Running an online store brings many tasks, and one of the toughest is telling customers their wanted items are out of stock. This happens to all stores, big and small. The way you tell customers about stock issues can keep them loyal or push them to shop elsewhere.
Good news! We have put together 15 email templates to help you tell customers about out-of-stock items in a way that keeps them happy. These samples cover many situations and offer different ways to make up for the problem.
Sample ‘Out of Stock’ Apology Emails
Two simple steps can help you handle out-of-stock situations. First, tell the customer quickly and clearly. Second, offer them something to make up for it. The samples below show how to do this well.
1. The Simple Apology Email
Subject: Your Order #12345 – Item Currently Out of Stock
Dear [Customer Name],
Thank you for your recent order with [Your Store Name].
We’re sorry to tell you that the [product name] you ordered is currently out of stock. Our team is working hard to get more in as soon as possible.
We can offer you these options:
1. Wait for the item to come back in stock (expected in [timeframe]) 2. Choose a similar item as a replacement 3. Get a full refund
Please let us know what you prefer by replying to this email or calling our customer service team at [phone number].
We truly value your business and are sorry for this problem.
Thank you for your understanding,
[Your Name] [Position] [Company Name] [Contact Information]
2. The Personal Touch Email
Subject: About Your Recent Order – A Personal Note
Hi [Customer Name],
This is [Your Name] from the [Your Store Name] team. I’m writing to you about your recent order #12345.
I wanted to personally tell you that the [product name] you ordered is currently out of stock. I know this is disappointing, and I’m truly sorry for this situation.
Our supplier has told us we should have new stock by [date], which is [X] days from now. Would you like to:
– Wait for the item to be back in stock – Switch to a similar product (I can suggest some options) – Cancel this part of your order for a refund
As a thank you for your patience, I’d like to offer you a 15% discount on your next purchase. Just use code [DISCOUNT CODE] at checkout.
Please let me know what works best for you, and again, I’m truly sorry for this problem.
Best wishes,
[Your Name] [Position] [Direct Contact Information] [Company Logo and Social Media Links]
3. The Quick Alternative Suggestion Email
Subject: Order Update: Alternative Options for Out-of-Stock Item
Dear [Customer Name],
Thank you for your order #12345 with [Your Store Name].
We’re sorry to tell you that the [product name] you ordered is currently out of stock. Rather than make you wait, we’d like to suggest these similar products that are ready to ship today:
1. [Alternative Product 1] – [Brief Description] – [Price] 2. [Alternative Product 2] – [Brief Description] – [Price] 3. [Alternative Product 3] – [Brief Description] – [Price]
If you’d like to switch to one of these options, please reply to this email with your choice, and we’ll update your order right away at no extra cost.
If you prefer to wait for your original choice to be back in stock (about [timeframe]), or would like a refund, just let us know.
Thank you for shopping with us,
[Your Name] [Customer Service Department] [Company Name] [Contact Information]
4. The Discount Offer Email
Subject: We’re Sorry Your Item is Out of Stock – Special Offer Inside
Dear [Customer Name],
Thank you for your recent order #12345 for [product name].
We’re sorry to tell you that this item is currently out of stock. We expect to have it back in our warehouse by [date].
To make up for this wait, we’d like to offer you a 20% discount on this item when it becomes available. This discount will be automatically applied to your order – no action needed from you.
If you’d prefer not to wait, we understand. You can:
– Choose a different item from our store (with the same 20% discount applied) – Cancel your order for a full refund
Just reply to this email with what you’d like to do.
We value your business and hope to serve you better next time.
Thanks for your understanding,
[Your Name] [Customer Support Team] [Company Name and Logo] [Phone and Email Contact Information]
5. The Premium Replacement Offer Email
Subject: A Special Upgrade Offer for Your Order #12345
Hello [Customer Name],
Thank you for your recent order of [out-of-stock product].
We’re sorry to tell you that the item you selected is temporarily out of stock. Instead of asking you to wait, we’d like to offer you a free upgrade to the premium version of this product: [premium product name].
The premium version includes these extra features: – [Feature 1] – [Feature 2] – [Feature 3]
This upgrade would normally cost an extra [amount], but we’d like to provide it to you at no additional charge to thank you for your patience.
Would you like to accept this upgrade? If so, we can ship your order tomorrow. If you’d prefer to wait for your original choice or get a refund, just let us know by replying to this email.
Thank you for shopping with us,
[Your Name] [Customer Happiness Team] [Company Name] [Phone Number and Email]
6. The Pre-Order Email
Subject: Your Order #12345 Update – Pre-Order Information
Dear [Customer Name],
Thank you for your order of [product name] from [Your Store Name].
We wanted to let you know that this item is currently out of stock. However, we have a new shipment scheduled to arrive on [date].
We’ve automatically converted your order to a pre-order, which means: – You’ll be first in line when new stock arrives – We won’t charge your payment method until the item ships – You’ll receive a 10% discount as thanks for your patience
If you’d prefer not to pre-order, you can: – Switch to a similar product that’s currently in stock – Cancel your order for a full refund
Please let us know your choice by replying to this email or calling us at [phone number].
Thank you for your patience and understanding,
[Your Name] [Inventory Management Team] [Company Name] [Contact Information]
7. The Back-in-Stock Timeline Email
Subject: Update on Your Order #12345 – Restocking Timeline
Hello [Customer Name],
Thank you for ordering [product name] from our store.
We’re writing to let you know that this item is temporarily out of stock. Based on our supplier’s information, here’s when we expect to have it back:
– Arrival at our warehouse: [date] – Processing time: 1-2 business days – Shipping to you: [X] business days – Expected delivery to you: [date range]
If you’re happy to wait, you don’t need to do anything. We’ll ship your order as soon as the item is available.
If you’d prefer not to wait that long, please reply to this email, and we can discuss alternatives or process a refund for you.
Thank you for your patience,
[Your Name] [Supply Chain Department] [Company Name] [Contact Information]
8. The Free Gift Email
Subject: A Gift to Say Sorry for the Out-of-Stock Item
Dear [Customer Name],
Thank you for your recent order #12345 from [Your Store Name].
We’re sorry to tell you that the [product name] you ordered is currently out of stock. We expect to have it back in stock by [date].
As a way to say sorry for this delay, we’d like to include a free gift with your order when it ships. We’ve selected [free gift name] which we think you’ll enjoy based on your purchase.
Would you like to: – Wait for your item with the free gift included – Choose an alternative product instead – Cancel for a full refund
Please let us know your preference by replying to this email.
We value your business and are truly sorry for this issue.
Best regards,
[Your Name] [Customer Loyalty Team] [Company Name] [Contact Information with Social Media Links]
9. The Request for More Time Email
Subject: Your Order #12345 – May We Have a Little More Time?
Hello [Customer Name],
Thank you for your order of [product name] from [Your Store Name].
We’re reaching out because this item is temporarily out of stock. We know you’re looking forward to receiving it, and we’re doing everything possible to get it to you quickly.
Our supplier has promised a delivery to our warehouse within [timeframe]. If you can give us a little more time, we’ll make sure your order is sent out the same day the items arrive.
As thanks for your patience, we’ll include a [bonus item or discount] with your order at no extra cost.
If waiting doesn’t work for you, we’re happy to suggest similar products or process a refund. Just let us know what you prefer.
Thank you for your understanding,
[Your Name] [Fulfillment Team] [Company Name] [Contact Information]
10. The Limited Edition Explanation Email
Subject: Important Update on Your Limited Edition Order #12345
Dear [Customer Name],
Thank you for your order of the limited edition [product name].
We’re sorry to share that due to very high demand, this limited edition item has sold out faster than we expected. Since this was a special production run, we won’t be getting more stock of this exact item.
We’d like to offer you these options:
1. Switch to the standard edition, which has most of the same features (and we’ll refund the price difference plus give you a 15% discount)
2. Choose a different limited edition item from our collection
3. Receive a full refund
We know this news is disappointing, especially for a collector’s item. Please accept our sincere apologies for this situation.
Please let us know how you’d like to proceed by replying to this email.
With apologies,
[Your Name] [Special Collections Department] [Company Name] [Contact Information]
11. The Manufacturing Delay Email
Subject: Manufacturing Delay Affecting Your Order #12345
Hello [Customer Name],
Thank you for your recent order of [product name].
We’re writing to let you know about a manufacturing delay affecting the item you ordered. Our production facility has reported a shortage of [component/material], which has temporarily halted production.
The team is working hard to solve this issue, and we expect to resume production by [date]. Your order should ship approximately [timeframe] after that date.
To thank you for your patience, we’re offering: – A 15% discount on this order (automatically applied) – Free expedited shipping once the item is ready
If you’d prefer to cancel your order, we understand. Just reply to this email, and we’ll process your refund right away.
Thank you for your understanding during this unexpected delay.
Sincerely,
[Your Name] [Production Liaison] [Company Name] [Contact Information]
12. The Partial Order Email
Subject: Partial Shipment of Your Order #12345
Dear [Customer Name],
Thank you for your recent order with [Your Store Name].
We’re writing about order #12345. Most of your items are in stock and ready to ship, but the [product name] is currently unavailable. Rather than hold your entire order, we’d like to:
1. Ship all available items right away 2. Send the backordered item separately when it arrives (expected [date]) 3. Waive any extra shipping costs for the second package
If you’d prefer to: – Wait and receive everything together – Cancel just the out-of-stock item – Cancel the entire order
Please let us know by replying to this email within 24 hours. If we don’t hear from you, we’ll go ahead with the split shipment to get most of your order to you as quickly as possible.
Thank you for your business,
[Your Name] [Order Fulfillment Team] [Company Name] [Contact Information]
13. The Seasonal Item Email
Subject: About Your Seasonal Item Order #12345
Hello [Customer Name],
Thank you for your order of [seasonal product name].
We’re sorry to tell you that this seasonal item has sold out, and we won’t be getting more stock until next [season/holiday] season.
Since this was a seasonal purchase that you likely wanted for the upcoming [holiday/season], we want to offer you these options:
1. Choose from our available seasonal alternatives:
-
- [Alternative 1] – [Brief Description]*
-
- [Alternative 2] – [Brief Description]*
2. Receive a special 25% discount on any other item in our store
3. Get a full refund
We know seasonal items are often time-sensitive, so please reply to this email as soon as possible with your preference so we can take care of this quickly for you.
Thank you for your understanding,
[Your Name] [Seasonal Department] [Company Name] [Contact Information]
14. The Customer Feedback Request Email
Subject: We’re Sorry About Your Order + Your Input Requested
Dear [Customer Name],
We’re truly sorry that the [product name] you ordered (#12345) is currently out of stock. We expect to have it back in stock by [date].
While we work to get your item back in stock, we’d value your input on how we should handle this situation. What would be most helpful for you:
– Waiting for the item to become available – Receiving recommendations for similar products – A discount on this or a future purchase – A full refund – Something else entirely?
Your feedback will not only help us resolve your current order but will also help us improve how we handle these situations for all customers in the future.
Please reply directly to this email with your thoughts and preferences. A real person from our team will read and respond to your message.
Thank you for your help and understanding,
[Your Name] [Customer Experience Team] [Company Name] [Contact Information]
15. The Permanent Discontinuation Email
Subject: Important Notice About Your Order – Product Discontinued
Dear [Customer Name],
Thank you for your recent order #12345 for [product name].
We regret to inform you that the manufacturer has permanently discontinued this product, and we won’t be able to fulfill your order as requested.
Our product team has carefully selected these alternatives that match closely with your original choice:
1. [Alternative 1] – [Brief description of how it compares] – [Price] 2. [Alternative 2] – [Brief description of how it compares] – [Price] 3. [Alternative 3] – [Brief description of how it compares] – [Price]
If you’d like to switch to one of these alternatives, we’ll offer you a 20% discount as thanks for your flexibility.
Alternatively, we can process a full refund if none of these options work for you.
Please let us know how you’d like to proceed by replying to this email or calling our customer service team at [phone number].
We apologize for the disappointment and thank you for your understanding.
Sincerely,
[Your Name] [Product Management Team] [Company Name] [Contact Information]
Wrapping Up: Email Tips for Out-of-Stock Items
Telling customers about out-of-stock items can be tough, but these email templates show it can be done well. The key is being honest, acting quickly, and offering good options. A thoughtful email can turn a disappointing situation into a chance to show how much you care about customer satisfaction.
Use these templates as starting points and adjust them to fit your brand voice and specific situation. The goal is always to keep your customers happy and coming back, even when things don’t go as planned.