Error Message Rules – Copywriting Standards

The error messages’ job is to guide a user to a successful cart conversion. Remember that users may already be in crisis mode and may be already frustrated when your error hits or may become frustrated easily.

The right tone is friendly and helpful, and not cute (which if not used correctly can come off as flippant). Employ brevity, always using as few words as possible without sacrificing clarity. Think about what matters to the user – what do they need to know? Be deliberately clear. Say what went wrong (sometimes it is better to be generic than specific about our back end issues) and offer any next steps they can take to make the process go more smoothly.

 

EXAMPLE

Condition: An item or items cannot be shipped or delivered to the address entered.

Don’t say:

  • “Some of the items in your cart have issues with respect to your selected area.”

Say:

  • “Some item(s) in your cart cannot be shipped or delivered to your ZIP code. Please change your delivery location or remove it from your cart.”

 

Desktop

 Library of Top of Funnel (TOF) Error Messages for PDP

TBD

Library of Bottom of Funnel (BOF) Error Messages for Cart & Checkout

https://wiki.intra.sears.com/confluence/pages/viewpage.action?pageId=252379682

 

Mobile

Library of Top of Funnel (TOF) Error Messages for PDP

TBD 

Library of Bottom of Funnel (BOF) Error Messages for Cart & Checkout

https://wiki.intra.sears.com/confluence/pages/viewpage.action?pageId=256097209

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