1) How to contact customers

Text Job

To communicate with customers, click on the comment bubble located on the top left of the job window.

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File Job

If you are working on a file job, use the Comments & Activity section on the job details page. 

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The comments should be used for notes, clarifications or explanations regarding your translation. Please do not include these comments within the translated text.

Manners

When communicating with the customer, please be polite and professional. Keep your comment clear and concise. If you can, please write to the customer in their language. Maintaining good working relationships with customers is important to ensure they continue to choose Gengo for translation (which means more jobs for you!).

If a customer adds new comments, you will be notified via email.

2) Ask questions early

Before you get started, ask the customer any questions you may have. Doing this prior to submitting a translation helps avoid revision requests and is likely to improve customer feedback.

3) Try resolving issues directly with customers first

For non-technical issues, it's best to reach out directly to the customer via a friendly comment rather than contacting Gengo support. 

More information about resolving issues, handling requests for revisions and disputing rejections is available here.

When you encounter a bug on the site or notice any suspicious activity by a customer, please report it to us immediately by sending an email to support@gengo.com. It's important that you be proactive about any problems or issues you have noticed instead of ignoring them or violating the Translator Agreement and the NDA.

4) Do not enter your translation in a comment

Please do not enter your translation in the comments section. You should only submit your translation in the translation box. This also applies when responding to revision requests by a customer. 

There may be exceptions to this. For example, if you are having technical difficulties, the deadline is approaching and there is nothing you can do. Please be sure to let us know by sending an email to support@gengo.com.

5) Do not translate additional text

If a customer forgot to add some text or needs to modify the original, they should place a new order. Please do not attempt to translate any additional content added in the comments section as this will not be included in the word count, and therefore you won't be paid for it. If in doubt, contact support@gengo.com.

6) Do not share contact details with customers

If a customer provides their contact details, or asks you to contact them directly for work outside Gengo, please let us know immediately. Customers are prohibited from arranging translators to do work outside Gengo as it completely subverts our terms of service. It is your responsibility to report this kind of activity, and to tell the customer that you are unable to fulfill their request. 

7) Avoid references to Gengo

With Gengo's API, customers can offer their end users the opportunity to order translations directly from their platform or website (we call these customers "channel partners"). Some channel partners publicly brand the service as "Powered by Gengo." Others prefer not to reveal that we're the ones providing the translation. These customers are a sub-category of channel partners and are known as "white-label customers." 

To avoid confusion and help us uphold our agreements with our channel partners, please avoid direct references to "Gengo" in your comments on jobs. We're currently working on a feature that will indicate which jobs are "white label," but for now we're asking you to treat all jobs as if they were in this category.

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