+39 348 9323674 +39 011 9222277 info@webcreation.it
Italiano Tell us about your projectGet a quote

E-commerce support·Urgent issues·Stores built by others

WooCommerce and PrestaShop
support, urgent too

Describe the problem

Real case

A store that slowed down every day for no clear reason.
It was a botnet, and we stopped it.

The WooCommerce store of AVSolutions slowed down to the point of freezing, with traffic that looked like it came from normal visitors.

We found a botnet using residential proxies to hit the store and built rules that recognize behavior instead of the address. The bots are stopped and customers do not notice a thing.

  • Same dayfrom the report to a fast store again
  • −80%server load
  • Zeroreal customers blocked
Client AVSolutions My store has a problem

E-commerce support

WooCommerce support when
your store stops selling.

Webcreation's WooCommerce support and PrestaShop support are there for when your online store stops or sells badly. Site down, checkout blocked, order emails not going out, declined payments, a slow or hacked store. During business hours we start the analysis within the hour, and for urgent issues we are on call from 7 AM to 11 PM, holidays included. Work is paid by hour package, from €350 for 5 hours.

Working since 1999, we mainly step in on WooCommerce and PrestaShop, and also on Shopify and Magento, including stores we did not build. The method is always the same. First the store is back on its feet, then we find the real cause, then we fix whatever is needed so it does not happen again. No patches that hold for a week.

WooCommerce and PrestaShop support for an online store

Do you have an emergency right now?

Every minute offline
is a lost order.

For urgent issues such as a site that is down or hacked, a broken checkout and the like, we also work evenings, nights and holidays. During business hours we start the analysis within the hour.

Call now · +39 348 932 3674 7 AM to 11 PM (urgent issues only) Email Contact form

On call for urgent work

E-commerce support at night too
when the store is down.

A store that is down, a hacked site, payments rejecting orders during Black Friday. Every hour that passes means lost sales. That is why for urgent issues we are on call outside business hours too, at night and on holidays.

Standard rate

Business hours

Monday to Friday
9 AM to 7 PM (no lunch break)

  • Quotes, consulting, information
  • Scheduled technical work
  • Analysis starts within the hour
  • Standard rate, no surcharges
Urgent · Higher rate

On call for urgent issues

Every day · holidays included
7 AM to 11 PM

Most common serious problems

  • Site down, broken checkout, orders stuck
  • Hacked WooCommerce, malware, pages replaced
  • Payments blocked during advertising campaigns
  • Order emails not going out
  • Migrations or updates gone wrong
  • Black Friday, sales, launches with heavy traffic

Higher rate outside business hours.

Night · On request

Serious night-time work

On request
11 PM to 7 AM · 7 days a week

Serious and critical problems

  • Site completely down, every lost hour costs
  • Attack in progress, with data or files disappearing
  • Orders or data being lost right now
  • Heavy updates best done at night, with the store closed
  • Changing hosting or platform without customers noticing

Higher rate and availability to be agreed. By appointment over the phone or through the contact form.

For urgent issues in progress call +39 348 932 3674. We answer directly, outside business hours too, during the urgent-issue window (7 AM to 11 PM).

Talk to us

Problem with your e-commerce store?
Describe it and we'll reply right away.

Describe the problem, the platform (WooCommerce, PrestaShop, Shopify, Magento or custom) and how urgent it is. We reply right away, analyze the situation and start fixing it.

AI

AI Agent · E-commerce support

online · instant replies
Hi, I'm Webcreation's AI. Describe the problem with your e-commerce store, whether it's a site that is down, a broken checkout, an attack, slowness or emails not going out. I'll reply right away.

How we approach every fix.

Stability first.
Then diagnosis.
Then improvement.

Faced with a problem, this is the right order. Get the store working again, then find the cause to prevent a relapse, and finally consolidate with checks, hardening and documentation. Solutions that last, no patches.

What we fix

WooCommerce support,
the most common problems

From a small error to recovery after an attack, from a blocked checkout to a migration stuck halfway. These are the eight problems we fix most often, four typical of WooCommerce and four of any e-commerce store. For each one, the cause and what we do.

WooCommerce is the extension that turns a WordPress site into an online store. That is why a store problem can come either from WordPress, the theme and the plugins, or from WooCommerce and its payment and shipping extensions, and WooCommerce support has to look at both.

  • WooCommerce emails are not being sent

    Order confirmations, invoices, password resets and admin notifications disappear. The typical causes are badly configured SMTP sending, hosting that blocks PHP's mail function, missing SPF and DKIM, an unauthenticated sender. We set up sending through SMTP with a transactional email service, for example SendGrid, Brevo or Mailgun, and test every email the store sends.

  • The WooCommerce checkout is not working

    Blank page, an error when the customer confirms the order, a form that will not submit, a wrong total. It is usually a plugin conflict after an update, an incompatible custom theme, JavaScript blocked by the cache or an SSL error. We find it by deactivating components one at a time on a copy and reading the logs.

  • The WooCommerce cart stays empty

    The customer adds products but the cart shows as empty. It is almost always an overly aggressive cache serving the same page to everyone. We exclude cart, checkout and customer area from the cache, fix sessions and check the WooCommerce cookies.

  • Stripe, PayPal or Klarna errors

    Payment declined, payment notification not received, order left pending. The causes are wrong or expired API keys, webhooks pointing to the wrong URL, an outdated payment extension, test and live modes mixed up, an unsupported currency. We cross-check the gateway logs with the store logs to find the exact point.

  • E-commerce site down or 500 error

    Store unreachable, blank page, 500 errors. We check server logs, hosting status, SSL certificate, database and the latest updates. During business hours we start the analysis within the hour and keep you updated throughout the work.

  • Hacked e-commerce store or malware

    Strange redirects, a "not secure" warning, a Google alert, files added by someone else. We save the current state, find and remove the injected code, close the hole, change the credentials and monitor the store for the next 30 days. The step-by-step procedure is in the guide on what to do with a hacked website.

  • Slow store

    Slow pages, a server always at full load, falling conversions. We look for slow queries and heavy plugins, configure object caching, the CDN and images, and remove whatever blocks loading. The AVSolutions case above shows that sometimes the cause is bot traffic.

  • Sales tracking that does not record

    The Meta pixel does not record, GA4 does not receive events, Google Ads conversions stay at zero. The advertising budget is spent blind. We rebuild the data layer and the standard e-commerce events, server-side sending and cookie consent.

If the problem concerns a WordPress site without a store, you will find everything on the page about WordPress support.

PrestaShop

PrestaShop support,
updates, modules and theme

On PrestaShop, problems almost always come from modules and updates. We also work on stores built by others, starting from the installed version, the theme and the list of modules.

  • Updating PrestaShop, modules and theme

    We take a backup, test the update on a copy of the store and only then take it live. If a module is not compatible with the new version, we replace or adapt it.

  • Conflicting modules and errors

    Blank pages, checkout blocked, errors after installing a module. We isolate the module responsible and fix it, or write a custom module when the ready-made ones do not do what you need.

  • Store speed

    Cache, server, images and modules loading more than necessary. The same rules apply to WooCommerce and PrestaShop, only the tools change.

  • Changing domain, hosting or platform

    Redirects from the old pages to the new ones so you do not lose rankings, full testing of the store on the new server. If you want to move from PrestaShop to WooCommerce or the other way round, we cover it on the PrestaShop expert page.

Ongoing management

E-commerce site management
after the emergency

Once the problem is fixed, many stores choose not to stay uncovered. Technically, managing an e-commerce site means platform and extension updates, backups, checks on orders, payments and products, and someone who steps in when something breaks. For WooCommerce there is WooCommerce maintenance at €290 per month, and changes are covered by the hour packages.

Store and management software

When the problem is
the link to your management software

Orders that do not reach the management software, wrong stock levels, prices updated by hand. Often it is not a fault but an integration that does not exist or is badly made. In that case you need a custom-written API integration, at a fixed price, like the one that passes courier surcharges to the management software for Cialdeweb.

WooCommerce store looked after by Webcreation on every device

Stores built by others, taken over

We also work on stores we did not develop. We need the logins and a description of the problem. From recovery after an attack to taking over projects left halfway by other agencies, through to ongoing management of the store.

See our projects →

How we work

Four stages.
Stability first, then the solution.

Problem analysis

We understand how urgent it is, assess how much it affects sales and decide what to do in the first hours. We tell you what we are doing from the very first minute.

Recovery

We get the store working again without causing further damage. If needed, a temporary solution reduces the impact on sales while the permanent one is prepared.

Root cause diagnosis

We look for the cause, not just the symptom, so the problem does not come back. We leave you a written explanation with the cause, the fix applied and what is worth doing.

Consolidation

Backups, checks, hardening and documentation. We leave the store in better shape than we found it, and if you want we look after it with ongoing maintenance.

Frequently asked questions

Frequently asked questions
about e-commerce support

The cart or payments are not working, what should I do?

Check whether it happens to all customers or only some, and whether it started after an update, then write to us or call us with a screenshot of the error. A cart that empties itself is almost always a cache serving the same page to everyone. A declined payment or an order left pending often comes from expired API keys, webhooks pointing to the wrong URL or an outdated payment extension, and we find it by cross-checking the gateway logs with the store logs.

Do you work on stores built by others?

Yes, that is most of our work. We need access to the store dashboard, the hosting and FTP or SSH, the git repository if there is one, and a description of the problem. There is no need to rebuild everything, and often the value lies precisely in recovering the investment you have already made.

How much does a fix cost?

Work is paid with prepaid hour packages, 5 hours at €350, 10 hours at €600, 20 hours at €1,100, for both WooCommerce support and PrestaShop support. Outside business hours and at night a higher rate applies. If after the fix you want the store looked after every month, WooCommerce maintenance costs €290 per month.

How quickly do you respond?

During business hours, Monday to Friday from 9 AM to 7 PM, we start the analysis within the hour. For urgent issues, such as a store that is down, a broken checkout or a hacked site, we are on call every day from 7 AM to 11 PM, holidays included, and at night on request. On the AVSolutions store we went from the report to a fast store again on the same day.

Do you also provide ongoing management?

Yes. Technical management of an e-commerce site covers platform and extension updates, backups, checks on orders, payments and products, and stepping in when something goes wrong. For WooCommerce there is the maintenance plan at €290 per month, and for changes and extra work the hour packages.

What should I do after an update has gone wrong?

Do not run more updates and do not deactivate plugins or modules at random on the live store. If there is a backup taken before the update, you can roll back while the incompatibility is tracked down. We check what changed, fix the conflict on a copy of the store and put the corrected version back online only after testing cart, checkout and payments.

Why are WooCommerce emails not being sent?

The most common causes are badly configured SMTP sending, hosting that blocks direct sending from PHP, an unauthenticated sender because SPF and DKIM are missing, conflicts with email marketing plugins, or emails ending up in spam. The fix is to send through SMTP with a transactional email service and to test every type of email the store sends.

Do you provide PrestaShop support for updates and modules too?

Yes. We update PrestaShop, modules and theme after a backup and a test on a copy of the store, resolve conflicts between modules and work on PrestaShop stores built by others, multilingual ones included.