Tax Question Classification
For this work, you will be classifying customer questions from a Tax Processing company into a
Category and Sub Category, as well as determining whether the question is asking for a Tax
Expert (Such as a CPA) to advise them on how to file their taxes. We are providing an extensive
reference document below, that includes details on all the Categories and Sub Categories
available. Please read this entire reference guide before beginning your evaluation. We
recommend keeping the entire Instructions page open in a separate Window or Tab in your
browser while taking the evaluation so that you can easily search or reference it while taking the
evaluation.
You may be away from the task, reading the document, for up to 5 minutes before your
evaluation session will be automatically paused and closed.
Pay special attention to the Tax Expert question. Relatively few questions actually need a Tax
Expert to answer them.
In general, if a question is asking how to do something, such as “How do I enter my 1099
details?”, it is not a Tax Expert question.
If it is asking if the user can do something with their taxes, such as “Can I deduct the miles
I drove to get to my 1099 job?”, that is much more likely to be a Tax Expert question.
You still need to correctly categorize the question when it is a Tax Expert question.
Product Questions
About You
Personal Info section - name, deceased taxpayer name. any question related to updating
personal profile or info
Example:
i need to update my address
Access Return
Find the current or prior year tax return file
Example:
i need to access my prior year return
where can i find my last year's return
Calculations
Questions about how the tax refund is calculated for federal and state in turbotax
Example:
why am i only getting $200 from state refund?
the refund amount seems to be wrong
Download/Install
download and install current and prior year
Example:
how can i download turbotax
i have a CD but i don't have a CD drive to install
File Previous Years
File tax return for previous year (2015 and earlier)
Example:
can i file last year's tax this year?
Forms Mode
add/remove/amend forms in Forms Mode (a desktop product feature)
Example:
i am having trouble adding forms in form mode.
General Security
customer wanting to sue TurboTax, lawsuits, opt out of emails and communications from
TurboTax. customer concerned about TurboTax security.
Example:
is turbotax secured?
Identity Protection
People receiving false letters and bills that aren't TurboTax customers, fraud, identity theft
Example:
i think my account is being hacked.
Import/Transfer
Import forms into TurboTax or transfer information from other institutions
Example:
how can i import my w2
Log IN
Account login/sign in/password reset/multiple accounts/security questions
Example:
I can't log in
i forgot my password
Navigation
How to/where to enter, navigate through turbotax product
Example:
where can i download my w2
Plus Benefits
questions about the PLUS bundle
Example:
what is PLUS bundle
Print
print current or prior year tax return
Example:
i need to print my last year's return
SSN Emails
Emails containing codes for customers that have multiple accounts with the same Social Security
Number, potential security issue
Example:
i got an email saying someone else has already used my social security number
Technical Issues
product slow loading, blank/blue jeans, crash, frozen, not responding, tech/software bugs/errors
Example:
turbotax is down. i can't access it
RAL
refund advance program is a turbotax feature. a.k.a turbo card or turbotax card or prepaid card
TT offer a loan to customer with an equivalent amount of their refund. Customer can take the
loan, and when the IRS send out the refund, they will need to pay back the loan
Example:
can i get the refund in advance?
turbotax card
Terms Questions
ACA
Affordable care act (government purchased health insurance, medicare/medicaid, forms 1095A,
1095B, 1095C related queries)
Example:
can i deduct my medicare expense?
am i eligible for ACA?
Estimated or Additional Taxes
Additional or Future Tax payments that customers expect to pay
Example:
i think i owe IRS some money last year, and i need to pay them this year
Filing Pins
AGI (Adjusted Gross income) and IP Pin numbers required by some states in order to e-file with
turbotax
Example:
what is my AGI?
i don't know the PIN to e-file
where can i find the AGI pin?
Foreign Income & Taxes
customer has foreign income or foreign accounts, pays foreign taxes or a foreign tax credit
Example:
do i need to pay tax for money i earned from Canada?
do i need to pay Canada tax
Form 1040
any mention of form 1040 (the general tax return form)
Example:
i have not yet receive my 1040
where do i enter 1040
Form Availability
federal and state tax forms available in TurboTax
Example:
what tax forms are available in turbotax?
Income
Income and wages, W-2, 1099 misc, 1099 int
Example:
how do i find out my income from my 1099
Investments
Investment income, scheduled, investment deductions
Example:
i sold my stock this year. do i need to pay tax
Military
military related issues (income, filing in home state/overseas)
Example:
i was sent to Korea to serve the army. can i deduct my housing expense there
Notices & Audits
IRS audit notifications to customers and other notices form the IRS
Example:
i got a letter from IRS
Retirement
Retirement income, retirement credits and deductions
Example:
do i need to pay tax for retirement income
TTA
TurboTax Advantage - subscription service buy, cancel, replacement,
Example:
how do i cancel my Advantage subscription?
Credits & Deductions
Alternative Minimum Tax
Alternative Minimum Tax Credit, form 8801, 6251, often referred to as AMT
Example:
i need help filing 8801
Child Care
Child care deduction, child tax credit
Example:
can i deduct what i paid for day care?
Donations
charitable donation deductions
Example:
can i deduct the cloth i donate to good will
Earned Income Credit
Earned Income Credit, EIC
Example:
am i qualified for earned income credit
Education
any mentions of 1098E/1098T, tuition and tuition/student loan payments
Example:
can i deduct the interest i paid for my school loan?
It’s Deductible
It's Deductible application. It's Deductible is a TT product feature
Example:
any mention of It's Deductible
Job-Related Expenses
educator/teacher credits and deductions, job/work related expenses, home office, moving
expenses, form 2106
Example:
can i deduct the gas money i used as an uber driver?
Medical-Health
medical expenses, HAS, MSA, FSA spending accounts, 1099sa, 885, health coverage credit
Example:
is my HSA tax deductible?
Mortgage
mortgage insurance premium, mortgage credit certificate, 8396
Example:
can i deduct my mortgage
Other Credits
any miscellaneous tax credits not covered by the other credit categories
Example:
can i clam my expense on my service dog?
Other Deductions
Miscellaneous deductions - appraisal fees, generation skipping, amortization bond premiums,
deceased tax payer deduction
Example:
can i deduct my pet?
Property
property, real estate, personal property tax, vehicle registration fees; property/casualty damages;
bankruptcy
Example:
can i deduct my farm?
Rentals & Royalties
rental property deductions and credits, natural resource royalties
Example:
do i need to pay tax for the income i got from renting out my house
State Credits & Deductions
state related credits and deductions (not federal)
Example:
what type of credit can i get from California
Unemployment
Customer files for unemployment
Example:
i just got laid off. i need to file for unemployment
Process Questions
Amend
Amend current and prior year tax returns to fix any error or make adjustments
Example:
i made a mistake on my tax return. need to revise.
correct an error on my tax
Billing/Pricing
cost/price of the turbotax product, explanation of charges and fees, charged multiple times,
credit card issues/authorizations
Example:
why am i being charged?
is turbotax free?
Business Entities
Business income, forms, deductions and credits, assets, farms etc. (exclude Self employee people
like uber drivers) This is for people owning a business and have tax question related to their
business/company
Example:
can i deduct my office supply expenses?
Direct Deposit
Refund automatically and directly deposited into the customers bank account
Example:
Refund automatically and directly deposited into the customers bank account
E-File Questions
E-file Rejects, E-file Bugs and Errors, File By mail. NOT include e-file status
Example:
why am i being rejected?
can i file by mail and e-file at the same time?
Extension
File an extension to file your taxes at a later date after 4/15
Max Benefits
questions about the MAX bundle. a bundle sold separately in TT
Example:
how do i upgrade to MAX
what is MAX bundle
Netspend
Netspend is a feature offered by TT. a card similar to Debit/Credit card that customers can get
their refund deposited on
Example:
i don't have a bank account. i want my refund to be deposit directly into my card
Other Tax Situations
Miscellaneous tax situations - injured spouse allocation, non-liable spouse worksheet, various tax
forms
Example:
i move between CA, and WA state last year. which state should i file?
Start New Return
start over in TurboTax
Example:
how can i start over?
State Issues
Other state related questions (multi state, requirements to file, etc.)
Example:
i can't file my Washington state tax with turbotax
Tax Expert
customer wants to speak to a tax expert or get tax advice
Example:
i need to have a CPA to review my tax
i need to talk to an expert
Customer Service
Contact Us
how to contact TurboTax customer service i.e. what is the number to call? i need to talk to
someone
Example:
i need to talk to someone
Product Refund
refund for TurboTax product, reverse charges, customer would like money back
Example:
give me back my money. i don't want Turbotax anymore
Purchasing
how to/where to buy purchase product, product/edition differences, replacements, purchase
prior year, desktop, MAC
Example:
how can i buy turbotax desktop version
Refund Transfer
extra processing fee and charge deducted for using refund to pay for TurboTax Fees.
Example:
why turbotax charge me to transfer refund to me?
Unlock/Upgrade/Downgrade/Update
unlock/activate cd, upgrade/downgrade product
Example:
how do i upgrade to different bundle?
i accidentally bought PLUS bundle, but i don't want it.
Update Account
modify, update, change account username/ID, phone #, address, credit card, etc.
Example:
i need to update my credit card number
Return Status
E-File Status
Status of E-file transmission for Current year, prior year,
Example:
did IRS receive my e-file?
did my e-file went in successfully?
Federal Review
Federal Review is a product feature in TurboTax. when customers are ready to file, TT will run
some simple check on their return.
Error Check, review your numbers, refund/taxes owed go up and down
Example:
I am getting an error after federal review page.
why turbotax is telling me there is an error in my tax return
Filing Status
Single, Married Filing Jointly, Married Filing Separately filing status, dependents
Example:
i have a fiancé, should i file as a married or single
Refund Questions
Refund question, refund issue
why is my refund so little this year?
Return Not Received
IRS has not yet received return from TurboTax E-file
Example:
IRS never received my tax return
Where’s My Refund
Status of customer Tax Refund - when will it be deposited or check received?
Example:
where is my refund?
why am i not receiving my refund
Other
Unknown
(any other categories)
Example:
i like BMW
OK
