General
A customer needs forms and have no account in GenTax.
What is "Form Orders" on TA home page? or What is "Form Orders" procedure?
You research a refund for a customer. Seems no letters have been sent & it's been at MDOR for a while.
What is "Processing Requests?"
I just found a check from a couple years ago that we never cashed. Can we still deposit it?
What is "Check Expired?"
I don't have any ink for my printer and need to mail in a payment. I normally send it with a voucher.
What is "Creating Vouchers?"
I am attending an iLead presentation. How should I code it?
What is "Finesse Time Codes?"
Customer calls to see what is happening with their return. You verify identity and review their account. What procedure would help you understand & explain the status?
What is "Checking the Status of a Return?"
I got a letter that says I need to go to your website and enter some code. I did that but never got any confirmation number or email or anything. Did it work?
What is "Return Verification Letter?"
The Where's My Refund system shows that my refund was issued two weeks ago and it's still not in my bank account.
What is "Direct Deposit-Troubleshooting?"
My bank won't let me cash my refund check due to a spelling error.
What is "Check Payable to Incorrect Name?"
I can't afford to pay someone to prepare my return. Does the Revenue Department help?
What is "Find a Free Site?"
A parent is calling asking about their 17 year-old's refund and the child is not available. Where do you find the steps to verify if you can discuss this return with them?
What is "Incoming Phone Calls>Disclosure Topics>Parent of a Minor Child Disclosure?"
I need a copy of my 2017 Income and Property Tax Returns.
What is "Requesting Copies of Returns?"
I haven't received my refund check. The Where's My Refund system shows you mailed it 4 weeks ago.
What is "Stop Payment on Refund Check?"
The renter is wondering why they haven't received their PR refund. They state they submitted on March 10th and it is now Oct 1st. They tell you they sent in the CRP but were confused on what else they needed to do.
What is "CRP with No M1PR?"
I switched banks and no longer have my checking account. Can you change my direct deposit option?
What is "Direct Deposit-Cancel?"
You receive a warm transferred call from Collections. They tell you the customer needs some forms ordered. Do you need to complete identity verification?
What is "Incoming Phone Calls>Customer Identity Verification Procedure>Call Transfers?"
I filed my return electronically and can't seem to any get information from the Where's My Refund system. Can you verify if it was received?
What is "Viewing MeF Submissions?"
I don't have a bank or account anywhere. Can I cash my refund check with the state?
What is "Paper Check"-Free State Check Cashing?
I never received my paper refund check. ***You check and GenTax shows it was "Redeemed" ***. The customer insists that they did NOT cash the check.
What is "Copy of Cashed Refund Check?"
You receive a Quality Evaluation on a call and think you'd like to dispute it.
What is "Appealing an Evaluation Review?"
You have assisted a Spanish speaking customer using the language line regarding a letter. What might prevent this in the future?
What is "Spanish Preference Indicator?"
A customer has tried to have a Tax Order resent to them twice and never received. They ask if you can email it to them.
What is "Discussing and Resending Letters?"
I don't really need my refund. Can I donate it toward state debts?
What is "Applying Refund to State Deficit?"
My spouse and I have separated and are not speaking to each other. I just received a refund check issued in both our names. I don't want to contact them to sign it. Can you divide it & send 1/2 to each of us?
What is "Split PR Refund?"
You access a GenTax account and see a Suicide Threat banner on the account. What procedure should you go to?
What is "IRS or DOR Threat Indicator?"