Please flag the job if you find major problems with the job, such as:

  • Incorrect word count (read more here)
  • Wrong language pair 
  • Unsuitable content according to the Gengo Quality Policy

When flagging, remember to add a comment and elaborate on the problem, as this comment will be sent to the customer so they can resolve the issue.  

 

How to flag a job

Workbench

If you are in the workbench, click on the flag icon (⚑) located at the top of the job window.

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Select the reason for flagging the job, and write a comment with more details, if necessary. Remember that the customer can read this comment, so please always be courteous and professional. Finally, click the red Flag Job button.

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File Job

If you are working on a file job, go to the job details page and click on Add/Read comments. 

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Next, click on Flag problems with this job.

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Enter the specific reason in the comment box and select the most appropriate option from the list below. Finally, click Submit comment.

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What happens next?

After flagging a job, a notification will be sent to the customer. 

If a customer provides information that makes the flag no longer necessary (or you flag something by accident), you can resolve the issue yourself:

Workbench

If you are in the workbench, by clicking on the flag icon (, now in red color).

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File Job

If you are working on a file job, click on "This issue has been resolved. Remove this flag."

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Why is Gengo's word count different from that on my software?

Gengo uses a proprietary word- and character-count system designed from the ground up to produce an accurate count for translation purposes. This means that the word count you see in your desktop software (like Microsoft Word) might be different. Please keep this in mind before flagging a job because of incorrect word count.

How our word counter differs from some other software:

  • We do not count punctuation and special characters such as dollar signs ($)
  • We do not count spaces
  • We do not count formatting characters or tables, bullets, lines etc.
  • We do not count footnotes, revision marks, notes, words embedded in images, or any words that are not part of the main document
  • We count characters and words differently depending on the language. For instance, we count each English word within a Japanese document as one Japanese character, as it takes an equivalent time for the translator to work with

The result is that our word count can often be 10–20% lower than that provided by Google or Microsoft, especially for a document with a high level of formatting. However the effective work required by the translator is accurately reflected in the count.

 

I picked up a Collection, and it's partially translated and/or contains comments by another translator. Why?

You may see a partially translated collection of jobs if a translator ran out of time, declined the job mid-session, or because a job was rejected by the customer. Jobs that they submitted will be visible but greyed out and uneditable—they remain the responsibility of the original translator.

You can still pick up the remaining jobs in the collection (job window is white). Please note there may be jobs that contain a partial translation and were not submitted by the previous translator. You will be responsible for completing and submitting these jobs.

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What's your policy on specialist translations? Will I be held legally liable for mistranslations?

As we make clear in our Quality Policy and Terms and Conditions, Gengo isn't a specialist translation service. If you find any translation jobs in the system that contain legal, technical or safety-critical content, you and your fellow translators should make every effort to flag them. 

You can't be held legally liable for a mistranslation. While we expect you to provide a high level of quality at all times, do not be concerned that you are putting yourself at risk by translating a particular text. The Terms and Conditions state that we (and this includes you) cannot be held responsible for any damages or other legal consequences of a mistranslation.

 

What should I do if I experience bugs/technical problems?

If your problem doesn't fit in any of the flagging categories, or if you are experiencing technical problems with the job, please contact us right away by sending an email to support@gengo.com.

When you contact us, please provide the corresponding Collection number, let us know what browser you were using, and explain what happened. If you're having trouble uploading a file, also attach your translation to your email. 

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