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Why is my letter "On Hold" and how do I fix it?

Did you get an email or notification about your letter being on hold? Don't worry, you're a short step away from fixing it.

Janelle avatar
Written by Janelle
Updated this week

Why would my letter be on hold?
Letters can go on hold for a number of reasons but the most likely culprit is that the address has been flagged as possibly undeliverable and therefore, we place it on hold.

Missing or inaccurately filled fields such as unit, company, battalion, or platoon information are common reasons for letters to be flagged.

What happens when my letter is on hold?
Your letter, if it has been flagged as possibly undeliverable, will be manually assigned this status by a member of our Customer Happiness team.

Our Customer Happiness team is comprised of military spouses who make it their sole mission to ensure your letter gets delivered and delivered fast.

Corrected letters are promptly processed, printed, and typically delivered the next day.

How do I fix my on-hold letter?
Follow the steps outlined below to attempt to fix your letter.

Ensure that your recruit's company, battalion, and platoon information is accurately provided when making corrections.

  • Open the Sandboxx app

  • Navigate to your letters dashboard (middle button)

  • Scroll to the bottom to view your most recent letter

  • You'll see a small icon to the right of the letter with a status

  • This status will say "Fix Issue" in red with a small warning icon

  • Click this text and you'll be brought to a screen to fix your address

  • Once on the new screen, make your edits to Line 1 and Line 2

  • Click "Save" in the top right and your letter will go back to "In Review" where a Customer Happiness Team Member will review it for accuracy and deliverability

Can my letter go back on hold again?
Yes, your letter may go back on hold again if the edits were either i) the same or ii) insufficient to get your letter delivered.

Commonly, edits may fail if essential details like the accurate unit or company information are still missing.

You can visit our website for additional information regarding what your complete address should look like.

Ensure to include essential details such as Battery, Battalion, and Platoon when formatting your address to reduce risks of delays.

Delivery Confirmation for Previously Sent Letters

For users worried about earlier letters with incorrect addresses, Sandboxx guarantees:

  • Delivery of such letters to the intended recipient.

  • Traceability of all letters through the Sandboxx app to provide full transparency in the shipping process.

If I can't make the edits successfully, can I contact support?
Yes! Absolutely. Simply click the button on the bottom of the "Edit" screen to open a chat with one of our Customer Happiness Team Members, we're happy to help you!

Preventing Future Address-Related Issues

To avoid recurring address-related errors:

  • Regularly update the recruit's details in your address book.

  • Verify the accuracy of required fields like Company, Battalion, and Platoon.

  • Review address formatting guidelines available in the Sandboxx app.

These practices can help ensure smooth and timely delivery of letters.

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