RECOMMENDATION 01135-001
RECOMMENDATION TEXT:
Recommendation: Enable international taxpayers to use a dummy zip code of “00000 – 0000”, or provide the ability to put in alphanumeric digits in excess of nine digits and without the five – four digit format for zip codes. Justification: Many international zip or postal codes do not have 5 digits. There may be more or less, and they may include alphanumeric digits. Additionally, some countries do not use postal or zip codes. The ability to enter accurate postal or zip codes allows an international taxpayer to move forward with the phone prompts and toward resolution of their issue.
IRS Action: Partially adopted
The IRS is currently exploring options for the WMAR application to enable authentication for international taxpayers using alternative methods. While a timeline for this solution is not yet available, the IRS will soon deploy a live chat feature specifically for individual international taxpayers to assist with amended return status inquiries and transcript requests.
RECOMMENDATION 01135-002
RECOMMENDATION TEXT:
Recommendation: Give international taxpayers additional phone prompts or questions to verify their identity such as (1) Your social security or individual taxpayer ID number (ITIN), (2) Your filing status, (3) The exact refund amount on your return.” Justification: Questions asked to verify taxpayer identity should be consistent across platforms so that taxpayers know what to expect, and that there are no barriers to effective customer service or voluntary compliance.