Empty State Error Message

Online clothing purchase resulted in this confusing error message.

Problems:

• Doesn’t say why the order didn’t go through.

• No available solution.

• Thanking the user twice, with similar wording, feels robotic and frustrating.

Solutions:

• States the problem and the solution clearly.

• Takes ownership.

• Gives direct access to support through link.

• Tone is still formal, but now helpful, like a trusted butler.

Empathize with the user and offer solutions

The original email just informs the user that their desired outcome isn’t going to happen. A frustrated user has no way to complete their task, and the formal, automated tone doesn’t encourage the user to continue. 

The updated message gives some context for the error, and offers a path to resolution. This builds trust and keeps the user engaged.