Morrisons admits to processing error for some some customers making online orders - here are the details and what to do about it
Morrisons has admitted an ongoing issue that means some shoppers are unable to place orders online – each time they try, payments are declined for no apparent reason. Details remain scant, but we explain what we know, and what you can do about it below.
Key problems reported include being asked to re-enter the same card details several times, yet payments still being declined, and placing orders only to receive a message shortly after to say the payment has not been processed.
One MoneySaver told MoneySavingExpert.com: "By Tuesday the additional card I had added had disappeared from my account page and a notice had gone up on the site saying they [Morrisons] were experiencing problems taking payments, and that customers should update their payment methods and keep trying to pay.
"I continued to do this to no avail, and by Tuesday evening, as I tried to update again, a message popped up saying, 'It is not possible to update payment, it may have been processed'."
The supermarket has so far been unable to tell us exactly what's happened, how long the issue has been going on for, when it will be fixed, or how many customers have been impacted. Morrisons simply said it's "working around the clock" to resolve the problems, adding that it is contacting affected customers.
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Shoppers were alerted to the issue on their app or online
Do your Morrisons shop online at Amazon or go in-store for now
For now, Morrisons shoppers have the following options:
- Order Morrisons online via Amazon Fresh. This is, however, only available to customers of Amazon's paid-for Prime subscription. The minimum order is £15 for home deliveries (£25 for click and collect) and there's a £3.99 fee (£1.99 for click and collect) for deliveries between £25 and £40 (it's free over £40). One-hour delivery slots cost £6.99 on orders between £15 and £40 or £3.99 on orders over £40.
- Make use of other supermarkets if you need to shop online. If you're a regular online shopper, check out our Online Grocery Delivery Offers guide for money-off codes for newbies, including £15 off your first £60+ online spend at Sainsbury's.
We've asked other supermarkets if they too are experiencing similar issues though Sainsbury’s has confirmed it isn't. Asda and Tesco are yet to respond, though we haven't seen any widespread complaints of a similar nature from their customers on social media.
- Shop in-store at Morrisons if you're able to do so.
Of course, if you're unhappy about being unable to place your order online and feel you deserve compensation for having to spend money and time travelling in-store to Morrisons or having to place a more expensive online order elsewhere, you may want to make a complaint to Morrisons.
You can do so by emailing firstname.lastname@example.org, by phoning 0345 322 000, or by tweeting Morrisons.
Morrisons shopper: 'For the past four weeks I have had deliveries cancelled'
What does Morrisons say?
A spokesperson for Morrisons said: "A limited number of customer cards have not been accepted in the last few days and we have been in ongoing contact with those customers and prioritised that they receive their orders. The issues we've seen should largely be resolved by the end of this afternoon (Friday 25 March)."
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