Can I keep the money and send the item when it comes back in?

Only if the customer agrees. Ask them, give a date, and refund in full if they would rather not wait.

Should I refund delivery if only one item is missing?

If the rest of the order still ships, you usually only refund the missing item. If nothing ships, refund the whole order including delivery.

Is store credit an acceptable alternative?

You can offer it, but it should be the customer’s choice. Put the cash refund first so nobody feels pushed into credit.

Out of stock after ordering: reply templates

Stock counts drift, a pre-order slips or the last unit turns out to be damaged in the warehouse, and you're left with a paid order you can't send. These replies tell the customer straight away, give them a real choice and make the refund the easy option.

Updated 11 October 2026

Subject: About your order {order_number}: {product_name} is out of stock

Hi {first_name}, I'm sorry to be the bearer of bad news. Since you placed order {order_number}, we've run out of {product_name}, and I didn't want you waiting for a parcel without knowing why. We're expecting more on {restock_date}. You can choose what happens next: 1. Wait for the restock and we'll send it the day it arrives. 2. Swap it for something else of the same price or less. 3. Take a full refund for the item, which we'll process today. Just reply with the option that suits you. If we don't hear back by {restock_date}, we'll refund you in full rather than keep your money. Sorry again, {agent_first_name} {workspace}

Subject: Order {order_number}: item unavailable

Dear {first_name}, Thank you for your order {order_number}. Unfortunately, {product_name} is no longer in stock and we are unable to dispatch it within the delivery time we gave you. Please accept our apologies. We expect new stock on {restock_date}. Please let us know whether you would prefer to: - wait for the new stock, which we will send on arrival; - exchange it for an alternative item; or - receive a full refund for this item, including any delivery charge paid for it. If we do not hear from you by {restock_date}, we will refund the item in full. Kind regards, {agent_first_name} {workspace}

Subject: {product_name} is out of stock

Hi {first_name}, Sorry, {product_name} from order {order_number} has sold out. More is due {restock_date}. Would you like to wait, swap it, or have a full refund today? Just reply and I'll sort it. {agent_first_name} {workspace}

{first_name}Filled by Hobson: The customer's first name.
{order_number}Filled by Hobson: The Shopify order number, for example #1042.
{product_name}: The item you can't supply, including size or colour.
{restock_date}: When you expect new stock, as a date the customer can plan around.
{agent_first_name}Filled by Hobson: The first name of the teammate sending the reply.
{workspace}Filled by Hobson: Your shop name.

When to use it

An order has been paid but one or more items can no longer be supplied.
A restock is due but the date is later than the delivery time the customer was promised.
A pre-order has slipped and the customer needs to decide whether to keep waiting.

If the customer hasn't ordered yet and just wants to know when an item is coming back, use the back in stock template. Back in stock

UK consumer law

Under the Consumer Rights Act 2015, goods should be delivered within 30 days unless you agreed a different time, so you can't hold a customer's money indefinitely while you wait for stock. If you can't supply, refund promptly and in full, including the delivery charge for that item. Never send a substitute without the customer agreeing to it first. This is a general guide, not legal advice.

How to use it

1
Check the restock date
Confirm the date with your supplier before you quote it. A vague "soon" leads to a second email a week later.
2
Offer real choices
Give the customer wait, swap or refund, and say which one happens if they do not reply.
3
Refund the item, not the whole order
If the rest of the order can ship, send it and refund only the missing item, plus its share of delivery if relevant.
4
Fix the stock count
Find out why the item oversold and correct the inventory so the next customer is not caught out.

Common mistakes

Waiting until the customer chases before telling them. Email the day you find out.
Sending a "similar" item without asking. A substitute the customer did not choose usually ends in a return.
Defaulting to store credit. Many customers want their money back, and they are entitled to it.
Leaving the order open with no deadline. Set a date after which you refund automatically, and stick to it. See cancel order for the wording.

What they usually ask next

Customers who choose the refund usually ask when the money will reach their account. Refund request within 14 days

Related templates

All products and shipping templates