Amazon - email confirming an order I did not make

teddysmum

Ask for someone of higher status than the call centre bod.


You could mention that you have discussed the problem online and that other customers are concerned. This should make sure you have genuine explanation and may earn you a small consideration.

anna42hmr

trotter09 wrote: »

That's what's so weird. The order never appeared in my account, it's not even showing as a cancelled order..

Do you live in a Birmingham or London postcode, as one way the order may not appear is if the prime now ap is used (currently in Birmingham and London only) as although it's the same account my prime now orders do not show on the main Amazon account and the main Amazon site orders do not show on prime now ap.

GreatBeyond

Really strange, Amazons system shouldn't let them dispatch something without it being paid for - is the pending payment definitely related to this?

I thought it would have been someone just putting in the wrong email address but if they have also used your address ect then I don't think that would be the case.

Hope you get it sorted, might also be an idea to change your passwords for your emails and Amazon to be on the safe side.

trotter09

anna - interesting, but no, (mercifully) we don't live in London or Birmingham, and don't use an app.

We think the charge may have been "pended" because one of our contacts with Amazon sparked off an investigation into the order - but the box was already with the courier. Have now changed the password 5 times...

[Deleted User]

A similiar thing happened to me with Amazon. I received an email about an item I'd not ordered from Amazon, then an email about an address change. I cancelled all my cards immediately and then tried to find out how this could have happened as no one should have known the information. Amazon just kept saying I'd been phished but I don't see how as I'm well aware how that works.

Due to a lack of answers from Amazon I cancelled my Prime account, and haven't ordered from them since. I used to use them all the time. Saved me a fortune lol. Prime made shopping way too easy lol.

Fortunately no charges went through my account.

I even mailed the CEO.., several times. Lost all confidence in Amazon's security.

sangie595

trotter09 wrote: »

Email was not spam and was exactly the same as previous emails from Amazon for things we have ordered in the past. We also know it was from Amazon because when I contacted them they found the order, cancelled it and I got an order cancellation email. Why the order did not and does not appear in my Amazon account is still an unanswered question. There is no evidence that the order was actually made via my Amazon account - there's nothing to suggest the account has been hacked.

Guessing, but it is as if some other Amazon customer made a legitimate order for some furniture, but a glitch ended up with the order having my email address and home address. It certainly feels more like a cockup than anything else at the moment.

I never click on links in emails - wise to that one.

This happened to me. I had emails for two transactions through Amazon in the early hours of the morning, but nothing showed on my account when I looked, but when I phoned customer services about it they said they would cancel the orders and refund the money - which I found a bit odd since they appeared to be able to see something that I couldn't. despite their attempts to reassure me I was deeply suspicious and phoned my bank. As soon as I explained I was put through to the fraud section, and a very nice guy there explained that this is an internal Amazon fraud, and they had come across it multiple times. Amazon denies it, but the banks know all about it. What happens is that a member of staff puts through one or two small items - most people people either look at their account details and assume it is a spoof email, or assume that it is something they have actually bought (amazingly!). It depends on people being lax about checking emails, lax about following up emails that they receive, and/or people simply never checking their bank statements closely (according to my bank this is an awful lot of people). Somehow, if the fraudulent transactions go through, the people inside Amazon can recredit the transactions - in other words, syphon off refunds to another account.

As a result the bank cancelled every card I had registered at Amazon, and advised that I either register new cards - or find a retailer that had less dodgy staff! In the end, having also fallen foul of the infamous Amazon Logistics great delivery methods, I decided that Amazon wasn't really what it used to be and have transferred my business elsewhere. I now only use it for the customer reviews on items, and then buy elsewhere.

trotter09

sangie595 wrote: »

This happened to me. I had emails for two transactions through Amazon in the early hours of the morning, but nothing showed on my account when I looked, but when I phoned customer services about it they said they would cancel the orders and refund the money - which I found a bit odd since they appeared to be able to see something that I couldn't. despite their attempts to reassure me I was deeply suspicious and phoned my bank. As soon as I explained I was put through to the fraud section, and a very nice guy there explained that this is an internal Amazon fraud, and they had come across it multiple times. Amazon denies it, but the banks know all about it. What happens is that a member of staff puts through one or two small items - most people people either look at their account details and assume it is a spoof email, or assume that it is something they have actually bought (amazingly!). It depends on people being lax about checking emails, lax about following up emails that they receive, and/or people simply never checking their bank statements closely (according to my bank this is an awful lot of people). Somehow, if the fraudulent transactions go through, the people inside Amazon can recredit the transactions - in other words, syphon off refunds to another account.

As a result the bank cancelled every card I had registered at Amazon, and advised that I either register new cards - or find a retailer that had less dodgy staff! In the end, having also fallen foul of the infamous Amazon Logistics great delivery methods, I decided that Amazon wasn't really what it used to be and have transferred my business elsewhere. I now only use it for the customer reviews on items, and then buy elsewhere.

Thank you, that is very interesting. As you say, seems to be exactly the same as happened to me. Internal Amazon fraud never occurred to me, so what you say is most enlightening.

I cancelled the CC that was charged for the phantom order, but I am now wondering if I should also cancel the other (so far unaffected) card I also had registered with Amazon? I have unregistered both CCs from Amazon.

GreatBeyond

sangie595 wrote: »

This happened to me. I had emails for two transactions through Amazon in the early hours of the morning, but nothing showed on my account when I looked, but when I phoned customer services about it they said they would cancel the orders and refund the money - which I found a bit odd since they appeared to be able to see something that I couldn't. despite their attempts to reassure me I was deeply suspicious and phoned my bank. As soon as I explained I was put through to the fraud section, and a very nice guy there explained that this is an internal Amazon fraud, and they had come across it multiple times. Amazon denies it, but the banks know all about it. What happens is that a member of staff puts through one or two small items - most people people either look at their account details and assume it is a spoof email, or assume that it is something they have actually bought (amazingly!). It depends on people being lax about checking emails, lax about following up emails that they receive, and/or people simply never checking their bank statements closely (according to my bank this is an awful lot of people). Somehow, if the fraudulent transactions go through, the people inside Amazon can recredit the transactions - in other words, syphon off refunds to another account.

As a result the bank cancelled every card I had registered at Amazon, and advised that I either register new cards - or find a retailer that had less dodgy staff! In the end, having also fallen foul of the infamous Amazon Logistics great delivery methods, I decided that Amazon wasn't really what it used to be and have transferred my business elsewhere. I now only use it for the customer reviews on items, and then buy elsewhere.

This is absolutely incorrect - Amazon employees are not able to place an order on behalf of a customer, orders can be replaced like for like but a brand new order cannot be placed on your account by an Amazon employee.

Employees also have no access to your password so they wouldn't be able to sign in to your account to place an order that way.

Refunds also have to be attempted to the card that the order was placed on, it's an automatic process that can't be changed - if you don't believe me, call them and say you have closed your bank account and could a refund go to your new account.

trotter09

GreatBeyond wrote: »

This is absolutely incorrect - Amazon employees are not able to place an order on behalf of a customer, orders can be replaced like for like but a brand new order cannot be placed on your account by an Amazon employee.

Employees also have no access to your password so they wouldn't be able to sign in to your account to place an order that way.

Refunds also have to be attempted to the card that the order was placed on, it's an automatic process that can't be changed - if you don't believe me, call them and say you have closed your bank account and could a refund go to your new account.

OK. However, the order never appeared in my account so there was no suggesion that anyone had actually signed in to my account. Nevertheless the order existed in Amazon's system with my email address and was charged to my CC. And the same seems to have been the case for sangie595.

Any insight into how that could happen?

wealdroam

trotter09 wrote: »

Any insight into how that could happen?

For security reasons, that probably isn't a question that should be answered on a public forum.