» Published on Wed, 03 Aug 2022 11:59:00 +0000

• Resolved

  We have had no further reports of the issue where store colleagues were intermittently unable to finalise orders due to payment captures failing. We have identified all impacted transactions and have put measures in place to process these manually. The root cause is still being determined and we have raised a case with ACI to advise on this issue. Following the case notes, a Post Incident Review will be undertaken if required. No further updates.

  » Updated Wed, 03 Aug 2022 15:17:00 +0000

• Investigating

  Between 10.30 am and 12.01 we received reports from some Stores advising that they were unable to finalise orders when capturing payments. Payments for selected orders were failing resulting in some orders being cancelled. This was not impacting the online customer journey when placing the order itself.

  The issue seemed to resolve itself whilst investigations into the cause continue. Impacted stores should re-try capturing the payment for picked orders as most of these are now returning as successful.

  Internal teams are compiling a list of any outstanding orders with the intention of manually capturing the payment on any unfinalised orders.

  Raising issue with ACI and internal teams for root cause.

  Next update 4.00pm or earlier in the event of a significant update.

  » Updated Wed, 03 Aug 2022 11:59:00 +0000