How to Write an Out-of-Stock After Order Email to Customers

An out-of-stock problem is especially difficult when the customer has already placed an order. They expected the product to be available, so discovering that it cannot be fulfilled can create frustration and uncertainty.

Out-of-Stock After Order Email Template

What Is an Out-of-Stock After Order Email?

An out-of-stock after order email is a customer service message sent when a product becomes unavailable after the customer has already purchased it.

This is different from a normal out-of-stock product page. In a normal stockout, the customer may simply be unable to purchase the item. In this situation, the customer has already placed an order and expects the business to fulfill it.

Inventory systems can have different rules for what happens when stock reaches zero. For example, Shopify can be configured to stop selling when an item is out of stock or, in certain situations, continue selling it for preorders or other fulfillment models. :contentReference[oaicite:1]{index=1}

The customer email should focus less on internal inventory terminology and more on the practical question: What happens to my order now?

Why This Email Matters

An unexpected stock problem can affect the customer's delivery plans, budget, and confidence in the store. A vague message can create additional questions, while a clear message gives the customer a reasonable path forward.

A useful email should answer four basic questions:

• Which item is affected?
• Why can’t it be fulfilled as expected?
• What options are available?
• What does the customer need to do next?

The goal is not to hide the inventory problem. The goal is to communicate it accurately and make the resolution easy to understand.

When to Send the Email

Send the email once the stock problem has been confirmed and the business knows what it can realistically offer the customer.

If you already know that an item cannot be fulfilled, avoid waiting until the expected shipping date to communicate the problem.

Earlier communication gives the customer time to decide whether to wait, choose another option, or request an available refund or cancellation.

However, do not send a premature stockout message based on a single inventory number. Check whether another fulfillment location has available inventory and whether the order can still be completed. Shopify notes that fulfillment locations can affect whether an item is considered available for online orders. :contentReference[oaicite:2]{index=2}

What to Check Before Sending It

A customer should not receive an out-of-stock notice until the order and inventory information have been checked.

• Order number
• Customer name
• Product name
• Product variant, such as size or color
• Quantity ordered
• Current inventory
• Inventory at relevant fulfillment locations
• Whether the item is already being prepared or shipped
• Whether new inventory is expected
• Whether an alternative product is actually available
• Actual refund and cancellation options

What to Include in the Email

A useful out-of-stock-after-order email should normally include:

• The customer's name
• The affected order number
• The unavailable product and variant
• A clear explanation of the stock problem
• A brief and sincere apology
• The available resolution options
• Expected timing when it is genuinely known
• Instructions for choosing an option, if necessary
• Refund or cancellation information when applicable
• A clear customer-support contact method

Avoid filling the email with internal warehouse or inventory terminology that does not help the customer understand the situation.

How to Write the Email Step by Step

1. Tell the Customer What Happened

Put the main problem near the beginning of the email.

2. Acknowledge the Inconvenience

The customer has already made a purchase, so the message should recognize that the situation may be disappointing.

3. Explain the Situation Without Making Excuses

If the reason is confirmed and useful, explain it briefly. If you do not know the exact cause, do not invent one.

For example:

4. Give the Customer a Clear Choice

The customer should not have to reply simply to discover what options exist. Explain the available choices in the same email whenever possible.

Depending on the actual business policy, options may include waiting for a restock, selecting another available product, receiving a refund for the affected item, or canceling the affected portion of the order.

How to Explain a Backorder

A backorder is different from a simple discontinued or permanently unavailable product. A backordered item is temporarily unavailable but is expected to be fulfilled later. Shopify describes backorders as orders for products that are temporarily unavailable and fulfilled at a later date. :contentReference[oaicite:3]{index=3}

If your business can genuinely offer a backorder, explain the expected timing clearly. Do not present an uncertain date as a guarantee.

If there is no reliable restock estimate, say that clearly instead of giving the customer a date that may later prove incorrect.

How to Offer an Alternative Product

Offering an alternative can be useful when the original item is unavailable, but the customer should understand that it is an option rather than an automatic substitution unless the business has an established process allowing that substitution.

Avoid calling an alternative product “better,” “equivalent,” or “the same” unless the business can support that description.

How to Explain Refund Options

If the unavailable product cannot be supplied, a refund may be one of the available resolutions. The exact process depends on the store's policies and payment setup.

Shopify supports full and partial refunds for orders, including refunds for selected items. Shopify also provides separate order-cancellation workflows that can include refunds. :contentReference[oaicite:4]{index=4}

Do not promise an exact date for the funds to appear in the customer's account unless your payment process supports that timeframe.

When the Order Has Multiple Items

A stock problem is more complicated when an order contains several products. The customer needs to know whether the other items will still ship.

If the other items can ship

If the unavailable item affects the entire order

Be explicit about which products are affected. Do not make the customer guess whether the entire order has been delayed.

Out-of-Stock Email Subject Lines

Here are practical subject-line options:

• An Update About Your Order
• Important Update About Your Order
• We’re Sorry — An Item in Your Order Is Unavailable
• Update About [Product Name]
• We Need to Update Your Order
• Your Order — Next Steps
• Availability Update for Your Order

Choose a subject that accurately describes the message. Avoid unnecessary urgency or promotional language.

U.S. Ecommerce Example

Imagine a customer in the United States ordered a $79.99 backpack in black. During fulfillment, the store discovers that the selected color is unavailable. The business expects more inventory but does not have a confirmed delivery date.

This is a hypothetical example. Replace the product, price, availability information, and resolution options with accurate details from the actual order.

Automation and Follow-Up

Inventory tracking can help a store identify stock problems earlier. Shopify provides inventory tracking and settings that control whether products can continue to be sold after inventory reaches zero. :contentReference[oaicite:5]{index=5}

A customer-service workflow can then route confirmed stock problems to an appropriate email template. Automation should support the process rather than bypass order verification.

For broader automation principles, see Email Marketing Automation .

For a broader view of how customer emails fit together, see Email Marketing Customer Journey .

Follow up after the customer chooses an option

Once the customer selects a resolution, send a confirmation after the action has actually been completed.

Common Mistakes to Avoid

1. Waiting too long to communicate

If you already know that the product cannot be fulfilled, communicate the problem once the facts and available options have been confirmed.

2. Giving an uncertain restock date as a guarantee

If the supplier or inventory estimate is uncertain, explain that it is an estimate. Do not turn an estimate into a promise.

3. Automatically substituting another product

Do not replace the purchased item with another product unless the business's actual process permits it and the customer has agreed when required.

4. Blaming internal teams

Customers usually need a solution rather than an explanation of which employee, warehouse, or supplier caused the problem.

5. Ignoring the rest of the order

If other products can ship normally, explain that. If the stock problem affects the whole order, explain that instead.

6. Offering unsupported alternatives

Only offer products that are actually available and appropriate for the customer's situation.

7. Promising a refund without verifying the order

Confirm the affected item, refund amount, and actual refund process before making the promise. Shopify supports full and partial refunds, but the exact customer-facing resolution depends on the order and store circumstances. :contentReference[oaicite:6]{index=6}

Out-of-Stock Email Checklist

Related Reading

These related articles can help you build a complete ecommerce order and customer-service email sequence:

• How to Write an Order Delay Email to Customers
• How to Write a Backorder Email to Customers
• How to Write a Shipping Delay Email to Customers
• How to Write a Delivery Delay Email to Customers
• How to Write a Package Lost Email to Customers
• How to Write a Damaged Package Email to Customers
• How to Write a Wrong Item Received Email to Customers
• How to Write a Missing Item in Order Email to Customers
• Email Marketing Automation
• Email Marketing Customer Journey

Final Thoughts

An out-of-stock-after-order email should be honest, specific, and focused on the customer's next step. Tell the customer which item is affected, explain the situation briefly, and provide the options that the business can actually deliver.

If the product can be restocked, explain the expected timing carefully. If an alternative is available, make it a clear choice rather than an automatic substitution. If the item cannot be fulfilled, explain the applicable refund or cancellation process.

Most importantly, verify the order and inventory information before sending the message. A good template saves time, but accurate and personalized information should come first.