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Hello,
Within my gaming group it will soon be my turn to DM after we complete Blood Lords. I have recently been trying to place an order for Seven Dooms for Sandpoint. At first I was trying to purchase the book itself. Then when I realized the pdf was available I tried to purchase that instead.
Initially I assumed there was some issue perhaps on my end or with the browser or with the way I had filled out my payment/shipping details. Whenever I pressed the complete order button the buffering wheel would spin, but no progress is made.
Currently the latest order in my account history is book 2&3 of the Ruby Phoenix Tournament from May of 2022(my 109th successful order, I have supported this company quite a bit over the years). I tried to make a purchase on July 24th and then again today on July 28th, but I ran into the same issues both times.
I opened my banking app today and noticed that I have been charged a total of 12 times for the book and one time for pdf the total amount being just under $1600.00 CAD after being converted from USD.
I want to reiterate I have received zero order confirmation either via email or on my account, presumably you should be able to confirm this on your back end.
Anyways I will be disputing these charges tomorrow with my credit card company when the department for doing so is open. I'm very confused how this is possible. All I wanted was to buy one copy of SDFS not drop $1600.00 for zero products.
I have screenshots to confirm, but it's been a long time since I've used the forums so I can't recall if you're allowed to post external links.
Anyways my feedback is I think the store has consistently had a lot of issues. Ever since Pathfinder 2.0 launched and the fancy GUI front end was put on I've had a very hard time completing basic transactions. I think maybe you need to do more user acceptance testing, the website is just generally slow and clunky. This is the absolute worst though I'm a bit furious to be honest.
Please accept the disputed charges tomorrow once you receive them from my bank.
THANKS!!!
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I agree its a glitch that needs nailing down (maybe an internal ban on placing identical orders within the same day or something) but its likely that they havent charged you, theyve put a hold on the funds (much like hotels or car rental companies sometimes do on checkin).
Unfortunately, many banks online reports dont distinguish between holds and charges.
It is a longrunning issue - I hope the website revamp is still going ahead and the storefront gets some TLC.
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I would email customer.service@paizo.com as you may get the funds released quicker if paizo request they be released than if you do.
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(You are allowed to post external links) I would suggest sending screenshots via email though.
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Hi Steve,
Got home from work just now. Thank you for your help.
I spoke with my bank and they said that the transactions had been posted, but not processed. Much like you explained. I think they'll just disappear after some time due to the fact that the transaction never completed on Pazio's end.
The strange thing is my bank received the requests for payment and posted them, but I have no pending orders on my Pazio account. They did not flag anything as a suspicious transaction. If that's the case then what caused the order processing to fail in the first place. I would guess that it's some kind of website backend error on Pazio's end, but I'm a layman about websites/ecommerce so who knows.
I'll email customer service and get it figured out, but thanks again for going out of your way to be helpful, very cool of you.
No worries, of course.
I suck at e-anything. I placed 1000 or so orders with paizo over the years, so given my IT-incompetence Ive seen all the glitches! :o
This is a longrunning one and I hope they get it sorted eventually. New customers often feel stressed over it.