Participants who were willing to use online and mobile banking, but who were less familiar with doing so regularly, still felt this was a good option and would be interested in trying it if there were clear instructions for how to do so. This meant that these participants had low motivation to take action, defaulting to repayment by payable order. You have a range of IOSS options with Royal Mail. Use theRIFT tax refunds appto track the status of your HMRC tax refund. If you get an email about tax rebates that seems to be from HMRC, watch out! Find out about the Energy Bills Support Scheme, Accounts and tax returns for private limited companies, File your accounts and Company Tax Return, other tax your company owes, for example PAYE or VAT, your next Corporation Tax bill or a late filing penalty (if you do not enter a repayment limit when you submit your next Company Tax Return), as a payable order, to your registered company address, paid tax early (known as credit interest), paid more than your company owes (known as repayment interest), when you paid the tax, if you paid after the due date, the date your balance goes above what you owe. To this end, HMRC has proposed some transformational solutions: payment authorisation via taxpayers mobile banking app, payment into salary accounts and changes to tax codes. Each interview mapped the repayments journey to mark key events in the repayments process, as well as how participants felt at the time, and what drove the decisions and actions taken. Please note: Each destination is responsible for setting their own import controls on restricted goods. A key opportunity barrier was that taxpayers did not always receive their repayment notification, but rather first discovered they were due a repayment when they received a payable order attached to a letter from HMRC. Participants disliked elements of solutions that they thought could cause confusion or make it difficult for them to isolate the repayment amount, for example, changes in tax codes were considered too difficult for a lay person to understand, making it very difficult for taxpayers to interrogate HMRCs calculations or recognise an error. Payable order hmrc MoneySavingExpert Forum Do note, while we always aim to give you accurate product info at the point of publication, unfortunately price and terms of products and deals can always be changed by the provider afterwards, so double check first. If HMRC wants your refund back, we cover it. Key in the number in this format to ensure that it is recognised. For further information about sending parcels and IOSS please see ourInternational Business Non-Personal and Personal Correspondence User Guidepdf, 2.16 MB. Out of principle, and frustration at being overtaxed, these participants wished to minimise the tasks they had to undertake to claim their repayment, even if minor. We currently believe only a small number of items are now being returned. Before we can send your claim to HMRC we need the 64-8 form signed and returned to us as these confirm to HMRC that we are authorised to act on your behalf. The chances are that you will have questions about the changes taking place in relation to EU VAT on 1 July and the options open to you. If so, you just need to assign their IOSS number along with all the normal customs data in the pre-advice to us for the items sold through that marketplace. While this group was most likely to say that they wanted the option to phone HMRC for support, one participant with Aspergers noted that he had struggled to communicate with the HMRC advisor on the phone and would have benefitted from a separate helpline catering to taxpayers with disabilities. Those in the low online trust group in particular preferred to be paid by cheque and generally avoided online transactions. HM Revenue and Customs (HMRC) Research Report 670. Taxpayer contact with HMRC was limited during the repayment process. The model theorises that 6 components drive behaviour: psychological capability (such as comprehension and reasoning), physical opportunity (such as time and resources), social opportunity (such as interpersonal influences), reflective motivation (such as evaluations and plans). COM-B is a widely used theoretical model that originates in studies of health behaviour and seeks to provide an overall model that captures all the factors that could influence behaviour (Keyworth et al., 2020). Across the responses to the ideas, and aligned with their suggestions for improvements, participants valued automation where possible, transparency and a lump sum payment. Some taxpayers may not have engaged at all with HMRC (i.e. If you leave a job part-way through the tax year, for instance, the tax you've paid might be too high. Payable orders can be used when electronic payments are not possible. Received a letter on 27th April saying they were sending a payable order to natwest bank within 14 days. You dont want it to come across youve suddenly had this inheritance come from HMRC. If its done online it will be paid in 5 days so I dont really need messages in those 5 days. Royal Mail has also developed two solutions for sales you make through your own checkout that may suit your business. However, participants raised some concerns about how automated payments would work in situations where a taxpayer had changed jobs or bank accounts or retired. (b) What would the ideal taxpayer repayments experience look like? Well send you a link to a feedback form. In those cases, it'll usually involve a cheque or bank draft. (b) What are their overall reflections of their experiences of the repayment process? size, scale and maturity of your business). HMRC will stop issuing payable orders to overseas non-established taxpayers (NETP taxpayers who are registered for UK VAT but do not have a business address here). Proactive participants also liked simplicity and that it required minimal input from the repayment recipient. Untracked While past experience of a repayment meant that participants felt more comfortable with the process, experience could serve as a motivational barrier as repeat recipients of a repayment tended towards claiming via the same method they had used before. (a) How do taxpayers respond to proposed transformational solutions and how would these address taxpayer needs? Participants often assumed that HMRC had customers bank details and would be able to process payments using this information. Remember, not receiving a P800 doesn't mean you're not owed a tax refund. Forty one-to-one online and phone interviews were conducted that were between 45 and 60 minutes in length, taking place between the 21 March 2022 and the 3 May 2022 . The greatest single dimension must not exceed 900mm but must be at least 100mm Tax refund if you're employed under PAYE: 30% of refund claimed + VAT (minimum fee 50+VAT), CIS Tax Refund including tax return 275+VAT, Self assessment from 95 + VAT (call us on 01233 628648 for a quote). This is operational now for Tracked & Untracked services to: Other destinations will be added as they become ready. Participants felt it would be important for them to receive notification and explanation of the repayment so they were not confused or concerned by an unexpected deposit. If you want an update at any time, just give us a call -we can sit on the phone to HMRC for you while you get on with better things! The best way to speed up your RIFT Tax Refund is to get your Authorising your agent (64-8) form back to us fast. Or, if you prefer to concentrate on selling, you may want to consider our assisted IOSS solutions with our partner Taxamo. You can also use our tax refund calculator to see how much you are due if you do make a claim. Have a look at our, If you need to get documents from your employer and they are worried about what is involved then send them to our. This section considers participants preferences in the context of specific taxpayer groups, as the process pain points and suggestions for improvement differed greatly by profile. The length of time generally depends on the tax office and what type of tax refund claim you are making as naturally the more extensive and complicated claims will take longer to process. Proactive, digital by default and capable withdrawers all expressed a preference for a higher degree of automation at HMRC. One of the ways HMRC pays out tax refunds is via a payable order. This is very similar to a traditional cheque and can either be posted directly to you or to your bank to process. The EUs Import One Stop Shop (IOSS) is a VAT registration scheme your business can use from 1 July 2021 to comply with the EUs new VAT e-commerce rules on sales from GB to the EU. A cheque is easier, more straightforward. This is very similar to a traditional cheque and can either be posted directly to you or to your bank to process. It wont cost you a penny. One participant had opted to wait for the payable order to avoid spending the money too quickly. This section explores the findings for research objectives 1 and 2, namely the facilitators of and barriers to taxpayers claiming via BACS online, as well as participant suggestions for improving the repayments process. You can email us or send us a question or feedback through our contact page at any time and you can leave us a private message through our Facebook page. In addition, participants who had phoned HMRC suggested that advisors could use less jargon during conversations, as they had found some of the information difficult to understand. This is the way forward, everyones doing it, you can do it on the bus on the train at home watching TV, its so much easier. In terms of the existing repayments process, this included suggestions to use online chat bots to reduce phone waiting times, and to use facial recognition features to improve the verification process for the Personal Tax Account (more on this below). This publication is available at https://www.gov.uk/government/publications/taxpayer-experience-of-the-hmrc-repayments-process/taxpayer-experience-of-the-hmrc-repayments-process. Firstly, tax codes were not well understood by participants, even among the more financially savvy, so were regarded as an opaque way to communicate about and process a repayment. You cant have extra money appearing without knowing. You have more than one job and aren't getting the full value of your tax-free Personal Allowance. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gov.uk. We have three options available to help you manage these changes depending on the size and nature of your business. They spontaneously suggested using Face ID technology to help streamline the process and avoid the need to remember or reset Government Gateway details. Six main taxpayer profiles emerged from the variations in repayment journeys, linked to taxpayer knowledge and experience with finances and tax affairs, their trust in online services, digital confidence and their digital access. If these items are sent to Italy via IOSS, the overseas recipient may be charged VAT. If you dont have an account, you register, which I did. The correct marketplace IOSS number will then be allocated to your item by Royal Mail. Speak to us 6 days a week. Intl Bus Parcels Tracked Extra Comp, MTO (oscar) Then anywhere from several days to 3-4 weeks on top of that to receive your rebate. Principally, respondents from these 2 profiles would prefer a level of automation in the verification process, including facial recognition technology. We monitor HMRC response times on a weekly basis and will keep you informed of the status of your refund throughout the process. As an alternative to DDU and IOSS, we have developed a Delivered Duties Paid (DDP) service. I would feel a bit funny, its between me and HMRC, especially if its more money. The system automatically issued a payable order if a NETP was due a repayment. Request that RMs DDP product codes (MPR for Tracked and/or DE6 for Untracked) are added to your RM account. The tax rebate system's a little clunky in places, but RIFT's on-demand, 1-on-1 service means you'll never get lost or lose out. We aim to collect all the relevant information relating to your claim, get it organised and then submitted to HMRC within just 10 days of receiving your initial query. These participants suggested that the benefits of the Personal Tax Account could be made more salient to motivate passive participants to seek their repayment via BACS online, with the main benefits being perceived as the speed of the repayment and ability to control and update their address and bank account should they change. Less than 500g in weight. For items valued over 150, and for sales with any value to business customers, IOSS cannot be used so DDP is a solution that has a lower handling fee than DDU. Numerous calls to hmrc and natwest later, it turns out Hmrc have sent a cheque not to my branch but a customer service office in Leicester. While the most tax knowledgeable participants had experience of HMRC amending their tax code to manage an overpayment or underpayment in tax in the past, which they had no issue with, the idea was not appealing as an alternative to the repayment process being discussed. The EU's Import One Stop Shop (IOSS) can help you start, or continue, trading from GB into the EU. In Portugal this is known as the Nmero de Identificao Fiscal (NIF) - for individual people and the Nmero de Identificao de Pessoa Coletiva (NIPC) for companies. I just wanted it into my bank account. All you have to do this think about how to spend it! If you've paid too much tax, your P800 will explain what you have to do to get it back. For most kinds of refund, everything moves pretty quickly once HMRC have approved the amount. If they received their P800 by post, they were reassured by the official HMRC letterhead and the information about the reasons for repayment being recognisably specific to them. Specific feedback is presented below, and the solutions have been ordered by participant preference: Authorising payment through a banking app: For more digitally confident taxpayers, the idea of using their own banking app aligned with their current behaviour and comfort authorising payments for other services. It felt like I was going round in circles. (BACS Personal Tax Account, 45 to 64, Less than 100). The sort of documentation we may require will depend on the type of claim you are making, but can include receipts for work expenses/petrol, records of subscription payments and so on. Across the repayment groups and proposed solutions, participants had a desire for automation where possible, highlighted the importance of transparency, and strongly preferred a lump sum over a staggered payment. On average, it can take HMRC up to 12 weeks to process a tax refund claim. The specific research objectives were to: Understand the experience of the current repayments journey for different types of taxpayers, including barriers and pain points that prevent taxpayers from taking up the Personal Tax Account option to claim their repayment and that may drive unnecessary customer service contact, Explore taxpayer views about what a better repayments experience could look like, considering tactical solutions and whether these would address taxpayer needs, Understand how taxpayers respond to proposed transformational solutions, Understand how taxpayers want to be communicated with and supported in order to maximise positive engagement with potential new repayments processes and services. (a) What are taxpayers communication preferences, including form, content, frequency? (h) BACS payment requested via PTA including views about ease of access, usability and timeliness? The declaration must include a description of the contents and their value. Most taxpayers are waiting to receive a payable order, and some are making a BACS claim over the phone, which makes the current repayments costly for HMRC and results in a high level of telephone contact from taxpayers. They were also more likely to say that they would like to confirm their bank details on the phone with HMRC. We'll then take our fee and send the rest of the money straight to you. Participants generally were happy with the level of information included in the current version of the repayment notification, though suggested a few additions to the letter, including: a way to check that the letter is genuine, greater clarity about what the Personal Tax Account is, information about how long the Personal Tax Account set up should take and what documents are required, an alternative contact method for disabled taxpayers (see section 5.2 for more detail). Id be less likely to claim online if its a long or a hard process, if I had to fill out loads of information. The choice is yours. Mon-Thurs 08:30 - 20:30 Fri 08:30 - 18:00 and Sat 09:00 - 13:00. Proactive and capable withdrawers did not suggest any changes to the level of support they receive. Repayments are usually made within 30 days of HMRC getting your VAT Return. Don't give any personal information via email, don't follow any links and don't open any documents or other attachments you get. To mitigate this, this research included participants that did not contact HMRC to opt in or opt out of the research. To mitigate this, the research drew on stimulus materials to prompt recall, as well as journey mapping and cognitive interviewing techniques, to take participants back to the circumstances in which they made decisions. Participants wanted to feel in control of the repayment money, and to be given direct access to it, rather than to receive it in smaller amounts spread across the year. While there were multiple barriers to taxpayers reclaiming by BACS, the most important reasons for not doing so were: not receiving the repayment notification; difficulties logging in or signing up to the Personal Tax Account, low digital capability and fear of transacting online, inertia and attitudes towards overpaying tax and the repayments system. These participants described an opportunity barrier whereby they either did not have the correct identification required, had difficulty retrieving their Government Gateway details and password, or attempted to complete the process on their phone and later forgot to return to the process on a laptop or desktop. However, digital by default customers did suggest HMRC should provide more education around tax and the role of the customer in managing tax affairs. We'll keep you up to date every time the status of your claim changes and even give you an expected pay out date so you'll down when you're getting your cash. I did not have everything I needed to sign up or login. On reflection, participants were willing to confirm their bank details with HMRC and proposed that HMRC could suggest the bank details they thought were correct for the repayment recipient to confirm, for example by sharing the last 4 digits, avoiding the need to enter any bank details or log into a secure site. Please note:For Portugal any item valued over 150.00 (i.e. It may take anywhere up to 12 weeks for them to work through your claim and approve it, but then the payment should arrive between 3-5 workings days depending on whether you want to be paid via a bank transfer or via a cheque / payable order. Those with lower confidence and who did not feel confident or safe engaging online, specifically those with low online trust, digitally limited and members of the passive profiles, tended to want more communication and favoured a belt and braces approach: they wanted to receive an email and a letter for each stage along the journey. These are explored in detail below, along with barriers experienced by particular taxpayer groups. These participants did not expect repayments to be recurrent, either because the tax discrepancy had been caused by a one-off event such as retirement, or because they were in steady employment and paid by PAYE. For DDP there will be a 50p per item handling fee payable to Royal Mail alongside the VAT and duty we charge back to you. (a) What do taxpayers need in relation to the repayments process including information, timeliness, ease, choice, transparency, trust? Participants who had claimed online via the Personal Tax Account were confident about the authenticity of the letter as a result of several contextual cues. It will take only 2 minutes to fill in. If your company or organisation pays too much Corporation Tax, HM Revenue and Customs (HMRC) will repay what youve overpaid and may also pay you interest on it. For sales you make through your own checkout you can register for IOSS yourself. Check our calendar of key self-assessment dates and deadlinesand make sure you're not caught out. In general, participants who felt confident engaging online with HMRC, specifically members of the proactive, digital by default, capable withdrawers and certain passive profiles, were happy for subsequent communications from HMRC to be minimal. What happens next depends on your situation. The preference for improved automation was associated with a desire for reduced communication, with these customer groups highlighting their desire to be informed of what they perceived to be the necessary stages of the repayments process: notification of repayment, reason for repayment and the date the repayment is to be expected in their accounts. Alternatively, you can register for and pay VAT in each member state you are selling goods to. This section provides a summary of key characteristics of each profile identified in this research and the subsequent sections explore in detail the behavioural barriers and facilitators for each profile, as well as different participant suggestions for improving the repayments process. Some participants did not receive a repayment notification, and either: received a payable order (which was the first time they discovered they were due a repayment) or, proactively contacted HMRC to self-claim in year. AURA from Hurricane), Register for IOSS,via an EU intermediary, in one EU country to get an IOSS number, Provide IOSS number and customs data to RM in pre-advice, Account for VAT and complete monthly returns, They take care of VAT obligations (for B2C items up to 150). To address this issue HMRC has created a Gform that will enable NETPs to send their bank account information in order that the issue of a payable order can be avoided and a Clearing House Automated Payment System (CHAPS) payment made instead. Sale of goods). We'll let you know by phone and text when the cash is on its way. The service will allow the UK merchant to calculate and collect from their customer at the checkout an additional amount that will cover the cost of import VAT and customs duty alongside the DDP handling fee. Either way, it's a great feeling to claim your money back from the taxman! This research was conducted in partnership with HMRCs Behavioural Insight team to conduct a behavioural diagnosis of the current repayment journey, namely why only a minority of taxpayers request repayment via BACS through their Personal Tax Account, and consider possible behaviourally informed changes to communications and the repayment process. We are not experts on forms, they use a lot of jargon the P53, it will go to SPAR team, I dont know what those things mean. The more changes to the tax code system, the greater risk of something going wrong.
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