. I'm posting here for maximum exposure to customer service eyes.
Thank you in advance,
Pigraven
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When the authorisation runs, sidecarts, “future subscriptions” pages, pending order reconciliations and pretty much anything else relating to subs gets screwed up.
I dont generally look at my account from once they begin the process until they announce the auth run has finished. It always shows nonsense.
You seem to have a good understanding of how things work. Do you know what the current best way to connect with the customer service team is? I used to be able to call and get right through, but that's not an option at this time. I've posted in the forum below, and in this thread (twice now). Should I email them too?
Also, for future reference, do you know how to delete items from the Sidecart? I looked before my August order spawned, but I wasn't able to find a way. My entire issue this month could have been avoided had I been able to go in and delete the item in my Sidecart. Instead, because CS has been so backed up, they weren't able to get to it before the order spawned, w/unwanted item included.
It really feel like it's always something. Often times it is weird system hiccups or bugs or whatever. But this current issue could have been avoided altogether had one of two simple solutions been available:
-->The ability for me to go in and remove/alter my Sidecart.
-->The ability for CS to respond more quickly to Subscription-based problems.
I realize with everything backed up the way it is, the latter solution isn't a very realistic option. But I'm still really frustrated. I don't even know if the former is an option, but if it is, I don't feel it is very clear how to do it.
If my order authorizes and I'm charged the $60+ for a set of these premium dragons I don't want and have been trying to remove from my cart/order since (technically) July, I think that will be the final nail in the coffin. I considered canceling my orders last month, but I was able to prevent the overpriced shipping costs (with your help). I don't really care about long waits for product (especially in these times), and I can handle the occasional site hiccup or bug. But once I start getting charged for things I don't want--in a situation that should be completely avoidable--I think I'm done.
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Why there is no official thread for "Issues With X Month Subscriptions" or something of the like? I've been reading over other people's threads this month and from before. It seems a fair amount of these current issues could have been avoided had there been a dedicated thread for problems for that month's Subscriptions. If there was a dedicated thread similar to what I suggested above, this wouldn't even be an issue. One of the CS reps would be able to focus on that thread each day, cutting off many issues quickly, and before they could get worse. Sure, it would be a flurry of blows at certain parts of the spawning process. But they can be anticipated and quickly dealt with.
For example:
-->The thread could handle all Pre-Spawn monthly issues. That means cart issues, including Sidecart issues, prior to order spawning for that month. It could also handle all the "please cancel my subscription before X month starts" issues I see. There might not be as many as I think, but at least they'd be taken care of each month, and cleared for...
-->The order spawning process. It seems that when this starts, a new wave of issues always hits. Sometimes it's on Paizo's end with their problems. Sometimes it's on the customer's end (they forgot to change an address, change their card, yada yada yada). Either way, these issues could be handled as they pop up. Which leaves time for...
-->The order authorization process. That long, sometimes multi-week Pending status may not see any change itself. But many of the issues that continue to pop up could be handled closer to "in real time" if the slate of issues before it has already been cleared. And staying up to date on this could really help with the...
-->Post Authorization period. Once shipping begins, there seems to be another wave of issues, including system bugs that result in orders charged twice, orders being split up when they shouldn't, increased shipping charges where they don't belong, items being stuck in sidecarts, etc. This seems like the part of the month with the most issues. Having the entire plate of problems cleared heading into this period could do wonders for responding to these issues in a timely manner.
--Post Shipment. Once everything goes out, there is another, smaller issue with missing items, missing shipments, etc. Because these would bleed into the next month's dedicated thread, they deserve their own dedicated thread that pops up right after shipping begins. Ex: August 2020 Post Shipment Issues. Creating a new such thread allows for faster attendance by customer service, and a quicker resolution of the issues.
I'm aware that people are constantly ordering items that aren't part of a subscription, and they run into issues of their own. Having a system dedicated to handling all monthly subscription issues like I just described would help cut down on everything being thrown together. It leaves the remainder of the customer service team to focus on non-subscription issues as they pop up.
Heck, even splitting up certain issues into their dedicated threads could help:
"Cancel My Subscription" = The name on the tin literally describes what this thread would be for..
"Sidecart Help" = Many issues I've seen over the months seem to involve this evil thing..
"Checkout issues" = again, pretty self-explanatory
Could someone more knowledgeable than I please explain to me if this is possible, and if not, why?
When the authorisation runs, sidecarts, “future subscriptions” pages, pending order reconciliations and pretty much anything else relating to subs gets screwed up.
I dont generally look at my account from once they begin the process until they announce the auth run has finished. It always shows nonsense.
You seem to have a good understanding of how things work. Do you know what the current best way to connect with the customer service team is? I used to be able to call and get right through, but that's not an option at this time. I've posted in the forum below, and in this thread (twice now). Should I email them too?
Also, for future reference, do you know how to delete items from the Sidecart? I looked before my August order spawned, but I wasn't able to find a way. My entire issue this month could have been avoided had I been able to go in and delete the item in my Sidecart. Instead, because CS has been so backed up, they weren't able to get to it before the order spawned, w/unwanted item included.
It really feel like it's always something. Often times it is weird system hiccups or bugs or whatever. But this current issue could have been avoided altogether had one of two simple solutions been available:
-->The ability for me to go in and remove/alter my Sidecart.
-->The ability for CS to respond more quickly to Subscription-based problems.
I don’t have a lot of comfort to give, I’m afraid. fwiw, I think you’ve done the right thing in posting first and then referencing it here as your issue is time sensitive. That’s probably the best chance of them seeing it.
I know that they DO run their eye down the forums to look for time sensitive problems, so fingers crossed this gets sorted before it’s charged. I’m very confident they’ll refund the money if you return the dragon, but appreciate it would be better to get the problem fixed ahead of time rather than correct it down the track.
The ability to delete/edit ones sidecart isn’t something we can do at the moment. I would love to see that - as well as the ability to cancel our own subscriptions.
I believe both of those are “in the works” (the customer service team would be helped out for sure) however, I haven’t seen anything to indicate it’s imminent, unfortunately.
My perspective is that paizo’s CS is generally awesome because it’s real people giving genuine, one-on-one, bespoke service....but that such a system doesn’t do well in a pandemic when there are loads and loads of similar problems piling up, many of which are time sensitive. (I’d rather an automated, by the numbers call centre for that).
They are hiring two more CS people right now, which should help. But the reality is that I don’t think we’ll be “back to normal” until sometime in 2021.
I’m being somewhat conservative in placing orders here for precisely that reason. (And when I do order things, I choose to have them ship separately from my subscriptions as I know there’s a spike in CS enquiries every time a subscription run is authorised, so I don’t want to make changes around that time).
Sorry I can’t offer more in the way of solution. I think it’ll be this way for a while, but the IT solutions and the extra staff will hopefully begin showing benefits soon...
I’d recommend posting suggestions in the website feedback forum. It gets less traffic (and sometimes no acknowledgement) but is generally a good place for discussing systemic changes.
(For my part, I’ve suggested a kind of “dropdown menu” for any new thread in this forum, similar to the flagging options. That way CS could zip through similar issues).
However, ultimately they are dealing with an overwhelming number of issues and every IT change inevitably sparks a bunch of apparently unrelated bugs. 2020 really is a perfect storm. :(
I saw a post about shipping hoping to be completed by today. I'm assuming that's the end of the July orders and not August (since my is again still pending).
I hope the new CS people work out, but it also sounds like that they need more warehouse help.
Woot Shipping notice. Nice to be towards the front of the line. For those of you who take extreme notes about the logic behind shipping:
Just got the PF Adventure path this month. Nothing added.
Last month I shipped near the very last day and I had a metric ton of product including a bunch of mini singles.
Til next month!
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But I have to wonder, why is the single file PDF for Starfinder's Waking the Worldseed so huge, with 350 MB?
Yikers. That's giant for a 64-page book.
The Starfinder AP PDFs have been growing. Of all the 6-book PDFs, here's the collection sizes I have:
91M DeadSuns
134M DawnOfFlame
138M AttackOfTheSwarm
508M TheThreefoldConspiracy
I'd expect some variation, of course, but there was a big jump with Threefold Conspiracy. Sounds like it may be jumping again.
I always get nervous as Friday end of business approaches, I feel like every half hour I check my emails and order status hoping to see the good news, hopefully if it happens today it means I can print a paper copy to read over the weekend
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Ah, my order is complete now!
Excellent timing!
I saw a post about shipping hoping to be completed by today. I'm assuming that's the end of the July orders and not August (since my is again still pending).
Where did you see this?
I am pretty sure that the July orders are already done since they unstickied that thread -- and they definitely did not complete August shipping today unless they are working overtime to do so (which is certainly possible). But we are nowhere near their scheduled end shipping date, so I would be pleasantly shocked it my order ships within the next three hours.
My order is also still pending so they're definitely not done shipping.
It's going to be another fun month of goodies, even if they did miss my birthday on Thursday (it's cool, just teasing I didn't expect them to ship it by then anyway so I wasn't waiting or anything and I had a great day).
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Belated happy birthday, Cap'n.
Damn, first month where mine might not be shipped by street date :-(
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Ah, that explains why Sixty Feet Under hadn't shipped yet (which due to subscription service, meant I couldn't peek at the PDF), which I was baffled about yesterday when I realised what date it was and that I could just buy the PDF and get it instantly. Don't worry too much. I'm probably just a bit salty at delivery times to the UK (21 to 35 days).
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The money got collected from my card but my order hasn't shipped yet O_o this is weird