Backorder Customer Notification Letter Template
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.
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Backorder Customer Notification Letter Template
Subject: Backorder notice for SO-104522 / PO 77120
Acme Precision Ltd 2026-10-19
To: Mr. D. Okafor, Purchasing, Delta Hydraulics
What is affected
We are writing to let you know that the following item(s) on SO-104522 / PO 77120 cannot ship on the original date.
Line 2: HP-4410 hydraulic manifold, qty 60 of 100 outstanding
Cause: A delay at our casting supplier on the raw castings for this part.
New date and your options
Our current confirmed ship date for the balance is 2026-11-09. We would recommend: Ship partial now, balance later.
If you prefer a different arrangement, such as expedited freight, cancelling the line or accepting an alternate part, please tell us by 2026-10-22 so we can update your order.
Next steps
We will confirm the revised date in writing and update you again if it changes. We apologise for the inconvenience this causes your schedule.
Maria Chen, Customer Service Lead Acme Precision Ltd
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.
Backorder visibility
Optional: see how late-line and affected-customer lists can come straight from your ERP.
Optional. The tool and every export work without this. No spam.
How to use the template
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
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.
- 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
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
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.
Frequently Asked Questions
Should I send a backorder letter or an email?
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?
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?
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?
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.
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.
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