Embedded Files
Important: Before using this template, please ensure you check the OOS Resolution sheet that has been posted in the CS - News and Updates space to get the appropriate resolution for each SKU.
Out-of-Stock Options
Dear [CUSTOMER'S NAME],Β
[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE].
We wanted to inform you that the [SKU] item in your order is currently out of stock. Our replenishment stocks are expected to arrive on [INSERT STOCK ARRIVAL DATE].
To proceed with your order, please select one of the following options:
a. Choose a different color - We can replace the [SKU] with another color of the same size.
Here's available color:
[CHECK STOCK SHEET FOR THE COLORS AVAILABLE]
b. Cancel and Refund - We can remove the item from your order, issue a refund for that item, and ship out the rest of your order immediately.
c. Wait for replenishment - We can hold your order until the item is back in stock. You will receive a tracking email once your order is packed and ready to ship.
Please reply to this email with your preferred option at your earliest convenience.
We sincerely apologize for the inconvenience and appreciate your understanding. If you have any questions, feel free to reach out.
Thank you for reaching out, [CUSTOMER NAME].
[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE].
Upon checking, you placed your order [INSERT ORDER DATE AND TIME]. All orders are assigned with tracking numbers within 24 hours of being placed. Once your order has been prepared for shipment, you will receive a Fulfillment Confirmation email that includes your tracking number and a link to track the delivery progress. Please make sure to check your inbox or spam folder.
The estimated delivery timeframe is up to [10/15] business days, depending on your location. It may arrive sooner. I want to assure you that we are committed to getting your order to you as quickly as possible.
Feel free to reach out if you have any other questions about the status of your order. I'm here to help ensure you receive your purchase in a timely manner.
Thank you for reaching out, [CUSTOMER NAME].
[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE].
I can see that your order was placed on [ORDER DATE]. The package is currently en route to your delivery address.
I've just sent you the shipment notification and one-time status update via email with the current tracking details for your order directly from the carrier's website. Please check your inbox for the latest updates on your shipment's status and location.
Please take a moment to review the email at your earliest convenience and confirm whether you have received it.Β
[WITH EXPECTED DELIVERY DATE]Β
Based on the tracking information, your order is expected to be delivered by [EXPECTED DELIVERY DATE] via [CARRIER NAME] delivery. This timeframe may be subject to any unforeseen delays from the carrier.Β
[NO EXPECTED DELIVERY DATE]Β
The carrier is still in the process of transitioning your package to the final delivery location. The estimated delivery timeframe is up to [10/15] business days, depending on your location. It may arrive sooner. I want to assure you that we are committed to getting your order to you as quickly as possible.
Please let me know if you have any other questions! I'm happy to provide any additional support.
Thank you for reaching out, [CUSTOMER NAME].
[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE].
I can see that your order was placed on [ORDER DATE] and has been fulfilled and shipped via [CARRIER NAME]. The package is currently en route to your delivery address.
I've just sent you a one-time status update via email with the current tracking details for your order directly from the carrier's website. Please check your inbox for the latest updates on your shipment's status and location.
Here is the status of your order as of today:
Tracking number: [TRACKING NUMBER]
Tracking link: [TRACKING LINK]
Latest tracking update: [EXPLAIN TRACKING MOVEMENT]
[WITH EXPECTED DELIVERY DATE]Β
Based on the tracking information, your order is expected to be delivered by [EXPECTED DELIVERY DATE] via [CARRIER NAME] delivery. This timeframe may be subject to any unforeseen delays from the carrier.Β
[NO EXPECTED DELIVERY DATE]Β
The carrier is still in the process of transitioning your package to the final delivery location. The estimated delivery timeframe is up to [10/15] business days, depending on your location. It may arrive sooner. I want to assure you that we are committed to getting your order to you as quickly as possible.
Please let me know if you have any other questions! I'm happy to provide any additional support.
Thank you for reaching out, [CUSTOMER NAME].
[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE].
Our warehouses are required to label orders with tracking numbers within 24 hours and have them ready for shipment within 2 days of placing your order. We apologize for any unexpected delays in meeting this commitment.
Rest assured, I'm here to ensure your order is processed promptly. I have personally escalated this to our Fulfillment team to prioritize processing and shipping immediately. You can expect to receive a Fulfillment Confirmation email with tracking details within the next 48-72 hours. Please feel free to reach out if you have not received it by then.
I want to assure you that we are committed to delivering your order as quickly as possible once it has been processed. Please feel free to reach out if you have any other questions.
Thank you for reaching out, [CUSTOMER NAME].
[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE].
[STEP 2B: If any item is out of stock]
Upon reviewing your order, it appears [INSERT OOS PRODUCT NAME] is currently out of stock. Our team is working to fulfill the available items and will send you the Fulfillment Confirmation email with the tracking information as soon as your order ships. I'm happy to provide an update on the expected delivery timeline for the back ordered items on [Expected Arrival Date of Stocks - Refer to fulfillment update]. Please let me know if you have any other questions.
I want to assure you that we are committed to delivering your order as quickly as possible once it has been processed. Please feel free to reach out if you have any other questions.
Hello [CUSTOMER NAME],
[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE].
Here is the status of your order as of today:
Tracking number: [TRACKING NUMBER]
Tracking link: [TRACKING LINK]
Latest tracking update: [EXPLAIN TRACKING MOVEMENT]
Since your order is already prepared with its Tracking Number, there may have been unforeseen circumstances causing a delay in updating the shipment progress, such as scanning at the carrier's sorting facility, availability of pick-up trucks and drivers, or weather conditions.
Rest assured, I'm here to ensure your order is processed promptly. I have personally escalated this to our Fulfillment team to expedite the processing. They will work to ensure your package is picked, packed, and shipped as soon as possible.
I've just sent you a one-time status update via email with the current tracking details for your order directly from the carrier's website. Please check your inbox for the latest updates on your shipment's status and location..
You can expect to see tracking movement on your order within the next 48-72 hours. I apologize for the delay and appreciate your patience as we work to get your order to you as quickly as possible.
Please don't hesitate to let me know if there's anything else I can help you with.
Hello [CUSTOMER NAME],
[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE].
Here is the status of your order as of today:
Tracking number: [TRACKING NUMBER]
Tracking link: [TRACKING LINK]
Latest tracking update: [EXPLAIN TRACKING MOVEMENT]
Upon reviewing your order, it appears [INSERT OOS PRODUCT NAME] is currently out of stock. Our team is working to fulfill the available items and will send you the Fulfillment Confirmation email with the tracking information as soon as your order ships. I'm happy to provide an update on the expected delivery timeline for the back ordered items on [Expected Arrival Date of Stocks - Refer to fulfillment update]. Please let me know if you have any other questions.
You can expect to see tracking movement on your order within the next 48-72 hours. I apologize for the delay and appreciate your patience as we work to get your order to you as quickly as possible.
Please don't hesitate to let me know if there's anything else I can help you with.
Thank you for reaching out, [CUSTOMER NAME],
[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE].
The delivery address is managed per order number. Should you have items that have to be delivered to different addresses, kindly place separate orders for them.
Please don't hesitate to reach out if you have any other questions or concerns. We are excited to process your purchase with us.
Hello [CUSTOMER NAME],
[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE].
Good news! Your order is now at your local courierβs facility. To avoid any delays, we kindly request that you pick up your package as soon as possible.
Here are the details of your order:
Order Number: [Insert Order Number]
Tracking Number: [Insert Tracking Number]
Tracking Link: [Insert Tracking Link]
Latest Tracking Update: [Insert Latest Update]
For any assistance, you may contact your courier directly:
[USPS: Find the post office location here and provide complete contact details]
[FedEx: Find the post office location here and provide complete contact details]
[IF OTHER COURIER: Insert their contact details here]
Thank you for choosing us. We appreciate your business and look forward to serving you again.
Thank you for reaching out, [CUSTOMER NAME],
[ACKNOWLEDGEMENT Phrase + MIRROR critical words from customer's concern]. ASSURANCE].
You can provide your representative with an authorization letter and a copy of your valid ID to claim your purchase on your behalf. Your authorized representative should also present a valid ID upon delivery for proof of identity.
Feel free to reach out with further questions about your order.
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