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Out of stock message

An out of stock message tells a customer that something they ordered or asked for isn't available. Shops, caterers and distributors send it on WhatsApp after the order is already in, which is the hard part. The trap is swapping in a substitute or shipping half the order without asking, then dealing with the complaint. Ask first, and give the customer a clear choice: wait, swap, refund or ship what you have. This page covers each stage, from the first "sorry, we're out" to the back-in-stock alert, for retail and wholesale, with Bahasa Malaysia versions.

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When to send it

Send it as soon as you know, before you pack anything. A customer told on the day of order can still buy elsewhere. One told on delivery day can't, and remembers it. Put the problem in the first line, offer choices in the same message, and wait for a reply before you ship. If a whole product line is short, message every affected order, not just whoever asks.

1. Out of stock, with choices

Use when one item in an order is out. Give options in the same message.

You → customer
Hi [Name], sorry, the [Oat milk 1L] in order [#3310] is out of stock. Would you like a swap to [Almond milk 1L], wait till [Thu], or a refund of [RM12.90] for that item?

2. Offering a substitute

Use when you have a close match. Say what differs, especially price.

You → customer
Hi [Name], we're out of the [Nike Pegasus 41, size 42]. We have the same shoe in [size 42, black] instead of [white]. Same price. Want me to send that?

3. Substitute costs more

Use when the swap is pricier. Say who covers the difference.

You → customer
Hi [Name], the [500g Arabica] is out. The [1kg bag] is [RM20] more, but I can let you have it at the [500g] price this time. OK to swap?

4. Backorder with ETA

Use when the customer is willing to wait. Name where the date comes from.

You → customer
Hi [Name], the [Dyson V12 filter] is on backorder. Our supplier says stock arrives around [24 Oct]. Your order stays held and paid. I'll message the day it lands.

5. ETA has slipped

Use when the restock date moves. Say it before the old date passes.

You → customer
Hi [Name], bad news on the [filter]: the supplier moved delivery to [7 Nov]. Still happy to wait, or shall I refund [RM89] today?

6. Partial fulfilment, asking first

Use when most of the order is ready. Let the customer choose one shipment or two.

You → customer
Hi [Name], [4 of 5 items] in order [#3310] are ready. The [phone case] is due back on [Mon]. Ship the 4 now and the case later, or send everything together on [Mon]?

7. Partial shipped, rest refunded

Use once they've chosen to take what you have.

You → customer
Just send what you have
Done. 4 items shipped today, tracking [tracking link]. [RM35] for the case is refunded to your [card], usually [3-5 working days].

8. Wholesale shortfall

Use for distributors and trade buyers, where cartons matter and the run is fixed.

You → customer
[Name], for tomorrow's delivery we only have [6 of 10 ctn] of [chilli sauce 340g]. The other 4 come on [next Tuesday's] run. OK to split, or switch to [garlic chilli 340g]?

9. Asked about an item, it's out

Use when someone enquires and you're out. Offer the alert.

You → customer
Still got the batik scarf in green?
Sold out in green, sorry. We restock around [mid-Nov]. Want me to message you when it's back?

10. Back in stock alert

Use only for customers who asked to be told. Name the item and hold it briefly.

You → customer
Hi [Name], the [batik scarf, green] is back 🙂 I've put one aside for you till [Sat]. Reply yes and I'll send the pay-link.

11. Discontinued

Use when it isn't coming back. Say so plainly.

You → customer
Hi [Name], the supplier has stopped making the [Brand X 5kg rice]. It won't be back. Closest we carry is [Brand Y 5kg], [RM2] cheaper. Want to try it?

In Bahasa Malaysia

Habis stok, beri pilihan

You → customer
Hi [Name], maaf, [susu oat 1L] dalam pesanan [#3310] dah habis stok. Nak tukar ke [susu badam 1L], tunggu sampai [Khamis], atau refund [RM12.90] untuk item tu?

Tarikh stok baru

You → customer
Hi [Name], [penapis Dyson V12] tengah tunggu stok. Supplier kata sampai sekitar [24 Okt]. Pesanan anda kami simpan, nanti saya mesej bila stok masuk.

Hantar separuh dulu

You → customer
Hi [Name], [4 dari 5 barang] dah siap. [Casing phone] sampai hari [Isnin]. Nak kami hantar yang 4 dulu, atau tunggu dan hantar sekali?

Stok dah masuk

You → customer
Hi [Name], [selendang batik hijau] dah ada stok. Saya simpan satu untuk anda sampai [Sabtu]. Balas ya, saya hantar link bayaran.

What not to send

  • A substitute in the parcel with no message. The customer finds out when they open the box and feels tricked.
  • "Refund will be processed." Give the amount and the date, or they will chase you.
  • A restock date you made up. When it slips you lose the sale and their trust.
  • Back-in-stock alerts to people who never asked. That's a promotion, not an alert.
  • The bad news after the rest of the order has shipped. Tell them before, so they can choose.

Stop typing these by hand

Cupbots runs on your own WhatsApp number. It takes orders, sends invoices with a pay-link and answers "any update?" in the chats you already use, so messages like these go out on time without you.

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FAQ

How do I tell a customer an item is out of stock?

Say it in the first line, name the exact item, and give options in the same message: a substitute, a restock date or a refund. Keep the apology to one line. The customer cares more about what happens next than about how sorry you are.

Can I send a substitute without asking the customer?

Only if they agreed to substitutes beforehand, for example a "replace if unavailable" note on a grocery order. Otherwise ask. A swap they didn't choose feels like you decided for them, and many will ask for a refund on principle.

What if the customer already paid for the out of stock item?

Tell them how much you will refund, how, and when. Say "RM24 back to your account by Friday", not "we will process a refund". If they choose to wait for restock instead, confirm in writing that the payment stays on the order.

Should I give a restock date if I'm not sure?

Give the date your supplier gave you and say it's the supplier's estimate. If you have no date at all, say so, and promise to message when stock lands. A guessed date that slips does more damage than an honest "not sure yet".

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