Fifteen WhatsApp templates for "sorry, it is sold out": alternatives, backorders, restock notices and refunds, without losing the customer

"Sorry, sold out" ends most conversations. "Sold out, back on the 12th, or the blue one is here now, want me to hold it?" keeps them. The difference is one sentence of effort, and these templates make it the default.

By Ritchie, ReplyKit · Published 5 September 2026 · 5 min read

Quick answer

Always pair sold-out with a next step: an alternative in stock, a restock date, a backorder or pre-order, or a notify-me promise you actually keep. If an item sells out after the customer ordered, tell them the same day with a choice of wait, substitute or refund. Keep a notify list and message each person once when stock returns.

Before you use these Sold out, with a next step Notify-me After the order FAQ

Before you use these

All templates are written for replies to people who messaged you first. Do not send them as outbound campaigns; that breaks WhatsApp's Business Messaging Policy. Edit the bracketed parts, keep the tone yours, and shorten anything that feels long on a phone.

Sold out, with a next step

Alternative

[Product, variant] is sold out right now. [Alternative] is in stock and very similar at RM [price]. Want to see it?

Restock date

[Product] is sold out and back in stock around [date]. I can put your name on the list and message you the day it arrives.

Backorder

[Product] is on backorder. If you order now, it ships around [date]. Payment is only charged when it ships. Want me to place it?

Pre-order

The new [product] is on pre-order at RM [price], shipping [date]. Pre-orders are limited to [N] and [N] are left.

Discontinued

[Product] has been discontinued. The closest replacement is [product] at RM [price]. Here are the differences: [one line].

Size out

[Size] is out in [colour], but available in [colours]. Or [size] in [colour] fits [note]. Which would you like?

Notify-me

Add to list

Added you to the restock list for [product, variant]. You will get one message here when it is back. No spam.

Restock notice

[Product, variant] is back in stock. You asked to be told; want me to reserve one? Stock is limited.

Reserve

Reserved one [product, variant] under [name] until [date]. Pay here to confirm: [link].

After the order

Sold out after ordering

Sorry, [item] in your order [#] sold out before we could pack it. You can: 1) wait until [date], 2) swap for [alternative], or 3) get a refund for that item. Which do you prefer?

Partial shipment

We have shipped the in-stock items from order [#] today. [Item] will follow around [date] at no extra shipping cost.

Substitution

Would you accept [substitute] in place of [item]? It is [difference]. If not, we will refund that item.

Refund

Refund of RM [amount] for [item] has been processed to your original payment method. It takes [days] to appear. Sorry again.

Goodwill

To make up for the wait, here is [discount / free shipping] on your next order: [code].

Wholesale or bulk out

We can supply [N] units now and the remaining [N] by [date]. Shall I split the order?

Every template here can be a taught answer or an instruction line in a ReplyKit agent, so the sold-out reply always carries the alternative from your stock list and the notify request lands in the lead card without a person copying and pasting. The agent asks the questions in order, fills the lead card, and hands over when the template says a person should. Instructions are in how to write instructions.

These pair with the online shop templates and shipping update templates.

Frequently asked questions

How should I tell a customer an item is sold out on WhatsApp?

Say it plainly and pair it with a next step: an alternative in stock, a restock date, a backorder or a notify-me promise.

What if an item sells out after the customer ordered?

Tell them the same day and offer a choice: wait, substitute or refund that item.

Can I message customers when stock returns?

Yes, individually, to people who asked. One message each.

Should I offer a discount for the inconvenience?

A small goodwill gesture after a failed order keeps the customer; it is not necessary for a simple sold-out reply.

Can an AI agent handle stock questions?

Yes, from your stock list in the knowledge base, with the alternative suggested automatically.

Sold out, but not lost

Alternatives, restock lists and reserves handled in the chat. 7-day free trial.

Start free

Written by Ritchie, ReplyKitPart of the small team in Malaysia that builds and runs ReplyKit. Writes about WhatsApp automation, AI customer service and small business lead response.

How we know this. Shops on ReplyKit teach their agents the sold-out reply with an alternative early, because it is the difference between a lost sale and a held one. Product figures in this article (limits, prices, per-reply costs) are taken from ReplyKit as it runs today and are re-checked when we update the page. Where we cite outside research, the source is linked below. We sell ReplyKit, so read our product claims with that in mind; we say where a different tool or no tool is the better choice. About ReplyKit.

Sources and further reading

WhatsApp Business Messaging Policy · opt-in, opt-out and prohibited-use rules every business must follow
Harvard Business Review, The Short Life of Online Sales Leads (Oldroyd, McElheran, Elkington, 2011) · firms that responded within an hour were about seven times more likely to qualify the lead

ReplyKit is an independent product and is not affiliated with or endorsed by Meta or WhatsApp. This article is general guidance for running a small business, not legal, financial or regulatory advice.