Wrong translation on letter from child

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  • Updated 3 months ago
  • Solved
  • (Edited)
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I received a letter from our sponsored child in the app. The translation says it is from a 5 year old boy named Luis. We sponsor a 6 year old girl. The back of the letter with the question for my sponsor isn’t translated. Our sponsorship is under ...
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Tori Sinco

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Posted 6 months ago

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Shannon Massey, Employee

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Hi Tori, 

I am so sorry for the confusion with your letter! I think this may have gotten mixed up with another child's letter (Luis). I am sending this letter back to the translation queue to make sure we get that fixed for you, as well as make sure you get a full translation. Thank you so much for your patience as we get this resolved! 
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Tori Sinco

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Just wanted to update that we have still not received the correct letter. I wasn’t sure how long the translation process takes.
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Shannon Massey, Employee

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Good morning Tori, 
I am so sorry for the delay on this letter! Once I spoke with you, we actually received an update that our system actually had a glitch and this issue affected many of our kiddos letters. Thankfully, our team was able to identify why this glitch happened and was able to automatically trigger all these letters to be sent back to our translation queue. This means that we do not need to send these individually and they are already in the process of being fixed. However, because this issue did affect quite a few letters, they are working through these as quickly as possible, but we are seeing a little bit of a delay on these. Please know our translation team is working hard to get these done as soon as possible! Thank you so much for your understanding, patience and kindness as we get this resolved for you! :)
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Tori Sinco

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Thank you so much! No worries. I know this must be a time consuming process.
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Susan, Sponsor and Donor Relations, Social Media

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Tori, I just wanted to follow up with you and make sure you received the correct letter at this time? It looks like we had been looking at the wrong account for you so regrettably I am not able to verify that this issue is resolved on my end. Thank you so much for your partnership!

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