For me, I paid via PayPal and didn't realize they didn't pull the full amount. They tried to pull the remainder this morning before my paycheck hit my account and it canceled due to lack of funds. However, I did eventually get another email stating they'll try again tomorrow and if everything goes correctly (it will) then my order will proceed.
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 resonates 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. 🤷🏻♂️
Initial charge was the full amount. You see about 1/3 now because it looks like they somehow modified the amount sometime in between.
My initial charge was 67 dollars, not the full amount for the bundle. Nothing changed - my credit card statement from June shows 67 dollars, same as paypal.
Really appreciate the update here since so many people are impacted. Got the notification that it will be reprocessed soon. I used Paypal originally but added a default credit card to my account so hopefully that helps if they're unable to go through Paypal anymore.
Assuming the payment goes through and there's no longer an issue, my only regret is not realizing the Paypal problem hit my last order, too. Like maybe if those of us it impacted back in August knew it at the time this whole mess might've been avoided.
Goodness. Glad I found this thread. While I did not have the PayPal issue, I was completely confused over how they are charging for this bundle. My gentle feedback is it would be helpful in the future to have clearer wording/itemization for bundles.
Also had my PHB order canceled. One more to the pile. Put in a support ticket and will just wait.
Also I had trouble on the shipping page where I clicked to go to payment and it just did nothing and stayed on the shipping page. My real job is web developer and I did some poking, console errors were about regex not being valid on the email input field. Didn't see an easy way to fix that but I could just go directly to the payment page (change url from ...shipping#shipping to ...payment#payment) and was able to proceed from there and place the order.
If you are also stuck on the shipping page you could try the above fix. Not sure where I would even report a bug like that.
I get the feeling there is a bunch of crappy technical issues happening in the back end probably causing this since I was also spotting checkout issues like that (no one wants checkout issues).
My initial charge was $189.96. My invoice contained list price and discount for the 6 items, one digital one physical copy of each book. It's possible that I was charged just for the digital copies. Also, the money did get sent via PayPal. It wasn't a hold or an authorization.
Retrospectively Wizards should have been much more clear about the process and charges when this all started.
I think we all deserve an explanation of what the charges and discounts should be. The initial suggestion was that I just go and repurchase the books at list price, and there was no indication I'd be refunded for what I'd paid initially. That would make sense if I'd only paid for digital, but none of us who took advantage of the pre-order.
I tried to include my invoice but it's rather long, so I edited it out. Let me know if anyone wants me to post it.
Same. Ran into this issue and didn’t even use paypal. And it says the order is already paid on the order history itself, except for the canceled one :(
I always manually choose what funds I am pulling from on PayPal, selecting a credit or a dedicated online only debit card. As such I had not checked my listed "Preferred" method of payment on the PayPal side of things. It was set to their Credit account, which I had too close to my limit. I suspect this is the reason for all the chaos. We thought we were paying the full amount when we did the pre-order, cause that is what it looked like... and I chose the card I wanted at that time through a browser transaction. When this additional charge was run, it looks like it did not cache that method and just routed to Preferred method on PayPal. With the 24 hour notice, I went and double checked everything and switched it so I'm suspecting it will go right through this time but would have failed again if I left it the same. If this does happen successfully, I'll post again and update.
My cards are paid off regularly, and I got the same message. Looks like it's not just PayPal.
Best practices for setting payments up in pre-orders like this is to put the order in some form of hold and give the person who's card was declined some time to pay what's owed, or generate a short term discount code so no one is paying list price if they should have gotten a discount for paying early.
I believe my issue may be a bit different, I submitted a ticket on Tuesday that included copies of my D&D Beyond and PayPal Transactions, however when checking my PayPal Transaction history today my June 18th transaction of $189.78 has now been modified. I typically wouldn't be too alarmed, except that a bulk of my purchase was made from a positive PayPal balance ($122.31) and $67.47 being paid by my credit card. When looking at my PayPal transaction today it now shows a different transaction number and now only list the $67.47 being paid by my credit card and the $122.31 has been removed from the transaction, but there is not a refund or explanation of what happened to the $122.31. I opened a PayPal resolution ticket so hopefully they can help answer what happened to my $122.31.
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.
They have products we paid for, and they didn't release instead they canceled them with no resolution and no follow-up for 48 hours. They still haven't officially responded with anything other than open support tickets. I don't care if it's an error, it's still theft until they either refund me, or uncancel my order. I was charged 190 dollars, I have my receipts and bank statements reflecting as such. You can keep making excuse after excuse for this companies poor support, but it's absolute trash support and I have no respect for a company that can't keep a minimal level of customer service even if there is a "Mistake/operational error". The first thing they should have done is issued a statement, emailed people, or put something out on the frontpage. Instead they have continued to putz with no word and no refund or undoing the cancellation.
Exactly who am I treating like garbage? The fictional customer service that HASN'T RESPONDED? Nah, that's on them fam, they need to up their game or they need to completely fire their customer support teams. All we got was some community manager saying the obvious and that's basically infuriating the problem not helping it. WOTC is a failing company, and seeing that they can't do basic customer service, I can see why they keep getting products canceled, and why this 2024 refresh is such a piss poor edition.
I used a credit card for the bundle of physical and digital and got the digital stuff and still showing two books are good but got the email that my 2024 PH was canceled. I sent an email to their “help” department for a DndBeyond Market Place Issue. That was two hours ago no reply yet. I’d be really upset if they try to make me pay $49.99 for the book when it should be $37.50 for the bundle price.
*side note, there was more than enough money on the card I used and it is still showing the $179.97 charge. I have sent them emails prior stating how they “bundle” things is a problem and causes issues. Hopefully this gets resolved for all of us ASAP
Same here. Paypal. I emailed them back and it apparently opened a ticket, but it seems to be for their app support...
I have since added a card to my preferred payment methods so this doesn't happen to the other two books. But I got the bundle, so I can't just individually preorder PHB and get that discount again.
For me, I paid via PayPal and didn't realize they didn't pull the full amount. They tried to pull the remainder this morning before my paycheck hit my account and it canceled due to lack of funds. However, I did eventually get another email stating they'll try again tomorrow and if everything goes correctly (it will) then my order will proceed.
fun times!!!
Initial charge was the full amount. You see about 1/3 now because it looks like they somehow modified the amount sometime in between.
My initial charge was 67 dollars, not the full amount for the bundle. Nothing changed - my credit card statement from June shows 67 dollars, same as paypal.
Really appreciate the update here since so many people are impacted. Got the notification that it will be reprocessed soon. I used Paypal originally but added a default credit card to my account so hopefully that helps if they're unable to go through Paypal anymore.
Assuming the payment goes through and there's no longer an issue, my only regret is not realizing the Paypal problem hit my last order, too. Like maybe if those of us it impacted back in August knew it at the time this whole mess might've been avoided.
Same here. Any news yet?
Just got an email here that they are going to reprocess my preorder in the next 24 hours, so, I'm hoping this is a fix for it!
Goodness. Glad I found this thread. While I did not have the PayPal issue, I was completely confused over how they are charging for this bundle. My gentle feedback is it would be helpful in the future to have clearer wording/itemization for bundles.
Also had my PHB order canceled. One more to the pile. Put in a support ticket and will just wait.
Also I had trouble on the shipping page where I clicked to go to payment and it just did nothing and stayed on the shipping page. My real job is web developer and I did some poking, console errors were about regex not being valid on the email input field. Didn't see an easy way to fix that but I could just go directly to the payment page (change url from ...shipping#shipping to ...payment#payment) and was able to proceed from there and place the order.
If you are also stuck on the shipping page you could try the above fix. Not sure where I would even report a bug like that.
I get the feeling there is a bunch of crappy technical issues happening in the back end probably causing this since I was also spotting checkout issues like that (no one wants checkout issues).
My initial charge was $189.96. My invoice contained list price and discount for the 6 items, one digital one physical copy of each book. It's possible that I was charged just for the digital copies. Also, the money did get sent via PayPal. It wasn't a hold or an authorization.
Retrospectively Wizards should have been much more clear about the process and charges when this all started.
I think we all deserve an explanation of what the charges and discounts should be. The initial suggestion was that I just go and repurchase the books at list price, and there was no indication I'd be refunded for what I'd paid initially. That would make sense if I'd only paid for digital, but none of us who took advantage of the pre-order.
I tried to include my invoice but it's rather long, so I edited it out. Let me know if anyone wants me to post it.
Ty for the response and the link to the support. Ticket added.
I got an email after mine was cancelled to say that they were attempting the process again.
Same. Ran into this issue and didn’t even use paypal. And it says the order is already paid on the order history itself, except for the canceled one :(
I always manually choose what funds I am pulling from on PayPal, selecting a credit or a dedicated online only debit card. As such I had not checked my listed "Preferred" method of payment on the PayPal side of things. It was set to their Credit account, which I had too close to my limit. I suspect this is the reason for all the chaos. We thought we were paying the full amount when we did the pre-order, cause that is what it looked like... and I chose the card I wanted at that time through a browser transaction. When this additional charge was run, it looks like it did not cache that method and just routed to Preferred method on PayPal. With the 24 hour notice, I went and double checked everything and switched it so I'm suspecting it will go right through this time but would have failed again if I left it the same. If this does happen successfully, I'll post again and update.
My cards are paid off regularly, and I got the same message. Looks like it's not just PayPal.
Best practices for setting payments up in pre-orders like this is to put the order in some form of hold and give the person who's card was declined some time to pay what's owed, or generate a short term discount code so no one is paying list price if they should have gotten a discount for paying early.
I believe my issue may be a bit different, I submitted a ticket on Tuesday that included copies of my D&D Beyond and PayPal Transactions, however when checking my PayPal Transaction history today my June 18th transaction of $189.78 has now been modified. I typically wouldn't be too alarmed, except that a bulk of my purchase was made from a positive PayPal balance ($122.31) and $67.47 being paid by my credit card. When looking at my PayPal transaction today it now shows a different transaction number and now only list the $67.47 being paid by my credit card and the $122.31 has been removed from the transaction, but there is not a refund or explanation of what happened to the $122.31. I opened a PayPal resolution ticket so hopefully they can help answer what happened to my $122.31.
They have products we paid for, and they didn't release instead they canceled them with no resolution and no follow-up for 48 hours. They still haven't officially responded with anything other than open support tickets. I don't care if it's an error, it's still theft until they either refund me, or uncancel my order. I was charged 190 dollars, I have my receipts and bank statements reflecting as such. You can keep making excuse after excuse for this companies poor support, but it's absolute trash support and I have no respect for a company that can't keep a minimal level of customer service even if there is a "Mistake/operational error". The first thing they should have done is issued a statement, emailed people, or put something out on the frontpage. Instead they have continued to putz with no word and no refund or undoing the cancellation.
Exactly who am I treating like garbage? The fictional customer service that HASN'T RESPONDED? Nah, that's on them fam, they need to up their game or they need to completely fire their customer support teams. All we got was some community manager saying the obvious and that's basically infuriating the problem not helping it. WOTC is a failing company, and seeing that they can't do basic customer service, I can see why they keep getting products canceled, and why this 2024 refresh is such a piss poor edition.
I used a credit card for the bundle of physical and digital and got the digital stuff and still showing two books are good but got the email that my 2024 PH was canceled. I sent an email to their “help” department for a DndBeyond Market Place Issue. That was two hours ago no reply yet. I’d be really upset if they try to make me pay $49.99 for the book when it should be $37.50 for the bundle price.
*side note, there was more than enough money on the card I used and it is still showing the $179.97 charge. I have sent them emails prior stating how they “bundle” things is a problem and causes issues. Hopefully this gets resolved for all of us ASAP
Same here. Paypal. I emailed them back and it apparently opened a ticket, but it seems to be for their app support...
I have since added a card to my preferred payment methods so this doesn't happen to the other two books. But I got the bundle, so I can't just individually preorder PHB and get that discount again.
Same here!