Just pre-ordered endwalker CE, but no confirmation mail / not in order history

[eirins]

12+ hours since that mass email went out and I have nothing.

Been a few days just wondering if anyone who bought from the UK/EU store has had any communication from the store at all? I've still not had a reply to the ticket I sent them on Monday and it is getting a little annoying there is still no response on this matter yet.

Wondering if you managed to get a response from support by now? I'm still waiting. Also, did you get the mass email?

[Toeol]

https://www.reddit.com/r/ffxiv/comme...mails_are_now/


So it looks like the general pattern is this - If you attempted to pre-order within the first 5 or so minutes of the opening, the store was under so much stress and was breaking, that there is a chance that the pre-order was not actually processed on the site for an hour afterwards. In some cases it seems the pre-order was not processed -at all-

So in this time, the people who did not get affected by it managed to get the pre-order, the website finally caught up but the people who got affected (like me) had an hour added on to their purchase time, by that point they were sold out (as they had done so in 30 minutes) so the items were all set to Pending, basically waiting for either more to be released or for others to cancel theirs, at which point it is down to when the store registered your order to if you get one or not.

So many got screwed for SE's Shody store, again.


to add insult to injury, because the entire order is locked to pending, there are no keys to redeem so no pre-order items either!

[eirins]

https://www.reddit.com/r/ffxiv/comme...mails_are_now/


So it looks like the general pattern is this - If you attempted to pre-order within the first 5 or so minutes of the opening, the store was under so much stress and was breaking, that there is a chance that the pre-order was not actually processed on the site for an hour afterwards. In some cases it seems the pre-order was not processed -at all-

So in this time, the people who did not get affected by it managed to get the pre-order, the website finally caught up but the people who got affected (like me) had an hour added on to their purchase time, by that point they were sold out (as they had done so in 30 minutes) so the items were all set to Pending, basically waiting for either more to be released or for others to cancel theirs, at which point it is down to when the store registered your order to if you get one or not.

So many got screwed for SE's Shody store, again.


to add insult to injury, because the entire order is locked to pending, there are no keys to redeem so no pre-order items either!

I've been talking to a few people and this seems mostly true, but there seems to be another issue for those who placed their order within 1-2min. Two people in this category said they got response, basically "sorry we can see your order, and can confirm it was placed early but your order was bugged so we can't put you on the waitlist" Like what??? One person said they were offered to be on waitlist when talking to support. And I am still awaiting any kind of response.

[CKNovel]

What now?

All we can do is wait, hopefully there's no mass scalping, if we could not buy one Collector Edition within 5 minutes, there's no way a scalper could have created multiple accounts and switching like a crazy Bobby Kotick with bloodshoted eyes, pupils replaced with dollar signs.

At most, the best action I can imagine would be to ask for additional informations, communication about how and when.
With orders pending, they have a good view of how much they actually need to refill the stock. We know some multiple orders are going to be automatically canceled aswell.
It's kind of frustrating but no need to vent in the forums or against the support, we wouldn't progress this way.

Hopefully, the waiting list is enough to make them realize how much they need to restock. And that they will restock, no one knows if they actually make a lot of money out of the collectors.

[Kogekigami]

I did my order and then i did my partners order for them as they were unable to (through there account so these orders where places through two seperate se accounts) My order was first donje as 12:23 through my paypal. the second order was about 1pm on my credit card. Nither of us got an out of stock message and both went through pending. I thought maybe it be ok just system being slow sent a support ticket and got no answer.

Till yesterday. My partner (the second order) got the confirmation where i got a email saying at time of ordering they were out of stock (the first order???)

One of our friends who got there order in at 12:10 also got the out of stock email. I'm not going to lie the moment i got that email i was tempted to cancel everything and not play the next expac or ffxiv again and i have whaled this game hard. I so upset by the really poor set up and customer support here and i hope someone is getting an ear full for this cause i know the dev team must be mortified by this show. Please let us who orders where failed due to a website error be counted and additional ones made to cover those who woke up on time to get our orders in asap.

[seraf]

Square needs to do some more waves for the CE this game is too popular for them to release only like 60,000 pre-orders total or whatever amount it was. I managed to get one but I don't know a single other person who was able to grab one. Now people are resorting to buying them on eBay for like $600 due to the shortage.

[george357]

made my preorder and got my confirmion 15 mins later unlocked the early access code and got my items and early access.

[Ihm]

I just want to know if they're going to be restocking them or not. The email said if people cancel their preorder then we get them, implying there will be no more stock created at any point. So basically we're screwed, due to insane bugs in their system, and they're just washing their hands of it. Guess we need to wait until next week to see what their response is to the many support tickets they've probably received (my own included).

[Toeol]

Sergio (SQUARE ENIX EU STORE SUPPORT)

27 May 2021, 14:35 CEST

Dear ,

First of all we apologize for the delay in replying and thank you for contacting the Square Enix EU Store Team.

Regarding your order: xxxxxxxx, I have verified that the used payment method was PayPal, and in some cases this method could take more time than others. Therefore in this kind of releases, this circumstances could be caused because at the time your order was placed after your payment method was verified, the FINAL FANTASY XIV: Endwalker Collector’s Edition was unfortunately already out of stock.

Despite the digital item's early access code could be get as soon as you place the order, the whole order status also affects to the digital items and for this reason you are not able to get any digital code yet.

Moreover, due to the current order status, is not possible for us to manage any item within the same order until the status turns to a confirmed Pre-order. However in case you would like to acquire the digital items by separately placing another new order, you can contact us back once your original order (#xxxxxxxx) has been confirmed or debited, to request the partial refund proportional to the digital items.

I hope this can clarify your orders situation, and don't hesitate to contact us for any further information.

Don't hesitate to contact us for any further information.

Best,
Sergio

The Square Enix EU Store Team

basically confirming what was already believed, Paypal delayed the purchase and they went Out of stock in the delay

nothing else can be done other than ordering the digital in the meantime and getting a refund if the original order ever goes through

[Kogekigami]

yeah I got the same which is ridiculous surely when you submit an order it should hold it till its either confirmed or declined or don't offer paypal as an option. I never had an issue with pre ordering collectors editions through paypal with hw sb and shb other online stores don't seem, to have a proplem using paypal its like the globals number one internet payment tool? thet got to sort this out some how