What do I say when a product is out of stock?
Hi [Name], [product] is currently out of stock. We can offer [alternative] or update you when it is available again. Which would you prefer?
Customize this out-of-stock message free →
Before you send the message
- Confirm the inventory status before sending the message.
- Offer a genuine substitute, restock update or wait-list option.
- When the customer already paid, explain the available refund, cancellation or replacement route.
How to tell a customer an item is out of stock
Say that the specific item is unavailable, avoid promising a restock date you cannot confirm, and immediately offer the closest useful next step. The customer should be able to choose an alternative, wait for a verified restock update, or cancel that item without having to ask several more questions.
Simple out-of-stock message
Hi [Name], the [item] is currently out of stock. We can offer [alternative] now or notify you when it returns. Which would you prefer?
After the customer already ordered
Hi [Name], I’m sorry, but [item] became unavailable before we could complete your order. You can choose [alternative], wait until [confirmed date], or receive [applicable refund/cancellation option]. Please tell us which option works best.
Out-of-stock email example
Use this message first
SMS version
Keep the issue, the next update or remedy and the promised time.
Email version
Use email when the complaint, delay or proposed remedy needs a complete written record.
Out-of-stock messages for different situations
Temporary out-of-stock message
Hi [Name], [product] is temporarily out of stock. Our confirmed restock date is [date]. Would you like us to reserve one for you or show you an available alternative?
Restock date is unknown
Hi [Name], [product] is currently out of stock and we do not yet have a confirmed return date. We can notify you when availability is confirmed or help you choose [alternative].
Customer already placed an order
Hi [Name], I’m sorry, but [product] became unavailable after your order. We can offer [alternative], wait until [confirmed date], or follow the cancellation/refund option in your order terms. Which do you prefer?
Offer a substitute without pressure
Hi [Name], [product] is out of stock. We have [alternative] available at [price]. It differs by [important difference]. Would you like details, or would you prefer to wait?
Do not invent a restock date or substitute a different product without the customer’s agreement.
What to do next
- Acknowledge: Confirm what happened and what you are checking.
- Update: Give the customer the promised status update, even when the solution is not complete.
- Resolve: State the approved remedy or final decision and document it clearly.
Common mistakes
- Hiding that the product is unavailable.
- Offering no alternative.
- Promising a restock date you do not know.
Why this works
It works because the customer gets an honest availability update plus a choice between an alternative and a restock notice.
Choose the right next step before you write
Temporary stockout
Give the expected restock timing only if you actually know it.
Alternative available
Offer the closest substitute and explain the difference briefly.
Backorder possible
Ask whether the customer wants to wait before placing them on a backorder.
Cannot fulfill
Offer cancellation or refund clearly instead of forcing another product.
Need this written for your exact business?
Use the free Customer Message Generator to turn your situation into a ready-to-send WhatsApp message, SMS text, Instagram DM, Facebook reply, or email.
FAQ
How do I tell a customer an item is out of stock?
State that the item is unavailable, offer a suitable alternative or verified restock update, and let the customer choose the next step.
What is a polite out-of-stock message?
A polite message names the unavailable item, apologizes briefly where appropriate, and provides a practical alternative without making an unverified promise.
What should I say if the customer already ordered the item?
Explain the availability problem promptly and offer the options allowed by the order terms, such as an alternative, a confirmed wait, cancellation or refund.