Product substitution messages: general notice and private options
A general notice can explain product availability, but a substitution to an existing order needs its own private process. Name the difference and the verified options; do not assume an alternative is acceptable to every buyer.
Make approval and availability separate
A shop may have a similar color, size, or model available. That does not make it interchangeable with the original purchase. Explain differences accurately and use the order contact route to obtain any required decision.
For subscribers without orders, announce the original item as unavailable and link to current alternatives. Avoid ‘we replaced your order’ language in a broad message. Keep order references, prices negotiated privately, and customer details out of it.
Before you send
- Confirm the unavailable product and the actual alternative.
- Check differences in size, features, price, or relevant product information.
- Review the order terms and customer decision process.
- Separate public availability wording from private order-specific options.
Message examples to adapt
These are original examples. Replace bracketed details and check every promise before using them.
General availability notice
Subject: [Product] unavailable; current alternatives at [Shop]
[Product] is currently unavailable at [Shop]. Available alternatives and their details are shown at [link]. They are not automatic replacements for existing orders. If you already ordered the affected product, contact [details] so we can confirm your options privately.
Private substitution proposal
Subject: Options for your [Shop] order [reference]
We cannot supply [original item] as planned in order [reference]. The available option is [alternative and material differences], under [applicable terms]. Please confirm your preferred next step through [contact route] by [time]. We will not treat this message as your approval.
Record the decision in the order process
When the customer responds, update the order record and confirmation through your normal process. A general message delivered to the list is not evidence of acceptance.
Update product pages and staff notes so new buyers see the correct availability. If the original returns, send a new dated stock announcement rather than silently changing the old substitution notice.
Common questions
Can I send the private template through a subscriber topic?
Use an appropriate private order-contact route. A topic may include people with no order and cannot identify the exact affected buyers.
Should I call an alternative equivalent?
Describe verified differences. Avoid an equivalence claim unless it is accurate for the specific product and customer context.
Put this into practice
Use KeepMPosted for broad product availability announcements and keep individual substitution decisions in your order process.
KeepMPosted collects subscribers through a QR signup page and sends updates by email or Telegram using prepaid credits. Customers can choose the message types you offer. You write and send each update; SMS and scheduled sending are not available.