Out of Stock Response Templates

Six out-of-stock reply email templates, from a restock ETA and backorder option to a substitute suggestion, restock alerts, an apology discount, and pre-order. Use the variants as-is, edit the placeholders, or download the editable Word doc.

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Length

6 variants · copy-paste

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Out of stock with restock ETA

Subject

Update on item name

Email

Hi customer name,

Thanks for your interest in item name. I want to be upfront: it is currently out of stock, so I would rather tell you straight than leave you wondering.

Here is where things stand:

We expect it back around restock date.
That is a real estimate from our supplier, not a guess, and I will let you know if it moves.
In the meantime, alternative step if you would rather not wait.

You do not need to chase this. If you would like, I can flag your details and reach out the moment it lands, so you are not refreshing the page -- just reply and say the word.

Sorry it is not ready right now. It is a popular one, which is part of why it sells out, and I will keep you posted.

Best,

your name, company name

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6 ready-to-use variants

1. Out of stock with restock ETA 2. Backorder option 3. Substitute suggestion 4. Restock alert signup 5. Apology with a discount 6. Pre-order option

Out of stock with restock ETA

When to use: Use it when a customer asks about or orders an item that is out of stock.

Subject

Update on item name

Email

Hi customer name,

Thanks for your interest in item name. I want to be upfront: it is currently out of stock, so I would rather tell you straight than leave you wondering.

Here is where things stand:

We expect it back around restock date.
That is a real estimate from our supplier, not a guess, and I will let you know if it moves.
In the meantime, alternative step if you would rather not wait.

You do not need to chase this. If you would like, I can flag your details and reach out the moment it lands, so you are not refreshing the page -- just reply and say the word.

Sorry it is not ready right now. It is a popular one, which is part of why it sells out, and I will keep you posted.

Best,

your name, company name

Backorder option

When to use: Use it when an item is out but can be reserved on backorder.

Subject

You can backorder item name

Email

Hi customer name,

item name is out of stock right now, but you do not have to lose your place -- you can put it on backorder and it ships to you the moment it arrives.

Here is how it works, plainly:

You reserve one now and hold your spot ahead of the queue.
backorder terms, so there are no surprises on your card.
Best estimate on shipping is expected ship, and I will tell you if that shifts.

The advantage is simple: when the restock lands, backorders go out first, so you are not competing with everyone else refreshing the site. If you would rather wait and decide later, that is completely fine too.

Want me to set the backorder up for you, or send you the link to do it yourself? Either works.

Best,

your name, company name

Substitute suggestion

When to use: Use it when an item is out but a genuinely similar product is available.

Subject

A close match for item name, in stock now

Email

Hi customer name,

item name is out of stock at the moment, and rather than just tell you to wait, I want to point you at something that might serve you just as well right now.

Take a look at substitute name. It covers the same need, and here is the honest comparison: key difference. I would not suggest it if it were a downgrade dressed up as an alternative -- if it were not a real match, I would tell you to hold out for the original.

So you have two good options: grab substitute name today, or wait for item name to come back and I will let you know when it does.

Happy to send a direct link to substitute name or answer anything about how the two differ. Which would help more?

Best,

your name, company name

Restock alert signup

When to use: Use it when a customer wants to know when an item returns to stock.

Subject

I will tell you the moment item name is back

Email

Hi customer name,

item name is out of stock right now, but you should not have to keep checking the page to find out when that changes. Let me do the watching for you.

Here is how it works:

I add you to the restock alert for item name.
The moment it is back, you hear from me by alert channel -- before it goes out to a wider announcement.
To lock that in, signup step.

That way you get a real head start rather than finding it sold out again an hour after it returns. Popular items like this one can move fast once they land, so being on the list genuinely matters.

Want me to add you now? Just confirm the best alert channel to reach you and it is done.

Best,

your name, company name

Apology with a discount

When to use: Use it when the stockout let a customer down, such as after they already ordered.

Subject

Sorry about item name -- let me make it right

Email

Hi customer name,

I owe you an apology. You came to us for item name and it was not there when it should have been, and I know that is frustrating -- especially if you were counting on it.

I am sorry. That is on us, not on you, and I want to do more than just say so.

Here is what I can offer to make it right: discount offer. To use it, how to use. It applies whether you wait for item name to return or choose something else entirely -- no strings, no catch.

I would rather keep your trust than pretend the stockout did not matter. If there is anything else that would genuinely help, tell me and I will see what I can do.

Thanks for your patience, and sorry again.

Best,

your name, company name

Pre-order option

When to use: Use it when an item can be pre-ordered ahead of its release or restock.

Subject

Pre-order item name before it sells out again

Email

Hi customer name,

Good news on item name: even though it is not in stock today, you can pre-order it now and secure one from the very next batch.

Here is the deal, kept honest:

Pre-orders are expected to ship around preorder ship.
Pre-ordering means preorder benefit, so you are not left hoping there is one for you when it lands.
You reserve your place today and skip the scramble when it goes live.

I want to be clear on the timing so there are no surprises: preorder ship is the ship window, not tomorrow. If that works for you, a pre-order is the surest way to actually get one, since these tend to go quickly once they are back.

Want me to set up your pre-order, or send you the link to do it yourself?

Best,

your name, company name

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How to use this template

1
Pick the closest variant. Choose based on the situation, not only the channel.
2
Replace every placeholder. If you cannot fill a field, ask one clarifying question first.
3
Save the final version into sem.chat, your CRM, or your help desk so the team stays consistent.
4
Review results weekly. Drop variants that create confusion and improve the ones that work.

Frequently asked questions

Can I use these templates commercially?

Yes. Copy, edit, and use them in your business, client work, CRM, help desk, or sem.chat workspace.

Why are there six variants?

One generic template rarely fits every situation. Six variants give your team practical choices without a messy library.

Should I paste these into sem.chat?

Yes. Save the best variants as canned replies, knowledge base entries, routing rules, or CRM notes so your AI agent and team stay consistent.

What should an out-of-stock email say?

Tell the customer plainly that the item is unavailable, give a real restock date or say you do not have one yet, and offer a next step such as a backorder, substitute, or restock alert. Honesty beats a vague soon.

Should I offer a substitute or wait for restock?

Offer both and let the customer choose. Suggest a substitute only if it genuinely fits the same need, and compare it honestly. Some customers want it now, others want the exact item, so give a real head start on the restock too.

How does a backorder differ from a pre-order?

A backorder reserves an item that sold out so you keep your place in the queue when it returns. A pre-order secures an upcoming or newly restocking item from the first batch. Both hold a spot; be clear on ship timing for each.

When should I include a discount?

Offer a make-good discount when the stockout genuinely let the customer down, such as after they already ordered. Apologise first and present the discount as sincere repair, not a bribe. For a routine out-of-stock note, a restock alert is usually enough.