Problem: The client is using WPML's automatic translation service to translate their website into three additional languages. They noticed that the actual cost of translating the products into just one language already exceeds the initial cost estimation, leading them to believe that the total cost will be underestimated by a factor of three. Solution: We acknowledged the issue with the cost estimation and have escalated the matter to our second-tier support for a more thorough examination. We discovered discrepancies in the word count estimations and are currently developing a more accurate system for future releases. As a temporary measure, we have credited the client's account with additional translation credits to help mitigate the cost. We also confirmed that the client can safely delete the credentials previously shared with us.
Please note that this solution might be outdated or not applicable to your case. We highly recommend checking related known issues at https://wpml.org/known-issues/, verifying the version of the permanent fix, and confirming that you have installed the latest versions of themes and plugins. If the issue persists, please open a new support ticket at WPML support forum.
Problem: The client noticed a discrepancy between the estimated word count provided by WPML for a product translation and the actual word count they calculated manually. They also observed that the translation credits charged were higher than expected based on the estimated word count. Solution: 1. We verified the word count for a completed translation job and confirmed that the count matched the credits charged. 2. We examined the XLIFF file for the job in question and found that the word count included meta data from SEO, post excerpts, and texts from media on the page, which explained the higher word count. 3. We clarified that all texts within a single translation job are counted, including duplicates, but if the same texts are included in later jobs and have already been translated, they are not charged again. 4. We explained that the estimated word count shown before translation is a rough estimate based on character count and typical word length, which may not always match the actual word count. 5. We suggested that if DeepL translation costs are higher than desired, the client could consider using Microsoft for translation, which is half the price. For more details on translation costs, you can check the WPML Automatic Translation Pricing page.
