📋 Managing Self-Service Extract Translation Jobs
When a new Self-Service Extract Translation job is submitted, AcudocX notifies you by email with a link to view the job.New jobs will also appear under:
Job Pool
Pending Jobs
Check Your Progress
This guide explains how to manage these jobs from start to finish.
🛎 Workflow Overview
There are two possible actions when a new job arrives:
🟢 1. Provider Accepts and Completes the Job
Steps to Manage the Translation:
Accept the Job:
Click Start Job.
Navigate to the correct template tab (e.g., Birth Certificate Self-Service Extract).
Check for Empty Translations:
If many fields are blank, message the customer to complete them first.
Use Customer Action Required → Empty Translation Fields to request action.
Suggested message (translate if needed):
Hi! Thank you for submitting your translation via AcudocX.To avoid additional charges, could you please enter as much of the required information into the translation fields as you can?When you’re ready, please click ‘Return to Provider’ and I’ll complete the job for you.Best regards, [Your Name]
Review the Source Document:
Ensure the uploaded file is clear, complete, and correct.
If the document is poor quality, request re-upload via Customer Action Required → Bad Source Document.
Edit and Finalise the Translation:
Click View Source Documents to cross-check translation fields.
Edit fields as needed:
Use the green pen icon to correct customer translations.
Save each edit after entering corrections.
Choose whether to charge for each edit by ticking/unticking the Charge box.
💬 Tip: Fields left blank automatically populate with "N/A." Use the N/A checkbox if no source text exists for a field.
Communication During the Job:
Use the Messages function for normal communication.
Use Raise an Issue for more serious matters needing administrator intervention.
Send to Customer for Review (if edits exceed free edit allowance):
Customers must review and pay for excess edits before you can complete the job.
Handle Customer Feedback:
If the customer requests changes, select Make Changes to edit the job.
Certify and Complete the Job:
Review your digital certification.
Click Confirm & Generate to create the certified translation.
Download the file if needed (select unstamped copy if posting by mail).
Press Complete Job to finalise.
Check for Postage Requests:
Always return to the Job Details screen after completing the job to check if postage was selected.
📬 If postage is required: print, stamp, sign manually, and send the document via mail.
🔴 2. Provider Cannot Complete the Job
If you cannot proceed:
Non-Agency Jobs:
Select Abandon Job and Refund the customer separately.(Refunds and abandonment are not automatically linked.)
Agency Jobs:
Click Surrender to return the job to the Job Pool for another translator.
Provide a clear reason when abandoning or surrendering a job.
🧠 Quick Reminders
Empty fields? → Request customer action before you begin editing heavily.
Charge for edits? → Set free edit limits and excess fees carefully.
N/A handling? → Tick the box for non-existent fields, especially for missing dates or blank fields.
Communication? → Always use Messages first unless escalation is needed.
Postage check? → Always double-check postage settings before completing fully.
Zendesk AI Keywords: manage translation job, self-service extract translation, provider workflow, editing fields, charge for edits, N/A fields, abandon job, surrender job, customer review, postage required, AcudocX self-service
Job Pool
Pending Jobs
Check Your Progress
This guide explains how to manage these jobs from start to finish.
🛎 Workflow Overview
There are two possible actions when a new job arrives:
🟢 1. Provider Accepts and Completes the Job
Steps to Manage the Translation:
Accept the Job:
Click Start Job.
Navigate to the correct template tab (e.g., Birth Certificate Self-Service Extract).
Check for Empty Translations:
If many fields are blank, message the customer to complete them first.
Use Customer Action Required → Empty Translation Fields to request action.
Suggested message (translate if needed):
Hi! Thank you for submitting your translation via AcudocX.To avoid additional charges, could you please enter as much of the required information into the translation fields as you can?When you’re ready, please click ‘Return to Provider’ and I’ll complete the job for you.Best regards, [Your Name]
Review the Source Document:
Ensure the uploaded file is clear, complete, and correct.
If the document is poor quality, request re-upload via Customer Action Required → Bad Source Document.
Edit and Finalise the Translation:
Click View Source Documents to cross-check translation fields.
Edit fields as needed:
Use the green pen icon to correct customer translations.
Save each edit after entering corrections.
Choose whether to charge for each edit by ticking/unticking the Charge box.
💬 Tip: Fields left blank automatically populate with "N/A." Use the N/A checkbox if no source text exists for a field.
Communication During the Job:
Use the Messages function for normal communication.
Use Raise an Issue for more serious matters needing administrator intervention.
Send to Customer for Review (if edits exceed free edit allowance):
Customers must review and pay for excess edits before you can complete the job.
Handle Customer Feedback:
If the customer requests changes, select Make Changes to edit the job.
Certify and Complete the Job:
Review your digital certification.
Click Confirm & Generate to create the certified translation.
Download the file if needed (select unstamped copy if posting by mail).
Press Complete Job to finalise.
Check for Postage Requests:
Always return to the Job Details screen after completing the job to check if postage was selected.
📬 If postage is required: print, stamp, sign manually, and send the document via mail.
🔴 2. Provider Cannot Complete the Job
If you cannot proceed:
Non-Agency Jobs:
Select Abandon Job and Refund the customer separately.(Refunds and abandonment are not automatically linked.)
Agency Jobs:
Click Surrender to return the job to the Job Pool for another translator.
Provide a clear reason when abandoning or surrendering a job.
🧠 Quick Reminders
Empty fields? → Request customer action before you begin editing heavily.
Charge for edits? → Set free edit limits and excess fees carefully.
N/A handling? → Tick the box for non-existent fields, especially for missing dates or blank fields.
Communication? → Always use Messages first unless escalation is needed.
Postage check? → Always double-check postage settings before completing fully.
Zendesk AI Keywords: manage translation job, self-service extract translation, provider workflow, editing fields, charge for edits, N/A fields, abandon job, surrender job, customer review, postage required, AcudocX self-service