Backorder email templates
Telling someone the thing they paid for isn't in stock is uncomfortable, and the instinct is to soften it until it's vague. This template does the opposite: it says the item is on backorder, gives the best date you have, and offers three clear options (wait, swap, or cancel for a full refund) with a default if they don't reply.
;cs-backorder;cs-backorder in any app.Variations
The same message for a different channel or tone. Copy the one that fits.
For SMS, chat or a mobile reply.
When the supplier hasn't given a date.
When to use it
- An item sold out after the customer ordered it.
- A supplier delay means a preorder date has slipped.
- You need the customer's decision before you can ship the rest of the order.
What to avoid
- Don't guess a restock date. Use the no-date variant if you don't know.
- Don't hold the whole order hostage to one backordered item unless shipping separately is impossible.
- Don't make cancelling sound like the bad choice.
The fields in this template
Retext fills these in when the snippet expands. In plain text they become [brackets] to replace by hand.
- Customer name
{fill:Customer name} - Their first name.
- Item
{fill:Item} - The backordered item.
- Clipboard
{clipboard} - Pastes whatever you last copied, such as an order number or a link, into that spot.
- Restock date
{fill:Restock date} - The supplier's expected date, e.g. "mid-March".
- Alternative item
{fill:Alternative item} - A similar in-stock option.
- Date in 3 days
{date+3} - Inserts the date 3 days from today, worked out when the snippet expands. Useful for deadlines and return dates.
- Your name
{fill:Your name} - Your first name.
Tips
- •Numbered options get much clearer replies than open questions.
- •Setting a default with a date ({date+3}) keeps orders moving when customers don't reply.
- •Remove option 2 if you don't have a sensible alternative.
Works in Shopify inbox, Gorgias, Gmail and every other app
Retext types the snippet wherever your cursor is. To use a different version in one app, give it the same trigger and limit it to that app with per-app snippets. They go by app, not website, so every tab in your browser counts as one app.
When a popular item sells out, an owner can update the shared snippet with the restock date and alternative once, and every agent sends the same options.
See Retext for TeamsQuestions
How do you tell a customer an item is on backorder?
Tell them as soon as you know, give the expected restock date if you have one, and offer clear choices: wait, swap or cancel for a refund.
Should you charge for backordered items?
Practices vary, but customers are most comfortable when they're either not charged until it ships or can cancel for a full refund at any time before it does.
Related templates
Order shipping delay
;cs-ship-lateCustomer support
Hi [Customer name], I'm sorry, your order [clipboard] is running late. [Reason for delay] The new estimated delivery dat…
Refund approved
;cs-refund-yesCustomer support
Hi [Customer name], Good news: I've refunded [Refund amount] to your [Payment method] for order [clipboard]. Most banks…
Apology for a slow reply
;cs-slow-replyCustomer support
Hi [Customer name], Sorry for the slow reply, and thanks for waiting. [Short reason] If this doesn't fully answer your q…
Type ;cs-backorder, get the whole reply
Retext expands your snippets in every Mac app and fills in names, dates and order numbers for you.
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