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 with successfully created Wingspan accounts. Technical and Platform Support: Wingspan provides support for issues related to account access, platform usage, and general guidance within the Wingspan system. General 1099-NEC Information: Wingspan provides basic education about 1099-NEC forms and guiding contractors on accessing their tax documents through the Wingspan portal. | Business-Specific Queries: Payers handle questions unique to your business practices, payment details, and policies. Unauthenticated Users: Payers assist contractors who have not created a Wingspan account or are unable to access their account due to verification issues. Tax Form Corrections and Adjustments: Payers manage requests for corrections or changes to issued 1099-NEC forms |
Definitions
- Authenticated User: A contractor who has created a Wingspan account and can login 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-NEC form 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 Wingspan account signup. Troubleshooting login problems (e.g. password resets and two-factor authentication (2FA) issues). Resolving technical issues encountered on the Wingspan platform. | "I'm having trouble logging into my Wingspan account; can you assist?" "How do I reset my 2FA settings?" |
| Email and Notification Support | Resending Wingspan invitation emails. Ensuring contractors receive necessary communications from Wingspan (e.g., check spam folders). | "I didn't receive an invitation email from Wingspan; can you resend it?" "How do I ensure I receive emails from Wingspan?" |
2. Updating Personal and Tax Information
| Issue | Assistance Provided: | Example Questions: |
|---|---|---|
| Profile and W-9 Information Updates | Guiding contractors on updating their personal details (name, address, contact information). Assisting with digital W-9 submission within the Wingspan portal. | "How do I update my mailing address in Wingspan?" "Where can I submit or edit my W-9 information?" |
3. Accessing 1099-NEC Forms
| Issue | Assistance Provided: | Example Questions: |
|---|---|---|
| Downloading and Viewing Tax Forms | Instructions on how to access and download 1099-NEC forms from the Wingspan portal. Support for viewing forms electronically. | "How do I download my 1099-NEC from Wingspan?" "I need help accessing my tax form online." |
| Electronic Delivery Preferences | Helping contractors understand and update their preferences for electronic or mailed delivery of 1099-NEC forms. | "How can I change my delivery preference to receive my 1099-NEC electronically?" "I prefer a paper copy; how do I update my settings?" |
4. General 1099-NEC Information
| Issue | Assistance Provided: | Example Questions: |
|---|---|---|
| Educational Support | Providing general information about what a 1099-NEC form is and its purpose. Informing contractors of important dates and deadlines related to tax forms. | "What is a 1099-NEC form used for?" "When will my 1099-NEC form be available?" |
5. Form Corrections Guidance
| Issue | Assistance Provided: | Example Questions: |
|---|---|---|
| Requesting Corrections | Guiding contractors on how to request corrections to their 1099-NEC forms through the Wingspan portal. Explaining the correction process and timelines. | "There's an error on my 1099-NEC; 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 | Addressing concerns regarding the security of personal information stored on Wingspan. Explaining Wingspan's compliance with data protection regulations. | "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 | Helping contractors who are locked out of their Wingspan account due to identity verification failures. Confirming personal details on file to assist with account access. | "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 | Updating contractor email addresses and contact information in your records. Resending Wingspan invitations where necessary. | "I didn't receive a Wingspan invitation; can you check if my email is correct?" "Can you update my email address on file?" |
2. Payment and Tax Form Inquiries
| Issue | Assistance Provided: | Example Questions: |
|---|---|---|
| Payment Details and Discrepancies | Providing detailed explanations of payments included in the 1099-NEC. Addressing discrepancies between expected and reported earnings. | "Why does my 1099-NEC reflect a different amount than I expected?" "Can you provide a breakdown of the payments on my tax form?" |
| Non-Issuance of 1099-NEC | Explaining why a contractor did not receive a 1099-NEC (e.g., earnings below $600, exempt classifications). Confirming eligibility based on your records. | "I didn't receive a 1099-NEC; 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 | Reviewing and approving correction requests submitted by contractors. Initiating corrections for errors in the issued 1099-NEC forms. | "I submitted a correction request; what's the status?" "Can you correct the error on my tax form?" |
| Reissuing or Resending Tax Forms | Providing access to prior-year tax forms not available on Wingspan. Resending forms to updated addresses or via different delivery methods upon request. | "Can you resend my 1099-NEC 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 | Offering guidance related to deductions, tax obligations, and reporting specific to work done for your organization. Clarifying any company-specific tax policies. | "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 | Assisting contractors who choose not to use Wingspan or cannot authenticate. Providing alternative methods to receive their tax documents. | "I prefer not to use Wingspan; how else can I get my 1099-NEC?" "Can you mail me a physical copy of my tax form?" |
| Relocation and State Tax Queries | Addressing how a contractor's relocation affects their tax reporting. Providing state-specific tax information as it relates to your organization. | "I moved this year; how does that impact my tax form?" "Do I need separate forms for different states? |
| Providing Last 4 Digits of TIN | Assisting contractors who need verification information (e.g., last 4 digits of their TIN) to access their Wingspan account. Ensuring secure handling of sensitive information. | "I don't recall my TIN; can you provide the last 4 digits?" "I need my TIN to verify my account; can you help? |
Additional Guidelines
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-NEC 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-NEC 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-NEC form, such as mailing a physical copy.
Updated 6 days ago