D&D General D&D Player's Handbook PayPal Orders Suffer Processing Issues

According to forum comments on D&D Beyond, it appears that many customers who pre-ordered the 2024 Player's Handbook using PayPal are receiving emails which say that their payments failed to go through.

LaTia Jacquise, the D&D community manager, has asked those affected to file support tickets so that WotC can look into and rectify the issue.

The book's release is on September 17th. For those who pre-ordered the three core rulebooks, it appears that only the Player's Handbook is affected at this stage. Those who pre-ordered the digital and physical bundle were charged for--and received--their digital books previously; the physical portion of the order was charged separately, and it seems that this portion is the one that is failing.

Hey all! (Again, big font for visibility.)

I come with an update on these PHB pre-order cancellations. There were two potential reasons for these cancellations, and we are working to resolve the issues quickly.

The first reason was a tech issue that caused some orders to fail payment processing when shipping started which caused the order to automatically cancel. On September 11th, customers in this category were notified via email that we will attempt to re-process their order after 24 hours with the opportunity to opt-out by contacting customer service.

The second reason was due to payment failure of the original payment method used for the pre-order when shipping started which caused the order to automatically cancel. This payment failure could include things like insufficient funds or an expired card. In this case, customers will be notified today with instructions on how they can re-order the PHB book using an updated payment method.

We’re sorry for any inconvenience but wanted to keep everyone informed as we quickly work to resolve the pre-orders.

- LaTia Jacquise, D&D community manager​

​

 

[Oofta]

I just received notification that my PHB is shipping. What I did was add a default payment method then submitted a ticket saying my PHB still hadn't been ordered including the original order number. I also let them know I about the default payment method.

No idea if it was just adding the default payment method or the second support ticket I submitted but it appears to have worked, it was resolved within 12 hours after the second ticket. Could just have been coincidence. In any case, good luck to those who still haven't received their PHB. I feel your pain!

 

[EternalDungeonMaster]

I don't live near a FLGS so I rely on the internet for ordering physical gaming products. I have ordered physical products three times from Wizards of the Coast and in all three cases there was a significant of problem of some kind. Although they eventually got around to fixing each problem, they are slow and in one case I didn't receive my product for two months after its release date.

I stopped placing my orders directly with Wizards of the Coast and went back to Amazon for them. They ship quickly, they resolve problems quickly, and their return process is painless.

Say what you want about Bezos or Amazon as a company, but there is a reason why they're eating everyone's lunch.

 

[BovineofWar]

I stopped placing my orders directly with Wizards of the Coast and went back to Amazon for them. They ship quickly, they resolve problems quickly, and their return process is painless.

Say what you want about Bezos or Amazon as a company, but there is a reason why they're eating everyone's lunch.

Ha. I've had the exact opposite experience. Amazon doesn't ship a single D&D product I preorder, I spend hours with customer support for them to tell my order is with the wrong distribution centre, and they can't change the distribution centre so I need to cancel my preorder, and reorder the released product, then harass customer support again to honour the preorder price guarantee.

 

[Oofta]

Ha. I've had the exact opposite experience. Amazon doesn't ship a single D&D product I preorder, I spend hours with customer support for them to tell my order is with the wrong distribution centre, and they can't change the distribution centre so I need to cancel my preorder, and reorder the released product, then harass customer support again to honour the preorder price guarantee.

Wait? You mean other companies also sometimes have issues with preorders? I'm shocked. Shocked I tell you.

 

[Dire Bare]

Ha. I've had the exact opposite experience. Amazon doesn't ship a single D&D product I preorder, I spend hours with customer support for them to tell my order is with the wrong distribution centre, and they can't change the distribution centre so I need to cancel my preorder, and reorder the released product, then harass customer support again to honour the preorder price guarantee.

I haven't had any issues with Amazon shipping my books on time, but . . . . over the past year, they've started putting EVERYTHING into thin, lightly padded envelopes with no extra padding. My books started to arrive damaged. I no longer order books on Amazon, which is kinda ironic, considering they started as a book store.

 

[Nikosandros]

I haven't had any issues with Amazon shipping my books on time, but . . . . over the past year, they've started putting EVERYTHING into thin, lightly padded envelopes with no extra padding. My books started to arrive damaged. I no longer order books on Amazon, which is kinda ironic, considering they started as a book store.

Yes, Amazon's packaging has worsened. Books sometimes are dinged and, last summer, I ordered two small porcelain bowls for my cats and they arrived literally in tiny pieces. They were quickly replaced, but I wasn't impressed.

 

[Dire Bare]

Yes, Amazon's packaging has worsened. Books sometimes are dinged and, last summer, I ordered two small porcelain bowls for my cats and they arrived literally in tiny pieces. They were quickly replaced, but I wasn't impressed.

Amazon has quickly and easily replaced all my damaged goods too . . . with the new books shipped in the same light envelopes, also arriving damaged. Sigh.

I'm like totally sympathetic to the Amazon workers at the local warehouse in my area, but I if I'm going to order a book, it's a collectible to me and needs to be in pristine condition. Amazon can't (or won't) do that anymore.

 

[Sorcerers Apprentice]

This is probably for the best. Those affected can now wait until next year to buy their PHB, and get one with the errata printed.

 

[popuman]

Five
Days
Later

Got the confirmation of order email this morning a little about 4 hours ago as if this post. No charges to my payment method. No cancellation yet. However I never received anything related to redeeming the Dragons of D&D digital book and the goodies we were supposed to receive with the digital and physical preorder.

To be continued.

 

[Nikosandros]

However I never received anything related to redeeming the Dragons of D&D digital book and the goodies we were supposed to receive with the digital and physical preorder.

To be continued.

This appears to be a separate issue. I have pre-ordered the digital bundle and I also haven't received any of that suff. I've opened a support ticket, but communication is very slow. As I wrote upthread, I think CS is completely swamped at the moment.