InfoTeamManual:Member Support Team:Saved Reply List

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	https://freecycle.helpscoutdocs.com/article/63-account-deleted
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	N/A
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
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	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)	Yes	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.	Yes	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	Yes	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	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 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	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
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	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	Yes	https://freecycle.helpscoutdocs.com/article/123-manage-post
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	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	Yes	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 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	Yes	https://freecycle.helpscoutdocs.com/article/68-not-receiving-freecycle-emails
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	waiting for FB approval to test
Forward to Deron	Only used by the Team Lead unless otherwise advised	None	None	No	N/A
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	N/A
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	https://freecycle.helpscoutdocs.com/article/55-view-and-respond-to-post-replies
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	Not sure what form this will take yet. possibly video.
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	https://freecycle.helpscoutdocs.com/article/133-problem-with-signup
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	Not sure yet whether this will be an error on the new site & what form it will take
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	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	Yes	https://freecycle.helpscoutdocs.com/article/28-leave-a-town-group
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	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 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	Yes
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	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 (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	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	Yes	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	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	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
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	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	Yes	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	Yes	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: help@freecycle.org	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
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	https://freecycle.helpscoutdocs.com/article/60-reply-to-posts
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	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)	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	https://freecycle.helpscoutdocs.com/article/119-reporting-scams-and-spam
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	https://freecycle.helpscoutdocs.com/article/119-reporting-scams-and-spam
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	https://freecycle.helpscoutdocs.com/article/119-reporting-scams-and-spam
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	https://freecycle.helpscoutdocs.com/article/40-how-to-sign-up
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
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	https://freecycle.helpscoutdocs.com/article/61-start-a-new-group
Taken or received email not received	Member reports that they have not received an individual email showing their post was marked Taken or Received	Explanation that Taken and Received notifications are only included in email digests and not in individual emails	Make a post	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	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	Yes	https://freecycle.helpscoutdocs.com/article/43-unsubscribe-me
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	https://freecycle.helpscoutdocs.com/article/26-join-a-group
Whitelist on gmail URL	Member using gmail has added email_relay@freecycle.org to gmail contact list but still not receiving emails OR account repeatedly bounced and/or deleted.	URL with instructions for adding a domain or email address to gmail whitelist.	Not receiving emails or email preferences changed (bounced); Account bounced deleted; Why was my account deleted?	No	https://freecycle.helpscoutdocs.com/article/132-no-spam-filter-in-yahoo-and-google
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?