Here you can find examples of the most common error messages that may appear when a user tries to pay – these include errors on the Cart screen and during the payment.

Cart evaluation errors

Case: User is offline

Description: Customers are required to be online to be able to calculate the total of their shopping cart. They are able to scan products while having a low-to-off internet connection, if the store settings allow offline scanning, but they should be connected to the internet to evaluate the cart (since the calculation is happening on the backend, not in the SDK). Otherwise, they will see the following error: “The internet connection appears to be offline. Please enter the checkout area for better reception or use our free WiFi.” 👉

Case: Slow internet connection

Description: Similarly to the previous case, a very slow Internet connection can also affect the cart evaluation if the app cannot reach the evaluation service within 30 seconds. In this case, the customer will see the error message: “Poor internet connection. Please enter the checkout area for better reception.”
This most commonly occurs in large stores with areas that are far from the entrance, where cellular internet may be limited and store WiFi may not be available. 👉

Case: Left the store

Description: As purchases can only take place while customers are in the store, the system must verify that they are still within the premises of the store before they can process a purchase. By default, the SDK verifies this via Bluetooth ranging, which requires that customers have Bluetooth turned on on their mobile device. If a customer has turned off (disabled) Bluetooth after scanning their products, they will see an error message in their Cart explaining that they need to start the store detection process to continue.

In Standalone mode, clicking on the “Go back” button will take the customer to the main screen, where they can see the map of stores and see the message that Bluetooth should be enabled (iOS) or the option to tap on “Turn on Bluetooth” (Android).
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In Embedded mode, there will be an error message in the Cart similar to the Exited Store error and a “Go back” button.

Standalone mode: Please enable Bluetooth (iOS)
Embedded mode: “You have left the store and cannot proceed with the purchase. Please start the store detection process from the start screen to continue”.

The SDK can automatically restart the store detection if:

• the user has given permission to use GPS & Bluetooth

• Bluetooth is turned on and

• the current store has at least one Bluetooth beacon.

The customer will see the button “Search for stores” in their Cart view. Clicking this button will perform the Bluetooth store detection right within the Cart view, without the user having to leave the screen. 👉

Case: Backend evaluation error

Description: Backend errors can occur when there is a mismatch between the product/price information retrieved when scanning products and the data received when tapping on the button “Pay now” in the cart view. This may occur if products or prices are updated while a customer is shopping. In such situations, the customer will see an error message explaining that some products have an error. They can retry the evaluation, but if the error persists, they will need to remove the product from their cart (the product may no longer exist in the backend database).👉

Note: The exact error message for each type of error can be configured on the backend.

If, for instance, the backend server is down during the cart evaluation, the following message will appear in the customer’s cart view 👉

Case: Backend error with customized message

Description: Custom text can be added on the backend by the shopreme development team to display custom error messages for the specific needs of some customers. For example, to show an error related to a custom loyalty points system or for negative basket values.

The UI remains the same as for the other error cases, but the error message itself is customized.

Payment error messages

Payment-related errors may occur if, for example, a payment method is rejected or a user verification fails. When tapping on “Retry”, the customer can retry their payment or choose a different payment method.

Generic payment error message

There are several different options for possible error messages. The following list shows the most common error messages. However, these appear depending on particular combinations of payment methods and payment providers.

To learn more about the specific errors for your solution, please reach out to the shopreme team as part of your integration project.