When a transaction cannot be completed in my banking software, we display an error message to the user.
In the back-end, we do not know whether the problem is temporary or permanent. We also do not know if it is the user who is doing something wrong.
Currently, the same error is displayed under all circumstances. The first line states that the problem should be temporary. On the second line of the error explanation, the user can read some details and decide on whether to try the transaction again.
Our aim is to drive the customer through the transaction.
Should the generic error message saying that the error is temporary remain, or should only the specialized error message be shown? If only the description is shown, would that result in more users attempting to go back and fix their errors?