How do I tell a customer an item is out of stock after they ordered?

Message the customer right away: say what ran out and offer a swap, a removal or a cancel. Confirm the new total, then hide the item so nobody else orders it.

• Save a quick reply such as “Sorry, this item just ran out. Would you like a swap, or shall I remove it?”
• Reply in the same chat. On the API, free-form replies work inside the 24-hour window; after it closes, only an approved template can be sent.
• Send the new total in writing before you start cooking, so the customer agrees to the change.
• If you use the Business app catalog, hide the item so it stops showing until you have stock again.
• If the customer has already paid, agree the refund or swap in the same chat and keep the message as your record.