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Emergency Fixes SOP

This SOP defines how to respond to critical issues on the StillBee website.
Follow these steps to fix problems quickly without causing further damage.

Purpose

To handle website, payment, and order-related emergencies safely while minimizing downtime, data loss, and customer impact.

Who Should Follow This

  • Store Owner

Types of Emergencies

  • Website not loading
  • Checkout or payment failure
  • Orders not appearing
  • Product pages broken
  • Security warnings or suspicious activity

Golden Rules

  • Do not panic
  • Do not install random plugins
  • Do not edit live code blindly
  • Do not delete orders, products, or users
  • Take backups before making changes

If the Website Is Not Loading or Layout Is Broken

  1. Open the website in an incognito window.
  2. Check if the issue is site-wide or page-specific.
  3. Log in to WordPress admin.
  4. Disable recently installed or updated plugins (one by one).
  5. Clear cache if caching is enabled.
  6. Check Elementor → Tools → Regenerate Files & Data.
  7. Reload the site and recheck.

If Orders Are Missing or Not Updating

  1. Refresh WooCommerce → Orders.
  2. Check order status filters.
  3. Confirm database connection is active.
  4. Do not recreate orders manually.
  5. Add notes only after confirmation.

If Checkout or Payments Are Failing

  1. Try placing a test order.
  2. Check WooCommerce → Orders for failed or pending payments.
  3. Verify payment gateway status.
  4. Do not change payment settings immediately.
  5. Temporarily disable the payment gateway if failures persist.
  6. Inform customers if needed.

If Security Issues Are Detected

  1. Log in immediately as Store Owner.
  2. Change your password.
  3. Disable unknown plugins or users.
  4. Run security scan (WP Cerber or installed security plugin).
  5. Contact hosting support if needed.

When to Stop and Get External Help

  • Issue persists after basic checks
  • Database errors appear
  • Payment money mismatch
  • Repeated security warnings

After the Issue Is Fixed

  • Note what caused the issue
  • Record steps taken
  • Restore normal settings
  • Monitor site for 24 hours

Last updated: 18 December 2025
Owner: StillBee Collection