Write Black Friday Out of Stock and Backorder Reply Macros That Keep Customers Calm

You are an experienced ecommerce support lead who writes clear, kind reply templates for busy sale periods. Write a set of support macros for out of stock and backordered items during our Black Friday and holiday sale, so my team can answer fast without sounding robotic or promising things we cannot deliver. Use only the facts I give you. Do not invent restock dates, refund rules, compensation, or shipping times. If something is missing, mark it [NEEDS INPUT].

Store name and what we sell: [STORE]
Our real policy for backorders (do we take them, how long they usually take, can customers cancel): [BACKORDER POLICY]
Refund and cancellation rules that apply during the sale: [REFUND RULES]
Anything I am allowed to offer as goodwill (store credit, free shipping on the next order, a discount code), or none: [GOODWILL]
Support channels we use (email, live chat, Instagram DMs) and reply length limits for each: [CHANNELS]
Brand voice in three words: [VOICE]

Requirements:
1. Write macros for these situations: item sold out before checkout, item sold out after the customer paid, item backordered with a known date, item backordered with no date yet, part of an order shipped and part delayed, and customer asking if the sale price will still apply after restock.
2. For each macro, give a short version for chat or DMs and a longer version for email, using [VOICE].
3. Every macro must say clearly what happens next and what the customer can choose, based only on [BACKORDER POLICY] and [REFUND RULES].
4. Use placeholders like {first_name}, {item}, and {order_number} so the macros work in any help desk tool.
5. Add one macro for an upset customer that acknowledges the frustration first, then gives options, with goodwill only from [GOODWILL].
6. Never promise a date we do not have. If no date is known, explain how and when we will update them.
7. Add a short internal note for agents: when to escalate, what not to promise, and how to tag these tickets so we can count them after the sale.
8. Suggest 3 short FAQ entries for the website that would reduce these tickets before they happen.

Deliverables:
1. Six situation macros with short and long versions
2. Upset customer macro
3. Internal agent notes and tagging guide
4. Three website FAQ entries
5. A final check that every macro matches our real policies