Communicating with REOS through requests

Purpose

The “Requests” pane centralises your communications with the REOS accounts department, covering questions, payment term requests, credit notes, plan changes, cancellations, and custom setup requests sent from the modules.

Each request takes the form of a timestamped message thread, which allows you to retrieve the complete history of an exchange and track its progress.

Where to find it

1. Account
2. Subscription

“Requests” pane.

Steps

1. Open “Subscription”, and then the “Requests” pane.
2. Click “New request”, choose the type from “Question”, “Payment terms”, “Credit note”, “Plan change”, and “Cancellation”, and then enter the “Subject” and the “Message”.
3. Click “Send” in order to forward the request to the accounts department.
4. Track progress in the “Status” column and spot the “Unread” label when a reply is waiting for you.
5. Click “Reply” to read the complete thread and add a message.

Good to know

• The possible statuses are “Open”, “In progress”, “Waiting for your reply”, and “Resolved”.
• A request concerning a specific invoice can also be opened from the “Invoices” pane by using “Ask a question”.
• Custom setup requests appear in this list with the subject “Custom setup”, followed by the name of the feature concerned.
• Your reply automatically reopens the request so that it returns to the REOS processing queue.

Related guides

• Account and subscriptionRequest a custom setupConnections linked to your own contracts, such as bank, portals, qualified signature, accounting, Peppol, and calendar, are configured by REOS.
• Account and subscriptionViewing and paying REOS invoicesThe invoices, credit notes and payments for your REOS subscription, together with transfer information and settlement tracking.
• Account and subscriptionChoosing and changing your planConsult your current plan, your usage of units and accounts, and upgrade or downgrade your subscription.