UK high street retailer Marks & Spencer (M&S) is grappling with ongoing disruptions in contactless payment systems due to a reported cyber incident, leading to significant delays in customer order processing. In a communication released on Wednesday evening, the retailer confirmed that Click & Collect services have been suspended until further notice, and customers can expect delays in home deliveries as well.
M&S has reassured its customers that it is taking measures to protect its operations, stating that certain internal processes have been moved offline as a precaution. While the company has not publicly confirmed that ransomware is involved in the incident, their actions reflect common practices associated with ransomware attacks. According to an update from the retailer, this decision was made to ensure the safety and security of colleagues, partners, suppliers, and the business itself.
Despite inquiries from The Register, M&S has not provided clarification regarding the nature of the cyber incident, specifically whether it involves a ransomware attack. The company’s latest statement expressed gratitude to customers for their understanding during these technical difficulties and assured that it is actively working to restore services with the help of industry experts.
Interestingly, while contactless payment options are down, M&S has not reported issues with traditional chip and PIN payments. This raises questions about the specific technical challenges the retailer is facing. Nonetheless, the retailer confirmed through social media that all its physical stores in the UK remain open and that online orders can still be placed via its app, suggesting that some elements of its operations are unaffected.
Many customers have reacted positively to M&S’s approach in handling public communications during this incident, demonstrating a growing trend among UK businesses to take accountability and communicate openly during cyber threats. Experts note that organizations willing to take responsibility and keep their customers informed tend to fare better in public perception. The timely response draws parallels with the British Library’s effective crisis communication following its own ransomware incident last year.
The situation continues to evolve, with M&S promising updates as they work towards resolving the ongoing issues. For more information, customers have been directed to monitor M&S’s official updates online. Sources including The Register provide further context regarding the incident and its implications for large retailers.