Oh no, an item is on back order with my distributor, what do I do?

This is the worst.  You work so hard to get that sale, and once you have it you can’t deliver because your supplier is sold out.  Communication is the key.  When this happens to me, I take the following steps.

I communicate with the supplier

I first have a conversation with the supplier to see what has happened.  My goal is to get a good idea of when the item will be back in stock.  I want to make sure that the item really is coming back and isn’t discontinued.  I also check on alternatives.  What similar products are ready to ship immediately?

I communicate with the customer

Secondly I communicate with the customer.  I let them know that the item is currently unavailable and that we are truly sorry about the inconvenience.  I let them know when the item is expect and ask if they can wait.  I also offer them the alternatives.  Maybe they’d be just as happy with the same item in a different color.  This is a great way to save a sale.  A word of advice; it is better to suggest specific products as alternatives.  Just asking if there is something else they’d rather have will usually result in a “NO”.

Conclusion

It is my experience that most customers are satisfied if you simply let them know what is going on with their order in a timely manner.  In my business, 75% of the customers are willing to wait, 10% will take a different item, and 15% will want to cancel.  Not too bad in my opinion.  Even if you loose the sale and have to cancel, the excellent customer service you displayed by communicating with your customer will compel them to come back next time.

Tags: drop shipping, ecommerce, back orders

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