2017 Customer Support FAQ
Table of Contents
Brand Guidelines ......................................................................................................................................... 1
Happy Responses ........................................................................................................................................ 1
Complaint Responses .................................................................................................................................. 1
General Questions ...................................................................................................................................... 2
Pre-qualification .......................................................................................................................................... 2
Express Refund Advance ............................................................................................................................. 3
Refund Timing ............................................................................................................................................. 5
The Path ACT ............................................................................................................................................... 6
Refund Issues .............................................................................................................................................. 6
Brand Guidelines
At Jackson Hewitt®, we consider ourselves the lucky ones to be serving the hard-working Americans.
• Our goal is get our clients the maximum refund they deserve.
• We are their advocates, developing products and promotions to provide earlier, lower cost access to money.
Our clients are hard-working Americans who at times struggle to makes ends meet and have little or no financial cushion.
• For them, the tax refund is the biggest paycheck of the year.
Best Practices for Calls and Social Responses
• Always refer to the customer by his or her name.
• Always use your own name
• When possible, use full sentences instead of shorthand, even on Twitter.
Happy Responses
Best Practices for Positive Calls and Social Posts
• We’re glad we could help! Please consider giving us a positive review on Yelp or Google Places.
• You just made our day! We love pleasing our clients. Please consider referring your friends & family!
• We’ve got your back! Don’t forget to refer your friends or family. When they file with us, you can earn money!
• We’re working hard for hardworking clients like you! Thanks for sharing your story.
Complaint Responses
Best Practices for Calls and Social Responses
• Hello [Name]. I am sorry for [insert issue they are having]. I’m happy to look into this for you.
• We're here to help. I’d love to learn more so I can help address your issue.
• I am sorry to hear about your negative office experience. Let’s get some details to see how we can make it right.
• Oh no! That’s not what we want to hear. Let us know what we can do to make it right?
2017 Customer Support FAQ
General Questions
How do I make an appointment?
A. You can make your appointment online at www.JacksonHewitt.com or I can direct you to your local office.
What is your zip code?
Do I need to make an appointment?
A. No, you do not need to make an appointment, but we accept them if you have a time that is convenient for you.
When do offices open?
A. Jackson Hewitt neighborhood offices will open beginning on December 15th. Our more than 3,000 offices in
Walmart stores will begin opening on December 27th.
How many offices does Jackson hewitt have?
A. Jackson Hewitt has over 6,000 neighborhood locations, including over 3,000 in Walmart stores.
How can I find an office?
A. To find a location near you, visit http://jacksonhewitt.com/officelocator or tell me your zip code.
What offers do you have available?
A. When you complete your taxes with Jackson Hewitt, there are a number of new products and promotions available
at participating locations. You can visit JacksonHewitt.com for details, or I can connect you to your local office.
Why Should I Use Jackson Hewitt?
A. Jackson Hewitt will guarantee that you are getting your maximum refund or your money back.
We also guarantee your return is 100% accurate, or we pay penalties and interest.
We can help you understand tax law changes, like the PATH Act, or the Affordable Care Act.
Our relationship with our clients does not end on the last day of tax season; we are open year-round.
And, we offer Free IRS Audit Assistance, should you receive a letter from the IRS.
Why Should I Use a Tax Pro vs. Doing My Taxes Myself?
A. Taxes are often the biggest financial transaction of the year. Everyone deserves their own Tax Pro, someone who’s
got your back.
What are the biggest mistakes people make when filing your taxes?
A. The biggest mistake people make when filing their taxes is leaving money on the table.
Life changes, like getting married, buying a home or having a baby can have a big impact on your taxes.
A Tax Pro will dig deep to make sure you don’t miss any credits and deductions.
Pre-qualification
How can I prequalify for Express Refund Advance?
A. Visit www.MyRefundAdvance.com.
By answering a few simple questions you can get an estimate on you refund, and find out if you pre-qualify for an
Express Refund Advance.
When can I pre-qualify for Express Refund Advance?
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A. Starting November 15 online at www.MyRefundAdvance.com.
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A. Or Starting December 15 when Jackson Hewitt neighborhood offices open or starting December 27 in Walmart
when those offices begin opening.
Do I have to go to the website first to pre-qualify?
B. You can prequalify by visiting www.MyRefundAdvance.com but you do not have to.
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You can also come into a neighborhood office starting December 15 or a Walmart office starting December 27 .
2017 Customer Support FAQ
What do I need to prequalify?
A. You need your latest paystub or other form of income verification.
Does my paystub need to be my final paystub?
A. No, it does not need to be your final paystub. However, your final paystub, as well as your W2 has the most up to
date data. If you apply with an earlier paystub and don’t get approved, make an appointment to come in with your
most recent paystub or W2. You may be approved when you have more updated information.
What do I need to prequalify?
A. Most recent paystub for you and your spouse if filing jointly
Other sources of income, like Pension, Unemployment or Social Security
Is there a credit check?
A. There is no credit check.
How much can I receive?
A. You can prequalify to receive between $200 and $1,300
When will I know if I’m prequalified?
A. Metabank, the bank that offers the Express Refund Advance loan, will send you a status within 60 minutes.
Why did I not prequalify?
A. Metabank, the bank that underwrites the loan uses criterial, such as:
a. Identity verification.
b. Payment history with the IRS.
c. Status of education, loans, child support, tax liens, etc.
Additionally, you must have an estimated refund of $500 to prequalify.
What happens if I’m not prequalified for Express Refund Advance?
A. If you don’t get prequalified online, it doesn’t mean you won’t get approved for an Express Refund Advance.
We encourage you to make an appointment to file your taxes with Jackson Hewitt. Additional information that
could arise in the tax interview may support your prequalification.
Express Refund Advance
What is Express Refund Advance?
A. This is a No Fee; 0% APR loan offered by Metabank. The loan is repaid when you receive your IRS refund.
When can I come in to get an Express Refund Advance?
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A. You can also come into a neighborhood office starting December 15 or a Walmart office starting December 27 .
Check the website for your local office hours or to make an appointment.
How fast can I get money?
A. Money is available the same day when you choose to receive it on an American Express Serve® card or Walmart
eGift card.
What do I need to bring with me to the office to apply?
A. Most recent paystub for you and your spouse if filing jointly
Other sources of income, like Pension, Unemployment or Social Security
Driver's License(s), Social Security card, or other Government issued ID
Social Security numbers and birth dates of any additional dependents
Why was I prequalified online and then denied in the office?
A. There are a number of reasons and you should be receiving an email from Metabank with an explanation which
can include the following:
2017 Customer Support FAQ
i. Payment history with the IRS.
ii. Status of education, loans, child support, tax liens, etc.
iii. Select criterion that the bank needs to underwrite the loan was not sufficient.
Additionally, you must have an estimated refund of $500 to prequalify.
Can I start my return without my W-2?
A. Yes you can! Just bring in your pay stub to your local Jackson Hewitt office to start your return.
What is the process to get a Refund Advance?
A. When you file your taxes with Jackson Hewitt you can apply to receive a $200 - $1300 Express Refund Advance.
Or you can Log on to www.MyRefundAdvance.com to see if you prequalify.
How much does Express Refund Advance cost?
A. There’s no fee or interest for clients who file their tax return with Jackson Hewitt.
How do I pay it back?
A. The loan will be repaid out of your tax refund.
Do you have to be an existing client to be able to apply for this product?
A. No, you do not need to be an existing client to qualify.
What are my chances of being approved for an Express Refund Advance?
A. The bank will verify: Payment history with the IRS, and status of education, loans, child support, tax liens, etc.
How fast will I get the communication from the bank about my application status?
A. Your status will be sent via email or text within 60 minutes of applying.
Do I have to go online to complete loan paperwork this year?
A. You can get prequalified for an Express Refund Advance online at MyRefundAdvance.com starting 11/15.
During tax preparation, the loan documents will be submitted electronically. There is no need to go online.
What do I need to bring with me to the office to apply?
A. Be sure to bring the following to the office. We’ll be completing the tax interview, and will need:
Most recent paystub for you and your spouse if filing jointly
Other sources of income, like Pension, Unemployment or Social Security
Driver's License(s), Social Security card, or other Government issued ID
Social Security numbers and birth dates of any additional dependents
What can I receive in December?
A. Clients can get money as early as December 15 in neighborhood locations when they file their taxes with Jackson
Hewitt. You can get started on your paystub, and if you qualify, receive between $200 - $400 in December.
If I get $200 in December, when will I get the rest of my Express Refund Advance?
A. Your second disbursement will be available when we receive your W2 or other income verification documents.
During your interview, we can discuss your employer or payroll provider. We may be able to download your W2
without you coming back into the office.
What are my disbursement choices for Express Refund Advance?
A. If you start with your paystub
a. In Walmart, you can choose to receive your first disbursement on a Walmart eGift card or direct deposit.
b. In a storefront office, you can choose to receive your first disbursement on an American Express Serve
Card, Walmart eGift card or direct deposit.
B. With your W-2, you can choose to receive your disbursement
a. In Walmart on a new or existing American Express Serve card, an existing Bluebird card or Walmart
MoneyCard, a Walmart eGift card or direct deposit.
2017 Customer Support FAQ
b.
In Storefront on a new or existing American Express Serve card, an existing Bluebird card, a Walmart eGift
card, or direct deposit.
When does Walmart open?
A. Starting Dec 27, Walmart will support this program by opening tax season early in 3,000 stores.
Is this a new program?
A. This is the third year for Jackson Hewitt to provide a Refund Advance to our clients.
If I’m filing Married Filing Jointly, does my spouse need to come to the tax interview to apply for the Refund Advance?
A. Yes, both of you do need to be present at your appointment to finalize everything.
I opted for the direct deposit on my Express Refund Advance, but I still have not received my funds?
A. The bank will also make three attempts to deposit the funds before mailing a check.
Refund Timing
Will My Refund Be Delayed?
A. If your tax returns contain Earned Income Tax Credit (EITC) and/or Additional Child Tax Credit (ACTC), refunds will
be funded no earlier than February 15, 2017.
What is Standard IRS Timing for Refunds?
A. IRS issues most refunds in less than 21 of filing date, following the IRS open date.
Is this different than previous tax seasons?
A. In previous years, our experience was that clients received their refund within 11 – 14 days of filing, after the IRS
began processing refunds in mid-January.
If I file earlier, will I get my refund earlier?
A. We are also advising clients to file as early as possible to ensure they are in the first wave of processing with the
IRS. We also remind all clients that they could apply for and potentially receive an Express Refund Advance as
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early as December 15 .
What if I file online?
A. We are reminding individuals who file early online, that if their return contains one of these credits, their refund
also will not be funded before February 15, 2017.
When will I get my refund? I mailed in my return.
A. If you mailed your return and requested the IRS to mail you a check, it will take approximately 5–7 weeks.
When will I get my refund?
A. If you received an assisted refund, you can find out the status of your refund online at jacksonhewitt.com/MyJH
Or you can visit irs.gov/refunds
I checked the IRS site. There isn’t anything available?
A. Information appears on the IRS website approximately 24 hours after the IRS receives your return online, or four
weeks after mailing a paper return.
I checked the IRS site. They are saying my refund has been released. When will I get it?
A. Funds will be available 24-48 hours after the date noted on the IRS site.
My return is delayed!
A. I’m sorry to hear that. With the new PATH act, the IRS is taking additional time to review. Please contact the IRS at
1-800-829-1954 for more information.
2017 Customer Support FAQ
The Path ACT
What is the PATH Act?
A. The PATH – Protecting Americans against Tax Hikes - Act is a new tax law that gives the IRS more time to review
returns with specific tax credits, and to compare W2 forms from employers against the individual tax return.
What happens if my return doesn’t match my W2?
A. IRS is taking extra time to verify W-2 forms from employers against the information taxpayers put into their tax
return forms. If these numbers don’t match, your refund could be delayed.
How will the PATH Act impact taxpayers?
A. It will delay refunds for clients who receive EITC and/or ACTC until at least February 15, 2017.
What should taxpayers do to get their refund as early as possible?
A. Taxpayers should file as early as possible to get their tax return in the first wave processed by the IRS.
Also, they should consider filing with Jackson Hewitt and apply for a Free Express Refund Advance.
Refund Issues
I opted for the direct deposit. How will the funds get into my account?
A. The IRS will deposit your refund directly into your bank account when available. They will make three attempts.
If the attempts fail, they will print a check and mail it to the address on file which can take up to six weeks.
Why was my state refund less?
A. Don’t worry! If your state refund arrived before your federal, any fees due would be shifted to come out of your
state, not federal refund. You should see the difference in your federal refund!
My check was less than you told me!
B. I’m sorry to hear that. There most likely is an issue with the IRS. To find out why the entire expected amount was
not deposited, please call the Treasury Offset (FMS) department at 1-800-304-3107.
They’ll be able to let you know what happened.