Ask question

Disclaimer

All screenshots in the article were taken in the Dutch version of Yuki.

Once you’ve submitted your documents and bank transactions, Yuki will start processing them right away. This process is partly automated and partly manual.

If Yuki is unable to immediately categorize an expense or income (especially when starting a new administration), it will ask you for clarification. You can also submit questions to the back office or the Support team yourself.

If the back office has a question about a document or transaction, it will be sent to your PO Box:

• Notification: You’ll automatically receive an email notification when a new question is waiting for you.
• Action: Review and answer these questions regularly to prevent delays in your administration.
• Overview: In the Po Box, you’ll find a complete overview of:
  • All outstanding questions for you.
  • Questions currently being processed by Yuki.
  • The five most recent questions.

For a detailed description, see article Questions (communication between back office and user).

Ask new question

There are two types of questions:

• general question (via the PO Box)
• question about a specific document, bank transaction, or entry.

For a detailed description of how to handle a general question, see article Question of user to back office.

Ask general question

This is a standalone question that is not directly linked to a specific document, bank transaction, or entry.

To ask a general question yourself:

• click on the PO Box icon in the navigation bar
• in the now-opened screen, click on the Question button.
  
  
  OR
  
  
• in the now-opened screen, under Questions click on Summary
• at the top of the now-opened screen, click on the New button.

The following screen is opened:

Types of questions and assignments

As a user, you can submit the following five types of questions:

1. Question about administration: Assigned to the back office.
2. Question about how Yuki works: Assigned to the Support team.
3. Report an incorrectly processed transaction: assigned to the back office.
4. Report a complaint: Assigned directly to the back office manager.
5. Question or change regarding payroll: assigned to payroll.
   
   ATTENTION!
   A question regarding payroll can only be asked by users with the ‘Management’ or ‘HRM’ role.

Ask question about specific document, bank transaction or entry

If a question relates to a specific purchase invoice, sales invoice, bank transaction or entry, you can link the question directly to it here.

To ask a question about a document, bank transaction or entry:

• Open the relevant document, bank transaction or entry in Yuki.
• Click on the Create question for back office button.
  
  

Advantage: The back office can immediately see which document, bank transaction, or entry the question is about, which speeds up the processing.

The following screen is opened:

ATTENTION!
A question regarding payroll can only be asked by users with the ‘Management’ or ‘HRM’ role.