Client Experience

After the firm delivers an extension package, the client is notified via email. They can then click on a provided link to review their tax documents, make payments, and sign necessary forms. This article explains the client process and what they see, step-by-step.

Initial email

The client receives an email to the extension when the user at the firm delivers the package at the end of processing.

  1. The subject line and contents of the initial email are set in SafeSend Extensions > Client Instructions under the Initial Email heading.
  2. The client's email address is set in the Client Info tab while processing the extension.
  3. The client can click on the link in the email or paste it into a web browser to begin the review and signing process.

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Start page

The Start page shows a file folder and contains information on what is being delivered and who is sending the return.

  1. Review the greeting, which shows the sender and client name.
  2. Click on Click Here to Get Started to open the extension package.

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Authentication

The client must first authenticate before gaining access to the extension package.

  1. (Individual returns only) Enter the last four digits of the client's social security number in the box provided,
  2. Click Continue.
  3. Click Request Access Code to receive a set of numbers via the preferred contact method. If the client has provided a mobile number, they will receive the request via a text message. If the client only has an email address, the code will be sent there.

    Info

    • Email access codes are 8 digits in length.
    • Mobile access codes are 6 digits in length.
  4. Enter the access code in the provided box.
  5. Click Continue.

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Welcome page

The Welcome page is the dashboard for the client's extension package. From here, they can see their progress in the signing process, tax year, contact person at the firm, and access their profile settings.

  1. Review the summary of any potential refunds or payments that are a part of the package.
  2. Review the steps that are a part of the extension process.
  3. Click on Click Here to Begin.

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Review documents

This section lets the client see a message from the firm, as well as preview the filing instructions and tax documents.

Info

If there is no message from the firm, the client will be taken directly to the tax documents.

  1. Read the message from the firm.
  2. Click Continue.
  3. Review the filing instructions and tax documents.
  4. Click Continue.

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Info

  • Clients can get a copy of their tax documents by clicking Download Tax Document(s).
  • If the client wants to forward a copy of the documents to someone, they can click Forward a copy of my tax documents and enter an email address.
Sign Tax Documents

This screen shows the available ways that the client can sign required documents. Depending on the extension package and how the firm processed the extension, not all options may be available.

  • E-Sign. For individual returns, this prompts the client for further identity verification. It will ask for a date of birth, Knowledge-Based Authentication questions, and a spouse's email address and phone number (for jointly-filed returns).
  • Manually Sign. This prompts the client to download the extension package and provides information on manually signing and providing payment.
  • Delegate Signing to Someone Else. This lets the client send tax forms to partners or shareholders for signatures.

Each option is described below in greater detail.

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Sign Tax Documents (E-Sign)

Verification

  1. Enter your date of birth.
  2. Check the box to consent to e-signing.
  3. (Optional) Enter your spouse's email address and mobile number.
  4. Click Continue.

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Knowledge-Based Authentication

  1. Answer the security questions. You must answer 3 out of 5 correctly in order to proceed. If you fail, you cannot e-sign and will be required to download, print out, and manually sign the tax forms.
  2. Click Continue.

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Signature

  1. Click the yellow Start arrow to be taken to the first place to apply a signature.
  2. Click the yellow Next arrow to continue going through the documents to apply your signature.
  3. When done, a yellow Finish arrow will appear at the bottom.
  4. Click Continue.

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Spouse (for jointly-filed returns)

If a spouse's signature is required, they will receive an email to access the extension package.

  1. Verify the spouse information. You can click Change Email or Change Mobile if necessary.
  2. Click Continue to move on to payments.

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Sign Tax Documents (Manually sign)

If the client is required -- or chooses -- to manually sign, a screen appears that gives them the option to download the tax forms.

  1. A window asks for confirmation of manual sign. Click Yes.
  2. Click Download documents requiring signature. This downloads the forms to the client's computer.
  3. The client can then print the documents, sign them, and then:
    • Upload images of the signed forms so that they are delivered to the tax firm.
    • Mail the signed forms to the address provided.
    • Fax the signed forms to the number provided.
  4. Click Continue to move on to payments.

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Sign Tax Documents (Signer delegation)

If the client requires someone else to sign their tax forms, such as a shareholder or partner, they delegate the signing process.

  1. Fill out the required information for the delegated signer.
  2. Click Send. The delegated signer will receive an email with a provided link. They can then log in and sign the required forms. 
  3. Click Continue to move on to payments.

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Tax Payments

This screen lets you view anticipated payments and estimated taxes. The client can choose to download all payment vouchers or download the filing instructions for reference. If they wish to make or record a payment, they can use the links on the left side of the screen.

Making an estimated payment

  1. Click on an estimated payment.
  2. Click on Pay Online to be directed to the tax authority's website. It will contain information on how to make a payment using the tax authority's system.
  3. To record a payment, click on Add payment details and follow the instructions. After entering the information, PAY ONLINE will change to PAID.
  4. Click on Done when finished.

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Important

SafeSend Extensions does not make any payments on behalf of a client. It can bring clients to a tax authority's website to make a payment. It also records payment details that the client enters. The PAID label, when seen, simply means that the customer has recorded making a payment. It is the client's responsibility to make sure that they have actually made the payment.

Completion

After completing the above steps, SafeSend Extensions will inform the client if there are any outstanding signatures from either a spouse (for joint returns) or from a designated signer.

  1. Review the message to see if there are any outstanding signatures.
  2. Click Continue to return to the dashboard.

When all required signatures are complete, SafeSend Extensions will notify the firm and the client via email.

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Confirmation

When all required steps are complete, a message at the top of the dashboard will inform the client. The following actions are available:

  • View/Download Tax Documents. This allows the client to review or download all of the tax documents that are a part of the extension package. A window will appear, giving the client the option to download all of the documents or select forms.
  • View/Download Signed Documents. This allows the client to review or download only the signed documents that are a part of the extension package.
  • Make Tax Payments. This takes the client back to the Tax Payments screen, where they can make a payment online (if allowed), download payment vouchers, or mark payments as paid.

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