Out of Stock Email and Message Templates
An out of stock answer should help someone decide what to do next. Tell them what is unavailable, explain what you know about a restock and offer an alternative only when it actually fits.
A shopper browsing your website and a customer whose paid order cannot be fulfilled have different problems. Pick the right workflow before copying a reply. A product recommendation is not a complete answer to an order your store already accepted.
Check before you reply
- Identify the exact product and variant, including size or color.
- Check current availability instead of relying on an old post or product screenshot.
- Confirm whether a restock date is approved for sharing.
- If there is an existing order, check what was promised and which resolution options your team can offer.
Short reply examples
Use an example only when its condition matches the conversation. Review it before sending.
A shopper asks about availability
Use when the exact product or variant is unavailable and you have no confirmed restock date.
That option is out of stock. We do not have a confirmed restock date yet.
Keep the answer specific to the variant. Do not imply every size or color is unavailable if only one option sold out.
A restock alert is available
Use only when your store has a working restock notification option for that item.
It is out of stock right now. You can sign up on the product page for a restock notification.
Check the page and notification flow before sending the customer there. Do not collect an email in a public comment.
An accepted order has a stock problem
Use after the order and stock issue are verified and your team is contacting the customer to resolve it.
Sorry, we cannot fulfill the item you ordered. We're checking the available options for your order.
Follow with the actual options your business can provide. Do not replace the item or convert the payment into store credit without the required customer choice and approvals.
Answer for the exact variant
Stock can differ between colors, sizes and bundles. Start with what the shopper means. If a video shows several products, ask which one they want before checking availability. A broad answer can send away someone whose preferred option is still available.
Make sure the product link opens the item you discussed. If your catalog updates automatically, test how quickly that change reaches the reply workflow. Avoid putting stock counts in permanent knowledge instructions that will become outdated.
Recommend an alternative with a reason
Offer another item when it meets the need the customer described. Explain the relevant difference. If someone wants a fragrance free option, a similar looking product with fragrance is not a suitable substitute.
If the requirement is unclear, ask one useful question. Do not send a list of unrelated links simply to keep the conversation going. A short accurate answer is more helpful than a recommendation that creates another return.
Keep restock dates honest
A supplier estimate, a warehouse arrival and stock ready for sale are not the same date. Use the date your team has approved for customers. If there is no confirmed date, say so rather than turning an internal estimate into a promise.
For a paid order, assign the resolution to someone who can review it. A general restock alert does not resolve an unfulfilled purchase. Keep the conversation connected to the order and record what the customer chooses next.
Common questions
Should I offer a discount for an unavailable product?
Only offer a discount that your team has approved and can apply. Start by answering the availability question and checking whether a suitable alternative exists.
Can AI answer stock questions?
It can help when it has reliable current product information. If availability is missing or uncertain, the workflow should check it or ask your team instead of guessing.
Use the reply in a complete support workflow
Read the guide: Prepare reliable product and policy information. To handle repeated questions with your store information and response rules, explore SmartReply Support AI or book a demo with your team's examples.