Tax Return Delivery & NetClient CS

Learning Objectives Reinforce the Rootworks recommended tax return delivery process (including invoice and communications) Learn common NetClient CS issues from client and how to troubleshoot them

RootWorks Recommended Method RootWorks sends returns and all other document from FileCabinet to the portal –Creates one process no matter what is being posted to the portal –Eliminates the random issues with new portals creating, or documents not posting to the correct portals

RootWorks Recommended Method The Print Collation creates the Action Required PDF –We have our collations setup for the 1040 and states to do this. The option “print on paper when storing in FileCabinet” is the function that creates them –Requirement is having a printer that is either Adobe PDF or another PDF Print Driver

Common Questions on the Process The return that prints to FileCabinet is the preparer copy –Correct – However, the settings in FC allow you to remove items such as Diagnostics, Depreciation reports, etc. But we don’t want to give the client all the extra pages –We have to remember we are trying to create a process, why worry about a page or 2 that you normally wouldn’t give the client, they pose no harm

Common Questions on the Process How do you notify the client about the return? –We the invoice from Practice CS, and attach an template (saved as an Outlook Signature) that explains the process of reviewing and paying for the return Are the steps documented? –In the resource center there is a document labeled “The Complete Paperless 1040 Process”… this covers the entire process.

Typical Troubleshooting on Portals The Client cannot print their documents –Check which browser they are using. Some browsers open the PDF as a tab in the browser, if that is the case, have them use IE. Client is getting “Server Error” –Typically they are in an browser that is unsupported or need to clean out their temporary internet files

Typical Troubleshooting on Portals The documents aren’t showing on the portals –Verify you have actually sent them (don’t laugh, it happens) –Make sure the portal does not have selected folders showing on the portal The client is locked out of the portal –This is an automatic 30 minute time period that even if reset, they cannot login

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