大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論

        AMZ123每天都會和遇到各種問題的賣家們打交道,深知作為亞馬遜賣家的不易。


        本著解決賣家在亞馬遜開店、運營等問題的初衷,AMZ123后續會聯系有經驗的賣家不定期分享,希望大家從中有所收獲~

         

        作者:微博@拉長物料員

        原標題:更換亞馬遜店鋪關鍵敏感信息之case報備論

        下文經作者授權轉載,如需轉載請聯系原作者。



        大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論



        引子:轉讓過賬號的朋友們應該比較容易明白我這篇文章的。

         

        先看圖

               大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論      

        如果圖片不清晰,請看文字:

        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?


        大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論

        我是119事件跟進時間最久的當事人之一,在此我引入五個概念:
         
        亞馬遜人工團隊:賣家支持(包含績效等團隊),買家支持,其他亞馬遜internal team。
        亞馬遜審核機制:機器人和人工。
         
        從兩年前入行開始到現在,新拿來的賬號,對于更換信用卡和收款信息關鍵的敏感信息,我一直都有遵從同事和服務商的
        case"報備論"。


        而亞馬遜也會時不時突然的對信用卡或者收款風控加強,例如去年有時期換信用卡觸發二審,換收款賬戶而導致賬戶被鎖定或者清號/刪檔。
         
        對于交易過來的賬號,我們首先需要更換的
        三個重要敏感信息,
        容易觸發機器人和人工審核的是:
        環境,扣款(信用卡),收款(銀行賬號)。
         
        通常這三個東西(環境,扣款(信用卡),收款(銀行賬號)更換的時間間隔最起碼在三個工作日以上,因為:
        Also, please be informed that whenever you add or change bank account information, a three-day security hold goes into effect.
        (翻譯參考:此外,請注意,每當您添加或更改銀行賬戶信息時,三天的安全保留將生效。)
         
        為什么突然又想這么堅定的把報備論寫出來,因為今天我還是因為大意差點失了荊州了。
         
        大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論

        傍晚,出于對資金規劃的考慮,打算更換某些一些one years old賬號的收款賬號。


        第一個直接更換,沒事。


        第二個更換大概1小時內沒問題,之后賬號被掉出來,輸入密碼,顯示密碼不正確:
               
        大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論
             
        當時我心里慌了一下,但是我還是自信滿滿,通過郵箱獲取一次性驗證碼,更換了密碼,再次嘗試登錄之后就是:
               
        大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論


        這個時候有點噶子慌了(很慌了),隨后我立即通過賬號的
        help-
        https://sellercentral.amazon.com/cu/help/contact-us
         聯系賣家支持團隊。
               
        大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論
             
        大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論
              
        大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論
             
        同時我發了一封郵件給seller performance,這兩個地方的comment和給seller performance郵件的內容大概是:

        我的名字是XXX(法人名字,個人店鋪的注冊人名字)

        前臺店鋪名字XXX

        亞馬遜賬戶郵箱是XXXX@XXX.com

        收款賬號XXX

        信用卡XXX

        我把我的收款XXX換成了XXX,現在我的賬號被鎖定了,這是我本人在操作等。


        這些內容就是賬戶所有者和賬戶的credit,當然你有真實的paper work,一并提交會更好。
         
        這個其實和一些做加拿大站的朋友們在添加或者更改加拿大站的收款信息出現的原理和情況類似,因為北美三個站點是一體的。
         
        之后
        買家團隊
        收到的郵件:
          大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論     
             
        郵件內容:

        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



        賣家團隊
        收到的郵件:
               
        大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論
                    
        大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論
             
        文字內容:

        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


        繼續故事,收到賣家團隊和買家團隊的notification郵件之后,心態才慢慢恢復平靜。再次通過郵件驗證碼更換了一個之前沒有使用過的密碼。
         
        能夠登錄賬號之后,發現果不其然收款賬號和信用卡信息都成為空白了。重新添加收款和扣款,我添加的是一直在使用的,而不是更改后將來要使用的。
         
        這里穿插一點,道上玩強開的就是利用這個
        系統漏洞。
         

        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.

        (翻譯參考:我們相信,未經授權的一方可能已經訪問了您的Amazon.com賣家賬戶。因此,我們已經暫時限制了對您的賬戶的訪問,并停用了您的列表。為了您的安全,您的完整信用卡號碼不會顯示在您的賬戶中,也無法通過我們的網站訪問。)


        bank account也是一樣 not displayed in your account。
         
        這個時候你就不要霸蠻去換你要更換的新的信用卡或者收款了;信用卡更換會導致因為一審賬號特別容易觸發二審;或者收款賬號更換會導致二審賬號鎖定的更嚴重——鎖死,清號或者刪檔。

         
        通過更改密碼也更換回到一直使用的收款和扣款賬號后,賣家團隊收到回復如下:
               
        大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論

        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



        這里亞馬遜只想驗證我賬號的credit(reliability或者 trust score),只是為了核實所有操作為本人;
         
        如果平時有堅持
        risk ahead
        的習慣,問題不會太大也不會太嚴重。



        如果要paper work,那我的成功率會低于50%,大家都懂的,就是那些個不可描述的原因。
         
        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,亞馬遜客服回復
               
        大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論
             
        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.
         
        當把收款和信用卡都換回了之前一直使用中的賬號后,為保險起見,隨后開了一個case,回復如開篇的圖片和郵件所示,其中重點是:
         
        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.
         
        (翻譯參考:一旦您通知我們的
        賣家績效團隊
        ,他們會意識到您的賬戶中出現了這個問題,所以您的賬戶不會受到影響,也不會出現任何問題。
         
        接著繼續問我是保持原來的銀行賬號還是可以換新的,回復是開篇第一張圖
         
        之后我就繼續換成了新的銀行賬號,再回復了這個case。目前還沒回復,賬號也OK。
         
        大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論

        那為什么買家團隊和賣家團隊都會發這個風險警告郵件呢?
         
        買家賬號和賣家賬號是一體的,其實你的買家賬號的銀行賬號和信用卡信息是一樣的。
         
        那這個賣家團隊和
        賣家團隊自動郵件notification
        ,風控警報是人工觸發的還是因為機器觸發的?
         
        我的個人經驗是:
        先機器把關,再人工介入。
         
        賬號資質好的,觸發機器審核,沒問題,過;人工后續再介入人工審核,沒問題,過。


        賬號資質差的,觸發機器審核,有問題,不過;人工后續再介入人工審核,沒問題,過。


        賬號資質差的,觸發機器審核,有問題,不過;人工后續再介入人工審核,有問題,不過。
         
        然后再視
        賬號評分和風險動作的評估
        ,決定你是否需要提供哪些資料,個人信息identify就夠了,還是需要更多的paper work(例如信用卡問題引起的utility bill review,所謂的二審)。
         
        正常情況來說,不需要過分慌張把所有的資料一股腦的都提交上去,包括你PS的假資料或者過期的信用卡賬單,反而弄巧成拙。
         
        歐美法系注重的是一個
        credit
        (reliability或者 trust score),你的credit card是會對你信用和可信度的有力證據;如果你的credit 沒問題,就不需要去畫蛇添足般做多余的paper work了。
         
        通常我們剛剛拿到號或者拿的新號,都會開case報備收款或者信用卡信息的更改,思路如下:
         
        Dear Amazon,
         
        由于為了更好的資金規劃,
        或者由于亞馬遜收入或者成本核算,等等冠冕堂皇的理由
        我現在需要把卡號A換成卡號B,可以再傻白甜的問一句,會不會對我的賬號有風險?
        然而大多數客服會說,you can very well change/update your bank account/credit card information at any time on your seller account.
         
        很多人直接換過,也沒有出現這樣的問題。原因大概有:賬號少,你的賬號資質好,而且只是更改了單一的關鍵信息等等。

        你的亞馬遜賬號,亞馬遜鏈接,你的品牌在亞馬遜系統里也會有質量得分和風控評級的。

         
        之前我每一次更換收款和扣款都會報備,有經歷過偶爾有一兩次郵件和在線聊天功能還在的時候,客服說過他已經移除了賬號的一個的風險警報,你可以放心的更改或者什么的,郵件和聊天記錄內容我找不到了。
         
        當case報備完,客服說你可以隨便換的時候;那你就直接換信息就好了。
         
        換完了之后也可以不嫌麻煩的再回復一下case,大致意思:
        親愛的亞馬遜團隊,請獲悉我已經把我的收款/信用卡從A換成B,請移除對我賬號的一個risk alert.
         
        其實這篇文章我主要需要闡明和論述的是關于
        更改關鍵信息case報備的一個重要性,
        小心使得萬年船,希望我的這篇文章能夠讓大家相信市面上所流傳的“case報備論”。
         
        其他知識點稍微帶過的一些點,這里就不在去細致的說了,這么晚還打算把這個文章寫下來,更多的是把這個事情當作一個個人日記的形式記錄下來(復盤),不過只是這篇個人日記是公開的。


        因為有點困,敘事性可能有點混亂,時間線或許會有點前后不一致,請大家見諒。
         
        晚安。
         


        大賣分享:更換亞馬遜店鋪關鍵敏感信息之case報備論



        通常賣家們遇到這類型的問題時,如信用卡更換,收款賬號更換等,都是建議先報備后換卡,小心駛得萬年船哦~


        文章中的郵件原文建議大家自己翻譯下哦,在此推薦下
        AMZ123
        站長新發現的翻譯小工具,據說比谷歌好使一些:
               
              網址:
        https://www.deepl.com/translator

        看完大賣精彩的分享,想必賣家們對信用卡更換的操作有了更進一步的認識,如若還有其他疑問,歡迎在評論區一起交流探討~


        整理   白石/AMZ123
        聲明:轉載本文不得修改標題及原文,并保留來源以及原文鏈接。
         


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