The Gengo order form allows you to upload a document or input text, get an instant quote, and order a translation via the website. We have written several forum articles that explain each step of the translation process in more detail, but for our first time users, here's an overview of the entire process from start to finish. This video explains how to place an order using the online order form.
Here are the four basic steps:
Let's get started :)
Translations can be ordered by visiting the order form.
1. Load content
You have two options for loading your content into the Gengo order form: simply input text directly (copy-paste) or upload files (drag and drop). A list of supported file types is provided below the text field (see screenshot below for full list).
If your text has any words you do not want translated, wrap them in [[[triple square brackets]]] (these will not be included in your word count).
Multiple pieces of text and files can be uploaded at once. If you directly entered the text, you can edit each piece by hovering over it. A word count is given for each piece of your order, and an estimated price per language is shown.
2. Selecting languages
The next step is to select your languages. Your source text's language will be auto-detected by Gengo, but it can be manually changed if incorrect. When your source language is English, you can choose from more than 30 target languages (displayed below).
Once you've chosen your languages, you will see a breakdown of word counts and prices across all languages. The link in the upper right-hand corner will take you to a detailed explanation of our Pricing and languages.
3. Choosing purpose, service level and tone
The right quality level will depend on the purpose and audience of your translation. You can select from pre-set content types and purposes (regular quality or extra quality assurance).
Once you choose your content type and purpose, the recommended quality level will be automatically selected below. You can change this if you prefer.
Standard and Advanced are our two main quality levels for regular quality. For the extra quality assurance, we offer the Standard Plus and Advanced Plus services, which include a translation that will be proofread by a second translator. A more detailed explanation of Gengo quality levels can be found on our Quality Policy and in this article. At the moment, the Plus services are only available for direct text input orders, not for file orders.
Finally, under the optional fields, you will be able to add a term glossary (if you have uploaded one previously, and only for text orders), group your order so that only one translator works on all your jobs (only for text orders), or use your preferred translators (if you have previously added 2 or more to your preferred translator list for each language pair).
For a faster and better quality translation, we recommend specifying the tone of your text and adding instructions for the translator. Additional information such as audience or links to your website or previous translations also help.
If you click on "View Full Quote" under the total price, you can see a full quote and print it out as a PDF for your records.
4. Pay and confirm order
If you have enough credits in your account (learn how to top up here), you can just click the red "Confirm Order & Pay" button, and the system will deduct the credits from your account balance without asking you to make a payment.
If you need to add credits, choose your preferred payment method (Credit card or PayPal) and click the orange "Confirm Order & Pay" button (more info about our payment methods here).
If you choose Credit card, a window will pop up, where you can enter your credit card information and click the blue "Pay" button.
If you choose PayPal, you will be directed to a new page where you can log in and pay with your PayPal account. If you don't have a PayPal account, PayPal may allow you to pay with your credit/debit card as a guest (this feature depends on your location).
Once the order is paid, you're all set! You will be redirected to a confirmation screen where you can see your Order ID, you will receive a confirmation email, and your text will be sent to the first available member of the Gengo translation team.
After confirming your order, you can track the status of all of your jobs on your Dashboard. Translations in the "Pending" section as shown below are jobs that have not been completed yet.
Need to cancel?
Jobs that are still "Awaiting translator" can be cancelled. Once they have been picked up by a member of the translation team, the status of the job will change to "Translating" and you can no longer cancel a job at this point. If you've made a mistake and desperately need to cancel a job that's already being translated, no sweat—just open up a support ticket and we'll do our best to work it out. More information here.
Communicating with your translator
Translators might stumble upon a question as they are working, and will often leave a comment asking that you give clarification. Each time a new comment has been left, you will receive an email notification. Any unread comments will also be represented by a red bubble on your dashboard as shown below.
Here, a translator has let me know that they completed the translation, so I can just type in a quick thank you response and hit submit. More information here.
When your translation is complete, you will receive a notification email and the job will be highlighted in orange on your dashboard under "Reviewable" status.
The job details page will show a preview of your translation. You can copy the text or download a translated file to check the quality of the translation. You then have three options:
If you like what you see, just click on "Approve." The translator will then be paid for their work. You will have 120 hours to approve your translation before it is automatically approved by our system.
2) Request corrections
We've got a lot of safeguards in place to ensure our translators are attentive and submit error-free translations. If you do see a small change you would like the translator to make, however, you can do this by clicking "Request corrections."
Only a tiny percentage of translations are rejected, but if you feel the translation does not meet our quality standards, you can reject it and opt to pass it on to another translator, or request a refund. Our Translation Management team will then review the translation and get in touch ASAP. More information is available on our Quality Policy Page.
After approving a translation, we'd appreciate your feedback. Let us know how you felt about the turnaround time and the quality of the translation. You can also leave a message for both the translator and the Gengo team.
There is no way to request changes or receive a refund after approving the job. That said, we want everyone to get a great translation, so if you find issues after approving your translation, please open up a support ticket to let us know—we will do our best to work it out :)
And that's the Gengo order flow in a nutshell. Feel free to ask any questions simply by opening a support ticket. You can also request new features you'd like to see.