This thread is resolved. Here is a description of the problem and solution.
Problem: The client requested a credit refund for their site, noting discrepancies in credit usage for DeepL and PTC, with a total request of 275,000 credits. Solution: We refunded the 200k credits as requested. However, we advised the client that ongoing translations use the engine selected at the time of sending the translation. For future instances, if the same text is translated and stored in the translation memory, it should apply to other products. However, to ensure the translation memory is applied correctly, it's recommended to send products for translation in smaller batches.
If this solution does not resolve your issue, or if it seems outdated or irrelevant to your case, please visit our known issues page and check if there's a permanent fix available. Ensure you have the latest versions of themes and plugins installed. If the problem persists, we highly recommend opening a new support ticket at our support forum.
This is the technical support forum for WPML - the multilingual WordPress plugin.
Everyone can read, but only WPML clients can post here. WPML team is replying on the forum 6 days per week, 22 hours per day.
Background of the issue:
I am trying to get a credit refund for the site hidden link.
Symptoms:
No specific issue or error message mentioned.
Questions:
How can I get a credit refund for my site?
I have already submitted significant detail re credit usage, the fact that my 200k credits allocated to DeepL don't show anywhere on my credit usage history, and the fact that my PTC allocated credits does not match usage either (by an order of 2 x magnitude). Total credit request is therefore 275,000 credits.
Please arrange asap so we may resume translation work
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Madrid (GMT+01:00)
Hi there!
Thank you for create the ticket.
I would like to request temporary access (wp-admin and FTP) to your site to take a better look at the issue. You will find the needed fields for this below the comment area when you log in to leave your next reply. The information you will enter is private which means only you and I can see and have access to it.
**IMPORTANT**
- Please make a backup of the site files and database before providing us access.
- If you do not see the wp-admin/FTP fields this means your post & website login details will be made PUBLIC. DO NOT post your website details unless you see the required wp-admin/FTP fields. If you do not, please ask me to enable the private box.
The private box looks like this: hidden link
DeepL was definitely selected on the last batch of 200,000 credits.
I cannot understand why only 135,448 credits have been refunded. My last batch of 200,000 credits that I used, it added no additional translation from what I could tell.
Please can you therefore at least credit the account with this batch of 200,000 credits?
Quick question - there's a lot of duplicate/placeholder content on our product pages. Now, it seems like a waste of credits that 2/3 of our product pages have already been translated, but it is getting re-translated on each product.
Can we specify limitations on translation per page, to stop it from going over the same content in the same language? And simply paste in the previously translated template for the repeat part? Is this where we could use glossary?
Languages: English (English )Spanish (Español )Italian (Italiano )
Timezone: Europe/Madrid (GMT+01:00)
Hi there!
If it is exactly the same text that will be translated in the translation memory and then applied to the other products.
But for that case if you send all the products to translation maybe it will not be applied. You need to send products little by little so you make sure translation memory is applied.
Please let me know an example where the fields are repeated so I can investigate it.
It doesn't appear to be applying the memory feature - and I have done some products individually.
The text that gets repeated on all product pages (beyond the first paragraph, in the description field) is:
Why Buy From Us?
36 Month Industry-Leading Warranty
Rest easy knowing that you’re covered for 3 years under our industry-leading warranty, so if the worst happens and your product stops functioning, you can return it to us for repair or a full refund.
Full Functionality and Aesthetic Refurbishment
Not only do we refurbish items to ensure they function to the highest standard, but we also pay special attention to aesthetics. As an example, we’ve developed a proprietary process for removing light scratches and marks from glass and plastic surfaces – meaning we can bring tired-looking items back up to their best. This is just one of our aesthetic refurbishment techniques.
Full Anti-Bacterial Clean
We know how important hygiene is – so we give all items a full antibacterial clean prior to sending, so you know – even though you’re buying a used item – it arrives in a fully-cleansed state – as if you’re the first person to ever put your hands on the item.
