❓ FAQs – Translators Working for Agencies on AcudocX
Working for agencies through AcudocX is a great opportunity — but it also comes with specific rules, expectations, and workflows.
This article answers the most common questions translators have about handling agency-assigned jobs on the platform.
💬 General Questions
➡️ How fast do I need to start a job after claiming it?
You should start the job immediately after claiming it.
Click Start Job without delay.
Send a message to the customer confirming the start and giving an estimated review or completion date.This is required under the Contractor Terms and Conditions.
➡️ Can I change the price or charge extra for an agency job?
No.
Agency jobs have fixed pricing set by the agency.
You cannot modify the job price, add additional charges, or discuss pricing with customers.
Your earnings margin is set when the agency submits the job.
➡️ What if I cannot complete an agency job after claiming it?
If you cannot complete the job:
You must use the Surrender button.
When you surrender, the job returns to the agency’s Job Pool so another translator can claim it.
➡️ What if I don’t have the agency letterhead for a full translation?
If you need the correct letterhead:
Contact the agency directly as soon as possible, or
Email AcudocX Support at admin@acudocx.com
✅ Never finalise a full translation without including the correct agency letterhead.
➡️ How do I know if a customer wants a hard copy posted?
After starting the job:
Check the Job Details for "Postage Requested: Yes."
If required, prepare a hard copy professionally and send it via Express Post.
Provide the tracking number to the customer through Messages.
🛠 Translation Process
➡️ Do I need to manually create the final file for template jobs?
No.For Self-Service and Standard Service Template Jobs, the system automatically generates the final translation document and Certificate of Truth.You just need to review and finalise it.
➡️ For full translations, what must I upload?
You must manually prepare and upload:
The full translated and certified document with certification ID, your signature, and (if applicable) stamp.
Correct agency letterhead.
🚩 Problem Handling
➡️ What if a customer complains or disputes the translation?
Stay calm and professional:
Use the Raise an Issue function inside AcudocX.
Do not argue directly with the customer.
Allow AcudocX or the agency to help resolve serious issues.
➡️ Can I contact customers outside the AcudocX platform?
No.All customer communication must go through the Messages function inside AcudocX.Providing private contact details is against the rules and may lead to account suspension.
🧠 Quick Takeaways
Always start and message the customer promptly after claiming a job.
Never change pricing or discuss financial details.
Surrender, not abandon, if you cannot complete an agency job.
Handle all documents and postage professionally.
Escalate disputes properly using AcudocX tools.
Act ethically and protect the agency’s reputation.
Zendesk AI Keywords: agency job FAQs, translator working for agency, AcudocX surrender job, hard copy translation, customer communication rules, agency letterhead, fixed agency pricing, raise an issue
This article answers the most common questions translators have about handling agency-assigned jobs on the platform.
💬 General Questions
➡️ How fast do I need to start a job after claiming it?
You should start the job immediately after claiming it.
Click Start Job without delay.
Send a message to the customer confirming the start and giving an estimated review or completion date.This is required under the Contractor Terms and Conditions.
➡️ Can I change the price or charge extra for an agency job?
No.
Agency jobs have fixed pricing set by the agency.
You cannot modify the job price, add additional charges, or discuss pricing with customers.
Your earnings margin is set when the agency submits the job.
➡️ What if I cannot complete an agency job after claiming it?
If you cannot complete the job:
You must use the Surrender button.
When you surrender, the job returns to the agency’s Job Pool so another translator can claim it.
➡️ What if I don’t have the agency letterhead for a full translation?
If you need the correct letterhead:
Contact the agency directly as soon as possible, or
Email AcudocX Support at admin@acudocx.com
✅ Never finalise a full translation without including the correct agency letterhead.
➡️ How do I know if a customer wants a hard copy posted?
After starting the job:
Check the Job Details for "Postage Requested: Yes."
If required, prepare a hard copy professionally and send it via Express Post.
Provide the tracking number to the customer through Messages.
🛠 Translation Process
➡️ Do I need to manually create the final file for template jobs?
No.For Self-Service and Standard Service Template Jobs, the system automatically generates the final translation document and Certificate of Truth.You just need to review and finalise it.
➡️ For full translations, what must I upload?
You must manually prepare and upload:
The full translated and certified document with certification ID, your signature, and (if applicable) stamp.
Correct agency letterhead.
🚩 Problem Handling
➡️ What if a customer complains or disputes the translation?
Stay calm and professional:
Use the Raise an Issue function inside AcudocX.
Do not argue directly with the customer.
Allow AcudocX or the agency to help resolve serious issues.
➡️ Can I contact customers outside the AcudocX platform?
No.All customer communication must go through the Messages function inside AcudocX.Providing private contact details is against the rules and may lead to account suspension.
🧠 Quick Takeaways
Always start and message the customer promptly after claiming a job.
Never change pricing or discuss financial details.
Surrender, not abandon, if you cannot complete an agency job.
Handle all documents and postage professionally.
Escalate disputes properly using AcudocX tools.
Act ethically and protect the agency’s reputation.
Zendesk AI Keywords: agency job FAQs, translator working for agency, AcudocX surrender job, hard copy translation, customer communication rules, agency letterhead, fixed agency pricing, raise an issue