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

 

• Incorrect word count
• 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. These problems need to be addressed before you work on the job, so that the customer will have a chance to cancel it if necessary, get refunded and re-order. 

Also, if you feel that the issue should be handled right away, or if you're unsure on how to proceed, please contact us by sending an email to support@gengo.com.  

 

 

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.

 

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.

 

File Job

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

 

Next, click on Flag problems with this job.

 

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

 

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).

 

File Job

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

 

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

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 it mid-session, or because it was rejected by the customer.

When this happens, the previous translator loses access to ALL the jobs in the Collection, and the entire Collection becomes available to other translators. This includes any jobs that may have been fully or partially translated by that translator.

You can still pick up the Collection and work on it. Please note that, if there are jobs that contain a partial translation, you will be responsible for completing and submitting ALL the jobs.

If you suspect the previous translator was having genuine trouble to submit their work (see if they left any comments) and you would like to be fair and return the Collection to them, please send an email to support@gengo.com and we'll do our best to help :)

 

I'm working on a Collection with many jobs, and I found a job in the wrong language. What do I do?

Sometimes, when working on a collection with many jobs, you may find a single job where the source text is in the wrong language that made its way into the collection unnoticed by the customer, but the rest of the jobs don't have any other issues.

In these cases, please translate the rest of the jobs as normal, then flag that problematic job with a comment to alert the customer about it.

However, the timer will keep running, and you will still need to submit ALL the jobs in the collection, as explained here. So what can you do now? Just copy the source text and paste it into the translation box. You will be able to submit it along the rest of the jobs at the end.

 

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 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.