How to Write a Backorder Email to Customers
A backorder email tells a customer that an item they ordered is temporarily unavailable but may still be fulfilled when new inventory arrives. The email should explain what is happening, what the customer can expect, and what options are available.
A good backorder email should clearly identify the affected order, explain that the product is on backorder, provide a realistic expected availability date or timeframe when known, explain whether the order remains active, and tell the customer how to wait, change, or cancel the order if those options are available.
Backorder Email Template
If you need to send a backorder notification quickly, start with a simple message like this and customize it with accurate order information.
Subject: Update on your order #1847
Hi [Customer Name],
We wanted to let you know that the [Product Name] in your order #1847 is currently on backorder.
We currently expect the item to be available around [Month Day]. We will send you another update when the product is ready to ship.
Your order will remain active unless you choose to cancel it. If you would prefer to cancel the item or need help with your order, please contact us at [Support Email].
We appreciate your patience and apologize for the inconvenience.
Thank you,
[Business Name] Customer Support
What Is a Backorder Email?
A backorder email is a customer communication sent when a product that has already been ordered is temporarily unavailable for immediate fulfillment. Instead of canceling the order automatically, the business may keep the order open until inventory becomes available.
This is different from simply telling a visitor that an item is out of stock. A backorder message concerns an existing customer order and therefore needs specific information about that order.
When Should You Send a Backorder Email?
Send the message as soon as you know that the customer's order cannot be fulfilled according to the original expectation.
Early communication gives customers an opportunity to decide whether waiting still works for them. It also reduces the chance that they will contact customer support simply because they have not received an update.
If you receive a reliable inventory update later, send another message when the expected availability changes significantly or when the item becomes ready to ship.
What Should a Backorder Email Include?
The customer should be able to understand the situation without contacting support for basic information.
- Customer name, when appropriate
- Order number
- Affected product name
- Clear backorder status
- Expected availability date or reasonable timeframe, if known
- Whether the order remains active
- Available cancellation or replacement options
- Shipping information when relevant
- Customer support contact information
Avoid giving an estimated date simply because the email needs one. If the supplier or inventory team has not provided a reliable date, explain the uncertainty instead.
How to Write a Backorder Email Step by Step
1. State the situation immediately
Start by telling the customer that the product is currently on backorder. Do not make the customer read several paragraphs before discovering what happened.
The [Product Name] in your order #1847 is currently on backorder.
2. Explain what happens to the order
Tell customers whether the order will remain active while they wait. This is especially important when the customer has already paid.
3. Give a realistic timeframe
If you have a reliable expected restock date, provide it. For example: "We currently expect the item to be available by October 8."
If the date is uncertain, say so rather than creating false certainty.
4. Explain customer options
Depending on your store's policies, customers may be able to wait, cancel the affected item, choose another product, or contact support.
5. Explain the next update
Tell customers whether they will receive another email when inventory arrives or when the expected date changes.
What If You Do Not Know the Restock Date?
Sometimes a supplier has not provided a dependable delivery date. In that situation, it is better to communicate uncertainty honestly than to invent a precise date.
We do not have a confirmed restock date yet. We are working with our supplier and will email you as soon as we have a reliable update.
This gives the customer useful information without creating a promise that may have to be corrected later.
Give Customers Clear Options
A backorder can be inconvenient because the customer may need the product sooner than expected. When your policies allow it, make the available choices easy to understand.
- Wait: Keep the existing order active.
- Cancel: Cancel the affected item or order according to your policy.
- Change: Choose another available product when that option exists.
- Contact support: Ask for help with a specific order.
Do not offer an option that your store cannot actually provide.
Backorder Email Subject Lines
The subject line should communicate that the message contains an order status update.
- Update on your order #1847
- Your order is currently on backorder
- Important update about your order
- Backorder update for your [Product Name]
- New availability update for your order
- Your order update: [Product Name]
Including the order number or product name can make the message easier for customers to recognize.
U.S. Ecommerce Example
Imagine a U.S. customer orders a $79.99 product from an online store. The product becomes temporarily unavailable before fulfillment, but the store expects another shipment within two weeks.
Instead of simply saying "out of stock," the store could explain that the item is on backorder, provide the expected timeframe, confirm whether the order remains active, and explain the customer's available options.
The exact wording should reflect the store's actual inventory, payment, cancellation, and shipping policies.
Automating Backorder Emails
Backorder notifications can be connected to ecommerce inventory and order systems so that customers receive updates when an order changes status.
Automation is useful when the store handles many orders, but the trigger should be based on reliable inventory or order-status data. An automated message with an incorrect availability date can create more frustration than no message at all.
For broader automation concepts, see Email Marketing Automation .
Backorder communication is also part of the wider customer journey. You can explore related concepts in Email Marketing Customer Journey .
Common Backorder Email Mistakes
Using an unexplained vague message
A message such as "There is a problem with your order" creates uncertainty. Tell the customer that the item is on backorder.
Giving an unreliable date
Do not turn an uncertain supplier estimate into a firm promise.
Ignoring customer choices
If customers can cancel, change, or continue waiting, explain those options clearly.
Forgetting the order number
Customers should be able to identify the affected purchase quickly.
Sending no follow-up
If you promised another update, make sure your team or automation actually sends it.
Overloading the email with internal details
Customers need useful information about their order, not a detailed account of internal inventory problems.
Backorder Email Checklist
- State clearly that the product is on backorder.
- Include the correct order number.
- Identify the affected product.
- Provide a reliable availability date when one exists.
- Clearly communicate uncertainty when no confirmed date exists.
- Explain whether the order remains active.
- Explain available cancellation or replacement options.
- Tell customers when they can expect another update.
- Use a clear subject line.
- Verify product and customer information before sending.
- Check that automated triggers use accurate order-status data.
Related Reading
If you are building a broader customer communication workflow, these related articles can help with the next steps:
- How to Write an Order Delay Email to Customers
- How to Write an Order Cancellation Email to Customers
- How to Write a Shipping Confirmation Email
Final Thoughts
A good backorder email gives customers the information they need without creating unnecessary uncertainty. Tell them what is unavailable, what happens to their order, when they can reasonably expect the product, and what choices are available.
When the timing is uncertain, honest communication is more useful than an overly precise promise. Keep the message clear, practical, and focused on the customer's next step.