Payer Responsibilities & Support Ownership
Describes the types of questions handled by Wingspan support, and what will be escalated to your team.
Overview
| Wingspan’s support responsibilities | Payer’s support responsibilities |
|---|---|
| • Authenticated users: Wingspan assists contractors who already have a Wingspan account. • Technical and platform support: Help with account access, troubleshooting, and navigation. • General 1099 information: Guidance on accessing tax documents inside the Wingspan portal. | • Business-specific queries: Your team explains internal policies, payments, and workflow expectations. • Unauthenticated users: You help contractors who have not yet activated or verified their Wingspan account. • Tax form corrections and adjustments: You own the review and submission of corrections to issued 1099 forms. |
Definitions
- Authenticated user: A contractor who has created a Wingspan account and can log in to the Wingspan portal.
- Unauthenticated user: A contractor who has not created a Wingspan account or cannot access their account.
- Contractor: An individual or entity set to receive payments from payers via Wingspan. In the 1099 filing context, these are individuals or entities set to receive a 1099 form (1099-NEC or 1099-MISC Box 6) from the payer via Wingspan.
Wingspan's Support Responsibilities
1. Account Access and Technical Assistance
| Issue | Assistance provided | Example questions |
|---|---|---|
| Account creation and login issues | Help with account signup, password resets, 2FA troubleshooting, and resolving technical issues in the Wingspan portal. | “I’m having trouble logging into my Wingspan account; can you assist?” “How do I reset my 2FA settings?” |
| Email and notification support | Resend invitations and ensure contractors receive required communications (e.g., checking spam folders). | “I didn’t receive an invitation email; can you resend it?” “How do I make sure I receive emails from Wingspan?” |
2. Updating Personal and Tax Information
| Issue | Assistance provided | Example questions |
|---|---|---|
| Profile and W-9 information updates | Guide contractors through updating personal details (name, address, contact information) and submitting digital W-9s. | “How do I update my mailing address in Wingspan?” “Where can I submit or edit my W-9 information?” |
3. Accessing 1099 Forms
| Issue | Assistance provided | Example questions |
|---|---|---|
| Downloading and viewing tax forms | Provide instructions for locating and downloading 1099 forms within Wingspan. | “How do I download my 1099 from Wingspan?” “I need help accessing my tax form online.” |
| Electronic delivery preferences | Help contractors update delivery preferences for electronic or mailed forms. | “How can I change my delivery preference to receive my 1099 electronically?” “I prefer a paper copy; how do I update my settings?” |
4. General 1099 Information
| Issue | Assistance provided | Example questions |
|---|---|---|
| Educational support | Explain what a 1099 form is, why it matters, and key filing dates. | “What is a 1099 form used for?” “When will my 1099 form be available?” |
5. Form Corrections Guidance
| Issue | Assistance provided | Example questions |
|---|---|---|
| Requesting corrections | Walk contractors through submitting correction requests and outline timelines. | “There’s an error on my 1099; how do I request a correction?” “How long does it take to process a correction request?” |
6. Security and Data Protection
| Issue | Assistance provided | Example questions |
|---|---|---|
| Privacy and data security inquiries | Address concerns about storing personal information in Wingspan and explain compliance safeguards. | “Is it safe to provide my Social Security Number on Wingspan?” “How does Wingspan protect my personal data?” |
Payer's Support Responsibilities
1. Contractor Verification and Account Assistance
| Issue | Assistance provided | Example questions |
|---|---|---|
| Identity verification issues | Help contractors who cannot verify their identity and confirm personal details on file. | “I’m unable to verify my identity on Wingspan; can you help?” “My information doesn’t match; what should I do?” |
| Email invitation and contact updates | Update contractor contact details in your records and resend invitations as needed. | “I didn’t receive a Wingspan invitation; can you check my email?” “Can you update my email address on file?” |
2. Payment and Tax Form Inquiries
| Issue | Assistance provided | Example questions |
|---|---|---|
| Payment details and discrepancies | Provide payment breakdowns and resolve differences between expected and reported earnings. | “Why does my 1099 reflect a different amount than I expected?” “Can you provide a breakdown of the payments on my tax form?” |
| Non-issuance of 1099 | Explain eligibility (e.g., earnings below $600 or exempt classifications) and confirm records. | “I didn’t receive a 1099; should I have gotten one?” “Why wasn’t I issued a tax form this year?” |
3. Form Corrections and Reissuance
| Issue | Assistance provided | Example questions |
|---|---|---|
| Processing corrections | Review, approve, and initiate corrections submitted by contractors. | “I submitted a correction request; what’s the status?” “Can you correct the error on my tax form?” |
| Reissuing or resending tax forms | Provide prior-year forms and resend documents to updated addresses or via alternate delivery methods. | “Can you resend my 1099 to my new address?” “I need a copy of last year’s tax form; can you provide it?” |
4. Tax Advice and Deductions
| Issue | Assistance provided | Example questions |
|---|---|---|
| Guidance on tax matters | Offer organization-specific guidance on deductions, obligations, and reporting expectations. | “Can I deduct expenses related to the work I did for you?” “What tax obligations do I have based on our contract?” |
5. Additional Support Areas
| Issue | Assistance provided | Example questions |
|---|---|---|
| Unauthenticated user assistance | Support contractors who opt out of Wingspan or cannot authenticate, and provide alternative delivery methods. | “I prefer not to use Wingspan; how else can I get my 1099?” “Can you mail me a physical copy of my tax form?” |
| Relocation and state tax queries | Explain how relocations impact reporting and share relevant state-specific guidance. | “I moved this year; how does that impact my tax form?” “Do I need separate forms for different states?” |
| Providing last four digits of TIN | Securely share partial TIN information to help contractors verify their account. | “I don’t recall my TIN; can you provide the last four digits?” “I need my TIN to verify my account; can you help?” |
Collaboration Between Wingspan and Payer Support
- Escalation Process:
- For complex issues requiring both Wingspan and Payer involvement, establish a clear escalation path.
- Share necessary information securely to resolve contractor inquiries efficiently.
Security and Privacy Protocols
- Sensitive Information Handling:
- Do not share full TINs, Social Security Numbers, or other sensitive data via email or unsecured channels.
- Follow all applicable data protection laws (e.g., GDPR, CCPA) when handling contractor information.
Multilingual Support
- Wingspan Support Language:
- Support is primarily available in English.
- For contractors requiring assistance in other languages, Payers may need to provide additional support.
Limitations
- Form Distribution:
- Wingspan cannot send 1099 PDFs via email; contractors must access forms through the portal or request a mailed copy.
- Wingspan supports authenticated users; assistance for unauthenticated users is the Payer's responsibility.
FAQs regarding contractor support
Q: What defines an authenticated user?A: An authenticated user is a contractor who has successfully created a Wingspan account and can access the Wingspan portal using their credentials.
Q: How should we assist contractors who cannot authenticate or access their Wingspan account?A: Verify the contractor's information on file for accuracy (e.g., name, email, TIN). Provide them with the correct details to help them authenticate or update your records if necessary.
Q: Who is responsible for correcting errors on issued 1099 forms?A: The Payer is responsible for reviewing and processing correction requests submitted by contractors. Wingspan facilitates the correction process within the platform but cannot make changes without Payer approval.
Q: What technical issues can Wingspan support assist with?A: Wingspan support can help with account access issues, platform navigation, technical errors encountered on the Wingspan website, and guidance on using Wingspan features.
Q: What happens if a contractor refuses to use Wingspan?A: The Payer is responsible for providing an alternative method for the contractor to receive their 1099 form, such as mailing a physical copy.
Updated 15 days ago