Sainsbury's blames Visa card issues for online payment failure

J Sainsbury, the supermarket chain, was on Wednesday racing to resolve an issue with card payments made involving Visa and Barclays which was impacting customers' ability to pay for online grocery orders.

Sky News understands that Sainsbury's is working with Visa and Barclays to address the issue after a number of shoppers reported that their card payments had failed.

A Sainsbury's spokeswoman initially said Visa card payments were to blame for the problems, with the retailer subsequently updating its position to say the technical issue actually rested with Barclays.

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The grocer ruled out the possibility of a cyberattack and said its website and app were functioning normally, with no direct impact on customers.

The issue nevertheless illustrates the extent to which the industry is on high alert for cybersecurity-related incidents after a spate of attacks which have raised concerns about the sector's resilience.

In recent months, major British retailers including Marks & Spencer, the Co-op and Harrods have been the victim of cyberattacks, with the impact on M&S particularly acute.

M&S has said the attack on its systems would cost it at least £300m and forced it to suspend online orders for months.

The Co-op saw in-store availability of thousands of products disrupted for several weeks.

A Sainsbury's spokesperson said, "We're working with one of our payment providers to resolve a temporary issue processing some payments for our Groceries Online service.

"We continue to deliver orders for customers and our website and app are working as normal."

Visa said: "Visa systems are operating normally. We are working with our partners to help them investigate."

A Barclays spokesperson said: "We are aware that due to a limited technical issue, some customers have had payments for online orders, where retail deliveries are due today, declined.

"This is specific to online orders where payments are due upon delivery. Cards used in-store, all other online purchases, or any orders made from today are not affected and customers can use our app, online banking and other payment methods as normal.

"We are working with payments partners to resolve the issue as quickly as possible. Customers should not retry payments in the meantime. We are very sorry for the inconvenience this has caused."

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