How to Raise a Service Requests on New Income Tax Website

How to Raise a Service Requests on New Income Tax Website – FAQs

Q.1 What is refund reissue request?

Ans. If you have received an intimation from Income Tax Department or Refund Banker (SBI) that the processing of refund has failed, you can submit a Refund Reissue Request on the e-Filing portal. With refund reissue request service, taxpayer can raise request in e-Filing portal for re-issuance of refund.

Q.2 How can I keep away from delay in submission of ITR-V?

Ans.  You need to verify your Income Tax Returns within 120 days of filing. You can verify your returns by:

• You can e-Verify your return using e-Filing OTP / Aadhaar OTP / Bank Account EVC / Demat Account EVC / Net-banking / Digital Signature Certificate; or
• Sending a physical copy of duly signed ITR-V to CPC, Bengaluru

Q.3 How will I know if my service requests have been approved?

Ans.  You can see the status of the service requests in your dashboard. Navigate to the particular record where you can view the status of the approval.

Q.4 What can be the reasons for refund failure? 

Ans.  Failure of credit of refund can be due to one or more reasons as listed below:

• Incorrect Bank Details (Account no, MICR Code, IFSC Code, Name mismatch etc.)
• Account holder KYC is pending
• Account details given are other than Current Account or Saving Bank Account
• Account Description is incorrect

Q.5 What is the effect of not verifying ITR within 120 days on my ITR uploaded on e-Filing portal?

Ans.  If you do not verify in time, your return is treated as not filed and it will attract all the consequences of not filing ITR under the Income Tax Act, 1961. However, you may request condonation of delay in verification by giving appropriate reason. Only after submission of such request, you will be able to verify your return. However, the return will be treated valid only if the condonation request has been approved by the competent Income Tax Authority.

Q.6 What is condonation of delay? If condonation is granted, what will be the follow up action on my part?

Ans.  Condonation of delay is the process of requesting the Income Tax Department for allowing you to verify your ITR (after 120 days of filing your ITR) or submit your ITR (after the last date of filing) by citing the reasons of delay on your part.

The ITR will be treated valid and processed by Income Tax Department only once the condonation request has been approved by the competent Income Tax Authority.

Q.7 Can anyone else submit request for condonation of delay / raise refund reissue request on my behalf?

Ans.  Authorized signatory / Representative assessee / ERIs can submit requests for condonation of delay / raise a refund reissue request on behalf of the assessee.

Q.8 Are there any restrictions for the files to be uploaded on the portal?

Ans.  A maximum of 5 files can be uploaded. Additionally, the size for each file should not exceed a limit of 5MB.

Q.9 Can ERIs raise a request for condonation of delay / raise refund reissue request?

Ans.  Yes. ERIs can raise a request for condonation of delay / raise refund reissue request.

Q.10 Can I raise a refund reissue request if my Bank Account is not pre-validated?

Ans.  No. You can only proceed if your selected Bank Account is pre-validated.

If your selected Bank Account is not Validated, you can pre-validate the Bank Account online through the e-Filing portal. Go to My Bank Account User Manual to learn more.

Alternatively, you can validate it offline through the ECS mandate Form. Follow the steps below to validate your Bank Account offline:

1. Download ECS mandate form.

2. Take print out of the form and fill the necessary details.

3. Get the form signed with bank seal from official Bank.

4. Upload the scanned copy of signed form.

Q.11 Is it certain that my condonation request will be accepted?

Ans.  It is not certain that your request for condonation of delay will be approved. The ITR will be treated as invalid till the request is approved. Condonation of delay is at the discretion of the competent Income Tax Authority.

Q.12 Is there a time limit to file condonation request?

Ans.  As per the directions from CBDT vide Circular No. 9/2015 dt. 9-6-2015, no condonation request will be entertained beyond six years from the end of assessment year for which the request is raised. It should be noted that delays related to only genuine hardships are considered for approving any request for condonation of delay.

Manual on How to Raise a Service Requests on New Income Tax Website

1. Overview

The Service Request facility is available to registered users on the e-Filing portal. With this facility, you can raise a request for the following services:

• Refund reissue (In case of failure of refund issued)
• Condonation of delay due to late submission of ITR-V (If you submit the ITR-V after 120 days of filing the ITR)
• Condonation request for filing ITR after getting time-barred (If you fail to file your ITR before the last date)

2. Prerequisites for availing this service

• Registered user on the e-Filing portal with valid user ID and password
• Validated and EVC enabled Bank account in e-Filing to generate EVC through Bank Account
• Validated and EVC enabled Demat account in e-Filing to generate EVC through Demat Account
• PAN linked with Bank Account to Generate EVC through Net Banking

Additionally, refer to the below table for prerequisites for each request type:

3. Step-by-Step Guide

3.1. Refund Reissue Request 

Step 1: Log in to the e-Filing portal using your user ID and password.

Step 2: On your Dashboard, click Services > Refund Reissue.

Step 3: On the Refund Reissue page, the details and status of refund reissue requests you have raised is displayed. To create a new request for refund reissue, click Create Refund Reissue Request.

Step 4: On the Create Refund Reissue Request page, select the record for which you want to submit request of refund reissue and click Continue.

Step 5: On the Select a Bank Account page, select the bank account where you would like to receive the refund and click Proceed to Verification.

Note: 

• You can directly proceed to verification if the selected bank account is already validated.
• If your selected bank account is not validated, you can pre-validate the bank account online through the e-Filing portal.
• You can validate it offline through the ECS Mandate Form. Follow the steps below to validate your bank account offline:

1. Download ECS mandate form.

2. Take print out of the form and fill the necessary details.

3. Get the form signed with bank seal from official Bank.

4. Upload the scanned copy of signed form.

• You can choose to validate the bank account again by clicking Revalidate.

Step 6: After successful verification of the bank details, select your preferred option on the e-Verify page.

Note: Refer to the How to e-Verify user manual to learn more.

After successful e-Verification, a success message along with a Transaction ID will be displayed. Please keep a note of the Transaction ID for future reference. You will also receive a confirmation message on the email ID and mobile number registered with e-Filing portal.

Note: If you click View Refund Reissue Request, you will be taken to the View refund reissue request page where you can also view the status of the submitted requests.

3.2. Condonation Request for delay in verification of your ITR

Step 1: Log in to the e-Filing portal using your user ID and password.

Step 2: On your Dashboard, click Services > Condonation Request.

Step 3: On the Condonation Request page, select Delay in submission of ITR-V option and click Continue.

Note: Select Delay in submission of ITR-V in case you have not e-Verified your ITR within 120 days of filing.

Step 4: On the Delay in submission of ITR-V page, click Create Condonation Request.

Step 5: On the Select ITR page, select the record for which you want to raise a condonation request for delay in ITR-V submission and click Continue.

Step 6: On the Provide reason for delay page, select the reason of your delay and click Submit.

A success message along with a Transaction ID is displayed. Please keep a note of the Transaction ID for future reference. You will also receive a confirmation message on the email ID and mobile number registered with e-Filing portal.

3.3. Condonation Request for filing ITR after time-barred

Step 1: Log in to the e-Filing portal using your user ID and password.

Step 2: On your Dashboard, click Services > Condonation Request.

Step 3: On the Condonation Request page, select Allow ITR filing after time-barred option and click Continue.

Step 4: On the Filing after time-barred [u/s 119(2)(b)] page, click Create Condonation Request.

Step 5: On Enter Details & Upload ITR page, enter the following details and click Submit:

• Select the Request Category, Assessment Year, ITR, Claim Value, Filing Type, Reason for Delay & ITR Typefrom the options
• Upload your ITR (PDF / XLS) for which you want to submit condonation of delay request by clicking Upload ITR option(The maximum size should be 5 MB)
• Upload supporting documents (PDF /XLS) for which you want to submit condonation of delay request by clicking Upload documentsoption and select the Document Description (Maximum 5 files can be uploaded each of which should not be more than 5 MB)

Step 6: After successful submission, select your preferred option on the e-Verify page.

Note: Refer to the How to e-Verify user manual to learn more.

After successful e-Verification, a success message along with a Transaction ID is displayed. Please keep a note of the Transaction ID for future reference. You will also receive a confirmation message on the email ID registered with e-Filing portal.