Big seller sharing: Case report on changing key sensitive information of Amazon store

I deal with sellers who encounter various problems every day, and I know how difficult it is to be a seller on Amazon.

In order to solve the problems of sellers opening and operating stores on Amazon, we will contact experienced sellers to share from time to time. I hope everyone can gain something from it.

Author: Weibo@拉长材員

Original title: Case report on replacing key sensitive information of Amazon stores

The following content is reproduced with the author's permission. If you wish to reprint, please contact the original author.

Introduction: Friends who have transferred their accounts should find it easier to understand this article.

Look at the picture first

If the picture is not clear, please see the text:

Hello from Amazon Selling Partner Support,

I understand that you would like to update your deposit method and want us to make sure that your account is not affected because of this. I will assist you with this.

Thank you for informing about this in prior.

In this case, as per the update we received from the internal team, I would like to inform you that, you can very well change/update your bank account information at any time on your seller account by following the steps on the below help pages.

https://sellercentral.amazon.com/gp/help/G851?referral=A22NJXB6ZNXZI6_A3TBHJJ70WF7AO

Also, as we informed earlier I can assure that these changes will not affect your account health.

When you try updating the bank account information this process will request for a old bank account for security reasons. If you remember your old bank account number then you can proceed to change your bank information without any issues. If you don't have/remember the old bank account details or if you face any trouble to enter the old bank account number then I request you to contact us via Phone to trouble shoot the issue further, because Sellers who don't have their old bank account details need to under go a deep security verification process.

You can request a call from us seven days a week between 5:00am and 6:00pm Pacific Time. To request phone calls from your Seller Central account you can use the ""Call me now"" feature through below steps:

1. Click on ""Contact Seller Support"" button in the ""More ways to get help"" box found on the right side of Help pages. Or you can simply use the ""Contact Seller Support"" link available at the bottom of all Seller Central pages.

2. Select the service and then select the issue for which you require our help

3. Select the ""Phone"" tab

4. Select your country

5. Enter your phone number and Extn. (if any)

6. Check ""+ This issue is urgent and requires immediate attention"", box if required

7. Click on ""Call me now"" button

Also, please be informed that whenever you add or change bank account information, a three-day security hold goes into effect. Fund transfers cannot be initiated until the hold expires. Only the primary account owner can make changes related to payment information.

In this case I would like to inform you that we have seller performance team who take cares regarding the seller activities on account. In this situation, I kindly request you to contact our seller performance team to inform them about the changes in your account.

We at seller support team does not have an option to forward your issue to our seller performance team as they need direct information from the seller for documentation purpose.

Once you informed our seller performance team, they will be aware of this issue that you are making changes in your account so your account will not get affect and also it will be safe without any issues.

You can directly contact our performance team by using email address:

[email protected]

Once you have contacted seller performance team and inform them about the changes you made in your account so that they will make a note about this in your account and make sure that your account is not affected because of this.

To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.

Were you satisfied with the support provided?

I am one of the people who has followed up the 119 incident for the longest time. Here I introduce five concepts:

Amazon manual team: seller support (including performance teams), buyer support, and other Amazon internal teams.

Amazon review mechanism: robots and humans.

From the time I entered the industry two years ago to now, I have always followed the case "reporting principles" of my colleagues and service providers when it comes to changing key sensitive information such as credit card and payment information for new accounts .

Amazon will also suddenly strengthen its credit card or payment risk control from time to time. For example, last year, changing credit cards triggered a second review, and changing payment accounts caused accounts to be locked or cleared/deleted.

For the accounts that have been traded, we first need to replace three important sensitive information that are likely to trigger robot and manual review: environment, deduction (credit card), and receipt (bank account).

Usually, the time interval between the changes of these three things (environment, deduction (credit card), and receipt (bank account) is at least three working days, because:

Also, please be informed that whenever you add or change bank account information, a three-day security hold goes into effect.

(Translation reference: In addition, please note that whenever you add or change bank account information, a three-day security hold will take effect.)

Why do I suddenly want to write the report so firmly? Because today I almost lost Jingzhou because of my carelessness.

In the evening, for financial planning considerations, I planned to change the payment accounts of some one-year old accounts.

The first one was replaced directly, no problem.

The second change was fine for about an hour, but then the account was dropped and I entered the password, but it showed that the password was incorrect:

I panicked for a moment, but I was still confident. I got a one-time verification code through my email, changed my password, and tried to log in again. This is what happened:

At this time, I was a little panicked (very panicked), and then I immediately

help - https://sellercentral.amazon.com/cu/help/contact-us Contact Seller Support.

At the same time, I sent an email to seller performance. The comments in these two places and the content of the email to seller performance were roughly as follows:

My name is XXX (legal person name, name of the registrant of my personal store).

The front-end store name is XXX.

The Amazon account email is [email protected]

. The payment account is

XXX. The credit card is XXX

. I changed my payment XXX to XXX. Now my account is locked. I am operating this myself.

These contents are the account owner and the account credit. Of course, it would be better if you have real paper work to submit together.

This is actually similar to the principle and situation that some friends who run the Canadian site encounter when adding or changing the payment information of the Canadian site, because the three sites in North America are integrated.

The buyer team received the following email:

Email Content:

Hello,

We believe that an unauthorized party may have accessed your Amazon.com account. For your security, we have assigned a temporary password to your account and reversed any changes made by this party. Any pending orders have been canceled.

You will need to reset your password when you return to the Amazon.com site. To reset your password, click "Your Account" at the top of any page on Amazon.com. On the Sign In page, click the "Forgot your Password?" link to reach the Amazon.com Password Assistance page. After you enter your email or mobile phone number, you will receive an email containing a personalized link. Click the link from the email and follow the directions provided.

Your new password will be effective immediately. We recommend that you choose a password that you have never used with any website.

You will also need to:

-- Re-enter your complete credit or debit card number the next time that you place an order.

-- Re-enter any addresses that you recently added to your account.

-- Check your subscriptions, if you have any. You may need to update them.

If you have any trouble resetting your password, use the Contact Us form on our Help pages.

You can also enable Amazon's Two-Step Verification, a feature that adds an extra layer of security to your account. You can activate this feature from the Advanced Security Settings page located in Your Account under Login & security.

We do not know how this person got your sign-in information because that happened away from our websites. Some techniques include using malicious software to capture a user's keystrokes, trying common passwords, and sending fraudulent emails that request account information (known as "phishing").

To learn more about safe online shopping, go to Amazon.com Help, then Other Topics & Help Sites, and then click Security & Privacy.

Sincerely,

Amazon.com

Email received from seller team :

Text content:

Hello,

We believe that an unauthorized party may have accessed your Amazon.com seller account. As a result, we have temporarily restricted access to your account and deactivated your listings. For your security, your full credit card number is not displayed in your account and cannot be accessed via our website.

We do not know how your sign-in information was obtained, since the unauthorized party obtained this information on a site other than Amazon.com. Some common techniques used to gain access to this information include:

-- Using malicious software to capture a user's keystrokes and Internet activity

-- Trying commonly used passwords

-- Sending fraudulent emails asking recipients to provide or update personal, financial, or other account information (commonly known as “phishing”)

Learn more about keeping your account information secure in Seller Central Help: https://sellercentral.amazon.com/gp/help/34901.

To regain access to your account, you will need to reset your account password with a new, unique password that you do not use for any other account or website. We also suggest that you change the email address associated with your selling account to prevent unauthorized access from other parties. We also suggest you review your Seller Central account to verify that the following information is accurate. If changes have been made, please make the necessary corrections.

-- Email address preferences

-- Payment information

-- Authorized secondary users on the account

--Two-step verification details

-- Business, shipping and returns, and tax information

-- Active and pending promotion codes

--User permissions

-- Amazon Storefront

-- Listings and condition notesIf the unauthorized party accepted orders for items you did not list, we recommend canceling orders that have not shipped or offering refunds for orders that the unauthorized party marked as “shipped.”

If you find problems with recent disbursements, you can follow this link to reach a member of the Seller Performance Team:

https://sellercentral.amazon.com/cu/contact-us. In your email, please include the last four digits of the bank account where your disbursements should be deposited. Once you have confirmed that your account and listing information is accurate, change your listing status to Active to sell on Amazon.com.

If you need help with your account or listings, you can reach our Seller Support Team by clicking Get Support at the bottom of any page in Seller Central.You can view your account performance at

(https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_ap) or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.

-- iOS App

(https://itunes.apple.com/us/app/amazon-seller/id794141485?mt=8)

-- Android App

(https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_US)

Sincerely,

Seller Performance TeamAmazon.com

http://www.amazon.com

Continuing the story, after receiving notification emails from the seller team and the buyer team, I slowly regained my composure. I used the email verification code again to change my password to one that I had never used before.

After I was able to log in to my account, I found that the payment account and credit card information were blank. I added the payment and deduction information again, but I added the one I had been using, not the one I would use in the future after the change.

Let me interject here that those who force their way into the game take advantage of this system loophole.

“

We believe that an unauthorized party may have accessed your Amazon.com seller account. As a result, we have temporarily limited access to your account and disabled your listings. For your security, your full credit card number is not displayed in your account and cannot be accessed through our website.

The same goes for bank accounts, which will not be displayed in your account.

At this time, you should not forcefully change the new credit card or payment account you want to replace; changing the credit card will make the first-instance account particularly prone to triggering a second-instance review; or changing the payment account will cause the second-instance account to be locked more severely - locked, cleared or deleted.

After changing the password and switching back to the payment and deduction account that has been used, the seller team received the following reply:

I've reviewed your email and understood that your have changed the deposit method for your seller account but you received email stating that, We have detected unusual activity on your account and have locked it temporarily so you would like to know how to proceed further.In order to proceed further, We need additional information from your end.

Name of bank

Date of bank account upgrade

Date of when you first tried to update the bank account.

Thank you for selling with Amazon

Here Amazon only wants to verify the credit (reliability or trust score) of my account, just to verify that all operations are performed by me;

If you have the habit of taking risks ahead , the problem will not be too big or too serious.

If I need paper work, my success rate will be less than 50%. As everyone knows, it’s because of those indescribable reasons.

If necessary,

Name of bank

Date of bank account upgrade

Date of when you first tried to update the bank account.

Afterwards, Amazon customer service replied

I would like to inform you that, we have forwarded your concern to our internal team with the information provided by you. we will notify you once we receive an update from them.

After changing the payment and credit card back to the previously used account , I opened a case for safety reasons. The response was as shown in the picture and email at the beginning, with the key points being:

Once you notify our Seller Performance team , they will be aware of this issue in your account, so your account will not be impacted and there will be no issues.

Then he continued to ask me whether I should keep my original bank account or change to a new one , and my reply was the first picture at the beginning.

After that, I changed to a new bank account and responded to the case. There has been no response yet and the account is OK.

Then why do both the buyer team and the seller team send this risk warning email?

The buyer's account and the seller's account are integrated . In fact, the bank account and credit card information of your buyer's account are the same.

So, is the risk control alert for this automatic email notification between the seller team and the seller team triggered manually or by a machine?

My personal experience is: first the machine checks, then human intervention.

If the account qualifications are good, it will trigger machine review, and if there is no problem, it will pass; if there is manual review later, it will pass.

If the account qualifications are poor, it will trigger machine review, and if there is a problem, it will pass; human intervention will be made for manual review later, and if there is no problem, it will pass.

If the account qualifications are poor, it will trigger machine review, and if there is a problem, it will not be approved; human intervention will be conducted for manual review later, and if there is a problem, it will not be approved.

Then, based on the account score and risk assessment , you will be asked to decide what information you need to provide, whether personal information identification is enough, or whether more paper work is required (such as a utility bill review caused by credit card issues, the so-called second review).

Under normal circumstances, there is no need to panic and submit all the information at once, including fake information you Photoshopped or expired credit card bills, as this will only backfire.

The European and American legal systems focus on credit (reliability or trust score). Your credit card is strong evidence of your credit and credibility. If your credit is fine, there is no need to do unnecessary paperwork.

Usually when we just get a number or a new number, we will open a case to report the change of payment or credit card information. The idea is as follows:

Dear Amazon,

In order to better plan funds,

Or because of Amazon's revenue or cost accounting, and other high-sounding reasons

I now need to change card number A to card number B. May I ask another naive question: will there be any risk to my account?

However, most customer service representatives will say that you can very well change/update your bank account/credit card information at any time on your seller account.

Many people have changed their accounts directly without any such problems. The reasons may be: you have few accounts, your account qualifications are good, and you only changed a single key information, etc.

Your Amazon account, Amazon link, and your brand will also have a quality score and risk control rating in the Amazon system.

Before, I would report every time I changed the collection and deduction methods. There were one or two times when the email and online chat functions were still there, and the customer service said that they had removed a risk alert for the account and I could change it with confidence. I can't find the content of the email and chat records.

When the case is reported and the customer service tells you that you can change it at will, then you can just change the information directly.

After the change, you can reply to the case without any trouble. The general meaning is:

Dear Amazon team, please be informed that I have changed my payment/credit card from A to B. Please remove a risk alert on my account.

In fact, what I mainly want to explain and discuss in this article is the importance of case reporting of changes to key information. It is better to be safe than sorry. I hope this article can make everyone believe the "case reporting theory" circulating in the market.

I will not go into detail here about some other knowledge points that I have briefly mentioned. I am planning to write this article so late at night, and I want to record this matter more in the form of a personal diary (review), but only this personal diary is public.

Because I'm a little sleepy, the narrative may be a little confusing and the timeline may be a little inconsistent. Please forgive me.

Good night.

Usually when sellers encounter this type of problem, such as changing credit cards or payment accounts, they recommend that you report it first and then change the card. It is better to be safe than sorry.

I suggest you translate the original email in the article yourself. Here I recommend the translation tool newly discovered by the webmaster of AMZ 123 , which is said to be better than Google:

Website: https://www.deepl.com/translator

After watching the wonderful sharing of the seller, I believe that sellers have a better understanding of the operation of credit card replacement. If you have other questions, please feel free to discuss in the comment area~

Arrangement ✎ White Stone/

Statement: When reprinting this article, the title and original text must not be modified, and the source and original link must be retained.

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