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Improve Error Message Behavior When Postal Code Is Missing

In the Burnt Up Pickup and Delivery widget, when a customer clicks Checkout without entering a postal code, the system currently shows “Please select date/time.”

***This causes significant confusion — customers assume they must select a date and time first, but those options only appear after the postal code is entered. As a result, many customers get stuck or think the app isn’t working properly. *

Why This Matters: This isn’t just a cosmetic issue — it directly impacts conversion. A single unclear message at checkout can lead to drop-offs or unnecessary support requests. Clarifying the message flow will help users understand the correct sequence:

Enter postal code → 2. View available date/time → 3. Checkout.

Suggested Improvement: Add conditional messaging logic:

If postal code is missing, show: “Please enter your postal code to continue.”

If postal code is entered but date/time not selected, show: “Please select your delivery date and time.”

Expected Outcome: This improvement will make the checkout flow feel intuitive and professional, reducing user errors and boosting overall trust in the app experience.

Priority: Medium — high UX impact with minimal technical change

7 Comments

GTD Admin 7 months ago

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Atinder Singh 6 months ago

Merged in a post: [feedback: 235423]

Atinder Singh 6 months ago

Thank you for the detailed feedback, really appreciate it. This has been prioritized for development in our upcoming quarter. For anyone finding this issue via search or other ways, as an interim solution, it is possible to edit these default error messages in our App settings ->Text & Languages -> Edit https://help.birdchime.com/en-us/article/how-to-customize-widget-language-and-labels-11stcld/

Atinder Singh 6 months ago

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Lokesh 3 months ago

Hi, Thanks for sharing this and for explaining the situation so clearly. We completely agree that clear and accurate error messages are important for guiding customers through the checkout flow. Small wording improvements like this can make a big difference in reducing confusion and helping customers complete their orders smoothly. The good news is that this improvement is already planned, and our team is currently developing on refining the error messaging logic to better reflect the correct order of steps. We'll try to ship this as soon as possible. Stays tuned for more updates. Warm regards, Bird Team

Kajal Kararia 3 months ago

Hi there,  Thank you again for your detailed feedback — it really helped us understand the impact on the checkout experience.  I’m happy to share that this improvement is now live 🎉  We’ve updated the validation logic to show more accurate, contextual messages: * Missing postal code → “Please enter your postal code to continue.” * Date/time not selected → prompts accordingly * Required delivery note missing → prompts accordingly  All these messages can also be customized from the app settings to suit your needs. This should make the checkout flow much clearer and reduce customer confusion.  We truly appreciate you taking the time to highlight this — inputs like yours play a big role in helping us refine the experience for all merchants. If you notice anything further or have additional suggestions, we’d love to hear from you Warm regards,  Bird Team

Kajal Kararia 3 months ago

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