Managing Self-service Extract Translation Jobs

When there is a new translation job, providers will receive an email notification with a link to view the submitted job.

New jobs also appear under the ‘Job Pool’, ‘Pending Jobs’ or ‘Check Your Progress’ menu.

 

Self-service extract translation

The translation process for self-service extract translation is shown below:

1. AcudocX notifies the provider that a new job is waiting > Provider accepts translation job.

A provider reviews, edits, and completes the translation job. The certified document is sent back to the customer for download.

If the provider makes any edits or changes, the job can be sent to the customer for review and payment of additional fees, if required.

If postage is selected by the customer, the documents can be printed, stamped, and signed with ink & sent via post. When you click to download the translated document, select unstamped copy if you wish to print and post.

During these processes, if there is any issue with the translation job, a customer or provider can directly message each other, or if the matter is serious, use the button ‘RAISE AN ISSUE’ to submit further details, which are then sent to the system administrators for further clarification and action. Additionally, the provider can use the button ‘CUSTOMER ACTION REQUIRED’ for requests from the customer, such as a new source document.

 

2. AcudocX notifies the provider that a new job is waiting > Provider abandons translation job.

In a worst-case scenario, if a provider cannot take a non-agency job, they are to abandon the job. In this situation, the provider will be required to report their reason for abandoning the job. The customer’s job will then be removed from the active jobs. You must also refund the customer. Abandoned jobs and refunds are not tied together. Please read the Refunds article for details.

If a provider claims an agency job but decides not to proceed with the translation, they can click the ‘SURRENDER’ button and the job will be returned to the job pool for other translators to claim.

 

Editing self-service extract translation jobs

To accept the job, select ‘START JOB’ and navigate to the corresponding template tab (in this case, BIRTH CERTIFICATE Self-Service Extract)

Before you start editing:

1. On self-service extracts, if you notice your customer has not made any translations (if all translation fields are left blank) we recommend you send a message to the customer to check if they have intentionally left fields blank or are unaware that they are required to enter their own translations.

Please also ensure your customer is aware they may be required to pay for any additional charges for any extra edits you make.

To let customers know they must fill out the empty fields, select ‘CUSTOMER ACTION REQUIRED’ and then select ‘Empty Translation Fields’. The suggested message below can be put in the optional message space.

 

Hi! Thank you for submitting your translation via AcudocX.

To avoid any additional charges, would you kindly enter as much of the required information into the translation fields as you can? When you’re ready, please click ‘Return to Provider’ and I’ll be able to complete the job for you.

Best regards,

XXXX

 

We also recommend repeating the message above in your customer’s own language, to ensure they fully understand the process.

 

2. Check if the source document is uploaded with good quality, legible and that it matches the type of document selected by the customer.

If the source document must be reuploaded, select ‘CUSTOMER ACTION REQUIRED’ at the top of your screen, select ‘Bad Source Document’ and fill in your message to let your customer know to reupload their document and what the issue was with their document.

After they have completed this, the customer will have to click ‘RETURN TO PROVIDER’ to send the job back to you.

 

Once you accept a job, you can begin reviewing and editing the job by following these steps:

1. Click ‘VIEW SOURCE DOCUMENTS’ and open the source document tab in a screen next to the AcudocX screen.

2. Check the accuracy of the translation input completed by the customer with the corresponding source fields.

• Check if all relevant fields are present in the source document.
• Check if the customer’s included translations are accurate under the column ‘Translation’.
• Additional information can be added to the ‘Additional Essential Information’ field, along with the translator’s notes and country of issue.
• For licences: in the additional fields there will be some translator’s notes. Please edit the field and insert an empty space to avoid the field being automatically populated with an N/A. All field boxes left empty are automatically populated with N/A in AcudocX.

 

 

3. If required, you can add a correction for any incorrect or missing translations:

• Select the green pen icon to enter a correction and type in your edit.
• Select the save icon or click enter afterwards for every edit you make.

 

4. You can also decide whether to charge for each edit made by ticking or unticking the ‘Charge’ box.

• You can set a number of free included edits for each translation.
• A customer must pay for any edits exceeding your number of free edits before the customer receives their final certified document.

 

5. If a field has been entered when no source text exists for that field, tick the ‘N/A’ button. All text will be cleared and replaced with ‘N/A’ on the final exported document (all empty fields automatically become N/A).

The Not Applicable checkbox is also used if a customer enters a date that does not exist in the source document (i.e. you cannot ‘edit’ a date that doesn’t exist by changing the date).

 

6. If there is any issue with the translation job that requires customer’s attention or action, send the customer a personal message via the MESSAGES function (please see the MESSAGES article). For serious matters you can select ‘RAISE AN ISSUE’ button (please see the ISSUES article) to submit further details.

 

7. After you finish reviewing and editing the translation job, if necessary, you can send the job back to the customer for review by selecting ‘SEND TO CUSTOMER’.

 

Note that if you choose to charge for edits and the number of edits exceeds your specified number of free edits, you will only be able to send the job to the customer for review. The customer must review and pay for any additional edits before you can complete the job.

 

8. If the customer checks and asks for changes to be made, you can click the button ‘MAKE CHANGES’ and this will return the job to you for editing.

9. Once the customer is pleased with the translation and has returned the job to provider, you will be able to press ‘COMPLETE JOB’. After you have clicked ‘MAKE CHANGES’ you will also be able to COMPLETE JOB.

 

10. Edit your digital certification if required, then select ‘CONFIRM & GENERATE’. You can download and print the generated files if required by selecting the download cloud icon. If, after previewing the job, you’d like to make changes, please click ‘BACK’. When you return to this screen you will have to re-generate the file by clicking the circular reload icon.

 

11. Select ‘COMPLETE JOB’ to finish and send the completed translation to the customer.

 

12. Don’t forget to check if your customer has selected postage! Our recommendation is to always return to job details after completing job, just to double check whether or not postage is required.