Background of the issue:
I have deleted and translated the same products with the same content on my website, hidden link. I expected that since the content was unchanged from the last translation, no credits would be used.
Symptoms:
Credits were used again despite the content being the same as the previous translation.
Questions:
Why were credits used again for translating unchanged content?
Can I get a refund for the spent credits?
I looked in 3 websites: hidden link, hidden link, and hidden link, but couldn't find any job for "/product/trex-transcend-lineage-wpc-decking-board-island-mist-24x140x4870-wood-imitation/".
Please share the URL of a product that were translated automatically twice, and got charged twice. I know you've already done that, but unfortunately the link you shared has no data in our systems. Please share another example.
I also want to express my dissatisfaction with how this case is being managed and to seek a resolution for an issue with translation charges.
The core problem is that I have been charged multiple times for translating the exact same products on the same website. I have already provided an explanation of the translation process undertaken and the resulting duplicate charges. My expectation is that I should not be responsible for proving this further, as the information should be verifiable from your end.
I kindly request that you review the translation history and reverse the charges that were applied yesterday for these redundant translations.
If you are not in a position to resolve this directly, please escalate this matter to a supervisor or another team member who can provide appropriate assistance. Furthermore, I would find it more productive to discuss this situation via a phone call rather than continuing through the forum. This is a frustrating experience, especially having gone through the translation process for the same products three times and incurring charges for each attempt.
I apologize for any dissatisfaction you are having. I'll escalate the issue. Please send me your WordPress access credentials.
The required fields can be found below the comments section. The information you enter is private, i.e. only you and I can see it and have access to it.
IMPORTANT
Please make a backup copy of the site files and database before giving us access.
- If you do not see the wp-admin/FTP fields, this means your post and site login details are being made PUBLIC. DO NOT post your website details if you do not see the required wp-admin/FTP fields. If you do not, ask me to enable the private box. The private box looks like this:
Thank you for sharing access. I've sent your ticket to our accounts team, so they can take a better look on what's happening. That might take a few days. I'll let you know as soon as I hear from them.
We were able to pinpoint the issue. In some occasions, like yours, the TM (Translation Memory) fails to save the already created translations, so if you send the very same content to translation again, TM is not used, and thus you get charged twice. We are treating this issue with the highest priority, thanks for bringing that to our attention.
The accounts team informed me they've removed your debt, can you please confirm?
We don't have a solution to this issue yet. Before sending content for translation in WPML > Translation Management, make sure to empty all your caches. Please let us know if the issue happens again. Thank you for your patience.
