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Level 3

Solved

Request a refund link doesn't seem to work?

Forum|Forum|5 years ago
January 27, 2021
6 replies
39 views

I'm trying to request a refund for my TT purchase, that was made thru Costco. I talked to a rep yesterday and she sent me this link:

https://ttlc.intuit.com/community/tax-topics/help/how-do-i-request-a-refund-for-my-turbotax-product/00/964034

I'm able to fill in that form and upload my receipt, but then there's no sort of "submit" button or anything to show that the request went through to anywhere? It also says when I go back to that page again, that you can check the status of your request, so I clicked on that and it asks for a case number, which I never got, probably because all I was able to enter on this form was the code, retailer and purchase date, with no associated contact info like an email that I could then receive a case number? I tried a different browser and it did the same thing there, I fill out all the info and then there's no way to proceed with submitting the request or getting to a next screen where I'd enter something like my email. Can anyone help me figure out how to make this form work?

TurboTax Self Employed Online

Best answer by AshleyA129063

I'm assuming that the two people who tried to help out with this are connected to TT somehow? If so, is there some way that you can let someone at TT know that the link to request a refund DOESN'T work!! As I mentioned, there literally is no sort of "submit" button on this page. I did talk with a specialist today and she tried to direct me to the same page and I explained that I'd tried that page umpteen different ways with no success. So I asked her to try it herself and she was surprised to find the same result- she could fill in what she bought, where she bought it, when she bought it and license code, the four required items and then she uploaded the receipt, but she had the same result- NO WAY TO SUBMIT THIS!! It's very frustrating that this is the page people are being directed to, as I see this same response in other questions people have posted, but a basic page like this doesn't have the functionality for someone to request the refund?? She wondered if it didn't work if you purchased it from somewhere other than TT itself, but that sure isn't the impression this form gives... And if that is the case, then the form shouldn't allow you to select Costco (or amazon or others) as an option.

Here's a few things that you can try to see if you're able to get the Send button to populate: First, I'd recommend logging out of TurboTax, clearing your cache and cookies and logging back to attempt it. If you still don't see it, be sure to keep scrolling down, filling out the information requesting your refund details, contact details and your mailing address. See the attached screenshot for where the send button should be located.

MichelleLO

Level 15

You may want to try clearing out your browser's cache and delete the cookies stored on your computer. A full or corrupted cache can keep TurboTax forms from functioning properly.
Please see the following TurboTax FAQs to assist with this:
• How to clear your cache
• How do I delete cookies?
If you continue to have issues please see the link below to reach back out to one of our TurboTax representatives for further assistance:

What is the TurboTax phone number?

**Say "Thanks" by clicking the thumb icon in a post. **Mark the post that answers your question by clicking on "Mark as Best Answer"

angboyAuthor

Level 3

Hi Michelle. I did try this and even tried it in a different browser and on my phone, and it's still the same. But it seems like part of the problem is that there just doesn't seem to be any sort of submit button and the form. Even if I actually complete all of the fields below, nothing ever shows up as a way to hit submit.

I tried to add a screenshot but it won't let me, but literally there's a place to fill in your product info, like date of purchase, and a place to upload an image of the receipt, which I did, but then below that there's nothing more you can do?

TerukoL

Level 13

Since you are continuing to have problems with the refund link, please contact our TurboTax customer support.

**Say "Thanks" by clicking the thumb icon in a post. **Mark the post that answers your question by clicking on "Mark as Best Answer"

catdon

Level 2

To scroll down in the return box, use the wheel on your mouse. There is no scroll bar but you can scroll within the box using the wheel.

coskun12

Level 4

I found the solution!

Make sure you click on 'Select All' right next to Select item(s) to be refunded which is under the charged amounts!

Here is a screenshot:

donandaud

Level 2

my refund request will not go through. who can I call to talk to a real person?

DoninGA

Level 15

@donandaud wrote:

my refund request will not go through. who can I call to talk to a real person?

You need to contact TurboTax support for any billing issue

Use this website to contact TurboTax support during business hours - https://support.turbotax.intuit.com/contact/

Or -

Support can also be reached by messaging them on these pages https://www.facebook.com/turbotax/ and https://twitter.com/TeamTurboTax

Or -

Use this phone number and select TurboTax - 1-800-4-INTUIT (1-800-446-8848)

Jusmedotti2000

Level 2

I have exactly the same issues, I have tried several times plus talk with several; people working for this company.

Has anyone request a report to the BB or a lawyer?

DoninGA

Level 15

@Jusmedotti2000 You are posting on a thread that has not have had any activity in 5 years.

You will need to contact TurboTax support for the problem. Use the key words Billing Issue

Use this phone number and select TurboTax - 1-800-4-INTUIT (1-800-446-8848)

Support is open from 5am to 5pm, Monday thru Friday, Pacific time

Jusmedotti2000

Level 2

I have used the phone number several times and spoke with an agent. Same results, Refund form states they can't find the charge, they can't recognize the refund request, they don't know the case number or don't recognize it. or it is closed,

carlhmcdowell

Level 2

I clicked the "Tab" button after inserting info in the visible fields in order to move through the form and reveal the remaing fields to enter info and ultimately to click the submit button. Thanks

user17746114218

Level 2

Hello, I’m following up on my refund request for Case #[phone number removed].

The request has shown Open for quite a while with no update.

I am requesting a refund of CA$280.00 because I was unable to reasonably use/support the product from Thailand, and the support/contact workflow appeared to require a Canadian phone number, which I do not have access to for this purpose. I also did not use the software/service and sourced another solution.

Please review and either:

approve the refund, or
escalate this case to a supervisor/refund specialist, or
provide a clear timeline for resolution.

Please reply by email only

Thank you.

mesquitebean

Level 15

@ user17745995259

If you've been checking the status of a refund request, have you been using a USA TurboTax form or Canada TurboTax form? You are posting in a USA TurboTax user community forum--not a direct route to TurboTax Support, and not a route to Canada TurboTax Support. Sorry that no one can help you with your refund request here in the USA forum. If you have an issue with a refund for a Canadian TurboTax product, here is the link to Canadian TurboTax Support:

Here's the Canada TurboTax Community forum:

https://turbotax.community.intuit.ca/community/turbotax-support/help/03/en-ca

Here's more info on contacting Canada TurboTax Support, including the Canadian community forum and how to reach a support agent by messaging on social media at Facebook/X/Instagram.

https://turbotax.community.intuit.ca/turbotax-support/en-ca/help-article/tax-return/contact-us/L1h8P3E0x_CA_en_CA