(qlmbusinessnews.com . Mon 28th Apr, 2025) London, UK —
Cyber-Attack Forces M&S to Stop Online Trading and Refund Orders
Marks & Spencer (M&S) has suspended all online orders and begun issuing refunds after a cyber-attack disrupted its digital platforms. The incident, first flagged by customers at the weekend and confirmed by the retailer on Tuesday, has forced M&S to pause sales on its website and smartphone apps—including both food delivery and fashion lines.
In a brief statement on X, M&S apologised for the inconvenience and assured shoppers that its specialist teams, supported by leading cybersecurity experts, are working tirelessly to restore online services. “We are incredibly grateful to our customers, colleagues and partners for their patience and support,” the retailer added.
Despite the online blackout, all physical stores remain open. However, shoppers continue to face issues in-store as contactless payments, Click & Collect, gift cards and e-vouchers are still unavailable. M&S has confirmed that any orders placed on Friday will be automatically refunded, and parcels already ready for collection are being held safely in store until the glitch is resolved.
Customer reactions have been mixed. While some have criticised M&S for inconsistent messaging—having been told one evening that gift-card payments were fixed, only to be turned away the next day—others have praised store staff for their efforts under pressure. Questions remain about how current purchases, returns and loyalty points will be handled as the incident lingers.
M&S has notified the National Cyber Security Centre and reported the breach to the Information Commissioner’s Office. Industry experts warn that the pause could hit M&S’s revenues hard, given that almost a quarter of the retailer’s sales originate online. This episode follows similar recent disruptions at other major UK firms, including IT outages at Barclays and Christmas-time delivery issues at Morrisons.
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