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General Chat Template
Sales Tax Unfile Template
QBOA Certification Move Template
Discount/Refund Chat Template
ProAdvisor Profile Issue Template
Payments Funds on Hold Template
Pay Edits Template
Supervisor Template
Billing Charge Search Template (under maintenance)
QBO/QBOA Subscription Issues Template
Payroll Subscription Issues Template
COID/MID:
CASE:
CLIENT/CONTACT:
CX IS ATTEMPTING TO:
EXPECTED OUTCOME:
ACTUAL OUTCOME:
KB/TOOLS USED:
TRIED TEST ACCOUNT:
TS STEPS:
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COID:
CUSTOMER'S REASON FOR UNFILING:
ARE ANY EXCEPTIONS ON THE FILING:
HAVE ALL PAYMENTS RELATED TO THE SALES TAX FILING BEEN DELETED:
IS THIS THE MOST RECENT RETURN:
TAX AGENCY NAME:
DATE RANGE OF FILING PERIOD:
NET AMOUNT DUE ON FILING:
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E-MAIL CERTIFICATION WAS COMPLETED ON:
OLD AUTH ID:
E-MAIL CERTIFICATION WOULD LIKE TO BE MOVED TO:
NEW AUTH ID:
HAVE THEY ATTEMPTED TO RETAKE THE EXAMS ON THE NEW EMAIL?
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COID:
CUSTOMER NAME:
REQUEST BY DATE (NEXT BILLING DATE):
REASON FOR DISCOUNT/REFUND REQUEST:
IF REQUESTING A DISCOUNT, HOW MANY MONTHS AND FOR WHAT PERCENTAGE?
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ISSUE:
AUTH ID:
EMAIL:
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MID:
RISK CASE NUMBER:
WAS THE DDA (DIRECT DEPOSIT ACCOUNT) UPDATED?
DO WE NEED TO RELEASE FUNDS?
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PAY EDIT EMAIL SENT:
PAY EDIT FILES IN FILE EXCHANGE:
NAME OF REQUESTOR:
CLIENT COID:
NAMES OF AFFECTED EMPLOYEES:
AFFECTED DATES YTD:
BEST CALL BACK NUMBER OF THE CUSTOMER:
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CUSTOMER NAME:
PHONE NUMBER:
TIME ZONE:
BEST TIME FOR CALL BACK:
COID/MID:
CASE:
REASON FOR ESCALATION:
TS ATTEMPTED:
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Billing Charge Search Template
Transaction Type:
For transactions charged PRIOR to Oct 3, 2021
For transactions charged AFTER Oct 3, 2021
NAME ON CARD:
LAST FOUR DIGITS OF CARD:
DATE OF LAST CHARGE:
AMOUNT OF LAST CHARGE:
DESCRIPTION OF THE CHARGE ON THE CUSTOMER'S BANK STATEMENT:
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NAME ON CARD:
FIRST SIX DIGITS OF CARD:
LAST FOUR DIGITS OF CARD:
DATE OF LAST CHARGE:
AMOUNT OF LAST CHARGE:
DESCRIPTION OF THE CHARGE ON THE CUSTOMER'S BANK STATEMENT:
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COID/MID:
CASE:
CLIENT/CONTACT:
CX IS ATTEMPTING TO:
EXPECTED OUTCOME:
ACTUAL OUTCOME:
KB/TOOLS USED:
TRIED TEST ACCOUNT:
TS STEPS:
LOGIN USED WHEN GETTING THE ERROR:
WHAT ARE THEY HAVING ISSUES SUBSCRIBING TO? QBO:
IS THE COMPANY ON WHOLESALE BILLING?
IS IT THE PA MAKING THE CHANGE?
OII - ARE THERE ANY SPECIAL CHARACTERS IN THE COMPANY NAME?
OII - IS THEIR BILLING ADDRESS IN AN INCORRECT FORMAT/BLANK?
OII - WHICH GRANTS EXIST ON THE ACCOUNT?
OII - ARE THE GRANTS ACTIVE?
OBILL - IS THE CARD SHOWING AS DECLINED IN OUR SYSTEMS?
OBILL - IS THE PRODUCT ACTIVE ON THE PLAN TAB?
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COID/MID:
CASE:
CLIENT/CONTACT:
CX IS ATTEMPTING TO:
EXPECTED OUTCOME:
ACTUAL OUTCOME:
KB/TOOLS USED:
TRIED TEST ACCOUNT:
TS STEPS:
LOGIN USED WHEN GETTING THE ERROR:
WHAT ARE THEY HAVING ISSUES SUBSCRIBING TO? QBOP:
IS THE COMPANY ON WHOLESALE BILLING?
IS IT THE PA MAKING THE CHANGE?
OII - ARE THERE ANY SPECIAL CHARACTERS IN THE COMPANY NAME?
OII - IS THEIR BILLING ADDRESS IN AN INCORRECT FORMAT/BLANK?
OII - WHICH GRANTS EXIST ON THE ACCOUNT?
OII - ARE THE GRANTS ACTIVE?
OBILL - IS THE CARD SHOWING AS DECLINED IN OUR SYSTEMS?
OBILL - IS THE PRODUCT ACTIVE ON THE PLAN TAB?
CS SERVER - DID CARE TERMINATE THEIR PAYROLL?
CS SERVER - IS THERE A BILLING HOLD?
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