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The red kit | Online issues explained and being resolved

Update on technical issues experienced and being rectified

4 March 2019

On Friday, we were delighted to raise thousands and thousands of pounds for Comic Relief through the sale of our limited edition red Royals kit. Thank you.

Comic Relief has invested more than £1 billion since its inception in 1985, supporting vulnerable people and communities in the UK and overseas. And proceeds from the sale of this red Royals kit will go directly to the charity to support causes which address mental health, disease and famine, gender equality and education of young people both internationally and at home. So thank you for all your support.

We do, however, fully acknowledge that a number of supporters were left frustrated by not being able to purchase a red kit for Red Nose Day due to severe technical issues encountered when the product went on sale online.

The service provided by our third party merchandise software supplier failed. Extremely high demand and malfunctions within the system itself led to serious technical problems almost immediately and at 9.22am the products had to be taken off-sale online to avoid any further complications following the total collapse of the system.

With the absence of online sales or live reference to any record of online transactions that had been processed while the system tried to recover, there was consequently a knock-on effect to the volume of supporters hoping purchase in person at the Megastore. We sincerely apologise to those fans who suffered the disappointment of queuing, in person or online earlier that morning, without being able to purchase any of the kit.

The red kit was always ‘limited edition’ - so with a finite level of stock it was always possible that some supporter disappointment would be experienced following such unprecedented demand for what was a very good offer supporting an exceptionally good cause. However, the breakdown of the process online led to frustration and disappointment which should have been avoidable on a morning which was meant to be about goodwill, raising money for Red Nose Day.

With the online system still restoring itself, Reading Football Club staff worked throughout the weekend to begin to resolve the issues experienced by some supporters who tried to make transactions during the short period that online sales were live.

And throughout the course of today and tomorrow, we will continue to decipher very confused online order information supplied to the club by our online merchandise software partner and begin to process orders, fulfilling and dispatching them on a fan-by-fan basis as a matter of priority.

This process will take some time and, as a result, we would like to advise any supporters who opted to 'click and collect' their red kit purchases that this service will not be available until 10am on Wednesday 6th March - still nine days prior to the launch of Red Nose Day.

We would ask any supporter who raised a query via email to the account to remain patient as this process takes priority. Any refunds which were required due to the collapse of the online system are currently being issued. Thank you for your patience and support.

Finally, thank you to everyone who has supported this charitable venture in aid of Comic Relief.

This year’s Red Nose Day event takes place on Friday 15th March and will be broadcast on BBC One. Supporters wishing to make a contribution to help their work around the world and in the UK can head to to make donations.

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