Billing Questions
The (non-discounted) price of online our Federal Deluxe+ product.
What is $29.95?
A customer cannot sign in. They want to reset their password. What do we do?
Send the customer an FAQ on signing in/resetting their password.
This team handles a request that a customer makes about pricing.
What is Customer Care?
This partnership allows the customer to have their TaxAct fees taken out of their refund.
What is Republic Bank?
The name of the website/software we use to search customer's accounts.
What is CSS?
A customer who uses our online software chats in and states they've been charged twice. Why might they be saying this?
The customer may be saying this because the federal and state module are separate charges.
Length of time a customer is locked out.
What is 15 minutes?
This team handles questions about filing deadlines.
What is Customer Care?
This product is an add on and assists with Auditing.
What is Protection Plus?
A customer's return is rejected for their AGI (Adjusted Gross Income), where can they find that on their 2018 return?
Line 7.
These download products include a state return in the pricing.
What is Deluxe, Premier, and Self Employed?
This personal information should never be changed over chat.
What is the mobile number?
This team handles questions about our website and accessibility issues past recommending to switch browsers.
What is Product Support?
This benefits customers who may not have a bank account or debit card.
What is a Serve Card or American Express?
This bill is meant to enhance privacy rights and consumer protection for residents in California.
What is California Consumer Privacy Act?
A customer chats in and states they want a refund. They are NOT happy with our product. However, they've already e-filed their return and it was accepted. The customer has also printed their return. What would we do?
This process has to happen if the customer's phone number and email are not verified and they do not have security questions on their account. They cannot login.
What is Account Recovery?
A customer states they have 4 kids and our system isn't inputting the Child Tax Credit. Who would handle this?
Who is TaxPayer Support?
A customer will only see this option IF their refund is more than $50
What is Republic Bank?
The maximum amount of time you have to respond to a customer. (Christine QA taught this morning)
What is 2 minutes?
A professional chats in and asks what the pricing is for their program. Where do we find that information?
TRICK QUESTION :)
We would tell them to contact Professional Support and provide them the contact information.
A customer states they are unable to make an account. They have another account with TaxAct and are super frustrated that they are getting an error message when attempting to make another account. What might be happening?
They are entering the same email/phone number that is on the other account.
We would direct a customer to this team if a customer chats in and asks their e-file status, but their e-file status says "Restricted User" .
This allows customers to pay their taxes online in-app.
What is VPS?
This is a method of submitting a refund request that cannot be processed through the system at that time.
What is ICSR or Internal Customer Service Request?