Clear expectations and well-designed systems are critical to delivering a premium client experience.
Our business is more than 90% online. While we may be able to accommodate you if you are unable to follow our standard processes, we must be clear that it may affect your client experience, including the time required to complete your return, and additional fees may apply for producing and handling any paper documents.
Here are the key Rules:
Everything happens in the client portal.
Do not send documents, information or questions related to your tax return via email, phone call, text message, instant message, fax, postal mail, delivery service or other means.
Both taxpayer and spouse (if any) must activate client portal accounts using separate email addresses.
A child over the age of 18 is an adult. We know they’ll always be your babies, but we cannot engage or communicate with you regarding another adult’s return unless you provide us with a valid Power of Attorney. We must have your adult child’s express permission to grant you access to his/her portal.
First Come, First Served.
We will process information and respond to your inquiries, messages, emails, phone calls, etc. in the order received subject to time blocking, a method of workload management that increases efficiency. We have a new practice management system in place to keep us honest – we simply work on the next task in line.
If we have to request additional documents/information from you to complete your return, you should not expect us to process it immediately when provided. It joins the queue in the order it was received.
You must sign the Letter of Engagement (LOE) and pay a small deposit to begin the process.
Both taxpayer and spouse must sign the LOE, which includes information about what is and is not included in the engagement for tax preparation services. Please read it carefully. If you require additional services, please contact us ASAP to discuss the fees and timeline for that work.
Completing the tax organizer is mandatory.
You must answer every required question in the tax organizer and certify your answers by selecting “YES” on the last question and clicking submit. This provides us with documentation to satisfy the IRS paid preparer due diligence requirements and helps speed the completion of your return. You may upload documents before you complete the organizer for your convenience, but we will not review or process them.
Intake calls are optional for returning clients.
We will review your organizer and request an intake call if we have questions or concerns. You may request an intake call on your organizer, by sending a secure message, or by sending an email.
If you provide new or corrected information after your return is presented in draft, additional fees may apply. Obviously, this does not apply if we make an error. Please make sure the documents and information you provide are complete and accurate to the best of your knowledge.
You must pay your final invoice to receive Authorizations to Efile for your signature.
IMPORTANT: DO NOT SEND ANY PERSONAL OR TAX INFORMATION VIA EMAIL, VOICEMAIL, TEXT, ONLINE MESSENGER, MAIL, OR ANY MEANS OF TRANSMISSION OR DELIVERY OTHER THAN OUR SECURE ONLINE PORTAL.