Start with terms that change the decision
Prioritize words such as received, approved, dispatched, delivered, refund and replacement. A mistranslated status can change what the customer believes has happened. For each term, record its operational definition, approved Arabic and English wording, and a phrase to avoid. Include the team that can resolve ambiguity; a glossary is a shared decision record, not just a word list.
Test terms inside real sentences
A translation that looks correct in isolation may be wrong in a sentence. Review both customer messages and internal handoff notes. Keep product names and identifiers stable, and distinguish a requested action from a completed action. US teams supporting Saudi customers should include locally understood phrasing without claiming that one term covers every Arabic dialect.
Fictional worked example
Fictional glossary entry: 'Refund requested' means a request is waiting for review; it does not mean money was sent. The Arabic wording can preserve that distinction with 'تم طلب الاسترداد' rather than 'تم الاسترداد'. Test a full reply and ask reviewers in both languages what action they believe occurred. If they disagree, revise the wording before using it in replies.
Action checklist
- Record term, definition, approved wording, forbidden ambiguity and owner.
- Prioritize statuses that imply completion or approval.
- Review sentences as well as isolated words.
- Version the glossary and retest changed terms in saved examples.