💸 Handling Refunds and Abandoning Jobs
Sometimes, situations arise where a job needs to be refunded or abandoned.This guide explains when and how to process refunds and properly abandon jobs in AcudocX.
💵 When to Issue a Refund
You should issue a refund if:
You and the customer have mutually agreed to cancel the job.
The customer is unsatisfied and requests a refund that you agree with.
You cannot complete the job due to unavoidable issues (e.g., document illegibility, lack of customer response).
🛠 How to Issue a Refund
From the left navigation menu, go to My Customer Invoices.
Find the relevant invoice:
Job Invoice: The original translation service price.
Correction Invoice: Charges for excess edits.
Click the drop-down arrow under Actions and select View.
Click the Refund button.
Confirm and process the refund.
✅ Remember:
Refunds apply to one invoice at a time.
Always double-check you are refunding the correct invoice (Job or Correction).
🚩 Important: Refunds and Abandonment Are Separate Actions
Refunding a customer does not automatically abandon the job.You must manually abandon the job after refunding.
🚶 How to Abandon a Job
After issuing a refund:
Go to your Dashboard.
Find the refunded job under Pending Jobs.
Click View Job.
Click Abandon Job.
Provide a reason for abandonment.
This ensures that the customer’s job is officially closed and no longer active in the system.
🏢 Special Note: Agency Jobs vs Non-Agency Jobs
Non-Agency Jobs:You must refund and abandon the job if you cannot complete it.
Agency Jobs:If you decide not to proceed with a claimed agency job:
Use the Surrender button.
The job will return to the Job Pool for other translators to claim.
No refund is required if you have not yet accepted or started working.
📢 Best Practices When Handling Refunds
Always try to resolve customer concerns through Messages before offering a refund.
Communicate clearly about the refund and abandonment to maintain good customer service.
Keep a record of your refund communications in the Messages system for transparency.
🧠 Quick Reminders
Always refund first, then abandon the job.
Double-check invoice types before issuing a refund.
Explain clearly to customers when refunds and cancellations occur.
Use Surrender (not Abandon) for unworked agency jobs.
💵 When to Issue a Refund
You should issue a refund if:
You and the customer have mutually agreed to cancel the job.
The customer is unsatisfied and requests a refund that you agree with.
You cannot complete the job due to unavoidable issues (e.g., document illegibility, lack of customer response).
🛠 How to Issue a Refund
From the left navigation menu, go to My Customer Invoices.
Find the relevant invoice:
Job Invoice: The original translation service price.
Correction Invoice: Charges for excess edits.
Click the drop-down arrow under Actions and select View.
Click the Refund button.
Confirm and process the refund.
✅ Remember:
Refunds apply to one invoice at a time.
Always double-check you are refunding the correct invoice (Job or Correction).
🚩 Important: Refunds and Abandonment Are Separate Actions
Refunding a customer does not automatically abandon the job.You must manually abandon the job after refunding.
🚶 How to Abandon a Job
After issuing a refund:
Go to your Dashboard.
Find the refunded job under Pending Jobs.
Click View Job.
Click Abandon Job.
Provide a reason for abandonment.
This ensures that the customer’s job is officially closed and no longer active in the system.
🏢 Special Note: Agency Jobs vs Non-Agency Jobs
Non-Agency Jobs:You must refund and abandon the job if you cannot complete it.
Agency Jobs:If you decide not to proceed with a claimed agency job:
Use the Surrender button.
The job will return to the Job Pool for other translators to claim.
No refund is required if you have not yet accepted or started working.
📢 Best Practices When Handling Refunds
Always try to resolve customer concerns through Messages before offering a refund.
Communicate clearly about the refund and abandonment to maintain good customer service.
Keep a record of your refund communications in the Messages system for transparency.
🧠 Quick Reminders
Always refund first, then abandon the job.
Double-check invoice types before issuing a refund.
Explain clearly to customers when refunds and cancellations occur.
Use Surrender (not Abandon) for unworked agency jobs.