Notice of Back-Ordered Item Template

In plain language: Identifies the sender's business name, address, and contact information at the top of the letter.

Common mistake: Using a generic company email (e.g., info@) instead of a customer service contact — customers who reply have no clear owner and the issue stalls.

In plain language: States the date the notice is issued and the customer's name and mailing or billing address.

Common mistake: Omitting the date — without it, the customer has no reference point for when the ETA was communicated, which creates disputes if the restock date is missed.

In plain language: A one-line summary that identifies the letter as a back order notice and references the order number.

Common mistake: Writing a vague subject line like 'Update on your order.' Customers who receive many order-related emails may not open it promptly.

In plain language: Thanks the customer for their order and acknowledges the specific item affected by the back order.

Common mistake: Jumping straight to the delay without acknowledging the order — this reads as impersonal and increases customer frustration.

In plain language: Briefly explains the reason for the back order (supplier delay, unexpected demand, production issue) at an appropriate level of detail.

Common mistake: Over-explaining internal supply chain problems in customer-facing language — this can undermine confidence rather than reassure the customer.

In plain language: Provides the best available estimate of when the item will be back in stock and when the customer can expect shipment.

Common mistake: Providing an ETA you are not confident in. A missed ETA on a back order notice destroys more trust than a slightly later but reliable one.

In plain language: Offers the customer one or more equivalent or substitute products they can receive sooner, if available.

Common mistake: Offering a substitute without specifying price or availability — the customer has no basis to make a decision and is likely to cancel rather than ask.

In plain language: Clearly states the customer's choices: wait for the back ordered item, accept a substitute, or cancel for a full refund.

Common mistake: Not including a cancellation option. Customers who feel locked in escalate to chargebacks rather than contacting you — which is costlier than a straightforward refund.

In plain language: Apologizes for the inconvenience, thanks the customer for their patience, and provides a direct contact for follow-up questions.

Common mistake: Ending with a generic sign-off that includes no specific contact information — customers who have questions either email the wrong address or take to social media.

A notice of back ordered item is a formal letter or email a seller sends to a customer to explain that one or more items from a placed order are temporarily out of stock and cannot be shipped by the original expected date. It identifies the affected item, explains the reason for the delay, provides an estimated restock date, and presents the customer's options — including waiting, substituting an alternative product, or cancelling for a refund.

Send it within 24 hours of confirming that an ordered item cannot be fulfilled on time. The sooner the customer is informed, the more goodwill is preserved. Waiting until the original ship date has passed — or until the customer follows up — significantly increases the likelihood of cancellation or a payment dispute.

At minimum: the customer's order number and date, the specific item and SKU affected, a brief explanation of the cause, the estimated restock and ship date, any available substitute products with pricing, and a clear statement of the customer's options (wait, substitute, or cancel for refund). Missing the order reference number or the ETA are the two most common omissions that cause follow-up calls.

Yes, in most situations. While there is generally no legal obligation to cancel simply because of a delay, failing to offer one increases the risk that the customer will dispute the charge with their credit card provider. A chargeback costs more than a straightforward refund, so explicitly offering a cancellation option is better practice even when you expect most customers to wait.

A back order notice communicates a delay while keeping the order open — the seller intends to fulfil it once stock is available. An order cancellation letter terminates the transaction entirely and triggers a refund. Use a back order notice when you have a credible ETA; use a cancellation letter when the item cannot be sourced at all or the delay is indefinite.

Email is the standard channel for most consumer and B2B e-commerce transactions — it is faster and provides a searchable record for both parties. Use postal mail if the original order was placed by mail or if the customer has no email address on file. Whichever channel you use, retain a copy with a timestamp as proof of notification.

Send a follow-up notice immediately with the revised date, a renewed apology, and a restatement of the customer's options. Customers who receive proactive updates are far more likely to remain patient than those who discover the delay has extended by following up themselves. Consider offering a small discount or shipping upgrade as goodwill on a second delay.

Yes. List each backordered item on a separate line in the subject line and opening paragraph, with the SKU, quantity, and individual ETA for each. If some items in the order are shipping on time, note which ones are being fulfilled immediately so the customer has a complete picture of their order status.