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大卖分享:更换亚马逊店铺关键敏感信息之case报备论

AMZ123每天都会和遇到各种问题的卖家们打交道,深知作为亚马逊卖家的不易。


本着解决卖家在亚马逊开店、运营等问题的初衷,AMZ123后续会联系有经验的卖家不定期分享,希望大家从中有所收获~

 

作者:微博@拉长物料员

原标题:更换亚马逊店铺关键敏感信息之case报备论

下文经作者授权转载,如需转载请联系原作者。



大卖分享:更换亚马逊店铺关键敏感信息之case报备论



引子:转让过账号的朋友们应该比较容易明白我这篇文章的。

 

先看图

       大卖分享:更换亚马逊店铺关键敏感信息之case报备论      

如果图片不清晰,请看文字:

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 ""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:

 

seller-performance@amazon.com

 

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?


大卖分享:更换亚马逊店铺关键敏感信息之case报备论

我是119事件跟进时间最久的当事人之一,在此我引入五个概念:
 
亚马逊人工团队:卖家支持(包含绩效等团队),买家支持,其他亚马逊internal team。
亚马逊审核机制:机器人和人工。
 
从两年前入行开始到现在,新拿来的账号,对于更换信用卡和收款信息关键的敏感信息,我一直都有遵从同事和服务商的
case"报备论"。


而亚马逊也会时不时突然的对信用卡或者收款风控加强,例如去年有时期换信用卡触发二审,换收款账户而导致账户被锁定或者清号/删档。
 
对于交易过来的账号,我们首先需要更换的
三个重要敏感信息,
容易触发机器人和人工审核的是:
环境,扣款(信用卡),收款(银行账号)。
 
通常这三个东西(环境,扣款(信用卡),收款(银行账号)更换的时间间隔最起码在三个工作日以上,因为:
Also, please be informed that whenever you add or change bank account information, a three-day security hold goes into effect.
(翻译参考:此外,请注意,每当您添加或更改银行账户信息时,三天的安全保留将生效。)
 
为什么突然又想这么坚定的把报备论写出来,因为今天我还是因为大意差点失了荆州了。
 
大卖分享:更换亚马逊店铺关键敏感信息之case报备论

傍晚,出于对资金规划的考虑,打算更换某些一些one years old账号的收款账号。


第一个直接更换,没事。


第二个更换大概1小时内没问题,之后账号被掉出来,输入密码,显示密码不正确:
       
大卖分享:更换亚马逊店铺关键敏感信息之case报备论
     
当时我心里慌了一下,但是我还是自信满满,通过邮箱获取一次性验证码,更换了密码,再次尝试登录之后就是:
       
大卖分享:更换亚马逊店铺关键敏感信息之case报备论


这个时候有点噶子慌了(很慌了),随后我立即通过账号的
help-
https://sellercentral.amazon.com/cu/help/contact-us
 联系卖家支持团队。
       
大卖分享:更换亚马逊店铺关键敏感信息之case报备论
     
大卖分享:更换亚马逊店铺关键敏感信息之case报备论
      
大卖分享:更换亚马逊店铺关键敏感信息之case报备论
     
同时我发了一封邮件给seller performance,这两个地方的comment和给seller performance邮件的内容大概是:

我的名字是XXX(法人名字,个人店铺的注册人名字)

前台店铺名字XXX

亚马逊账户邮箱是XXXX@XXX.com

收款账号XXX

信用卡XXX

我把我的收款XXX换成了XXX,现在我的账号被锁定了,这是我本人在操作等。


这些内容就是账户所有者和账户的credit,当然你有真实的paper work,一并提交会更好。
 
这个其实和一些做加拿大站的朋友们在添加或者更改加拿大站的收款信息出现的原理和情况类似,因为北美三个站点是一体的。
 
之后
买家团队
收到的邮件:
  大卖分享:更换亚马逊店铺关键敏感信息之case报备论     
     
邮件内容:

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



卖家团队
收到的邮件:
       
大卖分享:更换亚马逊店铺关键敏感信息之case报备论
            
大卖分享:更换亚马逊店铺关键敏感信息之case报备论
     
文字内容:

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


继续故事,收到卖家团队和买家团队的notification邮件之后,心态才慢慢恢复平静。再次通过邮件验证码更换了一个之前没有使用过的密码。
 
能够登录账号之后,发现果不其然收款账号和信用卡信息都成为空白了。重新添加收款和扣款,我添加的是一直在使用的,而不是更改后将来要使用的。
 
这里穿插一点,道上玩强开的就是利用这个
系统漏洞。
 

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.

(翻译参考:我们相信,未经授权的一方可能已经访问了您的Amazon.com卖家账户。因此,我们已经暂时限制了对您的账户的访问,并停用了您的列表。为了您的安全,您的完整信用卡号码不会显示在您的账户中,也无法通过我们的网站访问。)


bank account也是一样 not displayed in your account。
 
这个时候你就不要霸蛮去换你要更换的新的信用卡或者收款了;信用卡更换会导致因为一审账号特别容易触发二审;或者收款账号更换会导致二审账号锁定的更严重——锁死,清号或者删档。

 
通过更改密码也更换回到一直使用的收款和扣款账号后,卖家团队收到回复如下:
       
大卖分享:更换亚马逊店铺关键敏感信息之case报备论

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



这里亚马逊只想验证我账号的credit(reliability或者 trust score),只是为了核实所有操作为本人;
 
如果平时有坚持
risk ahead
的习惯,问题不会太大也不会太严重。



如果要paper work,那我的成功率会低于50%,大家都懂的,就是那些个不可描述的原因。
 
如需提供了

Name of bank

Date of bank account upgrade

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


之后,亚马逊客服回复
       
大卖分享:更换亚马逊店铺关键敏感信息之case报备论
     
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.
 
当把收款和信用卡都换回了之前一直使用中的账号后,为保险起见,随后开了一个case,回复如开篇的图片和邮件所示,其中重点是:
 
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.
 
(翻译参考:一旦您通知我们的
卖家绩效团队
,他们会意识到您的账户中出现了这个问题,所以您的账户不会受到影响,也不会出现任何问题。
 
接着继续问我是保持原来的银行账号还是可以换新的,回复是开篇第一张图
 
之后我就继续换成了新的银行账号,再回复了这个case。目前还没回复,账号也OK。
 
大卖分享:更换亚马逊店铺关键敏感信息之case报备论

那为什么买家团队和卖家团队都会发这个风险警告邮件呢?
 
买家账号和卖家账号是一体的,其实你的买家账号的银行账号和信用卡信息是一样的。
 
那这个卖家团队和
卖家团队自动邮件notification
,风控警报是人工触发的还是因为机器触发的?
 
我的个人经验是:
先机器把关,再人工介入。
 
账号资质好的,触发机器审核,没问题,过;人工后续再介入人工审核,没问题,过。


账号资质差的,触发机器审核,有问题,不过;人工后续再介入人工审核,没问题,过。


账号资质差的,触发机器审核,有问题,不过;人工后续再介入人工审核,有问题,不过。
 
然后再视
账号评分和风险动作的评估
,决定你是否需要提供哪些资料,个人信息identify就够了,还是需要更多的paper work(例如信用卡问题引起的utility bill review,所谓的二审)。
 
正常情况来说,不需要过分慌张把所有的资料一股脑的都提交上去,包括你PS的假资料或者过期的信用卡账单,反而弄巧成拙。
 
欧美法系注重的是一个
credit
(reliability或者 trust score),你的credit card是会对你信用和可信度的有力证据;如果你的credit 没问题,就不需要去画蛇添足般做多余的paper work了。
 
通常我们刚刚拿到号或者拿的新号,都会开case报备收款或者信用卡信息的更改,思路如下:
 
Dear Amazon,
 
由于为了更好的资金规划,
或者由于亚马逊收入或者成本核算,等等冠冕堂皇的理由
我现在需要把卡号A换成卡号B,可以再傻白甜的问一句,会不会对我的账号有风险?
然而大多数客服会说,you can very well change/update your bank account/credit card information at any time on your seller account.
 
很多人直接换过,也没有出现这样的问题。原因大概有:账号少,你的账号资质好,而且只是更改了单一的关键信息等等。

你的亚马逊账号,亚马逊链接,你的品牌在亚马逊系统里也会有质量得分和风控评级的。

 
之前我每一次更换收款和扣款都会报备,有经历过偶尔有一两次邮件和在线聊天功能还在的时候,客服说过他已经移除了账号的一个的风险警报,你可以放心的更改或者什么的,邮件和聊天记录内容我找不到了。
 
当case报备完,客服说你可以随便换的时候;那你就直接换信息就好了。
 
换完了之后也可以不嫌麻烦的再回复一下case,大致意思:
亲爱的亚马逊团队,请获悉我已经把我的收款/信用卡从A换成B,请移除对我账号的一个risk alert.
 
其实这篇文章我主要需要阐明和论述的是关于
更改关键信息case报备的一个重要性,
小心使得万年船,希望我的这篇文章能够让大家相信市面上所流传的“case报备论”。
 
其他知识点稍微带过的一些点,这里就不在去细致的说了,这么晚还打算把这个文章写下来,更多的是把这个事情当作一个个人日记的形式记录下来(复盘),不过只是这篇个人日记是公开的。


因为有点困,叙事性可能有点混乱,时间线或许会有点前后不一致,请大家见谅。
 
晚安。
 


大卖分享:更换亚马逊店铺关键敏感信息之case报备论



通常卖家们遇到这类型的问题时,如信用卡更换,收款账号更换等,都是建议先报备后换卡,小心驶得万年船哦~


文章中的邮件原文建议大家自己翻译下哦,在此推荐下
AMZ123
站长新发现的翻译小工具,据说比谷歌好使一些:
       
      网址:
https://www.deepl.com/translator

看完大卖精彩的分享,想必卖家们对信用卡更换的操作有了更进一步的认识,如若还有其他疑问,欢迎在评论区一起交流探讨~


整理   白石/AMZ123
声明:转载本文不得修改标题及原文,并保留来源以及原文链接。
 


给小编一朵小fafa

作者:船长 来源:船长

本文为作者独立观点,不代表出海笔记立场,如若转载请联系原作者。