Shipped today. Will arrive 2 days late. Considering where we were on Sunday with nothing charged this is a pretty good turnaround. I wish good luck to the rest of you.
I eventually received an email with instructions to reorder the PHB today. They included discount codes to ensure the price I paid for the reorder matched that of the promised pre-order price. That is appreciated, even if it came later than I would have liked.
Interesting note, like others in the thread, while I was waiting for a reply, I added a default payment method to my Marketplace profile in the hopes that might smooth the way in case they tried a third reorder. While following the e-mail instructions today to reorder the PHB, I attempted to remit payment with that stored card, and it was immediately declined. When I entered the exact same credit card information manually, my payment was accepted.
I wonder in addition to the shenanigans that went on with payment authorizations timing out or being rejected due to mishandling from the pre-order process, if there isn't a real issue with their payment processing on top of everything else.
I've updated my ticket and will attempt to keep it open until A) I get shipment information and B) we find out whether or not we'll need to go through this with the upcoming DMG and MM...
I eventually received an email with instructions to reorder the PHB today. They included discount codes to ensure the price I paid for the reorder matched that of the promised pre-order price. That is appreciated, even if it came later than I would have liked.
Interesting note, like others in the thread, while I was waiting for a reply, I added a default payment method to my Marketplace profile in the hopes that might smooth the way in case they tried a third reorder. While following the e-mail instructions today to reorder the PHB, I attempted to remit payment with that stored card, and it was immediately declined. When I entered the exact same credit card information manually, my payment was accepted.
I wonder in addition to the shenanigans that went on with payment authorizations timing out or being rejected due to mishandling from the pre-order process, if there isn't a real issue with their payment processing on top of everything else.
I've updated my ticket and will attempt to keep it open until A) I get shipment information and B) we find out whether or not we'll need to go through this with the upcoming DMG and MM...
Same here. Right down to the initial decline and then approval with same card information. And I share your concern about DMG and MM. There's no way those purchases will succeed since they state in the latest email that "We are unable to update the payment information, and you will need to place a new order on D&D Beyond".
I eventually received an email with instructions to reorder the PHB today. They included discount codes to ensure the price I paid for the reorder matched that of the promised pre-order price. That is appreciated, even if it came later than I would have liked.
Interesting note, like others in the thread, while I was waiting for a reply, I added a default payment method to my Marketplace profile in the hopes that might smooth the way in case they tried a third reorder. While following the e-mail instructions today to reorder the PHB, I attempted to remit payment with that stored card, and it was immediately declined. When I entered the exact same credit card information manually, my payment was accepted.
I wonder in addition to the shenanigans that went on with payment authorizations timing out or being rejected due to mishandling from the pre-order process, if there isn't a real issue with their payment processing on top of everything else.
I've updated my ticket and will attempt to keep it open until A) I get shipment information and B) we find out whether or not we'll need to go through this with the upcoming DMG and MM...
Same here. Right down to the initial decline and then approval with same card information. And I share your concern about DMG and MM. There's no way those purchases will succeed since they state in the latest email that "We are unable to update the payment information, and you will need to place a new order on D&D Beyond".
One would hope that now that they’ve had this problem with the PHB that they’ll be ahead of the game with the other two books of the bundle. If they aren’t ready to send out the e-mails that we got today to order the DMG and MM a day after the billing fails as opposed to close to a week later, I’d be sad.
Of course, I’m not being crazy and expecting them to cancel the rest of the failing pre-orders and sending the re-order e-mails before the same issue start happening again.
I’m excited to report that my twice-cancelled preorder might finally be moving forward! I got an email late this afternoon with coupon codes to reorder the PHB at the bundle price and with free shipping. They also included a $5 coupon “for use on a future purchase”, which, meh, but at least it’s something.
My re-purchase went smoothly from there. Hopefully it’ll all shake out fine now, if a little later than planned. Good luck, y’all!
I eventually received an email with instructions to reorder the PHB today. They included discount codes to ensure the price I paid for the reorder matched that of the promised pre-order price. That is appreciated, even if it came later than I would have liked.
Interesting note, like others in the thread, while I was waiting for a reply, I added a default payment method to my Marketplace profile in the hopes that might smooth the way in case they tried a third reorder. While following the e-mail instructions today to reorder the PHB, I attempted to remit payment with that stored card, and it was immediately declined. When I entered the exact same credit card information manually, my payment was accepted.
I wonder in addition to the shenanigans that went on with payment authorizations timing out or being rejected due to mishandling from the pre-order process, if there isn't a real issue with their payment processing on top of everything else.
I've updated my ticket and will attempt to keep it open until A) I get shipment information and B) we find out whether or not we'll need to go through this with the upcoming DMG and MM...
Same here. Right down to the initial decline and then approval with same card information. And I share your concern about DMG and MM. There's no way those purchases will succeed since they state in the latest email that "We are unable to update the payment information, and you will need to place a new order on D&D Beyond".
One would hope that now that they’ve had this problem with the PHB that they’ll be ahead of the game with the other two books of the bundle. If they aren’t ready to send out the e-mails that we got today to order the DMG and MM a day after the billing fails as opposed to close to a week later, I’d be sad.
Of course, I’m not being crazy and expecting them to cancel the rest of the failing pre-orders and sending the re-order e-mails before the same issue start happening again.
We just got another email. A bit more lengthy this time covering a lot of complaints/issues. It included this:
Will the same thing happen when the Dungeon Masters Guide and Monster Manual release?Our team is working on system updates to prevent this from happening with the rest of your pre-order. You should not need to worry about encountering the same issue in the future.
Just received my second bulk email response to my incident. I used a prepaid credit card to purchase a Dungeon Master's Bundle as well as a Player's Handbook Bundle on September 11th and was initially charged for both the bundles on my card. I did this to take advantage of the free shipping on physical orders over (whatever the amount was) and fully expected that neither the Player's Handbook nor the DM's Guide would be shipped until the DM's guide was physically shipping. A few hours later I received an email saying that the Player's Handbook was cancelled from the order.
I submitted a support ticket and have received two bulk email responses, but have never received the email that tells me how to reorder the Player's Handbook. I think they just sent that to the people that used PayPal. There seems to be a second group of people that had issues that used prepaid cards.
There is a second group because I have gotten the bulk mail but never got any other email telling me how to reorder with the discounts. I ordered with my Apple Credit Card.
Yeah, I don't mind reordering but I want to make sure that I don't get charged shipping and that I get the bundle price for the physical books. I am hoping that they are able to figure out the folks that used prepaid cards soon. If I knew it was going to be a problem I would have used a real credit card.
I was charged the full amount of $99.98 for two copies of the physical edition on the day I placed the order using my debit card. However, there were also two additional attempts to charge the same amount before the order was canceled. I removed my payment details to avoid multiple charges.
It's been a week, and I haven’t received confirmation about whether the payment was successfully processed. From my side, I see the full amount debited, along with two additional failed attempts.
I am unable to take any further action until I receive confirmation—whether the payment was successfully processed or not. Based on the information I have, it appears that there are further attempts to charge my account. I am eager to resolve this issue as soon as possible.
I wanted to add myself to the list of people who got the email about reordering. I successfully placed my order with the coupons provided. I hope they do manage to figure this out before the next two books arrive.
Am I the only one left behind? Got cancelled twice although I added another payment method after first cancellation. No instructions, no coupons, not even in spam folder.
I haven't gotten anything either. I'm in the same boat you are. two cancellations, no email with instructions about what to do next. I'm reluctant to go buy it somewhere else because I don't know if they are going to charge me again. The lack of communication is disheartening.
LT abandoned the thread pretty fast. Can't say as I blame her, considering it's not her fault, you have a lot of frustrated people here, and she can't really do much to help us. Still, lack of any meaningful communication is only exacerbating the situation.
I just got off the phone with PayPal and I believe I have things figured out, at least for some of us. Here is what happened with my case.
- On June 21, I ordered the Digital and Physical bundle.
- Wizards AUTHORIZED the FULL amount for the bundle through PayPal.
- Wizards CHARGED, and was PAID, for the Digital items.
- Wizards immediately VOIDED the amount for the Physical items.
- On September 10, Wizards attempted to CHARGE for 2024 Player's Handbook's bundle discount price.
- PayPal DENIED the CHARGE because Wizards had VOIDED the remainder of the previously authorized amount.
- Wizards canceled the PHB order and sent email.
- The confusion began, trouble tickets were opened, I received generic email responses, I homebrewed many new curses to put on Wizards, etc.
- On September 14, Wizards AUTHORIZED, CHARGED, and was PAID for just the PHB discount price. New Invoice number, new transaction ID.
- Today, September 17, I received an email with a FedEx tracking number for the 2024 PHB. It says a shipping label has been created on the FedEx site.
- Assuming it ships, and FedEx is less careless and destructive than usual, I hope to see the book soon.
Good luck, everyone.
Everything has played out the way I expected. Shipped today….
Shipped today. Will arrive 2 days late. Considering where we were on Sunday with nothing charged this is a pretty good turnaround. I wish good luck to the rest of you.
I eventually received an email with instructions to reorder the PHB today. They included discount codes to ensure the price I paid for the reorder matched that of the promised pre-order price. That is appreciated, even if it came later than I would have liked.
Interesting note, like others in the thread, while I was waiting for a reply, I added a default payment method to my Marketplace profile in the hopes that might smooth the way in case they tried a third reorder. While following the e-mail instructions today to reorder the PHB, I attempted to remit payment with that stored card, and it was immediately declined. When I entered the exact same credit card information manually, my payment was accepted.
I wonder in addition to the shenanigans that went on with payment authorizations timing out or being rejected due to mishandling from the pre-order process, if there isn't a real issue with their payment processing on top of everything else.
I've updated my ticket and will attempt to keep it open until A) I get shipment information and B) we find out whether or not we'll need to go through this with the upcoming DMG and MM...
Where are you seeing the voided amounts? I'd feel a lot better if i could see that in my paypal.
Same here. Right down to the initial decline and then approval with same card information. And I share your concern about DMG and MM. There's no way those purchases will succeed since they state in the latest email that "We are unable to update the payment information, and you will need to place a new order on D&D Beyond".
One would hope that now that they’ve had this problem with the PHB that they’ll be ahead of the game with the other two books of the bundle. If they aren’t ready to send out the e-mails that we got today to order the DMG and MM a day after the billing fails as opposed to close to a week later, I’d be sad.
Of course, I’m not being crazy and expecting them to cancel the rest of the failing pre-orders and sending the re-order e-mails before the same issue start happening again.
I’m excited to report that my twice-cancelled preorder might finally be moving forward! I got an email late this afternoon with coupon codes to reorder the PHB at the bundle price and with free shipping. They also included a $5 coupon “for use on a future purchase”, which, meh, but at least it’s something.
My re-purchase went smoothly from there. Hopefully it’ll all shake out fine now, if a little later than planned. Good luck, y’all!
We just got another email. A bit more lengthy this time covering a lot of complaints/issues. It included this:
So, cross your fingers. :)
Just received my second bulk email response to my incident. I used a prepaid credit card to purchase a Dungeon Master's Bundle as well as a Player's Handbook Bundle on September 11th and was initially charged for both the bundles on my card. I did this to take advantage of the free shipping on physical orders over (whatever the amount was) and fully expected that neither the Player's Handbook nor the DM's Guide would be shipped until the DM's guide was physically shipping. A few hours later I received an email saying that the Player's Handbook was cancelled from the order.
I submitted a support ticket and have received two bulk email responses, but have never received the email that tells me how to reorder the Player's Handbook. I think they just sent that to the people that used PayPal. There seems to be a second group of people that had issues that used prepaid cards.
There is a second group because I have gotten the bulk mail but never got any other email telling me how to reorder with the discounts. I ordered with my Apple Credit Card.
Yeah, I don't mind reordering but I want to make sure that I don't get charged shipping and that I get the bundle price for the physical books. I am hoping that they are able to figure out the folks that used prepaid cards soon. If I knew it was going to be a problem I would have used a real credit card.
I used a real credit card and I have the problem.
I was charged the full amount of $99.98 for two copies of the physical edition on the day I placed the order using my debit card. However, there were also two additional attempts to charge the same amount before the order was canceled. I removed my payment details to avoid multiple charges.
It's been a week, and I haven’t received confirmation about whether the payment was successfully processed. From my side, I see the full amount debited, along with two additional failed attempts.
I am unable to take any further action until I receive confirmation—whether the payment was successfully processed or not. Based on the information I have, it appears that there are further attempts to charge my account. I am eager to resolve this issue as soon as possible.
Welp I got the mail to reorder with coupon codes to give the discount and free shipping.
Order is still in process so we'll see how this goes.
I wanted to add myself to the list of people who got the email about reordering. I successfully placed my order with the coupons provided. I hope they do manage to figure this out before the next two books arrive.
Am I the only one left behind? Got cancelled twice although I added another payment method after first cancellation. No instructions, no coupons, not even in spam folder.
Lol, a FedEx label was created over 24 hours ago on my order.
Hasn't been any movement since.
To those of you who are reordering; Good luck. Maybe you'll get your PHB before the DMG launches at this rate.
I haven't gotten anything either. I'm in the same boat you are. two cancellations, no email with instructions about what to do next. I'm reluctant to go buy it somewhere else because I don't know if they are going to charge me again. The lack of communication is disheartening.
Yeah, this whole fiasco is ridiculous.
LT abandoned the thread pretty fast. Can't say as I blame her, considering it's not her fault, you have a lot of frustrated people here, and she can't really do much to help us. Still, lack of any meaningful communication is only exacerbating the situation.