Frequently asked questions
Questions from customers
What is WASABI SWITCH, and how is it related to the store I bought from?
WASABI SWITCH is a system provided by WASABI INC. that online stores use to manage orders and inventory across multiple marketplaces.
This incident was caused by unauthorized access to our system. The store you purchased from is not at fault.
What information may have been leaked?
So far we have found that order information (your name, delivery address, phone number, email address, order date, item, amount, etc.) may be included. The exact scope is being investigated with an external firm, and we will post it here once confirmed.
Can I check whether I am affected?
We are still determining the affected scope. If you send us your purchase details (store name, order number, email address used for the order, etc.) through the inquiry form, we will contact you individually once the results are available.
Has my credit card information been leaked?
WASABI SWITCH does not store credit card information. Therefore, credit card information is not included in the leaked information.
However, suspicious emails, SMS and LINE messages that misuse the leaked order information and, pretending to offer a refund, try to get you to enter card or bank details have been confirmed. Never enter card numbers, bank account numbers or PINs. If you already have, contact your card issuer immediately.
I received an email, SMS or LINE message saying I will get a refund.
This may be a scam using the leaked order information. Do not reply, click links, add the LINE account, or enter card numbers, bank account numbers or PINs.
In connection with this incident, WASABI will never ask you to contact us via LINE or to enter card or bank details. If you are worried, please contact us using the inquiry form on this page.
Should I contact the store I bought from?
WASABI handles inquiries about this incident on behalf of the stores. Please contact us using the inquiry form on this page.
I have already transferred money or entered my card number.
Please contact the following immediately:
- Credit card: your card issuer (phone number on the back of the card) to suspend the card
- Bank transfer: the receiving and sending banks
- Police: consultation line #9110, or the cybercrime desk of your prefectural police
- Consumer hotline: 188
Please also let us know through our inquiry form.
Will I be compensated?
We are sincerely sorry, but at this stage we are not in a position to promise financial compensation.
Our top priority is preventing further harm. We will support you by explaining how to deal with suspicious messages and by responding to individual inquiries. We will announce our policy going forward on this page based on the investigation results.
Can I ask by phone?
Our phone support center is being prepared and will be announced on this page when it opens. Until then, please use the inquiry form.
Questions from stores
What should we do if a customer contacts us?
WASABI handles customer inquiries about this incident on behalf of stores. Please direct customers to the "For customers" section of this page. A template message for customers is available on the "For stores" page.
We want to know whether our store is affected.
We are investigating with an external firm and will contact each store individually once the scope is confirmed.
How do we reactivate our accounts?
Tell our support team one account you wish to reactivate. After we reactivate it, log in and change the password immediately, then reactivate only the other accounts you need. See the second report for details.
https://wasabi-inc.biz/help/news/20261016-02/
About being listed on the "Affected stores" page
Only stores that have given consent are listed. To consent, or to change or withdraw a listing, please contact us using the inquiry form for stores.
What about losses or costs incurred by our store?
Based on the investigation results, our staff will explain individually. Please tell us your situation using the inquiry form for stores.