Rescuing E-Commerce Projects Gone Wrong

The way we acquired one of our biggest rescue projects was different from the usual. A WordPress development agency that had been managing a client for years referred them to us. The client had been trying to migrate from WooCommerce to Magento 2 but chose an agency they found on the internet. This agency was offshoring the bulk of the development work, which caused significant problems down the line.

As the project dragged on, communication faltered, and the offshore team became unresponsive - eventually vanishing for weeks at a time. When they did return, the issues they supposedly fixed were either untouched or inadequately addressed. The client, understandably frustrated, turned to the WordPress agency for help. Since the agency didn’t specialise in Magento, they referred the client to us based on a long-standing personal relationship.

Whenever we take on a rescue project, the first step is a thorough audit. Imagine buying a used car that looks great from the outside, only to realise the engine is in poor condition. That’s how it is with many e-commerce projects. From the outside, the site might look fine, but beneath the surface, there could be a myriad of issues.

Our audit process is designed to get a full, detailed look under the hood of the system. We analyse the code, check integrations, review performance, and dig into the architecture. This is critical because, until we know what’s broken, we can’t offer solutions.

One challenge here is when there’s still an active contract with the previous agency. In these cases, we handle things diplomatically. Sometimes, the outgoing agency might be defensive or, in extreme cases, even try to sabotage the project. To avoid this, we work with the client to create backups and gain insights discreetly so we can identify issues without provoking conflict.

The audit provides us with a comprehensive set of measurable data, essential not only for understanding the current state of the project but also for quantifying success after changes are implemented. We analyse performance from two critical perspectives:

• the "outside" view, including metrics like server load, page speed, and Core Web Vitals;
• and the "inside" view, where we examine code-specific insights such as code complexity, cognitive complexity, statistical bug probability, and dependency complexity.

While outside metrics provide a quick snapshot of performance, these internal metrics reveal deeper, structural aspects that can't be observed externally. By re-running these audits post-fix, clients can clearly see the tangible impact of our work on both the surface and foundational levels of their project.

One of the biggest challenges with rescue projects is restoring trust. Clients who come to us have often been let down by previous agencies, leaving them sceptical and cautious. For us, trust-building starts with open communication.

For example, when we took on one of these projects recently, we didn't just limit our interaction to their project manager. We made it a point to meet with the CEO and other key decision-makers. Why? Because at the end of the day, projects aren't just about code - they're about people. We talk to the individuals behind the project, understand their pain points, and ensure they know we’re genuinely invested in their success.

Another strategy for rebuilding trust is by offering measurable results. With this client, our initial audit was provided for free. This wasn’t just a goodwill gesture - it was an investment in proving to the client that we were the right agency to trust. We didn’t try to upsell them on a full system rebuild when it wasn’t necessary. Instead, we focused on sensible investments - making sure their money was being spent on long-term solutions, not quick fixes that would result in further problems.

One of the most common questions we get is, “How long will it take to fix everything?” The truth is, there’s no one-size-fits-all answer. Some projects only require a few weeks of intense work, while others can take months - or even years.

For example, with one of our long-term clients, it took us two and a half years to fully resolve the core issues with their system. But in every project, we strive to deliver value quickly. Our goal is to address the most critical issues first, ensuring that the business can start seeing positive results as soon as possible.

For online merchants, recognising the warning signs that an agency isn’t delivering is essential to avoid long-term damage. Here are the biggest red flags to watch out for:

• Inconsistent Billing: You’re paying thousands, but you don’t know what for. Invoices are vague, and there’s no clear breakdown of what’s being done.
• Communication Issues: You tell the agency what you need, but the result is consistently different from your expectations. If this happens frequently, it’s a sign that they’re either not listening or don’t understand your business.
• The “Submarine” Project: Your agency disappears for weeks at a time without communication. This is particularly common with offshore teams where accountability is low.
• Proxy Communication: If you’re only ever speaking to a project manager and not the people actually doing the development, this can lead to misunderstandings and poor execution.

So, you’ve identified the red flags - what now? Finding a replacement agency is tricky. A Google search will give you hundreds of options, but there’s no guarantee that the top result is the right one for you.

Our advice? Focus on the personal connection. Do you have a rapport with the agency’s team? Do they explain things in a way that makes sense to you? Are they willing to invest in understanding your business rather than just pushing for a quick sale? These are the questions that matter when it comes to finding an agency that will truly help you turn things around.

Rescue projects are about more than just fixing code - they’re about restoring trust. When we take on a new client, we don’t just dive into the technical details. We build a relationship, provide transparency, and deliver measurable results that clients can see and understand.

If your e-commerce platform is sinking, it might be time to find an agency that can offer more than just empty promises. We’re here to provide the expertise and transparency you need to get your project back on track and build a system that’s ready for long-term success.