It happened yesterday when i purchase kindle fire and some of its accessories on amazon.com. I was using my mom’s credit card. I t think i mistyped a word in the billing address, and it might be not exactly the same as listed address. The other cause could also from the different email address which i use as my amazon ID from the listed email address (my mom’s email).
I purchased those goods on Sunday morning. At the following evening, I received email which notify me that there’s trouble in processing my orders and request me to send fax to confirm about the credit card i use. The email was from firstname.lastname@example.org. Here it is:
Greetings from Amazon.com.
Unfortunately, we are currently unable to process your pending order(s), including order XXX-XXXXXXX-XXXXXXX. To avoid cancellation of your order(s), we request that you fax us a copy of the billing statement associated with the debit or credit card provided as payment. Our fax number is 001-206-266-1838 when faxing from outside the US, or 206-266-1838 from within the US. This statement should include the following information:
* Name as it appears on your credit or debit card
* Address on file with the card issuer
* The customer service phone number for your financial institution.
On your fax, please provide the email address used when placing your order and the order number you received in your email confirmation.
Do note that the statement must be sent via fax as we are unable to interpret attachments via email. Please also note that you will be unable to access your Amazon.com account as it has been placed on hold pending receipt of your fax. Please do not place a new order or open a new account as this may result in additional delays.
If you are unable to send the fax, please ask the issuer of your debit or credit card to contact us so we may verify your account details. The card issuer can reach us via the above fax number. The fax should include the name, phone number and fax number of a specific representative with whom we can correspond if necessary.
Please don’t hesitate to email us should you have any questions, and thank you for your interest in shopping at Amazon.com.
I then contact my mom’s and tell her that i received this email. She said she also get an email from amazon. It is stated in the email that someone is trying to use her credit card without her authorization, and has canceled the order and closed the account. The email was from email@example.com. Here is the email:
Subject: Your Credit Card Account
Greetings from Amazon.com.
We perform routine reviews of orders to protect our customers. During
one of these reviews we discovered that an account was opened with a
card used by you on another account. For your reference the card in
question is a Visa which ends XXXX.
As it appears the card was used without your authorization, we have
closed this new account and cancelled any outstanding orders. If the
account is indeed yours, we apologize for any inconvenience caused and
ask that you notify us as soon as possible by replying to this message.
If the card was used without your authorization, we recommend you
cancel the card immediately by contacting the financial institution
that issued the card.
You should review all recent charges made to this card, reporting any
unauthorized charges to your financial institution. The financial
institution, in turn, will send you forms to formally dispute the
unauthorized charges, the applicable merchants will be notified and
charged back, and your account subsequently credited.
Although we are not permitted to provide you with any details about
the unauthorized use, we will provide this information to the
financial institution. Please don’t hesitate to contact us if you
have any further questions or concerns.
It is stated clearly that if the purchase was within her authorization, all her need to do is reply the message. But the problem is the firstname.lastname@example.org cannot accept incoming email. Here is the email my mom got after replying the email:
Greetings from Amazon.com.
We’re sorry. You’ve written to an address that cannot accept incoming
e-mail. But that’s OK– this automated response will direct you to
the right place at Amazon.com to answer your question or help you
contact customer service if you need further assistance.
To change any unshipped orders, make changes to your account, track
the status of your order, or return an item, visit:
Please note that if you placed your order with an Amazon Merchant or
an individual seller on Amazon Marketplace, you will need to contact
the seller with questions about your order. You will find contact
information listed in your order summary at the link above.
For answers to questions about how to order, shipping rates, redeeming
a gift certificate or promotional offer, or how to use any of our
We hope our online resources meet all your needs. If you’ve explored
the above links but find you still need to get in touch with us,
please click the “Contact Customer Service” link on our main Help
Thanks for shopping at Amazon.com.
Amazon.com Customer Service
‘replying this email’ seems not simple as it said.
My mom was busy last night, so she give me permit to contact amazon on her behalf. I then explore amazon.com, try to look for customer support. I found it under the help menu. I selected the contact them via chat.
I was served by someone named Amalesh. So this is what happened next:
- I told him about the fraud claim
- He said that he have to verify that I (my mom) am the account holder. So he ask me to give him these information : name on my account, my e-mail address, and my billing address
- I gave him the information he needed (on behalf of my mom of course)
- He then ask me to wait
- I also told him about the email my mom has received
- After waiting for a while. He gave me this answer (I’m sure that it’s a template answer) :
“Thanks for waiting.
The e-mail you received wasn’t from Amazon.com, and we’re investigating the situation. We suggest you never respond to any e-mail message that asks you to provide personal or financial information, open an unsolicited attachment, or navigate to a website linked to in the e-mail.
If you responded to the e-mail or visited a linked website but didn’t provide any personal information (such as your login or password) your Amazon.com account information should be safe.
Amazon.com does not send order confirmations or other unsolicited requests that require you to open attachments. We recommend that you do not open any e-mail attachments from suspicious or unknown sources.
If you receive a suspicious e-mail that looks like it was sent from Amazon.com and contains an attachment, please forward the e-mail to email@example.com (as an attachment, if possible) without opening it. Delete the e-mail after you forward it.”
- I still not sure that it was a fake email, because the domain of the email address is actually amazon.com. So I asked about the status of my order by giving him my order ID
- He told me to wait. So i did. Well, it turns out that there’s problem with my order. This is what he said: “It appears your account and order are on hold pending further research. This could be due to incorrect or incomplete billing information, or we may just need further authorization for an order. I just need to get some information from you, and someone should get back to you within 24 hours.” He then ask me to give him these following information:*Address from credit card BILLING STATEMENT, *Phone Number(s) (any and all numbers that your bank may have on file), *Bank’s phone number from the back of the card:
- I ask my mom’s about the info needed, and give it to him
- He then tell me that an Account Specialist will email me within 24 hours regarding my account and orders.
- Then I said I will wait for the email and the chat ended.
When I woke up this morning, I received an email that they have resolved the problem and they are about to ship my order.
If I tell my friends about this experience, they usually ask : is it difficult to resolve?
Well, it is quite easy actually. We resolved it by customer support via chat. But I think amazon can improve their service by allowing firstname.lastname@example.org to receive income message, so that it can be resolved by my mom’s replying the email (just like what they said).