# Backorder Customer Notification Letter Template

> Source: https://netray.co/tools/backorder-customer-notification-letter-template
> Publisher: Netray (netray.co), AI and integration engineering for ERP and manufacturing systems.
> Section: Free Tools

## Short answer

A clear letter that tells a customer which lines are backordered, the revised ship date, and what they can choose to do.

## Category

supply-chain

## Audience

- Customer service rep
- Order desk
- Account manager

## Tool

**Kind:** template

**Output:** document

**Fields:**

#### Your company

**Key:** company

**Type:** text

**Default:** Acme Precision Ltd

#### Sender name and title

**Key:** sender

**Type:** text

**Default:** Maria Chen, Customer Service Lead

#### Letter date

**Key:** date

**Type:** date

**Default:** 2026-10-19

#### Customer contact

**Key:** customer

**Type:** text

**Default:** Mr. D. Okafor, Purchasing, Delta Hydraulics

#### Sales order / customer PO

**Key:** so_no

**Type:** text

**Default:** SO-104522 / PO 77120

#### Backordered items

**Key:** items

**Type:** textarea

**Default:** Line 2: HP-4410 hydraulic manifold, qty 60 of 100 outstanding

#### Cause (short, factual)

**Key:** cause

**Type:** textarea

**Default:** A delay at our casting supplier on the raw castings for this part.

#### Revised ship date

**Key:** new_date

**Type:** date

**Default:** 2026-11-09

#### Option offered

**Key:** option

**Type:** select

**Options:**

- Ship complete on revised date
- Ship partial now, balance later
- Cancel backordered lines
- Substitute approved alternate

**Default:** Ship partial now, balance later

#### Please reply by

**Key:** reply_by

**Type:** date

**Default:** 2026-10-22

**Blocks:**

#### Subject: Backorder notice for {{so_no}}

**Body:** {{company}}
{{date}}

To: {{customer}}

#### What is affected

**Body:** We are writing to let you know that the following item(s) on {{so_no}} cannot ship on the original date.

{{items}}

Cause: {{cause}}

#### New date and your options

**Body:** Our current confirmed ship date for the balance is {{new_date}}. We would recommend: {{option}}.

If you prefer a different arrangement, such as expedited freight, cancelling the line or accepting an alternate part, please tell us by {{reply_by}} so we can update your order.

#### Next steps

**Body:** We will confirm the revised date in writing and update you again if it changes. We apologise for the inconvenience this causes your schedule.

{{sender}}
{{company}}

**Notes:** State only dates you have confirmed with planning or your supplier. If a date is an estimate, say so. Tailor the tone to your contract terms. This is a starting point, not legal advice.

## Content

**Intro:** A backorder notice is read by someone who has to rearrange a production schedule. The letter should say what is late, the new date, and what they can do, in that order. This template gives you that structure and exports to PDF or Word.

**Sections:**

#### How to use the template

**Body:** List each affected line with the quantity outstanding, not just the part number. Give the real cause in one factual sentence, then the date you can actually commit to. Choose the option you are offering from the list, and set a reply-by date so the customer knows a decision is needed. Send it as soon as you know, not on the original ship date.

#### What customers want to see

**Body:** Buyers are looking for four things: the exact lines, a believable date, what you will do to limit the damage, and the choices they have. Vague promises such as soon or shortly lead to repeat calls. A partial shipment offer often helps, as long as freight and invoicing terms for partials are stated.

**Bullets:**

- Line and quantity, not only order number
- A confirmed date, or clearly marked estimate
- Partial shipment, substitute or cancel options
- A named person to contact

#### ERP notes

**Body:** Most ERPs track backorders as open lines with a promise date. Update the promise date on the order line when you send the letter so reports and the customer portal match what you wrote. If your ERP generates backorder reports, use them to find every customer affected by one late part, then send letters in one pass.

#### Common mistakes

**Body:** Blaming the supplier by name, promising a date that depends on an unconfirmed shipment, and sending the notice without checking whether the customer has a penalty clause for late delivery. Review contract terms before you send, especially for rated or contract-delivery orders.

**Cta:** Netray can connect a read-only assistant to your ERP so customer service can list every affected customer and open line for a late part in one question.

**Faq:**

#### Should I send a backorder letter or an email?

**Answer:** Use whichever your customer expects. The letter format works as the body of an email or as a PDF attachment. For formal or contractual customers, a PDF on letterhead creates a clean record of when you notified them.

#### Do I have to give the cause?

**Answer:** Not always, but one factual sentence builds trust and helps the buyer judge whether your new date is believable. Avoid naming suppliers or sharing internal problems that are not the customer's business.

#### When should I send the notice?

**Answer:** As soon as you know the line will miss its date. Early notice gives the customer time to re-plan, which usually matters more to them than the delay itself.

#### Can I charge for a partial shipment?

**Answer:** That depends on your terms and the customer agreement. State the freight and invoicing treatment of partials in the letter so there is no surprise, and confirm with finance if it differs from your normal practice.

## Search terms

backorder notification letter template, backorder letter to customer, delayed shipment notice template, item on backorder email template, order delay notification letter, partial shipment notice template, backorder customer communication

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