Difference between revisions of "InfoTeamManual:Member Support Team:Saved Reply List"
From FreecycleFAQ
| [checked revision] | [checked revision] |
| Line 14: | Line 14: | ||
|Member says they had an account in the past but it has "disappeared" | |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 | |Explanation of why account was deleted; instructions for signing up and preventing this in the future | ||
| − | |'''Signup''' | + | |'''Signup'''; '''Not receiving emails or email preferences changed (bounced)''' |
|- | |- | ||
|'''Account removal acknowledgement''' | |'''Account removal acknowledgement''' | ||
| Line 61: | Line 61: | ||
|For full Cookies explanation and instructions, use '''Cookies''' | |For full Cookies explanation and instructions, use '''Cookies''' | ||
|- | |- | ||
| − | |Clear cookies in Google Chrome URL | + | |'''Clear cookies in Google Chrome URL''' |
|Member needs to clear cookies from Chrome browser; member wants to clear just Freecycle cookies from Chrome | |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 | |Step-by-step instructions for clearing cookies in Google Chrome | ||
| Line 85: | Line 85: | ||
|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''' | ||
| + | |- | ||
| + | |'''Data Privacy Policy''' | ||
| + | |Member requests information about the Freecycle Privacy Policy | ||
| + | |Link to Privacy page on the Freecycle website | ||
| + | |None | ||
|- | |- | ||
|'''Donation funds use explanation''' | |'''Donation funds use explanation''' | ||
| Line 161: | Line 166: | ||
|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 | |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 | + | |'''Login URL''' |
| − | | | + | |Inserting the main Freecycle URL for logging in into another saved reply |
| − | | | + | |None |
| − | | | + | |None |
|- | |- | ||
| − | |Make a post | + | |'''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''' |
|- | |- | ||
| − | |Member Public Help email address | + | |'''Member Public Help email address''' |
| − | | | + | |Adding the Freecycle Help email address to another saved reply; asking a Member to forward an email to us |
| − | | | + | |None |
| − | | | + | |None |
|- | |- | ||
| − | |Message forwarded to GOA | + | |'''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 | + | |'''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 | + | |'''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''' |
|- | |- | ||
| − | |No account but receiving emails | + | |'''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) | + | |'''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) | + | |'''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) | + | |'''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 or changed | + | |'''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 | + | |'''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 uploading or posting | + | |'''Photo not uploading or posting''' |
| − | | | + | |Member reports that they have added a photo to a post but photo doesn't appear online with the post OR 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 orientation | + | |'''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''' |
|- | |- | ||
| − | |Popups | + | |'''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 | + | |'''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 | + | |'''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''' | |
| − | |||
| − | |||
| − | |||
| − | |||
| − | | | ||
|- | |- | ||
|Received Admin | |Received Admin | ||
Revision as of 01:16, 20 July 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 | None | 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 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 |
| 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 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 |
| 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 |
| 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 |
| 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 |
| Member Public Help email address | Adding the Freecycle Help email address to another saved reply; asking a Member to forward an email to us | None | None |
| 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 |
| 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 uploading or posting | Member reports that they have added a photo to a post but photo doesn't appear online with the post OR 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 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 |
| 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 |
| Received Admin | b | c | d |
| Reply respond to post | b | c | d |
| Request Entity too large (error 413) | b | c | d |
| Reset Password | b | c | d |
| Signup | b | c | d |
| Site issue | b | c | d |
| Spam or Scam report | b | c | d |
| Sponsor partnership proposal | b | c | d |
| Start new group | b | c | d |
| Thanks | b | c | d |
| Unsubscribe | b | c | d |
| Waiting for group membership to be approved | b | c | d |
| Whitelist on gmail | b | c | d |
| Why was my account deleted? | b | c | d |
| a | b | c | d |
| a | b | c | d |
| a | b | c | d |
