This page is an outline for when a VXA or Viewer reports that they are paying the incorrect amount of taxes and need a manual refund.
Phone/Chat Inquiry
1. Please ask for their email and billing address, and let them know you will touch base with the proper teams and follow up with them as soon as possible. It is important not to make a judgment on the tax rate or make any promises to the viewer outside of the aforementioned direction.
2. After the viewer confirms their billing address, please escalate to RS POC and request confirmation of the proper tax rate for the viewer. Please include the address and Flanders link in the email.
3. From here, the case will be escalated and if there is an issue with the tax rate, the rate should be corrected and SrRS will ensure any appropriate refunds are provided for previous overages.
Info needed to escalate "Excess Taxes" issues
Flanders Link & Salesforce Case #
Viewer's Name
Date
Full physical home address
vital that we get the entire address
Any additional notes you feel should be included