How do I handle customer requests for discontinued products?

Asked 2 years ago

A lot of my customers are requesting products on my Shopify store that have been discontinued. How do I handle these requests in a kind way?

Jeffry Buckner

Sunday, June 12, 2022

A product often gets discontinued because it does not sell well, is too expensive, or gets succeeded by a newer, better version. Finding a replacement, unfortunately, costs clients both time and money. Therefore, an announcement of product discontinuation should address those two issues.

Send a personalized email, sincerely apologizing for the discontinuation, and recommending an alternative product. In case the alternatives are more expensive, you may offer a discount on the first purchase. Product change with time, but if you handle them correctly and communicate effectively, you may establish a devoted customer base.

Write an answer...


Please follow our  Community Guidelines

Can't find what you're looking for?
Don't Know what Shopify is?

Start your own online eCommerce business using Shopify platform. Shopify gives you all the tools needed to make the journey easier, faster and more profitable.

Frequent Releases

We work tirelessly to deliver more value to your business. Our roadmap is largely based on the questions you ask. We listen and we deliver as often as we can.

24/7/365 apps support

You can reach out to us via a dedicated support icon in the apps. We're always there. Or simply send us an email with your questions at

Pin It on Pinterest