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Nov 02, 2024

EXCLUSIVE: Cyber attack wipes out DHL delivery tracking systems causing issues for Nisa retailers - Better Retailing

Nisa retailers are unable to receive updates on deliveries because of the outage 31 October 2024 2 mins read DHL is suffering from a major cyber-attack at a partnered tech firm, wiping out its

Nisa retailers are unable to receive updates on deliveries because of the outage

31 October 2024

2 mins read

DHL is suffering from a major cyber-attack at a partnered tech firm, wiping out its delivery tracking systems for stores, according to Nisa.

In messages shared with Better Retailing, convenience group Nisa warned its retailers on the 31 October: “the DHL delivery tracking solution has encountered a cyber incident this morning that has affected all their systems globally.”

Better Retailing understands the tracking tool is provided to DHL by transport tech firm Microlise, thought to be the victim of the attack. RN understands that despite the claims of a global impact, the impact on DHL is thought to be much more limited in scope.

Nisa explained the issue this means DHL has ‘no visibility’ of the progress of any of its deliveries.

In an update, also on 31 October, Nisa explained that deliveries were taking place as scheduled with no related impact on timings. Any unrelated delays are being communicated by drivers to retailers via DHL’s customer service teams, though these notifications may be later than if DHL’s live tracking tools were operational.An interim system has been put in place which provides updates every 15 minutes, providing updated estimated arrival times..

The earlier statement claimed Microlise are ‘working to isolate and recover all impacted systems to restore full functionality as soon as possible.’

Nisa told store owners that there was no way for them to receive updates on their deliveries until the systems are restored.

A DHL Spokesperson told Better Retailing: “DHL Supply Chain UK is aware of a downtime incident impacting Microlise, a third-party supplier which we use. We can confirm this incident has not affected DHL-owned systems. However, as a precaution we have implemented our appropriate safeguarding measures. We are working to resolve the situation and have implemented contingencies to ensure that service levels are maintained for those customers who may be potentially impacted.The incident has no relation to or impact on any other operations of DHL Group (including DHL Express, DHL eCommerce or DHL Global Forwarding).We are in direct communication with the supplier and will communicate any further updates as necessary”.

DHL provides all logistics and deliveries on behalf of Nisa, but its last publicised contract extension expired in 2023.

Microlise has been approached for comment.

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