Consistent Guidance Could Improve Delivery of Payments and Returns Intended for IRS Lockbox Sites

The Director, Submission Processing, should lead a review that includes the Directors of Accounts Management, Field Assistance, Media and Publications, and Online Services to add cautionary language to the appropriate forms and publications instructing taxpayers not to use a third-party carrier when paying a balance due that is addressed to a P.O. Box address (Lockbox).

The Director, Submission Processing, should lead a review that includes the Directors of Accounts Management, Field Assistance, Media and Publications, and Online Services to add cautionary language to the appropriate IRS.gov web pages instructing taxpayers not to use a third-party carrier when paying a balance due for third-party payer processor that is addressed to a P.O. Box address (Lockbox).

The Director, Submission Processing, should coordinate with FMSS to create a guide for shared mailrooms not staffed with full-time IRS personnel or contracted staff. The guide should clearly document the time within which taxpayers’ checks and related documents must be routed to the appropriate Submission Processing Center.

The Director, Submission Processing, should coordinate with other Taxpayer Service functions, such as Field Assistance, Accounts Management, and FMSS to include a requirement to identify on Form 3210 any forms received with misrouted remittances.

The Director, Submission Processing, should coordinate with Field Assistance, Accounts Management, and FMSS to create an annual MOU, agree on appropriate staffing, and clearly establish roles and responsibilities when 1) misrouted mail is received and 2) misrouted mail is to be sent to a local TAC for processing rather than a specific Submission Processing Center.