Give each empty-search cause a useful recovery
Preserve the failed query and diagnose whether the shopper needs a typo correction, synonym, discontinued-item answer, broader constraint or support route. Label suggestions rather than silently substituting a different product. These five cases make recovery design concrete while leaving actual search-demand and implementation conclusions for observed evidence.
Worked example — illustrative data.
| Search | Possible cause to verify | Proposed recovery |
|---|---|---|
| desklmp | Typo | Offer a labeled desk-lamp suggestion |
| brass study light | Synonym not covered | Suggest desk lighting with clear wording |
| ARC-OLD | Retired SKU | Link an approved archive or true successor |
| lamp under 5 cm | No item meets constraint | Keep constraint visible; offer broader range |
| replacement switch | Support rather than purchase task | Link product-support information |
Separate no matches from a service failure so the customer does not broaden a search to solve a technical error. Review actual failed-query logs only with appropriate access and data handling. For each proposed synonym, check that the suggested products fit the likely task. Let the shopper edit the query easily and preserve any active filters. A recommendation should say why it is relevant rather than silently replacing the requested item.
Conflicting filters can cause a valid query to return nothing
A result can be empty because several filters conflict. Show and allow removal of those filters; a typo suggestion alone will not resolve that state.
Start with explicit recovery for the five documented cases. Verify actual search behavior before treating the fictional examples as observed customer demand or configuring automatic substitutions.
Should empty search results always show popular products?
Offer alternatives that explain why they may help and retain the original constraint. A popular item that cannot meet the required dimension is a poor substitute. Provide a support or broader-category route when that better matches the task.
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