If you are participating in the Auto Collect program, and looking to take actions for past-due clients, such as stopping collections or issuing refunds, and you discover you are unable to complete these actions, here are the common reasons why these actions are restricted.
Once you have logged into our website, navigated to the Auto Collect report and selected a taxpayer and you do not see an action button on the lower right corner of the taxpayer fee detail, here are the reasons why these action buttons may not be displayed.
Stop Collections
If you need to stop sbtpg from collecting past due fees from a specific client, and you are unable to complete this action, that may because we have successfully collected your fees, or we are in the process of debiting fees from your client’s bank account. Once your fees are successfully collected, you will have the opportunity to issue a refund to your client.
Issue Refund
If you are looking to issue a refund to a client, and the "Issue refund" button is not displayed, please note that there may be a pending payment that is being processed. Refunds cannot be issued until the processing of your client’s payment is complete.
Refund Rejected by client's bank
If we successfully debited your fees from your client’s bank account, and you attempted to refund these fees back to your client, but their bank rejected the direct deposit, “Refund Rejected by Customer Bank” will be displayed in the Collection activity section.
Common causes for rejected refund
These are the two most common reasons why debited fees cannot be deposited to your client's bank account.
- Your client’s bank account is closed
- The bank account is no longer valid
How to assist your client
Create a support case by following the steps below.
- Log into our website
- Select “Help” from left side menu
- Select “Create support cases”
- Provide details about the rejected refund and submit the Case
AutoCollect is an optional service provided by Santa Barbara Tax Products Group, LLC (SBTPG). Fees apply to the ERO only with respect to successful collections. SBTPG is facilitating collections that are being made directly through EROs.