we need more websites, media, and rediits to keep posting this.
Why?
We are not being oppressed or assaulted or victimized.
They messed up. They'll fix it.
Take a breath and put it in perspective.
This is day 3 without a company acknowledgement or resolution. Now is the time to take it beyond this forum. Will they fix it? I don't believe they will, because I am pretty sure what they tried to do while billing paypal will fail again and we will all be stuck here another week or two.
I'm also in the PayPal group that got a cancellation. On 11th I received the email about retrying payment but it seems that nothing happened yesterday when it should have tried to process it again
I'm another member of the PayPal group that received the cancellation email. I filed a support ticket on Tuesday morning, but have heard nothing back since (no emails, no update on the support ticket).
Just an update from me if you all are wondering about how things will go... Once I got the email about the cancellation I immediately added a new credit card to my DND Beyond account and submitted a ticket then posted here about it. That was 3 days ago. 2 days ago I received this email:
"We are reaching out to you due to a recent failed transaction for your 2024 Player’s Handbook preorder on D&D Beyond. In 24 hours, we will attempt to reprocess the order so you can get the product you ordered.
If you would prefer to opt out of the re-processing for this preorder, please reach out to Wizards Customer Support. Please use the following subject line: “Opt Out of 2024 PHB preorder”, and ensure you include the e-mail address used for your order on D&D Beyond.
Also note, you still will receive all preorder perks that you are eligible for based on your original purchase. We very much appreciate your patience!"
I just checked my credit card and it has not been charged and the PHB still shows as canceled in my DND Beyond Marketplace account. Apparently that "24 hours" number is uh... fluid. I am not holding my breath that I'll get it any time soon so I ended up heading to my LGS and lo and behold they had stacks of both the 50th Anniversary 2024 PHB and the standard cover one. When I mentioned this cancellation to the guy behind the counter he said "Yeah you're like the 10th person that has said that... what the hell is going on with their marketplace?". So I bought the 50th Anniversary edition (beautiful cover!) and if I end up eventually getting the standard edition I pre-ordered for $30 I'll just use it as a loaner. I guess my assumption that pre-ordering the books would get them here faster or at least the same time as my LGS was wrong.
This is day 3 without a company acknowledgement or resolution.
Technically, this is Day 4.
I submitted a ticket on Day 1, Tuesday.
I received an email from the company on Day 2, Wednesday, advising me of their plans to resubmit my order on Day 3, Thursday.
Thursday passed and I don't SEE a charge, but I've had CC charges show up 2-3 days after the fact on lots of things.
I haven't heard or seen anything today...but it's early.
I don't, personally, feel like I'm being ignored or unacknowledged.
I feel annoyed and disappointed, sure.
I also probably won't pre-order from them ever again.
But I don't feel like I should be doing the social media equivalent of carrying a sign, joining a march, or going door-to-door to spread the word about their mistake.
Just adding to the list since we were told to flag here. Same Paypal boat as most, card on file with paypal is current and regularly used. Charged (as one person said more then it should have) 65-70 back in August for the digital items after initial order. PHB order was cancelled, submitted a ticket but still no direct response to that ticket days later. Also added a credit card directly to my account as a preferred payment. Got the general "will attempt to reprocess in 24 hours email", but again like others nothing has shown as being charged long after those 24 hours have passed. Also worried this will happen again for the DMG and Monster Manual releases...
Like most I am very disappointed by this entire process. I don't usually buy physical items from DndBeyond as Amazon has better deals but decided to order to get the preorder discounts and hopefully to get my physical books as early as possible. Was also disappointed that it was made to feel like preorder was the best option to get your books as early as possible and then they released them at a few cons and most stores now have them before I do as well. One Con was close enough I could have went to get the book, but since I had already preordered didn't want to pay twice. Now feels like preorder was the best option to get your items the slowest... or not at all.
I received an email that told me within 24 hours (Email got to me on September 11, 6:10PM) that there would be an attempt to get the PHB purchase finalized again after the mishap, I'm still unfortunately waiting for any kind of response or email letting me know if the order has gone through or been once again denied. Not sure if I should wait longer or what? Do you have to manually redo the order or is it automated??
I had the same happen to me I paid for the digital and physical bundle I got charged. I got the digital copy but all of a sudden I got an email saying insufficient funds and it was cancelled but the money was taken.
One more caught in the PayPal snafu here. Customer support message sent. No response yet.
I’m remembering that I had the same problem back with Quests from the Infinite Staircase. Back then, I just re-ordered the physical copy and was done with things. This time, since this has happened to me twice in a row and I still have the rest of the 5.5 Revised 2024/2025 edition on pre-order, I imagine I have two more occurrences of this happening to look forward to.
Needless to say, I’m not planning to purchase any future hard copy bundles from D&D Beyond in the future.
I'm also in the same boat with PayPal. Got the email about my order being canceled. I did the preorder for Digital/Physical bundle with Eve of ruin. I've had access to my digital and my other physical copy. Did the ticket and looked more into what was paid from PayPal. So, my PayPal credit lines up with what I have already gotten, the $50 for the physical Eve of ruin and $121 for all the digital. At least I haven't been charged for the physical copies yet.
Same problem here. Pre-ordered the three 2024 Rulebook bundle Physical/Digital. Digital processed but physical PHB was cancelled. Impossible since it’s all the same payment. Very frustrating.
Ticket was submitted morning of 9/10. Still awaiting reply.
One more caught in the PayPal snafu here. Customer support message sent. No response yet.
I’m remembering that I had the same problem back with Quests from the Infinite Staircase. Back then, I just re-ordered the physical copy and was done with things. This time, since this has happened to me twice in a row and I still have the rest of the 5.5 Revised 2024/2025 edition on pre-order, I imagine I have two more occurrences of this happening to look forward to.
Needless to say, I’m not planning to purchase any future hard copy bundles from D&D Beyond in the future.
If memory serves, there has been problems with just about every hardcopy purchase from WotC directly, so I think I agree with your takeaway.
Besides, silver lining, it will drive sales back to individual game stores, which is sorely needed. I still remember my local game store owner from years ago leaving his office door open once, allowing me to see a twin mattress on the floor. :'(
Just to add to the general pile up, same experience. I used PayPal, digital charge went through, got emails that payment couldn't process for physical book...
Since many of us did not see things fixed or a transaction happen within the last 24 hours, my hypothesis is that they tried and it didn't work which means something is still amiss between Beyond and Paypal. Either the original transaction or type of transaction they are trying to do is not working. Most likely behind the scenes they are trying to figure out how to go through with the transactions as planned and being told no. Either Paypal will relent or something else will be done to remedy.
WotC wants the money they have been promised and they don't want to screw this up any more, but something is clearly not working as intended. Given the number of people on here and the amount of money involved WotC are certainly working as fast as they can to remedy, but if the issue is on paypal's side then the amount of money may not be enough for paypal to remedy quickly.
But I don't actually know anything and I am just speculating which is mostly useless.
Since many of us did not see things fixed or a transaction happen within the last 24 hours, my hypothesis is that they tried and it didn't work which means something is still amiss between Beyond and Paypal. Either the original transaction or type of transaction they are trying to do is not working. Most likely behind the scenes they are trying to figure out how to go through with the transactions as planned and being told no. Either Paypal will relent or something else will be done to remedy.
WotC wants the money they have been promised and they don't want to screw this up any more, but something is clearly not working as intended. Given the number of people on here and the amount of money involved WotC are certainly working as fast as they can to remedy, but if the issue is on paypal's side then the amount of money may not be enough for paypal to remedy quickly.
Purely my speculation, but as someone who works in a role close to the order to cash process, I'm betting that the authorizations in Paypal have all fallen off (whether because the transaction for the digital items settled or because the amount of time the auth was valid for has passed) and they cannot be re-processed as they are. This is all stuff that should have been known by someone on the Beyond eCommerce team, because the authorization process is almost surely laid out in Paypal's implementation documents somewhere.
There probably isn't *anything* Paypal can do on their end, because the amounts were only authorized by the customer for a finite amount of time, and that time has passed. At this point, someone needs to decide what they're going to do to fix the issue, whether that's cancel the orders entirely and ask the customers to place them again, or something else. That said, it's now Friday afternoon, so it'd be nice to have an actual update on it, because those of us that pre-ordered shouldn't be waiting until the books are on shelves everywhere to have any sort of closure.
edit: if i were a betting man, the response will be 'we can't do anything, and we aren't refunding the digital items' but I'd like to be proven wrong
Why?
We are not being oppressed or assaulted or victimized.
They messed up. They'll fix it.
Take a breath and put it in perspective.
This is day 3 without a company acknowledgement or resolution. Now is the time to take it beyond this forum. Will they fix it? I don't believe they will, because I am pretty sure what they tried to do while billing paypal will fail again and we will all be stuck here another week or two.
I'm also in the PayPal group that got a cancellation. On 11th I received the email about retrying payment but it seems that nothing happened yesterday when it should have tried to process it again
I'm another member of the PayPal group that received the cancellation email. I filed a support ticket on Tuesday morning, but have heard nothing back since (no emails, no update on the support ticket).
Just an update from me if you all are wondering about how things will go...
Once I got the email about the cancellation I immediately added a new credit card to my DND Beyond account and submitted a ticket then posted here about it. That was 3 days ago. 2 days ago I received this email:
"We are reaching out to you due to a recent failed transaction for your 2024 Player’s Handbook preorder on D&D Beyond. In 24 hours, we will attempt to reprocess the order so you can get the product you ordered.
If you would prefer to opt out of the re-processing for this preorder, please reach out to Wizards Customer Support. Please use the following subject line: “Opt Out of 2024 PHB preorder”, and ensure you include the e-mail address used for your order on D&D Beyond.
Also note, you still will receive all preorder perks that you are eligible for based on your original purchase. We very much appreciate your patience!"
I just checked my credit card and it has not been charged and the PHB still shows as canceled in my DND Beyond Marketplace account. Apparently that "24 hours" number is uh... fluid. I am not holding my breath that I'll get it any time soon so I ended up heading to my LGS and lo and behold they had stacks of both the 50th Anniversary 2024 PHB and the standard cover one. When I mentioned this cancellation to the guy behind the counter he said "Yeah you're like the 10th person that has said that... what the hell is going on with their marketplace?". So I bought the 50th Anniversary edition (beautiful cover!) and if I end up eventually getting the standard edition I pre-ordered for $30 I'll just use it as a loaner. I guess my assumption that pre-ordering the books would get them here faster or at least the same time as my LGS was wrong.
Technically, this is Day 4.
I submitted a ticket on Day 1, Tuesday.
I received an email from the company on Day 2, Wednesday, advising me of their plans to resubmit my order on Day 3, Thursday.
Thursday passed and I don't SEE a charge, but I've had CC charges show up 2-3 days after the fact on lots of things.
I haven't heard or seen anything today...but it's early.
I don't, personally, feel like I'm being ignored or unacknowledged.
I feel annoyed and disappointed, sure.
I also probably won't pre-order from them ever again.
But I don't feel like I should be doing the social media equivalent of carrying a sign, joining a march, or going door-to-door to spread the word about their mistake.
Maybe you feel otherwise.
No worries
Just adding to the list since we were told to flag here. Same Paypal boat as most, card on file with paypal is current and regularly used. Charged (as one person said more then it should have) 65-70 back in August for the digital items after initial order. PHB order was cancelled, submitted a ticket but still no direct response to that ticket days later. Also added a credit card directly to my account as a preferred payment. Got the general "will attempt to reprocess in 24 hours email", but again like others nothing has shown as being charged long after those 24 hours have passed. Also worried this will happen again for the DMG and Monster Manual releases...
Like most I am very disappointed by this entire process. I don't usually buy physical items from DndBeyond as Amazon has better deals but decided to order to get the preorder discounts and hopefully to get my physical books as early as possible. Was also disappointed that it was made to feel like preorder was the best option to get your books as early as possible and then they released them at a few cons and most stores now have them before I do as well. One Con was close enough I could have went to get the book, but since I had already preordered didn't want to pay twice. Now feels like preorder was the best option to get your items the slowest... or not at all.
I received an email that told me within 24 hours (Email got to me on September 11, 6:10PM) that there would be an attempt to get the PHB purchase finalized again after the mishap, I'm still unfortunately waiting for any kind of response or email letting me know if the order has gone through or been once again denied. Not sure if I should wait longer or what? Do you have to manually redo the order or is it automated??
I had the same happen to me I paid for the digital and physical bundle I got charged. I got the digital copy but all of a sudden I got an email saying insufficient funds and it was cancelled but the money was taken.
One more caught in the PayPal snafu here. Customer support message sent. No response yet.
I’m remembering that I had the same problem back with Quests from the Infinite Staircase. Back then, I just re-ordered the physical copy and was done with things. This time, since this has happened to me twice in a row and I still have the rest of the 5.5 Revised 2024/2025 edition on pre-order, I imagine I have two more occurrences of this happening to look forward to.
Needless to say, I’m not planning to purchase any future hard copy bundles from D&D Beyond in the future.
I'm also in the same boat with PayPal. Got the email about my order being canceled. I did the preorder for Digital/Physical bundle with Eve of ruin. I've had access to my digital and my other physical copy. Did the ticket and looked more into what was paid from PayPal. So, my PayPal credit lines up with what I have already gotten, the $50 for the physical Eve of ruin and $121 for all the digital. At least I haven't been charged for the physical copies yet.
Same problem here. Pre-ordered the three 2024 Rulebook bundle Physical/Digital. Digital processed but physical PHB was cancelled. Impossible since it’s all the same payment. Very frustrating.
Ticket was submitted morning of 9/10. Still awaiting reply.
If memory serves, there has been problems with just about every hardcopy purchase from WotC directly, so I think I agree with your takeaway.
Besides, silver lining, it will drive sales back to individual game stores, which is sorely needed. I still remember my local game store owner from years ago leaving his office door open once, allowing me to see a twin mattress on the floor. :'(
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Just to add to the general pile up, same experience. I used PayPal, digital charge went through, got emails that payment couldn't process for physical book...
I paid with my cc and it also got cancelled
Just posting to say that I, too, had my order cancelled. I used a credit card.
Still no show of recharge and order still says canceled.
Let them know about there poor customer service.
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Since many of us did not see things fixed or a transaction happen within the last 24 hours, my hypothesis is that they tried and it didn't work which means something is still amiss between Beyond and Paypal. Either the original transaction or type of transaction they are trying to do is not working. Most likely behind the scenes they are trying to figure out how to go through with the transactions as planned and being told no. Either Paypal will relent or something else will be done to remedy.
WotC wants the money they have been promised and they don't want to screw this up any more, but something is clearly not working as intended. Given the number of people on here and the amount of money involved WotC are certainly working as fast as they can to remedy, but if the issue is on paypal's side then the amount of money may not be enough for paypal to remedy quickly.
But I don't actually know anything and I am just speculating which is mostly useless.
Purely my speculation, but as someone who works in a role close to the order to cash process, I'm betting that the authorizations in Paypal have all fallen off (whether because the transaction for the digital items settled or because the amount of time the auth was valid for has passed) and they cannot be re-processed as they are. This is all stuff that should have been known by someone on the Beyond eCommerce team, because the authorization process is almost surely laid out in Paypal's implementation documents somewhere.
There probably isn't *anything* Paypal can do on their end, because the amounts were only authorized by the customer for a finite amount of time, and that time has passed. At this point, someone needs to decide what they're going to do to fix the issue, whether that's cancel the orders entirely and ask the customers to place them again, or something else. That said, it's now Friday afternoon, so it'd be nice to have an actual update on it, because those of us that pre-ordered shouldn't be waiting until the books are on shelves everywhere to have any sort of closure.
edit: if i were a betting man, the response will be 'we can't do anything, and we aren't refunding the digital items' but I'd like to be proven wrong