📩 Requesting Customer Action
Sometimes, before you can complete a translation job on AcudocX, you may need the customer to take action — for example, uploading a better source document or completing missing translations.
The Customer Action Required function allows you to formally request that the customer corrects an issue before you proceed.
This guide explains when and how to request customer action.
🛠 When to Request Customer Action
Use Customer Action Required if:
The source document is low quality, blurry, cropped, or missing important parts.
The customer has left many fields blank in a Self-Service Template job.
The fields selected by the customer don’t match the uploaded document.
Important translation details are missing or incorrect.
📢 Tip:Always try to send a polite message explaining the issue before sending a formal customer action request.
🛠 How to Request Customer Action
Open the View Job screen.
At the top of the screen, click Customer Action Required.
Choose the type of action you’re requesting:
Empty Translation Fields – If the customer has left important fields blank.
Bad Source Document – If the uploaded document is low quality or wrong.
Write a clear, polite message explaining exactly what you need the customer to do.
Submit the action request.
The customer will receive an email notification prompting them to fix the issue and Return to Provider once complete.
📄 Suggested Message Template for Empty Fields
Hello [Customer Name],Thank you for submitting your translation through AcudocX.Could you please enter as much of the required information into the translation fields as you can?This will help avoid additional charges for excess edits.Once you're done, please click Return to Provider.
Thank you,[Your Name]
✅ For better customer experience, we recommend repeating the message in the customer's language if possible.
🛠 What Happens After Customer Action
The customer will update their documents or fields and click Return to Provider.
You will receive an email notification when the job is sent back.
You can then proceed with reviewing, editing, and completing the job.
If the customer does not respond within a reasonable timeframe, you may choose to abandon the job following refund guidelines.
🧠 Quick Reminders
Always use Messages first to explain the issue politely.
Use Customer Action Required for formal requests when documents or translations are incomplete or incorrect.
Be clear and detailed in your customer action messages.
Check for new customer responses daily to avoid delays.
Zendesk AI Keywords: request customer action, customer action required, empty translation fields, bad source document, return to provider, resend document request, AcudocX customer update
The Customer Action Required function allows you to formally request that the customer corrects an issue before you proceed.
This guide explains when and how to request customer action.
🛠 When to Request Customer Action
Use Customer Action Required if:
The source document is low quality, blurry, cropped, or missing important parts.
The customer has left many fields blank in a Self-Service Template job.
The fields selected by the customer don’t match the uploaded document.
Important translation details are missing or incorrect.
📢 Tip:Always try to send a polite message explaining the issue before sending a formal customer action request.
🛠 How to Request Customer Action
Open the View Job screen.
At the top of the screen, click Customer Action Required.
Choose the type of action you’re requesting:
Empty Translation Fields – If the customer has left important fields blank.
Bad Source Document – If the uploaded document is low quality or wrong.
Write a clear, polite message explaining exactly what you need the customer to do.
Submit the action request.
The customer will receive an email notification prompting them to fix the issue and Return to Provider once complete.
📄 Suggested Message Template for Empty Fields
Hello [Customer Name],Thank you for submitting your translation through AcudocX.Could you please enter as much of the required information into the translation fields as you can?This will help avoid additional charges for excess edits.Once you're done, please click Return to Provider.
Thank you,[Your Name]
✅ For better customer experience, we recommend repeating the message in the customer's language if possible.
🛠 What Happens After Customer Action
The customer will update their documents or fields and click Return to Provider.
You will receive an email notification when the job is sent back.
You can then proceed with reviewing, editing, and completing the job.
If the customer does not respond within a reasonable timeframe, you may choose to abandon the job following refund guidelines.
🧠 Quick Reminders
Always use Messages first to explain the issue politely.
Use Customer Action Required for formal requests when documents or translations are incomplete or incorrect.
Be clear and detailed in your customer action messages.
Check for new customer responses daily to avoid delays.
Zendesk AI Keywords: request customer action, customer action required, empty translation fields, bad source document, return to provider, resend document request, AcudocX customer update