When something has gone badly wrong.
FIRST, STOP THE DAMAGE
If checkout is broken, say so on the site rather than letting customers try and fail. A short notice is better than silence.
If the site is compromised, take it offline rather than serving malware to customers.
ASSESS WHAT IS AFFECTED
Are orders still arriving? Is customer data at risk? Is the database intact? When did it start, and what changed then?
RESTORING
Restore files and database from the same backup date. Mixing dates leaves the shop inconsistent.
Before restoring, export orders placed since the backup, so you can reconcile afterwards. Those orders will be lost from the database and you still owe those customers their goods.
AFTER RESTORING
Test checkout end to end Confirm emails send Check stock levels against reality Re-enter or reconcile orders from the period lost
IF CUSTOMER DATA WAS EXPOSED
Contain it, assess what was involved, take advice on notification obligations under the NDPR, and tell affected customers honestly.
Open a ticket with us throughout. We can check the account server-side.
