Typically we do not post about administrative/subscription matters but the
circumstances of a recent system glitch/breach and the repercussions demand
a public response.
Avalon has gone through a series of sweeping overhauls of its card processing
system - the previous one having worked happily and problem-free for over
17 years - and while we are now [touch wood] finished and updated and
bug-free on our new system, there were some oversights and bugs in the
overhaul (therefore the billing) process. This has led to some billing errors
and while I've spoken to some of you to resolve/refund, others may be
shy of approaching me (or e-mailing firstname.lastname@example.org). Do not be!
Let me make it perfectly clear: ANY and ALL billing queries, including
possible over-charges, should be informed IMMEDIATELY. We have been running
our subscription-and-procure charging model for two decades and take
pains to ensure it is seamless. Talk to Genesis if there is even the slightest
uncertainty about something you may have been billed, or e-mail to
email@example.com to receive a quick response and resolution. We have
the facility to void/credit any erroneous transaction and the credit tends
to refund in under 48 hours. Moreover, I have a policy of compensation in-game
for the inconvenience so it's doubly worth letting us know!
I'll take this opportunity to clarify a few points, to set down some facts
that'll remain the case for as long as we have our current service - hopefully
another 17 plus years:
Transactions (unless you pay via Paypal separately) will appear on your
card/account under the name AVALON PUBLICATIONS. The originating currency
will be US dollars. Nothing else is valid. At all.
Snooping, watching and any other eavesdropping is blocked for everything
relating to personal information. See HELP SECURITY for further info.
Avalon no longer holds full credit/debit card details online (an extra,
mandatory security measure). This means that while subscriptions and
standard procurement and PAYMENTs will work as normal, it will no longer
be possible to arrange a charge without you pro-actively entering the
data yourself. For most countries we now also require a match of postal or
zipcode with credit/debit card used, by way of extra security layer. Please
make sure your details are correct.
The \"intro offer\" or reduced price subscription will henceforth be the
default for newly created characters - and those currently enjoying its
benefits. Newly created seconds will now also enjoy \"intro offer\" unless
otherwise state, rather than defaulting to the full price. Read through
HELP SUBSCRIPTIONS for further information.
Finally, let me take this opportunity to apologise on behalf of Avalon
for any inconvenience caused by recent billing errors. I know how
annoying it can be, especially if a bank whacks on a bunch of extra
charges. If that has happened to you, btw, let me know. I'll make sure
you are duly compensated.
I'm entirely confident we now enter a long period of glitch-free, seamless
billing and subscription/purchase processing (like we had before). It's not
a facet of Avalon one likes to dwell on - a gap in one's immersion - but
needs must and I trust all of you reading this will take to heart what I've
said about not standing on ceremony about discussing with me ANY billing
issue so there's no stone left unturned and nothing left unresolved.
Written by my hand on the 7th of Agamnion, in the year 1285.