Yep, I have this same thing happening to me. Very frustrating.
My biggest issue is that there is no direction on how to “fix” this except to wait. Well, waiting doesn’t tell me how to get the book in my hands. I don’t want to get another copy of book, because I don’t want two copies of the book in the case that they “fix” this order and it goes through.
I don’t want to cancel the order, because I don’t want my digital content to be cancelled inadvertently since it was all part of the same bundle.
If you make it hard for people to give you their money, they won’t. As a warning for WotC, my situation is that most of my group is not that interested in the 2024 rules. Maybe, if I got them and was excited about them, that might change. But if I get discouraged and don’t think it’s worth the effort, then this whole group of players (and perhaps associated groups, as my group kind of spiderwebs into other groups) may just skip this version.
BTW, how is that you do not have a phone number for customer service in order fulfillment? This is marketing 101. Once again, stop making it so hard for people to give you money, we will stop at a certain point.
I've been polite, but I've let the forum mod know that I'm angry. I'm angry because my funds have been taken, and my order has been canceled. Imagine ordering a pizza, and your pizza company says you're not getting your pizza but they're keeping your money.
How long would you wait before you lodged an angry complaint?
Well, that's just it. I wouldn't lodge an angry complaint because I know for a fact that the person receiving it is not the person who caused the problem. I would remember that the person I am interacting with on the forums is a person, and one who is trying their best to increase communication with impatient, alarmist users. Then I would remove myself from the situation until I can manage my emotions a bit better and not tell them how to do their job or make implied threats as if that will accomplish anything. Coincidentally, that would allow them the time needed to identify the cause and solution out the problem.
Additionally, if I ordered a pizza and they said I was not getting it but they are keeping the money, I would just contact my credit card company and inform them that what was paid for was not delivered. They would (and have in the past on charges unrelated to pizza), reversed the charge and then I would be able to buy pizza elsewhere, never spending money again on a pizza company that has intentionally tried to steal from me. That is not happening here though because it was clearly unintended, and have actively given you the means to initiate some resolution process to make you whole.
No one is stealing from you. It has taken you just over 24 hours to go from 'understanding that billing errors happen', to pounding the keyboard with accusations of theft. This is not even enough time for customer service to address your ticket when they are NOT slammed with thousands of users with the exact same problem. This is an operational hiccup and the only damage done is a little wait time until you get either a refund or you get the product. It is inconvenient, but that's all it is. If you need to be angry about that though, then be angry I guess. Whatever. I am just pointing out how it looks and feels as someone who has been on the other side of the counter, but I can't make you care about that.
I've been polite, but I've let the forum mod know that I'm angry. I'm angry because my funds have been taken, and my order has been canceled. Imagine ordering a pizza, and your pizza company says you're not getting your pizza but they're keeping your money.
How long would you wait before you lodged an angry complaint?
Well, that's just it. I wouldn't lodge an angry complaint because I know for a fact that the person receiving it is not the person who caused the problem. I would remember that the person I am interacting with on the forums is a person, and one who is trying their best to increase communication with impatient, alarmist users. Then I would remove myself from the situation until I can manage my emotions a bit better and not tell them how to do their job or make implied threats as if that will accomplish anything. Coincidentally, that would allow them the time needed to identify the cause and solution out the problem.
Additionally, if I ordered a pizza and they said I was not getting it but they are keeping the money, I would just contact my credit card company and inform them that what was paid for was not delivered. They would (and have in the past on charges unrelated to pizza), reversed the charge and then I would be able to buy pizza elsewhere, never spending money again on a pizza company that has intentionally tried to steal from me. That is not happening here though because it was clearly unintended, and have actively given you the means to initiate some resolution process to make you whole.
No one is stealing from you. It has taken you just over 24 hours to go from 'understanding that billing errors happen', to pounding the keyboard with accusations of theft. This is not even enough time for customer service to address your ticket when they are NOT slammed with thousands of users with the exact same problem. This is an operational hiccup and the only damage done is a little wait time until you get either a refund or you get the product. It is inconvenient, but that's all it is. If you need to be angry about that though, then be angry I guess. Whatever. I am just pointing out how it looks and feels as someone who has been on the other side of the counter, but I can't make you care about that.
Would you like to apologize more for a company that is currently screwing thousands of customers? Because that's all this sounds like. It's an awful take on this situation because they are literally stealing from us. They have our money, and we don't have our product. That is basic 101 theft, and their response has been nil, except for 1 person saying to do the obvious, submit support tickets. This isn't a situation where people are unhappy because of a change, it's because THEY HAVE OUR MONEY AND OUR PRODUCTS.
I've been polite, but I've let the forum mod know that I'm angry. I'm angry because my funds have been taken, and my order has been canceled. Imagine ordering a pizza, and your pizza company says you're not getting your pizza but they're keeping your money.
How long would you wait before you lodged an angry complaint?
Well, that's just it. I wouldn't lodge an angry complaint because I know for a fact that the person receiving it is not the person who caused the problem. I would remember that the person I am interacting with on the forums is a person, and one who is trying their best to increase communication with impatient, alarmist users. Then I would remove myself from the situation until I can manage my emotions a bit better and not tell them how to do their job or make implied threats as if that will accomplish anything. Coincidentally, that would allow them the time needed to identify the cause and solution out the problem.
Additionally, if I ordered a pizza and they said I was not getting it but they are keeping the money, I would just contact my credit card company and inform them that what was paid for was not delivered. They would (and have in the past on charges unrelated to pizza), reversed the charge and then I would be able to buy pizza elsewhere, never spending money again on a pizza company that has intentionally tried to steal from me. That is not happening here though because it was clearly unintended, and have actively given you the means to initiate some resolution process to make you whole.
No one is stealing from you. It has taken you just over 24 hours to go from 'understanding that billing errors happen', to pounding the keyboard with accusations of theft. This is not even enough time for customer service to address your ticket when they are NOT slammed with thousands of users with the exact same problem. This is an operational hiccup and the only damage done is a little wait time until you get either a refund or you get the product. It is inconvenient, but that's all it is. If you need to be angry about that though, then be angry I guess. Whatever. I am just pointing out how it looks and feels as someone who has been on the other side of the counter, but I can't make you care about that.
Would you like to apologize more for a company that is currently screwing thousands of customers? Because that's all this sounds like. It's an awful take on this situation because they are literally stealing from us. They have our money, and we don't have our product. That is basic 101 theft, and their response has been nil, except for 1 person saying to do the obvious, submit support tickets. This isn't a situation where people are unhappy because of a change, it's because THEY HAVE OUR MONEY AND OUR PRODUCTS.
Mithic1 - I'll play along. What is the intent of WotC charging customers and then canceling orders without refund?
I just looked into this. I paid with Paypal as I had grant money there (the bundle purchase was for our school tabletop gaming club). It doesn't let me put paypal as an option. Very strange.
You're lucky you didn't use Paypal then. Still no new charges on my Paypal account.
Smh. One reason I preordered the bundle was for the discount, but if it no longer applies because the bundle was broken, I would regret not having just preordered the alternative cover from my LGS instead.
Would you like to apologize more for a company that is currently screwing thousands of customers? Because that's all this sounds like. It's an awful take on this situation because they are literally stealing from us. They have our money, and we don't have our product. That is basic 101 theft, and their response has been nil, except for 1 person saying to do the obvious, submit support tickets. This isn't a situation where people are unhappy because of a change, it's because THEY HAVE OUR MONEY AND OUR PRODUCTS.
How are people being 'screwed'? If you think someone posting with a reminder that the people on the receiving end of this rage are human beings who are NOT responsible for the error makes me an apologist, sure, I would love to and thank you for giving me permission to do so.
How are they stealing? Explain how if they are working on a solution for you, this is theft and not just an operational error that virtually every business has experienced at one point or another? Then explain why that would justify you treating other people like garbage. I would love to see you try to rationalize abuse while calling me an apologist. Please, do go on.
I'm confused as to why Wizards is going to attempt to bill me for something they already have my money for.
I have a paypal record for a debit for the pre-order. I've already paid for this product. Everyone please check your paypal records so they don't bill you twice, which, so far as I can tell from what they've said, is what they intend to do. I'm happy to provide proof of payment, but I need to know who to provide it to, and in what format. I've still not received any confirmation that my support ticket has been put into a queue.
From what I can tell, Wizards still does not know that they billed me, and they insist on billing me a second time at what appears to be full price for an item I paid a discount for because of a pre-order.
Folks, take care that this does not happen to you as well.
I do apologize if public text about being angry regarding this situation upsetting to some people who carry trauma from working customer service. Going forward I won't say "I'm mad" about anything here.
Maybe your statement is different, but when I went into Paypal I was originally not billed for the entire amount. I was surprised they hadn't billed me for the whole amount. That seemed weird.
You should have only actually paid for the digital books.
Your PayPal transaction records should show an *authorization* for the full purchase price of the physical+digital bundle, but you should only have payed for the digital books plus taxes so far.
The price of the physical books should only actually come out of whatever payment method is tied to your PayPal when the books actually ship.
Howdy -- first timer here. Boy oh boy do I empathize with the Customer Service team having to handle this debacle, and after reading through this thread, I have to shout out LT for the earnest effort to reassure folks here. (I work in Customer Service and I know firsthand how crummy things can be, especially when things go sideways. Please remember that CS employees are generally trying their best to help under fraught circumstances -- and typically, said circumstances are not their fault! It can be tough feeling like a human firewall... but I digress.)
With all of that said, there are a few communication issues that are really contributing to the sense that Wizards is seriously fumbling the bag here, and most of this seems to stem from the automated messaging we've received (or haven't received) thus far. Though it's reassuring to know I'm far from the only one affected by this issue, it's kind of wild that I ended up digging into this forum thread to find that out.
Few things -- and if anyone at WotC feels like running any of this up the flagpole, feel free.
1. Initial charges. I don't know about the rest of you, but I ordered the bundle of core rulebooks and the digital downloads. I was charged by PayPal, but it wasn't for the full amount -- it was a little over 1/3 of the total though. While it's true that the math wasn't mathing, exactly, I kind of assumed this was just because they would charge us for one book at a time, which made sense in my head given the staggered release dates. [EDIT: I just figured out while writing this that the total charge likely came from the $59.99 for the PHB bundle, plus the tax for the entire bundle purchase. That math checks out, but it's weird to have to figure that out on your own. The itemized order receipt had the breakdown of all six items, of course, but that didn't align with the PayPal charge.]
2. Failed payment and cancellation charges. The failed payment notice alone might have been enough to alarm me, but to have that followed up by an immediate cancellation notice certainly threw gasoline on that fire. Probably an automated system and nothing deliberately malicious, but still. To make matters worse, the message specifically indicated the problem was regarding the PHB -- the one just around the corner for many of us, and again, the one which I thought I had already paid for, as I assume most of you had as well. Additionally, the failed charge was for a different total altogether. [Again, doing the math here, and it looks like there was an attempted charge for just the physical copy, $49.99, minus $12.49 discount, then plus tax. Still, doesn't seem like that makes much sense either, as the whole deal with the preorder and discount was with the digital copy... and it sounds like many of us had seen a payment go through already, whether through PayPal or elsewhere.]
3. Ticket submission. Responses are going to take time; I get that, and I did receive an automated confirmation, which was great. However, in the ticket I submitted, I did ask about the fact that I had already been charged for the PHB. When I received the "Order Cancellation Update" email a short while ago, that initially seemed reassuring, though it specifically stated that "we will attempt to reprocess the order so you can get the product you ordered." But... does that mean... you'd attempt to charge for the PHB again? That part is unclear. (To further complicate things, the customer support link provided in that email -- https://dnd-support.wizards.com/hc/en-us/requests/new?ticket_form_id=8640713998484 -- is not the same as the D&D Beyond support ticket page, which is https://dndbeyond-support.wizards.com/hc/en-us/requests/new, which make me wonder if the original support ticket I submitted even went to the right place. As I'm sure you can understand, this further confuses things, especially if customers don't know where our messages are going to go* and which team can help resolve the issue.)
Anyway, apologies for the long post here, but hopefully it's helpful to the CS team, and perhaps some of this will resonate with some of the other folks here who may have had a similar experience and/or aren't sure what to do at this point. Hoping this is resolved soon, and best of luck to all involved -- I get how this can be frustrating all around.
*Fun fact I just learned: although I have a Google login for D&D Beyond, turns out I do not have one for the Wizards/Hasbro page -- couldn't submit a ticket there because the only options for the dnd-support page were a direct login or a login through Steam, neither of which I have. 🤷🏻♂️
Yep, I have this same thing happening to me. Very frustrating.
My biggest issue is that there is no direction on how to “fix” this except to wait. Well, waiting doesn’t tell me how to get the book in my hands. I don’t want to get another copy of book, because I don’t want two copies of the book in the case that they “fix” this order and it goes through.
I don’t want to cancel the order, because I don’t want my digital content to be cancelled inadvertently since it was all part of the same bundle.
If you make it hard for people to give you their money, they won’t. As a warning for WotC, my situation is that most of my group is not that interested in the 2024 rules. Maybe, if I got them and was excited about them, that might change. But if I get discouraged and don’t think it’s worth the effort, then this whole group of players (and perhaps associated groups, as my group kind of spiderwebs into other groups) may just skip this version.
BTW, how is that you do not have a phone number for customer service in order fulfillment? This is marketing 101. Once again, stop making it so hard for people to give you money, we will stop at a certain point.
Discord: Malcador#4830
Well, that's just it. I wouldn't lodge an angry complaint because I know for a fact that the person receiving it is not the person who caused the problem. I would remember that the person I am interacting with on the forums is a person, and one who is trying their best to increase communication with impatient, alarmist users. Then I would remove myself from the situation until I can manage my emotions a bit better and not tell them how to do their job or make implied threats as if that will accomplish anything. Coincidentally, that would allow them the time needed to identify the cause and solution out the problem.
Additionally, if I ordered a pizza and they said I was not getting it but they are keeping the money, I would just contact my credit card company and inform them that what was paid for was not delivered. They would (and have in the past on charges unrelated to pizza), reversed the charge and then I would be able to buy pizza elsewhere, never spending money again on a pizza company that has intentionally tried to steal from me. That is not happening here though because it was clearly unintended, and have actively given you the means to initiate some resolution process to make you whole.
No one is stealing from you. It has taken you just over 24 hours to go from 'understanding that billing errors happen', to pounding the keyboard with accusations of theft. This is not even enough time for customer service to address your ticket when they are NOT slammed with thousands of users with the exact same problem. This is an operational hiccup and the only damage done is a little wait time until you get either a refund or you get the product. It is inconvenient, but that's all it is. If you need to be angry about that though, then be angry I guess. Whatever. I am just pointing out how it looks and feels as someone who has been on the other side of the counter, but I can't make you care about that.
DM mostly, Player occasionally | Session 0 form | He/Him/They/Them
EXTENDED SIGNATURE!
Doctor/Published Scholar/Science and Healthcare Advocate/Critter/Trekkie/Gandalf with a Glock
Try DDB free: Free Rules (2024), premade PCs, adventures, one shots, encounters, SC, homebrew, more
Answers: physical books, purchases, and subbing.
Check out my life-changing
Would you like to apologize more for a company that is currently screwing thousands of customers? Because that's all this sounds like. It's an awful take on this situation because they are literally stealing from us. They have our money, and we don't have our product. That is basic 101 theft, and their response has been nil, except for 1 person saying to do the obvious, submit support tickets. This isn't a situation where people are unhappy because of a change, it's because THEY HAVE OUR MONEY AND OUR PRODUCTS.
Yall, check your emails. Just got an email addressing this!
Just got a notice that in the next 24 hours they are going to revert the cancellation.
So will we need to do anything to make sure the charge actually goes through this time? The email sent a moment ago did not clarify…
I'd double check the Payment method you have set as default on the Marketplace.
I did, and whatever I'd had originally was gone.
Obviously, I made sure there's a card on there now!
Mithic1 - I'll play along. What is the intent of WotC charging customers and then canceling orders without refund?
I just looked into this. I paid with Paypal as I had grant money there (the bundle purchase was for our school tabletop gaming club). It doesn't let me put paypal as an option. Very strange.
Just got my email from support. Hopefully this resolves the issue.
You're lucky you didn't use Paypal then. Still no new charges on my Paypal account.
Smh. One reason I preordered the bundle was for the discount, but if it no longer applies because the bundle was broken, I would regret not having just preordered the alternative cover from my LGS instead.
How are people being 'screwed'? If you think someone posting with a reminder that the people on the receiving end of this rage are human beings who are NOT responsible for the error makes me an apologist, sure, I would love to and thank you for giving me permission to do so.
How are they stealing? Explain how if they are working on a solution for you, this is theft and not just an operational error that virtually every business has experienced at one point or another? Then explain why that would justify you treating other people like garbage. I would love to see you try to rationalize abuse while calling me an apologist. Please, do go on.
DM mostly, Player occasionally | Session 0 form | He/Him/They/Them
EXTENDED SIGNATURE!
Doctor/Published Scholar/Science and Healthcare Advocate/Critter/Trekkie/Gandalf with a Glock
Try DDB free: Free Rules (2024), premade PCs, adventures, one shots, encounters, SC, homebrew, more
Answers: physical books, purchases, and subbing.
Check out my life-changing
I'm confused as to why Wizards is going to attempt to bill me for something they already have my money for.
I have a paypal record for a debit for the pre-order. I've already paid for this product. Everyone please check your paypal records so they don't bill you twice, which, so far as I can tell from what they've said, is what they intend to do. I'm happy to provide proof of payment, but I need to know who to provide it to, and in what format. I've still not received any confirmation that my support ticket has been put into a queue.
From what I can tell, Wizards still does not know that they billed me, and they insist on billing me a second time at what appears to be full price for an item I paid a discount for because of a pre-order.
Folks, take care that this does not happen to you as well.
I do apologize if public text about being angry regarding this situation upsetting to some people who carry trauma from working customer service. Going forward I won't say "I'm mad" about anything here.
Maybe your statement is different, but when I went into Paypal I was originally not billed for the entire amount. I was surprised they hadn't billed me for the whole amount. That seemed weird.
But that would explain it.
Good call, will give that a shot.
Similar story here. Error after preorder via PayPal. Got notice they'll retry in 24 hours.
Gonna log off and breathe. Hope some of y'all will too
You should have only actually paid for the digital books.
Your PayPal transaction records should show an *authorization* for the full purchase price of the physical+digital bundle, but you should only have payed for the digital books plus taxes so far.
The price of the physical books should only actually come out of whatever payment method is tied to your PayPal when the books actually ship.
Ordered the bundle and digital and had only the Physical PHB canceled.
When I go to my order history it lists the digital items at full price...
Should I put a new billing option in D&D beyond to cover just in case it fails in hitting paypal again?
Howdy -- first timer here. Boy oh boy do I empathize with the Customer Service team having to handle this debacle, and after reading through this thread, I have to shout out LT for the earnest effort to reassure folks here. (I work in Customer Service and I know firsthand how crummy things can be, especially when things go sideways. Please remember that CS employees are generally trying their best to help under fraught circumstances -- and typically, said circumstances are not their fault! It can be tough feeling like a human firewall... but I digress.)
With all of that said, there are a few communication issues that are really contributing to the sense that Wizards is seriously fumbling the bag here, and most of this seems to stem from the automated messaging we've received (or haven't received) thus far. Though it's reassuring to know I'm far from the only one affected by this issue, it's kind of wild that I ended up digging into this forum thread to find that out.
Few things -- and if anyone at WotC feels like running any of this up the flagpole, feel free.
1. Initial charges. I don't know about the rest of you, but I ordered the bundle of core rulebooks and the digital downloads. I was charged by PayPal, but it wasn't for the full amount -- it was a little over 1/3 of the total though. While it's true that the math wasn't mathing, exactly, I kind of assumed this was just because they would charge us for one book at a time, which made sense in my head given the staggered release dates. [EDIT: I just figured out while writing this that the total charge likely came from the $59.99 for the PHB bundle, plus the tax for the entire bundle purchase. That math checks out, but it's weird to have to figure that out on your own. The itemized order receipt had the breakdown of all six items, of course, but that didn't align with the PayPal charge.]
2. Failed payment and cancellation charges. The failed payment notice alone might have been enough to alarm me, but to have that followed up by an immediate cancellation notice certainly threw gasoline on that fire. Probably an automated system and nothing deliberately malicious, but still. To make matters worse, the message specifically indicated the problem was regarding the PHB -- the one just around the corner for many of us, and again, the one which I thought I had already paid for, as I assume most of you had as well. Additionally, the failed charge was for a different total altogether. [Again, doing the math here, and it looks like there was an attempted charge for just the physical copy, $49.99, minus $12.49 discount, then plus tax. Still, doesn't seem like that makes much sense either, as the whole deal with the preorder and discount was with the digital copy... and it sounds like many of us had seen a payment go through already, whether through PayPal or elsewhere.]
3. Ticket submission. Responses are going to take time; I get that, and I did receive an automated confirmation, which was great. However, in the ticket I submitted, I did ask about the fact that I had already been charged for the PHB. When I received the "Order Cancellation Update" email a short while ago, that initially seemed reassuring, though it specifically stated that "we will attempt to reprocess the order so you can get the product you ordered." But... does that mean... you'd attempt to charge for the PHB again? That part is unclear. (To further complicate things, the customer support link provided in that email -- https://dnd-support.wizards.com/hc/en-us/requests/new?ticket_form_id=8640713998484 -- is not the same as the D&D Beyond support ticket page, which is https://dndbeyond-support.wizards.com/hc/en-us/requests/new, which make me wonder if the original support ticket I submitted even went to the right place. As I'm sure you can understand, this further confuses things, especially if customers don't know where our messages are going to go* and which team can help resolve the issue.)
Anyway, apologies for the long post here, but hopefully it's helpful to the CS team, and perhaps some of this will resonate with some of the other folks here who may have had a similar experience and/or aren't sure what to do at this point. Hoping this is resolved soon, and best of luck to all involved -- I get how this can be frustrating all around.
*Fun fact I just learned: although I have a Google login for D&D Beyond, turns out I do not have one for the Wizards/Hasbro page -- couldn't submit a ticket there because the only options for the dnd-support page were a direct login or a login through Steam, neither of which I have. 🤷🏻♂️