The batch ticket response being sent above isn't inspiring hope. I replied asking the support team to produce the referred directions they claim to have sent. This ticket response was the first correspondence I'd received since the "We'll retry payment in 24 hours" sent 48 hours prior.
The batch ticket response being sent above isn't inspiring hope. I replied asking the support team to produce the referred directions they claim to have sent. This ticket response was the first correspondence I'd received since the "We'll retry payment in 24 hours" sent 48 hours prior.
I have the items in my account but I received that mass email, and response support email as well.
I'll not be re-purchasing as I cannot verify that I've had the items removed from my account and it's not my job to look through invoices for something as trivial as this matter.
In essence, this episode has hallmarked clearly for me the moment when Hasbro and the digital system is my departure point. Yea, I know "Thanks for letting us know you're leaving! A post was not necessary!" but I'm done.
Have fun everyone. Remember my words when you see "Halloween Project Sigil Curse of Strahd FOMO Miniatures and Terrain Exclusive!" ads.
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 unfortunately for me I have to use PayPal because for some reason my debit card can't go through.
I received an email today saying that they are giving me codes to reorder the book at the original discount for the bundle and for shipping when I reorder the PHB. I haven't submitted a ticket yet, but they went ahead and were proactive about making the sitution right for me according to thier records. So somebody is working on this. I'm happy with the resolution.
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).
How does WoTC view this method of billing as 'ok' and not a deceptive practice? To the customer when Marketplace presents the full discount being on the digital content.
If I go and add the PHB 2024 Physical Digital bundle to my cart I'm shown Digital regularly priced at 29.99, discounted to 10 and Physical 49.99. So to then actually bill me 22.49 for the digital and 37.50 for the physical is 100% not what you told me you are going to do and not the prices I, as a customer, agreed upon at the time of checkout. Sure, the end result is the same dollar amount but you'd mislead me and it has become apparent now that you're having to explain this billing debacle.
Edit: After a quick google search I kinda' feel like this qualifies as 'Deceptive Pricing' ... which is prohibited by the FTC....
Can't post a screenshot here, but I just added the preorder to my cart again just to see what comes up, and sure enough, I wasn't imagining the price breakdown as it was initially presented. Three physical books, all full price, plus three digital books at 10 bucks a pop. (Of course, now we know that this was broken down differently, but only after the purchase was made.) Try it yourself!
Whether intentional or not, I think this is one of the factors that makes customers feel like they're being taken advantage of. If anyone did the digital and physical rulebook preorder, thinking they were getting the physical copies at full price and more heavily discounted digital copies to go along with it, then -- sure, you could cancel the physical portion and just go to your local store to buy the books as they are released, but now you're out of pocket $67.47 for the digital copies, instead of the $30.00 you were initially expecting. And yes, I suppose you could submit a ticket to customer service if you wanted to challenge that, but... well, I'm not sure how confident folks are that those sorts of issues would get resolved.
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.
I got this very same email after I had submitted a ticket. No other email\instructions etc...
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).
How does WoTC view this method of billing as 'ok' and not a deceptive practice? To the customer when Marketplace presents the full discount being on the digital content.
If I go and add the PHB 2024 Physical Digital bundle to my cart I'm shown Digital regularly priced at 29.99, discounted to 10 and Physical 49.99. So to then actually bill me 22.49 for the digital and 37.50 for the physical is 100% not what you told me you are going to do and not the prices I, as a customer, agreed upon at the time of checkout. Sure, the end result is the same dollar amount but you'd mislead me and it has become apparent now that you're having to explain this billing debacle.
Edit: After a quick google search I kinda' feel like this qualifies as 'Deceptive Pricing' ... which is prohibited by the FTC....
Can't post a screenshot here, but I just added the preorder to my cart again just to see what comes up, and sure enough, I wasn't imagining the price breakdown as it was initially presented. Three physical books, all full price, plus three digital books at 10 bucks a pop. (Of course, now we know that this was broken down differently, but only after the purchase was made.) Try it yourself!
Whether intentional or not, I think this is one of the factors that makes customers feel like they're being taken advantage of. If anyone did the digital and physical rulebook preorder, thinking they were getting the physical copies at full price and more heavily discounted digital copies to go along with it, then -- sure, you could cancel the physical portion and just go to your local store to buy the books as they are released, but now you're out of pocket $67.47 for the digital copies, instead of the $30.00 you were initially expecting. And yes, I suppose you could submit a ticket to customer service if you wanted to challenge that, but... well, I'm not sure how confident folks are that those sorts of issues would get resolved.
What did you email confirmation say after your order? Mine is listed at three digital books each at $29.99 - $7.50 = $22.49. The three physical each at $49.99 - $12.49 = $37.50. Total $179.97. There was a period of time where you could no longer order the bundle and then it was available again. Maybe they changed where the discount was applied when that happened. But the end bundle price is the same. The amount that was billed to my card so far is the $67.47 plus tax. I also have the licenses on my account for all 3 digital books.
My order confirmation was exactly* the same as what you described. 3x digital books, $29.99 - $7.50 discount = $22.49 each. 3x physical books, $49.99 - $12.49 discount = $37.50 each. Total $179.97.
*You wrote $59.99 for the physical, though I'm assuming that was just a typo.
My order confirmation was exactly* the same as what you described. 3x digital books, $29.99 - $7.50 discount = $22.49 each. 3x physical books, $49.99 - $12.49 discount = $37.50 each. Total $179.97.
*You wrote $59.99 for the physical, though I'm assuming that was just a typo.
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
This is exactly what I was thinking....PayPal and anyone with fraud protection on their credit cards only saw our authorization at pre-order time as a single order. Where WE thought we paid for it all it once, all we were only charged for are the digital goods. We didn't authorize multiple/recurring charges for this pre-order, so PayPal/CCs think someone is fraudulently charging our accounts without authorization, hence, kicking back the charge.
Now the reason they couldn't charge for everything all at once is that there are a lot of states with merchant shipping laws that only allows customers to be charged when orders for physical goods actually ship.
I'm guessing they won't be able to charge us again so we'll likely have to reorder with a discount code.
Well add me to the pile of "got the initial email Tuesday, added a credit card to my DND Beyond account and filed a ticket, got a 24 hour charge attempt email, never got charged, 3 days later got a 'follow additional instructions' email with no instructions". What a mess. While I know folks don't care: I'll be making sure to warn off anyone at my tables from ordering from DND Beyond's online store in the future. Most of us already have the beautiful 50th Anniversary edition we picked up at our LGS but if I were solely relying on the online store I'd be incredibly pissed right now.
I got the Bulk email at 6:05 pm EDT yesterday. It is now 3:00 am Saturday and I still have not gotten an email with instructions to re-order my book. Is anyone else in this boat still?
I got the Bulk email at 6:05 pm EDT yesterday. It is now 3:00 am Saturday and I still have not gotten an email with instructions to re-order my book. Is anyone else in this boat still?
This is exactly what I was thinking....PayPal and anyone with fraud protection on their credit cards only saw our authorization at pre-order time as a single order. Where WE thought we paid for it all it once, all we were only charged for are the digital goods.
Except I am pretty sure I was debited for the full amount - part existing PayPal balance, part charge to my card tied to PayPal. No one at Wizards seems willing to address my ticket. We've gotten multiple statements about what's going to happen next, and then the thing that we were told was going to happen sometimes did, and sometimes did not happen randomly so far as I can tell.
I've seen none of the respect for customers flowing back from Wizards that I'm told we as customers ought to have for individual CS agents. All I've seen is statements about what's going to happen that are not borne out by what actually does happen, for me at least.
The batch ticket response being sent above isn't inspiring hope. I replied asking the support team to produce the referred directions they claim to have sent. This ticket response was the first correspondence I'd received since the "We'll retry payment in 24 hours" sent 48 hours prior.
Same for me, and I replied as well.
I have tolerance for a lot, but false shifting of blame isn't on the list
I have the items in my account but I received that mass email, and response support email as well.
I'll not be re-purchasing as I cannot verify that I've had the items removed from my account and it's not my job to look through invoices for something as trivial as this matter.
In essence, this episode has hallmarked clearly for me the moment when Hasbro and the digital system is my departure point. Yea, I know "Thanks for letting us know you're leaving! A post was not necessary!" but I'm done.
Have fun everyone. Remember my words when you see "Halloween Project Sigil Curse of Strahd FOMO Miniatures and Terrain Exclusive!" ads.
Does anyone know if support works weekends?
I received an email today saying that they are giving me codes to reorder the book at the original discount for the bundle and for shipping when I reorder the PHB. I haven't submitted a ticket yet, but they went ahead and were proactive about making the sitution right for me according to thier records. So somebody is working on this. I'm happy with the resolution.
Can't post a screenshot here, but I just added the preorder to my cart again just to see what comes up, and sure enough, I wasn't imagining the price breakdown as it was initially presented. Three physical books, all full price, plus three digital books at 10 bucks a pop. (Of course, now we know that this was broken down differently, but only after the purchase was made.) Try it yourself!
Whether intentional or not, I think this is one of the factors that makes customers feel like they're being taken advantage of. If anyone did the digital and physical rulebook preorder, thinking they were getting the physical copies at full price and more heavily discounted digital copies to go along with it, then -- sure, you could cancel the physical portion and just go to your local store to buy the books as they are released, but now you're out of pocket $67.47 for the digital copies, instead of the $30.00 you were initially expecting. And yes, I suppose you could submit a ticket to customer service if you wanted to challenge that, but... well, I'm not sure how confident folks are that those sorts of issues would get resolved.
I got this very same email after I had submitted a ticket. No other email\instructions etc...
What did you email confirmation say after your order? Mine is listed at three digital books each at $29.99 - $7.50 = $22.49. The three physical each at $49.99 - $12.49 = $37.50. Total $179.97. There was a period of time where you could no longer order the bundle and then it was available again. Maybe they changed where the discount was applied when that happened. But the end bundle price is the same. The amount that was billed to my card so far is the $67.47 plus tax. I also have the licenses on my account for all 3 digital books.
My order confirmation was exactly* the same as what you described. 3x digital books, $29.99 - $7.50 discount = $22.49 each. 3x physical books, $49.99 - $12.49 discount = $37.50 each. Total $179.97.
*You wrote $59.99 for the physical, though I'm assuming that was just a typo.
Correct, it is $49.99. I'll fix my post.
Same here
This is exactly what I was thinking....PayPal and anyone with fraud protection on their credit cards only saw our authorization at pre-order time as a single order. Where WE thought we paid for it all it once, all we were only charged for are the digital goods. We didn't authorize multiple/recurring charges for this pre-order, so PayPal/CCs think someone is fraudulently charging our accounts without authorization, hence, kicking back the charge.
Now the reason they couldn't charge for everything all at once is that there are a lot of states with merchant shipping laws that only allows customers to be charged when orders for physical goods actually ship.
I'm guessing they won't be able to charge us again so we'll likely have to reorder with a discount code.
Well add me to the pile of "got the initial email Tuesday, added a credit card to my DND Beyond account and filed a ticket, got a 24 hour charge attempt email, never got charged, 3 days later got a 'follow additional instructions' email with no instructions". What a mess. While I know folks don't care: I'll be making sure to warn off anyone at my tables from ordering from DND Beyond's online store in the future. Most of us already have the beautiful 50th Anniversary edition we picked up at our LGS but if I were solely relying on the online store I'd be incredibly pissed right now.
I got the Bulk email at 6:05 pm EDT yesterday. It is now 3:00 am Saturday and I still have not gotten an email with instructions to re-order my book. Is anyone else in this boat still?
I am
My order just went through successfully! Hooray!!!
Except I am pretty sure I was debited for the full amount - part existing PayPal balance, part charge to my card tied to PayPal. No one at Wizards seems willing to address my ticket. We've gotten multiple statements about what's going to happen next, and then the thing that we were told was going to happen sometimes did, and sometimes did not happen randomly so far as I can tell.
I've seen none of the respect for customers flowing back from Wizards that I'm told we as customers ought to have for individual CS agents. All I've seen is statements about what's going to happen that are not borne out by what actually does happen, for me at least.
My order just got retried successfully.