Hello, I am contacting you regarding an issue I am having with your translation plugin.
Absurd costs have been generated for products that had already been translated once; they were duplicated and translated again without us initiating any order.
We haven’t made any updates to the products, and I believe the cost you’re displaying has not been confirmed by us.
Thank you for your message and for bringing this to our attention.
I’ve carefully reviewed your case, and you are absolutely right — we identified an issue where some translation jobs were duplicated, which resulted in charges for content that had already been translated.
We have made a decision to waive this debt in full, so you will not be charged for these duplicated translations.
We are currently processing the necessary adjustments on our side, and I will confirm once everything is fully updated in your account.
Thank you for your patience, and we apologize for the inconvenience caused.
Thank you for your patience while we resolved this issue.
We have now fully waived the outstanding debt, and additionally we’ve added 200,000 credits to your organization balance to compensate for the inconvenience caused.
Everything should now be corrected on your side.
Could you please take a moment to check and confirm that everything looks as expected?
If you notice anything unusual or have any further questions, feel free to reach out — I’ll be happy to assist.
I've been investigating the root cause of the duplicate charges on your account to make sure this doesn't happen again.
Based on my analysis of the server logs, I'd like to share what I believe happened and ask you to confirm whether this matches your experience.
Here's what I think took place on April 2nd:
1. Around 12:09, you went to WPML's Translation Management dashboard, selected 256 WooCommerce products, and sent them for automatic translation.
2. On our server side, the translations were completed within a few minutes. However, it seems that most of them did not appear on your website — they likely still looked like they were "in progress" in your dashboard. This could have happened if you closed the browser or navigated away from the WordPress admin area before the translations had a chance to sync back.
3. After waiting about an hour and still not seeing the translations come through, you went back to the Translation Management dashboard and sent the same 256 products for translation again, this time selecting the "Override existing translations" option.
4. Because "Override" was used, the system treated the second batch as a brand-new translation request (ignoring the translations that had already been completed but not yet delivered to your site), which resulted in being charged twice.
Could you confirm if this is roughly what happened? Specifically:
- Do you remember going to the Translation Management page and manually sending these products for translation (rather than them being sent automatically)?
- After sending the first batch, did you stay on the Translation Management page or did you close the browser / navigate away from the WordPress admin?
- Did you notice that translations appeared to be stuck or "in progress" before you tried sending them a second time?
- Do you recall selecting the "Override existing translations" option the second time?
This will help me understand the real underlying problem — which I believe is that the first batch of translations didn't get delivered back to your site properly, leaving you with no choice but to try again.
I want to fix this so that even if a delivery issue occurs, you won't end up in a situation where you're charged twice.
