Refund Processing
The site used to access information for customers who have chosen to use their refund to pay for their TurboTax Product.
What is Webserve?
The first resource an agent accesses to gain knowledge to assist a customer.
What is info Center?
Internal and External
What are the two types of articles in Info Center?
May be refunded
What is TTD?
Where do we ask for assistance while we are actively working a shift?
What is Slack?
This website is used to determine where a customer's refund may be.
What is Where is My Refund on irs.gov?
Keywords used to find step by step guides in Salesforce.
What is Job Aides?
Google, TurboTax Help Page, IRS.gov, T2
What are places to research if Info Center is down or not sufficient?
Includes up to 5 Federal e-files, and up to 3 state e-filings per Federal return
What is TurboTax Desktop?
This has information on scheduling, invoicing, Continuing Education, CLIMB, Bulletin Board, events calendar, current announcements, and more!
What is the Vyne?
An IRS refund is reduced or intercepted to pay off delinquent debt, such as past-due child support, outstanding student loans, or unpaid state income tax.
What is an off-set?
In plain English, if you pay an IRS or state penalty or interest because of a TurboTax calculation error, we'll pay you the penalty and interest.
What is the TurboTax 100% Accurate Calculation Guarantee?
A place to look for a reason we might give a customer a discount
What is (need article name, please)
Which Discount Reason code should I use in Salesforce?
Has a Free Version
What is TurboTax Online?
What is Working Solutions?
The number of days it is possible to defer an auto-debit if a customer contacts us in enough time to process the deferment.
What is 21 days?
The best way to have an excellent Doc Rate (80% or higher).
What is close all cases except transfers in Salesforce each shift?
The best resource for guiding a customer to finding their last year's AGI.
What is the Top Ways to Find Prior Year AGI Job Aid?
Can be accessed from any device
What is TurboTax Online?
Provides service for invoicing/eWallet issues, scheduling issues, tech issues, and credentials issues
What is ServiceOne?
The article to reference when a customer asks if their non-sufficent funds due to auto-debit are refundable.
Can Non-Sufficient Funds (NSF) fees be refunded?
8 steps to be ready for work
What is My Daily Commute?
Bonus Points: what are the steps in the correct order?
My customer used Free Edition and got charged for Refund Processing Service Fee.
What is the article called Why was my customer charged the Refund Processing Service fee when using Free Edition?
Includes Free Tax Advice
What is TurboTax Desktop?
Location of learning modules, workshop recordings, call library, announcements and additional resources to help you to build your business
What is Working Solutions University?