Common Support Issues

This guide covers the most common issues users report and how to resolve them. Use this as a quick reference when handling support tickets.

Account Issues

"I can't log in"

Symptoms: User cannot access their account

Solutions:

1. Verify they're using the correct email
2. Check if the account exists in the system
3. Send password reset link
4. Check for account suspension
5. Verify 2FA isn't causing issues

Template response:

I'm sorry you're having trouble logging in. I've sent a password reset link to your email. Please check your spam folder if you don't see it within a few minutes.

"I never received my verification email"

Solutions:

1. Check spam/junk folder
2. Resend verification email from admin
3. Verify email address is correct
4. Check for email bounces

"I want to change my email address"

Process:

1. Verify current ownership (security questions or ID)
2. Update email in admin panel
3. Send verification to new email
4. Confirm change with user

Donation Issues

"My donation didn't go through"

Check:

1. Payment processor records
2. User's donation history
3. Campaign's received donations
4. Any error logs

Common causes:

• Card declined
• Insufficient funds
• Fraud protection triggered
• Network timeout

"I want a refund"

Policy reminder: Donations are generally non-refundable.

Exceptions (can refund):

• Duplicate charge (clear error)
• Fraudulent campaign (confirmed)
• Within 24 hours + not disbursed

Process:

1. Review the request
2. Check if funds disbursed
3. If eligible, process refund
4. Document reason

"I donated to the wrong campaign"

Options:

1. Contact the campaign creator
2. If within 24 hours, may be able to redirect
3. Generally not reversible

Campaign Issues

"My campaign was rejected"

Steps:

1. Review the rejection reason
2. Explain specifically what needs to change
3. Provide guidance on resubmission
4. Be encouraging but honest

"My campaign isn't getting donations"

Suggestions to share:

• Improve campaign story
• Add more photos
• Share on social media
• Set realistic goals
• Post regular updates

"I can't withdraw my funds"

Check:

1. Minimum balance met ($50)
2. Bank account verified
3. Account in good standing
4. Any pending issues

Marketplace Issues

"My item never arrived"

Process:

1. Check tracking information
2. Verify delivery status
3. Contact seller first
4. Open dispute if unresolved
5. Escrow protection applies

"The item was not as described"

Process:

1. Review listing vs complaint
2. Gather photos from buyer
3. Contact seller for response
4. Make determination
5. Process refund if warranted

"I shipped the item but buyer says they didn't receive it"

Process:

1. Request tracking proof
2. Verify delivery confirmation
3. If delivered, side with seller
4. If not delivered, carrier claim

Technical Issues

"The website is slow"

Troubleshooting:

1. Check system status page
2. Ask about their browser/device
3. Suggest clearing cache
4. Try incognito mode
5. Escalate if widespread

"Images won't upload"

Common fixes:

• File too large (limit: 10MB)
• Wrong format (need JPG, PNG, GIF)
• Browser issue (try another)
• Disable ad blockers temporarily

Response Templates

Acknowledgment

Thank you for contacting OpenGiving support. I understand you're experiencing [issue]. Let me help you with that.

Resolution

I've [action taken]. You should now be able to [expected result]. Please let me know if you have any other questions.

Escalation

I've escalated your case to our specialist team. You'll hear back within [timeframe]. Thank you for your patience.