Uh-oh! SyncWords wants to cancel a job. What should we do? Follow these steps!

 

1. Has the job already been docked and is being worked on? If so, in most cases we should NOT cancel the job. This DOES apply to jobs with missing audio, foreign language, garb-heavy jobs, etc, if they have already been docked. If SyncWords reaches out to cancel a file, and we deny the request, we can still offer to send the completed transcript back. CTScribes will auto-deliver this completed file anyway if there's no intervention.   

2. Has the job not been docked yet? Generally, we could still cancel a job at this point if it's not going to affect billing or a scribe's production bonus. This could apply to jobs with missing audio, foreign language, if we happen to catch it before it goes into production.

• Keep in mind, we're not obligated to report jobs with those types of content issues. This is more of a professional courtesy rather than a contractual obligation — Contractually, the onus is on the customer to upload the right file.
• Of course use your best judgment! If SyncWords sends 40 hours of French work, we should probably reach out with that issue before sending back 40 hours of [foreign] markers along with a massive invoice  

STEPS FOR FORFEITING AND CANCELATION

 

If the decision has been made that we do indeed need to cancel a job in production, the first step is having the scribe sign out. Then we will use the Forfeit function in CTScribes. Be cautious as this cannot be undone! Once a scribe has a job forfeited, they will not be able to dock that same iteration again.

Once the job is succesfully forfeited, the file needs to be discarded immediately before the system creates Copytalk iteration data. If this job data is created, the job could still be billed, and we also no longer have the ability to discard the job via CTscribes. Therefore, using the Discard function should happen immediately after forfeiting.   

• One quirk to be aware of: If we discard a file on our end, the file COULD try to re-enter our queue if the job is still active in the SyncWords portal. If this happens, the duplicate file should just be marked as Undockable and, when the job is no longer active on the SyncWords side, then discarded normally. As long as the duplicate file stays undocked, it won't cause any other issues. 
• We do occassionally have to reach out and remind SyncWords to remove a canceled file from their portal if we notice the file repeatedly trying to return into our queue.