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: 

1. Order
2. Translate
3. Approve the translation or request corrections
4. Give your translator feedback

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 or upload files. 

A list of supported file types is provided below the text field (see screenshot below for full list). To indicate 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. You can edit the text or upload a new file by hovering over each file name. A word count is given for each piece of your order, and a 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 across all languages and texts.

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.


Finally, under the optional fields, you will be able to add a term glossary (if you have uploaded one previously), group your order so that only one translator works on all your jobs (only for text jobs), 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", 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. 


Then you're all set!—your text will be sent to the first available member of the Gengo translation team. You will be sent a confirmation email as well telling you your order has gone through. 


If you need to add credits, choose your preferred payment method (Credit card or PayPal) and click the red "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).


After purchasing your credits with any of these two options, your order will be placed and you will be redirected to a confirmation screen where you can see your Order ID, and you will receive a confirmation email. 




After confirming your order, you can track the status of all of your jobs on your Dashboard. Translations in "Pending" status as shown below are jobs that have not been completed yet.

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. 


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 an orange bubble on your dashboard as shown above. Below, 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 light green on your dashboard and marked "Reviewable."


You then have three options:



1) Approve

The job details page will then show a preview of your translation. You can copy the text or download a translated file, and 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 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."

3) Reject

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, the quality of the translation, and the translator's responsiveness to your comments. 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 :)

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.

Have more questions? Submit a request


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