Oops, I sold an item that I no longer have! What should I do?

This item is out of stock, but it’s not the end of the world

Some merchants are dismayed to have to explain to the customer that the product is no longer in stock. There’s no shame in it! You’ve already received the customer’s payment, the worst that can happen is that you have to refund it, and there are plenty of solutions to try before you get to that point.

Have you ever been in a store where the size of your favorite shoe was no longer available? Of course! Online, inventory validation doesn’t happen in real-time and can cause this kind of situation, but it’s never that serious.

The solutions

• If your product is discontinued, suggest one or two products that resemble it or are top sellers. This will prevent your customer from searching, and they’ll be less likely to reconsider their purchase.
• If the product will be back in stock within two weeks, ask your customer if the timing works for them.
• Offer a store credit of equal value! A new collection is coming? You’ll have a promotion very soon? Inform your customer about it, and they might be even more delighted.
• Offer a gift! A little thank you note, free shipping, or a personalized promotional code! A customer who accepts an alternative solution will appreciate that their flexibility is recognized. Perhaps it will even generate buzz for you on social media!
  (How to create a promo code?)

Communicate quickly

Your customer may expect to receive the package quickly for personal use or as a gift. Of course, receiving news quickly is crucial in some cases, and everyone will appreciate your responsiveness! Then, sending the new item promptly will be appreciated, and if not, a quick refund will leave a professional and efficient impression.

In the future…

It may happen that you don’t have time to adjust your inventory, and an item is sold when you no longer have any in stock. Nevertheless, we encourage you to manage your inventory (read the tutorial here to find out how!).