Missing Letter - "translation complete"

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  • Updated 1 year ago
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Archived and Closed

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I was looking through my letter history and I noticed that a letter from my sponsor child is still listed as "translation complete" for a few months now and I still have not received it (or at least i don't think i did). However, I just received a letter that is dated 6 months later than this one. Is there a reason that the letter is still stuck in that loop?
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Andzelika Abramowicz

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Posted 1 year ago

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Christina, Employee

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Hi Andzelika! I'm so sorry that Richard’s letter to you has been delayed in processing since January 20th :(. Regrettably, there is a known issue with some letters becoming stuck during processing and they require manual attention to be pushed through. Please rest assured that our technical and processing teams are aware of this issue, and they have been working diligently to resolve this issue. Please know that I have made our teams aware of Richard’s letter being stuck in the system, and they will push his letter through as quickly as they can. In the meantime, I have great news! I was able to download a copy of Richard’s letter, and I just emailed it to you! Thank you so much for your understanding and patience as we work to resolve this issue.
(Edited)
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William Blair

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Hi Shannon. I have a letter that's been stuck in process too, not as far back to January though. It's from Yeimy Ortiz. I just need to check on the status. Thanks.
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Shannon Massey, Employee

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Hi William! The only letter that I see that is possibly stuck is from 7/14/17. Is this the letter you are inquiring about? 
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William Blair

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Yes, that's the one.
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Christina, Employee

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Hi William! The letter from Yeimy that was uploaded into our systems on July 14th is currently in translation :). Since it has only been about 2 weeks since this letter has been in translation, this is pretty normal :). However, if Yeimy's letter is still not available online within the next 2-3 weeks, please do let us know! 
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William Blair

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Thanks. I did have a letter from another one that came straight through, showed up ready to read right away. I see some come like that but not many.

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