Richard Ford, Integrity360 CTO, comments:
“The fact that customers received a message about the alleged breach through ASOS’s own app makes this particularly concerning. If attackers have gained sufficient access to communicate directly with customers through a trusted channel, the immediate priority will be understanding how far that access extends and containing it. At this stage, we don’t know what customer information has been accessed, if any, so it is important not to speculate.
“However, incidents like this can create a second opportunity for criminals. Customers are likely to be looking for updates and may be more receptive to emails, texts or messages claiming to offer information about the breach, password resets or refunds. ASOS customers should therefore be cautious of unexpected communications, particularly those asking them to follow links, provide personal information or take urgent action. From a brand perspective, trust is critical. Customers can often forgive the fact that an incident occurred, but they are far less forgiving if communication is slow, unclear or inconsistent. For ASOS, transparent and timely communication will be just as important as the technical response in the days ahead, alongside establishing exactly what has been compromised and removing the attacker’s access.”
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