Request Written Confirmation Before Substituting an Order Item

Before you write

Use this example when an ordered item is unavailable and a proposed alternative needs the customer’s informed approval. Gather the details below so the recipient can act without asking you to reconstruct the situation.

• Unavailable item reference
• Alternative specification and differences
• Any price or timing change

An email you can adapt

The subject “Approval needed for proposed item substitution” identifies the request. Replace each bracketed field with a checked detail and remove any sentence that does not describe your situation.

Subject: Approval needed for proposed item substitution

Hi [name],
We cannot currently supply [ordered item] under [reference] as planned. We can propose [alternative], which differs in [important details]. The confirmed effect on price and timing is [reference or explanation]. Please approve the specific substitution, decline it, or ask about another option before we proceed. We will not treat a similar specification as automatic permission to replace the item in your order.
Best, [sender]

Check the boundary

Highlight meaningful differences rather than describing an alternative as equivalent without evidence.

What a useful reply should settle

The customer should choose after reviewing the specification and any commercial or timing implications.

Update the order only through the authorized process and send the customer the confirmed revised details.