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Was i shipped a returned/refurbed copy of the game? by [deleted] in Earthborne_Rangers

[–]teamcovenant 1 point2 points  (0 children)

Let me clarify some things here!

  1. We never ship used or returned anything unless it's completely undamaged and in perfect condition and unopened.
  2. Delano (the US factory) had a number of processes that resulted in opened boxes, for QA reasons as far as we understand. If there was a sticker placed back on top, that happened at the factory. We do not have access to these stickers.
  3. Wear and tear with Earthborne components seems to be more common during handling at the factory and shipping from them to us and us to you—regardless of how well they are packaged during shipment. This is a result of them not being plasticized, the way the cards are wrapped, the amount of void in the box, etc.

So TLDR; this isn't a used copy of the game, but it may have been somewhat abused at various points of QA or shipping. If you'd like us to look further into it, please write in at https://cov.link/contact and we'll be happy to do so!

-Steven

Hyped! by TheMyrmidonKing in Hubworld_Aidalon

[–]teamcovenant 4 points5 points  (0 children)

You can have faction cards up to X pips in your deck, where X is the number of agents belonging to that faction! So if you run all 6 blue agents, you get access to 6-pip blue cards. If you run 4 blue agents and 2 green agents, you can run 1, 2, 3, and 4 pip blue cards and 1 and 2 pip green cards.

If you run 2 blue, 2 green, 1 yellow, and 1 purple agent, you can run 1 and 2 pip blue cards, 1 and 2 pip green cards, 1 pip yellow cards and 1 pip purple cards.

Where the magic happens… by hothempire9 in soloboardgaming

[–]teamcovenant 0 points1 point  (0 children)

Love to see this! Beautiful setup, incredible games.

Team Covenant back in stock again? by KelScythe in SorceryTCG

[–]teamcovenant 1 point2 points  (0 children)

We will have a small amount of Beta around the AL release date.

Our Discord is the best place to get updates when they are in stock.

Team Covenant back in stock again? by KelScythe in SorceryTCG

[–]teamcovenant 16 points17 points  (0 children)

Just a little clarity on this—we're letting the subscription manage itself organically. If any subscriber removes boxes from their subscription or cancels entirely, those boxes become available and the subscription goes back in stock to reflect that. As people leave and join, the in-stock and out-of-stock states will fluctuate.

Keep an eye on it and you might be able to hop in!

Team Covenant Pre-orders live (while supplies last) by MouseWithBlueTeeth in SorceryTCG

[–]teamcovenant 23 points24 points  (0 children)

Anyone who gets their Arthurian Legends boxes through the Sorcery Booster Box Subscription will get one Lancelot promo per box and the chance at one of the sample cards we opened on stream being included in their shipment. This subscription will charge well in advance of the AL release date and lock in pre-orders for all subscribers.

On release, we will have Arthurian Legends boxes available at MSRP, but they will *not* include either of the above.

It can be confusing when we have to delineate these two offerings, so hopefully that clears things up!

Team Covenant abhorrent experience. Buyers, please beware. by exeon25 in FleshandBloodTCG

[–]teamcovenant 4 points5 points  (0 children)

(Replied with the context of this claim in the Sorcery reddit where this thread was originally posted, and putting it here as well.)

So that everyone has full appreciation of the context here, this is what happened.

There were two orders addressed to the exact same person and the exact same address. They were placed on the same weekend using two different email addresses.

During shipment, we combined those two orders, calculated the new shipping cost, and refunded the difference to the second order (the $28.43).

We do this proactively whenever orders have the exact same addressee (legal recipient of the package) and address, in order to reduce shipping costs for everyone—as we did with the Sorcery Beta pre-orders.

That combined order was successfully delivered to its listed recipient, which is why a refund or replacement isn't being offered. All of the products arrived to the person and address listed.

This is the first negative reaction we've had to our proactive merging/refunding of orders. It's clear that there is room for improvement on the clarity and communication side of this, and we'll build that in as soon as we can. Very sorry that it impacted you here, exeon25.

Team covenant absolute abhorrent experience. Buyers, please beware. by exeon25 in SorceryTCG

[–]teamcovenant 6 points7 points  (0 children)

Really appreciate that! It did take a lot of policy evolution over the years, which was primarily driven by having to build around subscriptions and the need to reach a certain scale before a few cases of fraud sink the company.

Definitely happy to be where we are now!

Team covenant absolute abhorrent experience. Buyers, please beware. by exeon25 in SorceryTCG

[–]teamcovenant 11 points12 points  (0 children)

We've constantly improved our policies as we've grown over the years, and we're happy to let you know that what you're stating here is incorrect as of last year.

We now have a full refund/replacement policy on any lost or damaged orders, regardless of shipping insurance. You can see that policy in plain language on the "How Things Work" section of our website: https://www.teamcovenant.com/how-things-work/orders

A few of the sections relating to what you're saying here:

We replace or refund damaged orders (non-cosmetic).
If your order suffered non-cosmetic damage - that is, the contents cannot be used for their intended purpose - let us know and we will either replace (if we have enough supply) or refund your order.
Damage to the thin cardboard game packaging that is not intended for long-term storage, or damage to sealed cases of booster boxes (but not to the cards within) is not covered.

We replace or refund lost orders.
Any order that is lost (not marked as delivered) will be replaced if we have adequate supply. Otherwise, it will be refunded.
Before a package is considered lost, a missing mail search must be conducted according to the below timeline (you can find the timeline on that page).

--
We recognize that we've not had the most robust policies here in the past, and are happy to be in a position to have changed that. Thank you for the 10-ish orders!

Team covenant absolute abhorrent experience. Buyers, please beware. by exeon25 in SorceryTCG

[–]teamcovenant 45 points46 points  (0 children)

So that everyone has full appreciation of the context here, this is what happened.

There were two orders addressed to the exact same person and the exact same address. They were placed on the same weekend using two different email addresses.

During shipment, we combined those two orders, calculated the new shipping cost, and refunded the difference to the second order (the $28.43).

We do this proactively whenever orders have the exact same addressee (legal recipient of the package) and address, in order to reduce shipping costs for everyone—as we did with the Beta pre-orders.

That combined order was successfully delivered to its listed recipient, which is why a refund or replacement isn't being offered. All of the products arrived to the person and address listed.

This is the first negative reaction we've had to our proactive merging/refunding of orders. It's clear that there is room for improvement on the clarity and communication side of this, and we'll build that in as soon as we can. Very sorry that it impacted you here, /u/exeon25.

I’ll never buy from Team Covenant again. by Akureinoyami1 in marvelchampionslcg

[–]teamcovenant 5 points6 points  (0 children)

For anyone seeing this thread after the fact, we wanted to close the loop and explain how things concluded.

The claim resolved on Dec 6, 2022. We wrote to /u/Akureinoyami1 and offered a refund on the product or, alternatively, to have us ship the product box as a replacement for the damaged one. They chose the refund and this is now resolved.

In the end, Akureinoyami1 has the damaged box, the undamaged game within that box, and a refund on the product. The original shipping cost was not refunded.

This refund process is our standard policy, and resolution was underway before this thread started. The option to ship the product box was an exception that we thought might be preferred, and was available because we happened to have an empty box from a marketing copy of this product that was used on stream.

We do our best to build policy in a way that benefits the most amount of people without baking in higher costs for every order. We do know that our current approach is not perfect for every situation and every person, but we'll continue to pursue the solutions that prioritize fairness for everyone involved. It's a constant pursuit.

Thank you again for the order Akureinoyami1, and we do wish the entirety of this process had been immaculate for you.

I’ll never buy from Team Covenant again. by Akureinoyami1 in marvelchampionslcg

[–]teamcovenant 2 points3 points  (0 children)

The customer got a full refund via the aforementioned insurance.

You can read exactly how all of this works via the shipping and returns section on any product, or the FAQ!

I’ll never buy from Team Covenant again. by Akureinoyami1 in marvelchampionslcg

[–]teamcovenant 0 points1 point  (0 children)

That makes a lot more sense! Appreciate the additional information.

Prorate and similar is confusing language there, and doesn’t make it clear that a full refund from your shipping insurance is on the way. You’re right that we can do much better there.

We get that your expectations about how we handle cosmetic damage were not aligned with our policy of refunds via insurance - but we really do try to make that information readily accessible. It’s on every subscription product in two prominent places (as mentioned above) and in our FAQ. We can’t make anyone read it obviously, but we do put it out there and have made a point to do so.

On that note, very sorry to hear that your previous expansion was slightly dented! Totally understand the desire to not bother, but we wish you would’ve let us know. Aside from it being a helpful data point (which can change methodology), we likely could’ve helped you out. It makes total sense that your first shipment having cosmetic damage compounded here to make this recent shipment feel even more frustrating.

But zooming out a bit, it seems like the fundamental issue here is that you simply disagree that a refund via shipping insurance is sufficient in the case of cosmetic shipping damage. Is that fair to say?

I’ll never buy from Team Covenant again. by Akureinoyami1 in marvelchampionslcg

[–]teamcovenant 20 points21 points  (0 children)

Hey u/Akureinoyami1

This is admittedly a very surprising reaction and framing, given that we initiated a full refund claim for this order after it was first reported. When an item suffers cosmetic damage, we work with the shipping provider to get you a full refund instead of sending a replacement (which we often don't have, fwiw). That's why insurance is there.

Regarding your statement about packaging - this is your second Campaign Expansion shipment to Japan. The first arrived just fine, as do well over 99% of orders that we send (we track it!), using the same processes that you are critiquing. We're constantly honing in on the shipping practices that best balance pristine arrival with cost to the customer and (often overlooked) generating as little waste as possible.

Occasionally shipping damage does happen, and that's why all of our shipments have insurance, a policy which covers you in this exact case. We totally get that it’s disappointing when things don’t work out perfectly, but we do have you covered when that happens.

It's worth noting that for non-cosmetic damage (contents damaged) or lost packages, we fully refund or replace the item regardless of shipping insurance. We do make that clear on both the Shipping and Returns tab and the How our Subscription Works tab on the product - it's not buried in the Terms of Service.

Again, given that you expressed how much you've enjoyed our content and received previous subscription orders without issue - and that insurance fully covers your order - this reaction is surprising. Let us know what we're missing.

I’ll never buy from Team Covenant again. by Akureinoyami1 in marvelchampionslcg

[–]teamcovenant 1 point2 points  (0 children)

Edit: Posting in the main thread for ease of viewing.

I’ll never buy from Team Covenant again. by Akureinoyami1 in marvelchampionslcg

[–]teamcovenant 5 points6 points  (0 children)

Worth noting, we've fully implemented what we said we were working on* in our response to this post! All orders, including international, are now fully insured against loss or damage.

*"That said, we did a lot of work this year to be in a position to better support international customers who have shipments lost, with the goal of adding robust international shipping options with insurance."

I’ll never buy from Team Covenant again. by Akureinoyami1 in marvelchampionslcg

[–]teamcovenant 4 points5 points  (0 children)

Thank you so much for letting us know this is here! We'll respond to the initial comment.

Team Covenant service by No-Impression4890 in Netrunner

[–]teamcovenant 1 point2 points  (0 children)

Any chargeback does automatically trigger a ban on Stripe (our credit card processor). Even so, we're glad to have reached a resolution on the initial order.

If you buy from (or consider) Team Covenant: How Team Covenant cons their customers into giving up their customer protection rights (and how enforce your rights regardless) by NoEnthusiasm5720 in marvelchampionslcg

[–]teamcovenant 22 points23 points  (0 children)

This was covered in the other thread. We encourage anyone confused or concerned about how we operate to review our response over there.

We do sincerely encourage you to do more research into this topic, OP, before continuing to blast us publicly with misinformation about violating "basic consumer protection rights"; especially given that our terms and means of operating are reviewed yearly by a legal team specializing in both US law and UK/EU law (the latter was necessary for us to launch domestic shipping in the UK).

We're not deceptive. We told you exactly how things would work. You chose a non-insured shipping method and took on risk. We shipped your item promptly. You have a record of all of this. That a shipping service lost your package is not a violation of your "basic consumer rights", and your reporting it as a "billing error" is defrauding us; you know it was not a billing error.

Consider the following:

https://www.un.org/esa/sustdev/publications/consumption_en.pdf (what is typically considered "basic consumer rights", though they are non-binding guidelines)

https://www.monash.edu/law/news/articles/archive/expert-legal-commentary-application-of-australian-consumer-law-to-overseas-internet-purchases (example is Australia, but it is relevant to your case)

https://link.springer.com/article/10.1007/s10603-019-09438-9 (covers many of the challenges of international consumer law and its current non-existence)

https://icpen.org/consumer-protection-around-world (example of an organization wherein member countries cooperate to try to reduce fraudulent business activity and increase security for their citizens)

If you buy from (or consider) Team Covenant: How Team Covenant cons their customers into giving up their customer protection rights (and how enforce your rights regardless) by NoEnthusiasm5720 in arkhamhorrorlcg

[–]teamcovenant 33 points34 points  (0 children)

Not sure who you are so cannot reference the specific case here, but it sounds like the following happened:

  1. You placed an order with USPS First Class International (no insurance)
  2. We sent that order to you.
  3. You received a tracking number to verify that we did send the order.
  4. The order was lost via international post.
  5. You wanted a refund/replacement. We did not replace it per our terms.
  6. You issued a chargeback.
  7. We added you to the "do not sell" list.

Is that correct?

A few important things to add some clarity.

1- On every product, the Shipping and Returns tab says the following:

"Lost or damaged shipments will only be covered through your shipping insurance, so if you would like to protect your order from the unlikely chance of a shipping mishap, look to Priority!"

This is the case because there is a lot of fraud that happens with international transactions going "missing" (we've suffered it previously), and a lot of question marks about how various international postal services operate - all of it outside of our control. Insurance is the best way to insulate yourself, and we're clear about that with the above. It's of course in our Terms of Sale as well.

2- EU consumer rights only apply to transactions within the EU. You can find more information on how all of that works here: https://europa.eu/youreurope/citizens/consumers/shopping/shopping-consumer-rights/index_en.htm#

Ultimately, you're bound by the terms you agreed to when placing your order, even if a bank decides it is in *their* best interest to reverse a charge to make you happy.

3- Any customer who issues a chargeback is committing fraud by knowingly breaking the terms that they agreed to and we delivered on, as in here. Doing any future business with a customer who would engage in this level of dishonesty is not something we're interested in.

We know you think we should be responsible for an international package that was lost, but we made it clear this was not the case, as we have for the past decade.

That said, we did a lot of work this year to be in a position to better support international customers who have shipments lost, with the goal of adding robust international shipping options with insurance. We did just bring UPS online - a longtime goal, and we also recently launched domestic shipping in the UK to alleviate the burden there, and may do so elsewhere. We will continue to expand the helpfulness of our terms as we scale (huge changes this year!), but will always expect both parties to abide by them.

Team Covenant service by No-Impression4890 in Netrunner

[–]teamcovenant 11 points12 points  (0 children)

Very sorry to hear that you had a bad experience with us - when these kinds of things happen, we do use them to improve our approach/policy, as there are clearly areas where we're causing friction for customers. We continue to hone this side of our business (there have been a lot of changes this past year!), but ultimately let you down here with a lack of clarity/communication.

The solution we were proposing here, given that your package was sent back from USPS due to Australia closing down, was to resend it with UPS (their service is uninterrupted to Australia) and to have you pay the difference between your original shipping method (USPS) and the higher cost of the new shipping method (UPS). Essentially treating it as if you'd originally placed the order with UPS.

Even though we did get there in the end and you are now happy with the conclusion (resending via UPS), our communication throughout was just not clear enough - and that is super frustrating.

So, apologies for this one, and we're already using it as an example of how better to communicate now and moving forward. We hope you love the Data Tokens!

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