1) Click PRINT NEW / REISSUED CHECKS from the Customer Center menu.

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1 Instant-Issue Checks PRINTING YOUR CHECKS We will release checks to your location for printing. There are a number of ways to determine whether you have checks available for printing: You can set up your account so that you are automatically ed or text-messaged whenever new checks are available for printing. You can go to our website or open your Refund Advantage software. If checks are available for printing, the number of available checks will appear in the grey login box in the center, right-hand portion of If you are already logged into the Customer Center, you can click PRINT NEW / REISSUED CHECKS to see whether checks are currently available. You can use the RA MOBILE application on your iphone or Android device to determine if you have checks available to print. Using our mobile phone app, select the ALERTS tab after logging in through your device. Here, you can obtain a real-time view of the number of checks currently available for printing. We do not charge for this service, but your carrier s standard data rates may apply. Preparing for Tax Season Unlike other refund product providers, we provide you with the ability to add language to the stub attached to your checks. You can add up to three lines of text to each check. You might choose to advertise a new service, thank your customers, or provide information on how or where to cash the taxpayer check. Prior to the start of tax season, we will send you blank check stock for printing the taxpayer checks. You must keep this check stock in a secure location. Step-by-Step Instructions for Printing Checks 1) Click PRINT NEW / REISSUED CHECKS from the Customer Center menu. 2) Once you have printed your test check successfully you are ready to print checks. Click Continue. 3) Refund Advantage allows you to print to any printer available at your workstation. Your default printer will be first on the list. Choose which printer you want to use, then choose the order in which you would like your checks to print. Click Continue. 4) You will be presented with a list of checks available for printing. To select a particular check for printing, click the checkbox next to that check. To select all checks for printing, click Select All. 5) Enter the starting check number that matches the pre-printed check number that will feed first in your printer as you begin printing. If you have printed checks previously, the next available check number will automatically appear in this box. You must verify that this number is correct before you click Print Checks, as this number will become the Reported Number shown in the Check Number Control Box of the printed check.! Your blank check stock will feed from your printer paper tray either from the top or bottom, depending on your printer. The check printing software will assume that your checks will feed in ascending order, resulting in the lowest check number being assigned to the first check that you selected for printing. If this is not the case, you can change the CHECK FEED ORDER to DESCENDING. You can permanently change the default choice for check feed order under MY OPTIONS in the Customer Center menu. For more detailed information on this topic, click HELP. O User Guide - RT - O /18 Page 23

2 6) Click Print Checks when you are ready to start printing, and your checks will then be sent to your printer. 7) MOST IMPORTANT: After your checks have printed, examine each one. For each check, you must: a. Make certain that the check number you entered prior to printing matches the actual check number preprinted on the check stock. To do this, look at the CHECK NUMBER CONTROL BOX at the top, right-hand corner of the printed page. The control box contains two numbers: 1) The actual preprinted check number; and, 2) The number identified by you as belonging to this taxpayer, based on the starting check number you previously entered.! If the numbers in the Control Box are different, this check must be reprinted, as explained below. It is very important that the proper check number be identified with each check. Failure to do this may delay or prevent the cashing or clearing of your checks, resulting in unhappy taxpayers. b. Make certain that the check printed properly (i.e., it was not torn in the printer or otherwise mutilated). If this check did not properly print, you must reprint this check, as explained below. REPRINTING A PREVIOUSLY PRINTED CHECK If you reprint a check for any reason, the original check will be voided in our system. You must write VOID across the face of the actual check (not the check stub) and enter this check sequence in your check control log as a voided check. The actual check is only the bottom one-third portion of the page. You should write void across the bottom one-third portion only, as shown in the CORRECT diagram below. CORRECT INCORRECT John smith dfks sdkfjsf fdkdk s d main st Lou ky 4034 Tax Prep Fee Middlf ksdjsk ffdkj kjf dkj s kdsfj Skldjsdlfkj sdlfkjsdlfkjsd JOHN sdfkjsdfkjsdf Slfdajslfj asldfjkasklfj Asldfkjalfk Aaslfdkjasfkljas laksfjaklsfjklfjaklfd j sdfdhfkj Laskfjalksfjkl alsjdl ajskflajsdlfkasjdfklj John smith dfks sdkfjsf fdkdk s d main st Lou ky 4034 Tax Prep Fee V O Middlf ksdjsk ffdkj kjf dkj s kdsfj Skldjsdlfkj sdlfkjsdlfkjsd JOHN sdfkjsdfkjsdf Slfdajslfj asldfjkasklfj Asldfkjalfk Aaslfdkjasfkljas laksfjaklsfjklfjaklfd j sdfdhfkj Laskfjalksfjkl alsjdl ajskflajsdlfkasjdfklj Write VOID across the BOTTOM one-third of the page. YDF sdfkljsdflsjd TOTK sdflksjdflksjdf %343lk42 Slfjslkfjsdfklsjd Aslfjkalskfja lfaksjdf lafjk VOID YDF sdfkljsdflsjd TOTK sdflksjdflksjdf Slfjslkfjsdfklsjd I D %343lk42 Aslfjkalskfja lfaksjdf lafjk You must retain the voided print copy in your records. DO NOT SHRED IT. At a later date, the misprinted check may be needed to account for your use of the check stock. If the reprint is due to either reason listed in Step 7 of the section above (incorrect check number assigned or check did not print properly), the procedure depends on the length of time since the check was originally printed: If you are still in the same PRINT NEW / REISSUED CHECKS session as the original check printing Repeat steps 4 through 7 for that taxpayer. O User Guide - RT - O /18 Page 24

3 If you have exited the printing session, but it s still within 24 hours of the first printing the check Choose the REPRINT A CHECK function in the Customer Center and follow the prompts that will appear on the screen. This is subject to a limit of 3 reprints per check; if you need additional printing attempts, use the following procedure for situations covering more than 24 hours. If more than 24 hours has elapsed since you initially printed the check Complete a Check Reissue Form, which is available under FORMS AND MATERIALS in the Customer Center. On the form, you will find instructions on how to complete and send the form. Once we have received the completed form, we will reissue the check and make the check available for you to print again. The Check Reissue Form is also designed to accommodate a host of other situations that may result in a new check printing: Check is expired Our checks have a pre-printed expiration date (60 days after date of issuance, but no later than December 20, 2018). If the taxpayer failed to cash the check within that period, they should bring the original check back to you for replacement. Check was lost by the ERO Use this if you accidentally destroyed the printed check or lost it within the office before it could be distributed to the taxpayer. By signing the Check Reissue Form, the ERO takes financial responsibility if that original check is ever presented to us for payment. (NOTE: If the check was lost by the taxpayer, a different procedure is used. Check was previously verified We can only issue one verification per check. In some cases, this one verification may be used improperly (e.g., the taxpayer may decide not to use a check casher after the check was verified, or the taxpayer verifies their own check). The taxpayer can return the check to you and exchange it for a newly printed check, which can then be presented to a check casher for proper verification. Fees need to be updated Use this in cases where a check was printed but the fees were incorrectly reported to us. If the original check has not been cashed, that check can be voided and another check issued for the corrected amount of the taxpayer s net refund proceeds. This requires that the taxpayer sign a new RT application showing the corrected fees. Product type needs to be changed - Use this in cases where a check was printed but the disbursement method was incorrectly reported to us. If the original check has not been cashed, the disbursement may be changed to ACH direct deposit or prepaid card. This requires that the taxpayer sign a new RT application showing the corrected disbursement information. The future disbursement needs to be changed - Use this in cases where the taxpayer needs to change the reported disbursement method before a second disbursement (e.g., state refund received after a federal refund) is received and processed. The disbursement may be changed from any one of the disbursement methods (check, ACH direct deposit, or prepaid card) to either of the other two methods. This requires that the taxpayer sign a new RT application showing the corrected disbursement information. The name/address need to be changed - Use in cases where a check was printed and you then find that the taxpayer s name or address was incorrectly reported to us. This may occur due to a taxpayer s name change, residence change, or from an input error during tax preparation. We require that the taxpayer provide us with a copy of an unexpired, government-issued picture ID showing the correct name to be used on the new check. For an address change, the ID must match the new address or a proof of residence must be provided (e.g., bank statement or utility bill). For any situation in this list, complete the Check Reissue Form as instructed and send it to our Customer Support group.! Please check to make sure that you give the taxpayer the final check printed. If you give the taxpayer an earlier printing, you are handing them a VOIDED check. If a check casher attempts to verify one of those voided checks, we will be unable to issue a verification code. We will instruct the taxpayer to return to your office for the proper check. O User Guide - RT - O /18 Page 25

4 DISTRIBUTING A CHECK TO A TAXPAYER When a check is printed at your location, you should notify the taxpayer that a check is available for them to pick up. Please note that when a taxpayer arrives to pick up a check, the taxpayer must sign where indicated on the top portion of the check form (called the Check Disbursement Receipt) to confirm that they have picked up the check. When a taxpayer arrives to pick up a check, you must perform the following steps: 1) Verify the ID of the person receiving the check to make certain you hand the check to the proper taxpayer. Do not give the check to anyone other than the proper recipient. Do not mail the printed check to the taxpayer. 2) Instruct the taxpayer that they should properly care for the check. The process for lost or stolen checks may take months with no guarantee that funds can be replaced. 3) Have the taxpayer sign and date the Check Disbursement Receipt that is attached to the check. You should then initial the employee initial line next to the taxpayer s signature. 4) Separate the signed Check Disbursement Receipt from the actual check and check stub. The printed check form is divided into three portions. Give the taxpayer the bottom two portions (the check and the check stub) and retain the top portion (the Check Disbursement Receipt) by tearing along the uppermost perforation line. You must maintain the Check Disbursement Receipt in your files. The signature on this receipt is your proof that the taxpayer received this check and the attached check stub. 5) You will notice that the printed check contains a toll-free number through which checks can be verified by a check casher. For enhanced security, each check can be verified only once. You should instruct the taxpayer not to call this number. Likewise, your office must not call this number to see whether a check is verified. Once a check is printed, that check is immediately available for verification by the institution cashing the check either through the toll-free number or our check-verification website. In order to provide for proper check security, checks will expire 60 days after the date the check is printed. If a taxpayer has not cashed a check within that 60-day time period, please call us for assistance. CHECK CASHING ARRANGEMENTS Walmart provides check-cashing services for our checks issued to your clients. Walmart charges a $3 fee to cash checks of $1,000 or less, and $6 to cash checks between $1,000 and $7,500. Because of state restrictions, Walmart does not cash checks in NY, NJ, or RI. State statute in Florida sets a $2,000 limit on check cashing. Our checks may also be cashed at 7-Eleven stores equipped with the Vcom check-cashing kiosk. This kiosk is a fully automated check-cashing machine with touch-screen technology in English and Spanish. Vcom is available at over 2,100 locations nationwide and is available 24 hours a day. Visit to find the 7-Eleven Vcom location closest to you. Additionally, our checks can also be cashed at participating locations for the merchants listed below: Walmart Cashes Checks up to $7500. Walmart charges a fee of $3 per check up to $1,000. Walmart charges a fee of $6 per check from $1,001 - $7,500. Because of state restrictions, Walmart does not cash checks in NY, NJ, or RI. State statute in Florida sets a $2,000 limit. O User Guide - RT - O /18 Page 26

5 Other Cooperating Check-Cashing Centers 7 Eleven Albertsons, SuperValu, Shaw s ($1500 max.) Carrs Country Mart Genuardi s H.E.B. Homeland K-Mart Pavilions Piggly Wiggly Randalls Safeway Speedway Tom Thumb United Supermarkets Vons To find a participating bank or merchant location near you, choose FORMS AND MATERIALS from the Customer Center, and then choose the link Check Cashing Retail Locations. In order to further assist taxpayers in cashing our checks at other banks, Ohio Valley Bank has provided a Good Funds Check Cashing Letter. This letter may be found in the Customer Center under FORMS AND MATERIALS. We recommend that, prior to the start of tax season, you take this letter to local financial institutions to familiarize them with the program. We suggest that you start by visiting the bank that you currently use for your own accounts. In addition, we are happy to talk to your local bank to alleviate their concerns. If a bank does not accept the Good Funds Check Cashing Letter, you may be successful in negotiating an arrangement with a local bank to cash your checks in exchange for a small fee. In these cases, a bank may typically charge the taxpayer a fee of $5.00. Or, you may wish to negotiate an arrangement with a local check casher to reduce their fee in exchange for you referring all of your clients to them. If you have a special arrangement, you should consider including instructions on the taxpayer s check stub explaining the check cashing process. In negotiating these arrangements, it is important to explain to the check-cashing institutions that the IRS cycles may result in a large amount of checks on the same day, so the bank or check casher can anticipate their need for cash. Before making any arrangement with a check casher, please make sure any arrangements you may make are in compliance with your local laws. A check-cashing institution can contact us to verify that one of our checks is properly authorized for payment in the amount indicated. We provide check verification through the toll-free number listed on the check (automated service and live agents available) or through our website. Please note that each check can be verified only once. The check-cashing institution must still exercise normal care in cashing the checks. This includes, but is not limited to, determining that the check: does not have obvious signs of tampering is properly endorsed by the person to whom the check is made payable (or both parties, if the check is payable to a married couple) is being cashed by the actual payee who has been properly identified by examination of appropriate documents. O User Guide - RT - O /18 Page 27

6 CHECK STORAGE AND SECURITY There are security requirements that you are required to have in place to protect the check stock that has been issued to you. Following are some check-related items that should be observed: Printed checks and check stock must be stored in a secure area under lock and key just as you would store cash or personal checks. Access should be allowed to authorized personnel only. Check sequence ranges are tracked for each location. You should not transfer check stock between your physical locations without first obtaining permission by calling Refund Advantage Customer Support. If you run low on check stock, you can request additional checks by clicking ORDER SUPPLIES in the Customer Center or by contacting Customer Support. Please allow 1 to 2 weeks for delivery. A voided and damaged check log must be maintained on a daily basis by the ERO. A sample voided and damaged check log is available by clicking FORMS AND MATERIALS in the Customer Center. Entries are required each time check stock is damaged, destroyed, voided, or is discovered to be missing. During or after the tax season, our Compliance Department may ask you to send us the check log. If you discover that a check is missing or has been misused, you must notify Refund Advantage Customer Support immediately. The ERO has direct financial responsibility for check stock that is improperly used. Check misuse can also result in the ERO being terminated from the Refund Advantage program. At the conclusion of the tax season, unused check stock must be disposed of in a secure manner such as shredding (or returned to Refund Advantage, if so instructed). HANDLING LOST OR STOLEN CHECKS If a taxpayer reports to you that one of our checks was lost or stolen, you should perform some basic research through your records to verify as many facts as possible. You may be able to easily solve some of these situations such as claims that erroneously result from the taxpayer s confusion. If it appears that the taxpayer s claim is valid, contact Customer Support to report that the check has been lost or stolen. To aid in the process, we recommend that both you and the taxpayer participate in this call. Customer Support can tell you whether the check has cleared through our bank as of that time. The clearing status establishes whether or not we are still in possession of the taxpayer s funds. That status is key to determining the next steps that you should take: For checks that HAVE NOT cleared our bank account: 1) The ERO should complete an Indemnification Bond. (The Indemnification Bond form is available on the Customer Center under FORMS AND MATERIALS.) 2) The taxpayer (and spouse, if filing a joint return) must complete and sign the bottom portion of the Indemnification Bond. If the EFIN owner is available, they must act as a witness and sign where indicated. If the EFIN owner is not available, a Notary Public must be used. 3) The ERO should fax the completed Indemnification Bond form and the required supporting documents to Refund Advantage at (877) This information may be securely uploaded through Upload Documents in the Customer Center or attached via to support@refundadvantage.com. 4) Refund Advantage will stop payment on the original check. After allowing for sufficient time to verify that the original check has still not entered the banking system, we will issue a replacement check to the ERO for printing. Please note that it may take up to 30 days for this process to be completed once we receive all documentation. O User Guide - RT - O /18 Page 28

7 For checks that HAVE cleared our bank account: If a lost or stolen check has cleared through our bank, ask to speak to our Financial Intelligence Unit (FIU). O User Guide - RT - O /18 Page 29