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How to Respond to Out of Stock and Backorder Complaints (Email Template)

· 6 min read

When customers order items your website claims are "in stock" only to receive backorder notices days later, trust is broken. This guide shows you how to apologize for inventory errors, offer clear options, and prevent future stock discrepancies.

Example Customer Complaint​

Subject: Item out of stock AFTER I ordered it?!

Hello,

I placed an order 5 days ago (Order #72918) for a Blue Gaming Chair. 
The website said "In Stock - Ships in 1-2 days" when I ordered.

Now I get an email saying it's backordered for 3-4 WEEKS? This is 
ridiculous. If you didn't have it in stock, your website shouldn't 
have let me order it.

I needed this chair for my new home office setup next week. Now I 
either have to wait a month or find it somewhere else.

Cancel my order and refund me immediately, or ship it within the 
original timeframe you promised.

Frustrated,
Kevin

Casee.io Analysis: Automatic Case Classification​

When you paste Kevin's message into Casee.io, the AI instantly analyzes and categorizes the case:

📋 Case Summary:

  • Regarding: Order #72918 - Blue Gaming Chair - Out of stock after ordering
  • Priority: High
  • Categories: Out of Stock, Order Issue, Refund Request

Key Issues Identified​

Casee.io breaks down the complaint into 2 specific issues that need addressing:

Issue 1: Stock Discrepancy (Website Said In Stock)​

Customer's concern:

"The website said 'In Stock - Ships in 1-2 days' when I ordered. Now I get an email saying it's backordered for 3-4 WEEKS?"

Suggested response:

We are very sorry to hear that the Blue Gaming Chair you ordered is now showing a backorder of 3-4 weeks, especially after the website indicated it was in stock and would ship within 1-2 days. This is certainly not the experience we want for our customers, and we understand how disappointing this must be, particularly with your new home office setup planned for next week. We are investigating why this occurred and will take immediate steps to rectify the situation.

Issue 2: Resolution Request (Cancel or Ship on Time)​

Customer's concern:

"Cancel my order and refund me immediately, or ship it within the original timeframe you promised."

Suggested response:

We understand you have two clear requests: either to cancel your order and receive an immediate refund, or to have the chair shipped within the original 1-2 day timeframe that was promised. We want to assure you that we will honor your preference. Please let us know which of these two options you would like us to proceed with, and we will make it happen.

Complete Email Response​

Casee.io also generates opening and closing paragraphs to frame your response:

Opening (AI-Generated):​

Dear Kevin,

Thank you for reaching out to us regarding your recent order, #72918, 
for the Blue Gaming Chair. We sincerely apologize for the frustration 
and inconvenience caused by the stock discrepancy and the delay you've 
experienced.

Body (Combine Issue Responses):​

You can now copy and paste each suggested response, editing as needed to add specific alternative options or expedited solutions.

Closing (AI-Generated):​

We understand how crucial timely delivery is for your new home office 
setup, and we are committed to resolving this for you. Please let us 
know how you would like to proceed, and we will take the necessary 
actions promptly.

Sincerely,
[Your Company Name] Customer Support

Why This Approach Works​

✅ Acknowledges broken promise - Website said in stock, now it's not

✅ Validates time sensitivity - Home office setup next week

✅ Offers customer choice - Cancel or fulfill, not forcing one option

✅ Takes responsibility - Investigating why it happened

✅ Clear action items - Customer decides, you execute immediately

Common Out of Stock Scenarios​

Scenario A: Can source from supplier faster​

Add: "I've contacted our supplier and can have the Blue Gaming Chair shipped directly to you within 5 business days instead of 3-4 weeks. Would this timeline work for your home office setup?"

Scenario B: Alternative product available​

Add: "We have a similar gaming chair (same features, different color) in stock that can ship today. Would you like me to send photos and specs? Or we can proceed with your original choice of cancellation/refund."

Scenario C: Partial inventory available​

Add: "We have 2 units arriving at our warehouse tomorrow. I've reserved one for your order and can ship it with overnight delivery at no charge. It will arrive by [specific date]."

Scenario D: Price drop compensation​

Add: "I see the chair price has dropped to $179 since you ordered. If you choose to wait for the backorder, I'll honor that lower price and refund you the $30 difference."

How to Use Casee.io for Stock Issues​

  1. Paste the customer's message into Casee.io
  2. Review the analysis - Check timeline expectations, deadlines mentioned
  3. Copy suggested responses - Use the itemized responses for each concern
  4. Add resolution details - Refund processed, alternative options, expedited shipping
  5. Follow up internally - Fix inventory sync issues

Critical Follow-Up Actions​

After sending the response:

  1. Check actual inventory - Is chair really backordered 3-4 weeks?
  2. Review website stock status - Is it still showing "in stock"?
  3. Honor customer choice - Cancel immediately or find solution
  4. Investigate sync issue - Why did website show availability?
  5. Update other customers - Are others affected by same inventory error?

Prevent Future Stock Discrepancies​

Common causes:

  • Inventory sync delays - Real-time updates not happening
  • Overselling - Selling same item to multiple customers simultaneously
  • Warehouse miscounts - Physical count doesn't match system
  • Supplier delays - Expected restock didn't arrive on time
  • Reserved inventory - Items held for wholesale orders but shown as available

Inventory System Improvements​

Implement these to reduce errors:

  • Real-time inventory sync - Update availability immediately after each sale
  • Buffer stock - Don't sell last 2-3 units online (reserve for errors)
  • Supplier integration - Automatic backorder alerts when shipments delayed
  • Pre-order vs in-stock - Clear distinction on product pages
  • Expected ship date - Show "Ships by [date]" instead of vague "in stock"
  • Low stock warnings - "Only 3 left!" helps set expectations

Try It Yourself​

Want to handle stock discrepancy complaints faster and reduce customer frustration? Try Casee.io free →

Paste your customer message and get instant analysis with choice-driven, solution-focused response suggestions.