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Marks & Spencer Restores Click And Collect Service After Cyber Attack

Marks & Spencer

Marks & Spencer has fully reinstated its click and collect service nearly four months after a cyber attack disrupted core retail operations. The service, which allows customers to order online and collect in-store the next day, was the final major system to return to normal following the April incident.

The disruption began over the Easter weekend when hackers targeted M&S systems, forcing the retailer to suspend click and collect, halt contactless payments, and temporarily shut down online sales via its website and mobile app. Online ordering was offline for around six weeks before gradual restoration began.

IT teams worked to bring services back in phases, with contactless payments and the Sparks membership scheme among the first to return. The final reinstatement of click and collect follows the completion of system recovery work.

The company confirmed that personal customer data, including names, addresses, email addresses and dates of birth, was accessed during the breach. M&S attributed the incident to human error and estimated the financial impact at around £300 million.

Chief executive Stuart Machin stated in July that full operational capability was expected by August. The attack also affected other major UK retailers, including the Co-op and Harrods. Police have arrested four individuals in connection with the breaches, all of whom have been released on bail.

Shares in M&S rose slightly on Monday morning following confirmation of the service restoration.

Henry Saker-Clark
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