letter to child was "cancelled" due to a problem

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  • Updated 3 months ago
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I was in my account and just discovered that a letter I wrote to Manuel in January 2018 was cancelled due to a problem. It was a handwritten letter. 1) I am wondering if I should resubmit this, and 2) I feel that it would only be respectful of Compassion to notify sponsors when this happens to a letter.
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Beth

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Posted 3 months ago

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Susan, Sponsor and Donor Relations, Social Media

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Beth, I sincerely apologize that this letter was cancelled as it looks like it actually was not the content of your letter or anything you did but rather the scan included the remit slip which had your mailing address on it. We did not want your address to be sent to our field offices so the letter was cancelled. Normally, we will re-scan the image and send the letter, but it appears that that did not happen in this case. Again, I am very sorry for our error and that this letter was not sent. Because it was a physical letter, and it was so long ago, it is not possible for us to re-scan and submit at this point. I think you are right that it would be ideal to notify sponsors when letters are cancelled and I will pass along your feedback. The letter status (including cancelled) does show on My Accounts on our website for now. 
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Beth

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Susan, I did find a photocopy of that handwritten letter that I sent that was cancelled. I had also noted on my photocopy that I sent 2 coloring/activity pages with that letter, but they are not showing with the scanned in letter. When we send letters via the post office, should any additional coloring pages be showing in the scans we can see in our account?

I know Compassion has a policy that coloring pages and such cannot be sent without a letter, but what happened in this situation with the items I sent for Manuel?

Thank you.
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Sierra, Employee

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Hello Beth, I was able to find the copy of the letter you sent to Manuel, and it looks like the whole thing was cancelled, along with the coloring pages. Whenever a letter is sent, all of the items that are scanned and sent should show on your online account! Any items you send that can be physically sent (stickers and bookmarks, for example) would not show up on your online account, since they didn't get scanned.

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