Letter I just sent "Under Review"; no e-mail confirmation received

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I was assigned a new correspondent yesterday, Salus from Rwanda, so I immediately set to work writing a first letter to him. When I sent it, I noticed that I did not receive a confirmation email from Compassion which is usually in my inbox seconds after sending a letter. I thought that was very odd because I've never not gotten a confirmation e-mail.

When I went back later, the letter I sent says "under review." When I click on it, it says "There was a problem with this letter. Please check back later for further details."

What does this mean and how can this be fixed so that the letter is sent?


Thanks!

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Emily Smith

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Posted 2 years ago

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Haley, Sponsor and Donor Relations, Operations

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Hi Emily!  Usually, this means that the letter needs a little "human intervention" in order to push it through. We see this happen often when the link between your account and your child's account is so new. I have just updated the letter to push it through. In the next 24 hours, can you check your account and see if it still shows "under review" for you? Thanks! Happy New Year!
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Emily Smith

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Hi Haley, thank you so much. It looks like it is fixed now. Thank you!! That's what I get for being overly excited to write a first letter! LOL!
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Kasey Hallmark

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I have 3 kids that this did this last night also where I didn't get a conformation and it's still pending could you check mine? The one I sent today went through though. Thanks
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Haley, Sponsor and Donor Relations, Operations

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Hey Kasey, I was able to push through your letter for Brayah, but the letters for Donald and Genesis sent yesterday do not appear to have actually brought through the text that you wrote, so I am unable to process those. I do apologize, but can you resend those letters? I am so sorry for that! I will let our IT department know about that error.
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Kasey Hallmark

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Yes I can redo them thank you I'm not sure what happened!!
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Kasey Hallmark

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Is there a way to delete those 2 that didn't go through?
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Kasey Hallmark

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I hope you have a great new year! Thank you for all your work!
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Haley, Sponsor and Donor Relations, Operations

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Yes, I have deleted those two records for you. Thanks, have a great New Year!
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Trina Harris Ezell

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I also have several letters that seem to be stuck, either saying "under review" or "just received" or "in translation" or something. I have this issue for letters sent to three different kids. They keep saying "in transit" when I look at my letter history. I've been wondering if these ever got sent or not? If we keep getting this message, should we always contact you for help? Thank you for your assistance.
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Haley, Sponsor and Donor Relations, Operations

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Hi Trina,  while you are welcome to contact us, we do proactively have team members who work through queues of letters that have these types of issues, so during their normal workflow they will be fixed and sent through to your child. I did just check your account though, and all of your letters have been sent through now, so all have made it fully through our workflow. 
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Trina Harris Ezell

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Thank you so much, Haley! I am very happy to hear that! Thank you for getting back to me so quickly and for checking my account for me! You guys are truly the best!!!! Happy New Years!
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Haley, Sponsor and Donor Relations, Operations

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You are most welcome! Happy New Year!
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April Rose

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Could the letter I sent to Ruth back in November also be checked and possibly pushed through please? it's been under review for quite some time now.
Thank you Emily for asking about this here!
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Susan, Sponsor and Donor Relations, Social Media

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Hi April! We are working on getting this letter through. Happy New Year! 
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April Rose

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Thank you so much Sarah!
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KristenH, Champion

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Ive had one sitting like this since the end of August. I just decided to copy and paste it into a new letter and send it off again today because it was a "first letter" and I was tired of waiting for it to go through :D  lol 
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Robin Hagy

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I am new to all of this, as I have just sponsored my first child. I also have a letter under review and am afraid I have done something wrong. It says there is a problem with the letter. Is there a way to find out what was done incorrectly? Thanks!
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Sarah, Sponsor and Donor Relations, Social Media

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Hi Robin! It looks like our system just wasn't quite caught up with you choosing to sponsor Borni by the time you wrote that first letter. We looked into the issue for you and took care of it, so it is now going to be going through the system just fine. Borni will be reading your letter soon :).
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Robin Hagy

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Thanks so much! I was afraid I was doing something wrong.

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