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This guide is for localization vendors — the partners who produce localized assets and move orders through to delivery.

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Support hours

For vendor operations, the Pixwel Platform team runs Monday–Friday, 24/5, with no weekend coverage unless pre-approved. Work requests submitted over the weekend are processed first thing Monday morning. (This is the vendor-facing operational window; for general platform support hours, see Support.)

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Turnaround times

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Asset handling

  • Nightly emails — assets delivered each day are reported in a nightly email around midnight (customizable in notification settings). No email is sent on days with no new assets.
  • Special instructions — territorial restrictions and special handling are noted directly on the asset or in the nightly email.
  • AE Collects — AE Collects provided to Pixwel are passed straight to the vendor via shared Aspera accounts, dropped into an AE COLLECT folder without renaming or reorganizing.
  • Stitching & QC — the vendor stitches per the approved guide. Pixwel verifies files match the agreed specs but isn’t responsible for content QC; content issues go to the originating department.
Recommended notifications to enable: New/Updated Assets, Order Status, Order Discussion Comments, and Order Preview Comments.

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Work request best practices

  • Don’t move a work request backward in status without justification.
  • Post-approval changes require the territory to place a new order — don’t roll back the approved one.
  • To remove incorrect final files, contact platform@pixwel.com.
  • Avoid rolling back completed orders — it affects reporting visibility for territories and Head Office.

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Changing work request status

1

Open the status menu

Within a work request, click the vertical ellipsis (⋮) beneath the asset thumbnail.
2

Choose the status

Select the new status and click Save Status Change.
3

Give a reason

Enter the reason for the change and click Confirm.
A work request's overflow menu showing Change Status and Cancel Order

Within a work request, open the ⋮ menu beneath the asset thumbnail and choose Change Status.

The Edit Order Status dropdown listing the available statuses

Pick the new status from the Edit Order Status dropdown.

The dialog asking for a reason for the status change

State the reason for the change and click Confirm — the reason is visible to Head Office in reports.

The reason is visible to Head Office in reports, so make it accurate. Keep status progression linear wherever possible — change status forward or backward only when genuinely necessary.