There are several scenarios in how clients can report issues with the project.
We encourage clients to address any issue with the translation via the discussion board at the bottom of the project page:
Be ready to stay in touch with the client after the project is delivered and respond to their inquiries as soon as possible. Usually, a quick reply/revision from you solves the problem.
However, clients may also use the rating system to evaluate your translation:
If a project receives a low rating, our Quality team is alerted and starts a quality investigation immediately. We collect feedback from both you and the client and pass it to our Language leader to check it further.
If the complaint is justified and depending on the level of the errors found, the project can be:
- returned to you for revision;
- sent to the editing step. The monthly quality bonus is removed from your payment;
- redone from scratch by another translator. The full payment is removed.
On the other hand, if the quality complaint is unfair, we will advocate for you and remove the negative record from your profile.
Translation can be subjective by nature so it's important we work together to ensure the client's satisfaction and fair evaluation of your work.
Reminder: a client's rating of 4 counts as 5 (max) towards your Quality parameter.