Account Hacked. 95000 products added. Apalling amazon customer service. HELP!
I’m looking for any advice. We are tearing our hair out here. 2 weeks ago we reported to Amazon that our account suddenly had 95,000 products added to it for which we started to get many customer inquiries. This coincided with adding our products to EU market places (mistake right there), We immediately reported this as a database error. Amazon told us the account had been hacked and were investigating it. They have deactivated all products including out genuine ones stopping up from selling whilst they investigate.
So effectively our account is in suspension and we can’t get anything out of the Asian support call centres. No response whatsoever from the actual ‘specialist team’ that is supposed to be working on it. Originally we were told it would take 48 hours. When we reopen the case we get ridiculous messages from support workers who don’t even read the case history and the case is subsequently ‘answered’/completed.
In all my years selling on Amazon, I’ve never known anything like this. In the mean time, I’ve got wages to pay with nothing on sale!
Any ideas where to go from here? It’s scandalous in my opinion being kept completely in the dark.
Any advice gratefully appreciated.
Account Hacked. 95000 products added. Apalling amazon customer service. HELP!
I’m looking for any advice. We are tearing our hair out here. 2 weeks ago we reported to Amazon that our account suddenly had 95,000 products added to it for which we started to get many customer inquiries. This coincided with adding our products to EU market places (mistake right there), We immediately reported this as a database error. Amazon told us the account had been hacked and were investigating it. They have deactivated all products including out genuine ones stopping up from selling whilst they investigate.
So effectively our account is in suspension and we can’t get anything out of the Asian support call centres. No response whatsoever from the actual ‘specialist team’ that is supposed to be working on it. Originally we were told it would take 48 hours. When we reopen the case we get ridiculous messages from support workers who don’t even read the case history and the case is subsequently ‘answered’/completed.
In all my years selling on Amazon, I’ve never known anything like this. In the mean time, I’ve got wages to pay with nothing on sale!
Any ideas where to go from here? It’s scandalous in my opinion being kept completely in the dark.
Any advice gratefully appreciated.
0 replies
Seller_n69tBBqSFt504
Did you check if your bank account details had been changed?
Seller_FXbJZBY02vi4u
Thanks for your reply. No the bank details have not been changed. Still no word from Amazon over the weekend. Sick of calling the support call centre in India!
Seller_EJIX7rqDNQJi2
There were a few similar posts on the forum and everyone had their account sanitised and reactivated quickly.
If it has been more than 2 weeks, I would suggest you to e-mail jeff@amazon.com and explain the issue. This is the highest Amazon department and they might be able to help you.
Seller_LegbTpXidG8nD
Sorry to hear about your issue. We encountered the same problem on 1st of May and the issue is still not resolved. 100s of A-Z claims and negative feedbacks and no support from Amazon whatsoever. Despite being told by seller support that our account will be sanitized and all feedback and claims will be removed from the account, this has not happened.
We have raised cases against all the A-Z claims and we got a response saying the claims are being upheld as we should have delivered the items within the time frame. Could not believe my eyes !! 150+ A-Z claims on my account from this inventory that was added and Amazon are refusing to do anything about it.
Every time i opened a case, it was transferred to the ‘relevant department’ and then marked as answered on the case log. No one from this team has contacted me in 6 weeks.
Due to my order defect metric, I am getting roughly 5% of my expected sales and no visibility in the buy box even if i am £5 cheaper than nearest competitor. Totally unacceptable from Amazon but something I have come to expect from them - non existent support for sellers.
It looks as though i will have to wait 60 days from the day the A-Z claims were created for them to fall off my account and then hopefully start getting sales again.
All the best but please start looking at contingency plans with regards to funds because it is unlikely you are going to get any help from Amazon.
Seller_FXbJZBY02vi4u
Still absolutely no word and no response from Jeff or anyone else. Is there an ombudsman or regulator to protect sellers?
Seller_94VWxluF6zYyI
Wasn’t the clunky, rather temperamental two-step verification implemented to stop this very thing from happening?
How on earth did the accounts get hacked?
Seller_W6IbwSPxN8QUm
Was your account hacked or did you give your password away to a phishing e-mail or website?
Treat your password like the key to your car, when you are typing it in somewhere you are giving it to somebody else to unlock it for you, make sure that other person is Amazon as if it is not them, that person will have a hayday.
It would take a pretty serious whizz kid to get into Amazon’s systems to hack just your account.
Seller_ilNyWfPlTRaDy
Many european seller-accounts have also been suspended from selling on A-UK last week.
Life can be strange indeed.
