🛠️ Handling Customer Issues, Refunds, and Post-Completion Support
Providing responsive and professional support after job completion is essential to maintaining customer satisfaction and protecting your agency's reputation.
This section outlines how your agency can manage issues, refunds, and customer support after a translation job has been submitted or completed.
🚩 Customer Issues
If a customer experiences a problem with their translation (e.g., error, missing information, formatting issue), there are two main ways to handle it:
1. Customer Messaging the Translator Directly
Customers are encouraged to message their assigned translator directly through the Messages section in their Job Details.
Translators are expected to respond promptly and correct any minor issues.
✅ This direct communication allows most issues to be resolved quickly without agency intervention.
2. Customer Raises a Formal Issue
If the problem is more serious or cannot be resolved easily, customers can use the Raise an Issue function within the job screen.
The process:
The customer selects the issue type (e.g., resend translation, request refund).
The translator is notified first and has the opportunity to address the issue.
If not resolved, the issue escalates for agency and AcudocX administrator review.
✅ Your agency can monitor Active Issues from your dashboard and step in where necessary.
💸 Handling Refunds
Refunds are separate from job abandonment.
If a refund is agreed upon (either voluntarily or through issue escalation), the refund must be processed manually through the Customer Invoices section.
Translators and agencies cannot cancel payments directly — a refund must be logged properly in the system.
To process a refund:
Go to Customer Invoices in your dashboard.
Locate the correct invoice (Job or Correction type).
Select View under Actions.
Click Refund.
✅ Refunds can be partial (e.g., just for corrections) or full (e.g., for the entire job).
🛡️ Abandoning Jobs (Last Resort Only)
If a job cannot be completed due to major issues:
Agencies (not translators) can abandon a job.
Important: Abandoning a job does not automatically refund the customer — you must refund manually through the invoice system.
✅ Abandonment is an absolute last resort and should only be used when all other options have been exhausted.
📬 Customer Expectations for Support
Customers should expect:
Timely responses to their messages (ideally within 1 hour).
Professional, courteous communication.
Prompt action to correct any translation errors if they arise.
✅ Agencies are responsible for overseeing translator performance and ensuring customers are supported appropriately.
🧠 Quick Reminders
Encourage customers to first message translators directly.
Monitor Active Issues through your dashboard.
Refunds must be issued separately after job abandonment.
Abandoning jobs is final — no recovery possible once abandoned.
Always prioritise resolving issues quickly to maintain customer trust.
📞 Need Help?
If you need assistance managing a customer issue, refunding a payment, or resolving a dispute, please email admin@acudocx.com.We’re committed to helping you deliver the best possible customer experience.
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This section outlines how your agency can manage issues, refunds, and customer support after a translation job has been submitted or completed.
🚩 Customer Issues
If a customer experiences a problem with their translation (e.g., error, missing information, formatting issue), there are two main ways to handle it:
1. Customer Messaging the Translator Directly
Customers are encouraged to message their assigned translator directly through the Messages section in their Job Details.
Translators are expected to respond promptly and correct any minor issues.
✅ This direct communication allows most issues to be resolved quickly without agency intervention.
2. Customer Raises a Formal Issue
If the problem is more serious or cannot be resolved easily, customers can use the Raise an Issue function within the job screen.
The process:
The customer selects the issue type (e.g., resend translation, request refund).
The translator is notified first and has the opportunity to address the issue.
If not resolved, the issue escalates for agency and AcudocX administrator review.
✅ Your agency can monitor Active Issues from your dashboard and step in where necessary.
💸 Handling Refunds
Refunds are separate from job abandonment.
If a refund is agreed upon (either voluntarily or through issue escalation), the refund must be processed manually through the Customer Invoices section.
Translators and agencies cannot cancel payments directly — a refund must be logged properly in the system.
To process a refund:
Go to Customer Invoices in your dashboard.
Locate the correct invoice (Job or Correction type).
Select View under Actions.
Click Refund.
✅ Refunds can be partial (e.g., just for corrections) or full (e.g., for the entire job).
🛡️ Abandoning Jobs (Last Resort Only)
If a job cannot be completed due to major issues:
Agencies (not translators) can abandon a job.
Important: Abandoning a job does not automatically refund the customer — you must refund manually through the invoice system.
✅ Abandonment is an absolute last resort and should only be used when all other options have been exhausted.
📬 Customer Expectations for Support
Customers should expect:
Timely responses to their messages (ideally within 1 hour).
Professional, courteous communication.
Prompt action to correct any translation errors if they arise.
✅ Agencies are responsible for overseeing translator performance and ensuring customers are supported appropriately.
🧠 Quick Reminders
Encourage customers to first message translators directly.
Monitor Active Issues through your dashboard.
Refunds must be issued separately after job abandonment.
Abandoning jobs is final — no recovery possible once abandoned.
Always prioritise resolving issues quickly to maintain customer trust.
📞 Need Help?
If you need assistance managing a customer issue, refunding a payment, or resolving a dispute, please email admin@acudocx.com.We’re committed to helping you deliver the best possible customer experience.
Zendesk AI Keywords: handle translation issue, customer wants refund, raise an issue AcudocX, job abandonment AcudocX, post-completion customer support, refund translation job