How should e-commerce customer service explain out-of-stock orders?

When responding to out-of-stock orders, customer service should not beat around the bush or simply blame it on a system error. First, confirm whether the item can be restocked, provide an estimated time, and suggest alternatives, then give the customer options. The script should clearly state the order number, out-of-stock SKU, resolution plan, and timeframe so the customer knows they aren't…