Greetings Paizo! Got a little problem.


Paizo General Discussion


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Since you removed your customer support forum I have no choice but writing this letter. First of all, i enjoy the system (Played it in Foundry) and also I apology for my not-so-perfect English as i am not a native speaker.

I went into this site to buy a bunch of manual PDF. However, the transaction is not working at all it sends me in a loop where I put my card verification code and nothing happens.

I checked the forums of course so I can already tell you that the data and the billing address are correct. I can perfectly use my Creditcard everywhere.

I am writing this message because at this point judging by the forum post I am not sure even my Email went through.

I will leave here the ticket number just in case the support ticket is the number 159618 and I can tell the site had nod registered it according to my profile even if I reiceved the automatic answer email.

I would like to buy those manuals if possible in a timely fashion otherwise I will invest such money somewhere else.

With great Regards
Meb


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Pathfinder Roleplaying Game Superscriber
Mebrilia83 wrote:

Since you removed your customer support forum I have no choice but writing this letter. First of all, i enjoy the system (Played it in Foundry) and also I apology for my not-so-perfect English as i am not a native speaker.

I went into this site to buy a bunch of manual PDF. However, the transaction is not working at all it sends me in a loop where I put my card verification code and nothing happens.

I checked the forums of course so I can already tell you that the data and the billing address are correct. I can perfectly use my Creditcard everywhere.

I am writing this message because at this point judging by the forum post I am not sure even my Email went through.

I will leave here the ticket number just in case the support ticket is the number 159618 and I can tell the site had nod registered it according to my profile even if I reiceved the automatic answer email.

I would like to buy those manuals if possible in a timely fashion otherwise I will invest such money somewhere else.

With great Regards
Meb

Not sure if this will help you or not, but I had a similar issue last year. Clearing my internet Cache fixed it for me.


xNellynelx wrote:
Mebrilia83 wrote:

Since you removed your customer support forum I have no choice but writing this letter. First of all, i enjoy the system (Played it in Foundry) and also I apology for my not-so-perfect English as i am not a native speaker.

I went into this site to buy a bunch of manual PDF. However, the transaction is not working at all it sends me in a loop where I put my card verification code and nothing happens.

I checked the forums of course so I can already tell you that the data and the billing address are correct. I can perfectly use my Creditcard everywhere.

I am writing this message because at this point judging by the forum post I am not sure even my Email went through.

I will leave here the ticket number just in case the support ticket is the number 159618 and I can tell the site had nod registered it according to my profile even if I reiceved the automatic answer email.

I would like to buy those manuals if possible in a timely fashion otherwise I will invest such money somewhere else.

With great Regards
Meb

Not sure if this will help you or not, but I had a similar issue last year. Clearing my internet Cache fixed it for me.

Thank you for the answer i shall see if it work however i doubt that will. I attempted to redo the ordering process with another browser with no avail.


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Yes it dosn't work. Like at all.
It keep doing the same thing. And again is not a problem of the card.
It works everywhere.

I am starting to get really frustrated. Is not good when in a business the user can't even buy your products.

I would suggest to also allow other forms of payments like Paypal.

I wanted to DM for my group this week but this problem totally spoiled my plans as well caused my credit card to get blocked by the bank due to the repeating attempt to get the transaction done causing me to have to go there to unlock my card again.

I ordered 7 manuals in pdf format in a row.

But i am really starting now to evaluate if is worth it due to the poor transparency and answer.

And the fact there are people that submitted theyr ticket even way before me and they are still unanswered is not a good display.

Just saying.

Paizo Employee Marketing & Media Manager

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Mebrilia83 wrote:

Yes it dosn't work. Like at all.

It keep doing the same thing. And again is not a problem of the card.
It works everywhere.

I am starting to get really frustrated…

Just saying.

Hello. We see your post and the staff if looking into the situation.


Aaron Shanks wrote:
Mebrilia83 wrote:

Yes it dosn't work. Like at all.

It keep doing the same thing. And again is not a problem of the card.
It works everywhere.

I am starting to get really frustrated…

Just saying.

Hello. We see your post and the staff if looking into the situation.

Thank you kindly.


Pathfinder Companion, Pathfinder Accessories, Pawns, Starfinder Accessories, Starfinder Adventure Path, Starfinder Roleplaying Game, Starfinder Society Subscriber; Pathfinder Roleplaying Game Charter Superscriber

Just going to throw this out there...

I experienced a similar problem previously where my credit card was issued in a different country to my address. Even though my UK credit card was registered to my address in New Zealand with the bank it was blocked by the sales engine because it was considered an anomaly and possibly fraudulent.

I am not sure if your credit card was issued in a different country but if it was then this could be your problem.

Whilst this will seem unhelpful my resolution was to charge the cost to a card issued in the same country as my address (a New Zealand card).


Jeepers wrote:

Just going to throw this out there...

I experienced a similar problem previously where my credit card was issued in a different country to my address. Even though my UK credit card was registered to my address in New Zealand with the bank it was blocked by the sales engine because it was considered an anomaly and possibly fraudulent.

I am not sure if your credit card was issued in a different country but if it was then this could be your problem.

Whilst this will seem unhelpful my resolution was to charge the cost to a card issued in the same country as my address (a New Zealand card).

This is not my case but i am grateful for your will to help. Beside i am only having this problem with Paizo so i believe is a problem on their end. I hope this will be solved in a timely fashion.


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I am sorry to make this post but I reached the point where I am very frustrated as never happened to me to be unable to pay for a digital product and being meet with absolute poor handling and customer service and I am not even the one that is having it rougher here judging from the posts in the forum.

At this point my patience is running out is such a shame but is what it is I love the rule system however I am not going to wait for a purchase that should be instantaneous to get several days,weeks or months to get processed.

It is clear to me you have problems processing payment and something is extremely wrong in your database I am willing to wait just another day if nothing will happen I will pull off the group of manuals I wanted to buy from my cart.

I am very sorry I went here with excitement and enthusiasm however this is fading very quickly and not because of me.

With the best regards.
Meb.


1 person marked this as a favorite.
Mebrilia83 wrote:

I am sorry to make this post but I reached the point where I am very frustrated as never happened to me to be unable to pay for a digital product and being meet with absolute poor handling and customer service and I am not even the one that is having it rougher here judging from the posts in the forum.

At this point my patience is running out is such a shame but is what it is I love the rule system however I am not going to wait for a purchase that should be instantaneous to get several days,weeks or months to get processed.

It is clear to me you have problems processing payment and something is extremely wrong in your database I am willing to wait just another day if nothing will happen I will pull off the group of manuals I wanted to buy from my cart.

I am very sorry I went here with excitement and enthusiasm however this is fading very quickly and not because of me.

With the best regards.
Meb.

I am sorry that you are going through this and that they can fix your problem sooner rather than later.


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Thank you for your understanding. I never found myself in a position where i am unable to support the work of a company by buy their product and not only suffering a delay in a digital content but also being treated with absolute military silence in the issue.

I am absolutely shocked how costumers are handled here.


So do i need to make a pact with Asmodeus in order to be able to buy my manuals?

Just saying an update would be appreciated.

Liberty's Edge

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I have dealt with this kind of problem before both professionally in my own career as well as on my own as a consumer so let me see if I can offer some advice that can help. I do NOT work for Paizo in any way nor do I have any true insider information on how their payment system works in a concrete sense but I do have real experience in researching, troubleshooting, and helping in situations that sound EXACTLY like this one in a professional capacity so this is just me trying to offer some potential help that doesn't require waiting on word from Paizo.

This is almost 100% not on Paizo, they have to use a merchant service agency who runs the payments and they do not directly control, influence, or most likely even have accessible records of your card info, that's just how this has to be done for nearly most every non-HUGE publicly traded corporate sales entity on the scale of eBay, Amazon, Google, or Apple as very VERY few other companies can afford to operate payment processing services they can personally control, encrypt, and protect.

Instead, it almost certainly relates to the way in which your address either IS formatted and transcribed by your lender (Some institutions, believe it or not, include that info written in ALL CAPS internally or write out full words which SHOULD be abbreviated such as writing street instead of st) or may relate to the card not actually having ANY address information saved/encoded to the card at all which an increasingly large number of merchant service agencies DO require for online payments, esp when they interface with products interfacing with heavily protected IP and laws which govern it.

You are almost certainly going to have to call your lender and very clearly ask them for the EXACT format letter by letter to ask precisely how they have your information recorded including any/all capitalization and abbreviations. I MAY be wrong, so ensure you have a grain of salt to season the issues should that be the case, but I would suggest your best bet is to call your lender and instruct them to send you a direct copy in writing of exactly how they have your address information recorded via email so you can be sure you're entering that data exactly as it is recorded.


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Themetricsystem wrote:

I have dealt with this kind of problem before both professionally in my own career as well as on my own as a consumer so let me see if I can offer some advice that can help. I do NOT work for Paizo in any way nor do I have any true insider information on how their payment system works in a concrete sense but I do have real experience in researching, troubleshooting, and helping in situations that sound EXACTLY like this one in a professional capacity so this is just me trying to offer some potential help that doesn't require waiting on word from Paizo.

This is almost 100% not on Paizo, they have to use a merchant service agency who runs the payments and they do not directly control, influence, or most likely even have accessible records of your card info, that's just how this has to be done for nearly most every non-HUGE publicly traded corporate sales entity on the scale of eBay, Amazon, Google, or Apple as very VERY few other companies can afford to operate payment processing services they can personally control, encrypt, and protect.

Instead, it almost certainly relates to the way in which your address either IS formatted and transcribed by your lender (Some institutions, believe it or not, include that info written in ALL CAPS internally or write out full words which SHOULD be abbreviated such as writing street instead of st) or may relate to the card not actually having ANY address information saved/encoded to the card at all which an increasingly large number of merchant service agencies DO require for online payments, esp when they interface with products interfacing with heavily protected IP and laws which govern it.

You are almost certainly going to have to call your lender and very clearly ask them for the EXACT format letter by letter to ask precisely how they have your information recorded including any/all capitalization and abbreviations. I MAY be wrong, so ensure you have a grain of salt to season the issues should that be the case, but I would suggest your best bet is to call your...

Thank you for the insight. However i am far to be the only one that has this problem and is also the only time i went in to this with this credit card.If their way to process credit is faulty then is better to address it otherwise costumers would be very unhappy as i am.

I insist because i love the ruleset. I would like to dm it myself. My card is working and is in order so if they are unable to accept it they are the anomaly sadly.

Even burocratic bottle necks are faults.

I do appreciate your time in writing that post was very insightful.

Liberty's Edge

Various different online service purchases have to gate off payment based on different levels of mismatch, and generally speaking, the smaller the business the more strict they will have to be in order to protect themselves so as to reduce the chances of fraud as well as to eliminate the possibility of chargebacks.

The same situation in terms of the company size/scope is probably (almost certainly) why they cannot accept Paypal as well. I'm not trying to downplay the fact that the payment system is inconvenient and less than ideal at all, merely trying to help explain based on my own knowledge.

The card working for other online stores but not for Paizo, if anything, provides strength to the theory that the address you're entering into the payment for does not 100% match what the lender has on file for the card registration as there is next to nothing else that could cause that kind of problem.

I would suggest again, if you haven't already done so, contact your lender and get that information down to the exact letter, number, spaces, and capitalization of it that they have applied to the card. I could of course be wrong and there is some other far more uncommon error going on (or some kind of actual bug taking place) but in my experience helping people with online transactions like take place on this website nearly all such instances of this problem relate in some manner to the AVS and the mismatch codes related. If Paizo is able to get back to you regarding the EXACT AVS error code they have registered for the transactions that can also clue you into what the specific problem is by checking out what that specific error code means by checking out a good FAQ on the subject.

I hope it helps, truly, best of luck!


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Thank you for the insight truly. However i truly believe that is hard for a small business to grow if such problematic contribute for Curstomers to be unable to pay.

Big business brands are a thing but i also used this credit card to donate to small individuals or puchased something from them ((Like top down tokens for my VTT)) so i don't believe this is the case.

And if this is the case is even worse.


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Update: THe customer service finally reached me and told me that my information are not correct even after i been at my bank and i already verified it twice.

Apparently, their credit card merchant is unable to do a verification that apparently all the others can do since i used this card in big companies and small companies as well.

In such a case i am going to pull off my order due to the awful costumer service i received and the terrible billing practice of their that stops transactions that work everywhere else and the little will of help.

You lost a customer and an order of a stock of digital manual of over 100 euro.

My congratulations.

Unbelievable.


Mebrilia83 wrote:

Update: THe customer service finally reached me and told me that my information are not correct even after i been at my bank and i already verified it twice.

Apparently, their credit card merchant is unable to do a verification that apparently all the others can do since i used this card in big companies and small companies as well.

In such a case i am going to pull off my order due to the awful costumer service i received and the terrible billing practice of their that stops transactions that work everywhere else and the little will of help.

You lost a customer and an order of a stock of digital manual of over 100 euro.

My congratulations.

I am sorry that happened.

Unbelievable.


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Wow. What a rollercoaster.


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mikeawmids wrote:
Wow. What a rollercoaster.

Yeah but what i can do? Keep following their credit merchant antics? I mean just google it there are cases like this since the 2017 google gets flooded by people describing my same situation.

I am not going to get another credit card because their credit card merchant does as such abysmal service.

I am pretty sure there should be somehow somewhere a record for that.


I too have experienced this same problem, just today. I was charged for the materials, 60$ and change, to my bank account to only not receive the materials ordered.

Kept going in a loop asking for my verification number on my card, did the order twice, charged once, no receipt or any type of order confirmation.


Yes i think their credit card merchant needs totally to be replaced with someone that does a better job.Like i said before i never had problems with any other order my card always worked and still works everywhere.

The customer service was also useless. And i am not going to make a new credit card just because they are unable to sort their things.

This is a bad display. Just google it. The page will be filled with a long list of people that had the same problem and yet they refuse to aknowledge is a problem.

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