Amazon just refunded 103 transaction total of $37,000
I need someone to help me. This is a disaster. I am selling on amazon full time for 12 years and two hours ago Amazon just simply refunded the last 103 transaction, and refunded a total of $37,000 and the reason given was VCAC (refund reason). I just called Amazon and they have no clue about it and said it has to do with performance. I am very afraid and having a nervous breakdown. These orders are already shipped and delivered to customers. Please help. Thank you.
Amazon just refunded 103 transaction total of $37,000
I need someone to help me. This is a disaster. I am selling on amazon full time for 12 years and two hours ago Amazon just simply refunded the last 103 transaction, and refunded a total of $37,000 and the reason given was VCAC (refund reason). I just called Amazon and they have no clue about it and said it has to do with performance. I am very afraid and having a nervous breakdown. These orders are already shipped and delivered to customers. Please help. Thank you.
691 replies
Seller_wR0K6E9UkdvXP
This is regarding fraud. Were you having issues before this? Was your account compromised In some way? There is a thread from about 2 years ago that I found. While you wait for a veteran to chime in maybe do a forum search for VCAC
Seller_PCgRbQEMRfw0G
No, not at all. account was not compromised or anything. When I called, the rep acted like all were normal until i had to guide her to activity and she was surprised to see 103 transaction that was refunded in the last hour. This is very scary, and the rep said it has to be address to seller performance, and thats it. So far nothing…
We buy all our stocks from authorized dealer. Selling same items for 10 years on amazon on the same account.
Seller_AN5jNJP2fLtXq
Not much explanation there but there was this:
“I was told that VCAC means that it was done automatically by another department that investigates fraud.”
“VCAC is a fraud investigation department. I work in Seller Support, that’s as much as I can give you.”
“VCAC, Veteran Customer Account Compromise”
Dunno how much of that is true.
There are a few threads on this which you can find by Googling:
vcac site:sellercentral.amazon.com/forums
so I won’t list them all. Seems like they tend to be mass refunds. (Actually on further look I’m not so sure they do.)
bunga bunga!
Seller_Z1MxGFWKHuwDS
The same has just happened to us - 199 orders refunded with the reason code “VCAC”.
These were all from our Amazon.ca account. And now all these orders have disappeared from our account, we cannot find them when searching.
We have seen a lot of suspicious looking orders recently, and we have opened about 7-8 tickets with Seller Support to have them review the orders before we ship - in each case they have told us they are safe to ship, and that we need to ship them to avoid our Late or Cancel rates going high, resulting in a suspension. We have also spoken with Account Health who confirmed the best course of action was to keep shipping, to protect the health of our account.
We have just opened a ticket with Seller Support regarding these 199 orders, and the ticket has been transferred to their VCAC team who will be investigating and we should hear back within 24-48 hours.
We also emailed Seller Performance on two occasions, asking permission to cancel orders without an impact to our OCR but we did not hear back on those emails yet.
And what is worse, we still have almost 200 orders left to ship - if we cancel we may get suspended for a high OCR, if we delay shipping we will see a surge in our late shipping rate. And if we ship, we may end up with more chargebacks or VCAC refunds.
I will post any updates I get back from VCAC or Seller Support.
Seller_fcqESQsiDtNkg
Where did they get money to refund. Did they have your 37000 USD on hold? Or they just going to charge your account. If second you can easily prevent it until you clear with the refund reasons.
Seller_Z1MxGFWKHuwDS
We get our disbursements every 14 days. And no, we do not log in via a VPN, we download all orders via the Amazon API, and when we need to access Seller Central we do this from a normal browser session.
Seller_Z1MxGFWKHuwDS
Nope, also not the case.
These 199 orders are for products we sell every day - all have shipped and delivered during the last 2 weeks.
Seller_vO4Orcm6S6n6d
Try to send an email to the following:
seller-vcac@amazon.com.
Seller_sUfyk7ajzPzny
VCAC is, as our friend Bunga mentioned in quoting our friend Chief Robot’s Dec `17 mention, an acronym for “Veteran Customer Account Compromise.”
All available evidence (Amazon tends to keep things close to the vest, but former Amazon employees such as Seller Performance Investigation Specialist/Merchant Risk Investigator Chris McCabe have written about the VCAC Team in the recent past) suggests that Amazon takes actions such as you and our friend @MemoryC have encountered when its automated threat-detection mechanisms are triggered.
As such, I would recommend that you both implement the procedures that Bunga outlines in this tutorial thread:
May I ask if either of you have noticed any of your financial details settings have been changed in any way?
Seller_Z1MxGFWKHuwDS
Our financial details did not change and all disbursements have arrived as planned so far. However, this morning we did get an email about having to change our password due to a potentially compromised account. We did this, and then had to select our disbursement method again.
We are not noticing any of the symptoms you listed above though.
Amazon just refunded 103 transaction total of $37,000
I need someone to help me. This is a disaster. I am selling on amazon full time for 12 years and two hours ago Amazon just simply refunded the last 103 transaction, and refunded a total of $37,000 and the reason given was VCAC (refund reason). I just called Amazon and they have no clue about it and said it has to do with performance. I am very afraid and having a nervous breakdown. These orders are already shipped and delivered to customers. Please help. Thank you.
Amazon just refunded 103 transaction total of $37,000
I need someone to help me. This is a disaster. I am selling on amazon full time for 12 years and two hours ago Amazon just simply refunded the last 103 transaction, and refunded a total of $37,000 and the reason given was VCAC (refund reason). I just called Amazon and they have no clue about it and said it has to do with performance. I am very afraid and having a nervous breakdown. These orders are already shipped and delivered to customers. Please help. Thank you.
Amazon just refunded 103 transaction total of $37,000
I need someone to help me. This is a disaster. I am selling on amazon full time for 12 years and two hours ago Amazon just simply refunded the last 103 transaction, and refunded a total of $37,000 and the reason given was VCAC (refund reason). I just called Amazon and they have no clue about it and said it has to do with performance. I am very afraid and having a nervous breakdown. These orders are already shipped and delivered to customers. Please help. Thank you.
691 replies
691 replies
Seller_wR0K6E9UkdvXP
This is regarding fraud. Were you having issues before this? Was your account compromised In some way? There is a thread from about 2 years ago that I found. While you wait for a veteran to chime in maybe do a forum search for VCAC
Seller_PCgRbQEMRfw0G
No, not at all. account was not compromised or anything. When I called, the rep acted like all were normal until i had to guide her to activity and she was surprised to see 103 transaction that was refunded in the last hour. This is very scary, and the rep said it has to be address to seller performance, and thats it. So far nothing…
We buy all our stocks from authorized dealer. Selling same items for 10 years on amazon on the same account.
Seller_AN5jNJP2fLtXq
Not much explanation there but there was this:
“I was told that VCAC means that it was done automatically by another department that investigates fraud.”
“VCAC is a fraud investigation department. I work in Seller Support, that’s as much as I can give you.”
“VCAC, Veteran Customer Account Compromise”
Dunno how much of that is true.
There are a few threads on this which you can find by Googling:
vcac site:sellercentral.amazon.com/forums
so I won’t list them all. Seems like they tend to be mass refunds. (Actually on further look I’m not so sure they do.)
bunga bunga!
Seller_Z1MxGFWKHuwDS
The same has just happened to us - 199 orders refunded with the reason code “VCAC”.
These were all from our Amazon.ca account. And now all these orders have disappeared from our account, we cannot find them when searching.
We have seen a lot of suspicious looking orders recently, and we have opened about 7-8 tickets with Seller Support to have them review the orders before we ship - in each case they have told us they are safe to ship, and that we need to ship them to avoid our Late or Cancel rates going high, resulting in a suspension. We have also spoken with Account Health who confirmed the best course of action was to keep shipping, to protect the health of our account.
We have just opened a ticket with Seller Support regarding these 199 orders, and the ticket has been transferred to their VCAC team who will be investigating and we should hear back within 24-48 hours.
We also emailed Seller Performance on two occasions, asking permission to cancel orders without an impact to our OCR but we did not hear back on those emails yet.
And what is worse, we still have almost 200 orders left to ship - if we cancel we may get suspended for a high OCR, if we delay shipping we will see a surge in our late shipping rate. And if we ship, we may end up with more chargebacks or VCAC refunds.
I will post any updates I get back from VCAC or Seller Support.
Seller_fcqESQsiDtNkg
Where did they get money to refund. Did they have your 37000 USD on hold? Or they just going to charge your account. If second you can easily prevent it until you clear with the refund reasons.
Seller_Z1MxGFWKHuwDS
We get our disbursements every 14 days. And no, we do not log in via a VPN, we download all orders via the Amazon API, and when we need to access Seller Central we do this from a normal browser session.
Seller_Z1MxGFWKHuwDS
Nope, also not the case.
These 199 orders are for products we sell every day - all have shipped and delivered during the last 2 weeks.
Seller_vO4Orcm6S6n6d
Try to send an email to the following:
seller-vcac@amazon.com.
Seller_sUfyk7ajzPzny
VCAC is, as our friend Bunga mentioned in quoting our friend Chief Robot’s Dec `17 mention, an acronym for “Veteran Customer Account Compromise.”
All available evidence (Amazon tends to keep things close to the vest, but former Amazon employees such as Seller Performance Investigation Specialist/Merchant Risk Investigator Chris McCabe have written about the VCAC Team in the recent past) suggests that Amazon takes actions such as you and our friend @MemoryC have encountered when its automated threat-detection mechanisms are triggered.
As such, I would recommend that you both implement the procedures that Bunga outlines in this tutorial thread:
May I ask if either of you have noticed any of your financial details settings have been changed in any way?
Seller_Z1MxGFWKHuwDS
Our financial details did not change and all disbursements have arrived as planned so far. However, this morning we did get an email about having to change our password due to a potentially compromised account. We did this, and then had to select our disbursement method again.
We are not noticing any of the symptoms you listed above though.
Seller_wR0K6E9UkdvXP
This is regarding fraud. Were you having issues before this? Was your account compromised In some way? There is a thread from about 2 years ago that I found. While you wait for a veteran to chime in maybe do a forum search for VCAC
Seller_wR0K6E9UkdvXP
This is regarding fraud. Were you having issues before this? Was your account compromised In some way? There is a thread from about 2 years ago that I found. While you wait for a veteran to chime in maybe do a forum search for VCAC
Seller_PCgRbQEMRfw0G
No, not at all. account was not compromised or anything. When I called, the rep acted like all were normal until i had to guide her to activity and she was surprised to see 103 transaction that was refunded in the last hour. This is very scary, and the rep said it has to be address to seller performance, and thats it. So far nothing…
We buy all our stocks from authorized dealer. Selling same items for 10 years on amazon on the same account.
Seller_PCgRbQEMRfw0G
No, not at all. account was not compromised or anything. When I called, the rep acted like all were normal until i had to guide her to activity and she was surprised to see 103 transaction that was refunded in the last hour. This is very scary, and the rep said it has to be address to seller performance, and thats it. So far nothing…
We buy all our stocks from authorized dealer. Selling same items for 10 years on amazon on the same account.
Seller_AN5jNJP2fLtXq
Not much explanation there but there was this:
“I was told that VCAC means that it was done automatically by another department that investigates fraud.”
“VCAC is a fraud investigation department. I work in Seller Support, that’s as much as I can give you.”
“VCAC, Veteran Customer Account Compromise”
Dunno how much of that is true.
There are a few threads on this which you can find by Googling:
vcac site:sellercentral.amazon.com/forums
so I won’t list them all. Seems like they tend to be mass refunds. (Actually on further look I’m not so sure they do.)
bunga bunga!
Seller_AN5jNJP2fLtXq
Not much explanation there but there was this:
“I was told that VCAC means that it was done automatically by another department that investigates fraud.”
“VCAC is a fraud investigation department. I work in Seller Support, that’s as much as I can give you.”
“VCAC, Veteran Customer Account Compromise”
Dunno how much of that is true.
There are a few threads on this which you can find by Googling:
vcac site:sellercentral.amazon.com/forums
so I won’t list them all. Seems like they tend to be mass refunds. (Actually on further look I’m not so sure they do.)
bunga bunga!
Seller_Z1MxGFWKHuwDS
The same has just happened to us - 199 orders refunded with the reason code “VCAC”.
These were all from our Amazon.ca account. And now all these orders have disappeared from our account, we cannot find them when searching.
We have seen a lot of suspicious looking orders recently, and we have opened about 7-8 tickets with Seller Support to have them review the orders before we ship - in each case they have told us they are safe to ship, and that we need to ship them to avoid our Late or Cancel rates going high, resulting in a suspension. We have also spoken with Account Health who confirmed the best course of action was to keep shipping, to protect the health of our account.
We have just opened a ticket with Seller Support regarding these 199 orders, and the ticket has been transferred to their VCAC team who will be investigating and we should hear back within 24-48 hours.
We also emailed Seller Performance on two occasions, asking permission to cancel orders without an impact to our OCR but we did not hear back on those emails yet.
And what is worse, we still have almost 200 orders left to ship - if we cancel we may get suspended for a high OCR, if we delay shipping we will see a surge in our late shipping rate. And if we ship, we may end up with more chargebacks or VCAC refunds.
I will post any updates I get back from VCAC or Seller Support.
Seller_Z1MxGFWKHuwDS
The same has just happened to us - 199 orders refunded with the reason code “VCAC”.
These were all from our Amazon.ca account. And now all these orders have disappeared from our account, we cannot find them when searching.
We have seen a lot of suspicious looking orders recently, and we have opened about 7-8 tickets with Seller Support to have them review the orders before we ship - in each case they have told us they are safe to ship, and that we need to ship them to avoid our Late or Cancel rates going high, resulting in a suspension. We have also spoken with Account Health who confirmed the best course of action was to keep shipping, to protect the health of our account.
We have just opened a ticket with Seller Support regarding these 199 orders, and the ticket has been transferred to their VCAC team who will be investigating and we should hear back within 24-48 hours.
We also emailed Seller Performance on two occasions, asking permission to cancel orders without an impact to our OCR but we did not hear back on those emails yet.
And what is worse, we still have almost 200 orders left to ship - if we cancel we may get suspended for a high OCR, if we delay shipping we will see a surge in our late shipping rate. And if we ship, we may end up with more chargebacks or VCAC refunds.
I will post any updates I get back from VCAC or Seller Support.
Seller_fcqESQsiDtNkg
Where did they get money to refund. Did they have your 37000 USD on hold? Or they just going to charge your account. If second you can easily prevent it until you clear with the refund reasons.
Seller_fcqESQsiDtNkg
Where did they get money to refund. Did they have your 37000 USD on hold? Or they just going to charge your account. If second you can easily prevent it until you clear with the refund reasons.
Seller_Z1MxGFWKHuwDS
We get our disbursements every 14 days. And no, we do not log in via a VPN, we download all orders via the Amazon API, and when we need to access Seller Central we do this from a normal browser session.
Seller_Z1MxGFWKHuwDS
We get our disbursements every 14 days. And no, we do not log in via a VPN, we download all orders via the Amazon API, and when we need to access Seller Central we do this from a normal browser session.
Seller_Z1MxGFWKHuwDS
Nope, also not the case.
These 199 orders are for products we sell every day - all have shipped and delivered during the last 2 weeks.
Seller_Z1MxGFWKHuwDS
Nope, also not the case.
These 199 orders are for products we sell every day - all have shipped and delivered during the last 2 weeks.
Seller_vO4Orcm6S6n6d
Try to send an email to the following:
seller-vcac@amazon.com.
Seller_vO4Orcm6S6n6d
Try to send an email to the following:
seller-vcac@amazon.com.
Seller_sUfyk7ajzPzny
VCAC is, as our friend Bunga mentioned in quoting our friend Chief Robot’s Dec `17 mention, an acronym for “Veteran Customer Account Compromise.”
All available evidence (Amazon tends to keep things close to the vest, but former Amazon employees such as Seller Performance Investigation Specialist/Merchant Risk Investigator Chris McCabe have written about the VCAC Team in the recent past) suggests that Amazon takes actions such as you and our friend @MemoryC have encountered when its automated threat-detection mechanisms are triggered.
As such, I would recommend that you both implement the procedures that Bunga outlines in this tutorial thread:
May I ask if either of you have noticed any of your financial details settings have been changed in any way?
Seller_sUfyk7ajzPzny
VCAC is, as our friend Bunga mentioned in quoting our friend Chief Robot’s Dec `17 mention, an acronym for “Veteran Customer Account Compromise.”
All available evidence (Amazon tends to keep things close to the vest, but former Amazon employees such as Seller Performance Investigation Specialist/Merchant Risk Investigator Chris McCabe have written about the VCAC Team in the recent past) suggests that Amazon takes actions such as you and our friend @MemoryC have encountered when its automated threat-detection mechanisms are triggered.
As such, I would recommend that you both implement the procedures that Bunga outlines in this tutorial thread:
May I ask if either of you have noticed any of your financial details settings have been changed in any way?
Seller_Z1MxGFWKHuwDS
Our financial details did not change and all disbursements have arrived as planned so far. However, this morning we did get an email about having to change our password due to a potentially compromised account. We did this, and then had to select our disbursement method again.
We are not noticing any of the symptoms you listed above though.
Seller_Z1MxGFWKHuwDS
Our financial details did not change and all disbursements have arrived as planned so far. However, this morning we did get an email about having to change our password due to a potentially compromised account. We did this, and then had to select our disbursement method again.
We are not noticing any of the symptoms you listed above though.
