Hi LaTia! Thanks for the update! Let me explain my situation again, because it does not seem to fir your two options
So far as I can tell, I was billed the full amount for the bundle via PayPal when the pre-order was selected. I'm told I will be re-charged for the PHB order. The email was not clear if the charge was for the bundle or for just the physical book, or the amount that was attempted to be debited, but I assure you there was no notice of anything getting declined from PayPal
I did get an email saying there would be an attempted re-charge.
1) Am I incorrect in thinking that the $189.96 you folks debited me for was the entire amount of my pre-order, or should I have expected more charges. The initial email seemed to indicate$189.96 was the full amount. Is this incorrect?
2) When I your system attempts to re-bill me will it be for what I should be paying based on my pre-order or will it be for some other price?
I'm happy to wait until end of day here to see what happens, I'm just not sure what y'all expect will happen.
Thanks so much for all your help.
Hi! Very happy we could start to turn this around for you. :)
So I don't have visibility into what places a customer into either category other than what's said in the update, but what you're saying sounds like you're more fit for category 2.
1. That sounds correct to me.
2. Again, fully me speaking here, but my impression is that if you were billed for the full bundle, when you get re-billed, it'll be for the full bundle again.
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Your Friendly Neighborhood Community Manager (she/her) You can call me LT. :)
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I've been quietly following along here as I'm in the PayPal boat myself. Just a logistic question on this since I haven't seen any un-cancelation or attempts to charge my account, these mass efforts to resolve the issue for folks isn't going to get our support tickets blanketly closed out is it? Can we expect someone to be reaching out to us to confirm our ticket is resolved?
As an aside, it would be really nice if WoTC could be more transparent about this issue or at least prioritize these tickets rather than working them as normal with all other logged support requests. It seems to me that issues related to revenue and monies should take higher priority than issues related to say, digital content.
Hi LaTia - Thanks for the quick reply. When I was billed for the full bundle, nothing was declined. Nothing was refunded. From my best understanding through looking at PayPal, that money left my PayPal account.
Do you mean that I'll be billed twice for the same thing? I can't imagine that's what you think should happen.
I'm fine with a refund and a rebill of the same amount. Silly, but whatever. I'm not good with the idea that I have to pay a second time to get something that Wizards already took my payment for. What am I not understanding here?
I used paypal. I didn’t get a “will retry” email, it was cancelled right after. I didn’t have funding issue and I didn’t cancel autopay agreement either. So it looks like I’m neither first nor second case but I need help.
Also I created ticket but received no response.
I am stuck in the same boat. I still haven’t been contacted by customer support and I’m pretty bummed. No communication in two days after I opened a ticket is really sketchy. I now know to never order anything physical from dndbeyond ever again. Lesson learned.
24 hours pass, no email follow-up, no cancellation cancel. Customer Service is still not responding to ticket promptly. This needs to be escalated up the chain, but apparently we are just stock with plenty of false promises.
24 hours pass, no email follow-up, no cancellation cancel. Customer Service is still not responding to ticket promptly. This needs to be escalated up the chain, but apparently we are just stock with plenty of false promises.
2 days with no response on my ticket. Expect to be waiting. We get punished for preordering and can’t even get our physical copy when others are getting theirs and have shipping confirmation. What’s the point in ordering anything directly from DndBeyond ever again or preordering when they can’t deliver? How hard is it to get customer service to get all hands on deck to take care of this? Something is seriously wrong in the chain of command when they can’t sort this out within two days.
Hi LaTia, thank you for helping us out. I expect you are going to get bombarded by these replies soon but since its past 8pm EDT I wanted to raise the flag as you said. I am one of the paypal group 2 but I haven't seen any emails or replies to my support ticket today.
Just coming to say I am in category one and have yet to have a re-charge or anything. I assume this problem is bigger than they thought and are still working on it but since it is past their initial 24 hour assessment it would be great if they could send us another email update.
Just coming to say I am in category one and have yet to have a re-charge or anything. I assume this problem is bigger than they thought and are still working on it but since it is past their initial 24 hour assessment it would be great if they could send us another email update.
Same. I got email that they would attempt another charge in 24 hours over 24 hours ago, and....crickets.
very strange they told me yesterday I'd be getting my product and they just had to reattempt the payment as of 4 hrs ago. But still nothing has been charged. I even added my debit card to the payment method just to be safe and contacted them with no response.
Still no update, but I'd also just like to point out how messed-up what Wizards has done here is in term of charging. As I've gathered from this thread, and from my own experience, they have charged us ~$60-80 for the 'digital' content, when this should have cost us $30 (This is the logical thing since digital resources become $10 ea. when accompanied by the physical item for a total purchase of 179.97 + tax)
So I'm not really even free to eat the inconvenience of this whole thing and just go buy the physical books because I've already overpaid on the digital content I thought I was buying ($30) by another $30+ ... If WoTC had just charged us $30 to begin with and now we deal with the fall-out that would have almost been favorable.
How are we as consumer supposed to make any kind of informed decision about this when support isn't reaching out to us and WoTC doesn't provide any avenue for us to talk to someone? Honestly, this is the worst customer experience I've had in years.
Day 2 update. Customer Service experience is terrible, still no reply to my ticket. More disappointing is that after comparing transactions for my PayPal and credit card, I have found that the two payments taken in June and July, equaled both the physical and digital 2024 PHB as well as the sales tax for the full digital/physical bundle. How can it be cancelled for payment failure, they already have the money!?
My problem seems to have been different. I received my pre order bonus. However, I cannot access the digital rule book. I am a master tier so should have had early access.
2.5 weeks later and onto my second support ticket. My first one was closed without a response from support but I did get a notice saying something had shipped just before it was closed, but still no luck. I live in Canada so thought that was part of the problem.
Think I'm in group one here. Raised a ticket 2 days ago and I did get the email yesterday stating WOTC would retry my payment from PayPal. If there's any supporting information you need, let us know!
I got a response to my support ticket yesterday (around 30 hours ago?) saying they would retry processing in 24 hours, but still have nothing charged, emailed, or anything. Order still shows cancelled.
I am hopeful they just set everything to run at midnight or something the next day. If I don't see anything by tomorrow morning I will send another message on my support ticket.
EDIT: I am in the 'paid with paypal' group in case it helps anyone else searching here.
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D&D StaffHi! Very happy we could start to turn this around for you. :)
So I don't have visibility into what places a customer into either category other than what's said in the update, but what you're saying sounds like you're more fit for category 2.
1. That sounds correct to me.
2. Again, fully me speaking here, but my impression is that if you were billed for the full bundle, when you get re-billed, it'll be for the full bundle again.
Your Friendly Neighborhood Community Manager (she/her)
You can call me LT. :)
CM Hat On | CM Hat Off
Generally active from 9am - 6pm CDT [GMT-5].
Thank you for your patience if you message me outside of those hours!
Useful Links: Site Rules & Guidelines | D&D Educator Resources | Change Your Nickname | Submit a Support Ticket
I've been quietly following along here as I'm in the PayPal boat myself. Just a logistic question on this since I haven't seen any un-cancelation or attempts to charge my account, these mass efforts to resolve the issue for folks isn't going to get our support tickets blanketly closed out is it? Can we expect someone to be reaching out to us to confirm our ticket is resolved?
As an aside, it would be really nice if WoTC could be more transparent about this issue or at least prioritize these tickets rather than working them as normal with all other logged support requests. It seems to me that issues related to revenue and monies should take higher priority than issues related to say, digital content.
Hi LaTia - Thanks for the quick reply. When I was billed for the full bundle, nothing was declined. Nothing was refunded. From my best understanding through looking at PayPal, that money left my PayPal account.
Do you mean that I'll be billed twice for the same thing? I can't imagine that's what you think should happen.
I'm fine with a refund and a rebill of the same amount. Silly, but whatever. I'm not good with the idea that I have to pay a second time to get something that Wizards already took my payment for. What am I not understanding here?
I am stuck in the same boat. I still haven’t been contacted by customer support and I’m pretty bummed. No communication in two days after I opened a ticket is really sketchy. I now know to never order anything physical from dndbeyond ever again. Lesson learned.
I used paypal, still haven't gotten an email saying my order will be re-processed. Just letting it be known.
Received my 24-hour reprocessing email 25 hours ago. Hoping to see the charge soon.
24 hours pass, no email follow-up, no cancellation cancel. Customer Service is still not responding to ticket promptly. This needs to be escalated up the chain, but apparently we are just stock with plenty of false promises.
2 days with no response on my ticket. Expect to be waiting. We get punished for preordering and can’t even get our physical copy when others are getting theirs and have shipping confirmation. What’s the point in ordering anything directly from DndBeyond ever again or preordering when they can’t deliver? How hard is it to get customer service to get all hands on deck to take care of this? Something is seriously wrong in the chain of command when they can’t sort this out within two days.
Hi LaTia, thank you for helping us out. I expect you are going to get bombarded by these replies soon but since its past 8pm EDT I wanted to raise the flag as you said. I am one of the paypal group 2 but I haven't seen any emails or replies to my support ticket today.
Just coming to say I am in category one and have yet to have a re-charge or anything. I assume this problem is bigger than they thought and are still working on it but since it is past their initial 24 hour assessment it would be great if they could send us another email update.
Add me to the list.
It's been almost 2 days since my order was canceled and about 36 hours since I opened a support case.
If we don't have a WOTC account will we get a response on the support case?
Same. I got email that they would attempt another charge in 24 hours over 24 hours ago, and....crickets.
still no reaching out after 24 hours
very strange they told me yesterday I'd be getting my product and they just had to reattempt the payment as of 4 hrs ago. But still nothing has been charged. I even added my debit card to the payment method just to be safe and contacted them with no response.
Still no update, but I'd also just like to point out how messed-up what Wizards has done here is in term of charging. As I've gathered from this thread, and from my own experience, they have charged us ~$60-80 for the 'digital' content, when this should have cost us $30 (This is the logical thing since digital resources become $10 ea. when accompanied by the physical item for a total purchase of 179.97 + tax)
So I'm not really even free to eat the inconvenience of this whole thing and just go buy the physical books because I've already overpaid on the digital content I thought I was buying ($30) by another $30+ ... If WoTC had just charged us $30 to begin with and now we deal with the fall-out that would have almost been favorable.
How are we as consumer supposed to make any kind of informed decision about this when support isn't reaching out to us and WoTC doesn't provide any avenue for us to talk to someone? Honestly, this is the worst customer experience I've had in years.
Day 2 update. Customer Service experience is terrible, still no reply to my ticket. More disappointing is that after comparing transactions for my PayPal and credit card, I have found that the two payments taken in June and July, equaled both the physical and digital 2024 PHB as well as the sales tax for the full digital/physical bundle. How can it be cancelled for payment failure, they already have the money!?
My problem seems to have been different. I received my pre order bonus. However, I cannot access the digital rule book. I am a master tier so should have had early access.
2.5 weeks later and onto my second support ticket. My first one was closed without a response from support but I did get a notice saying something had shipped just before it was closed, but still no luck. I live in Canada so thought that was part of the problem.
Just read the posts on here, now I get it we all are probably getting a late preorder lol
Hey LT,
Think I'm in group one here. Raised a ticket 2 days ago and I did get the email yesterday stating WOTC would retry my payment from PayPal. If there's any supporting information you need, let us know!
I got a response to my support ticket yesterday (around 30 hours ago?) saying they would retry processing in 24 hours, but still have nothing charged, emailed, or anything. Order still shows cancelled.
I am hopeful they just set everything to run at midnight or something the next day. If I don't see anything by tomorrow morning I will send another message on my support ticket.
EDIT: I am in the 'paid with paypal' group in case it helps anyone else searching here.