There are several ways you can offer support to your taxpayers.
- Communicate your site’s support information when you send the taxpayer the URL. DO NOT rely on them being able to navigate your site and find it. This should include all ways that the taxpayer can communicate with a certified volunteer at your site such as:
- Support number, along with hours or operation
- Email address, along with expectations of when they can receive an answer
- There are several ways you can support your taxpayers which include, but are not limited to
- Utilizing screen share applications
- Following along with a support account you have created (you can have up to 5 usernames per email address)
- Being available to answer tax related questions
- Being available to help them work through any IRS or state rejects
- If there are questions you (as the site) cannot answer, you should email VITA/TCE with detailed information. They will need to know the following at a minimum:
- Account Username
- Account email address
- Detailed information on what you need assistance with
- At no time should you recommend or advise a taxpayer to reach out to TaxSlayer for support. The agents will not be able to assist your VITA/TCE Kiosk taxpayers directly.