InfoTeamManual:Member Support Team:Saved Reply List

Saved Reply Title List

this list is being updated and moved to a spreadsheet that will make it easer to sort and search as needed. Spreadsheet is here: https://docs.google.com/spreadsheets/d/1rsp22GIrSvmcfN2_KajMt4ArmANFwclTWdQRwJn-HcM/edit#gid=0

Last updated December 21, 2020


Here's the current list of Saved Replies and Help Scout Knowledge Base articles with notes about what each covers.
Helpful hint: hit control/F on your keyboard to search for the answer you need.

Saved Reply	Use When	Instructions included	Related/Similar Replies	Revise for FC 3.0?	Link to knowledge base article (for 3.0 only)
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); Prevent Freecycle email from going to spam	No	https://freecycle.helpscoutdocs.com/article/63-account-deleted
Advertise	We receive a question about how to advertise on the Freecycle website or become a Sponsor	Signing up for Google Ads	None	No	https://freecycle.helpscoutdocs.com/article/134-advertise-on-freecycle-org
Asking for Credit Card	User reports being asked for a credit card to sign up.	We don't ask for credit card; user probably clicked on an ad or pop-up	None	No
Blackmail email scam hack	Member reports receiving a scam/spam email threatening blackmail with webcam videos and referencing email and password used for Freecycle.	Link to info about this scam, recommendations for prevention including changing password, not using the same password for multiple sites, not reusing old password, installing password manager	None	No	https://freecycle.helpscoutdocs.com/article/151-block-and-unblock-a-friend
Budget/tax documentation	Member who is considering donating requests information about Freecycle budget or tax documentation	Link to this info on freecycle.org	None	No
Can't join additional groups	Member reports that they are unable to join additional groups	Limit on number of groups a member can join: helps protect against spam and encourages local giving. Need to leave a group to join more.	Join a group	No	https://freecycle.helpscoutdocs.com/article/24-system-wont-let-me-join-more-groups-too-many-groups
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	DONE	https://freecycle.helpscoutdocs.com/article/15-cant-log-in
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)	DONE	https://freecycle.helpscoutdocs.com/article/51-change-email-preference-settings
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.	DONE	https://freecycle.helpscoutdocs.com/article/48-change-my-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	DONE	https://freecycle.helpscoutdocs.com/article/52-change-registered-email-address
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	Yes - can't do it yet. Delete is not enabled on 3.0	https://freecycle.helpscoutdocs.com/article/49-change-my-username
Clear cookies from phone	Member experiences loop back to login screen or login info is not recognized and we have confirmed there is an account. Member is using a phone to access Freecycle.org.	Links to instructions for iPhone and Android	Cookies	No	https://freecycle.helpscoutdocs.com/article/21-username-password-not-recognized-cookies
Clear cookies from specific browsers	Member needs to clear cookies and we know which browser they are using. Copy/paste the appropriate link into your reply.	Links to step-by-step instructions for clearing cookies in several popular browsers.	Cookies	No	N/A
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	No	N/A
Consent form to use private details	Popup appears for members in certain geographical areas (Europe, UK, California) asking for permission to deliver customized ads.	Confirms this is a legitimate request and agree or disagree response will not affect the ability to access Freecycle.org.	NONE	DONE
Contact local group moderator (bcc GOA if appropriate)	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 OR they have a complaint or concern about a moderator. For the latter two, BCC the area GOA or forward the message to the area GOA.	Provides instructions for contacting Mods via the Freecycle website. Member must be able to log in to do this.	Use Mod volunteer and BCC the GOA when the member is trying to submit application to be a moderator	DONE	https://freecycle.helpscoutdocs.com/article/54-contact-local-moderators
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 links to websites that describes how to remove cookies from several popular browsers and phones	Can't Login; if there is a hyphen/dash "-" in the member's email address, see Hyphen in email address	No	https://freecycle.helpscoutdocs.com/article/21-username-password-not-recognized-cookies
COVID Concerns (forward to GOA as an FYI)	Member expresses concern that the local group is open OR not open during lockdown	Explains that local mods make the decision about whether to close or limit posts, recommends contacting the mods directly. Forward to GOA as an FYI. If member has already contacted the mod, forward to GOA for action.
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	Yes. Don't know yet how this will work in 3.0.	https://freecycle.helpscoutdocs.com/article/137-post-to-multiple-town-groups
Data Privacy Policy	Member requests information about the Freecycle Privacy Policy	Link to Privacy page on the Freecycle website	None	Yes if new URL	https://freecycle.helpscoutdocs.com/article/111-freecycle-privacy-policy
Delete remove post	Member requests instructions for removing or deleting a post	Instructions for deleting a post or marking a post as Taken	Photo uploaded but not displaying on website	DONE	https://freecycle.helpscoutdocs.com/article/123-manage-post
Don't like a particular ad	Member complains about the content of an ad in our Google Ads spaces (where the ad is not in violation of our guidelines)	Explains how to get rid of the ad & tell Google about preferences
Donate or disable ad blocker message	Member complains about the Donate popup	Explains how to close the popup by donating or turning off ad blocker
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	No	This info is in the About link and the Donate link in the page footer
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	No	This info is in the Donate link in the page footer
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	Yes - need to see how this works in 3.0	Need to see what the error message is and how the site behaves
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	DONE	https://freecycle.helpscoutdocs.com/article/123-manage-post
Email address for contact list address book	Adding the address to another Saved Reply	email address: email_relay@freecycle.org	None	No	N/A
Email address not accepted (hyphen)	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, Signup	No	https://freecycle.helpscoutdocs.com/article/133-problem-with-signup
Email not reaching other members	Member reports that they are replying to other members' emails but they suspect their mail is not reaching the other members.	Explains that once messaging is outside FC email system, we can't track it and offers Reply Online as alternative to reply by email.	None	No	Need to do one
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	No	https://freecycle.helpscoutdocs.com/article/66-email-not-delivered
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	DONE	https://freecycle.helpscoutdocs.com/article/68-not-receiving-freecycle-emails
Email settings changed (provider blocking)	Member says that email preference settings changed without their knowledge. Their email provider is one we know is blocking our mail OR we've received a mail failure message that indicates the provider is blocking us.	Notifies the member that their provider may be blocking us. You can assign the message to the TL to send reply from the alternate gmail account.	Change email preferences, Email settings changed (bounced)	DONE
Facebook signup login	Member reports Facebook signup or login fails.	Explains the FB signup and login are no longer supported.	Signup	Yes
Forward to Deron	Decision tree indicates we should forward a message to Deron	None	None	No	N/A
Forward to GOA (ADD GROUP NAME TO SUBJECT)	Member message needs to be forwarded to their area GOA, based on the decision tree.	Add group name, member name and brief description of the issue. Put the Group name in the subject line of your forwarded message.	None	No	N/A
Forward to GOA Coordinator	Member reports that GOA hasn't contacted them or the issue is extremely serious, based on the Decision Tree. Forward the entire message thread to Jakkie.	Add group name, member name and brief description of the issue. Put the Group name in the subject line of your forwarded message if it's not already there. Forward go goacoordinator@freecycle.org.	Forward to GOA	No	N/A
How does Freecycle work?	Non-member asks how Freecycle works or asks how to donate or give away items	Brief explanation of Freecycle and instructions for signing up, joining local group and posting	Signup	Yes	Need to do
How to delete account	Member asks for instructions on deleting account.	Step by step instructions for completely deleting account. If they can't do it themselves, the TL can do it for them. See Unsubscribe if it is not clear that complete accouont deletion is what is wanted.	Unsubscribe, Leave a group	Yes
How to use Freecycle URL	You want to add a link to the Member FAQ that gives an overview of Freecycle.	Link to the Member FAQ that shows how to do basic things in Freecycle.org.	Signup, How does Freecycle work?	Yes	Need to do
How will I get responses replies to my post?	Member asks how they will get responses to post or says that they have not received any responses	None	None	DONE	https://freecycle.helpscoutdocs.com/article/55-view-and-respond-to-post-replies
Incorrect Info in Login Box	Member sees old or incorrect information in the login box.	Gives instructions for clearing the fields before entering the correct info.	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	Yes. Need to see how this is handled on 3.0	Not sure yet whether this will be an error on the new site & what form it will take
Is donation email legitimate	Member received an email asking for donation and wants to confirm it's a legitimate request	Confirms it's legit, thanks for considering donation
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	DONE. needs updating when I see what happens when membership is pending approval.	https://freecycle.helpscoutdocs.com/article/26-join-a-group
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 New home group & leave a group; Unsubscribe provides instructions for leaving a group too	DONE	https://freecycle.helpscoutdocs.com/article/28-leave-a-town-group
Link to 3.0 Sneak Peek	You want to reassure a member that an issue they reported will be handled in the next version of Freecycle.org.	Link to the Knowledge Base document with a brief description and screen shot of the new website.	Any	DONE	N/A
Login URL	Inserting the main Freecycle URL for logging in into another saved reply	None	None	Yes. Need to make sure URLs are consistent across KB docs and saved replies	N/A
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	DONE	https://freecycle.helpscoutdocs.com/article/30-make-a-post
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	No	N/A
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 or is just sending an offer to volunteer. If you can tell which group or GOA area this is for, BCC or forward to the GOA as well.	Contacting moderators via the Freecycle website, providing the completed questionnaire	Contact local group moderator, Forward to GOA	DONE	There is a volunteer link in the page footer
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	Use 3.0 Leave Group	https://freecycle.helpscoutdocs.com/article/28-leave-a-town-group
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)	No	https://freecycle.helpscoutdocs.com/article/135-stop-sending-me-email
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	No	https://freecycle.helpscoutdocs.com/article/135-stop-sending-me-email
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	No	https://freecycle.helpscoutdocs.com/article/135-stop-sending-me-email
Not Freecycle (.io, freelist, google)	Member or non-member provides example of an email from a Group on another service.	Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization	No account but receiving emails, Not Freecycle (Trash Nothing), Not Freecycle (Freegle)	No	https://freecycle.helpscoutdocs.com/article/135-stop-sending-me-email
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; Prevent Freecycle email from going to spam	DONE	https://freecycle.helpscoutdocs.com/article/68-not-receiving-freecycle-emails
Not seeing post photos	Member reports that they can't see photos on posts	Two explanations for not seeing photos: (1) there was not photo included in the post; recommendation they ask the member to email a photo (2) they are viewing on email digest, which don't have photos. Instructions for changing email preferences to receive one for each post.	Reply respond to post; Change email preferences	DONE	https://freecycle.helpscoutdocs.com/article/138-not-seeing-photos-in-post-email
Password reset email not received	Member reports they haven't received the password reset email	Checking spam folder for password reset email; adding Freecycle email address to contact list	Password reset issue	No	https://freecycle.helpscoutdocs.com/article/62-password-reset
Password reset form issue	Member reports problem with using the password reset link or form, including look back to login or password reset screen (cookies)	Clearing cookies; checking spam folder for password reset email; adding Freecycle email address to contact list	Cookies	No	https://freecycle.helpscoutdocs.com/article/62-password-reset
Phone screen snapshot	You ask a member to provide a screen shot and they don't know how to do it on their phone	Links to websites that provide instructions for (1) Android phones and (2) iPhones/iPads	None	No	N/A
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	Hopefully won't be a problem	I really hope we won't need this :-)
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 later or with different device	Post photo; Photo uploaded but not displaying on website	hopefully won't be a problem	I really hope we won't need this :-)
Photo uploaded but not displaying on website	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; Delete remove post	hopefully won't be a problem	I really hope we won't need this :-)
Popup Ads pop-up	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	No	https://freecycle.helpscoutdocs.com/article/136-pop-up-ads
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	Wait on this. Photo posting is much more obvious on 3.0. Send Make a Post for full instructions.	https://freecycle.helpscoutdocs.com/article/30-make-a-post
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	The new Make a Post form makes this blindingly obvious, so use Make a Post if there are questions	not sure yet how this will manifest on FC 3.0
Prevent Freecycle email from going to spam	Member reports not getting emails and has already tried adding email_relay@freecycle.org to their contact list	Creating filters in gmail and Yahoo that instruct the system not to send email to spam	Not receiving emails or email preferences changed (bounced); Account bounced deleted	No	https://freecycle.helpscoutdocs.com/article/131-freecycle-email-going-to-spam-folder
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 for help	None	No	https://freecycle.helpscoutdocs.com/article/120-contact-freecycle
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	Yes? Admins will be on the website. Let's wait on this to see what Notifications/admins look like	Need to see more about how this will work on site
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	DONE	https://freecycle.helpscoutdocs.com/article/60-reply-to-posts
Report malicious inappropriate ad	Member reports seeing an advertisement (not a post or popup) that is malicious or inappropriate	Asks member to provide screenshot and the link address of the ad so we can have it blocked	Popups	No	N/A
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	No	Hopefully won't be an issue
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	no	https://freecycle.helpscoutdocs.com/article/129-forgot-password
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)	no	Hopefully won't be an issue
Security Certificate Issue	Member reports being blocked from entering Freecycle.org and seeing a message that our security certificate is out of date.	Make sure member's browser is up to date and provide info about browser and device so we can investigate.		No
Send headers from gmail	When we need to see email headers to determine the source so we can resolve a technical issue.	Instructions for copying and pasting headers into reply email		No
Send headers from Yahoo	When we need to see email headers to determine the source so we can resolve a technical issue.	Instructions for copying and pasting headers into reply email		No
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	DONE	https://freecycle.helpscoutdocs.com/article/40-how-to-sign-up
Signup: can't see not a robot check box	Non-member trying to sign up, can't find the check box. This is most often an issue with Android phones.	Recommendation to close browser and start again or if phone, scroll around until the box displays.	Signup		Hopefully won't need. FC 3.0 will resize to fit screen.
Signup: can't find agree to terms of service check box	Non-member trying to sign up, can't find the check box. This is most often an issue with Android phones.	Recommendation to close browser and start again or if phone, scroll around until the box displays.	Signup		Hopefully won't need. FC 3.0 will resize to fit screen.
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	No	N/A
SiteModHelp and GOA contact info for moderators	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	No	We will be adding a "help" link to Modtools (not sure when)
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	No	N/A
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	Yes. but need to see the final process.	https://freecycle.helpscoutdocs.com/article/61-start-a-new-group
Support@ signup message	New member reports they can't sign in and provides copy of a confirmation message that originated from the email address support @ fc.org. This is an obsolete message sent from a mailbox that shouldn't be sending messages.	Should only be used by the TL, who can issue a new password. Gives new PW and asks member to provide email headers so we can research where these emails are coming from.	Signup
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	DONE	Need to describe how to see this on the site
Temporary password issued (TL only)	TL issues a new password.	New password and instructions to log in and change password.	Can't login, any password reset issue
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	No	N/A
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	DONE	https://freecycle.helpscoutdocs.com/article/43-unsubscribe-me
View email headers in various email programs	We need to ask a member to send us email headers for a suspect or broken email	Provides links to instructions for Yahoo Mail, gmail, Outlook, Hotmail, and iCloud	None	No
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	DONE	https://freecycle.helpscoutdocs.com/article/26-join-a-group
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	No	Not used much. covered by Account Bounced Deleted?