Just seeking clarification as I know this is probably a headache (inside the company and on the outside as a consumer). I received an email on Wednesday, 9/11, at 6:10pm CDT that said an attempt to reprocess the transaction would be done in the next 24hrs. It has been 48hrs since that email and I haven't seen anything (I have been watching my spam folder - hoping I didn't accidentally delete something 😬).
Is this the "second charge attempt" that you are referring to, specifically that the team is still working through those cases, LT? Completely understand the delay in processing everything, especially if they are having to go one-by-one. I'm just excited and hoping to get the PHB so I can start working with my pcs to create characters and learn the rules in-person lol! 😄
P.S. Thank you for providing these updates. Spent the last 8 or so years in the retail/customer service world, and can imagine the unexpected pressure on everyone right now. Gotta love technical difficulties.
$37.50 is what I would expect I guess based on what LaTia had said about their questionable billing strategy here. @22.49 ea for the digitals and 37.50 ea for the physicals. So at least there's that. So presumably, they will make us all dump our physicals from our orders and maybe give us a discount code to get a 'physical bundle' at 37.50 ea (total of 112.5 + tax).
I am thinking they are going to go this same route when it comes time for the next two books. I am just hoping they will be a bit more prepared and proactive. Send the codes out when the existing order is canceled without having to open support cases etc.
Day 3. Just got this. No other emails as indicated. No new charges to PayPal.
Hello,
Thank you for following up regarding any recent order issues you may have encountered for your Physical 2024 Player's Handbook order, and for your patience while we worked on solutions for you. We are writing to let you know that we have sent emails to the impacted customers that include directions for correcting their specific concerns with recent orders. If you are one of these customers, please check the email you used when making the original order and follow the directions provided in any email we recently sent.
For more information on the cadence of charges related to pre-orders and the D&D Marketplace or store, see our Pre-Order FAQ.
This message was sent in bulk and your individual ticket was not read by an agent. If your issue is resolved, no need to reply, your ticket will solve out automatically. If you did not receive such an email, or feel this email does not apply to your situation and still need assistance, please reply back to this email with your specific concerns, and we'll work with you to resolve your issue.
Again, we very much appreciate your patience while we work to resolve any issues you are experiencing with your DDB Marketplace orders.
Wizards of the Coast | Customer Service Email support is available 24 hours a day, 7 days a week here.
I have not gotten a discount code email. They have my money - my account was debited in June, I have proof from PayPal and my credit card company. All they need to do is ship the book they owe me, or refund me. No one seems able to or interested in confirming my claim though.
Oh, I also got an email saying
Thank you for following up regarding any recent order issues you may have encountered for your Physical 2024 Player's Handbook order, and for your patience while we worked on solutions for you. We are writing to let you know that we have sent emails to the impacted customers that include directions for correcting their specific concerns with recent orders. If you are one of these customers, please check the email you used when making the original order and follow the directions provided in any email we recently sent.
For more information on the cadence of charges related to pre-orders and the D&D Marketplace or store, see our Pre-Order FAQ.
I have not gotten an email that "include(s) directions for correcting their specific concerns with recent order" because no one is considering my specific concerns to be true. The only response I've got Wizards only authorized a future charge and didn't actually charge me, which is, as far as I can tell from my bank statements and PayPal history, is false. I could be wrong, of course, but my bank balance says otherwise.
I'm assuming if they're re-running all the payments, then you'll get the "instructions" email when your transaction fails. I see some folks further up the forum have received that email, and it's a discount code to re-order the book.
I also just received an email telling me that they had just sent a separate email with instructions, but I didn't actually get that separate email. I guess I'm pleased that I received something, but I'm frustrated with the incompetence of what I received. If you send a message claiming that you just sent another message with instructions, you should make sure that you actually sent that other message with instructions.
I'm assuming if they're re-running all the payments, then you'll get the "instructions" email when your transaction fails. I see some folks further up the forum have received that email, and it's a discount code to re-order the book.
Yeah, but I'm the OP lol.
I put in a support ticket and created this thread right after my "payment failed" email. How far down the list could I possibly be? Lol.
Just want to to put myself out there that I'm having the same issue. Pre-ordered in June with PayPal. Canceled order on Tuesday and have been wondering whats been going ever since. Just got the bulk message saying they sent out an email on what to do but never recieved it. Really hope this gets resolved soon and that this doesn't happen for the mm and dmg.
Day 3. Just got this. No other emails as indicated. No new charges to PayPal.
Hello,
Thank you for following up regarding any recent order issues you may have encountered for your Physical 2024 Player's Handbook order, and for your patience while we worked on solutions for you. We are writing to let you know that we have sent emails to the impacted customers that include directions for correcting their specific concerns with recent orders. If you are one of these customers, please check the email you used when making the original order and follow the directions provided in any email we recently sent.
For more information on the cadence of charges related to pre-orders and the D&D Marketplace or store, see our Pre-Order FAQ.
This message was sent in bulk and your individual ticket was not read by an agent. If your issue is resolved, no need to reply, your ticket will solve out automatically. If you did not receive such an email, or feel this email does not apply to your situation and still need assistance, please reply back to this email with your specific concerns, and we'll work with you to resolve your issue.
Again, we very much appreciate your patience while we work to resolve any issues you are experiencing with your DDB Marketplace orders.
Wizards of the Coast | Customer Service Email support is available 24 hours a day, 7 days a week here.
I recieved this email but not the one mentioned in the email so hopefully will get that soon.
Same as many, got the email response this evening to my original ticket saying I should have gotten an email with instructions... which of course I have not. Yay! As someone else said this is almost getting to be comical.
I will say the tone of the email was mildly annoying as well. They appreciate my patience, supposedly sent directions to correct my specific concerns, etc. But not once did they actually apologize or admit the problem was caused by them. It was almost like "We are sorry you didn't do it right, here is how you correct your mistake."
Same for me. Waiting on this email with instructions of what to do. Sooner rather than later would be nice. I've got friends of mine who have their books already, I'm just unlucky to have paid through Paypal.
Day 3. Just got this. No other emails as indicated. No new charges to PayPal.
Hello,
Thank you for following up regarding any recent order issues you may have encountered for your Physical 2024 Player's Handbook order, and for your patience while we worked on solutions for you. We are writing to let you know that we have sent emails to the impacted customers that include directions for correcting their specific concerns with recent orders. If you are one of these customers, please check the email you used when making the original order and follow the directions provided in any email we recently sent.
For more information on the cadence of charges related to pre-orders and the D&D Marketplace or store, see our Pre-Order FAQ.
This message was sent in bulk and your individual ticket was not read by an agent. If your issue is resolved, no need to reply, your ticket will solve out automatically. If you did not receive such an email, or feel this email does not apply to your situation and still need assistance, please reply back to this email with your specific concerns, and we'll work with you to resolve your issue.
Again, we very much appreciate your patience while we work to resolve any issues you are experiencing with your DDB Marketplace orders.
Wizards of the Coast | Customer Service Email support is available 24 hours a day, 7 days a week here.
Can we at least get some assurances that *when* this situation is finally resolved, that we aren't going to go though the same thing when the DM's Guide and Monster Manual release?
If you know that this is going to be a problem, proactiveness is going to be the way to go here.
Just seeking clarification as I know this is probably a headache (inside the company and on the outside as a consumer). I received an email on Wednesday, 9/11, at 6:10pm CDT that said an attempt to reprocess the transaction would be done in the next 24hrs. It has been 48hrs since that email and I haven't seen anything (I have been watching my spam folder - hoping I didn't accidentally delete something 😬).
Is this the "second charge attempt" that you are referring to, specifically that the team is still working through those cases, LT? Completely understand the delay in processing everything, especially if they are having to go one-by-one. I'm just excited and hoping to get the PHB so I can start working with my pcs to create characters and learn the rules in-person lol! 😄
P.S. Thank you for providing these updates. Spent the last 8 or so years in the retail/customer service world, and can imagine the unexpected pressure on everyone right now. Gotta love technical difficulties.
That is my expectation as well. That they will cancel all the physical and we will reorder the physicals with some sort of discount code.
This makes me really happy I already picked up the spec edition in the store and the preorder physical copy was my backup for the kids.
Has everyone gotten this discount code email, or are they going through each order one by one? Because I haven't received anything.
I am thinking they are going to go this same route when it comes time for the next two books. I am just hoping they will be a bit more prepared and proactive. Send the codes out when the existing order is canceled without having to open support cases etc.
I got the email saying there will be directions but not the email saying what to do.
Same here.
Day 3. Just got this. No other emails as indicated. No new charges to PayPal.
Hello,
Thank you for following up regarding any recent order issues you may have encountered for your Physical 2024 Player's Handbook order, and for your patience while we worked on solutions for you. We are writing to let you know that we have sent emails to the impacted customers that include directions for correcting their specific concerns with recent orders. If you are one of these customers, please check the email you used when making the original order and follow the directions provided in any email we recently sent.
For more information on the cadence of charges related to pre-orders and the D&D Marketplace or store, see our Pre-Order FAQ.
This message was sent in bulk and your individual ticket was not read by an agent.
If your issue is resolved, no need to reply, your ticket will solve out automatically.
If you did not receive such an email, or feel this email does not apply to your situation and still need assistance, please reply back to this email with your specific concerns, and we'll work with you to resolve your issue.
Again, we very much appreciate your patience while we work to resolve any issues you are experiencing with your DDB Marketplace orders.
Wizards of the Coast | Customer Service
Email support is available 24 hours a day, 7 days a week here.
I have not gotten a discount code email. They have my money - my account was debited in June, I have proof from PayPal and my credit card company. All they need to do is ship the book they owe me, or refund me. No one seems able to or interested in confirming my claim though.
Oh, I also got an email saying
Thank you for following up regarding any recent order issues you may have encountered for your Physical 2024 Player's Handbook order, and for your patience while we worked on solutions for you. We are writing to let you know that we have sent emails to the impacted customers that include directions for correcting their specific concerns with recent orders. If you are one of these customers, please check the email you used when making the original order and follow the directions provided in any email we recently sent.
For more information on the cadence of charges related to pre-orders and the D&D Marketplace or store, see our Pre-Order FAQ.
I have not gotten an email that "include(s) directions for correcting their specific concerns with recent order" because no one is considering my specific concerns to be true. The only response I've got Wizards only authorized a future charge and didn't actually charge me, which is, as far as I can tell from my bank statements and PayPal history, is false. I could be wrong, of course, but my bank balance says otherwise.
Same, lol. Got the bulk email saying follow the directions in the email we sent you, but they didn't send an email with instructions.
This whole situation is beginning to be comical. I hate to say "amateur hour", but if the shoe fits...
It's starting to feel like when I visit the forum for an update I should play the Benny Hill music in my browser.
I'm assuming if they're re-running all the payments, then you'll get the "instructions" email when your transaction fails. I see some folks further up the forum have received that email, and it's a discount code to re-order the book.
I also just received an email telling me that they had just sent a separate email with instructions, but I didn't actually get that separate email. I guess I'm pleased that I received something, but I'm frustrated with the incompetence of what I received. If you send a message claiming that you just sent another message with instructions, you should make sure that you actually sent that other message with instructions.
Yeah, but I'm the OP lol.
I put in a support ticket and created this thread right after my "payment failed" email. How far down the list could I possibly be? Lol.
Just want to to put myself out there that I'm having the same issue. Pre-ordered in June with PayPal. Canceled order on Tuesday and have been wondering whats been going ever since. Just got the bulk message saying they sent out an email on what to do but never recieved it. Really hope this gets resolved soon and that this doesn't happen for the mm and dmg.
I recieved this email but not the one mentioned in the email so hopefully will get that soon.
Same here.
The only Sane people in the world are the iNsAnE and know it.
Same as many, got the email response this evening to my original ticket saying I should have gotten an email with instructions... which of course I have not. Yay! As someone else said this is almost getting to be comical.
I will say the tone of the email was mildly annoying as well. They appreciate my patience, supposedly sent directions to correct my specific concerns, etc. But not once did they actually apologize or admit the problem was caused by them. It was almost like "We are sorry you didn't do it right, here is how you correct your mistake."
Same for me. Waiting on this email with instructions of what to do. Sooner rather than later would be nice. I've got friends of mine who have their books already, I'm just unlucky to have paid through Paypal.
No email nor any kind of response in four days.
Can we at least get some assurances that *when* this situation is finally resolved, that we aren't going to go though the same thing when the DM's Guide and Monster Manual release?
If you know that this is going to be a problem, proactiveness is going to be the way to go here.