Sending Returns to Support

If a Tax or Technical Support representative requests that you send returns for analysis, you can create a file from Return Manager that is scrubbed of any sensitive data using the Send to Support feature. This ensures all sensitive return data is removed from the file that is sent to Support.

The file is also protected with a password that only Support representatives have access to. Your firm's users are unable to open and view the contents of files created by the Send to Support feature.

Note: You must be granted the functional right to edit returns to use this feature.

1. Select one or more returns in the Return Manager grid.
2. Click in the Maintenance group on the Utilities ribbon.
3. Accept the default file location (C:\Users\<user name>\Documents\WK\Scrubbed) or click Browse to locate and select a different location, and then click Next to begin validating the space requirements and copying the return data.

Note: Clicking Stop does not cancel the file creation. The system continues to copy the return currently in progress, along with the return's associated files and data. If you selected multiple returns, no remaining returns are processed.

4. When the process completes, you can select to navigate to the file location, if needed.
5. Click Finish to view the Tax Return Report. The status of each processed return displays. If a return copy is unsuccessful, Exception displays in the Status column and a brief explanation displays in the Comments column.

Note: Exceptions can be caused by a return being in use, a return being deleted before processing, or a return you do not have permissions to edit.

A single password protected ZIP file is added to the specified location and named <account number>_<date>_<time>. The file contains the following:

• The returns' input data
• A backup of the return configuration set associated with each return
• Client log files that include detail from any CCH Axcess errors that may have occurred from the past four days

Note: Sensitive data, such as Social Security Numbers, Employee Identification Numbers, account numbers, email addresses, and bank numbers are encrypted.

6. Do any of the following, if needed:

Component	Description
Print	Click Print to send the report information to any printer device on your machine for reference or filing purposes.
Export	Click Export to save the report information to an XLS file.
Find Next	Enter a value in the search box and click on the grid title bar to select the next instance of your criteria in the grid. Enter the complete criteria to search for a specific record or partial information to search for similar matches.

7. Go to the Wolters Kluwer Upload Request Support page.
8. Do the following to attach and submit the ZIP file to Support:
   1. Enter your firm's six-digit account number.
   2. Enter the name of the Support representative you spoke with, if applicable.
   3. Select NO to answer the Is there sensitive customer data in any of the attachments? question.
   4. Click Browse to navigate to and attach the ZIP file.

   Note: Up to five attachments can be sent to Support at one time. To attach additional files, create and submit a new Upload Request.

   5. Click Submit.

Note: A Support representative may request to access the ZIP file on your machine using GoToAssist remote support software.