Turnaround
- Standard: 5 business days per complete return file.
- Peak season: 8 business days for complete files received between March 15 and April 15, and between September 15 and October 15.
When the clock starts — and pauses
The clock starts when a file is complete on the platform: everything reasonably needed to prepare the return is there. It pauses while a written query to your firm is unanswered, and restarts when the answer arrives. Files with missing documents don’t start the clock at all — we flag what’s missing instead.
What “delivered” means
A file is delivered when the prepared return and workpapers are on the platform for your firm’s review. Review points your firm raises are incorporated as part of the same file; iterations for new client documents follow the engagement terms.
Escalation
Every engagement has a named escalation contact on each side. If a file passes its service level, raise it with your engagement lead first; unresolved delays go to the escalation contacts, who respond within one business day.
Volume commitments
Firms that reserve a season volume in writing can contract shorter turnarounds and a named reviewer. The specifics live in the fee schedule of the signed agreement — see Firm Engagement Terms.