Users Manual And Getting Started Guide

Users Manual
and Getting Started Guide
Covering the Refund Transfer Program
For the 2013 Filing Season
Index
Getting Started
What’s New for 2013………………………………………………………………………………………………….…………..
Receiving Your Password……………………………………………………………………….…………………………...…
Activating Your Refund Advantage Account…………………………………………………….…………………………...…
Installing the Refund Advantage Getting Started Software …………………………………………………………………..
Welcome to the Refund Advantage Customer Center..…………….…………………………………………………..…..
Refund Advantage Mobile App…………………………………………………………………………………………………
Check Cashing Arrangements…..………………………………………………..……………………………………..…….…
Security Precautions and Multiple Office Setup ………………………………………..………………………………………
Contacting Customer Support ………………………………………………………….……………….………………….…..
2
3
3
4
8
8
9
10
11
Descriptions of Our Financial Products ……………….…………………………………………………………………..
12
Step-by-Step Instructions for Offering Bank Products ………….……………………………………………………
14
Processing New Taxpayers …………………………………………….………………..…………………………………
16
Taxpayer Applications
Completing the Taxpayer Application ……………………………………………………………………………..…………..
Submitting the Taxpayer Application …………………………………………………………………………………………..
Printing the Taxpayer Application ………………………………….……………………………………………….…..………
Modifying a Previously Submitted Application ………………………………………………………………….…………….
Retention Requirements of Taxpayer Identification and Paperwork…………………………………………………………
Additional Taxpayer Disclosure Forms Required by IRS ……………………………………………………………………
Additional Taxpayer Disclosure Forms Required by State Law ……………………………………………………………
17
18
19
20
20
20
21
Printing Checks & Check Handling Procedures
Printing Your Checks ……………………………………………………………………………………………….……………… 22
Reprinting a Previously Printed Check..………………………………………………………………………….…….………. 23
Distributing a Check to a Taxpayer…………………………….………………………………………………………..……….. 24
Check Storage and Security…….………………………….…………………………………………………………..……….. 24
Handling Lost, Damaged or Forged Checks..…………….……………………………………………………………………. 25
Direct Deposit Handling Procedures
Direct Deposit Sent to an Incorrect Bank Account …………………………………………………………………….……….. 27
Taxpayer Fraud and Direct Deposit………………………………..…………….…………………………………….……..
27
Taxpayer Status Information & Report
Checking a Taxpayer’s Status …………………………………………………………………………………………………… 28
Reports ……………..………………………………………………………………….…………………………………..……….. 28
Fee Payments
Fee History………………………………………………………………………………………………………………………
Fee Deposit History Report……………………………………………………………………………………………………
Fee Assist………………………………………………………………………………………………………………………..
30
30
30
Account Configuration
Changing Your Account Options ………………………………………………………………………………………….……… 31
Changing Your Account Information ………………………………………………………………………………….………… 31
View Your Incentives ……………………...………………………………………………………….……………….……….
32
Changing Your VERA Settings …………………………………………………………………………………………………. 32
Ordering Supplies ………………………………………………………………………………………………………………… 32
Prepaid Debit Card Handling Procedures
How to Participate ………………………………………………………………………………………………………………….
Procedures for Offering the Instant Issue Prepaid Debit Card……………………………………………………….………
Card Storage and Security …………………………………………………………………………………………………….
Taxpayer Fraud and the Prepaid Debit Card …………………………………………..…………………………..……….
Handling Lost Cards …………………………………………………………………………………………………….…………
33
33
34
34
34
ERO Business Practices and Procedures
ERO Security Requirements………………………………………………………………………………………….………….. 35
ERO Compliance with Other Consumer Laws ……………………………………………………………………….………… 36
ERO Marketing Materials Requirements ……………………………………………………………………………………… 37
Disqualification and Suspension of EROs …………………………………………………………..……………….………
37
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Getting Started
Thank you for choosing Refund Advantage for your tax refund services. Our program helps you compete with
the national chains by providing you with the tools you need. Unlike many of the largest bank product
programs, our program is focused on you – the independent ERO.
This Users Manual and Getting Started Guide will walk you through the process of using Refund Advantage
and giving your business the advantage you’ve been looking for with our many options to customize your
account and creative solutions available! Prior to Tax Season, please read this Guide, as it will walk you
through the process of setting up your Refund Advantage account, making sure you have a smooth and
enjoyable tax season!
WHAT’S NEW FOR 2013
Below is a list of enhancements, improvements and other changes for the upcoming season. Many of our
improvements are the result of your suggestions, so, if there is any way that we can make your experience
more pleasant, please be sure to let us know!
Mobile App
With our new mobile phone app, RA MOBILE, you can access useful information about your business
from anywhere using your iPhone® or Android® devices. Receive daily updates on product funding,
checks released, and much more. By default, you will use your normal Customer Center password to log
into the RA MOBILE app. However, if you want to use a different password, you can set a unique
password for accessing the Mobile App by visiting MY OPTIONS. See page 8 for more information.
ERO Dashboard
The new ERO dashboard (found in the Customer Center) pulls together in one place all the useful
information and helpful charts to assist you each day with your business. It includes current industry
news, your product volume, summary fees earned plus much more. You can password protect the
sensitive portions of the dashboard by visiting MY OPTIONS. See page 8 for more information.
Fee Assist
New for 2012/2013, we are happy to introduce “Fee Assist.” This service helps EROs to manage their
business cash flow requirements by receiving a portion of their tax preparation fees early in the tax
season. Under this program, a portion of the ERO’s tax preparation fees may be advanced to the ERO
when the tax return is accepted by the IRS. Then, once returns are funded by the IRS or state, the ERO
fees are collected and a portion is retained in repayment of the advance. This service runs through
January 31st. You can elect to utilize this service by visiting the MY OPTIONS section of the Customer
Center. The Customer Center will provide reporting and other information to help you monitor the
amount and status of any advances you may have received through this service. See page 30 for more
information.
Text Message on ACH Direct Deposits & Card Loads
Last year, for taxpayers who provided a cell phone number, we sent a text message to notify the
taxpayer when a check was ready to be picked up at your office. This year, we have added texting when
taxpayer funds are released by direct deposit or on a debit card. The service notifies taxpayers for all
disbursements – federal or state. This expanded service is just one way we help you communicate more
effectively with your client.
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Dedicated Taxpayer Support Staff
We have a new dedicated taxpayer support staff specially trained to assist taxpayers. While most
taxpayers visit www.taxpayerinfo.com to receive information on their refund and get answers to basic
questions, new toll-free numbers provide additional service to help taxpayers with unique problems or
questions. Together with our existing ERO support staff, all of our customer service representatives
strive to provide unparalleled service and support to you and your clients. See page 11 for more
information on all of our support options.
Check Verification Web Site
Financial Institutions now have two ways to verify a taxpayer check. They can call the toll-free phone
number appearing on the check, or visit our new check verification web site www.verifytaxcheck.com.
The Learning Center (Education Tutorials)
We have new Educational Tutorials that walk you through how to best use and take advantage of all the
benefits and options provided. Even if you have been using Refund Advantage for years, review the
short Educational Tutorials in The Learning Center to both re-familiarize yourself with the software and to
learn new helpful features we have put in place for you! You can view the tutorials by choosing THE
LEARNING CENTER from the Customer Center menu.
Tax Market Information
The Tax Market Area Report Card, detailing your competitors, has been updated to include the 2012 filing
season information. Use this information to learn who your competition really is, how you compare,
determine your future marketing plans, and to help value your business. New for this year, we also list
PTIN holders in your area.
Your report outlines each tax office within your market area, including detailed electronic filing volume for
the past 15 years on each office within your zip code. Your market area is generally defined as the area
located within 5 miles of the midpoint of your zip code. As a result, your market area generally covers an
area equal to 100 square miles. Reports are updated each spring and fall of every year as new
information becomes available.
ERCs and ERDs Are Now Simply Called RTs
In an effort to simplify our materials for you and your clients, you may have noticed that our materials no
longer use the terms Electronic Refund Checks (ERC) or Electronic Refund Deposits (ERD). Instead, we
now use the term Refund Transfer (RT). In describing the various disbursement methods associated
with Refund Transfers (RT), we now simply refer to those methods as ‘Check’, ‘ACH Direct Deposit’, and
‘Debit Card.’ In prior years, these disbursement methods were referred to as ERC, ERD and debit card,
respectively.
RECEIVING YOUR PASSWORD
When you enroll with Refund Advantage, you submit your EFIN as part of the application process. Your EFIN
(Electronic Filing Identification Number) will be your account number with Refund Advantage.
In order to log into the Refund Advantage system, you must have your EFIN number and an eight-digit
password, which was included in the Welcome Letter mailed to the address you provided when you enrolled.
This Welcome Letter will also give you instructions on how to log into our system and activate your account.
If you did not receive this letter, please contact Customer Support toll-free at (800) 967- 4934.
ACTIVATING YOUR REFUND ADVANTAGE ACCOUNT
We, along with the IRS and other federal authorities, require EROs to follow applicable laws and regulations.
As a result, EROs are required to complete a training program, a compliance test, and activation steps prior
to tax season in order to activate your account. To begin, install the Refund Advantage software and follow
the directions outlined below. At any time, you can view your activation status by clicking GETTING
STARTED from the Customer Center menu.
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INSTALLING THE REFUND ADVANTAGE GETTING STARTED SOFTWARE
As part of our Getting Started process, you will be asked to download software to your computer through the
Internet. This Getting Started software enables you to print checks within your office. Every ERO (whether
you are new to Refund Advantage or not) must install the 2012/13 version of the Getting Started software.
Instructions for installing the software and activating your account for 2013 are below. To begin your
download and installation, complete the 14 steps outlined below. If you have more than one computer in your
office, complete all 14 steps on your first computer (it doesn’t matter which computer you pick), and steps 1
through 3 on each additional computer in your office.
IMPORTANT NOTE: When downloading and installing the software, you should be logged into your computer using an account that
allows administrative access. You can verify whether you have administrative access by going to your Windows control panel on your
computer, then choosing ‘user accounts.’ If you can view the user accounts, you have administrative access. If you cannot, then you
are not logged into your computer with an account allowing administrative access. In such case, you will need to log off from your
computer and log back in using an appropriate Windows login account.
1. Log into Your Account at Refund Advantage.
If you were a customer of Refund Advantage last year, click the Refund Advantage icon on your desktop.
Otherwise, open Internet Explorer on your computer and navigate to www.refund-advantage.com. Log
into your account by entering your EFIN and password provided to you in the Welcome Letter you
received after you enrolled. If you were a customer of Refund Advantage last year, you may be prompted
to change your login password. When you are logged in, you will see a welcome screen and the
Customer Center menu on the left of your screen.
2. Click GETTING STARTED under ‘Help’ from the Customer Center Menu.
Next, click GETTING STARTED under ‘Help’ from the Customer Center menu and follow the on-screen
instructions. These printed instructions also walk you through the process at the same time.
If this is the first time you have started the Getting Started process, you may be asked to confirm your tax
software and other selections with respect to Refund Advantage. If you have already confirmed your
selections, you will skip this step. If the tax software or other information listed is incorrect, you will
receive instructions on how to make corrections before continuing.
If you have not already installed the 2012/13 Getting Started software on your computer: You will be
prompted to install our software before continuing through the remaining steps below. Once installed,
reopen the Refund Advantage software using the new icon installed on your computer desktop and click
GETTING STARTED once again to continue the process. You will then be able to walk through the
remaining steps of the Getting Started process by continuing to step 3 below.
If you have already installed the 2012/13 Getting Started software on your computer: Please follow the
on-screen instructions as you complete the steps below. You will need to complete the steps below
before your account can be activated to offer bank products.
3. Test Your Printer.
Next, you will automatically install the specialized software that allows the Customer Center access to
your printer in order to print checks. The Customer Center is used to print your customers’ checks. You
should now see a prompt to print a test check. Please click this button to test whether our software is
communicating with your computer and printer.
STOP! If you are performing the Getting Started process for the first time this year, continue on
to steps 4 through 14. If you are installing on an additional computer in your office, stop here.
4. Testing Your Connection to Our Server.
Depending on your tax software and Refund Advantage program selections, you may be prompted to test
your connection to our server. If you are prompted to complete this test, please follow the on-screen
instructions. Otherwise, you will automatically skip this step.
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5. Decide Whether to Opt in to Optional Services or Features (if available).
If the prepaid debit cards program is available in your area, you will be asked if you want to participate in
the debit card program. If you opt in to the card program, you will be asked to review and agree to a
separate agreement related to the offering of prepaid debit cards. All supplies for this program are
shipped directly to you from the debit card company.
If other optional features or services are available, you may also be presented with information on those
services.
6. Review Disclosure Requirements of Your State.
Some states have specific disclosures you are required to provide taxpayers according to state law. In
many cases, substantial financial penalties exist if you fail to follow state laws. If you are in one of these
states, you are required to provide any additional disclosures required by your state law, and to follow
any other guidelines of your state as they pertain to your business. If you are required to provide
taxpayers with certain written disclosures, we have provided forms that you can use for this purpose.
Please review the specific disclosure requirements of your state. These forms can also be found under
FORMS AND MATERIALS in the Customer Center. If you are required to post a wall posting, you must
ensure that you do so prior to the start of tax season. Some states may also have certain required oral
disclosures or certain prohibited activities. You should review applicable state laws to ensure your
compliance with the laws of your specific state prior to the start of tax season.
7. Review Available Reference Materials.
Next, you will be prompted to print specific instructions on using Refund Advantage with your specific tax
software. These instructions are also available by clicking FORMS AND MATERIALS under HELP from
the Customer Center menu. You will also see a link to the Refund Advantage Users Manual and Getting
Started Guide. Be sure to read the entire Users Manual and Getting Started Guide for important
information and additional assistance using our software.
8. Acknowledging Your Receipt and Acceptance of the ERO Agreement.
As a condition of your participation in the Refund Advantage program, you have agreed to the terms and
conditions of the ERO Agreement. The ERO Agreement lays out your responsibilities and obligations
under the program.
You will now be prompted to print a copy of the ERO Agreement along with an acknowledgment form.
You are required to retain a copy of both of these documents in your office for your records; and, to fax a
copy of only the one-page Acknowledgment Form to Refund Advantage at (877) 559-0558. If a
government auditor visits you to review the adequacy of your procedures, you may be asked whether you
have a copy of the ERO Agreement and the signed Acknowledgment Form. To ensure compliance with
proper procedures, Refund Advantage and Ohio Valley Bank may also ask to see a copy of both
documents if either company audits your office.
If you do not complete and fax the Acknowledgment Form, you will not be able to offer bank products in
your office. After faxing your Acknowledgment Form, please allow up to 24 hours for the Customer Center
to reflect our receipt of your faxed form. You can verify whether we have received your faxed
Acknowledgment Form by choosing GETTING STARTED from the Customer Center menu.
9. Complete the Bank Product Compliance Training and Testing.
The Compliance Training will cover federal laws and important procedures as they relate to your business
and to bank products. The IRS and other federal regulatory agencies require that EROs be
knowledgeable and follow certain procedures. The training will help ensure you are adequately prepared
to follow correct procedures. Like other bank product programs, we incorporate training and testing into
our program requirements. The EFIN owner, along with all paid tax preparers and other employees who
deal with bank products in your office, are required to complete this training and take the test prior to the
start of tax season. All individuals who will be offering or discussing bank products with taxpayers, or who
have access to customer information in conjunction with bank product services, are required to review the
training video and take the compliance test.
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The Bank Product Compliance Training takes between fifteen and thirty minutes to complete. You can
complete this training now. Or, to complete this training later, choose THE LEARNING CENTER from the
Customer Center menu, and then choose BANK PRODUCT COMPLIANCE TRAINING. In compliance
with federal guidelines, until the training is completed, you will be unable to use your Refund Advantage
account.
10. Personalize Your Account under MY OPTIONS.
Click MY OPTIONS in the Customer Center menu. Review the available options allowing you to
customize your account. After making any changes under MY OPTIONS you must click SAVE
CHANGES before leaving the screen.
Check Printing Options
If you want to receive an email or text message when checks are available for you to print, enter your
email or text message number here.
Advertising on Your Customer’s Check Stub
Advertise on the checks you print by adding optional text that appears on the customer stub portion of the
check. You can choose to thank customers, advertise additional services, provide your office phone
number, or supply other instructions.
Adding Security to Your Account
You can control whether an additional password is necessary to access options in the Customer Center
like: MY OPTIONS, MY ACCOUNT INFORMATION, and MY INCENTIVES. This is useful if other
individuals in your office will be using the Customer Center, and you would like to limit their access. If
you select YES, a password is required in order to access these three options.
You can also control whether an additional password is required for reprinting checks and to access
various reports within Refund Advantage. These passwords may be different than your other Refund
Advantage passwords. If you forget your passwords, please call us for assistance.
Other Options
Review the other options listed to make sure that your account is set up to assist you in every way
possible.
If you make any changes under MY OPTIONS, make sure to click SAVE CHANGES before leaving the
screen.
11. Review Your Account Information.
From the Customer Center, click MY ACCOUNT INFORMATION to view or update your office address,
banking information, and other similar information. Remember, you can password protect access to this
option.
Bank Information
Please verify that your personal banking information is correct in order for you to properly receive the fees
deducted from your clients’ refunds on your behalf. These fees will be sent through ACH direct deposit to
the account specified here. If the information you enter here is incorrect, you will be liable for any loss of
fees that may result.
Office & Ownership Information
Verify and update your contact and office information. Pay special attention to your email address to
ensure you receive important announcements during the season.
Please be sure that your EFIN ownership information is correct for 1099 reporting. This can only be
updated through the Customer Center.
12. View Your Tax Market Area Report Card.
View your personal Tax Market Area Report Card for your office zip code, detailing your competitors’
volume and growth, your market area, and your region’s filing patterns. Use this information to learn who
your competition really is, how you compare, and to help determine future marketing plans. Access your
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Tax Market Area Report Card anytime by choosing TAX MARKET AREA REPORT from the Customer
Center menu. The report card is updated every spring and fall.
13. Personalize Your V.E.R.A. Account.
Save yourself time by eliminating “is my check ready?” calls to your office with VERA! Have your
customers call a FREE automated customer-assistance line or visit a special taxpayer website we have
established, to find current information about their bank products. We provide a website and a toll-free
number for your clients to call where they hear a personalized (by you) message regarding the status of
their bank products.
You personalize the messages your clients hear on the phone or see on the website by choosing VERA
SETTINGS from the Customer Center menu. Taxpayers can call up to five times per disbursement (i.e.
per check or direct deposit). In other words, taxpayers receiving two checks can call up to 10 times.
Taxpayers receive a polite message telling them how many calls remain once they are close to their
maximum number of calls. We have found that taxpayers typically call 3 to 4 times per check.
Your taxpayers can also visit www.taxpayerinfo.com to get the most current information on their bank
products. There is no limit to the number of times a taxpayer can visit this site.
We supply you with cards (the size of business cards), free of charge, with both the toll-free number of
VERA and the web site address, to give your clients upon your request.
14. Order Additional Marketing Supplies from Refund Advantage.
You can order a complimentary table tent and/or poster by clicking ORDER SUPPLIES and following the
instructions. If you would like additional table tents, posters, or would like to purchase a window sign,
outdoor banner, or other materials, click ORDER SUPPLIES from the Customer Center menu and follow
the directions.
Important Note: Any marketing materials you develop that mention bank products must be submitted to
Refund Advantage for approval prior to their use. We, like other bank product programs, are required by
government regulators to verify that the materials adhere to certain standards and provide you with
written approval prior to your use of the materials.
If you are participating in our instant-issue Prepaid Debit Card program, an initial order of 25 cards will be
sent to you. You may order additional cards by clicking ORDER SUPPLIES as explained above. Please
note that unused Debit Cards you received last year from our card processor may be used this year.
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WELCOME TO THE REFUND ADVANTAGE CUSTOMER CENTER
You and your staff will use the Refund Advantage Customer Center to interact with Refund Advantage, print
checks, print reports, track fees, check a bank product status, change your account information, and keep you
up to date with current industry news.
You can access the Customer Center in two ways:
The first is through our secure web site at www.refund-advantage.com.
Simply navigate to our web site and enter your EFIN at the log-in screen (as
seen to the right). Once you click SUBMIT, you will be prompted to enter
your PASSWORD. Your password was provided to you in the Welcome
Letter you received after you enrolled in our system.
The second way to access the Customer Center is through the software you installed onto your computer as
part of the Getting Started process outlined on page 4. If you installed the Refund Advantage software there
will be an icon on your desktop to access your account.
The Customer Center is designed to be easy to use, with menu options listed on the left, and quick link
options on the upper right. Each option will be explained in this Users Guide.
Customer Center Menu
Use your mouse to make
selections from the Customer
Center Menu.
ERO Dashboard
Each time you log in, you will
see the ERO Dashboard. The
ERO Dashboard pulls together
in one place all the useful
information and helpful charts
to assist you each day with
your business. It includes
current industry news, your
product volume, summary
fees earned plus much more.
You can password protect the
sensitive portions of the
dashboard by visiting MY
OPTIONS.
REFUND ADVANTAGE MOBILE APP
With our new mobile phone app, RA MOBILE, you can access useful information about your business from
anywhere using your iPhone® or Android® devices. Receive daily updates on product funding, checks
released, and much more. You can set a unique password for accessing the Mobile App by visiting MY
OPTIONS. For office groups, the Mobile App provides the home office information for each office within your
group.
To download the RA MOBILE app on to your device, visit the App Store (for iPhone® or Apple devices) or the
Google Play Store (for Android® devices). Then, search for “Refund Advantage” to locate the RA MOBILE
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app. Minimum requirements for the RA MOBILE app are: iPhone (version 3GS or higher), iPod touch (3
generation or higher), iPad (iOS 4.3 or later), Android devices (version 2.1 or later).
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CHECK CASHING ARRANGEMENTS
Wal-Mart provides check cashing services for checks issued to your clients. Wal-Mart charges a $3 fee to
cash checks of $1,000 or less, and $6 to cash checks between $1,000 and $7,500. Due to state law, the
maximum check amount that may be cashed is $6,000 in Connecticut and $2,000 in Florida. Please note that
Wal-Mart stores in New York and New Jersey do not offer check-cashing services.
Our checks may also be cashed at 7-Eleven stores equipped with the Vcom check-cashing kiosk. This kiosk
is a fully automated check-cashing machine with touch screen technology in English and Spanish. Vcom is
available at over 2,100 locations nationwide and is available 24 hours a day. Visit www.7-eleven.com to find
the 7-Eleven Vcom location closest to you.
Additionally, our checks can be cashed at the participating locations for the following grocery stores through
their payroll and government check cashing service: Safeway, Piggy Wiggly, Albertson’s, Vons, Dominick’s,
Randalls, Tom Thumb, Genuardi’s, Pavilions, CARRS, and My H.E.B.
Walmart honors checks up to $7500.
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Walmart charges a fee of $3 per check up to $1000
Walmart charges a fee of $6 per check from $1001 $7500.
The following states are excluded from this policy:
Connecticut (will cash up to $6000), Florida (will cash
up to $2000), New York, New Jersey
Other Cooperating Check-cashing Centers
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7 Eleven
Albertsons
Carrs
Genuardis
H.E.B. ($3 fee for up to $9500 per check)
PigglyWiggly
Pavillions
Randalls
Safeway
Thumb
Vons
Dominick’s
In order to further assist taxpayers in cashing our checks at other banks, Ohio Valley Bank has provided a
Good Funds Check Cashing Letter. This letter may be found in the Customer Center under FORMS AND
MATERIALS. We recommend that prior to the start of tax season you take this letter to local financial
institutions to familiarize them with the program. We suggest that you start by visiting the bank with which
you currently bank. In addition, we are happy to talk to your local bank to alleviate their concerns.
If a bank does not accept the Good Funds Check Cashing Letter, you may be successful in negotiating an
arrangement with a local bank to cash your checks in exchange for a small fee. In these cases, a bank may
typically charge the taxpayer a fee of $5.00. Or, you may wish to negotiate an arrangement with a local
check casher to reduce their fee in exchange for you referring all of your clients to them. If you have a special
arrangement, you should consider including instructions on the taxpayer’s check stub explaining the check
cashing process (see step 10 on page 6 for information on including user-defined text on the check stub). In
negotiating these arrangements, it is important to explain to the check cashing institutions that the weekly
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cycles of the IRS may result in a large amount of checks on the same day, so the bank or check casher can
anticipate their need for cash. Before making any arrangement with a check casher, please make sure any
arrangements you may make are in compliance with your local laws.
When cashing the checks, the check cashing institution must simply do the following:
1. Call the toll-free number listed on the check to interface with our automated check verification
system or visit www.verifytaxcheck.com to ensure that this check is properly authorized for
payment in the amount indicated. Please note that each check can be verified only once.
2. Following the procedures we outline here as well as their own internal procedures, the check
casher should determine that the check does not have obvious signs of tampering and determine
that the check is endorsed by the person the check is made payable to (or both parties, if the check
is payable to a married couple).
3. Properly identify the person cashing the check as the actual payee named on the check. To assist
the check casher in this area, we have instituted advanced check security features to assist the
casher when verifying the check through our automated system.
SECURITY PRECAUTIONS AND MULTIPLE OFFICE SETUP
Refund Advantage utilizes three forms of protection to provide for effective security.
1. All information displayed to you within our software passes through a SSL connection utilizing
encryption that prevents others from intercepting confidential information.
2. Your account information and taxpayer data is automatically protected by virtue of your EFIN and
login password. Only an individual with your EFIN and the corresponding login password have
access to your account.
3. Consider utilizing the additional password protection available to you within the Customer Center.
You can set up passwords for areas of the Customer Center to limit access by your staff, or by your
satellite offices. See “Add Security to Your Account” in step 10 on page 6 for more information.
If you are the main office of a chain of offices, you can monitor the status and bank product volume of each of
your offices from within your account, using any of the Report Options. An especially useful report is “Product
Count Report” (see page 29 for more information). In addition, our Mobile App and ERO Dashboard provide
you with information on your offices as a group, and each of your individual offices.
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CONTACTING CUSTOMER SUPPORT
Refund Advantage is committed to providing exceptional customer service and support to our clients. Our
Customer Support lines are open during business hours, with greatly expanded support during the filing
season. For specific hours, please visit the Customer Center and choose the option CUSTOMER SUPPORT.
ERO Support:
Specially trained customer service representatives are available to help assist you.
Live Support …………………………………………..……………………….. 1-800-967-4934
Fax (please include your EFIN)…………………….………………………… 1-877-559-0558
E-Mail Support (please include your EFIN)…………….…………………… [email protected]
Taxpayer Support:
While most taxpayers visit www.taxpayerinfo.com or use VERA to receive information on their refund and
get answers to basic questions, we provide specialized taxpayer support to provide additional service
and to help taxpayers with unique problems or questions.
Live Support………………………………………………………………….….
Web Support…………………………………………………………………….
24-Hour Automated Support (through VERA system)……….……………..
Fax…………………………………………………………………………….….
1-866-876-6648
www.taxpayerinfo.com
1-888-875-8372
1-877-559-0558
Check Cashing Support:
Check Cashing institutions use our live support number or web site to verify taxpayer checks.
24-Hour Automated Verification…………………………………………….... 1-800-618-6264
Web Verification ………………………………………………………….……. www.verifytaxcheck.com
Mailing Information:
Always write your Refund Advantage Location Number on all correspondence so that we can identify the sender.
Please mail correspondence to: Refund Advantage, P.O. Box 24462, Louisville, KY 40224
Below are some phone numbers related to the IRS and electronic filing that may be useful to you during the
filing season.
Refund Status ……………………………………………………....…
Individual Taxpayer Information ……………………………..….…..
Criminal Investigation Hotline – Tax & EITC Fraud …………...….
U.S. Treasury Offset Program Call Center …………………………
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1-800-829-4477
1-800-829-1040
1-800-829-0433
1-800-304-3107
Descriptions of our Financial Products
We offer a full suite of financial products. Disbursement methods include instant issue checks, direct
deposit, and debit cards.
INSTANT-ISSUE CHECKS:
Instant-issue checks are a quick and cost effective method for your clients to receive their tax refund without
having to pay their tax preparation fees up front. Federal tax refunds are available as soon as 5 business
days due to changes in IRS processing cycles under the new IRS CADE2 payment system. This means that
during 2013, many RTs will be available within 5 business days.
In cases where the refund is processed by the IRS through the CADE2 system, RT checks are released daily
upon the receipt of the IRS tax refund (or state tax refund, if applicable). For those refunds not coming
through the CADE2 system, there is no guarantee when during the week the IRS will release that week’s
refunds. It may occur any day of the week, at any time. You should be prepared for a large volume of checks
when it occurs.
Once the tax refund is received from the IRS, we will deduct all applicable fees, and then you will print a
check payable to the taxpayer.
If we do not receive an IRS and/or state refund on behalf of a taxpayer, no tax preparation or other fees can
be deducted. In the case of unfunded refunds, you must collect your fees directly from the taxpayer. You can
help ensure your tax preparation fees are paid by offering the state refund products, because your fees are
deducted from the proceeds of whichever refund (federal or state) is received first. In cases where the
federal refund is not paid by the IRS, your fees can still be paid to you if the state refund is received.
DIRECT DEPOSITS:
Our Refund Transfer Direct Deposit is a way for your clients with a checking or savings account to receive
their tax refund. This product is similar to the Instant-Issue Check, except that, when the taxpayer's refund is
received, we deduct all applicable fees and disburse the proceeds to the taxpayer's personal checking or
savings account through ACH direct deposit.
For more information on selecting a Direct Deposit disbursement on the Taxpayer Application, please refer to
the instructions for section 12 of the Taxpayer Application found on page 18.
PREPAID DEBIT CARDS:
Debit cards are an increasingly popular way for a client to receive their refund. For EROs participating in our
instant-issue card program, you provide the taxpayer with a prepaid debit card at the time their taxes are
prepared. When the taxpayer calls the toll-free number listed on the card to activate it, they are given the
option to upgrade to a permanent reloadable card. Additional information is found on pages 33 - 34.
The prepaid debit card works like an ATM/debit card. The prepaid debit card contains the VISA logo and can
be used nationwide at ATM machines or used to make purchases at stores that accept debit cards.
Taxpayers who choose a prepaid debit card option are subject to additional fees and charges associated with
the use of the prepaid debit card.
When the taxpayer's refund is received, we deduct all applicable fees and place the proceeds on the prepaid
debit card almost immediately. The prepaid debit card product may not be available in all areas.
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STATE REFUND PRODUCTS:
By offering state refund products to your clients, you build additional customer loyalty and help guarantee
receipt of your fees. By routing your taxpayer’s state refund to the Refund Advantage program, you help
guarantee receipt of your fees, in cases where the taxpayer does not receive a federal refund.
When a taxpayer receives a state refund product, the proceeds of their state refund will be disbursed using
the same disbursement method as the federal refund proceeds. For example, if a taxpayer selects a check
disbursement, both the federal and state refund proceeds are processed as checks. In addition, because
your fees are deducted from whichever refund is received first, state refunds help guarantee the speedy
payment of your fees.
State refund proceeds are available in as little as 2 days after filing the taxpayer's tax return (check with your
state revenue agency for specific details in your state). State refund products are available in all states that
levy a state income tax.
The “STATE/FED DISBURSEMENT WORKSHEET” is available through the Customer Center for your use.
Use this worksheet to explain the disbursement amounts a taxpayer receiving both a federal and state refund
may receive. The worksheet helps taxpayers understand that the exact disbursement amounts will depend
on whether the state refund is received before or after the federal refund. The reason for the difference is the
fact that the tax preparation fees are deducted from whichever refund is received first. To view this
worksheet, choose FORMS AND MATERIALS. Then choose STATE/FED DISBURSEMENT WORKSHEET.
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Step-by-Step Instructions for Offering Bank Products
In order to ensure your compliance with applicable federal laws and procedures, please be sure to follow
these steps when offering a bank product. We suggest you keep these instructions at your computer for a
handy reference guide.
The process to follow is explained in more detail below:
Steps 1 through 5: Before you Begin the Tax Return, Discuss the Different Refund Options and Fees
with the Taxpayer(s): Have the taxpayer sign the IRS required “Consent to Use” form. Then, explain the
difference between a free direct deposit or a paper check from the IRS and the fee-based Refund
Advantage products. Make sure the client has information on the IRS free filing options before discussing
bank products. Explain any fees you charge to prepare and file a tax return. (For more info, see the
section “Additional Taxpayer Disclosure Forms Required by IRS” on page 20 in the User’s Guide).
Step 6: Inspect the Taxpayer’s Income Verification Documents: Verify the authenticity of W-2s and other
forms used by the taxpayer to document their income.
Step 7: Verify the Identity of the Taxpayer and Their Dependents: Inspect and make copies of the
taxpayer’s government-issued picture ID (both spouses with a joint return). Copies must be securely
retained in your files for five years and made available to Refund Advantage upon request. (For more
info, see the section “Taxpayer Identification and Disclosures” on page 18 in the Users Guide).
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Step 8: Print the Bank Product Application Form: Print the bank product application from your tax
software or from the Customer Center. (See the section dealing with the Taxpayer Application beginning
on page 17 of the Users Guide for more information on completing and printing the application). When
this form is printed, a single page entitled “Important Product Disclosures Related to an Electronic Refund
Product” will also print. You must provide this disclosure to the taxpayer along with the application form.
Step 8 (continued…): Verify the Disbursement Method and Product Choices on the Bank Product Form:
Verify that the taxpayer has selected their desired disbursement method and that the correct information
appears on the application. If prepaid debit card is selected, when you give the taxpayer the card, you
must also give the taxpayer the card user’s guide. The card user’s guide contains the terms and
conditions related to the card.
Step 8 (continued…): Provide State Disclosures to Taxpayers: Some states have specific disclosures
that you are required to provide to taxpayers according to state law. In many cases, substantial financial
penalties exist if you fail to follow state laws. If you are in one of these states, you are required to provide
any additional disclosures required by your state law, and to follow any other guidelines of your state as
they pertain to your business. When you installed the Refund Advantage software, you were presented
with information on state law within your state. To view this information again or to determine whether
state laws governing tax refund products may exist in your state, choose FORMS AND MATERIALS from
the Customer Center menu, and then choose STATE DISCLOSURES.
Step 9: Make Sure the Taxpayer Reads and Understands All of the Paperwork: The paperwork must
include the bank product application and agreement, the “Consent to Use” form and the “Consent to
Disclose” form (as required by IRS) and the card user’s guide containing the terms and conditions of the
card (if a card disbursement was requested). Give your client sufficient time to read disclosures on the
costs associated with the products. Please note that your state may have additional oral disclosure
requirements (see item 6 on page 5 for more information).
Step 9 (continued): Have the Taxpayer Sign All of the Paperwork: All of the required information must be
completed before the customer signs the paperwork. All paperwork must be signed in your presence.
Both taxpayers must sign if joint return is filed.
Step 10: Make Copies of All Paperwork for Your Files and Make Sure the Customer Has a Complete
Copy of All Paperwork: Copies of all signed paperwork (and IDs) must be securely retained in your files
for 5 years and made available to Refund Advantage, Ohio Valley Bank, and government regulators upon
request.
Step 11: File the Tax Return to the IRS as a Refund Advantage Bank Product: File the tax return using
your tax software, choosing a Refund Advantage bank product according to the instructions specific to
your tax software. For more information on filing a tax return as a bank product through your specific tax
software, choose FORMS AND MATERIALS from the Customer Center and then view the form
describing how to use Refund Advantage with your tax software. Depending on your tax software, you
may be sending us information from the tax return after you file it with the IRS. (See “Processing New
Taxpayer” on page 16 for more info).
Step 12: Keep Your Customer Informed: Keep your customer informed concerning the status of their
product request. If you choose, you can refer your customer to www.taxpayerinfo.com; or, the toll free
number for V.E.R.A., our “is my check ready?” service. This service is free to both you and your client.
Refer your customer to taxpayerinfo.com for information on the status of their product request. (See
“Change your VERA Settings” on page 32 for more information)
Step 13: If You Print a Check for Your Customer: Make sure to give the right check to your customer.
Separate the top third of the printed page from the bottom two-thirds along the perforation. Give the
customer the bottom two-thirds (this includes the actual check and the check stub). Retain the top third
(called the check disbursement receipt) in the taxpayer’s file for your records. Before you hand the
customer the check, verify their picture ID and have them sign the check disbursement receipt that
printed with the check (which you must retain in your files). (See “Printing Checks and Check Handling
Procedures” on pages 22 - 26 of the Users Guide for more information.)
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Processing New Taxpayers
NOTE: If the PROCESS NEW TAXPAYER option does not appear as the first item listed in the
Customer Center menu, then your tax software is using a completely automated process for
processing taxpayer data. If this option does not appear in the Customer Center menu, you can
ignore this section of the Users Manual and Getting Started Guide.
In order for a bank product to be processed, we must first receive the taxpayer’s tax return data and
acknowledgment data. Depending on the tax software you use, you may be responsible for sending this
data to us. If this is the case, the first option in the Customer Center menu will be PROCESS NEW
TAXPAYERS.
When to Choose the PROCESS NEW TAXPAYERS Option
As a rule of thumb, every time you receive acknowledgment information from the IRS or from your tax
software company, you should choose the option PROCESS NEW TAXPAYERS.
When you choose the PROCESS NEW TAXPAYER option, your computer will automatically run a program
that scans your computer for new tax and acknowledgment data. If your computer is part of a network, you
should not need to choose this option on every computer. You should only need to choose this option on one
of your computers.
How to Route Tax Returns to the Bank for the Refund Advantage Program
As explained above, when you choose PROCESS NEW TAXPAYER, new tax returns (those in which the
refund is routed to Ohio Valley Bank as a bank product) are sent to Refund Advantage. Below, we review
how you will route tax returns to Ohio Valley Bank as a bank product through your tax software.
Depending on which tax software you use, your tax software may list Refund Advantage as a banking option.
In this case, choose Refund Advantage / Ohio Valley Bank as the direct deposit or bank product option, and
the appropriate routing number and depositor account number will be automatically entered for you. To view
materials explaining how your particular software interfaces with Refund Advantage, please click FORMS
AND MATERIALS from the Customer Center and then click the link explaining how your software works with
Refund Advantage, or simply give us a call.
If your tax software does not list Refund Advantage as a bank product choice, simply follow these
instructions:
1. On the Form 1040, you route the taxpayer’s refund for direct deposit to bank routing number
044204370. This is the routing number of Ohio Valley Bank. If you are asked to enter the name of
the bank, you can enter OVB.
2. Enter the account number as your EFIN followed by the primary taxpayer’s SSN. For example, if
your EFIN is 123456 and the taxpayer’s SSN is 444556666, you would use the depositor account
number of 123456444556666.
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Taxpayer Applications
COMPLETING THE TAXPAYER APPLICATION
The Taxpayer Application must be completed and signed by every taxpayer wanting to apply for a bank
product. The Taxpayer Application is only one step in offering bank products. For a summary of each of the
steps you follow in offering bank products, refer to the step-by-step overview found on pages 14 – 15.
NOTE: Depending on which tax software you use, your tax software may print the bank application for you,
allowing you to complete the application while completing the tax return. To view materials explaining
how your particular software interfaces with Refund Advantage, please click FORMS AND
MATERIALS from the Customer Center, and click the document explaining how to use Refund
Advantage with your particular tax software.
To complete the Taxpayer Application, offices follow one of two approaches:
1. Some EROs will print a blank Application in advance that can be completed by hand with the
taxpayer and then enter the information from the complete and signed bank product application into
our Customer Center or tax software at a later time. Blank Taxpayer Applications may be printed
through the Customer Center.
2. Other EROs key the application into the Customer Center or tax software at the time the taxes are
prepared, printing the Taxpayer Application which is then signed by the taxpayer.
To enter an Application through the Customer Center, click ENTER/CHANGE APPLICATION from the
Customer Center menu. See “Submitting the Taxpayer Application” on page 18 for more information.
You must provide a completed copy of the Application (pages 1 through 5) to the taxpayer. When the
Taxpayer Application is printed, a one-page disclosure form entitled, “Important Product Disclosures Related
to an Electronic Refund Product” will also print. You must provide this disclosure form to the taxpayer along
with the application form.
Remember that if a taxpayer pays your fees in cash, you should enter a fee of zero on the appropriate line on
page three. In such a case, your fee will not be withheld from the proceeds of the taxpayer’s refund.
Regardless of whether the taxpayer pays your fees upfront or instead elects to have those fees withheld from
the proceeds of their refund, the charge for the bank product is the same.
All fees listed on page three of the printed application, including preparer, transmitter and bank product fees,
must be listed and disclosed to the taxpayer before the taxpayer signs the Taxpayer Application. The
taxpayer must sign and date the application before the tax return is transmitted to the IRS.
Description of the Various Fees
Descriptions of the various fees are shown below. Please consult your state law to determine whether there
are specific laws governing your ability to charge certain fees. Depending on the state in which your office is
located, some of the fees shown below may not be available according to state law. Please note that if
Refund Advantage determines that the laws of your state may prohibit the charging of any of these fees, you
will be unable to charge that fee. Also, please note that some states (including the states of MD, AR, ME
and NY) have laws that prohibit you from charging service bureau or transmitter fees to bank product
customers unless you also charge those same fees to non-bank product customers.
Tax Preparation Fee: This is the fee charged for tax preparation determined by each individual ERO.
Please note that under federal guidelines, you are not permitted to charge taxpayers differing tax preparation
fees based on whether or not they apply for a bank product, or whether or not they are claiming the Earned
Income Tax Credit.
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Electronic Filing Fee: This is the amount charged the taxpayer for the electronic filing of the tax return. This
fee may be determined by the ERO. Please note that that under federal guidelines, you are not permitted to
charge taxpayers a differing electronic filing fee based on whether or not they apply for a bank product, or
whether or not they are claiming the Earned Income Tax Credit.
Service Bureau Fee: If you are part of a service bureau, this is the amount charged by your service bureau.
If you are not part of a service bureau, a service bureau fee cannot be charged to the taxpayer. As is the
case with all the fees that may be charged, a service bureau may not charge a different amount based on
whether or not a taxpayer applies for a bank product, or claims the Earned Income Tax Credit.
Transmitter Fee: This is the amount charged by the entity that transmits data between you and the IRS.
This fee is charged to the taxpayer and is paid to your transmitter. Please contact your transmitter to
determine the amount of the transmitter fee charged, if any.
Line by Line Instructions
Section 11 (Applicant Information): All lines in this section must be completed, with the exception of the
spouse information which is required only if filing a joint return. Please note that in compliance with the
Patriot Act, we are unable to accept applications unless the taxpayer is able to provide a residential address
that is not a post office box.
Section 12 (Disbursement Option): Check a box to indicate how the taxpayer’s refund proceeds should be
released. Choose from one of the following choices: paper check, direct deposit, or prepaid debit card.
Section 13 (Fees & Charges): Indicate in this section the fees that should be withheld from the taxpayer’s
refund. In the event you enter these fees by hand, you must verify that the fee information contained in this
section matches that which is submitted to Refund Advantage (either through the Customer Center or through
your tax software). Also, if you mistakenly enter a higher fee on a fee line that is paid to another location, you
will be responsible to collect those excess funds from the receiving party.
Section 14 (Applicant Certification): The taxpayer (and spouse, if filing a joint return) must sign and date
the Application at the bottom of this section.
Note that you must also sign, date, and enter your Electronic Filing Identification Number (EFIN) on
the lines at the bottom of the application where indicated to certify that the application has been
properly completed and taxpayer identification requirements have been met.
Taxpayer Identification and Disclosures
As part of the bank product application process, the ERO must confirm the identity of each taxpayer on the
tax return by reviewing at least one form of government-issued picture ID for each taxpayer, and one form of
Social Security ID. Photocopies of the identification must be made and retained as part of the taxpayer’s file.
SUBMITTING THE TAXPAYER APPLICATION
Once the taxpayer has signed the completed Taxpayer Application, information from this Application must be
submitted to Refund Advantage. Important Note: You will use either the Customer Center or your tax
software to submit the Application information. Which one you will use depends on which tax software you
have selected. For specific information on whether you use the Customer Center or your tax software, click
FORMS AND MATERIALS from the Customer Center menu and then review the document explaining how to
use Refund Advantage with your particular tax software.
To enter Application information directly into the Customer Center, click the option ENTER/CHANGE
APPLICATION. Continue by entering the Social Security number of the primary taxpayer and selecting
whether you would also like to print this Application. Printing the Application is useful if the taxpayer has not
yet signed the paper Application. Once making your selection, click Continue.
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Continue by entering the primary applicant information as requested. You may use the ENTER key to quickly
move to the next field. When moving to an item with a drop-down selection box (e.g., The Product Requested
Box), you can press the first letter of a drop-down choice in order to quickly make a selection. For example,
in the case of the Product Requested Box, you can press the first letter of the desired selection to quickly
select that product type.
If you choose a Direct Deposit you will be asked to enter the taxpayer’s personal banking information. This is
the bank account to which the taxpayer has requested that his refund proceeds be sent after the applicable
fees are deducted. If you choose Prepaid Debit Card and are participating in our instant-issue card program,
you are asked to enter the Card Number that you have distributed to the taxpayer.
Next, enter the fees to be deducted from the taxpayer’s refund. In the event you have established a minimum
fee (see step 10 on page 6 for more information), that fee will automatically be displayed. The fee you enter
must be equal or greater to that amount. Continue by entering joint applicant information in cases where the
tax return filed is a joint return. When you are finished, click Save Application in order to submit this
taxpayer’s information.
Information submitted to Refund Advantage from the Taxpayer Application (either through the Customer
Center or through your tax software) must match that contained in the Application signed by the taxpayer(s).
In no event can you enter information not contained on the signed Application as agreed to by the taxpayer.
PRINTING THE TAXPAYER APPLICATION
Every taxpayer applicant is required to sign a printed Taxpayer Application before the tax return is transmitted
to the IRS. Depending on your tax software, your tax software may print the Taxpayer Application for you. If
your tax software does not print this Application, you will use the Refund Advantage Customer Center to print
the Application. However, regardless of how the Taxpayer Application is printed, the taxpayer is required to
sign the Application before you e-file the return.
If you are using the Refund Advantage Customer Center to enter an Application, you can automatically print
an Application when you first start to enter that Application. (See “Submitting the Taxpayer Application” on
the previous page for more information)
To print or reprint an Application that has already been submitted to Refund Advantage, click PRINT
TAXPAYER APPLICATION from the Customer Center menu and enter the primary SSN of the taxpayer.
When an Application is printed, you will be asked whether you want to print the Fee Summary page or
State/Fed Disbursement Worksheet.
If the taxpayer is applying for a state product along with a federal product, you may want to use the State/Fed
Disbursement Worksheet to show the estimated check amounts for the state and federal disbursements.
This worksheet shows the estimated disbursement amounts for the taxpayer under the two possible
scenarios. The worksheet shows disbursement amounts where the state refund is received before the
federal refund, and also the scenario where the state refund is received AFTER the federal refund. The
reason why this is important is because we will deduct your preparation fees from whichever refund is
received first. In this way, we help protect your fees and ensure that they will be paid. We suggest that you
give a copy of this worksheet to your clients to help explain how their state and federal disbursement amounts
were calculated. If you would like to view or print a State/Fed Disbursement Worksheet without entering or
printing an Application, click FORMS AND MATERIALS from the Customer Center menu and then select
State/Fed Disbursement Worksheet from the list of available forms.
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MODIFYING A PREVIOUSLY SUBMITTED APPLICATION
If the Taxpayer Application is incorrectly submitted, you may correct or modify that information by clicking
ENTER/CHANGE APPLICATION from the Customer Center menu. Enter the Social Security number or the
last name of the primary taxpayer and click Continue. The current information on this taxpayer will be
displayed. Make the appropriate changes and click Save Application in order to save your changes.
Please note that the submitted Application information must match the signed Application. Changes made to
the Taxpayer Application will also require a new Application to be completed and signed by the taxpayer.
After a taxpayer’s refund has been received, the application can no longer be changed through the Customer
Center. If any changes or corrections are required, contact Customer Service for assistance.
DELETING A PREVIOUSLY SUBMITTED APPLICATION OR TAXPAYER RECORD
If you would like to delete a previously submitted bank application or a taxpayer record from the Customer
Center, you can do this by first looking up the taxpayer record under VIEW TAXPAYER STATUS. On the top
right of the screen in the “Options” area is the option to “Delete App”. Click on ‘Delete App” to remove the
taxpayer record from the Customer Center.
RETENTION REQUIREMENTS OF TAXPAYER IDENTIFICATION AND PAPERWORK
You must retain copies of the taxpayer’s government-issued IDs (such as a driver’s license or state ID card)
for 5 years. IDs used for taxpayer identification must be valid and must not be expired. With prior-year
customers, it is possible that the ID on file may now be expired. If so, you must obtain a new copy of their
current ID.
In addition, you must retain the original signed Application in your office, corresponding to the information
submitted to Refund Advantage. Do not mail original Applications to us, unless requested. If we contact you
to obtain a copy of an original signed Application or taxpayer identification and you are unable to produce the
Application or identification, you may be suspended from the program. If we suffer a loss due to your inability
to produce a properly completed original signed Application with appropriate ID, you may be held financially
responsible.
ID documents and original Applications must be retained for a minimum of five years. We may periodically
request that you fax or mail your properly completed Applications to us, in order to substantiate that you are
following these procedures.
ADDITIONAL TAXPAYER DISCLOSURE FORMS REQUIRED BY IRS
The IRS has rules related to the use of tax return information by tax return preparers. This rule requires you
to obtain written permission to disclose or use tax return information for any purpose other than tax
preparation. As a result of this rule, you cannot disclose or use tax return information for such things as
offering a mortgage product, payroll services, insurance products, tax refund bank product, or any other
ancillary product, unless the taxpayer has given you prior written permission. Please note that this law affects
bank products as well as all other types of products, such as insurance or mortgage services.
As a result of this rule, there are two forms (one related to the USE of information, and one related to the
DISCLOSURE of information) that must be signed by each taxpayer who applies for a bank product. You
must maintain signed copies of both forms for five years. The IRS looks for these forms when they perform
compliance audits at ERO locations.
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The first form, CONSENT TO USE OF TAX RETURN INFORMATION, is required to give you the authority to
use the fact that the taxpayer is receiving a refund to ask them whether they want to receive a tax refund
bank product. To comply with the IRS rule, this form must be completed by the taxpayer before the taxpayer
applies for a bank product. The second form, CONSENT TO DISCLOSURE OF TAX RETURN
INFORMATION, is required once the taxpayer expresses interest in applying for a tax refund bank product
and may be completed at the same time as the bank application. Copies of these disclosure forms (as they
apply to tax refund bank products) are available in our Customer Center by choosing FORMS AND
MATERIALS.
The IRS requires the taxpayer sign both forms BEFORE the final tax return has been provided to the taxpayer
for his approval or signature. If the taxpayer does not sign both forms, then the taxpayer must not apply for a
bank product. If the taxpayer indicates they do not wish to sign one of the forms, the IRS rules do not permit
you to ask again.
ADDITIONAL TAXPAYER DISCLOSURE FORMS REQUIRED BY STATE LAW
Some states have specific disclosures that you are required to provide to taxpayers according to state law. In
many cases, substantial financial penalties exist if you fail to follow state laws. If you are in one of these
states, you are required to provide any additional disclosures required by your state law, and to follow any
other guidelines of your state as they pertain to your business. When you installed the Refund Advantage
software, you were presented with information regarding the laws of your state. To view this information
again or to determine whether state laws governing tax refund products may exist in your state, choose
FORMS AND MATERIALS from the Customer Center menu. Then choose the item for STATE
DISCLOSURES.
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Printing Checks & Check Handling Procedures
PRINTING YOUR CHECKS
We will release checks to your location (or any other approved location of your choice) for printing. After you
have printed a check, if you determine that a check was mutilated, printed incorrectly, or otherwise not
printed, you can reprint that check. (See “Reprinting a Previously Printed Check” on page 23)
There are a number of ways to determine whether you have any checks available for printing.
1.
You can set up your account so that you are automatically emailed or text-messaged whenever
new checks are available for printing. (See “Changing your Account Options” on page 31 for
additional information).
2.
You can simply go to our web site or open your Refund Advantage software. If checks are
available for printing, the number of available checks will appear in the grey login box in the
center right hand portion of www.refund-advantage.com. Or, if you are already logged into the
Customer Center, you can click PRINT NEW / REISSUED CHECKS to see whether checks are
currently available.
3.
You can use the RA MOBILE application right from your iPhone® or Android® device to
determine whether you have checks available to print. Using our mobile phone app, simply
select the ALERTS tab after logging in through your device. Here, you can view the number of
checks currently available for printing (in real time). For more information on our mobile app, see
page 8.
Preparing for Tax Season
Prior to tax season, we recommend that you contact a local bank to arrange for the cashing of your refund
checks. For more information, please see “Check Cashing Arrangements” on page 9.
If you are part of a chain of offices, your checks can be routed to any location you wish. If you wish to change
the printing location of your checks, simply contact Customer Support by email or phone.
Unlike other bank product providers, we provide you the ability to add language to the stub attached to your
checks. You can add up to three lines of text to each of your checks. You might choose to advertise a new
service, thank your customers, or provide information on how or where to cash the taxpayer check. See
“Changing your Account Options” on page 31 for more information on this and the other check related options
available to you.
Step-by-Step Instructions for Printing Checks
Prior to the start of tax season, we will send you blank check stock for use in your printer when printing the
taxpayer checks. You must keep this check stock in a secure location, and in check number order.
1. Periodically visit the Customer Center located at www.refund-advantage.com or use our Mobile App
to determine whether you have checks to print. Or, you might choose to receive automated email
and/or text-message the moment checks are available.
2. Click the option PRINT NEW / REISSUED CHECKS from the Customer Center menu.
3. You will be told how many checks are available for you to print. Choose whether you want to print
these checks, or a sample test check instead. Then click CONTINUE.
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4. Refund Advantage allows you to print to any printer available at your workstation. Choose which
printer you want to print your checks. Your default printer will be first on the list. Next, choose the
order in which you would like your checks to print and click CONTINUE.
TIME SAVING TIP: If the printer you use to print your checks is not first in the listing, change that
printer to your default printer through your Windows control panel. It will then be listed first.
5. You will be presented with a list of checks available for printing. You can print any or all of these
checks. To select a particular check for printing, click the checkbox next to that check. Or, to select
all checks for printing, simply click SELECT ALL.
Your blank check stock will feed from your printer paper tray either from the top or bottom, depending
on your printer. The check printing software will assume that your checks will feed in ascending
order. If this is not the case, you can change the CHECK FEED ORDER to DESCENDING. You can
permanently change the default check feed order by changing your default choice under MY
OPTIONS in the Customer Center menu. For more information on this topic, click HELP for more
detailed information.
Next, enter the starting check number. If you have previously printed checks, the next available
check number will automatically appear in this box. You must verify that this number is correct
before you click PRINT CHECKS. This is the check number that will feed first in your printer as you
begin printing your checks. Click PRINT CHECKS when you are ready to start printing.
6. Your checks will now be sent to your printer for printing. After your checks have printed, examine
each one. For each check, you must:
a. Make certain that the check number you entered prior to printing
matches the actual check number preprinted on the check stock.
To do this, look at the CHECK NUMBER CONTROL BOX at the
top right hand corner of the printed page. The control box contains
two numbers: 1) The actual preprinted check number; and, 2) The
number identified by you as belonging to this taxpayer based on
the starting check number you previously entered. If the numbers
in the Control Box are different, this check must be reprinted. It is
very important that the proper check number be identified with
each check. Failure to do this may delay or prevent the cashing or
clearing of your checks.
b. Make certain that the check printed properly (i.e., it was not torn in
the printer or otherwise mutilated). If this check did not properly
print, you must reprint this check.
If you need to reprint a check for either reason listed above, select the check box pertaining to that
check and continue with Step 5 above. If all your checks printed properly, congratulations… you’re
done.
REPRINTING A PREVIOUSLY PRINTED CHECK
If, after printing a check and leaving the PRINT NEW / REISSUED CHECKS option, you later determine that
the check printed incorrectly, you can visit the Customer Center to reprint that check. Simply click REPRINT
A CHECK to reprint a previously printed check. Checks are available for reprinting for up to 24 hours after
the initial printing of the check (subject to a limit of 3 reprints per check). When a check is reprinted, the
previous check is no longer valid. You must write VOID on the previous check.
If a check becomes lost, or is otherwise destroyed after 24 hours, please contact Customer Support. We will
release a replacement check that will be available to you when you choose PRINT NEW / REISSUED
CHECKS. See “Handling Lost, Damaged or Forged Checks” on page 25 for complete instructions for
obtaining replacement checks.
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DISTRIBUTING A CHECK TO A TAXPAYER
When a check is printed at your location, you should notify the taxpayer that a check is available for them to
pick-up. Please note that when a taxpayer arrives to pick up a check, the taxpayer must sign where indicated
on the top portion of the check stub (called the Check Disbursement Receipt) to confirm that they have picked
up the check.
When a taxpayer arrives to pick up a check, you must perform the following:
1. Verify the ID of the person receiving the check to make certain you hand the check to the proper
taxpayer.
2. Have the taxpayer sign the Check Disbursement Receipt that is attached to the check. This receipt
prints with the check. Then, you should initial the “employee initial” line next to the taxpayer’s
signature.
3. Separate the signed Check Disbursement Receipt from the actual check and check stub. The
printed check is divided into three portions. You give the taxpayer the bottom two portions (the
check and the check stub) and retain the top portion (the Check Disbursement Receipt) by tearing
along the upper-most perforation line. You must maintain the Check Disbursement Receipt in your
files. The signature on this receipt is your proof that the taxpayer received this check and the
attached check stub.
4. You will notice that the printed check contains a toll-free number through which checks can be
verified. For enhanced security, each check can be verified only once. As a result, you should
instruct the taxpayer not to call this number. Likewise, your office must not call this number to see
whether a check is verified.
Once a check is printed, that check is immediately available for verification by the institution cashing
the check – either through the toll-free number or our check verification web-site. In order to provide
for proper check security, checks will expire 60 days after the date the check is printed. If a taxpayer
has not cashed a check within that 60-day time period, please call Refund Advantage for assistance.
CHECK STORAGE AND SECURITY
There are certain security requirements that you are required to have in place to protect the check stock that
has been issued to you. Specific physical security requirements are found on page 35. The following
outlines the minimum care required surrounding your check stock.
1. Checks must be stored in a secure area under lock and key, just as you would store cash or personal
checks. Access should be allowed to authorized personnel only.
2. A voided and damaged check log must be maintained on a daily basis by the ERO. A sample voided
and damaged check log is available by clicking FORMS AND MATERIALS in the Customer Center.
Entries are required each time a check stock is damaged, destroyed, voided or is discovered to be
missing. If a check is discovered to be missing, you must notify Refund Advantage Customer
Support immediately.
3. Because check sequence ranges are tracked for each location, you should not transfer check stock
between your physical locations without first obtaining permission by calling Refund Advantage
Customer Support.
4. If you run low on check stock, please contact Customer Support to request additional check stock,
allowing 1 to 2 weeks for delivery.
Upon the request of Refund Advantage, the ERO must provide a listing of voided, damaged, canceled,
destroyed and remaining check stock. Misused or unaccounted check stock is the responsibility of the ERO
and may result in the ERO’s termination from the program. At the conclusion of the tax season, unused
check stock must be shredded or returned to Refund Advantage.
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HANDLING LOST, DAMAGED, OR FORGED CHECKS
From time to time, special situations may arise due to lost, stolen or damaged checks. Instructions on how to
handle these situations are outlined below.
For checks within your possession:
If a check is damaged or used out of sequence (meaning the incorrect check number has been attached to
this check, and therefore the check number printed in the Control Box does not match the actual check
number), use the following procedure.
1. Write “VOID” across the face of the actual check (not the check stub) and enter this check sequence
in your check control log as a voided check. The actual check is only the bottom third portion of
page. You should write void across the bottom third portion only, as shown below to the left.
CORRECT
John smith
122 main st
Lou ky 4034
dfks sdkfjsf fdkdk s d 54.34
2424.43
Tax Prep Fee 34.43
INCORRECT
John smith
122 main st
Lou ky 4034
V
O
dfks sdkfjsf fdkdk s d 54.34
2424.43
Tax Prep Fee 34.43
Middlf ksdjsk ffdkj kjf dkj s
Middlf ksdjsk ffdkj kjf dkj s
Write
VOID
across the
BOTTOM
third of the
page.
23492394 292
295295 25392 59
295295 2935 2395 kdsfj
Skldjsdlfkj sdlfkjsdlfkjsd
23492394 292
295295 25392 59
295295 2935 2395 kdsfj
Skldjsdlfkj sdlfkjsdlfkjsd
JOHN sdfkjsdfkjsdf
Slfdajslfj asldfjkasklfj
Asldfkjalfk
JOHN sdfkjsdfkjsdf
Slfdajslfj asldfjkasklfj
Asldfkjalfk
Aaslfdkjasfkljas laksfjaklsfjklfjaklfd
Laskfjalksfjkl alsjdl ajskflajsdlfkasjdfklj
Aaslfdkjasfkljas laksfjaklsfjklfjaklfd
Laskfjalksfjkl alsjdl ajskflajsdlfkasjdfklj
j
sdfdhfkj
VOID
YDF sdfkljsdflsjd
TOTK sdflksjdflksjdf
Slfjslkfjsdfklsjd
%343lk42
YDF sdfkljsdflsjd
TOTK sdflksjdflksjdf
Slfjslkfjsdfklsjd
I
j
sdfdhfkj
D
%343lk42
Aslfjkalskfja lfaksjdf lafjk
Aslfjkalskfja lfaksjdf lafjk
2. If you discover that a check has been damaged or used out of sequence within 24 hours of first
printing the check, you are able to reprint this check through the Customer Center by choosing the
REPRINT A CHECK option.
3. If more than 24 hours has elapsed since you initially printed the check, contact Customer Support.
Customer Support will reissue the check and make it available for you to print again.
For checks not in your possession that have not been cashed:
In cases where a taxpayer has lost a check after disbursement to the taxpayer, additional procedures must be
followed.
1. The ERO should immediately contact Customer Support to request a stop payment be placed on the
lost check, and complete the top portion of an Indemnification Bond. The Indemnification Bond form
is available on the Customer Center under FORMS AND MATERIALS.
2. The taxpayer (and spouse, if filing a joint return) must complete and sign the bottom portion of the
Indemnification Bond. The ERO will act as a witness. The ERO acting as the witness must be the
owner of the EFIN. In the event this individual is not available, a Notary Public may be used instead.
3. The ERO should fax a copy of the completed Indemnification Bond form to Refund Advantage at
(877)559-0558.
4. Next, make a copy of the form to keep for your records. The ERO should mail the original
Indemnification Bond form to Refund Advantage at: Refund Advantage, P.O. Box 24462, Louisville
KY 40224.
5. Refund Advantage will contact the taxpayer and verify that the lost check has not been cashed.
Refund Advantage will stop payment on the original check and reissue a replacement check to the
ERO for printing after allowing for sufficient time to verify that the original check has not entered the
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banking system. Please note that it may take up to 60 days for this process to be completed and a
replacement check issued.
For lost or stolen checks that have been cashed with a forged endorsement:
In rare cases where a taxpayer has lost a check and this check has been cashed by another party through a
forged endorsement, the following procedures must be followed:
1. In cases where it is determined that a lost or stolen check has cleared through our bank, and the
taxpayer claims that the check had not been endorsed by them, the taxpayer may request that we
forward an Affidavit of Forgery to them. To obtain this form, please call Refund Advantage.
2. The taxpayer must complete the form as instructed and return the form to Refund Advantage. When
completing this form, the taxpayer is essentially claiming that he or she did not endorse the check in
question and requests that a replacement check be issued.
3. Depending on the specific situation, a police report is usually required in order to investigate and
establish the facts behind the forgery. The taxpayer will be asked to report the circumstance of the
loss or theft of the check and the names of any individuals who had access to the check.
4. We will then present the Affidavit of Forgery to the bank that cashed the check originally. The
‘cashing’ bank will often be the institution with which the check casher actually responsible for
originally cashing the check has its banking relationship.
5. The ‘cashing’ bank will investigate the claim.
6. If approved, the ‘cashing’ bank will forward payment of the forged check to our bank. Unfortunately,
this process is lengthy, and often can take several months. This process cannot be accelerated.
7. Upon receipt of payment from the ‘cashing’ bank, we will issue a replacement check directly to the
taxpayer. We are able to issue a replacement check only in cases where we receive payment from
the cashing bank.
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Direct Deposit Handling Procedures
A DIRECT DEPOSIT SENT TO AN INCORRECT BANK ACCOUNT
When a taxpayer applies for a Refund Transfer by Direct Deposit, you provide the taxpayer’s personal bank
account information to Refund Advantage. If an incorrect bank or account number is provided, please notify
us immediately.
Payments to incorrect accounts will usually reject from the receiving financial institution. When and if the
funds are returned, payment will be released to the taxpayer through your office in the form of a check. In
cases where the receiving bank posts the payment to this incorrect account (because the account number is
actually a valid account at that financial institution), we can request that the payment be returned. Depending
on the financial institution, there may be a fee associated with this request. If so, we will notify you of the
charge and debit that amount from your account.
If an error was made by the ERO and there are insufficient funds to retrieve the refund from the incorrect
account or if that account has been closed, the ERO is responsible for making restitution to the taxpayer. If
the taxpayer provided an incorrect account and there are insufficient funds to retrieve the refund from the
incorrect account, the taxpayer bears responsibility for this error.
TAXPAYER FRAUD AND DIRECT DEPOSIT
An unscrupulous taxpayer may intentionally provide you with an incorrect bank account for a direct deposit.
The account may be in the name of a friend or relative. Later, the taxpayer may tell you that the direct
deposit was sent to the wrong bank account and expect you to make it good, even though there may be no
way to retrieve the funds.
This is why the bank account number for the direct deposit is listed on the Taxpayer Application. By signing
the application, the taxpayer accepts responsibility for the bank account number listed on the Application. It is
your responsibility to make sure the taxpayer signs the Application. If the taxpayer fails to sign the
Application, you are responsible.
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Taxpayer Status Information & Reports
CHECKING A TAXPAYER’S STATUS
The Customer Center is continually updated with up-to-the-minute information on the status of each of your
taxpayer clients. Choose the VIEW TAXPAYER’S STATUS option from the Customer Center menu to obtain
detailed status information on your taxpayer’s refund and disbursements made to the taxpayer.
Use this option to view information on:
1. The taxpayer’s refund status, application history, and other personal information
2. The taxpayer’s check and product history
3. The taxpayer’s fee history and related information
You can look up a taxpayer by: SSN, Last Name, or Check Verification ID. The Verification ID appears on
the right-hand side of each check. This number is useful in cases when you have a check, but are unable to
determine the SSN of the taxpayer belonging to this check. Once you have displayed the taxpayer status
page, you can click MORE INFO for additional information.
REPORTS
Refund Advantage uses advanced reporting technology, allowing you to obtain customized reports containing
up-to-the-minute information. To view a report, choose CURRENT YEAR REPORTS from the Customer
Center menu. Choose the type of report you would like to view. Then, pick the information you want to
appear on your report, the order in which you want your listing sorted, and you’re ready to view or print your
report. Nowhere else can you so easily get so much information so quickly.
For your convenience, all of our reports can also be exported to an Excel file. To export a file to Excel, simply
click the export link after selecting your report from the Customer Center menu.
If you have multiple offices, you can also create reports on any or all of your sub-offices. When creating your
reports, simply choose which of your locations you would like to include in the report, or select “All My
Locations” to include all of your offices.
Reporting Features
 Our reports give you access
to the information you want!
The choices available to you
in the taxpayer report appear
to the right.
 You choose which items you
want to include in your report.
 You choose the order in
which you want your
information displayed.
 You pick which information
you want displayed.
 If you manage a group of
offices, you can choose which
location(s) to include in the
report.
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Below is a summary of the reports available through Refund Advantage.
Check and Other Disbursements
Checks Printed Report: This report gives you a list of all checks released to your location. Use this listing to
view information related to these disbursements, including the check history of each of your checks. This
report includes all checks released to your location, regardless of whether they have been printed. Like all of
our reports, you can customize your report to include the information you want.
Unprinted Checks Available for Printing: This report lists checks that have been released to your location for
printing, but have not yet been printed.
Disbursement Listing: This report lists disbursements to your taxpayer clients. You can choose which type of
disbursement (check, direct deposit, and debit card) you want to include in your report.
Refund Reports
Unfunded Federal Refunds: This report lists taxpayers who applied for a Refund Transfer whose federal
refund has not yet been received.
Refund Offsets (partial refunds): This report lists taxpayers whose refund has been partially offset by the IRS.
Refunds may be offset by the IRS for any of a number of reasons. Usually, this is because the taxpayer owes
money to the IRS, or to back child support or student loans.
Refund Money Received: This report lists taxpayer refunds that have been received, either from the IRS or
the State.
Fee Reports
Fees Still Due You: This report lists taxpayers with unpaid fees. Use this report to get a quick look at who
still owes you money.
Fees Earned: Use this report to view a report of fees that have been withheld from taxpayers’ refunds on
your behalf. To include the identification number of the tax preparer associated with the tax return, click
‘Individual Preparer ID’ from the list of information to be included on the report. Fees that have been withheld
from the taxpayer’s refund will be remitted to you daily on the day after the refund is received. Each
business day, a report detailing fees remitted to you is created and is available to you by clicking the FEE
DEPOSIT HISTORY from the Customer Center menu. See ‘Fee Deposit History Report’ on page 30 for more
information.
Transmitter Fees: Depending on your transmitter, your transmitter may have arranged to have fees you owe
to your transmitter deducted from the amounts otherwise payable to you through our program. If this is the
case, this report will appear in your report listing. You can use this report to view information related to
amounts owed to your transmitter.
Fee Assist: Fee Assist is an optional program through which you can receive an advance of a portion of your
tax preparation fees early in the season. If you are participating in this program, you can use this report to
display information on any advances you may have received. See page 30 for more information.
Other Reports
Taxpayer Listing: This report displays taxpayers who have applied for a bank product. Use this listing to
produce a mailing list or other information on your clients.
Product Count Report: This report displays volume information on your offices. If you are the home office of a
group of offices, this report will also list information on each office in your group.
Group Enrollment Report: This report lists the enrollment status of all EROs in your group. This report is
ONLY available to home offices of groups.
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Fee Payments
FEE PAYMENT OVERVIEW
When you enrolled in Refund Advantage, you provided your personal banking information for the purpose of
receiving fees withheld on your behalf from taxpayer refunds. As explained on page 31, you can update your
banking information any time by choosing MY ACCOUNT INFORMATION from the Customer Center menu.
Each business day, fee payments due you are remitted to the account specified in the Customer Center. For
example, if the taxpayer application related to a particular taxpayer shows fees due you of $100, we will
withhold $100 from the taxpayer’s refund when it is received.
All fees due you are distributed through the Automated Clearing House (ACH) system. To minimize delays,
we will validate your banking information with your local bank prior to the start of the tax season. For this
reason, it is important that you provide your banking information to us prior to the start of the tax season.
On all products, fees withheld from the proceeds of taxpayers’ refunds will be paid to you upon the receipt of
the IRS or state refund. Fee payments are processed and paid to you daily. You should allow up to two
business days for your funds to appear in your bank account due to the nature of the ACH system.
IMPORTANT NOTE: Pursuant to the ERO Agreement, we are not responsible if an incorrect account or
routing number is provided to us. In addition, we may debit, freeze, offset or withhold ERO fees upon
suspicion of fraud and for expenses or costs resulting from ERO’s failure to use reasonable due diligence and
fraud prevention measures.
FEE DEPOSIT HISTORY REPORT
Select FEE DEPOSIT HISTORY from the Customer Center to view a history of the amounts paid to you
through Refund Advantage. To view the detail (by taxpayer) behind any particular day’s deposit, simply
select that deposit from the listing and click VIEW DETAILS.
Because fees are remitted to you once a day, fees withheld from taxpayers on your behalf may not
immediately appear on a report. For example, fees related to taxpayers whose refund was received on
Wednesday will appear on your Thursday report. Fees related to taxpayers whose refund was received on
Thursday will appear on your Friday report. For a report detailing fees withheld from taxpayers’ refunds (even
before they appear on a Fee Deposit History Report), please select the FEES EARNED report from the report
menu in the Customer Center menu, as explained on page 29.
You can also use the Refund Advantage Mobile App to access the amount of the fees earned per day. For
more information on this mobile app, see page 8.
FEE ASSIST
New for 2012/2013, we are happy to introduce “Fee Assist.” This service helps EROs to manage their
business cash flow requirements by receiving a portion of their tax preparation fees early in the tax season.
Under this program, a portion of the ERO’s tax preparation fees may be advanced to the ERO when the tax
return is accepted by the IRS. Then, once returns are funded by the IRS or state, the ERO fees are
collected and a portion is retained in repayment of the advance. This service runs through January 31.
To sign up for this service, choose MY OPTIONS from the Customer Center. Once signed up, you can
view information on the status of any advances you may have received related to Fee Assist by choosing
CURRENT YEAR REPORTS from the Customer Center, and then choosing the FEE ASSIST link.
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Account Configuration
We give you choices you’ll find nowhere else! Using our Customer Center, you can tailor your experience to
make your business more successful and your experience more enjoyable than ever before. Although we
recommend that you configure your account prior to tax season, you can make changes any time you like,
day or night. Our Customer Center is always open.
For security purposes, we will send an automated email to you when changes are made to any of your
account settings through the Customer Center.
TIP: You should password protect the ability to change your account configuration for maximum security.
(See “Changing Your Account Options” below, and “Adding Security to Your Account” in step 10 on page 6
for more information). We recommend password protecting these options if other individuals in your office will
also be using the Refund Advantage Customer Center.
CHANGING YOUR ACCOUNT OPTIONS
To make changes to your account options, click MY OPTIONS from the Customer Center menu. We give
you the ability to change your settings at any time.








Choose whether you want to automatically receive an email or text message when new checks are
released to your account for printing.
Password protect sensitive options and reports within Refund Advantage to control access.
Choose whether you want a receipt to print each time a taxpayer’s refund is received, but fully
applied to pay fees. These receipts are sometimes referred to as “zero dollar checks.”
Sign up for the “Fee Assist” program.
Select the default number of copies of the application that should print when you use the Customer
Center to print an application.
Choose whether you want your taxpayers to be sent a client retention postcard.
Customize the messages in your FREE “is my check ready?” V.E.R.A. service
Advertise on your check stock.
CHANGING YOUR ACCOUNT INFORMATION
Select MY ACCOUNT INFORMATION in the Customer Center to update your banking information, or to
update your contact and shipping information. We will remit your fees to the banking account specified here.





Update the bank and account number to which your fees are sent.
Update your office mailing and shipping addresses.
Update your email address and other contact information.
View or Update your EFIN and business ownership information.
View or Update the Tax ID used for reporting purposes.
In order to ensure properly reporting of your 1099 income, please be sure that your EFIN ownership
information is correct. If an EIN is present here, we will use the EFIN and Business Name associated with
that EIN for reporting purposes. Otherwise, we will use the EFIN owner name and SSN for reporting
purposes.
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VIEW YOUR INCENTIVES
At any time, you can click the option MY INCENTIVES in the Customer Center to view your product volume
and incentives that may be available to you, based on your current year volume. Please note that offices that
do not submit a renewal application with Refund Advantage prior to June 1st will be considered to have
terminated their agreement with Refund Advantage and will be asked to follow the various termination
procedures as outlined in the ERO Agreement before incentives can be paid.
CHANGING YOUR VERA SETTINGS
Use your free “is my check ready?” VERA (Voice Electronic Refund Assistance) service to provide your
taxpayer clients with a customized, personal automated customer service line. VERA eliminates calls to your
office by having your customers call the toll-free VERA line (1-888-875-VERA) to find the status of their
refund and whether their check is available to be picked up.
Each taxpayer may call up to 5 times per disbursement (i.e., per check or direct deposit). In other words,
taxpayers receiving two checks (for example, two federal checks, or a federal and a state check) can call up
to 10 times. Taxpayers receive a polite message telling them how many calls remain once they are close to
their maximum number of calls. We have found that taxpayers typically call 3 to 4 times per check. Our
VERA system supports both English and Spanish speaking callers.
Taxpayers may also obtain the status of their bank product at www.taxpayerinfo.com without limits on the
number of times the taxpayer may inquire.
For both you and your customer’s convenience, we provide you with small cards you can hand taxpayers with
instructions on using www.taxpayerinfo.com, or calling VERA. You have complete control over the
messages your customers receive. Click CHANGE VERA OPTIONS from the Customer Center menu to
personalize your messages. Best of all, this service is FREE!
ORDERING SUPPLIES
You can order marketing materials, as well as checks and prepaid debit cards though the Customer Center.
Simply click ORDER SUPPLIES under the MANAGE MY ACCOUNT section of the Customer Center menu.
Out-of-season orders (orders placed after March 31) are typically not filled until the following November or
December. If you need an out-of-season order filled immediately, please call us to let us know.
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Prepaid Debit Card Handling Procedures
If you are participating in our Prepaid Debit Card program, taxpayers can choose to have their refund
proceeds deposited on to a prepaid debit card. The debit card can then be used by the taxpayer to access
cash at ATM machines or used to make purchases at Point of Sale (POS) terminals, such as at Wal-Mart or
other retailers. There is no single transaction limit imposed by Refund Advantage, nor a maximum amount
the customer can access in a single day. If an ATM selected by the customer imposes a daily limit, the
taxpayer can choose to perform several withdrawals from different ATMs on the same day. The prepaid debit
card may be used at any location containing the VISA logo.
When a taxpayer chooses the Prepaid Debit Card option, all disbursements to the taxpayer will be loaded on
the card. The taxpayer’s refund proceeds are placed on the prepaid debit card the same day they are
received from the IRS. The advantage of the prepaid debit card is that taxpayers without a personal bank
account will not have to return to your office to pick up a check.
The card remains active for 90 days from the day the taxpayer receives the card. Because of this, if a
taxpayer’s refund is received after the 90-day window, the taxpayer’s disbursement will be changed to a
check. If the taxpayer wants to continue using the instant-issue card after the initial 90 days, the card
processing company can upgrade the taxpayer to a permanent card.
HOW TO PARTICIPATE
Because the Prepaid Debit Card program requires extra disclosures and materials, you are not automatically
enrolled in this program. In addition, the Prepaid Debit Card program may not be available in all areas. To
participate in the Prepaid Debit Card program, contact Customer Support. EROs who participate in the card
program will receive a shipment of cards and the associated card user’s guides which contain the terms and
conditions of the card. You will distribute a debit card and a card user’s guide to each taxpayer wishing to
receive their refund on one of our debit cards. The card user’s guide outlines the additional fees and charges
associated with the card, as well as the terms and conditions, and instructions related to its use.
Prepaid debit cards and card user’s guides are shipped to you by the card processing company near the last
week of December. The card stock will be shipped via UPS and will require a signature. Marketing kits
containing brochures and a poster for use in your office are shipped to you in mid December.
Your state may have specific state laws related to the offering of cards in your state. You are responsible to
ensure your compliance with any applicable state laws. If you are in a state that requires a wall display or
other information to be disclosed to the consumer, the card processing company will provide you with these
materials when you receive your initial card stock and marketing kit. You are responsible to post and provide
any required disclosure materials and follow applicable state laws.
NOTE: In addition to our normal instant-issue card program, in some areas we will offer a non-instant issue
card program in which the card company mails the cards directly to the taxpayer customers. In such a case,
cards will not be shipped to you, but instead, you will receive marketing materials and card user’s guide
bookets as previously outlined. You will hand taxpayers only the card user’s guide booklet. Their card will be
mailed directly to the taxpayer by the card company when the taxpayer application is entered into your tax
software or into the Customer Center.
PROCEDURE FOR OFFERING THE INSTANT-ISSUE DEBIT CARD
If a taxpayer is interested in the Prepaid Debit Card option, allow the taxpayer to review the card user’s guide
containing the terms and conditions associated with the card. If the taxpayer selects this disbursement
method, follow these instructions:
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1. Select “Prepaid Debit Card” in section 12 of the Taxpayer Application.
2. Remove a prepaid debit card from your secure location (see “Card Storage and Security” on page
34). Enter that card number into the Taxpayer Application in section 12. If you enter an invalid card
number and the card number you entered cannot be loaded, a check will be printed in your office for
the amount due the taxpayer.
3. Hand the taxpayer this card. Every taxpayer interested in the card option must be also be given a
card user’s guide to review before they sign the Taxpayer Application.
4. Have the taxpayer sign the Debit Card Pickup Log to indicate their receipt of the appropriate card. A
sample Debit Card Pickup Log Form is available by choosing FORMS AND MATERIALS from the
Customer Center.
CARD STORAGE AND SECURITY
Prepaid Debit Cards will be shipped by the card provider to EROs participating in the Prepaid Debit Card
program prior to the start of the tax season. The following is required in order to maintain adequate care
over the card stock:
1. Cards must be stored in a secure area under lock and key, just as the ERO would store cash or
personal cards. Access should be allowed to authorized personnel only.
2. A Card Log should be maintained on a daily basis by the ERO. Entries will be required each time a
card is removed from storage or added to storage. If a card is discovered to be missing, the ERO
must notify Refund Advantage Customer Support immediately. During the tax season, our audit
department may ask you to fax us the Card Log.
3. Refund Advantage will track specific card sequence numeric ranges for each site. For this reason,
you cannot transfer stock from one site to another.
4. Re-order requests for additional card stock can be made by contacting Customer Support, or by
choosing ORDER SUPPLIES from the Customer Center menu.
5. At the end of the season, and upon our request, the completed Card Log must be mailed back to
Refund Advantage. The log will provide an accounting for all cards issued, voided, canceled,
destroyed or remaining unused. Misused or unaccounted card stock is the responsibility of the ERO
and may result in termination from the Refund Advantage program.
TAXPAYER FRAUD AND THE PREPAID DEBIT CARD
When a taxpayer chooses a prepaid debit card for their disbursement method, you must give the taxpayer the
card when their taxes are prepared and filed, rather than when their refund is released by the IRS.
If you wait to give the taxpayer the card when their refund is received, you are opening yourself up to fraud.
An unscrupulous taxpayer may send someone in their place to pick up the card. Later, the taxpayer will call
and say they never picked up their card, expecting you to give them a new card containing their refund. But,
by this point, the funds have been withdrawn from the card you inadvertently gave to the impersonator. You
will be responsible if this occurs. One suggestion is to take a picture of a taxpayer and place it in their file.
That way, you will always know who you are dealing with.
HANDLING LOST CARDS
If a taxpayer loses a prepaid debit card, report the lost card to Refund Advantage immediately. We will block
that card so that no additional funds can be removed from that card.
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ERO Business Practices and Procedures
As a business owner, you are required to understand and follow applicable federal law and regulations that
affect your business, including the Gramm-Leach-Bliley Act (also known as the 1999 Privacy Act), and the
Federal Trade Commission Act. Additionally, you must use responsible business practices in the operation of
your business.
We are required to perform periodic reviews to ensure you follow these procedures, as well as other
procedures outlined in this Users Guide. This may include visits to your office to review taxpayer bank
product documents, various office procedures, and your security practices and procedures. If you are found
not to be following the guidelines, we may be forced to suspend you from the program.
Remember also that the IRS or federal regulators randomly visit ERO locations. They will expect that you
follow proper procedures.
ERO SECURITY REQUIREMENTS
As required by the Gramm-Leach-Bliley Act (also known as the 1999 Privacy Act), you must protect all
Confidential Customer Information from loss, damage, unauthorized access or use, and from alteration.
Confidential Customer Information that must be protected includes, but is not limited to, bank product
applications and copies of IDs, your customers’ names, Social Security numbers, dates of birth, addresses,
phone numbers, financial information, tax information and employer information.
Confidential information is contained in both printed and electronic form. You must take all necessary
measures to protect that information by utilizing proper physical and electronic storage and access methods.
Only the customer and persons authorized by the customer may have access to Confidential Customer
Information.
Your information-safeguarding program must ensure the security and confidentiality of Confidential Customer
Information, protect against any anticipated threats or hazards to the security or integrity of Confidential
Customer Information, and protect against unauthorized access to or use of Confidential Customer
Information.
In order to protect Confidential Customer Information, you must follow the following minimum security
requirements:
Document Storage Requirements
1. Current-year customer documents MUST be stored in a locked room and/or locked filing cabinet
when not in use.
2. Previous-year customer documents MUST be stored in a locked room and/or locked filing cabinet.
3. Check stock and prepaid debit cards MUST be stored in a locked area (e.g., cabinet, safe or locked
drawer).
Physical Security Requirements
1. All office and access doors MUST be locked when no employees are onsite.
2. ONLY you and your authorized employees should have access to customer documents and
information. No public access may be permitted.
3. When no longer needed, Confidential Customer Information MUST be disposed of in a safe manner,
such as shredding. (Note: Taxpayer Application and customer identification documents must be
retained in a locked area for five years.)
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Data Security Requirements
Computers used in the preparation of customer tax returns often store Confidential Customer Information.
For this reason, we require the following:
1. All computers used in the preparation of customer tax returns MUST require users to login with a
unique user ID and password before gaining access to the computer.
2. All computers used in the preparation of customer tax returns MUST run a regularly updated antivirus software program (e.g., Symantec or McAfee)
3. All computers used in the preparation of customer tax returns MUST be protected by a firewall (e.g.,
Microsoft Windows Firewall or Zone Alarm by Check Point)
4. If a computer containing Confidential Customer Information is sold or donated, you should first have
the data information removed by a process called “DOD7 wiping”. This process wipes information off
of the hard drive.
ERO COMPLIANCE WITH OTHER CONSUMER LAWS
There are various federal laws that impact the offering of bank products.
Section 5 of the Federal Trade Commission Act (FTC Act) prohibits deceptive acts or practices in the conduct
of business. The omission of information may also violate the act if it is considered to be an unfair omission.
This means that you must practice responsible business practices when discussing a possible bank product
with a customer.
In your discussions with a customer, you must provide a full disclosure of all the ways a customer may
receive an IRS refund. You must include the following points in your discussions with customers:
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Present all tax refund options to the taxpayer beginning with IRS options, followed by the bank
product options from least expensive to most expensive.
Tell the taxpayer that they are not required to apply for a bank product, but may elect to receive a
refund directly from the IRS.
Present the costs and fees that will be deducted from the refund amount if a bank product is selected.
Please note that when setting your fees, you CAN NOT charge higher tax preparation or electronic
filing fees based on whether or not a taxpayer chooses to apply for a bank product. Federal
regulations prohibit you from basing your fees on the size of a refund or whether or not a taxpayer
receives a bank product.
Taxpayer must be given adequate time to review all documents, including the Application and all
forms.
You must allow adequate time for the taxpayer to ask questions, and you must provide honest,
factual answers.
Marketing materials you use to advertise or market any bank products must meet certain requirements.
Additionally, any materials you develop yourself must be approved by us in writing. This includes but is not
limited to: point-of-sale materials, direct mail pieces, newsletters, radio/television scripts/video,
newspaper/magazine advertisements, Internet websites or advertisements, and/or announcements. Before
you use any internally developed materials, please contact Refund Advantage to obtain necessary written
approval. For more information on marketing materials, please see ERO MARKETING MATERIALS
REQUIREMENTS on page 37.
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ERO MARKETING MATERIALS REQUIREMENTS
Please note that any marketing or advertising materials you develop that mention bank products must be
submitted to Refund Advantage for approval. Like other bank product programs, we are required by federal
guidelines to verify that the materials adhere to certain standards and to provide you written approval prior to
your use of the materials. This includes but is not limited to: point-of-sale materials, direct mail pieces,
newsletters, radio/television scripts/video, newspaper/magazine advertisements, Internet
websites/advertisements, and/or announcements.
In compliance with federal guidelines, any materials you develop promoting the offering of a bank product
must state that it is a fee-based product, or that additional fees will apply. This requirement is generally
satisfied with a disclaimer that “additional fees will apply” or similar language.
Federal guidelines also require that you do NOT use any misleading statements about bank products. For
example, your materials may NOT make any type of representation that a bank product can “speed” up a
refund or that a bank product is the actual refund. Some statements that are considered misleading include:
“instant tax money” or “rapid refund.”
Materials you develop may be sent to us at [email protected]. Once submitted, please
allow two business days for us to review your materials and respond back to you. We ask that you submit
materials to us prior to December 15.
You can order marketing materials that have been developed by Refund Advantage in compliance with
federal guidelines by choosing ORDER SUPPLIES from the Customer Center menu.
DISQUALIFICATION AND SUSPENSION OF EROs
Like other bank product providers, we continually monitor EROs for compliance with our guidelines and
applicable consumer laws. As a result, you may be selected to participate in a correspondence audit, or an
on-site audit where we visit you at your location. After the completion of an audit, you will be provided with a
log of what was performed. You should maintain a copy of this documentation for your records. If a
government regulator visits your office, you may be asked to provide a copy of this documentation.
If we receive a high number of customer complaints concerning a particular ERO or if it comes to our
attention that an ERO is operating in violation of the law, in breach of the ERO Agreement, committing fraud
in the conduct of their business, or engaging in unacceptable practices, we may immediately suspend the
ERO from the program in accordance with the ERO Agreement and/or restrict the ability of the ERO to print
checks at their location. Prior to suspending or restricting the ERO, we will attempt to contact the ERO to
discuss the situation. If the situation cannot be resolved to the satisfaction of Refund Advantage, the ERO
will be inactivated.
You should note that IRS Agents and criminal investigators visit paid preparers identified as filing highly
questionable EITC claims to discuss remedies, responsibilities and possible civil or criminal penalties. Agents
also will conduct traditional on-site compliance reviews of your records. Please remember that you are
responsible for your actions and the actions of your employees and contractors.
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