Every business owner plans for smooth transactions and happy customers. But when something goes wrong—whether it’s a shipping delay, inventory hiccup, or payment processing error—how you communicate can make or break the customer relationship.
The phrase “Thank you for your understanding” is one of the most common responses in customer service. While it can convey gratitude for a person’s patience, using it at the wrong time can come across as presumptuous or dismissive.
Read on to explore when it’s fitting to say, “Thank you for your understanding,” and instances when it’s more appropriate to use different language to offer an explanation and convey your gratitude.
When is it appropriate to say, “Thank you for your understanding?”
“Thank you for your understanding” is best to say (or write) after you’ve resolved an issue or when the customer has conveyed understanding in an email, chat, or phone conversation. Use this phrase to recognize their patience and goodwill after an inconvenience, not before you’ve made things right.
For example, if a customer seems satisfied after you’ve acknowledged a small mistake and provided a solution, thanking them for their understanding can express appreciation and reinforce the customer relationship.
Appropriate scenarios
Use this phrase in these situations:
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A scheduling conflict that requires rescheduling a delivery or meeting (e.g., moving a client call after the client agreed to the new time)
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A minor supplier mishap or shipping delay that you’ve communicated and are actively fixing (such as a late shipment due to a vendor error)
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A small website glitch or pricing error that was quickly corrected, with the customer informed
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A fulfillment mistake (like shipping a wrong item) that you’ve promptly resolved with a replacement or refund
Inappropriate scenarios
Avoid “Thank you for your understanding” when the issue is significant, unresolved, or when you haven’t taken full ownership. If you use this phrase after delivering bad news but before providing a solution, it can sound like you’re expecting the customer to simply accept the problem.
Don’t use this phrase in these situations:
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A major issue like losing an order, shipping a broken product, or incorrectly charging the customer (apologize, find a solution, and then thank them for their time)
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A mass apology email about a significant service issue (focus on the apology and solution, don’t assume every customer will understand)
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After a public relations faux pas or significant brand mistake that damages customer trust (give a sincere apology and correct the issue)
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Before an issue has occurred or been resolved (saying “Thank you for understanding” preemptively can feel out of touch)
8 alternative phrases to Thank you for your understanding”
- “Thank you for giving us the chance to make this right.”
- “Thank you for caring enough to speak up.”
- “Thank you for bearing with us during this delay.”
- “Thank you for your openness to an alternative solution.”
- “Thank you for your honest feedback.”
- “Thank you for helping us resolve this issue.”
- “Thank you for standing by us during this issue.”
- “Thank you for your patience while we processed your return.”
When “thank you for your understanding” doesn’t fit, these alternatives better express genuine appreciation. Use the right words to tailor your thanks to the situation—the customer should know exactly what it is that you appreciate.
1. “Thank you for giving us the chance to make this right.”
This phrase works well after your brand has made a mistake, but is actively fixing it. For example, if a customer receives broken glassware and agrees to accept a replacement order, this phrase acknowledges that you’re grateful they’re giving you the opportunity to correct the issue instead of immediately losing trust.
2. “Thank you for caring enough to speak up.”
Use this when a customer points out a problem you weren’t aware of—like a website error, product defect, or misleading product description. By expressing gratitude for their feedback, you turn a potentially negative interaction into a collaboration and show that their input helps improve your business.
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3. “Thank you for bearing with us during this delay.”
When orders run late or a service outage occurs, this phrase acknowledges the inconvenience while expressing appreciation for the customer’s patience. If a supplier issue or bad weather causes shipping delays, for instance, saying “Thank you for waiting” is a polite way to acknowledge the inconvenience while simultaneously showing gratitude to the customer for not giving up on your brand.
4. “Thank you for your openness to an alternative solution.”
Sometimes solving retail problems requires compromise. Perhaps an item is out of stock and the customer accepts a different color, or you can’t meet a delivery date but they accept a later date with a free gift. Use this phrase when a customer shows flexibility in resolving an issue. Alternatives like “Thank you for meeting us halfway” or “We appreciate your flexibility” can work here, too.
5. “Thank you for your honest feedback.”
This response works well when a customer leaves a fair but critical review, even when expressing dissatisfaction. It shows you value all feedback—not just positive comments—and that honest input helps you improve. When a shopper points out that your product sizing was off or your packaging could be better, thanking them for their feedback makes them feel appreciated and shows your company takes customer service seriously.
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6. “Thank you for helping us resolve this issue.”
Sometimes problem-solving is a joint effort between your support team and the customer. Perhaps the customer provided additional information, photos of a defect, or worked through troubleshooting steps with you. In these kinds of scenarios, the right words acknowledge their cooperation and time as part of the fix.
7. “Thank you for standing by us during this issue.”
This response suits more disruptive or long-lasting challenges where customers showed patience and loyalty—like major supply chain disruptions, temporary store closures, or PR crises that required time to resolve. If customers remained supportive when they could have taken their business elsewhere, this language conveys appreciation for their customer retention during difficult times.
8. “Thank you for your patience while we processed your return.”
When handling returns or exchanges that take longer than promised, acknowledge the customer’s wait directly. This courteous phrasing wraps up the interaction once the return is complete, leaving the customer with a positive impression despite the inconvenience.
Thank you for your understanding FAQ
Is it correct to say, “Thank you for your understanding?”
Yes, “Thank you for your understanding” is correct and appropriate in many customer service contexts. The phrase can go a long way as a polite acknowledgement of someone’s patience. However, timing and context matter—use it sincerely after you’ve taken a specific action to resolve an issue, not as a way to dismiss customer concerns.
How do you say “Thank you for your understanding” professionally?
To use this phrase in professional communication settings or write it in formal correspondence, ensure your tone is polite and your timing is appropriate. Wait until the issue is solved and don’t assume the other person understands—be confident they’re not upset before you thank them verbally or in writing. The key is genuine appreciation, not an assumption of understanding.
What can I say instead of “Thanks for understanding?”
Choose alternatives that fit your specific scenario. For delays, try, “Thank you for bearing with us during this delay,” or “We appreciate your flexibility,” after fixing the problem and apologizing. The best alternative acknowledges exactly what you’re grateful for rather than making assumptions about the customer’s feelings.
