A strategy to handle backorders and delays can reduce refunds and cancellations. Here's how to use email to keep customers engaged.It's just an extra step we're taking to verify the returns we process and make sure refunds go to the right person. Use this letter template to let your customers know the items they've ordered are on back order and will be shipped as soon as possible. I am at my wits end. Please tell me what you don't understand about a back order. You may complete a complaint form online or download one of our complaint forms. For further assistance call our Consumer Protection Hotline at 1-800-552-9963.