“We are working on it”: how to say it politely
Why it can fall flat
“we are working on it”
Someone who hears “We are working on it” still doesn't know what broke, what you're doing or when to check back, so it feels like a brush-off. The writer usually wants to show ownership, a next step and an update time.
Say this instead
- 01
The invoice export is still failing. I've traced it to the date format and I'm testing a fix now. I'll update you by 3pm either way.
Boss · Chat
Fits a manager who is waiting on a fix, since it shows progress and sets a check-in time you control.
- 02
We've found the cause of the delay: one data source sent incomplete files. Our team is re-running the report now, and you'll have the finished version on Wednesday morning.
Client · Email
Suits a client who needs the cause and a delivery day more than reassurance.
- 03
Your order is held at the sorting center. I've raised it with the courier and will email you their reply tomorrow.
Customer · Email
Helps a customer chasing a late order because it says where the problem sits and who you've contacted.
- 04
I'm on the login bug right now. Can you send me the error log from your side? That's the one thing I need to move forward.
Coworker · Chat
Good when progress hinges on a colleague, because it turns a vague status into one clear request.
- 05
Thanks for flagging the slip. The vendor still owes us the files and I've chased them. Keep going with the draft, and we'll look again at Friday's stand-up.
Someone you manage · Chat
Right for someone you manage, so they know what to do meanwhile and when the topic returns.
- 06
I'm still collecting my references. I'll have all three names and contact details to you by Thursday.
Recruiter / HR · Email
Fits a recruiter waiting on your paperwork, since a named day makes you sound organized rather than stalled.
- 07
Hi Angela, the install is running behind. The engineer is on site now testing the last part. I'll text you by 4pm with a finish time.
Client · SMS
Handy as a quick text to a client waiting at a site, as it gives the status and your next contact time.
- 08
The release is slipping by about a day. The fix is built and in testing. Do you want to hold the launch, or ship without the payment screen?
Boss · Email
Best when the delay needs a decision, because it gives status and a clear choice instead of asking for patience.
Examples
Hi Harry, The supplier report is late. The data we received had missing rows, so Lavanya is cleaning it and re-running the totals. I'll send you the corrected version by noon on Thursday. If you need a rough figure before then, tell me and I'll share a range. Best, Anika
Quick update on the booking error: it's the payment link that fails, and I've sent it to the tech team with screenshots. I'm checking back with them after lunch, then I'll message you.
What to avoid
- Skip “soon” or “shortly” unless a specific time comes with it.
- Blaming a named colleague or team to explain the delay only shifts attention away from the fix.
- Promise an update time rather than a fix date you can't control.
- Bad news buried in the middle of a long message tends to get missed or feel evasive.
- Technical detail the reader didn't ask for just crowds out the status and the next step.