Prorated Refunds, STARS, VTS

Question 1

What are Prorated Refunds / Prorates?

Answer 1

When a taxpayer pays for their registration with the DMV, they pay for a year in advance.

The DMV also collects property taxes on that vehicle on Buncombe County’s behalf.

If something were to happen and the tag was to get turned in early, they could potentially get a prorated refund of the property taxes on the vehicle for the months they did not use.

Question 2

Can we screenshot or print anything from STARS or VTS (systems used by personal property and the state)?

Answer 2

No. We can look at it, reference it, and write things down, but that’s it. This is not our system. We use these to verify the information that we already have.

If you receive this information from an outside source (taxpayer, collector, or email) write it down on the NCVTS Information sheet for future use.

Shred any VTS or STARS information that you receive.

Question 3

How does a taxpayer request a vehicle proration?

Answer 3

It starts with the DMV.

They must turn the tag in and receive a plate turn in receipt called an FS20.

Once they have that receipt, they can request a proration from the tax in person, by email, or over the phone.

Once you have the FS20 (or some other proof that the tag was turned in) you can add it to the file of prorates to do while you wait for the all-clear to process them.

Question 4

What is needed for a proration?

Answer 4

Plate Number

VIN Number (or make and model of car)

Plate turn in date (NOT the date they sold the car, the date they cancelled their insurance, or the date they gave you the prorate)

Reason why the plate was turned in

Correct mailing address

Question 5

If someone contacts us and does not have an FS20 but they did turn in the tag, can we look up that information to confirm?

Answer 5

Yes. Use STARS. If you receive this information from an outside source (taxpayer, collector, or email) write it down on the NCVTS Information sheet for future use.

Question 6

How long does it take to process a prorate?

Answer 6

Approximately 4-6 weeks

Question 7

Are we allowed to give out estimates of a refund due or tell them that they definitely will get one?

Answer 7

No. This is because after we start processing them, they go to the supervisor to see if those funds can be used for other outstanding bills/taxes before refunding.

When you tell them about the refund make sure you stress that they MAY BE eligible for a refund, not that they WILL get a refund.

We also do not tell them what they will be getting. We only see the maximum amount that they could receive and do not want to cause any confusion.

If a taxpayer asks how much of a refund they will receive, let them know that we cannot give that out due to all the factors that go into calculating it.

Question 8

What does the note below the box on the the FS20 form say about deadlines?

Answer 8

“The county requires a copy of this receipt and a copy of the bill of sale within 1 year in order to process a possible release or refund of property taxes on this vehicle.”

Question 9

What if they turned in the tag but they still own the vehicle, and even if it’s in pieces or doesn’t run?

Answer 9

If they still own the car without the tag (even in pieces, doesn’t run, etc.) and hasn’t sold the vehicle by Jan 1, they will have to list it as personal property, too.

If they sell it before it gets re-registered, there will be no gap bill generated.

But if they re-register in their name and there is a gap of 1+ month(s) with no registration, a gap bill WILL be generated.

Question 10

Who can check the status of a prorated refund?

Answer 10

Clerks can see whether or not a proration was STARTED on a vehicle and what that transaction looked like, whereas the daily collections supervisor and the accounting tech can see details such as if it was already sent out, when, for how much, to where and whom, etc.

Question 11

In special cases of Bonded Vehicles, Leased Vehicles, Salvaged & Abandoned Vehicles, and Vehicles in a Trust, can these be prorated?

Answer 11

These CAN be eligible for a refund. When a title gets transferred, you generally have to re-register and get a new plate. So the old plate would be turned in and an FS-20 generated. You can move plates from one vehicle to another if you own both vehicles, but you can’t just transfer a plate to another person or entity when you transfer the title to them.

Typically, they are surrendering the plate to the DMV.

If the vehicle was Leased, a document from the lease finance company stating that the vehicle was sold will need to be provided before a refund can be processed.

Question 12

What is the Asheville Vehicle Fee?

Answer 12

A flat $30 non-refundable fee through the City of Asheville, not Buncombe County.

Residents who live in the City of Asheville will have this added to their bill. It is a local fee that goes towards the City’s General Fund & city-wide revenues to pay for roads.

Asheville vehicle fee is only billed once a year, and only if the bill has been expired more than twelve months. Everything else is prorated by month. I think that it’s actually on the 13th month they would bill for the previous 12. Not confusing at all. (MB)

The fee will show up under Transaction Detail History in the Bill Detail, under # Months and may appear as 12/24/etc. instead of whatever the other taxes are listed as.

Question 13

What is the difference between county property taxes, local fees, and other registration fees? Aren’t they all going towards the same thing?

Answer 13

They are all different and go to their respective jurisdictions. County property tax goes to the county, local fees go to local cities and municipalities, and registration fees go to the state.

County property taxes may be eligible for refund.

Unfortunately, state taxes, like highway use, or state/municipal fees, like registration or Asheville Vehicle Fee, are nonrefundable. We have no control over that portion of what you paid during registration, as that is not part of the county tax system, nor are we able to see any sort of breakdown of those funds. Taxpayers may reach out to the DMV/DOR about this if there was a double-taxation error, or something similar.

Question 14

Can a bill be prorated more than once?

Answer 14

No. VTS won’t even let you.

Question 15

What is STARS?

Answer 15

The State Titling and Registration System. Statewide database that has all the registered vehicles and manufactured homes in North Carolina.

Question 16

What is NCVTS?

Answer 16

NC Vehicle Tax System. It looks like NCPTS, but is for vehicles only, and only for vehicles within Buncombe County.

Question 17

What is JWSHODN?

Answer 17

Java Web Start Host On-Demand IcoN (?)

The HOD Java Web Start client allows users to start HOD without a browser, from the HOD Java Web Start icon(JWSHODN) on the Windows Desktop (x)

JWSHODN is the name of the application that we use to open STARS.

Question 18

How does VTS work?

Answer 18

You can see in NCVTS what they actually paid in taxes.

The calculation is the taxes, divided by 12, and then multiplied by the number of months left on the registration. The total they paid to NCDMV isn’t what gets prorated.

It is set up just like NCPTS, if you click into the transaction details, you can see the breakdown of actual taxes.

They will only ever get a portion of the County property tax back.

Question 19

Name some reasons a tag WOULDN’T get refunded at all (there’s a lot):

Answer 19

Transferred tag instead of turning it in

Turned in the tag but kept the vehicle. They still own the property, so they should list it and pay personal property taxes that way. Direct them to Personal Property instead. Unless there has been an overlap of property paid. That would been they purchased two tags and the tags had an overlap in the months.

Permanent Plate – the category will show in STARS as “permanent” OR “permanent apportioned vehicle” or “permanent multiyear” and it probably won’t pull up a bill in VTS, since they aren’t taxed like normal plates and there’s nothing to refund.

• “If they had it Jan 1st of that year, they pay taxes for the whole year. They do not pay property tax when they reg the trailer. The trailer should be listed with us the following Jan. These are treated and listed just like a boat or mobile home. If you get an FS-20 on one we do not prorate the bill. ” - Sherri Blackwell ->
• “Vehicles with multi-year or permanent tags are not taxed through the registration system. These are to be listed and taxed annually as personal property through the Tax Assessor’s Office.”

IRP Plate – International Registration Plan – trucking

Excluded from taxation

Mopeds/scooters - these do not get taxed, so there is nothing to refund

There is a “Int Refund Pending” flag on the bill – “Bill having Flag (DMV Interest Refund Pending) cannot be prorated” - This will need to be held until the refund has been processed by the state and then you should be able to prorate. Unknown timeline.

Outstanding taxes (refund would be applied here first if so)

If you turn your tag in the same month it’s due to expire

If your vehicle is registered in a different county/state

Question 20

Will we let them know if they aren’t due a refund?

Answer 20

It depends on the stage of the process.

If they are unable to receive a refund due to it being a permanent plate, expired, etc, the clerks are to reach out and let them know.

BUT otherwise no, we will not let them know after the refunds pass through Visitor Services about the application of funds, be that to another bill or issued directly. They either get a check or can come in /call after 4-6 weeks and check with us. We don’t have the capacity, too many prorates. Once it gets to the Daily Collections Supervisor’s hands, no one else will generally be reaching out.

Question 21

Can prorates be processed for counties other than Buncombe?

Answer 21

No.

We can only process prorates that were registered in our county.

-Ex: If someone registers their vehicle in Henderson County “because the lines are shorter,” they will need to go back to that county for the proration.

-If we receive a prorate for an out of county tag, we will forward that proration to the correct county.

Question 22

Can we change a name for a prorate?

Answer 22

The name of the receiver CANNOT be changed without approval from the DOR.
-We have no way to accurately verify identity

UNLESS the owner is deceased, then we can make the check out to ‘the estate of (original owners name)’ in the Business Name area.

Question 23

Can we change a mailing address for a prorate?

Answer 23

Yes.

If you only have the FS20 form, then you will make sure the address matches what is on that form.
-Sometimes the DMV does not update mailing addresses

If they told you to send it elsewhere, make sure it is written down and you will send it to the new address.
-Moved out of state, etc.

Question 24

What is the DOR?

Answer 24

Department of Revenue

Question 25

What folders in the filing cabinet do we use for prorates?

Answer 25

There are 3: 1. Prorates (To Do) 2. Prorates (Waiting On Response) 3. Prorates (Issues) - we call them "Problem Children" and are ones that get no refund.

Question 26

How do we receive prorate requests?

Answer 26

1. In person 2. Over the phone 3. Via email

Question 27

Where should someone send an email with their request and documents?

Answer 27

taxcollection@buncombecounty.org (currently)

Question 28

Someone walks in with an FS20 form and requests a refund. How do you proceed?

Answer 28

1. Stamp it 2. Ask the reason for the turn-in and note that on the form. 3. Have them sign it, date it for that day, and add their phone number 4. Verify the mailing address 5. Offer to make them a copy 6. Give them the copy 7. Tell them it takes 4-6 weeks to process and IF they get a refund they'll get a check in the mail

Question 29

Do we send prorated refunds to foreign address?

Answer 29

Yes, we can, though we try to avoid it if possible because of the possible complications. Notify the Daily Collections Supervisor. Process the prorate like normal and do not change the address, but make a note on the physical paper for the DCS to communicate with the Finance Dept.

Question 30

You are forwarded an email that requests a refund. How do you proceed?

Answer 30

We are to reach out to let the taxpayer know it has been received, as well as do any necessary research to get or verify the preliminary information we would normally get if they were in person. Make sure you aren’t replying to the taxcollection email when you reply!! Print anything they send you, be that FS20s, bills of sale, etc. Write on the FS20/VTS form the date it was emailed. We have templates for general responses. If you need to wait on additional information, put in the folder called ‘Prorates – Waiting on Response.’

Question 31

You are on the phone with someone who requests a refund. How do you proceed?

Answer 31

If they have access to an email, it's preferable to have them send taxcollection@buncombecounty.org an email with their request. If they don't, and they have information about the vehicle, and we have TIME, we can look it up in STARS for them.

Question 32

“Why did I only get $[this amount] refunded? I paid $[bigger amount].” What is the general breakdown of a proration?

Answer 32

Prorated refunds are processed based on the tag turn-in date and how many full months remain until the expiration date. The plate was turned in on [date] and set to expire on [date], leaving [#] full months to prorate. The property taxes that were paid for this tag were $[x], which was the full amount you could have gotten back for 12 months, so [x] months came out to $[x], which is the amount of the check you received. Unfortunately, state taxes, like highway use, or state/municipal fees, like registration or Asheville Vehicle Fee, are nonrefundable. We have no control over that portion of what was paid during registration, as that is not part of the county tax system, nor are we able to see any sort of breakdown of those funds.

Question 33

Someone walks in who has access to no documents and requests a refund. How do you proceed?

Answer 33

Use the VTS Vehicle Prorate Information Sheet and fill in the information from STARS & they taxpayer.

Question 34

Prorate Processing: Can you process a prorate on a bill that has a remaining balance on it that hasn't been paid?

Answer 34

No. If there IS a balance, go to the next most recent year. If there is NO balance ($0), you might be able to generate the proration.

Question 35

Prorate Processing: What options does VTS have under 'Reason for Proration'?

Answer 35

1. Annual Tag 2. Insurance Lapse 3. Other Errors 4. Reg. Out of State 5. Tag Surrender 6. Vehicle Sold 7. Vehicle Totalled 8. Writeoff

Question 36

What are the 3 most common reasons (of the options in VTS) for a proration request?

Answer 36

Vehicle Sold Reg. Out of State Tag Surrender

Question 37

If someone sells a car but transfers the plate to a new car, do they get a refund?

Answer 37

Nope.

Question 38

What does the Daily Collections Supervisor get when prorates are due from the clerks?

Answer 38

On top, a printed copy of the amounts of the refunds, and the amount they add up to. (There is a spreadsheet for this.) Under that is the stack of prorates organized from smallest amount on top to largest on the bottom. Everything is put together with a binder clip.

Question 39

Can prorates be processed on the same day that the Daily Collections Supervisor gets them and starts working on them?

Answer 39

No. Anything you prorate takes a day to populate on the report he generates that reconciles to the list you create. If you prorate and add anything to the list on the day you total them, the totals won't match.

Question 40

Ah. A proration was processed incorrectly and you haven't turned them in yet. Can you fix it?

Answer 40

Yes! Go back to the bill you prorated. Look in payment history. Click into the transaction number. A new screen should pop up. In the top will be a section for voids in the top right corner. Click on the drop-down menu and select ‘incorrect date enter,’etc Select void. Redo the proration with the correct date/reason.

Question 41

If someone's refund check never reached them, got lost, or was returned to sender, what do we do?

Answer 41

Our policy is to first wait a few weeks to see if the check will return to us. If it does, it will go to Finance first, they will notify us and verify the recipient's address, and we will try to resend it. If this doesn't work, we can void a check by putting a stop payment on it, but it's not preferred to do this unless necessary to avoid the possibility of multiple checks accidentally arriving to the taxpayer, and one not able to be cashed.

Question 42

Where can someone print their receipt from the DMV?

Answer 42

Residents can retrieve tax information through myNCDMV: https://edmv.ncdot.gov/myDMV Enter driver’s license number or ID # Enter last 4 of SSN Enter Birthdate Pulls up license information and Vehicle Property Taxes Paid

Question 43

How old is STARS as a program, anyway?

Answer 43

Ancient. It’s not able to process things like newer software. If you select an incorrect key, you may get locked out – press CTRL to unlock.

Question 44

How do you know if you've been locked out of STARS? How do I fix it?

Answer 44

If at any point you see a red stick figure with arrows pointing outward in the lower left corner of the screen, you have been locked out – press CTRL to unlock.

Question 45

In STARS, what is the quickest way to find a vehicle?

Answer 45

By Plate # This will show you every vehicle that has ever used that plate. It is how you can get any information about transfers.

Question 46

In STARS, can you search by VIN #?

Answer 46

Yes. This will show you all the plates that have ever been used for that one vehicle. There will be times when the most recent plate may not be the one that needs to be prorated. This could require a bit of searching.

Question 47

In STARS, can you search by Owner Name?

Answer 47

Yes. If the owner of the vehicle has owned more than one vehicle (current or previous), searching for the correct one can be a bit difficult. This is especially tricky if they have a common name. STARS is a statewide system, so after you type in the name, you want to find a city/municipality that is within Buncombe County. Information that will make narrowing down the Vehicle or plate easier: -Make/model of vehicle -Year of vehicle -Partial plate -Partial VIN -Date of plate turn in

Question 48

Does STARS have a fuzzy search function?

Answer 48

Yes! Use a question mark (?)

Question 49

Can you tell in STARS if a vehicle was registered in another county?

Answer 49

Sometimes? It's not always accurate or up-to-date. Asking Personal Property would be helpful.

Question 50

Where can you see months that a GAP Bill is for?

Answer 50

In NCPTS & in STARS NCPTS will show in the Abstract screen's Property tab STARS is way more work to find by looking into a vehicle's dates, but you can.

Question 51

In STARS, how do I find a Customer’s List of Vehicles?

Answer 51

You have to search by owner name to do this From the main menu, type 9 in the Select Option Type the name in the name spots and hit Enter You’ll get a list of owners to sift through until you find the right one. Type S next to the correct one and hit Enter. The list of Vehicles By Customer will pop up. This can be helpful when you have a prorate sent in that’s hard to read but you know their name and narrow it down from their list of vehicles. Type S next to the vehicle you need the information for and verify