Participants who had successfully claimed via their Personal Tax Account previously (and had not experienced any issues), were happy to do so again, and participants who had been told about the option to claim online (by a colleague or family member) were likely to use a Personal Tax Account to claim. The recipient may have to pay import VAT (and customs duties, if payable) and a handling fee in the receiving country. 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. Disclaimer: The views in this report are the authors own and do not necessarily reflect those of HMRC. If they can't do that, they'll let you know what you have to do to settle up. As a result, HMRC commissioned research to collect taxpayer feedback to inform these aims. I avoid going to the branch as much as I possibly can, I dont like queuing and I find the instantaneous transactionsfar more satisfactory, (BACS Personal Tax Account, 60+, Under 100). Participants who had experienced any issues in their repayment journey, and especially those who had called HMRC or felt confused about the reason for repayment, were more likely to feel it was important for taxpayers to have a record of the information, to be able to track the repayment in case of delay. We use some essential cookies to make this website work. If this happens it could result in your customers being charged VAT additionally on delivery along with a small handling fee. If your DDP item cannot be delivered or the recipient returns the item to the seller, it will be returned tracked right back to your local delivery office. It also provides a Prohibited & Restricted Goods check, Denied Parties check & HS code look-up all in one API call. If the taxman realises that you've paid the wrong tax, he'll send you a P800 tax calculation to tell you. It's much more cost-effective to make payments electronically but when that's not. 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. (a) How do taxpayers respond to proposed transformational solutions and how would these address taxpayer needs? HMRC will try and pay out refunds using a payable order within 5 weeks, but it can often take a lot longer depending on their caseload and the complexity of your claim. Or you might want to consider our assisted solutions from Taxamo. As they expected the reclaim process via Personal Tax Account to be relatively straight forward, they did not see much need for additional points of confirmation. (j) Was the repayment via payable order/cheque? Participants with low online trust and passive customers with low digital confidence wanted reassurance that the repayment notification was genuine, as they were being asked to enter personal details online. 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.

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