Difference between revisions of "InfoTeamManual:Member Support Team:Saved Reply List"
From FreecycleFAQ
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|Step by step instructions for creating a post. Member must be logged in to do this. | |Step by step instructions for creating a post. Member must be logged in to do this. | ||
|'''Signup'''; '''Join group''' | |'''Signup'''; '''Join group''' | ||
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|'''Message forwarded to GOA''' | |'''Message forwarded to GOA''' | ||
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|Checking My Posts to see if it is Pending Mod Approval; paging through the group posts to find the post; contact moderators | |Checking My Posts to see if it is Pending Mod Approval; paging through the group posts to find the post; contact moderators | ||
|'''Contact local group moderator''' | |'''Contact local group moderator''' | ||
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| + | |'''Public Help email address''' | ||
| + | |Adding the Freecycle Help email address to another saved reply; asking a Member to forward an email to us | ||
| + | |just the email address: help@freecycle.org | ||
| + | |None | ||
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|'''Received Admin''' | |'''Received Admin''' | ||
Revision as of 14:37, 2 August 2018
Saved Reply Title List
Last updated July 11, 2018
Here's the current list of Saved Replies with notes about what each covers. Helpful hint: hit control/F on your keyboard to search for keywords to find the answer you need.
| Saved Reply | Use When | Instructions included | Related/Similar Replies |
|---|---|---|---|
| Account bounced deleted | Member says they had an account in the past but it has "disappeared" | Explanation of why account was deleted; instructions for signing up and preventing this in the future | Signup; Not receiving emails or email preferences changed (bounced) |
| Account removal acknowledgement | Member has requested that we delete their account data and we have done so. | NOTE: Only the Team Lead can delete accounts. | None |
| Advertise or Sponsor | We receive a question about how to advertise on the Freecycle website or become a Sponsor | Signing up for Google Ads | None |
| Can't login | Member is having any type of trouble logging in and you can see that they have an active Freecycle account | Clear cookies and request a password reset | Account Bounced Deleted |
| Change email preferences | Member wants to receive more or less Freecycle email | Changing email preferences in My Groups/Change Settings. Options are: One for each post, Email Digest, or None apart from Admins | If their preferences have changed without their knowledge, use Not receiving or changed Freecycle emails (bounced) |
| Change Password | Member wants to change their password | Changing password in My Info. Member must be able to log in to do this. | If they cannot log in, use Can't Login which includes instructions on resetting password. |
| Change registered email address | Member wants to change their email address | Changing email address in My Info. Member must be logged in to do this. | If they cannot log in, use in conjunction with Can't Login |
| Change username | Member wants to change their username | Includes the two options: delete your account and rejoin (must be able to log in to do this) or request Tech team do it for them. | If they cannot log in, use this in combination with Can't Login |
| Clear cookies in Google Chrome URL | Member needs to clear cookies from Chrome browser; member wants to clear just Freecycle cookies from Chrome | Step-by-step instructions for clearing cookies in Google Chrome | Cookies |
| Clear cookies URL | Adding clear cookies instructions to another Saved Reply | Provides a link to a set of instructions for clearing cookies on several popular browsers | For full Cookies explanation and instructions, use Cookies |
| Contact info for moderators who need help | Moderator contacts us looking for help with Mod Tools or with moderating their group | Email address for Mod Help and instruction to contact their GOA for all non-technical issues | None |
| Contact local group moderator | Member has sent a message about something that should be handled by their group Mod OR when they have tried to email mod and received no response. | Provides instructions for contacting Mods via the Freecycle website. Member must be able to log in to do this. | Use Mod volunteer when the member is trying to submit application to be a moderator |
| Cookies | Member is having difficulty logging in or getting password reset and is getting error messages saying username, email or password is "not recognized" or if they experience a "loop" back to the login screen. | Brief explanation of the issues removing cookies will resolve and link to website that describes how to remove cookies from several popular browsers | Can't Login; if there is a hyphen/dash "-" in the member's email address, see Hyphen in email address |
| Cross Post to multiple groups | Member asks whether it's possible to/ how to send the same post to multiple groups at the same time | Explanation that this isn't possible and a separate post must be made in each group; clicking through "possible duplicate post" system warning; contact local mods | Duplicated post error message |
| Data Privacy Policy | Member requests information about the Freecycle Privacy Policy | Link to Privacy page on the Freecycle website | None |
| Donation funds use explanation | Members ask what donated funds are used for | Provides a link to the explanation on Freecycle.org of how funds donated to Freecycle are used | Donation Options |
| Donation options | Member asks how to donate or requests a different method for sending donation than the one included in the donation request email | Provides four options: PayPal, Freecycle website (also via PayPal), Facebook, and mail | Donation funds use explanation |
| Duplicated post error message | Member indicates that they were prevented from making a post and received the message that the post was a duplicate | Clicking through the error message will allow the post to go through | Cross Post to multiple groups |
| Edit post | Member asks how to edit an existing post | Explanation that it's not possible to edit a post except to add a photo. Options are to delete post or ask group mod to edit. | None |
| Email address for contact list address book | Adding the address to another Saved Reply | email address: email_relay@freecycle.org | None |
| Email reply not delivered (reply going to Freecycle) | Member says that they replied to a post email and got an "undeliverable" message back | Finding the correct email address in the body of the post, copying and pasting it into the TO field of the reply email | None |
| Email settings changed (bounced) | Member says that email preference settings changed without their knowledge | Adding Freecycle email address to contact list; re-setting email preferences. Must be logged in to do this. | Change email preferences |
| Facebook login | Member wants to log in with Facebook. Must have signed up directly on Freecycle.org first. | Setting up Facebook login; changing username from Facebook assigned number the next time the member logs in | Signup |
| Forward to Deron | Only used by the Team Lead unless otherwise advised | None | None |
| Forward to GOA | Member message needs to be forwarded to their area GOA | Generic template; add specifics related to the issue reported in the message | None |
| How will I get responses to my post? | Member asks how they will get responses to post or says that they have not received any responses | None | None |
| How to use Freecycle URL | We want to provide an overview of how to use the Freecycle.org website | link to the member FAQ wiki section on how to use Freecycle.org | Signup" |
| Hyphen in email address | Member has difficulty signing up, logging in, or changing password or other My Info information AND their email address contains hyphens/dashes "-", getting message that "email address is already in use". Could be mistaken for a cookie issue. | Explains that the hyphen in email addresses prevent the system from recognizing the entire address. Recommends signing up with another email address. | Can't login |
| Invalid Location error message | Member is unable to make a post, getting the error message "Invalid Location" | Correctly filling in the "What is your approximate location" field in the post; setting default location | Make a post |
| Join group | Member has joined Freecycle but hasn't joined a local group | How to join a group; how many groups a member can join; how to post | Signup |
| Leave group | Member wants to leave a group without joining another group (may have already joined a new group) | How to leave a group from the My Groups tab, Change Settings option | if they want to leave a group and join another, use Change home group & leave a group; Unsubscribe provides instructions for leaving a group too |
| Login URL | Inserting the main Freecycle URL for logging in into another saved reply | None | None |
| Make a post | Member asks how to post or member sends what looks like a post to the Help mailbox | Step by step instructions for creating a post. Member must be logged in to do this. | Signup; Join group |
| Message forwarded to GOA | Responding to a member to let them know that we have forwarded their message to their area GOA | None | Forward to GOA is the message to use when forwarding a Member's message to a GOA |
| Moderator not responding | Member tells us they have emailed their local group moderator and not had a response | Contacting moderators via the Freecycle website; requests details about the group (town, state/province, country) so the message can be forwarded to area GOA | Contact local group moderator; Moderator Volunteer |
| Moderator Volunteer | Member tells us they have tried to respond to a recruitment email for new moderators for their local group but have received an "undeliverable" message or the mods have not responded | Contacting moderators via the Freecycle website, providing the completed questionnaire | Contact local group moderator; Moderator not responding |
| New home group & leave a group | Member wants to leave a group, usually because they are moving/have moved | Leaving a group; joining a new group; setting a new Home group | If you are not sure whether the member wants to unsubscribe from emails, leave a group, or quit Freecycle altogether, use Unsubscribe |
| No account but receiving emails | Non-member (no active Freecycle account) reports receiving emails from Freecycle | Check the TO field of the email to see if it is coming from email_relay@freecycle.org; forwarding a recent email so we can investigate where it is coming from | Not Freecycle... (Freegle), (Trash Nothing), (Yahoo Group) |
| Not Freecycle (Freegle) | Member or non-member provides example of an email from Freegle | Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization | No account but receiving emails |
| Not Freecycle (Trash Nothing) | Member or non-member provides example of an email from Trash Nothing | Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization | No account but receiving emails |
| Not Freecycle (Yahoo Group) | Member or non-member provides example of an email from a Yahoo Group | Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization | No account but receiving emails |
| Not receiving emails or email preferences changed (bounced) | Member tells us that they stopped receiving emails or that their email preferences changed without their knowledge | Explanation that email preferences change when member's email provider marks Freecycle emails as spam and "bounces" them; adding Freecycle email address to contact list to prevent Freecycle emails being marked as spam | If the member does not have an active Freecycle account, use Account bounced deleted |
| Password reset issue | Member reports problem with password reset but doesn't provide details, OR has requested a password reset but hasn't received the email OR is not able to get to the form to request a password reset | Clearing cookies; checking spam folder for password reset email; adding Freecycle email address to contact list | Cookies |
| Photo not posting | Member reports that they have added a photo to a post but photo doesn't appear online with the post. | Explains that we are experiencing intermittent issues with photos; recommends trying again late or with different device | Post photo; Photo not uploading |
| Photo orientation | Member reports that photos are appearing sideways or upside-down | Explains that there is a glitch with the Freecycle website; recommends rotating the device when taking the photo | Post photo |
| Photo not uploading | Member reports that they are unable to attach a photo to a post | Explains that we are experiencing intermittent issues with photos; recommends trying again late or with different device | Post photo; Photo not posting |
| Popups | Member reports excessive and/or inappropriate popup ads on the Freecycle website | Notes that these ads are not coming from Freecycle; recommends clearing cookies and installing a popup blocker | None |
| Post photo | Member asks how to include a photo in their post | Step by step instructions for uploading a photo when making a post or afterwards in My Posts | Photo orientation, Photo not uploading or posting |
| Posts not posting | Member reports that they have made a post but have not received a post email or cannot find the post on the Freecycle website | Checking My Posts to see if it is Pending Mod Approval; paging through the group posts to find the post; contact moderators | Contact local group moderator |
| Public Help email address | Adding the Freecycle Help email address to another saved reply; asking a Member to forward an email to us | just the email address: help@freecycle.org | None |
| Received Admin | Member says they received a message from local mods but they didn't make a post that breaks the rule being described. Many times the Admins don't provide any context or indication that it's a general announcement and members think it's directed at them specifically. | Explanation that it's a general Admin and can be ignored if the member hasn't done what is described; direction to contact local group moderator. | Contact local group moderator |
| Reply respond to post | Member asks how to reply to a post they are interested in. | Instructions for the three ways to respond to a post: Reply by email, Reply Online (from email), Reply on the Website | None |
| Request Entity too large (error 413) | Member receives this error message when trying to upload a photo with a post. | Explanation of the error message, the maximum photo size allowed, and links to websites explaining how to resize a photo. | Resize a Photo |
| Reset Password | Member reports they forgot password. | Instructions for how to request a password reset; instructions to add email_relay@freecycle.org to their contact list to prevent reset email from being marked as spam. | Can't login |
| Resize a Photo | Member receives an error message when trying to upload a photo with a post. | Explanation of the maximum photo size allowed and links to websites explaining how to resize a photo. | Request Entity too large (error 413) |
| Scam spam more info needed | Member reports a scam, spam or inappropriate post but doesn't provide enough details for us to investigate or pass onto Spam Control. | Instruction not to reply to message and request for more details about the post, member and message. | Scam spam notification with info; Scam spam post removed |
| Scam spam notification with info | Member reports a scam, spam or inappropriate post and provides details we can pass onto Spam Control | Instruction not to reply to message and note that we will forward to Spam Control to handle | Scam spam more info needed; Scam spam post removed |
| Scam spam post removed | Member reports a scam, spam or inappropriate post. We have checked and find that the post has been removed and member "zapped" by Spam Control. | Instruction not to reply to message and note that Spam Control has removed the post and member account. | Scam spam more info needed; Scam spam notification with info |
| Signup | Non-member asks how to sign up; Non-member sends a message with the text of a post they want to make. | Instructions for signing up, joining a group, making a post, and adding email_relay@freecycle.org to their contact list to prevent reset email from being marked as spam. | Make a post, Join group |
| Site issue | Member reports a temporary technical issue that we know about | Explanation that there is an issue and the tech team is working on it. Can be customized to a particular issue. | None |
| Partnership service proposal | We receive request about a potential service or partnership and it doesn't look like spam. | Should be used only by the Team Lead, who will make a determination about whether it should be passed on. We ignore most of these. Note that we have passed the message on to Freecycle leadership. | None |
| Start new group | Member or Non-member reports there is no group in their area or wants to start a specialized group. | Instruction to check existing groups and if no local group found, complete online form. | Join Group |
| Taken or received email not received | Member reports that they have not received an individual email showing their post was marked Taken or Received | Explanation that Taken and Received notifications are only included in email digests and not in individual emails | Make a post |
| Thanks | Member reports that the solution provided worked | Note of thanks for letting us know they were able to do what they wanted to do. | None |
| Unsubscribe | Member sends a generic "unsubscribe" request | Explains three options: delete account, change email preferences, leave a group with instructions for self-service or request for us to handle. | Change email preferences; Change home group & leave a group |
| Waiting for group membership to be approved | Member reports that they joined a group and their membership is pending or waiting to be approved. | Explains that some groups require mod approval for new members; directs member to contact local group mods | Join group |
| Whitelist on gmail URL | Member using gmail has added email_relay@freecycle.org to gmail contact list but still not receiving emails OR account repeatedly bounced and/or deleted. | URL with instructions for adding a domain or email address to gmail whitelist. | Not receiving emails or email preferences changed (bounced); Account bounced deleted; Why was my account deleted? |
| Why was my account deleted? | Member has recreated deleted account and asks why it was deleted. | Explanation that email providers mark messages as spam and we follow automated procedure to reduce number of emails sent and finally delete account. Instruction to add email_relay@freecycle.org to contact list. | Whitelist on gmail URL; Not receiving emails or email preferences changed (bounced); Account bounced deleted |
