The risks of reputational damage are growing for Indigo Books & Music Inc. as its website remains off-line more than a week after a cyberattack, experts say.
The company first announced on Feb. 8 that its website was knocked out and it was only able to accept cash payments in stores. Shoppers can now use payment cards in store, but still can't process returns or exchanges while the website is fully off-line and only shows the latest notification from the company.
The company has been responding to customer questions through various social media channels, including an update Tuesday that said customer credit and debit card information was not compromised as it doesn't store full credit or debit card numbers in our systems. “Customers do get a little nervous, regardless, so I think they'll probably be still some work to do on making sure that the customer is fully comfortable returning to the stores and on their website and making those purchases.”
Customers are understanding to a degree as high-profile cyberattacks come up regularly. LCBO was hit in January in an attack that left its website down for two days, while Sobeys parent company Empire Co. Ltd. left customers unable to fill prescriptions at the chain's pharmacies for four days, while other in-store functions like self-checkout machines, gift card use and the redemption of loyalty points were off-line for about a week.
About 30 per cent of revenue came from online for the company's last fiscal year that ended in April 2022, while online sales made up 17 per cent of revenue for the year ending March 2020.
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