FAQs

We are receiving orders placed online as normal. However, at this time, our supply chain processes are heavily impacted, resulting in longer than usual delivery times.

We are receiving online requests for quotations as normal. However, at this time, our processing times are heavily impacted, resulting in longer than usual response times.

We receive emails normally. However, there may be a delay in us processing them.

For Visa, Mastercard and Amex credit card as well as PayPal and iDeal, information is not stored in our systems, and therefore could not have been exposed.

You may cancel your order, and we will refund you. Please be aware that it may take us longer than normal to respond.

Our IT systems are currently being scanned and checked before we gradually reopen again. At this time, we cannot commit to a precise date. We will get back to you as soon as we know more. Our objective is to restart with strengthened security systems.

A dedicated team has been put in place in order to secure our back-to-work plan.

We have visibility on all the orders that we have received. For more information on your specific order, you may consult the status online by connecting to your account.

You may contact us at 01285 686868 or customerservice@rapidracking.com with your request and we will action it.

You may send your request at customerservice@rapidracking.com and we will process it. We will confirm it back to you.

We have notified the attack to the CNIL (the relevant authority who will notify all other European bodies), AMF (French Stock Exchange) and the police. As an additional precaution we also made a declaration to the ICO (Information Commissioners Office), the local authority in the UK.

As you know, safety in general and your safety in particular are our main priority. Our IT team together with cyber experts are working hard to restore and rebuild our systems. Our activities will gradually restart in the coming days under reinforced security and surveillance conditions adapted to the situation.

Punchout is currently operational with no identified impact from the cyber-attack. Regarding our Ecommerce solutions (Punchout and Web), there is no identified impact on applications, operating systems or network.

Despite the extremely complex nature of these attacks, our experts were able to establish a list of affected data made available to the concerned stakeholders, without being able to say that it was completely exhaustive at this stage.

Information’s relative to Visa, Mastercard, Amex credit cards, as well as Paypal and iDeal, are not stored in our systems, and therefore could not have not been exposed.

There are multiple malicious uses that can be made of this data, but our experts have identified two main risks:

• Usage of your mailbox for phishing.
• Use the identity of your company and a contact for fraudulent commercial activities.

As you know, safety in general and your safety in particular are our main priority. Our IT team together with cyber experts are working hard to restore and rebuild our systems. Our activities will gradually restart in the coming days under reinforced security and surveillance conditions adapted to the situation. The progressive service resumption is made with the support and the validation of expert in security with new processes/solutions and a 24/7 dedicated monitoring.

We are facing a complex attack. We had to go through in-depth investigations to find out about data leakage, this is a complicated element to identify which we didn’t know until now. As soon as we got the confirmation from the experts, we immediately put in place the communication towards our stakeholders.

You may call us at: 01286 686868, or email us at: cyberinfo@rapidracking.com