Apparently, the PayPal problem is the result of WOTC's billing practice.
Best I can tell, they collected the full amount, but billed against the collected amount when the products were due to be shipped, and this was too many days since the original payment and PayPal refused to process the order bills, so WOTC cancelled our books. Other companies likely have similar policies.
WOTC is new at having a Marketplace, and it seems they were not aware that different financial entities would not pay X number of days past the transaction.
I'm sure they will learn from this and update their procedures going forward.
It is frustrating to us customers, but hopefully this is a one-time thing if I am correct about what happened.
Per the FAQ on pre-ordering, here is the process for billing, which I think led to this problem because of the amount of time from the initial authorization to when WOTC started charging against this initial authorization:
When will I be billed for my Preorder?
If you pre-order a D&D product on the D&D Beyond Marketplace or the D&D Store your card will receive an initial authorization in the amount of the full order price, but will only be charged for the digital items and any Physical Items on your purchase which are not pre-ordered. Once the physical items you Pre-Ordered begin shipping to you (usually about a week before the official release so you get it in time), your card will then be charged for those items plus the shipping fees. Any discounts will be split across the payments based on their portion of the total cost. Tax is applied separately to each transaction.
For example: If you pre-order a Digital/Physical Book bundle for $59.99 ($79.99 with a $20 Bundle Discount), card will initially receive an authorization for for $59.99 + Tax & Shipping. The final charge on the transaction will be applied as $22.49 + Tax for the Digital content ($29.99 - $7.50 Discount). When the physical book starts shipping, you will then receive a separate charge for $37.50 + Tax & Shipping ($59.99 - $12.49 Discount).
I just heard about this issue. I've been out of country so didn't notice anything until today. I put in a ticket and I'm hoping to get some information soon. If there is something I need to do please let me know so I can get the book ASAP. I paid with PayPal and this is the first time I've ever had an issue with ordering something from you. Please help fix this so I can get everything I was happily willing to pay so much for.
Check with PayPal to make sure they're not billing you twice. I think they're billme twice. No one with Wizards will confirm this with me though. I suspect someone high up told them that no one could have been billed twice, and instead of actually listening to me, they decided I had to be wrong, so they don't need to bother checking.
My PayPal positive balance was debited and my credit card associated with PayPal was debited as far as I can tell.
After receiving the original email telling me DDB encountered a problem with my payment method and that I should review my method on file, I did so immediately.
However, it seems that my original method has been completely deleted from my account.
So I had to track down my original method on my end to check charges and pre-authorizations.
I then entered an entirely new card into my DDB account.
I was elated when I then received the email saying that my order was confirmed a few days later.
However, DDB did not use the new payment method I put in. The charge was on the original card which had been deleted from my account
That feels to me like a major lack of attention to detail as well as just asking for trouble ie; a repeat of the previous transaction difficulties.
Ultimately, I want my book and I only want to pay for it once.
So long as both of those are accomplished, I'll be satisfied.
Disappointed. Unlikely to pre-order from DDB again. But, at the least, satisfied.
I paid originally with Paypal. I got the confusing cancellation email on Monday. Immediately created ticket and also added additional card on my account as default just in case. I heard nothing back until Friday. It was the canned response everyone got. No instructions email. I received confirmation email on Saturday, followed by another failed payment and cancellation email. This is beyond frustrating.
Per the FAQ on pre-ordering, here is the process for billing, which I think led to this problem because of the amount of time from the initial authorization to when WOTC started charging against this initial authorization:
When will I be billed for my Preorder?
If you pre-order a D&D product on the D&D Beyond Marketplace or the D&D Store your card will receive an initial authorization in the amount of the full order price, but will only be charged for the digital items and any Physical Items on your purchase which are not pre-ordered. Once the physical items you Pre-Ordered begin shipping to you (usually about a week before the official release so you get it in time), your card will then be charged for those items plus the shipping fees. Any discounts will be split across the payments based on their portion of the total cost. Tax is applied separately to each transaction.
For example: If you pre-order a Digital/Physical Book bundle for $59.99 ($79.99 with a $20 Bundle Discount), card will initially receive an authorization for for $59.99 + Tax & Shipping. The final charge on the transaction will be applied as $22.49 + Tax for the Digital content ($29.99 - $7.50 Discount). When the physical book starts shipping, you will then receive a separate charge for $37.50 + Tax & Shipping ($59.99 - $12.49 Discount).
Incase you didn't realize, this language was only added to the FAQ on 9/13/24 as a result of this issue. See post #266 in this thread where LaTia said they added the comment.
Hmm. I bought the PHB physical + digital bundle just yesterday using PayPal and the transactions were processed without problems; one transaction for the physical book and a second for the digitial version for use with D&D Beyond. Both transactions are showing Wizards of the Coast Inc as the merchant. Best of luck to you all suffering problems; hope it gets resolved asap.
Rollback Post to RevisionRollBack
Life should not be a journey to the grave with the intention of arriving safely in a pretty and well preserved body, but rather to skid in broadside in a cloud of smoke, thoroughly used up, totally worn out, and loudly proclaiming "Wow! What a Ride!" - Hunter S. Thompson
When life is bleak, all hope is lost, a wall is at your back, you always have one option left...attack! Attack! ATTACK! - Me
I'm not sure that my problem fits in either of those scenarios. I ordered the bundle, but the order only shows 5 items; the 3 digital, 2 physical, but no physical PHB. I haven't received any emails about order cancelations. I checked my spam folders too.
I've submitted 3 support tickets since I first noticed that the physical PHB was not included in my bundle order. Each time, I got the auto-response that my ticket was received. Each time I heard nothing back after that.
Looking now, I see that only the most recent ticket (4086832) is listed on my requests page. I'm curious about what happened to the first two. I'll be watching this one closely. If it disappears without being addressed, I'll be cancelling the bundle order.
I used a credit card; not PayPal. I did not get a cancellation order. My problem seems different from most listed here.
I've just experienced the Cancellation of my Player's Handbook order a second time. After the first issue last week with the physical 2024 Players Handbook being cancelled, today, the second attempt to process (by D&D Beyond) was confirmed then cancelled again. Paypal is my payment source on record. Do I need to change it to an actual credit card? What's the buzz? I want my Players Handbook at the discounted price I pre-ordered with the bundle!
I got the 2nd order cancelled, I even updated the card info beforehand so the paypal issue would happen again.. nope. And my bank normally notifies me when a charge is denied, this didn't happen this time. I am beyond annoyed, it is ridiculous that if a process has an issue they don't reach out with at LEAST a link asking to update the billing information, instead of just automatically cancelling it.
This is exactly what happened to me. WotC was paid on June 21 for the bundle, then tried to bill PayPal again on September 10. Of course PayPal would decline the charge. Then the whole mess snowballed from there.
When I ordered the 2024 Digital & Physical Core Rulebook Bundle on June 21 for $179.97, I also ordered the digital copy of the 2014 Monster Manual for $29.99. That came to a total of $209.96. Sales tax in my state is 6%, in this case $12.60. $209.96 + $12.60 = $222.56. Coincidentally, there is a PayPal transaction on June 21 for $222.56 paid to Wizards of the Coast, Inc. And on that same day, the money was withdrawn from my bank account. In my case, they did not just authorize the transaction on June 21, they charged the full amount. Then they tried to charge again for the book on September 10. Whatever happened, I no longer expect to see the 2024 Players Handbook anytime soon.
Anyone having a payment issue using a card? I have tried a couple different cards, that work in multiple other places. For whatever reason it wont let me pre order the 2024 PHB.
Bought the 2024 PHB bundle, got email confirmation of the order then shortly after an email saying my physical copy was cancelled. I used my card to pay, not pay pal. Sent in a support ticket and hoping things will get resolved because I’m currently seeing two charges on my bank account. One for the bundle and the other, a 40 dollar charge, which I’m assuming is the digital only version.
Same here , also total radio silence from support, filed several support tickets, all have gone unanswered.... was charged $73 when I made the preorder in July, not sure what that was for, and now the order for the physical PHB gets confirmed and cancelled over and over again, happened 2 times in the past 3 days. I will definitely NOT be preordering from the DnD Beyond marketplace in the future, what a total debacle...
So PHB finally on the way. PayPal charged for it cleared, so hopefully I am sorted until the next debacle happens with the other two books (hopefully not, but WOTC’s track record precedes them).
My young relative is an avid D$D player so I switched my payment method to a credit card when my issue occurred, and in my infinite wisdom decided to get him a Digital and Physical bundle as a gift so that should cover during the holidays and beyond. Also he runs a D&D club in his school so that would be nice for him and his schoolmates. Ordered it. Credit card got billed for his digital content fine but I was charged twice for the PHB. I was about to see red and looks like one of them cleared and the other is pending. I really really really hope that one goes away and does not become anothwr reason for me to file a ticket. Fingers crossed.
We’ll see.
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Apparently, the PayPal problem is the result of WOTC's billing practice.
Best I can tell, they collected the full amount, but billed against the collected amount when the products were due to be shipped, and this was too many days since the original payment and PayPal refused to process the order bills, so WOTC cancelled our books. Other companies likely have similar policies.
WOTC is new at having a Marketplace, and it seems they were not aware that different financial entities would not pay X number of days past the transaction.
I'm sure they will learn from this and update their procedures going forward.
It is frustrating to us customers, but hopefully this is a one-time thing if I am correct about what happened.
Per the FAQ on pre-ordering, here is the process for billing, which I think led to this problem because of the amount of time from the initial authorization to when WOTC started charging against this initial authorization:
When will I be billed for my Preorder?
If you pre-order a D&D product on the D&D Beyond Marketplace or the D&D Store your card will receive an initial authorization in the amount of the full order price, but will only be charged for the digital items and any Physical Items on your purchase which are not pre-ordered. Once the physical items you Pre-Ordered begin shipping to you (usually about a week before the official release so you get it in time), your card will then be charged for those items plus the shipping fees. Any discounts will be split across the payments based on their portion of the total cost. Tax is applied separately to each transaction.
For example: If you pre-order a Digital/Physical Book bundle for $59.99 ($79.99 with a $20 Bundle Discount), card will initially receive an authorization for for $59.99 + Tax & Shipping. The final charge on the transaction will be applied as $22.49 + Tax for the Digital content ($29.99 - $7.50 Discount). When the physical book starts shipping, you will then receive a separate charge for $37.50 + Tax & Shipping ($59.99 - $12.49 Discount).
I just heard about this issue. I've been out of country so didn't notice anything until today. I put in a ticket and I'm hoping to get some information soon. If there is something I need to do please let me know so I can get the book ASAP. I paid with PayPal and this is the first time I've ever had an issue with ordering something from you. Please help fix this so I can get everything I was happily willing to pay so much for.
Check with PayPal to make sure they're not billing you twice. I think they're billme twice. No one with Wizards will confirm this with me though. I suspect someone high up told them that no one could have been billed twice, and instead of actually listening to me, they decided I had to be wrong, so they don't need to bother checking.
My PayPal positive balance was debited and my credit card associated with PayPal was debited as far as I can tell.
Be careful this isn't happening to you as well.
Here's my concern:
After receiving the original email telling me DDB encountered a problem with my payment method and that I should review my method on file, I did so immediately.
However, it seems that my original method has been completely deleted from my account.
So I had to track down my original method on my end to check charges and pre-authorizations.
I then entered an entirely new card into my DDB account.
I was elated when I then received the email saying that my order was confirmed a few days later.
However, DDB did not use the new payment method I put in. The charge was on the original card which had been deleted from my account
That feels to me like a major lack of attention to detail as well as just asking for trouble ie; a repeat of the previous transaction difficulties.
Ultimately, I want my book and I only want to pay for it once.
So long as both of those are accomplished, I'll be satisfied.
Disappointed. Unlikely to pre-order from DDB again. But, at the least, satisfied.
I paid originally with Paypal. I got the confusing cancellation email on Monday. Immediately created ticket and also added additional card on my account as default just in case. I heard nothing back until Friday. It was the canned response everyone got. No instructions email. I received confirmation email on Saturday, followed by another failed payment and cancellation email. This is beyond frustrating.
Incase you didn't realize, this language was only added to the FAQ on 9/13/24 as a result of this issue. See post #266 in this thread where LaTia said they added the comment.
Hmm. I bought the PHB physical + digital bundle just yesterday using PayPal and the transactions were processed without problems; one transaction for the physical book and a second for the digitial version for use with D&D Beyond. Both transactions are showing Wizards of the Coast Inc as the merchant. Best of luck to you all suffering problems; hope it gets resolved asap.
Life should not be a journey to the grave with the intention of arriving safely in a pretty and well preserved body, but rather to skid in broadside in a cloud of smoke, thoroughly used up, totally worn out, and loudly proclaiming "Wow! What a Ride!"
- Hunter S. Thompson
When life is bleak, all hope is lost, a wall is at your back, you always have one option left...attack! Attack! ATTACK!
- Me
So I looked at my Paypal statement from my initial payment in July
Purchase amount: $179.97 + Tax $15.84 = $195.81
Total payment $73.41 (actually drawn from my account) leaving $122.40 uncollected. (I assume that this was for the digital content only)
Yesterday's withdrawal - $40.80, leaving $81.60 uncollected. This would account for the purchase of the Players Handbook
That leaves, what I would presume would be two withdrawals of $40.80 (for each the DMG and MM)
I know that the roundabout way of collecting this is wonky, but the math works out, so I'm cool now.
I've submitted 3 support tickets since I first noticed that the physical PHB was not included in my bundle order. Each time, I got the auto-response that my ticket was received. Each time I heard nothing back after that.
Looking now, I see that only the most recent ticket (4086832) is listed on my requests page. I'm curious about what happened to the first two. I'll be watching this one closely. If it disappears without being addressed, I'll be cancelling the bundle order.
I used a credit card; not PayPal. I did not get a cancellation order. My problem seems different from most listed here.
I've just experienced the Cancellation of my Player's Handbook order a second time. After the first issue last week with the physical 2024 Players Handbook being cancelled, today, the second attempt to process (by D&D Beyond) was confirmed then cancelled again. Paypal is my payment source on record. Do I need to change it to an actual credit card? What's the buzz? I want my Players Handbook at the discounted price I pre-ordered with the bundle!
I got the 2nd order cancelled, I even updated the card info beforehand so the paypal issue would happen again.. nope. And my bank normally notifies me when a charge is denied, this didn't happen this time. I am beyond annoyed, it is ridiculous that if a process has an issue they don't reach out with at LEAST a link asking to update the billing information, instead of just automatically cancelling it.
This is exactly what happened to me. WotC was paid on June 21 for the bundle, then tried to bill PayPal again on September 10. Of course PayPal would decline the charge. Then the whole mess snowballed from there.
When I ordered the 2024 Digital & Physical Core Rulebook Bundle on June 21 for $179.97, I also ordered the digital copy of the 2014 Monster Manual for $29.99. That came to a total of $209.96. Sales tax in my state is 6%, in this case $12.60. $209.96 + $12.60 = $222.56. Coincidentally, there is a PayPal transaction on June 21 for $222.56 paid to Wizards of the Coast, Inc. And on that same day, the money was withdrawn from my bank account. In my case, they did not just authorize the transaction on June 21, they charged the full amount. Then they tried to charge again for the book on September 10. Whatever happened, I no longer expect to see the 2024 Players Handbook anytime soon.
Anyone having a payment issue using a card? I have tried a couple different cards, that work in multiple other places. For whatever reason it wont let me pre order the 2024 PHB.
Big issue. We need 👀 here.
second support ticket submitted still no response from them at all
except the mass letter
Bought the 2024 PHB bundle, got email confirmation of the order then shortly after an email saying my physical copy was cancelled. I used my card to pay, not pay pal. Sent in a support ticket and hoping things will get resolved because I’m currently seeing two charges on my bank account. One for the bundle and the other, a 40 dollar charge, which I’m assuming is the digital only version.
Same here , also total radio silence from support, filed several support tickets, all have gone unanswered.... was charged $73 when I made the preorder in July, not sure what that was for, and now the order for the physical PHB gets confirmed and cancelled over and over again, happened 2 times in the past 3 days. I will definitely NOT be preordering from the DnD Beyond marketplace in the future, what a total debacle...
So PHB finally on the way. PayPal charged for it cleared, so hopefully I am sorted until the next debacle happens with the other two books (hopefully not, but WOTC’s track record precedes them).
My young relative is an avid D$D player so I switched my payment method to a credit card when my issue occurred, and in my infinite wisdom decided to get him a Digital and Physical bundle as a gift so that should cover during the holidays and beyond. Also he runs a D&D club in his school so that would be nice for him and his schoolmates. Ordered it. Credit card got billed for his digital content fine but I was charged twice for the PHB. I was about to see red and looks like one of them cleared and the other is pending. I really really really hope that one goes away and does not become anothwr reason for me to file a ticket. Fingers crossed.
We’ll see.