Letter "stuck" in system? | Compassion International Customer Community

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Can you please check on the letter dated 7/7/16 that I wrote to Prisca? It has been stuck in the "translation complete" mode since 8/30/16 and I am still not able to view it.

Thank you!

Tammy

108 Posts
42 Reply Likes

Posted 3 years ago

3 years ago

Katherine

207 Posts
92 Reply Likes

Hi Tammy! Regrettably, we aren't able to push a letter through when it is in the field going through the translation process. I do see that letter and the status shows "translation complete" for me too. However, the status on letters on sponsor accounts have not been accurate, which is something we are working on. It's interesting, though, because I see that all of the other letters you've sent have been delivered to your kiddos but that one to Prisca. I'm sorry, but at this point all we can do it wait for the letter to complete the delivery process :(. I know it's frustrating, especially since this particular one was written months ago.

2016-10-12T20:49:56+00:00

Jenny Kim

176 Posts
54 Reply Likes

Hi Katherine,

Could you check if my letters have been delivered to my children? There is no status bar at all right now and I am confused of where my letters have been delivered upto.

Also, do I have a thank you letter for the family gift I sent in June being processed yet?

2016-10-12T21:15:13+00:00

Katherine

207 Posts
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Jenny, all of your letters have been delivered to your kiddos except for one that is in translation. I currently do not see any recent letters being processed for you. The most recent letter I can see is the one from Raymond, which you should have received in September.

2016-10-12T21:22:39+00:00

Jenny Kim

176 Posts
54 Reply Likes

My last letter that I wrote was on October 8th, which was a Christmas letter. These all changed to view right after the submission. I heard letters take 2-3 months and and how can September and October letters be delivered already? Is the new system working and are letters being translated right away when I submit online? I am a bit confused. @@

(Edited)

2016-10-12T22:46:20+00:00

Susan

7386 Posts
1581 Reply Likes

Jenny, I am so sorry for the confusion. You are right that letters usually take 2-3 months to be delivered. We just started using a new letter processing and translation system in April to try to deliver letters faster than that. Regrettably, we were having some issues with our new translation system, and we reverted back to manual translation. For this reason, we are printing the letters to be manually processed and translated as they are received at the country office. This means that the statuses on the letters are actually incorrect right now. When Katherine told you that all of the letters have been delivered, she meant that the status was "Complete Delivered" but that does not mean that they are delivered. Most likely these letters are still being translated and are on their way to your kiddos. I hope this makes sense.

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