When a return is marked refund received on a tax refund office's practice board, the automation waits two days and sends the client a WhatsApp thank-you with the refund amount, a Google review link and a personal referral link for colleagues.
Typical results
100%
Refund clients asked for a review
0 min
Staff time per request
2 days
After the refund is marked received
Figures reflect typical results for this kind of automation.
The challenge
A tax refund office serving salaried employees has its happiest clients on the day the refund lands, yet review and referral requests depend on staff remembering to send them during the busiest months. Most satisfied clients never leave a review, and when a colleague does call, nobody knows who sent them.
Before and after
Google reviews per season
2.1×Refund clients asked for a review
3.3×Referred inquiries with a known source
4.8×The automation
When staff move a return to refund received on the practice board, a Make scenario waits two days and sends the client a WhatsApp thank-you that mentions the refund amount, with a Google review link and a personal referral link to share with colleagues. Each referral link carries the client's code and opens the office's inquiry form, so new inquiries arrive on the board already tagged with their source.
How it works
- 01
Refund received
Staff move the return to refund received on the practice board, with the refund amount filled in.
- 02
Two-day wait
The automation waits two days so the money has reached the client's account before the message goes out.
- 03
WhatsApp thank-you
The client gets a short thank-you that mentions the refund amount, with a Google review link.
- 04
Personal referral link
The same message carries a referral link with the client's code to share with colleagues.
- 05
Referral tagged on the board
Inquiries from that link arrive on the practice board already tagged with the referring client.
Starts from
- Refund received on the board
Delivers
- Google review link
- Personal referral link
- Inquiries tagged by source
The impact
Every client with a refund gets the request at the right moment, with no staff effort. Offices typically collect about twice as many Google reviews per season, and referred inquiries arrive tagged with the client who sent them, so the office can thank referrers and see which clients bring colleagues.
Questions about this automation
Why wait two days after the refund is marked received?
Refunds can take a day or two to clear in the client's bank account. Waiting means the thank-you arrives once the money is visible, which is when clients are most willing to leave a review. The delay is a single setting the office can change at any time.
How are referrals tracked back to the client?
Each client gets a link carrying a unique code. When a colleague opens it and fills in the inquiry form, the code is saved with the new inquiry on the practice board, so staff can see who referred whom and thank the referrer or apply a referral discount.
Can clients with a very small refund be left out?
Yes. The office can set a minimum refund amount, and returns below it get a plain thank-you without the review and referral links. Returns where the client owes tax never reach the refund received stage, so those clients are not asked at all. Simple automations like this are usually live within days.