Fullfillment Issues
14 days ago
– Sat, Jan 21, 2023 at 09:56:22 AM
Yo, Outriders!
(Note this is the same update posted on Dead Man's Hand, but impacts all our outstanding campaigns.)
First, I want to thank the vast majority of you who have been very patient with all the delays.
Second, for those who have been increasingly frustrated, I get it, and you have every right to be, but I want to assure you we here at Outrider have been just as frustrated.
While we made some mistakes that added to the issue, I want to be honest and upfront, we've also had a lot of issues with our fulfillment center, and we recently learned most likely why. Outland has used Funagain Logistics to fulfill orders and campaigns for years and has always been very pleased with their service in the past. When things started getting crazy with these most recent campaigns, we have been working every day to get things sorted out, and we hit a lot of walls from Funagain.
We were just informed in the last few days that Funagain will be closing its doors, and while they have promised to fulfill all current standing orders, they have been delaying certain orders and other orders we can't even get a timeline on, which impacts most of you who still have not received their books.
So, here's where we are...
Funagain has in its possession and has, for some time, all the new printed materials. Orders are being filled and sent out, though in waves, and some we still do not have a timeline on because they will not give us one, despite us following up regularly with them. We've also been having other issues with them regarding payments, etc., so the short of it is they seem to be in a bit of disorder from the impending closure.
Also, we now have to move our entire inventory to our new fulfillment partners, which is in process now.
Jeremy, our publisher, has been dealing with this but has been very frustrated with the lack of communication from Funagain, and we kept hoping things would get resolved. It's been a bit overwhelming and extremely frustrating when folks are asking legitimate questions and voicing legitimate concerns, but we just don't have the answers.
And all of this transition will likely impact shipping on RotBC #2 and Raven as well while we make the transition.
This was not how we wanted to launch our new imprint, obviously, and I know a few folks have implied they won't back future projects because of all of this, which I understand.
The sad thing is we made some gorgeous books, and that has been affirmed by folks who are now receiving them. We will continue to push and problem-solve as best we can on our end, but unfortunately, we are also a bit at the mercy of Funagain until our transition is complete.
As stated before, we will not launch any new campaigns until we fulfill every current order, and our new system with our new fulfillment partner (a company Outland has dealt with for years but in a different capacity) will tie more directly into our new website and Kickstarters making fulfillment orders pretty much automatic. This will help streamline our process and be more efficient to avoid future issues.
Again, we are very sorry for everything and promise once we get through this round, things will go much more smoothly. We hope all of you will continue with us on this exciting journey because we have awesome things in the pipeline. Thanks for all of your support.
