$50 GIFT PROMOTION
At Jackson Hewitt®, we give our clients a $50 Gift. It’s
our way of saying thank you and letting them know
how much we appreciate their business.
Be sure to share the value of this promotion with
your clients!
WHAT MAKES IT SPECIAL?
FAST!
9 Receive $50 today!
9 Clients receive their $50 Gift when their return is successfully processed.
9 This happens in as little as an hour and often sooner.
Delivered electronically
AVAILABLE JANUARY 2
9 If clients are ready to complete their tax return, we’re ready to give them
their $50 Gift TODAY – even before e-file starts!
NO FEES for the $50 Gift.®
During the tax interview, you’ll let your clients know they are receiving the $50 Gift as follows.
Office
Walmart
Mar & April:
Jan & Feb*:
The $50 Gift is issued as a Walmart eGift Card.
Clients choose between:
Storefront
$50 Gift is issued as a Walmart eGift
Card.
Other Retail
(Sears, HEB, etc.)
x
Walmart eGift Card
x
American Express Serve® Card.
Clients who visit a retail location that is not a Walmart location can access their $50
Gift on an American Express Serve® Card.
®
*Some storefronts offer clients the choice between Walmart eGift Card and American Express Serve Card during Jan &
Feb. Talk to your supervisor to determine if this exception applies to your office.
AVAILABLE TO PRIOR & NEW CLIENTS - regardless if they are receiving a refund or have a
balance due. There are just a few conditions:
9 The net tax preparation fees must be at least $150.
9 They must efile their tax return.
9 Eligibility for clients with a prior year Jackson Hewitt debt is determined locally. Consult your
supervisor for details.
9 Use of coupons with the $50 Gift is determined locally, with the exception of the Walmart
Associate discount of 20% - this is honored nationally. Consult your supervisor for details.
For details about policies and procedures, please refer to the: $50 Gift Promotion Job Aid attached.
TS16: Talk Sheet
$50 Gift Promotion
Training Resource
Job Aid: $50 GIFT PROMOTION
Availability:
The $50 Gift is disbursed to clients after their tax return is SUCCESSFULLY PROCESSED. Depending
on the time of year, a return is considering “successfully processed” based on the following:
™ Before efile begins = Tax Return is Pre-Acknowledged.
™ After efile starts = Tax Return is Accepted by the IRS.
It’s important for you to understand the following will prohibit tax returns from being ‘successfully
processed’. Knowing this information helps you set client expectations upfront and respond to
client inquiries about the status of their $50 Gift.
Delivered electronically
A tax return is NOT successfully processed when:
™ Placed on HOLD (E.g. In Sign & Save Status)
™ Stopped in Return Management
™ Receives a Reject or Error Code
How Do Clients Receive and Use the Walmart eGift Card?
It’s electronic! It’s sent to their email and they can either print it or simply show the cashier
the bar code right from their smart phone.
It can be used at Walmart, Walmart.com, Sam’s Club, Neighborhood markets, and WMT
Xpress.
Tip: Tell clients to check their Spam/Junk folder. Sometimes it lands in there!
What if My Client Doesn’t Have an Email Address?
You must always do your best to collect email addresses from clients and enter them correctly. In fact, collecting a client’s
®
email is so important that an email address MUST be entered into ProFiler before you can proceed with the interview
(unless your office has been configured differently by the Operator).
Therefore, most offices follow this protocol for a client that absolutely does not have, or does not want to provide you
with an email address.
1.
Enter a standard office-wide fictitious email address into ProFiler. E.g. [email protected]. (Using this identifiable
fictitious email address permits it to be purged from contact lists, etc. on the back end.)
2.
Important Note: Use of a duplicate email causes it to be ‘Stopped’ in Return Management eService. Therefore, the
tax preparer must contact their supervisor to alert.
3.
A person with access rights to Return Management must attend to this return to ensure it is processed and
forwarded to NHQ and the IRS. Without taking this step, the return will remain in Return Management, will not be
successfully processed and the client will not receive their $50 Gift.
Please consult your supervisor for the specific process you use in your office.
The procedures we follow in my office when clients cannot provide an email address are:
Tax Season 2016
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How Does My Client Receive Their $50 Gift if They Don’t Have an Email Address?
A hard copy can be printed from Customer Lookup once the tax return has been successfully processed. However, it can
only be performed by a person in your organization that has the appropriate permissions to do so. Please speak to your
supervisor about the protocol you should follow in this circumstance.
(Note: The majority of the offices require clients to provide an email address to receive the $50 Gift. However, the software
can be configured to permit tax preparers to print hard copies of the Walmart eGift Card during the FOP segment of the
interview when no email is entered into the software.)
Please consult your supervisor to determine if this is a configuration you’ll be using in your office this tax season.
The procedures we follow in my office to provide clients with a printed copy of their
$50 Gift on a Walmart eGift Card are:
Can Walmart Associates Receive the Associate Discount and the $50 Gift?
Walmart Associates can use their Associate discount and receive the $50 Gift as long as their net tax preparation fees are
at least $150 and they meet the other eligibility requirements. In fact, the coupon code will be pre-populated into ProFiler
when you enter the Walmart EIN associated with their Form W-2.
Can Clients Eligible for Lifestyle Pricing Receive the $50 Gift?
Clients that qualify for lifestyle package pricing can also choose to receive the $50 Gift, provided they meet the other
eligibility requirements.
How Does the $50 Gift Promotion Work With Sign & Save?
The $50 cannot be loaded to the Walmart eGift Card until they provide their missing information / W-2s and the return
can be completed and released from Return Management and the return is considered ‘successfully processed’.
Can the Promotion Be Combined With Coupons?
The entry of a coupon into ProFiler DOES NOT automatically disqualify
clients from receiving the $50 Gift. However, in most cases, when you
enter a coupon code into the software, this message will appear requiring
you to receive authorization from a supervisor to honor the coupon with
the $50 Gift before you can proceed in the interview.
How you manage the client experience when you are presented with a
coupon is determined locally. Please talk to your supervisor about what
you should say and do when a client presents you with a coupon.
The procedures we follow in my office when a client presents me with a coupon are:
Tax Season 2016
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What’s a $0 Coupon & What Do I Do With It?
Your office may use $0 coupon codes in their marketing efforts. What this means – They have included a coupon code in
the advertising that carries the message about the $50 Gift and directs the public to bring it in with them.
The purpose of the coupon code entry is to allow the office to
track redemption and determine which types of advertising are
effective. Note: $0 coupon codes may extend beyond $50 Gift
Promotion advertising as well.
When you are presented with this particular piece of
advertising (E.g. flyer, mailer, back of a register tape receipt)
always enter the coupon code.
Note: Because the value associated with the coupon code is $0,
you WILL NOT be required to receive authorization to honor
this coupon.
Use of $0 Coupon Codes is determined at the local level. To be prepared, talk to
you supervisor about any $0 Coupons your office will be using this tax season.
I can expect to see these $0 coupon codes this tax season:
The procedures we follow in my office when a client presents me with a $0 coupon code are:
What if My Client Does Not Want the $50 Gift?
Every eligible client receives the $50 Gift. However, if you have a client that does not want the $50 Gift and has requested
an alternative, you can provide them with a discount. To do so, you must:
ƒ
Use a specific coupon code that automatically disqualifies the client for the $50 Gift.
ƒ
Receive authorization to provide a client with a discount in lieu of the $50 Gift. (Unless your office has
been configured differently at the local level.)
Please consult your supervisor for additional details.
The procedures we follow in my office when a client does not want the $50 Gift and requests
an alternative is:
Tax Season 2016
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®
Special Consideration When Clients Have a Refer-A-Friend Coupon
®
Most Refer-A-Friend (RAF) vouchers carry the message about the promotion, rather than an actual discount. Regardless,
whenever a client presents a Refer-A-Friend voucher you must input the referring friend’s information documented on the
voucher into the system. This step is critical to ensure the person (referrer) that referred the new client receives their
reward!
Reminder: The receipt number and coupon
code related to an RAF voucher must be
entered in the coupon code field of this
section only. In addition, in the ‘Referring
Individual’s Information’ section enter the
referring person’s name and address as it
is written on the RAF voucher.
What if Clients Don’t Qualify to Receive the $50 Gift?
If clients are not eligible for the promotion, information about why they are disqualified appears in a green text box in
ProFiler once you exit the Product Options Grid.
Clients will be disqualified from receiving the $50 Gift if:
™ Net tax prep fees are less than the required minimum of $150.
™ Tax return is not being electronically filed, or
™ Client didn’t provide consent to use and/or disclose tax information.
From a client service standpoint, some disqualifiers can be resolved:
Minimum net tax preparation fees are less than the
required $150.
Fix it: There is no resolution for clients that
have tax preparation fees that do not meet the
minimum. However, if the client is receiving a
discount (E.g. Walmart Associate Discount of
20% off tax prep), you can remove the
discount coupon code in the software if the
client chooses this option and removal will
increase the net tax preparation to a number
greater than $150.
The client did not provide consent to use and/or
disclose tax information.
Fix it: If clients would like to change their mind,
return to the questions in ProFiler about
providing their consent in the beginning of the
interview and record their answer as “Yes”.
The tax return is not being electronically filed.
Fix It: If clients qualify to e-file their tax return
but chose not to, they can certainly change
their mind. If they do, return to the Product
Options Grid and record their revised choice.
However, if clients do not qualify for e-file,
unfortunately they do not qualify for the $50 Gift.
Tax Season 2016
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Flow in ProFiler:
The following identifies the client experience during the tax interview.
STEP 1: EDUCATE CLIENT ABOUT $50 GIFT AND VERIFY EMAIL ADDRESS
When this screenshot appears, right after the Product Options Grid, educate your client about the $50 Gift and verify their
email address. Remember – this is how they receive the $50 Gift. If the email is not correct, return to the Personal
Information section of the software and make corrections NOW.
FYI: During March and April, when clients that have their taxes
prepared in storefront locations they can choose between the:
ƒ
Walmart eGift Card
ƒ
American Express Serve Card
®
During this timeframe, the software will be updated and this
question will appear in ProFiler so you can record their
disbursement choice.
STEP 2: CONFIRM RECEIPT OF THE $50 GIFT AT THE END OF THE INTERVIEW
Clients will sign a Receipt of Acknowledgement that
Clients also receive confirmation of the $50 Gift on the
prints during FOP to indicate they received the $50 Gift
customer receipt:
and how they chose to receive it:
Tax Season 2016
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Using Customer Lookup to Respond to $50 Gift Promotion Serve Inquiries
The most common client inquiry you will receive is:
ƒ
It’s been over an hour and I still haven’t received the email with my Walmart eGift Card. What’s going
on?
ƒ
Or, it’s been over an hour and there’s still no money loaded to my American Express Serve Card.
What’s going on?
To respond: Access the Disbursement tab of Customer Lookup eService to research the situation further.
ƒ
You discover: The card choice for the $50 Gift is identified in the Card Information section, but
there’s no date stamp in the Disbursement Detail section, indicating the $50 has not been loaded.
To investigate further: Return to the Overview tab to verify the status of the tax return. Remember, returns on HOLD, or
stopped in Return Management are not considered “successfully processed.” The following two situations are the most
common reasons why the Walmart eGift Card has not been sent to the client’s email / or money has not been loaded to
®
the American Express Serve Card.
A yellow circle around the Computer icon Indicates the return is on hold.
Inform the client the return must be completed before they can receive the $50 Gift. Offer your
assistance to help complete the return.
A yellow circle around the File Cabinet icon indicates the return is in Return Management. Click on the
Return Management link in the upper right corner to view detail about why the return has not yet been
completed.
x
If you discover the return is awaiting W-2 verification (in Sign & Save status) remind the
customer the return must be completed before they can receive the $50 Gift. Offer your
assistance to help complete the return.
x
If you discover the return is stopped in Return Management for any other reason, you may need
to contact your supervisor to help resolve the situation.
x
If you discover the Date/Time stamp in the Disbursement Detail section indicates the $50 Gift was
issued, but the client indicates no email has been received/ loaded to the Serve Card and more than
an hour.
x
Have the client check their Spam/Junk Folder. Sometime it lands in there.
And, if it’s not in one of those files:
ƒ
Request that an employee with the appropriate security rights access the detail in Customer Lookup
to investigate further and resolve the situation. They can:
x
View the email address where the eGift was sent.
x
Resend the eGift card to that same email address or resubmit the eGift to a different email
address.
x
Print a hard copy.
Tax Season 2016
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Using the Disbursement Tab in Customer Lookup to Track Status of the $50 Gift:
The following Card Information Type reflects the client’s
card choice:
Card = American Express Serve Card.
WMT = Walmart Gift Card.
This date stamp
identifies when the
email was sent or
card load was
initiated.
This field contains information about the type of card
it was loaded to:
x
Walmart eGift Card = WMT – $50 Gift
x
American Express Serve Card = Card – $50 Gift
Tax Season 2016
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