How to Say You Do Not Understand in an App Feedback Reply
When you receive a user feedback message that is unclear, confusing, or uses technical terms you do not know, you need to reply honestly without sounding rude or unprofessional. The direct answer is to use a polite phrase that acknowledges the user’s effort, states your confusion clearly, and asks for clarification. This guide shows you exactly how to do that in app feedback replies, with the right tone for different situations.
Quick Answer: What to Say When You Do Not Understand
Use one of these phrases depending on your relationship with the user and the context:
- Formal (email or support ticket): “Thank you for your feedback. I am afraid I do not fully understand the issue you described. Could you please provide more details?”
- Neutral (in-app message): “Thanks for letting us know. I am not sure I understand the problem correctly. Can you explain it in a different way?”
- Informal (chat or casual reply): “Sorry, I did not quite get that. Could you say it again?”
Always pair your confusion with a polite request for clarification. Never just say “I don’t understand” without offering a next step.
Understanding the Context: Formal vs. Informal Replies
The way you say you do not understand depends on the channel and the user’s tone. In a formal support email, you need to be more careful with your wording. In a quick in-app chat, you can be more direct. Below is a comparison table to help you choose the right approach.
| Situation | Formal Tone | Informal Tone | Key Nuance |
|---|---|---|---|
| User reports a bug with unclear steps | “We appreciate your report. However, we are unable to replicate the issue based on the description. Could you clarify the steps you took?” | “Thanks for the bug report. I didn’t fully follow the steps. Can you tell me what you did before the error appeared?” | Formal uses “unable to replicate”; informal uses “didn’t fully follow.” |
| User gives vague feedback | “Thank you for sharing your thoughts. To ensure we address your concern accurately, could you elaborate on what you mean by ‘not working well’?” | “Thanks for the feedback. I’m not sure what ‘not working well’ means. Can you give an example?” | Formal asks for elaboration; informal asks for an example. |
| User uses technical jargon | “We value your input. I am not familiar with the term ‘API endpoint error’ in this context. Would you mind explaining what you observed?” | “Sorry, I don’t know what ‘API endpoint error’ means here. Can you describe what happened on your screen?” | Formal admits lack of familiarity politely; informal is more direct. |
| User writes in broken English | “Thank you for contacting us. I want to make sure I understand you correctly. Could you rephrase your message in a different way?” | “Thanks for writing. I want to help, but I’m not sure I understood everything. Can you say it again?” | Both avoid blaming the user; focus on understanding. |
Natural Examples for App Feedback Replies
Here are realistic examples you can adapt directly. Each example includes a user feedback message and a reply that says you do not understand.
Example 1: User Reports a Crash with No Details
User feedback: “Your app crashed. Fix it.”
Your reply (neutral): “Thank you for letting us know about the crash. To help us fix it quickly, could you tell us what you were doing when it happened? For example, were you using a specific feature or on a certain screen?”
Tone note: This reply does not say “I don’t understand” directly, but it clearly shows you need more information. It is polite and action-oriented.
Example 2: User Gives a Confusing Feature Request
User feedback: “Add a button that does the thing.”
Your reply (formal): “We appreciate your suggestion. However, we are not entirely sure what ‘the thing’ refers to. Could you describe the function you would like the button to perform? A specific example would be very helpful.”
Tone note: This reply uses “not entirely sure” which is softer than “I don’t understand.” It also guides the user to give a useful example.
Example 3: User Complains About a Feature You Cannot Identify
User feedback: “The new update broke the settings page.”
Your reply (informal): “Sorry to hear that. I’m not sure which settings page you mean. Is it the main settings or the notification settings? A screenshot would help a lot.”
Tone note: This reply is friendly and specific. It asks for a screenshot, which is a common and effective way to clarify confusion.
Common Mistakes When Saying You Do Not Understand
English learners often make these mistakes in app feedback replies. Avoid them to sound more professional.
Mistake 1: Being Too Direct or Rude
Wrong: “I don’t understand what you are saying.”
Better: “Thank you for your feedback. I want to make sure I understand correctly. Could you clarify?”
Why: The first version sounds like you are blaming the user. The second version shows you are trying to help.
Mistake 2: Using “I Don’t Know” Instead of “I Don’t Understand”
Wrong: “I don’t know what you mean.”
Better: “I am not sure I follow. Could you explain it differently?”
Why: “I don’t know” can sound like you lack knowledge about your own app. “I don’t understand” is about the message, not your ability.
Mistake 3: Apologizing Too Much
Wrong: “I am so sorry, I am very sorry, but I really don’t understand. I apologize for the inconvenience.”
Better: “Thank you for reaching out. I want to help, but I need a bit more information to understand the issue.”
Why: Over-apologizing makes you sound unsure of yourself. A calm, clear request for clarification is more effective.
Mistake 4: Guessing Instead of Asking
Wrong: “I think you mean the login page? We will fix it.”
Better: “Could you confirm if you are referring to the login page or another screen? I want to make sure we address the right issue.”
Why: Guessing can lead to fixing the wrong problem. Asking for confirmation saves time and avoids mistakes.
Better Alternatives to Common Phrases
Here are some alternatives to the basic “I don’t understand” that work better in app feedback replies.
- Instead of: “I don’t understand.” Use: “I am not entirely clear on that point.” (Formal)
- Instead of: “What do you mean?” Use: “Could you elaborate on that?” (Neutral)
- Instead of: “I’m confused.” Use: “I want to make sure I am following you correctly.” (Polite)
- Instead of: “Say that again.” Use: “Would you mind rephrasing that?” (Informal but polite)
When to Use Each Alternative
- “I am not entirely clear on that point” is best for formal email replies where you need to sound respectful and professional.
- “Could you elaborate on that?” works well in neutral support tickets when you need more details without sounding impatient.
- “I want to make sure I am following you correctly” is excellent for any situation because it shows you are actively listening and trying to help.
- “Would you mind rephrasing that?” is good for informal chat when the user’s message is unclear due to grammar or wording.
Mini Practice: Test Your Understanding
Read each user feedback message and choose the best reply. Answers are below.
Question 1: User says: “App slow.” What is the best reply?
A) “I don’t understand.”
B) “Thank you for your report. Could you tell me which part of the app is slow? For example, is it loading, searching, or something else?”
C) “Sorry, I don’t know.”
Question 2: User says: “The button is broken.” What is the best reply?
A) “Which button?”
B) “I am not sure which button you are referring to. Could you describe its location or what it says?”
C) “I don’t get it.”
Question 3: User says: “Your app is useless now.” What is the best reply?
A) “I am sorry you feel that way. To help us improve, could you tell us what feature you are missing or what is not working?”
B) “No, it is not useless.”
C) “I don’t understand why you say that.”
Question 4: User says: “The update changed everything.” What is the best reply?
A) “What changed?”
B) “Thank you for the feedback. Could you specify what changed that you do not like? For instance, the layout, colors, or a specific function?”
C) “I don’t understand. Everything is the same.”
Answers:
1: B. It asks for specific details politely.
2: B. It clarifies without sounding rude.
3: A. It acknowledges the feeling and asks for specifics.
4: B. It asks for details and gives examples to guide the user.
Frequently Asked Questions
1. Is it okay to say “I don’t understand” in a professional reply?
Yes, but it is better to soften it. Use phrases like “I am not entirely sure I understand” or “I want to make sure I understand correctly.” This keeps the tone professional and polite.
2. What if the user’s English is very poor?
Do not correct their English. Instead, focus on understanding the core message. Ask simple questions like “Can you tell me what you were doing?” or “Can you send a screenshot?” This helps without embarrassing the user.
3. Should I apologize when I don’t understand?
A brief apology like “Sorry for the confusion” is fine, but do not overdo it. The main goal is to get the information you need. A simple “Thank you for your patience” works well.
4. How can I avoid sounding rude when asking for clarification?
Always start with a thank you or acknowledgment. Then state your need for clarification as a request, not a complaint. For example: “Thanks for your feedback. To help you better, could you explain a bit more about the issue?”
Final Tips for App Feedback Replies
When you do not understand a user’s feedback, remember these three rules:
- Acknowledge first: Always thank the user before asking for clarification.
- Be specific: Tell the user exactly what part you do not understand. This helps them give you the right information.
- Offer a way forward: Suggest they send a screenshot, describe steps, or give an example. This shows you are proactive.
For more help with the right wording, explore our App Feedback Reply Starters for opening phrases, or check App Feedback Reply Polite Requests for polite ways to ask for more information. If you want to practice writing your own replies, visit our App Feedback Reply Practice Replies section. For any questions about this guide, see our FAQ or contact us.
