issues with purchasing

[chulainn30]

Hi I have recently tried to purchase a "Book of the Dead" PDF from your website, I put in my details and attempted to place the order.
- there was no confirmation of the order being placed
- I clicked the place order link several times nothing seemed to happen
- it said the transaction was declined
- I checked my bank account to which I found I had 7 pending transactions for the Book of the Dead PDF going to yourselves each costing $14.99/ £12.49

-There is no confirmation email of the order
-There is no PDFS in my downloads

I really just want the one copy I don't want 7 and I really need the money back for the other 6 purchases.

I have already have a ticket with customer support

- does anyone know a time they tend to respond as I live in the UK
- also has anyone else had similar problems?

[orayelle]

Well, I can't help but I'm having the same problem! I'm trying to purchase the AP "Curse of the Crimson Throne" PDF and having the same experience.

After the first time I emailed customer service. The pending charges disappeared after a few days, and then they emailed back confirming that charges won't go through unless there's a confirmation. I tried to buy it again, still no success, and I've yet to get a response this time.

I've tried different browsers, clearing cookies, and two different cards. I got to the page where it asks to confirm my CVV once, but still nothing happened when I tried to place order.

I've got a group waiting for me to get started on this AP, so… Not sure what to do next.

[Steve Geddes]

The most common cause for this issue is a difference in addresses paizo have on file and your credit card company has on file.

If theyve placed an authorisation it often means they pinged your bank and that the ordering process is working. But then there was some mismatch so it didnt go through.

Ive seen problems based on trivial things like commas in the address or capitalisation at the bank but nit on paizos account details.

So my advice is to check precisely what your bank has and make sure paizo's billing address lines up to exactly that. Being super finicky.

I would also raise a query with [e-mail] but they are overwhelmed with queries at the moment, so response times have blown out somewhat.

[LK_Lani]

I'm having the exact same problem here with the Beginner Box (Foundry VTT ver), up to and including list of incomplete orders on my CC statement.

My name, phone number, address and card details are digit-for-digit identical to the ones my CC company has on file for me, as much as possible in the fields given.

I've tried three separate cards - two Visas (one credit, one debit) and a MasterCard. All are registered to the same address and all failed.

Trying to do a bit of amateur sleuthing, the only thing I can think of is that Paizo, for some reason, lists "GREAT BRITAIN" as the county, when every bank in the UK is going to list the country as "UNITED KINGDOM". There is no way I can get around this - my bank won't accept GREAT BRITAIN (quite rightfully, as Great Britain is not the name of any country), while Paizo won't let me use United Kingdom.

This may not be the issue, but it's all I can think of. At this point, I'm going to need to do something weird and shady, like persuading a US friend to make an account and sending them cash through Paypal. I'm also a bit wary that Paizo.com doesn't seem to use Verified by Visa or any other kind of purchase protection that would allow for alternative authorisation... ?

EDIT: I've seen some posts on the Dark Archives release thread that say that the store is currently broken for literally everyone in Europe because of a VAT script that's gone wrong. I'll try with a US address and see what happens.

EDIT AGAIN: It didn't work.

[droideck]

Hello,
I also usually have the transaction was declined message.

One month ago I've subscribed to Pathfinder Rulebook Subscription.
I've decided to start with Pathfinder Dark Archive which I believe should be an awesome book!

Then nothing was deducted from my credit card and the item went to Side Cart.

The support ticket ID is 163110. And it was created on July 24.

Then recently I subscribed to Lost Omens Subscription.
And once again Travel Guide went to Side Cart.

The customer support case is hanging for nearly a month already.
Could you please ship it right away from the side cart?

I'm not sure how to solve the issue with the "transaction was declined" error.
Usually, when I buy something on paizo.com, I always need to add my billing address once again otherwise the transaction is declined (I remove the old billing addresses from time to time).

I'm not sure how to fix the automatic deduction for the Side Cart case.

Please, help me here. My credit card is a fully working Canadian card.
And please, send the side card items as soon as possible, I can't wait for two more months. It's a present.

[Cagiel]

Similar issue when trying to buy item on 15th and 19th August.

Tried the cookies clear out, didn't help.

https://paizo.com/threads/rzs43abl?How-to-Clear-Paizocom-Cookies

Still awaiting feedback on the customer services ticket.

I don't think it's the UK / Great Britain thing as my previous address when I lived there was listed as Great Britain and that previously worked (doesn't work now as that's no longer my address and bank will bounce it).

There's no error message saying why it is failing which is really hindering us. I'm half expecting to see a VISA check pop up, but Paizo.com front end falling apart as it is causing it not to.

[Cagiel]

Checked with the bank today.

In 3 of my 7 attempts at paying for the goods the payment was approved by the bank and transaction approval codes sent (which they reeled of codes, times, and dates), however no monies came out of my account and therefore Paizo did not process the approved transactions. In the remaining 4 attempts the payment was blocked by the bank because of repeat purchases with the same payment details.

In short it looks like the issue is with the Paizo website and their ability to process payments after changing details (card / address).

[Cagiel]

Working with Paizo Customer Support and the Bank. It seems like the system that Paizo use does not like the address the bank has for me, and the bank has an automated put postcode in for address thing.

Working though it slowly but looks like shipping address & Paizo's card verification system are the issue area. Strange though only issue with Paizo.com and not shopping elsewhere online.

[Cagiel]

And sorted, it was 100% the credit card.

While I have moved house and changed my address with the bank, my credit card address did not get updated to match.

If you're having this issue try putting in your old address (and then go speak to your bank about getting your address updated).