Discussion:OOPS!!!

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Actionbsns (talk|edits) said:

30 March 2009
I just had a call from a new client wondering where their refund is. Seems my assistant made a label and then filed the folder back on the shelf before the return was e-filed. Now they are really upset at me. I've apologized and explained and apologized. I don't know what else to do. Seems they made plans to go to another island and are planning to use the refund. The husband was screaming in the background that they paid a lot of extra money to get the return prepared, which isn't true, they just paid a normal fee and now this has totally screwed up their plans. They are very odd people and I'm not concerned with them coming back next year, but that's no excuse for the error. Any suggestions on how others might handle this? I really feel badly about it.

Kevinh5 (talk|edits) said:

30 March 2009
1) you could offer to discount or refund their fee.

2) you could offer to do their return next year for free (I've done this before).

3) you could ignore them and hope they don't complain to the BBB.

TexCPA (talk|edits) said:

30 March 2009
4) send them a box of girl scout cookies


TexCPA

CrowJD (talk|edits) said:

30 March 2009
If it weren't for goofs, life would be more boring than it already is.

Make 'em a refund anticipation loan out of yer pocket. Being on the islands, they can't go far, and Dog is always there to track them down if need be. P.S. get that note in writing, and make it a hidden obscene interest rate. Remeber, they got to pay you back, you can't negotiate the refund check.

David probably knows a retired Philidelphia lawyer out there that can fix you up.

JR1 (talk|edits) said:

March 30, 2009
I'm with Crow. Front them the refund.

Kevinh5 (talk|edits) said:

30 March 2009
I'm not. You are not in the lending business.

Actionbsns (talk|edits) said:

30 March 2009
I'm mulling over refunding the fee or girl scout cookies!!?? If I refund the entire fee, the may return next year and I'm not sure I want them to (not for this reason, they're just weird), if I offer to do next year's return for free, at least I've made a gesture and they may or may not return next year.

As for fronting the refund, that would be a no - I don't know them, they found me from the phone book, the total refund is about $3,000, they are weird (the husband fell asleep in my office while we were talking). I feel badly, but not stupid.

Kevinh5 (talk|edits) said:

30 March 2009
I had a client last year who had moved. We mailed her completed return to her with an envelope to sign & mail back the 8879 with her payment. She sends the 8879 back, but no payment.

Three months later she calls and asks why no stimulus check yet. We say 'because we're still waiting on you to pay before e-filing your return'. She says 'I paid by credit card'. Sure enough, she did three months earlier. But in the meantime (or right after that), my receptionist who had taken the number over the phone and run it through the machine died. yes. So I never knew it was paid.

Anyways, I offered to do her return for half price this year as an apology. She said 'well we might or we might not because we've moved anyways.' What she really wanted was for me to send her $1,200 to replace her (late) stimulus check.

Fsteincpa (talk|edits) said:

30 March 2009
We've all BTDT. The only thing you can do is to tell them the truth, apologize and let them know that everyone makes errors sometimes. They have a right to be upset, but in no way do they have the right to freak out and scream at you. At that point, let them no politely that if they wish to use their adult voices you would be happy to continue the discussion. We all do our best but after you achieve a certain level of tax returns in a year, no one achieves 100%.

I would not refund their fee but offer them a discount off of next years return.

During the 2006 season <the first year I purchased> my assistant filed away about 20 returns one day that were done, paid but not e-filed in early Feb. We didn't realize until late march when the calls started coming in. We went through every file looking for these and then we instituted procedures to prevent this in the future. 20 or so in 2006. 1 in 2007, and 1 in 2008 already.

I find that not making excuses and just saying hey, sorry, missed that one works the best. Now let's see what we can do to correct.

Rgtaxservice (talk|edits) said:

31 March 2009
Someone has to ask. It may as well be me.

Fred, what's BTDT?

Fsteincpa (talk|edits) said:

31 March 2009
Been There Done That

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