Red warning light with triangle and exclamation mark on black background. As an ecommerce seller, you want your online store to run smoothly so that visitors can easily navigate your site, select products, and complete their purchases. But sometimes that can be impossible. Online shoppers may make mistakes when entering information, or they may request features that your platform cannot handle.

This is where error messages come in. Error messages are there to tell users when a website can’t do what they want it to do. There are many ways to write error messages, some more effective than others. In this article, we’ll show you how to design error messages and some tips for writing better error messages for your ecommerce store.

What is the error message?

Website error messages are notifications or prompts displayed on a web page when a user encounters a problem while interacting with the site. These messages inform the user that the requested action cannot be completed due to server problems, incorrect user input, connection problems, or other technical issues.

Error messages typically appear in a pop-up text box in the browser, and the user clicks on the text box to remove it from the screen.

Common error messages

Many error messages combine a numeric error code with error details that describe the nature of the problem. Common website error messages include:

• 404 Not Found : This error occurs when the requested page or resource cannot be found on the server. Many common errors are displayed as a 404 error code.
• 500 Internal Server Error : This is a general error message that occurs when the server cannot process the request.
• 403 Forbidden : This occurs when the server understood the request but is not authorized to do so.
• Connection Timeout : This occurs when the server takes too long to respond, resulting in a timeout error.
• 400 Bad Request : This error code occurs when the server cannot process the request due to a client-side problem (e.g., incorrect input or syntax).

These messages help users understand what went wrong while browsing a website. The most useful error messages provide guidance on why an error occurred and what steps to take to fix the problem. For example, check your Internet connection, review the URL, or contact the website administrator for assistance.

Why are error messages important?

• Feedback and Communication
• User Guide
• Improved user experience
• Troubleshooting
• Building Customer Trust

Error messages are important for helping website visitors resolve issues and improving the overall user experience (UX). They can also help developers debug and fix issues that hinder site performance.

Here are some properties that make error messages useful:

Feedback and Communication

Error messages let the user know that something is wrong and provide feedback on their actions. This helps the system communicate with the user and prevents confusion and frustration.

User Guide

A good error message can help the user resolve the issue by providing steps to resolve the issue. This can include instructions such as checking your Internet connection, correcting your input, or contacting customer support.

Improved user experience

Helpful error messages contribute to a better user experience (UX). Clear and descriptive messages help site visitors understand the problem, making the platform more usable.

Troubleshooting

For developers and site administrators, good error messages serve as diagnostic tools, providing insight into the cause of an error and helping staff improve a website or application.

Building Customer Trust

Displaying error messages demonstrates a commitment to user satisfaction and a well-maintained system. When users experience errors that are easily solvable, they are more likely to trust the platform and continue to use it.

Tips for writing good error messages

• Use clear and specific language
• Problem Description
• Present a solution
• Use visual cues
• Avoid blame or negative expressions
• Maintain consistency
• Provide error codes if needed
• Be mindful of site security
• Test and repeat

The most effective error messages explain what went wrong and, if possible, help users fix the problem that is affecting the performance of their site. Here are nine tips for writing error messages that will help improve the visitor experience on your website or ecommerce store.

Use clear and specific language

There is no need to bombard your visitors with technical jargon. Be concise and to the point. Use a conversational tone that treats your readers like online shoppers, not tech support experts.

Problem Description

Describe the error or issue in detail, providing enough information for the user to understand the issue. For example, a user may have omitted the city and zip code in an address form, which may result in an inline validation error. State the error and direct the user to the location on the screen where the information is missing.

Present a solution

When a problem occurs, go beyond just telling the user what happened. Provide actionable advice if possible and guide the user to resolve the issue. If the issue is more complex, provide links to tutorials and FAQ pages to help the user fix the error on their own. You can also embed videos on these pages or provide chatbot functionality.

Use visual cues

When displaying error messages, consider using icons, colors, or special formatting to display error messages. This helps users with less technical backgrounds understand error messages. Make sure the message is visible and contrasts with the color palette of your website pages. For example, if your site primarily uses blue and white, consider using red text on a gray background for error messages.

Avoid blame or negative expressions

Use positive words that guide the user to find a solution. Avoid negative words that blame the user when an error occurs. Degrading language can alienate customers and does not help solve the problem.

Maintain consistency

Error messages should follow a consistent style and tone across the platform. Don’t spend too much time on edge cases that your users are unlikely to encounter. Instead, focus on the most common types of errors and use those to set up message templates.

Provide error codes if required

It's a good idea to include error codes (e.g., "403 Forbidden" and "404 Not Found"). These can be helpful to support staff when helping you or debugging your site code.

Be mindful of site security

In some cases, poorly written error messages can inadvertently reveal sensitive information. To protect sensitive data, provide general error messages that are easy to understand and actionable instead of detailed technical information.

Test and repeat

Continually test your error messages with real users to evaluate their effectiveness. For example, you may think your error messages are easy to follow, but the user input may reveal too much technical information that makes it difficult to know the correct action to take.

Error Message FAQ