Translating a customer email you can't read

TL;DR:

• Translate the whole message, then check the meaning of anything that matters: numbers, names, and the exact request.

• Reply in simple, short sentences so both the customer and a translation tool handle them well.

• Offer a way to confirm: restate what you understood and ask if it is right.

A customer writes to you in Portuguese and you do not read it. Ignoring the message is rude, and guessing from a few familiar words is risky. A translation tool gets you most of the way in seconds. The job is the last part: making sure you understood the request correctly and answering in a way the customer can follow.

Step one: translate the whole message

Copy the entire email, including the subject line and signature, into a translation tool or your email app's translate option, if it has one. Translate all of it at once, since single sentences lose context. Keep the original beside the translation so you can compare.

If the email contains personal or confidential details, check your company's rules before pasting it into an online tool.

Step two: check the meaning where it matters

• Numbers and names. Order numbers, amounts and dates should be identical in the original and the translation. A date like 04/05 may mean different days in different countries.

• The request. What exactly do they want: a refund, a replacement, information? Words like "trocar" and "devolver" differ, and a tool can blur them.

• Tone. Is the customer angry, or just direct? Translation can flatten politeness or sharpen it. Look for thanks and greetings in the original.

• Ambiguity. If a sentence could be read two ways, do not pick one. Ask.

Worked example: a message in Portuguese

The customer writes:

Olá, comprei o produto na semana passada, mas ele chegou com a caixa danificada. Posso trocar por um novo? O número do pedido é 48213. Obrigada, Marta

A translation reads: "Hello, I bought the product last week, but it arrived with a damaged box. Can I exchange it for a new one? The order number is 48213. Thanks, Marta."

1. Read for the request: "Posso trocar por um novo?" means "Can I exchange it for a new one?" She wants an exchange, not a refund. Note that.

2. Check the facts: Order number 48213 appears the same in both. "Semana passada" is last week. "Obrigada" with an a is the feminine form, so Marta is thanking you; you can address her politely without guessing more.

3. Spot the ambiguity: "Chegou com a caixa danificada" says the box arrived damaged. It does not say whether the product inside is damaged. That decides whether an exchange is needed, so ask.

4. Write the reply in plain English: Hello Marta, thank you for your message and sorry about the damaged box. Can you send a photo of the box and the product? Once we see it, we will arrange the exchange for order 48213.

5. Translate it back and compare: Translate your reply into Portuguese and then back into English. If the meaning changes, shorten the sentence. A short Portuguese version is: "Olá, Marta. Obrigado pela mensagem. Pode enviar uma foto da caixa e do produto? Com a foto, preparamos a troca."

Check the Portuguese: "Pode enviar uma foto da caixa e do produto?" is "Can you send a photo of the box and the product?" and "preparamos a troca" is "we prepare the exchange". Ideally, have a fluent colleague read anything that carries a promise.

Write replies that translate well

• One idea per sentence, 15 words or fewer.

• Skip idioms and jokes: "we'll sort it out" can come out as nonsense.

• Use the customer's own words for the product and order, copied from their message.

• Put the next step first, then the reason.

• Write numbers and dates unambiguously, such as 12 November 2026.

A useful habit is to keep the original email and your reply in the same thread, with the translation pasted underneath as a note to yourself. If a colleague takes over the case, they can see what was said, what you understood, and what you promised, without translating it all again.

If the customer replies with something you cannot translate cleanly, quote the sentence back to them in simple words and ask whether you understood. This costs one extra message and prevents a wrong exchange or refund.

Mistakes to avoid

• Trusting one pass for legal, payment or safety wording. Get a person to check those.

• Replying in a long, formal paragraph. Short is clearer in any language.

• Promising something the translation made you think was asked. Confirm first.

• Hiding that you used a tool if it matters. A line such as "I am using a translation tool, please tell me if anything is unclear" is honest and friendly.

Doing it faster

Keep a shared note of customers and the language they write in, so whoever answers next can prepare. A quick glance at earlier replies saves time and keeps your tone consistent from one message to the next.

Save two or three replies you have already checked, such as "please send a photo" and "your order is on its way", each with a verified translation. Reusing checked sentences is safer than translating a new one each time.

Frequently asked questions

Should I reply in their language or mine?

Their language is friendlier if you can check it. If you cannot, reply in simple English and offer to continue in whichever they prefer.

Are translation tools reliable enough?

For the gist they are good. For anything with consequences, confirm the key points with the customer or a fluent speaker.