E-commerce · Fulfillment

Backorder Timeline Management

Keep customers informed and patient on backordered items.

Apps this needs

OMS / Fulfillment Order management and warehouse system for fulfillment, dispatch, carrier tracking & returns status. Connect during setup
Inbound Email Let the agent read and answer email enquiries. Connect during setup

How it works

  1. Tracks each backordered item's updated ETA from the supplier/inventory system.
  2. Sends a proactive update whenever the ETA changes, without waiting to be asked.
  3. Offers a no-penalty cancellation or a substitute item if the delay significantly exceeds the original estimate, processed via the OMS.
  4. Confirms completion once the item ships.

Data sources

OMS / inventory backorder ETA data

What it targets

  • Backorder ETA updates sent proactively Target 90%
  • Backorder cancellation rate vs. no proactive updates Target -20%