Difference between revisions of "InfoTeamManual:Member Support Team:Saved Reply List"
From FreecycleFAQ
| [checked revision] | [checked revision] |
| Line 49: | Line 49: | ||
|Member wants to change their email address | |Member wants to change their email address | ||
|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''' |
|- | |- | ||
|'''Change username''' | |'''Change username''' | ||
| Line 77: | Line 77: | ||
|- | |- | ||
|'''Cookies''' | |'''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 | + | |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 | |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''' | + | |'''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''' | |'''Cross Post to multiple groups''' | ||
| Line 136: | Line 136: | ||
|None | |None | ||
|- | |- | ||
| − | |How will I get responses to my post? | + | |'''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 | + | |'''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 | + | |'''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 | + | |'''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 | |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 | |Login URL | ||
Revision as of 00:26, 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 |
| 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 |
| 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 | b | c | d |
| Make a post | b | c | d |
| Member Public Help email address | b | c | d |
| Message forwarded to GOA | b | c | d |
| Moderator not responding | b | c | d |
| Moderator Volunteer | b | c | d |
| No account but receiving emails | b | c | d |
| Not Freecycle (Freegle) | b | c | d |
| Not Freecycle (Trash Nothing) | b | c | d |
| Not Freecycle (Yahoo Group) | b | c | d |
| Not receiving or changed Freecycle emails (bounced) | b | c | d |
| Password reset issue | b | c | d |
| Photo not uploading or posting | b | c | d |
| Photo orientation | b | c | d |
| Popups | b | c | d |
| Post photo | b | c | d |
| Posts not posting | b | c | d |
| Privacy Policy | b | c | d |
| 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 |
