Information regarding Taxation and SFDC Process at Namely

Process:

  1. Client sends tax notice

  2. Save to Google Drive in Ops folder for SFDC/JIRA

  3. Open SFDC case under the client contact

  • Product: Payroll

  • Type: Tax

  • Subtype: Tax Notice

  • Case Reason: Namely Client Relationship

  • Subject: CID XXXX - Client Name - Agency/Quarter impacted

  1. Provide the following required information:

  • Client Legal name (Client name in NP)

  • Client ID (in NP)

  • Employee name (if applicable)

  • Tax Agency (i.e. Fed, State, local jurisdiction)

  • Affected Date Range/Time Period of the Notice (Quarter / Year, etc.)

  • Amount Due

  • Client’s first check date with Namely

  • Description of specific issue summarized in your own words. Include details which will be found within the notice. Ensure you understand the notice/issue prior to sending through the case. (Do not simply copy and paste the client email.)

  • *If a new notice comes through for an issue which already has an open case, attach notice(s) to that case. If a new notice for a separate issue/agency comes in for the same client, create a new case.

  • Attach notice to case

  1. Save case

  2. Send email to client through SFDC (template below)

  3. Make a note in your calendar to check back on the SFDC case for notes in two weeks to follow up with your client.

  4. Make a note in your calendar for 10 weeks (total) to follow up on the case if you have not heard back.


Email Template:

Thank you for bringing this tax notice to Namely’s attention. It is not uncommon for us to receive these types of notices from our clients. There are a variety of reasons you may receive such notices (which may or may not apply to your situation), for example: Namely receiving incomplete or inaccurate data, mistake at agency level, error in tax ID numbers, etc. Namely needs to research each issue individually to assess the impact and provide resolution. 

As a next step, I will be sending this notice to our Tax team for appropriate follow up. Our Tax team will research and take action towards resolution. Due to the complexity of each notice there is time needed to research the issue and reach out to the appropriate agency for resolution; this allows our team the time needed to take the necessary steps to provide you with a meaningful update. I will check in with our team and provide you with an update in two weeks on the status of the tax notice. After the initial outreach to the agency, it has been our experience that it may take an additional 8 weeks for the agency to resolve the issue and provide us with an update. 
 
I will let you know when the issue has been resolved, but you may not hear much in between while it is being worked on by the team and the agency. Thanks for your patience while we assist you with this notice.
 
Sincerely,
Name
 

Additional Information

If you receive more than one tax notice from a client (i.e. multiple states or multiple EINs), please create a case for each notice received.

Cases will be worked on by the Tax team in SFDC.

There is often not any follow up in between the tax team’s initial outreach and resolution. If 10 weeks have not passed, please do not ask the Tax team for an update.

When the issue has been resolved, close the SFDC case. Please update case reason to the appropriate cause (manual error, client error, process issue, etc.).