JOB AID: Responding to Refund Inquiries
Refund Timing Recap by Disbursement Option ...................................................................................... 1
Resources Clients Can Use to Check Refund Status ................................................................................ 2
Customer Lookup - Your Main Resource for Information...................................................................... 3
Common Inquiries Related to Refunds .................................................................................................... 5
#1: Is my check ready for me to pick up? ....................................................................................................................... 5
#2: Has my refund been loaded to the American Express Serve® Card? ........................................................... 6
#3: I applied for an AR. Has my refund been deposited into my bank account? ............................................ 7
#4: I chose IRS Direct (EF). Has my refund been deposited into my bank account?...................................... 8
#5: Is my Walmart Direct2Cash ready? ............................................................................................................................. 9
#6: ‘Flipped to Check’ Status. What does that mean? ............................................................................................. 10
#7: Why is my state refund amount less than what I was told during the tax interview? .......................... 10
#8: I am having an issue cashing my Office Check. What do I do?...................................................................... 12
When the Status Circle Around the IRS Logo or the Dollar Sign is NOT Green ................................. 12
#1. RED Circle Around the IRS Logo – Tax Return has been REJECTED by the IRS ........................................ 12
#2. RED Circle Around NHQ Icon – Tax Return has an ERROR ............................................................................... 13
#3. YELLOW Circle Around File Cabinet Icon – Tax Return has been STOPPED ............................................... 14
#4. YELLOW Circle Around the Dollar Sign or IRS Logo - Tax Return in PROCESS ......................................... 15
#5. YELLOW Circle Around the office Computer Icon - Tax Return is ON HOLD ............................................ 15
Refund Timing Recap by Disbursement Option
The following is provided as an overview of the estimated timeframe in which clients will be able to access their refund ONCE
NHQ receives notification of funding from the IRS.
Recap of Anticipated Timing:
•
Clients can access their funds on the Serve Card by the evening of the same day.
•
Office Checks will be available the next evening for printing.
•
Walmart Direct2Cash will be available the next evening for pick-up.
•
Direct Deposits will process within 2 days, but remember - it may take the client’s financial institution 1 to 5 days to
deposit the money into their account.
IRS Checks mailed to clients will take approximately 6-8 weeks to arrive.
•
Note: This anticipated timing may be impacted during periods of heavy funding. NHQ will provide notification of any
modifications to these timeframes, if necessary.
EXAMPLE:
We receive IRS notification of funding on Wednesday, January, 27, 2016:
Timeframe
Disbursement Option
Wednesday Evening -
Clients can access their funds on the Serve Card.
Thursday Evening -
Office Checks will be available for printing.
Thursday Evening -
Walmart Direct2Cash will be available for pick-up.
Friday or up 5 days later (which means
Direct Deposits into the client’s account.
Monday through Thursday of the
following week). Mid to Late March -
TS2016
IRS Checks mailed to clients will arrive.
Page 1 of 15
Resources Clients Can Use to Check Refund Status
MyJH Mobile App:
Remind clients they can download the MyJH App and receive notification every time there is a change in the status of their tax
refund. It’s especially useful for client’s that applied for an Assisted Refund (AR), because with an AR, tracking doesn’t stop once
the refund is funded by the IRS. We can continue to track the refund as it moves throughout the system so they’ll know exactly
when it is available. In addition, clients can choose to be notified as soon as their refund has been funded, through email, a
telephone call or a text message; their choice. (Message and data rates may apply from the wireless carrier.)
Clients with Tax Preparation with Assisted Refunds:
These customer service numbers route clients to the Assisted Refund (AR) Provider’s Interactive Voice Response (IVR) system
and can provide clients with an update on their disbursement amount and fees paid.
AR Provider
Customer Service Number
TPG:
(CA, HI, ID, MT, SD, WY)
888-353-7228
Republic:
AK, CT, FL, GA, IA, KS, MA, MI, MN, ND, NE, NM, NV, OR, RI, UT, WA, WI
WV)
855-505-4829
866-685-9460
Clients with Tax Preparation with IRS Direct:
The IRS’s ‘Where My Refund?’ system can provide clients with an update
about their federal refund. To access it they can go to IRS.gov or
download the IRS2GO mobile app. Note - Let clients know IRS requires
they input their SSN or ITIN, Filing Status and Exact Refund Amount to
locate their information.
Clients can find this information on their client paperwork such as the Tax Benefits Summary, Taxpayer Information Form and
their Receipt (has the federal refund amount, but not filing status.)
You can also provide this information to your clients by accessing the Customer
Lookup eService, locating the client’s record and the information is displayed on the
top left corner in the IRS/State tab. (Note: A client must know their SSN or ITIN or locate it
on their own. To protect their personal and confidential information, never provide this
level of detail over the phone.)
TS2016
Page 2 of 15
Customer Lookup - Your Main Resource for Information
Access Customer Lookup from the eServices tab of JHnet. Gain even faster access by simply clicking
on Customer Lookup in the ‘Quick Links’ section at the bottom of the JHnet Home page.
This resource provides you with information about a customer’s tax return, product selections and
fees in an easy to use format that includes icons, color coding and tabs that link to more detailed
information that can help you research issues.
To search for a customer’s information, enter the following:
•
The first four characters of the customer’s last name (not
case-sensitive).
•
3 Letter Code & Receipt number, Customer ID (from receipt)
or Social Security Number (can be for the primary or
secondary taxpayer), email address or Serve Card number.
When the file appears, click on the receipt
number to access detail about the customer’s
tax return.
TS2016
Page 3 of 15
Most inquiries can be answered by reviewing the information in the Overview Tab. In
some instances you may need to dig a little deeper by clicking on and reviewing
information contained in one of the other tabs.
In addition, if your investigation requires an even greater level of detail, you can access the Return Management
eService directly from this screen.
Simply select the Return Management link in the upper right-hand corner of the screen. This will allow you to view
the Return and History tabs in Return Management without having to search for the return again.
TS2016
Page 4 of 15
Common Inquiries Related to Refunds
#1: Is my check ready for me to pick up?
Start by checking the status of the tax return to ensure it has been processed and the status of the customer’s Office
Check. A green circle around the Dollar Sign icon indicates the tax return has completed all steps in the process.
(If the circle is not green →Refer to the ‘When the Status Circle Around the IRS Logo or Dollar Sign Icon is NOT
Green’ section of this document for information about how to resolve the issue.)
Avoid frustrating a customer by making certain the process is complete AND THE CHECK HAS BEEN PRINTED before
they make a trip to the office to pick up their check!
Is there a check number?
To ensure the check has been printed, verify there is a check
number in this field. If not, the check has NOT yet been
printed.
In this example, the check has been authorized and there’s a
date stamp, yet there’s no check #, indicating it has not been
printed.
Respond to the customer as follows:
If check is printed:
→
Inform them the check is ready to be picked
If check has not been printed:
→
If you’re uncertain about the timeframe, ask your
up and provide office hours. Also, remind
supervisor when the check will be printed and
them to bring a picture ID.
provide your customer with this information.
Remind them to bring a picture ID. For their
Note: Customers with MFJ filing status:
•
Either spouse can pick up the check.
protection, we check ID to make certain we are
giving the right check to the right client!
Also – don’t forget to let clients know about the Walmart Checking Cashing Agreement or any national checking cashing
arrangements in your area that may be beneficial to the client. For further detail refer to the Financial Products Page on
JHnet.
Note about Walmart Check Cashing: If they are interested in having the check cashed at Walmart, inform them that the
Walmart Associate should just run the check through the register as instructed in the internal memo they received. The Walmart
Associate (or client) must NOT call the verification number on the check or they will not be able to cash it and will need to
return to the office/kiosk to resolve the issue. The check verification number is to be used by banks and check cashers ONLY.
TS2016
Page 5 of 15
#2: Has my refund been loaded to the American Express Serve® Card?
NOTE: Clients should receive an email from American Express when their refund is available on the card. In addition, they
can go online and check their balance. You can certainly check the status in Customer Lookup, but mention these two
points so clients understand they have other convenient options to check the status.
To check the status, start by ensuring the tax return has been processed. A green circle around the Dollar Sign icon
indicates the tax return has completed all steps in the process.
(If the circle is not green →Refer to the ‘When the Status Circle Around the IRS Logo or Dollar Sign Icon is NOT Green’
section of this document for information about how to resolve the issue.)
Next, access the History tab in Customer Lookup.
When the refund has been disbursed to the card, “Funds have been disbursed” will appear in the event column.
When the client’s refund has been loaded to their Card, “Funds have been loaded on the card”, appears in the event
column.
Respond to the customer as follows:
→
Provide a status update about access to their refund on the Serve Card.
→
If they are interested, provide them with the Serve Card Next Steps, the Cash Pickup Powered by Ria and the
MoneyPass ATM Info Sheet documents via hard copy or email. Or, simply remind them that specific detail and
instruction about how to use the card can be located on the website in the FAQ section.
→
Remind them:

They receive an email from American Express as soon as the refund is available on the card.

They can use the #800 number on the back of the card (the IVR) to get their card balance.

They can check their card balance online at www.serve.com/jacksonhewitt and it’s especially convenient when
they download the Mobile App!
TS2016
Page 6 of 15
#3: I applied for an AR. Has my refund been deposited into my bank account?
Start by checking the status of the tax return to ensure it has been processed. A green circle around the Dollar Sign icon
indicates the tax return has completed all steps in the process.
(If the circle is not green →Refer to the ‘When the Status Circle Around the IRS Logo or Dollar Sign Icon is NOT Green’
section of this document for information about how to resolve the issue)
Timing for Direct Deposit:
As a reminder, once the refund has been released by the IRS, it may take the customer’s financial institution 1 to 5 days to
deposit the refund into their account. Therefore, if customers visit “Where’s My Refund” and the status of their refund is
“Refund Sent”, they need to anticipate they will receive their Direct Deposit 1 to 5 days after the date stamp related to when
the IRS released their refund.
→
If it has been less than 5 days (or 3 business days), remind the customer about this timeframe, as documented on
page 1 of their Assisted Refund Application and Agreement they have in their client copies. Encourage them to
contact the office if it exceeds 5 days.
→
If it has been more than 5 days (or 3 business days), investigate the situation further by taking the following steps.
Click on the Disbursement tab and view the Disbursement Detail section to verify they chose Direct Deposit as their
disbursement choice.
If you discover the following (detail about a direct deposit AND a site printed check), it means the direct deposit into the
customer’s account was rejected by the receiving bank for some reason and AR Provider has flipped the disbursement
method to an Office Check:
Additional Notes:
•
In this scenario, the customer is NOT charged an Office Disbursement Fee (provided your office charges this fee.) If
the check has been printed, locate the customer’s paperwork and Office Check and follow office procedures to
distribute the check.
•
If the Direct Deposit is in the process of being rejected by the receiving bank, it may take 3-5 days before it is
returned to the AR Provider.
Note: If the customer requests you verify the data entry of the bank account and routing number, you’ll need to load the tax
return in ProFiler view only mode to view this information. Customer Lookup contains only the last four digits of the account
number.
TS2016
Page 7 of 15
#4: I chose IRS Direct (EF). Has my refund been deposited into my bank account?
Start by checking the status of the tax return to ensure it has been processed. A green circle around the IRS Logo icon
indicates the tax return has completed all steps in the process.
(If the circle is not green →Refer to the ‘When the Status Circle Around the IRS Logo or Dollar Sign Icon is NOT Green’
section of this document for information about how to resolve the issue)
Timing for Direct Deposit:
As a reminder, once the refund has been released by the IRS, it may take the customer’s financial institution 1 to 5 days to
deposit the refund into their account. Therefore, if customers visit “Where’s My Refund” and the status of their refund is
“Refund Sent”, they need to anticipate they will receive their Direct Deposit 1 to 5 days after the date stamp related to when
the IRS released their refund.
→
If it has been less than 5 days (3 business days), remind the customer about this timeframe and encourage them to
contact the office if it exceeds 5 days.
→
If it has been more than 5 days (3 business days), investigate the situation further by taking the following steps.
Unfortunately, information about a direct deposit between the IRS and the customer’s receiving back are not tracked in
Customer Lookup. As such, the customer will need to contact the IRS directly to investigate the situation further.
Provide your customer with detail about the “Where’s My Refund” link on the IRS.gov.
 Go to IRS.gov and click on the “Where’s My Refund” link.
 Customers will need the following information from their tax return:

Social Security Number (or Individual Taxpayer Identification Number)

Filing Status


Exact refund amount
If customers do not have their filing status and/or refund amount handy,
simply click on the IRS/State tab within Customer Lookup to provide
this information.

To contact the IRS by phone: 1-800-829-1040

To contact FMS (which may have detail about their refund being used to offset past–due child support, Federal agency non–tax debts, state income tax
obligations etc.): 1-800-304-3107
Note: These contact numbers are also documented on the Disbursement tab.
Additional Notes:
•
If the customer requests you verify the data entry of the bank account and routing number, you’ll need to load the
tax return in ProFiler view only mode to view this information. Customer Lookup contains only the last four digits of
the account number.
TS2016
Page 8 of 15
#5: Is my Walmart Direct2Cash ready?
Ask if they have received the email from the AR Provider (Republic/ TPG).
→ If they have received it, refer them to the email as it provides detail about:
•
The “Reference Code”
•
Reminders about how the process works
•
The information they need to pick up their cash
NOTE: A sample of this email and specific detail about the client experience clients have when they use Walmart
Direct2Cash is documented in the ‘Walmart Direct 2Cash Job Aid’ available in the Learning Center Catalog. It would
be helpful if you are familiar with this document as well.
→
If they have NOT received it, check their status in Customer Lookup to ensure their return has been processed.
A green circle around the Dollar Sign icon indicates the tax return has completed all steps in the process.
(If the circle is not green →Refer to the ‘When the Status Circle Around the IRS Logo or Dollar Sign Icon is NOT Green’
section of this document for information about how to resolve the issue.)
If the return has been processed (There’s a green circle around the dollar sign icon), follow these steps.
Step #1: Verify the Walmart Direct2Cash disbursement is ready:
In the Disbursement Detail section you should see, a date stamp and Authorization #. If this information is missing the
Direct2Cash is not ready yet.
Additionally, the “status” field should be blank, unless it has already been picked up. In this case, the status will be “Picked Up”.
If you see that the disbursement is ready, ask the client to check their Spam/junk folder; sometimes the email will land there. If
it’s not there, direct them to the AR Provider to retrieve the Reference Code. These instructions are documented in the
‘Walmart Direct 2Cash Job Aid’.
Step 3#: Provide client with reminders:
Because the client did not receive the email, it’s helpful to remind them they will need to provide Walmart with the following
when they go to pick up their Direct2Cash disbursement:

Reference Code

Social Security Number (SSN)

The valid Photo ID they used during the tax interview

If MFJ – both taxpayers must be present to pick up the funds.
ISSUE: What if you’ve verified in Customer Lookup that the funds are ready to be picked up, but the client didn’t receive the
email/text and isn’t able to obtain the reference code?
If the AR provider is TPG: The taxpayer can call TPG Customer Service at (855) 505-4829 or (888) 353-7228 and request to
switch the disbursement method to an Office Check that can be picked up in the office. It will take approximately 24 hours
before the check will be available to print.
If the AR provider is Republic Bank & Trust Company: The taxpayer can complete a form in the JH office to request to
switch the disbursement method to an Office Check that can be picked up in the office.
TS2016
Page 9 of 15
#6: ‘Flipped to Check’ Status. What does that mean?
A small percentage of clients that requested to have their tax refund(s) disbursed to a Serve Card will not be able to do so.
This situation is identified with a Card Status of “Flip to Check’ in Customer Lookup on the Disbursement tab.
This could be the result of American Express not being able to verify their identity. (E.g. The client did not respond to the email
American Express sent, or American Express could not contact them using the email address entered into ProFiler. It also could
be because they already had a Serve Card and clients can have only one Serve Card account.) In any event – someone from
your Operation should’ve contacted to let them know their tax refund(s) will be disbursed as an Office Check instead (flipped
to check) which will be printed in the office and need to be picked up by the client. If not, you’ll need to inform them now.
Notes:
•
This impacts tax refunds only. There is no issue with clients accessing their $50 Gift or Refund Advance on the
Serve Card.
•
A Disbursement Fee for the Office Check is not charged in this instance, if your Operation charges a Disbursement
Fee.
•
Follow the steps is Question #1 to determine if their Office Check is ready to be picked up.
#7: Why is my state refund amount less than what I was told during the tax interview?
Investigate the situation by navigating to the Disbursement tab in Customer Lookup.
There are actually 2 situations that can cause this to happen.
#1 – State refund was received before the federal refund and fees and Year-End Refund Advance/Refund Advance
repayment (if applicable) were paid.
#2 – The state withheld a portion of the refund.
See specific detail below related to each situation.
Situation #1:
The customer chose an AR and a State AR. The state refund was received prior to the federal refund by the bank, in which case
JH fees (and Refund Advance repayment to First Money Center, if applicable) were paid with the state refund(s) except the AR
Provider’s Federal Tax Refund Account Handling Fee of $32.95
Note: This detail is documented on page 1 of the Taxpayer Information Form the customer received in their customer copies,
which states:
TS2016
Page 10 of 15
A zero dollar amount in this field
indicates the federal refund has not
been received.
A dollar amount in this field
indicates the state refund has been
received.
As such, all fees but the Federal
Assisted Refund Fee of $32.95 was
paid from the State AR. In addition,
the state refund was applied towards
Refund Advance repayment.
In this example: The state refund was
$1,281.00. JH Fees of $367 were
paid, as well as the $17.00
Transmitter Fee related to the AR,
and repayment to 1st Money Center
for the $600. Therefore, the net State
AR disbursement is $297.00.
Note: Because payment/repayment
was made with the state refund, the
only amount that will be paid upon
completion of services from the
federal refund will be the Federal
Assisted Refund Fee of $32.95. In
this example, the estimated amount
of the Federal AR will be $4,124.05.
($4,157.00 minus $32.95.)
Respond to the customer as follows:

Let them know that because most of the fees (and Refund Advance Repayment, if applicable) were paid with the State
AR, the Federal AR will be MORE than they expected.

Assure them they are not being charged additional fees.

Remind the customer that details about the possibility of this happening is documented on the Taxpayer Information
Form in their customer copies.
Situation #2:
The amount of the state deposit does not equal the amount expected because the state has withheld a portion of the refund.
By comparing the amounts in the two columns, you can see the
actual amount of their state refund was less than expected.
Respond to the customer as follows:
•
Provide the customer with the state contact information to determine why this amount was withheld.
TS2016
Page 11 of 15
#8: I am having an issue cashing my Office Check. What do I do?
A client may need your assistance with one of the following scenarios:
•
Client is trying to cash the Office Check in Walmart. The Walmart Associate or client called the verification number on the
check by mistake and now the customer is being told they cannot cash the check.
•
The Office Check is damaged, lost or stolen.
•
The amount of the Office Check is too large and the client is having difficulty cashing it.
•
The client’s name is misspelled on the check and they are having difficulty cashing it.
In all scenarios, you should contact your supervisor. They may need to consult with the franchisee or management level
employees to assist in the resolution.
When the Status Circle Around the IRS Logo or the Dollar Sign is NOT Green
#1. RED Circle Around the IRS Logo – Tax Return has been REJECTED by the IRS
A red circle around the IRS icon indicates the return has been rejected.
To investigate the situation further, click on the IRS/State tab to learn more about the situation.
You’ll find the reject
number i.e. #0503 listed
on this screen.
To view an explanation of the reject code
and guidance about resolution, click on
the hyperlink in the “reason” column.
Respond to the customer as follows:
•
Collect the information needed to correct the rejected tax return.
•
Inform the customer the return will need to be corrected and resubmitted to the IRS.
•
Load and correct the tax return or provide this information to the tax preparer in the office responsible for this task.
Note: The customer may need to come back into the office and sign new paperwork if the changes made to fix the IRS reject
result in a greater than $50.00 change to AGI or a greater than $14.00 change to Tax Liability, Federal Tax Withheld, Refund or
Amount Owed.
TS2016
Page 12 of 15
#2. RED Circle Around NHQ Icon – Tax Return has an ERROR
A red circle around either the NHQ icon indicates an error has occurred.
To investigate the situation further, click
on the hyperlink to Return Management
located in the top right-hand corner.
123 Elk St.
City, MO 63385
973-555-1111
In Return Management you’ll be able to identify the
error and the recommendation for resolution.
Respond to the customer as follows:
•
Collect the information needed to correct the tax return.
•
Inform the customer the return will need to be corrected and resubmitted to the IRS.
•
Load and correct the tax return or provide this information to the tax preparer in the office responsible for this task.
Note: The customer may need to come back into the office and sign new paperwork if the changes made to fix the Processing
Error result in a greater than $50.00 change to AGI or a greater than $14.00 change to Tax Liability, Federal Tax Withheld,
Refund or Amount Owed.
TS2016
Page 13 of 15
#3. YELLOW Circle Around File Cabinet Icon – Tax Return has been STOPPED in Return
Management
A yellow circle around the File Cabinet icon indicates the tax return has been stopped in Return Management.
To investigate the situation
further, click on the hyperlink to
Return Management located in
the top right-hand corner.
In Return Management you’ll be able to identify the reason the return was stopped.
•
If you discover the return is awaiting W-2 verification (in Sign & Save status) remind the customer the return must
be completed before the return can be transmitted to the IRS.
→ Recap their options for sending tax documents.
→ Note: The customer may need to come back into the office and sign new paperwork if the changes made
to fix the IRS reject result in a greater than $50.00 change to AGI or a greater than $14.00 change to Tax
Liability, Federal Tax Withheld, Refund or Amount Owed.
•
TS2016
If you discover the return is stopped in Return Management for any other reason (E.g. Duplicate email address),
you will need to contact your supervisor to help resolve the situation.
Page 14 of 15
#4. YELLOW Circle Around the Dollar Sign or IRS Logo - Tax Return in PROCESS
Start by verifying the timeframe the customer is
referencing is correct by viewing the date in the
‘Ack Date’ field (in the IRS/State section of the
Overview tab) and adding 11 to 21 days.
Important Reminders:
•
The timeframe of 11 to 21 days begins
on the day the tax return was acknowledged by the IRS, NOT the date it was prepared by Jackson Hewitt.
•
If a return was acknowledged during the HUB testing time period in January, the estimated turnaround time for
customers to receive their tax refund actually begins on the official start date of electronic filing-file; January 19, 2016.
→
th
Example: A customer has their tax return completed on January 5 , applies for an AR and we receive an
acknowledgement from the IRS during HUB Testing. The estimated timeframe (11 to 21 days) in which they
can expect to receive their refund begins on the official e-file start date; January 19, 2015, not the date it was
acknowledged during HUB Testing.
If the timeframe has NOT been exceeded, respond to
the customer as follows:
•
•
•
•
Your refund has not been processed yet.
The estimated timeframe of 11 to 21 days has not
yet been exceeded.
You can check the status of your refund 24/7 by
using My JH.
(Provide your customer with detail about “Where’s
My Refund” link on the IRS.gov.)
If the timeframe has been exceeded, respond to the
customer as follows:
•
•
•
Your refund has not been processed yet.
Because it’s beyond the anticipated timeframe, the best
resource to use to determine why, is the IRS. Here’s the
best way to contact the IRS.
(Provide your customer with detail about “Where’s My
Refund” link on the IRS.gov.)
Where’s My Refund on IRS.gov:
 Go to IRS.gov and click on the “Where’s My Refund” link. Customers will need the following information from their
tax return:

Social Security Number (or Individual Taxpayer Identification Number)

Filing Status


Exact refund amount
If customers do not have their filing status and/or refund amount handy,
simply click on the IRS/State tab within Customer Lookup to provide
this information.

To contact the IRS by phone: 1-800-829-1040

To contact FMS (which may have detail about their refund being used to
off-set past–due child support, Federal agency non–tax debts, state
income tax obligations etc.): 1-800-304-3107
Note: These contact numbers are also documented on the Disbursement tab.
#5. YELLOW Circle Around the office Computer Icon - Tax Return is ON HOLD
A yellow circle around the Computer icon Indicates the return is on hold.
Inform the customer the return must be completed before the return can be sent to the IRS.
TS2016
Page 15 of 15