- DATE:
- AUTHOR:
- The Thanx team
- RELATED ROADMAP ITEMS:
- Customizable checkout and error messaging
Customize digital ordering error messages to match your brand
When ordering fails, the message a customer sees can mean the difference between trying again and walking away. Now you control what that message says by customizing your order error messages in the dashboard.
What is it?
You can now customize the static error messages customers see during digital ordering failures, replacing cryptic provider language with clear, on-brand copy written in your own voice. As an added bonus, ThanxAI can help you draft all your messages at once.
Why it matters
Ordering providers (like Olo and Toast) write error messages for technical accuracy, not customer experience. Messages like "Error validating basket" or "TRANSDENIED" leave customers confused and more likely to abandon. Now, you can customize those error messages to prevent customers from abandoning checkout.
Your brand at every touchpoint: Error messages now sound like you, not like a software system, even when something goes wrong.
Reduce cart abandonment: Clear, empathetic error language helps customers understand what happened and what to do next.
Self-service, no engineering needed: All configuration happens in the Thanx Dashboard. Publish when you're ready; changes stay in draft until you say so.
AI-assisted at scale: ThanxAI generates brand-appropriate drafts for all your messages at once — just describe your tone and review what it produces.
Works on web and mobile: Message customization happens at the platform level, so it applies everywhere your customers order.
How it works
To customize your error messages:
Go to your Digital Experiences > Brand & Content > Settings > Order Error Messages
Browse the list of customizable messages. Note: each one shows the original provider text.
Write your own replacement, or click Generate with ThanxAI to get a brand-voice draft for all messages at once.
Review and edit any messages you want to adjust, then click Publish when ready.
Using ThanxAI:
Describe your brand tone once (e.g., "Friendly and casual, like talking to a neighbor") and ThanxAI saves it for future use
Use the Generate with ThanxAI button to draft all messages in bulk, or the AI wand icon next to any individual message to generate just that one
Accept or reject each suggestion, then edit before publishing
FAQs
Do custom messages apply to both web and mobile app ordering?
Yes. Message interception happens at the platform level, so customizations apply to both your web and mobile ordering experience automatically.
Do I need to customize every message?
No. Customize as many or as few as you’d like. Any message you leave as-is continues to show the provider’s default text.
Can I use merge tags in my custom messages?
Some error categories support variables (like order minimum or merchant name). When available, the supported variables appear below the input field for that message.
What happens if I clear a custom message?
Clear it, publish, and customers will see the original, default provider message again.