Difference between revisions of "InfoTeamManual:Member Support Team:Saved Reply List"

From FreecycleFAQ
Jump to: navigation, search
[checked revision][checked revision]
Line 13: Line 13:
 
! Instructions included
 
! Instructions included
 
! Related/Similar Replies
 
! Related/Similar Replies
 +
! Revise for FC 3.0?
 
!Link to knowledge base article
 
!Link to knowledge base article
 +
 
|-
 
|-
 
|'''Account bounced deleted'''
 
|'''Account bounced deleted'''
Line 19: Line 21:
 
|Explanation of why account was deleted; instructions for signing up and preventing this in the future
 
|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'''
 
|'''Signup''';  '''Not receiving emails or email preferences changed (bounced)'''; '''Prevent Freecycle email from going to spam'''
 +
|No
 
|-
 
|-
 
|'''Account removal acknowledgement'''
 
|'''Account removal acknowledgement'''
Line 24: Line 27:
 
|NOTE: Only the Team Lead can delete accounts.
 
|NOTE: Only the Team Lead can delete accounts.
 
|None
 
|None
 +
|No
 
|-
 
|-
 
|'''Advertise or Sponsor'''
 
|'''Advertise or Sponsor'''
Line 29: Line 33:
 
|Signing up for Google Ads
 
|Signing up for Google Ads
 
|None
 
|None
 +
|No
 
|-
 
|-
 
|'''Can't login'''
 
|'''Can't login'''
Line 34: Line 39:
 
|Clear cookies and request a password reset
 
|Clear cookies and request a password reset
 
|'''Account Bounced Deleted'''
 
|'''Account Bounced Deleted'''
 +
|Yes
 
|-
 
|-
 
|'''Change email preferences'''
 
|'''Change email preferences'''
Line 39: Line 45:
 
|Changing email preferences in My Groups/Change Settings. Options are: One for each post, Email Digest, or None apart from Admins
 
|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)'''
 
|If their preferences have changed without their knowledge, use '''Not receiving or changed Freecycle emails (bounced)'''
 +
|Yes
 
|-
 
|-
 
|'''Change Password'''
 
|'''Change Password'''
Line 44: Line 51:
 
|Changing password in My Info. Member must be able to log in to do this.
 
|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.
 
|If they cannot log in, use '''Can't Login''' which includes instructions on resetting password.
 +
|Yes
 
|-
 
|-
 
|'''Change registered email address'''  
 
|'''Change registered email address'''  
Line 49: Line 57:
 
|Changing email address in My Info. Member must be logged in to do this.
 
|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'''
 
| If they cannot log in, use in conjunction with '''Can't Login'''
 +
|Yes
 
|-
 
|-
 
|'''Change username'''  
 
|'''Change username'''  
Line 54: Line 63:
 
|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.
 
|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'''
 
|If they cannot log in, use this in combination with '''Can't Login'''
 +
|Yes
 
|-
 
|-
 
|'''Clear cookies in Google Chrome URL'''
 
|'''Clear cookies in Google Chrome URL'''
Line 59: Line 69:
 
|Step-by-step instructions for clearing cookies in Google Chrome
 
|Step-by-step instructions for clearing cookies in Google Chrome
 
|'''Cookies'''
 
|'''Cookies'''
 +
|No
 
|-
 
|-
 
|'''Clear cookies URL'''
 
|'''Clear cookies URL'''
Line 64: Line 75:
 
|Provides a link to a set of instructions for clearing cookies on several popular browsers
 
|Provides a link to a set of instructions for clearing cookies on several popular browsers
 
|For full Cookies explanation and instructions, use '''Cookies'''
 
|For full Cookies explanation and instructions, use '''Cookies'''
 +
|No
 
|-
 
|-
 
|'''Contact info for moderators who need help'''
 
|'''Contact info for moderators who need help'''
Line 69: Line 81:
 
|Email address for Mod Help and instruction to contact their GOA for all non-technical issues
 
|Email address for Mod Help and instruction to contact their GOA for all non-technical issues
 
|None
 
|None
 +
|No
 
|-
 
|-
 
|'''Contact local group moderator'''
 
|'''Contact local group moderator'''
Line 74: Line 87:
 
|Provides instructions for contacting Mods via the Freecycle website. Member must be able to log in to do this.
 
|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
 
|Use '''Mod volunteer''' when the member is trying to submit application to be a moderator
 +
|Yes
 
|-
 
|-
 
|'''Cookies'''
 
|'''Cookies'''
Line 79: Line 93:
 
|Brief explanation of the issues removing cookies will resolve and link to website that describes how to remove cookies from several popular browsers
 
|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'''
 
|'''Can't Login'''; if there is a hyphen/dash "-" in the member's email address, see '''Hyphen in email address'''
 +
|No
 
|-
 
|-
 
|'''Cross Post to multiple groups'''
 
|'''Cross Post to multiple groups'''
Line 84: Line 99:
 
|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
 
|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'''
 
|'''Duplicated post error message'''
 +
|Yes
 
|-
 
|-
 
|'''Data Privacy Policy'''
 
|'''Data Privacy Policy'''
Line 89: Line 105:
 
|Link to Privacy page on the Freecycle website
 
|Link to Privacy page on the Freecycle website
 
|None
 
|None
 +
|Yes if new URL
 
|-
 
|-
 
|'''Delete remove post'''
 
|'''Delete remove post'''
Line 94: Line 111:
 
|Instructions for deleting a post or marking a post as Taken
 
|Instructions for deleting a post or marking a post as Taken
 
|'''Photo uploaded but not displaying on website'''
 
|'''Photo uploaded but not displaying on website'''
 +
|Yes
 
|-
 
|-
 
|'''Donation funds use explanation'''
 
|'''Donation funds use explanation'''
Line 99: Line 117:
 
|Provides a link to the explanation on Freecycle.org of how funds donated to Freecycle are used
 
|Provides a link to the explanation on Freecycle.org of how funds donated to Freecycle are used
 
|'''Donation Options'''
 
|'''Donation Options'''
 +
|No
 
|-
 
|-
 
|'''Donation options'''
 
|'''Donation options'''
Line 104: Line 123:
 
|Provides four options: PayPal, Freecycle website (also via PayPal), Facebook, and mail
 
|Provides four options: PayPal, Freecycle website (also via PayPal), Facebook, and mail
 
|'''Donation funds use explanation'''
 
|'''Donation funds use explanation'''
 +
|No
 
|-
 
|-
 
|'''Duplicated post error message'''
 
|'''Duplicated post error message'''
Line 109: Line 129:
 
|Clicking through the error message will allow the post to go through
 
|Clicking through the error message will allow the post to go through
 
|'''Cross Post to multiple groups'''
 
|'''Cross Post to multiple groups'''
 +
|Yes
 
|-
 
|-
 
|'''Edit post'''
 
|'''Edit post'''
Line 114: Line 135:
 
|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.
 
|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
 
|None
 +
|Yes
 
|-
 
|-
 
|'''Email address for contact list address book'''
 
|'''Email address for contact list address book'''
Line 119: Line 141:
 
|email address: email_relay@freecycle.org
 
|email address: email_relay@freecycle.org
 
|None
 
|None
 +
|No
 
|-
 
|-
 
|'''Email reply not delivered (reply going to Freecycle)'''
 
|'''Email reply not delivered (reply going to Freecycle)'''
Line 124: Line 147:
 
|Finding the correct email address in the body of the post, copying and pasting it into the TO field of the reply email
 
|Finding the correct email address in the body of the post, copying and pasting it into the TO field of the reply email
 
|None
 
|None
 +
|Yes
 
|-
 
|-
 
|'''Email settings changed (bounced)'''
 
|'''Email settings changed (bounced)'''
Line 129: Line 153:
 
|Adding Freecycle email address to contact list; re-setting email preferences. Must be logged in to do this.
 
|Adding Freecycle email address to contact list; re-setting email preferences. Must be logged in to do this.
 
|'''Change email preferences'''
 
|'''Change email preferences'''
 +
|Yes
 
|-
 
|-
 
|'''Facebook login'''
 
|'''Facebook login'''
Line 134: Line 159:
 
|Setting up Facebook login; changing username from Facebook assigned number the next time the member logs in
 
|Setting up Facebook login; changing username from Facebook assigned number the next time the member logs in
 
|'''Signup'''
 
|'''Signup'''
 +
|Yes
 
|-
 
|-
 
|'''Forward to Deron'''
 
|'''Forward to Deron'''
Line 139: Line 165:
 
|None
 
|None
 
|None
 
|None
 +
|No
 
|-
 
|-
 
|'''Forward to GOA'''
 
|'''Forward to GOA'''
Line 144: Line 171:
 
|Generic template; add specifics related to the issue reported in the message
 
|Generic template; add specifics related to the issue reported in the message
 
|None
 
|None
 +
|No
 
|-
 
|-
 
|'''How will I get responses to my post?'''
 
|'''How will I get responses to my post?'''
Line 149: Line 177:
 
|None
 
|None
 
|None
 
|None
 +
|Yes
 
|-
 
|-
 
|'''How to use Freecycle URL'''
 
|'''How to use Freecycle URL'''
Line 154: Line 183:
 
|link to the member FAQ wiki section on how to use Freecycle.org
 
|link to the member FAQ wiki section on how to use Freecycle.org
 
|'''Signup"
 
|'''Signup"
 +
|Yes
 
|-
 
|-
 
|'''Hyphen in email address'''
 
|'''Hyphen in email address'''
Line 159: Line 189:
 
|Explains that the hyphen in email addresses prevent the system from recognizing the entire address. Recommends signing up with another email address.
 
|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'''
 
|'''Can't login'''
 +
|No
 
|-
 
|-
 
|'''Invalid Location error message'''
 
|'''Invalid Location error message'''
Line 164: Line 195:
 
|Correctly filling in the "What is your approximate location" field in the post; setting default location
 
|Correctly filling in the "What is your approximate location" field in the post; setting default location
 
|'''Make a post'''
 
|'''Make a post'''
 +
|Yes
 
|-
 
|-
 
|'''Join group'''
 
|'''Join group'''
Line 169: Line 201:
 
|How to join a group; how many groups a member can join; how to post
 
|How to join a group; how many groups a member can join; how to post
 
|'''Signup'''
 
|'''Signup'''
 +
|Yes
 
|-
 
|-
 
|'''Leave group'''
 
|'''Leave group'''
Line 174: Line 207:
 
|How to leave a group from the My Groups tab, Change Settings option
 
|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
 
|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
 +
|Yes
 
|-
 
|-
 
|'''Login URL'''
 
|'''Login URL'''
Line 179: Line 213:
 
|None
 
|None
 
|None
 
|None
 +
|Yes - if URL changes
 
|-
 
|-
 
|'''Make a post'''
 
|'''Make a post'''
Line 184: Line 219:
 
|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'''
 +
|Yes
 
|-
 
|-
 
|'''Message forwarded to GOA'''
 
|'''Message forwarded to GOA'''
Line 189: Line 225:
 
|None
 
|None
 
|'''Forward to GOA''' is the message to use when forwarding a Member's message to a GOA
 
|'''Forward to GOA''' is the message to use when forwarding a Member's message to a GOA
 +
|No
 
|-
 
|-
 
|'''Moderator not responding'''
 
|'''Moderator not responding'''
Line 194: Line 231:
 
|Contacting moderators via the Freecycle website; requests details about the group (town, state/province, country) so the message can be forwarded to area GOA
 
|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'''
 
|'''Contact local group moderator'''; '''Moderator Volunteer'''
 +
|No
 
|-
 
|-
 
|'''Moderator Volunteer'''
 
|'''Moderator Volunteer'''
Line 199: Line 237:
 
|Contacting moderators via the Freecycle website, providing the completed questionnaire
 
|Contacting moderators via the Freecycle website, providing the completed questionnaire
 
|'''Contact local group moderator'''; '''Moderator not responding'''
 
|'''Contact local group moderator'''; '''Moderator not responding'''
 +
|Yes?
 
|-
 
|-
 
|'''New home group & leave a group'''  
 
|'''New home group & leave a group'''  
Line 204: Line 243:
 
|Leaving a group; joining a new group; setting a new Home group
 
|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'''
 
|If you are not sure whether the member wants to unsubscribe from emails, leave a group, or quit Freecycle altogether, use '''Unsubscribe'''
 +
|Yes
 
|-
 
|-
 
|'''No account but receiving emails'''
 
|'''No account but receiving emails'''
Line 209: Line 249:
 
|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
 
|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), (Trash Nothing), (Yahoo Group)'''
 +
|No
 
|-
 
|-
 
|'''Not Freecycle (Freegle)'''
 
|'''Not Freecycle (Freegle)'''
Line 214: Line 255:
 
|Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization
 
|Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization
 
|'''No account but receiving emails'''
 
|'''No account but receiving emails'''
 +
|No
 
|-
 
|-
 
|'''Not Freecycle (Trash Nothing)'''
 
|'''Not Freecycle (Trash Nothing)'''
Line 219: Line 261:
 
|Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization
 
|Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization
 
|'''No account but receiving emails'''
 
|'''No account but receiving emails'''
 +
|No
 
|-
 
|-
 
|'''Not Freecycle (Yahoo Group)'''
 
|'''Not Freecycle (Yahoo Group)'''
Line 224: Line 267:
 
|Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization
 
|Explanation that this is a separate organization from Freecycle; recommendation to contact the other organization
 
|'''No account but receiving emails'''
 
|'''No account but receiving emails'''
 +
|No
 
|-
 
|-
 
|'''Not receiving emails or email preferences changed (bounced)'''
 
|'''Not receiving emails or email preferences changed (bounced)'''
Line 229: Line 273:
 
|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
 
|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'''
 
|If the member does not have an active Freecycle account, use '''Account bounced deleted'''; '''Prevent Freecycle email from going to spam'''
 +
|Yes
 
|-
 
|-
 
|'''Not seeing post photos'''
 
|'''Not seeing post photos'''
Line 234: Line 279:
 
|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.
 
|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'''
 
|'''Reply respond to post'''; '''Change email preferences'''
 +
|Yes
 
|-
 
|-
 
|'''Password reset issue'''
 
|'''Password reset issue'''
Line 239: Line 285:
 
|Clearing cookies; checking spam folder for password reset email; adding Freecycle email address to contact list
 
|Clearing cookies; checking spam folder for password reset email; adding Freecycle email address to contact list
 
|'''Cookies'''
 
|'''Cookies'''
 +
|No
 
|-
 
|-
 
|'''Phone screen snapshot'''
 
|'''Phone screen snapshot'''
Line 244: Line 291:
 
|Links to websites that provide instructions for (1) Android phones and (2) iPhones/iPads
 
|Links to websites that provide instructions for (1) Android phones and (2) iPhones/iPads
 
|None
 
|None
 +
|No
 
|-
 
|-
 
|'''Photo orientation'''
 
|'''Photo orientation'''
Line 249: Line 297:
 
|Explains that there is a glitch with the Freecycle website; recommends rotating the device when taking the photo
 
|Explains that there is a glitch with the Freecycle website; recommends rotating the device when taking the photo
 
|'''Post photo'''
 
|'''Post photo'''
 +
|Yes. hopefully won't be a problem
 
|-
 
|-
 
|'''Photo not uploading'''
 
|'''Photo not uploading'''
Line 254: Line 303:
 
|Explains that we are experiencing intermittent issues with photos; recommends trying again later or with different device
 
|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'''
 
|'''Post photo'''; '''Photo uploaded but not displaying on website'''
 +
|Yes. hopefully won't be a problem
 
|-
 
|-
 
|'''Photo uploaded but not displaying on website'''
 
|'''Photo uploaded but not displaying on website'''
Line 259: Line 309:
 
|Explains that we are experiencing intermittent issues with photos; recommends trying again late or with different device
 
|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'''
 
|'''Post photo'''; '''Photo not uploading'''; '''Delete remove post'''
 +
|Yes. hopefully won't be a problem
 
|-
 
|-
 
|'''Popups'''
 
|'''Popups'''
Line 264: Line 315:
 
|Notes that these ads are not coming from Freecycle; recommends clearing cookies and installing a popup blocker
 
|Notes that these ads are not coming from Freecycle; recommends clearing cookies and installing a popup blocker
 
|None
 
|None
 +
|No
 
|-
 
|-
 
|'''Post photo'''
 
|'''Post photo'''
Line 269: Line 321:
 
|Step by step instructions for uploading a photo when making a post or afterwards in My Posts
 
|Step by step instructions for uploading a photo when making a post or afterwards in My Posts
 
|'''Photo orientation''', '''Photo not uploading or posting'''
 
|'''Photo orientation''', '''Photo not uploading or posting'''
 +
|Yes
 
|-
 
|-
 
|'''Posts not posting'''
 
|'''Posts not posting'''
Line 274: Line 327:
 
|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'''
 +
|Yes
 
|-
 
|-
 
|'''Prevent Freecycle email from going to spam'''
 
|'''Prevent Freecycle email from going to spam'''
Line 279: Line 333:
 
|Creating filters in gmail and Yahoo that instruct the system not to send email to spam
 
|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'''
 
|'''Not receiving emails or email preferences changed (bounced)'''; '''Account bounced deleted'''
 +
|No
 
|-
 
|-
 
|'''Public Help email address'''
 
|'''Public Help email address'''
Line 284: Line 339:
 
|just the email address: help@freecycle.org
 
|just the email address: help@freecycle.org
 
|None
 
|None
 +
|No
 
|-
 
|-
 
|'''Received Admin'''
 
|'''Received Admin'''
Line 289: Line 345:
 
|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.
 
|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'''
 
|'''Contact local group moderator'''
 +
|Yes? Admins will be on the website
 
|-
 
|-
 
|'''Reply respond to post'''
 
|'''Reply respond to post'''
Line 294: Line 351:
 
|Instructions for the three ways to respond to a post: Reply by email, Reply Online (from email), Reply on the Website
 
|Instructions for the three ways to respond to a post: Reply by email, Reply Online (from email), Reply on the Website
 
|None
 
|None
 +
|Yes
 
|-
 
|-
 
|'''Request Entity too large (error 413)'''
 
|'''Request Entity too large (error 413)'''
Line 299: Line 357:
 
|Explanation of the error message, the maximum photo size allowed, and links to websites explaining how to resize a photo.
 
|Explanation of the error message, the maximum photo size allowed, and links to websites explaining how to resize a photo.
 
|'''Resize a Photo'''
 
|'''Resize a Photo'''
 +
|No
 
|-
 
|-
 
|'''Reset Password'''
 
|'''Reset Password'''
Line 304: Line 363:
 
|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.
 
|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'''
 
|'''Can't login'''
 +
|Yes
 
|-
 
|-
 
|'''Resize a Photo'''
 
|'''Resize a Photo'''
Line 309: Line 369:
 
|Explanation of the maximum photo size allowed and links to websites explaining how to resize a photo.
 
|Explanation of the maximum photo size allowed and links to websites explaining how to resize a photo.
 
|'''Request Entity too large (error 413)'''
 
|'''Request Entity too large (error 413)'''
 +
|Yes?
 
|-
 
|-
 
|'''Scam spam selling more info needed'''
 
|'''Scam spam selling more info needed'''
Line 314: Line 375:
 
|Instruction not to reply to message and request for more details about the post, member and message.
 
|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'''; '''Scam spam post removed'''
 +
|No
 
|-
 
|-
 
|'''Scam spam notification with info'''
 
|'''Scam spam notification with info'''
Line 319: Line 381:
 
|Instruction not to reply to message and note that we will forward to Spam Control to handle
 
|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 more info needed'''; '''Scam spam post removed'''
 +
|No
 
|-
 
|-
 
|'''Scam spam post removed'''
 
|'''Scam spam post removed'''
Line 324: Line 387:
 
|Instruction not to reply to message and note that Spam Control has removed the post and member account.
 
|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'''
 
|'''Scam spam more info needed'''; '''Scam spam notification with info'''
 +
|No
 
|-
 
|-
 
|'''Signup'''
 
|'''Signup'''
Line 329: Line 393:
 
|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.
 
|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'''
 
|'''Make a post''', '''Join group'''
 +
|Yes
 
|-
 
|-
 
|'''Site issue'''
 
|'''Site issue'''
Line 334: Line 399:
 
|Explanation that there is an issue and the tech team is working on it. Can be customized to a particular issue.
 
|Explanation that there is an issue and the tech team is working on it. Can be customized to a particular issue.
 
|None
 
|None
 +
|No
 
|-
 
|-
 
|'''Partnership service proposal'''
 
|'''Partnership service proposal'''
Line 339: Line 405:
 
|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.
 
|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
 
|None
 +
|No
 
|-
 
|-
 
|'''Start new group'''
 
|'''Start new group'''
Line 344: Line 411:
 
|Instruction to check existing groups and if no local group found, complete online form.
 
|Instruction to check existing groups and if no local group found, complete online form.
 
|'''Join Group'''
 
|'''Join Group'''
 +
|Yes
 
|-
 
|-
 
|'''Taken or received email not received'''
 
|'''Taken or received email not received'''
Line 349: Line 417:
 
|Explanation that Taken and Received notifications are only included in email digests and not in individual emails  
 
|Explanation that Taken and Received notifications are only included in email digests and not in individual emails  
 
|'''Make a post'''
 
|'''Make a post'''
 +
|Yes
 
|-
 
|-
 
|'''Thanks'''
 
|'''Thanks'''
Line 354: Line 423:
 
|Note of thanks for letting us know they were able to do what they wanted to do.
 
|Note of thanks for letting us know they were able to do what they wanted to do.
 
|None
 
|None
 +
|No
 
|-
 
|-
 
|'''Unsubscribe'''
 
|'''Unsubscribe'''
Line 359: Line 429:
 
|Explains three options: delete account, change email preferences, leave a group with instructions for self-service or request for us to handle.
 
|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'''  
 
|'''Change email preferences'''; '''Change home group & leave a group'''  
 +
|Yes
 
|-
 
|-
 
|'''Waiting for group membership to be approved'''
 
|'''Waiting for group membership to be approved'''
Line 364: Line 435:
 
|Explains that some groups require mod approval for new members; directs member to contact local group mods
 
|Explains that some groups require mod approval for new members; directs member to contact local group mods
 
|'''Join group'''
 
|'''Join group'''
 +
|No
 
|-
 
|-
 
|'''Whitelist on gmail URL'''
 
|'''Whitelist on gmail URL'''
Line 369: Line 441:
 
|URL with instructions for adding a domain or email address to gmail whitelist.  
 
|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?'''
 
|'''Not receiving emails or email preferences changed (bounced)'''; '''Account bounced deleted'''; '''Why was my account deleted?'''
 +
|No
 
|-
 
|-
 
|'''Why was my account deleted?'''
 
|'''Why was my account deleted?'''
Line 374: Line 447:
 
|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.
 
|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'''
 
|'''Whitelist on gmail URL'''; '''Not receiving emails or email preferences changed (bounced)'''; '''Account bounced deleted'''
 +
|No?
 
|-
 
|-
 
|}
 
|}

Revision as of 00:53, 6 September 2018

Saved Reply Title List
Last updated July 11, 2018


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.

The list of knowledge base docs for Freecycle Groups still on Yahoo Groups can be found here: Yahoo Groups Help Docs

Saved Reply Use When Instructions included Related/Similar Replies Revise for FC 3.0? Link to knowledge base article
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
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 No
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 No
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 Yes
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) Yes
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. Yes
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 Yes
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
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 No
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
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 No
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 Yes
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 No
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
Data Privacy Policy Member requests information about the Freecycle Privacy Policy Link to Privacy page on the Freecycle website None Yes if new URL
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 Yes
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
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
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
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 Yes
Email address for contact list address book Adding the address to another Saved Reply email address: email_relay@freecycle.org None No
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 Yes
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 Yes
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 Yes
Forward to Deron Only used by the Team Lead unless otherwise advised None None No
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 No
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 Yes
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" Yes
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 No
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
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 Yes
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 Yes
Login URL Inserting the main Freecycle URL for logging in into another saved reply None None Yes - if URL changes
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 Yes
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
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 No
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 Yes?
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 Yes
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
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
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
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 No
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 Yes
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 Yes
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 No
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
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 Yes. hopefully won't be a problem
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 Yes. hopefully won't be a problem
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 Yes. hopefully won't be a problem
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 No
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 Yes
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 Yes
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
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 No
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
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 Yes
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
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 Yes
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) Yes?
Scam spam selling more info needed Member reports a scam, spam or inappropriate activity 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 No
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 No
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 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 Yes
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
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
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
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 Yes
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
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 Yes
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 No
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? No
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?
Retrieved from "https://wiki.freecycle.org/index.php?title=InfoTeamManual:Member_Support_Team:Saved_Reply_List&oldid=22142"