# Ecommerce Website Support UK

Source: https://dijitulsupport.co.uk/ecommerce-support/
Updated: 2026-10-10

> dijitul support looks after online shops for UK businesses on WooCommerce, Shopify, Magento, PrestaShop and OpenCart. We keep the shop updated and backed up, fix checkout and payment problems, sort order emails, stock and shipping settings, and make product changes. Plans start at £25 a month + VAT; ad-hoc fixes are £45 an hour + VAT.

## Common symptoms

- Customers say the checkout fails or the payment page will not load
- Payments are taken but orders stay "Pending payment"
- Order confirmation emails are not arriving
- Stock levels are wrong or products show as out of stock
- Shipping costs or VAT are calculating incorrectly
- Your shop slowed down badly as the catalogue grew
- A WooCommerce update asks you to update the database or flags outdated templates

## Key facts

- We support WooCommerce, Shopify, Magento, PrestaShop and OpenCart
- Checkout problems are treated first, because they cost sales by the minute
- Payment gateways: Stripe, PayPal, Square, SumUp, Worldpay, Opayo and others
- Updates on shops are tested against the basket and checkout before going live
- Backups protect orders: restores are handled so new orders are not lost
- Card data should be taken by the payment provider's hosted fields, keeping your PCI DSS scope small
- Plans £25, £50 or £99 a month + VAT; ad-hoc £45 an hour + VAT

## Shops need more care than brochure sites

An online shop has more moving parts than a normal website: a payment gateway, order emails, stock, shipping rules, VAT, customer accounts, and often links to accounting, marketplaces or a stock system. Each update can affect the checkout, and when the checkout breaks, you lose money immediately. We treat shops accordingly: updates are checked against a real basket and checkout, backups are handled with orders in mind, and checkout faults go to the front of the queue.

## Fixing checkout and payment problems

The checkout faults we see most often:

- **Orders stuck on "Pending payment".** The payment went through but the gateway's webhook could not reach your site, often because of a firewall, a security plugin, caching or a changed URL. We check the webhook settings in Stripe or PayPal and the delivery logs.
- **3D Secure failures.** Strong Customer Authentication (SCA) requires an extra bank check for many card payments. Out-of-date gateway plugins and old integrations handle this badly.
- **Checkout spinning forever.** A JavaScript conflict, often from a script optimisation plugin or caching the checkout page, which must never be cached.
- **Expired API keys or certificates** on gateways such as Worldpay or Opayo after an account change.
- **Card testing attacks.** Bots using your checkout to test stolen card numbers, causing a flood of failed orders. We add rate limiting, CAPTCHA on checkout and gateway fraud rules.

Card details should be taken by the payment provider's hosted fields or payment page, never stored on your server. That keeps your PCI DSS responsibilities to a minimum. See online payments support.

## Orders, emails, stock and shipping

Order emails that do not arrive are usually an email delivery problem, the same as contact forms: the shop sends with unauthenticated PHP *mail()*, so messages are junked. We set up authenticated SMTP and SPF, DKIM and DMARC records. See website forms not working for the detail.

We also fix shipping zones and rates, VAT settings (including prices entered inclusive or exclusive of VAT, and rounding issues), coupon rules, stock sync with marketplaces or EPOS systems, and product feeds to Google Merchant Center.

## Keeping your shop fast and safe

Shops slow down as they grow: thousands of products, years of orders, and plugins adding database queries to every page. We clean up expired sessions and transients, add object caching, fix slow product filters, and on WooCommerce make sure High-Performance Order Storage is enabled where your extensions support it. See website speed optimisation.

Security matters more when you hold customer accounts and order data. We keep everything updated, enforce two-factor authentication for admin users, remove old staff accounts and monitor for malware. Platform-specific help is on our WooCommerce, Shopify and Magento pages.

## Product changes and day-to-day admin

Not everything is a fault. Many shop owners simply need a hand with the regular admin that eats into the week: adding new products and variations, bulk price changes by CSV import, seasonal sale prices and coupon codes, new categories and filters, updating delivery times before Christmas, swapping banners for a promotion, or setting up a new shipping courier. We do these on your behalf, check them on a test order where it matters, and keep a backup before any bulk import so a bad spreadsheet can be undone. On the Business and Complete plans this comes out of your included monthly hours, which suits shops that change something most weeks.

## Plans and pricing

| Plan | Price | Good for |

| Essential | £25 a month + VAT | Updates applied and checked, daily backups, uptime and security monitoring |
| Business | £50 a month + VAT | Shops that need small fixes or product changes most months: 1 hour included, priority support |
| Complete | £99 a month + VAT | Busy shops: 3 hours a month plus IT and Microsoft 365 helpdesk for your team |

One-off checkout and shop fixes without a plan are £45 an hour + VAT. New shops, replatforming and integrations are quoted. See pricing or get in touch.

## FAQs

### Why are my WooCommerce orders stuck on pending payment?

Usually the payment succeeded but the gateway's webhook could not reach your site to confirm it, often because of a firewall, security plugin, cache or a changed URL. dijitul support checks the gateway's webhook settings and delivery logs and fixes the block.

### Do you support Shopify shops as well as WooCommerce?

Yes. dijitul support works on Shopify, WooCommerce, Magento, PrestaShop and OpenCart. On Shopify the hosting and core updates are handled by Shopify, so our work focuses on theme code, apps, checkout settings, payments and product data.

### Why are customers not getting order confirmation emails?

Most shops send email through the server's unauthenticated PHP mail() function, so messages are junked or rejected. We connect the shop to authenticated SMTP or a transactional email service and set SPF, DKIM and DMARC records for your domain.

### Is my online shop PCI compliant?

If card details are entered into your payment provider's hosted fields or payment page, as with Stripe, PayPal and most modern gateways, your PCI DSS responsibilities are much smaller. You still need to keep the site secure and patched. We check how your gateway is set up.

### How much does ecommerce support cost?

dijitul support plans start at £25 a month + VAT for updates, daily backups and monitoring. Business at £50 a month + VAT adds an hour of fixes each month, and Complete at £99 a month + VAT adds three hours. One-off fixes are £45 an hour + VAT.

### What is card testing, and how do I stop it?

Card testing is when bots use your checkout to try stolen card numbers with small orders, leaving lots of failed payments. dijitul support adds checkout CAPTCHA, rate limiting and gateway fraud rules, and can enable Stripe Radar rules where you use Stripe.

## Pricing and contact

Support plans from £25 a month + VAT, or £45 an hour + VAT for one-off fixes. Plans: Essential £25/month + VAT (Website software updates (core, plugins, themes) applied and checked, Daily backups, Uptime monitoring, Security monitoring); Business £50/month + VAT (Everything in Essential, 1 hour of fixes or changes every month, Priority support); Complete £99/month + VAT (Everything in Business, 3 hours of fixes or changes every month, IT and Microsoft 365 helpdesk for your team). Ad-hoc support is £45 an hour + VAT. The first 30 minutes are the minimum charge, then we bill in 15-minute blocks. Contact: 01623 650333, support@dijitul.uk, https://dijitulsupport.co.uk/contact/