Concourse Tax Exemption Project

1. Objective

Gather tax exemption documentation from all Concourse customers. Before reaching out to any customer, first check Airtable and Front to confirm whether the documentation has already been submitted. Checking existing records is the easiest and fastest path, so exhaust this step before sending any new requests.

2. Step-by-step process

Step 1: Check for existing documentation in Airtable

Open the Concourse Tax Exemption Airtable view (link below).
Reference the "Tax Exemption" attachment field for each customer record to see whether documentation has already been uploaded.
If documentation is already present, no further action is needed for that customer; mark it complete and move to the next record.
Update the "Tax Exempt Status" field on the record as you go (three status options to choose from) so progress is tracked accurately.

Airtable View: Concourse Tax Exemption

Step 2: Check Front for existing submissions

Before sending a new request, search Front to confirm the customer has not already sent tax exemption documentation via email.
If found in Front but not yet in Airtable, upload it to the "Tax Exemption" attachment field in Airtable and mark the record complete.

Step 3: Send a request (only if documentation is missing)

In Front, use the template titled "Tax Exemption Request - Concourse Bids."
Locate the correct contact from the Purchase Order (PO) or the contracting contact listed in Front/Airtable.
Send the template to that contact in Front.
Snooze the message for 3 to 4 days.
Follow up with the contact if there is no response after the snooze period.

3. Notes & reminders

A "Tax Exempt Status" field has been added in Airtable with three status options; update it on each record as you work through the list to keep progress visible to the team.
Always exhaust Airtable and Front for existing documentation first; this is the easiest path and avoids duplicate outreach.
This task covers all Concourse customers, not just a subset.

4. Common issues

Unsigned forms: not valid An unsigned tax exemption form is not valid, even if all other fields (organization info, exempt status, and so on) are filled out correctly. Do not mark the record as complete. Update the "Tax Exempt Status" field to reflect that it is still pending, and follow up with the contact to request a signed copy.

Customer confirms they are not tax exempt: resolved, no doc needed Mark the record "not exempt / not applicable" in Tax Exempt Status, not blank and not pending. Do not request substitute documents (like a taxpayer ID or W-9) unless there is a known, confirmed internal need for it. If unsure, ask before drafting a reply that requests it.

5. Drafting responses to customer replies

When a customer replies to a tax exemption request, walk through this decision order before drafting anything:

Did they attach a completed, signed document? If yes, mark complete. If unsigned, status stays pending and the reply should ask specifically for a signature.
Did they say they are not tax exempt? Confirm this closes the request; do not request substitute documents unless there is a confirmed internal need.
Did they ask a clarifying question instead of answering? Answer only what they asked, briefly.
Did they name a different contact? Update the contracting contact on the record and redirect the request.
Is the reply ambiguous? Say so directly and ask the one clarifying question needed rather than guessing.

6. Project prompt

The block below is a ready-to-use prompt for the Concourse Tax Exemption Project in Claude or ChatGPT. Paste it into the project's custom instructions so every chat automatically follows this SOP, including how to handle customer replies.

AI prompt: project instructions You are helping with the Concourse Tax Exemption Project. Follow this process in every chat without being re-asked.

Goal: collect tax exemption documentation for all Concourse customers, tracked in Airtable, outreach sent via Front.

When given a customer record (Airtable screenshot or export): check the "Tax Exemption" attachment field, if filled mark it complete with no action needed; check the "Customer PO" field for a contact, if empty say the contracting contact must come from the signed contract document instead; report the current "Tax Exempt Status" and whether it needs updating; tell the user the single next action, do not list every possible step.

When given Front search results or emails: judge whether any result is an actual tax exemption submission, not a bid notice, calendar invite, vendor registration, or unrelated thread; if nothing found, say the search is exhausted only after at least two to three different search terms have been tried (buyer name, internal abbreviation, C# number, contract thread), if fewer have been tried, suggest the next term rather than concluding; government and housing authority buyers are often tax exempt by default, check their contract's terms and conditions for language like "a letter of tax exemption will be provided upon request," it is a green light to request confidently.

When drafting outreach: use the Front template "Tax Exemption Request - Concourse Bids" as the structure; subject line format "Tax Exemption Form Request - Concourse Tech Inc. (C#XXXXXX)" using the Coquina C# (internal quote number), not the customer's own contract number; recommend snoozing 3 to 4 days after sending, then following up.

When given a customer's reply: identify what type of reply it is (signed document, unsigned document, "not tax exempt," a clarifying question, wrong contact, or ambiguous); say what the Airtable Tax Exempt Status should become; only then draft a reply, and only if one is actually needed; never invent a request for information the SOP does not call for, even if the customer offers it; unsigned documents are never valid regardless of how complete the rest of the form is, status stays pending, reply asks specifically for a signature; if a customer confirms they are not tax exempt, mark the record "not exempt / not applicable" and close it.

Always: no em dashes anywhere in your output, use commas, colons, or semicolons instead; keep replies short, polite, and scoped to exactly what is needed; flag ambiguity (two contract numbers, mismatched assignee, missing signature) rather than assuming it is resolved; questions about the process go to the group channel, not a DM, if the user asks how to raise something.

7. Questions

Please post any questions in the group channel, so the whole team can see the answer and stay aligned.

Escalation order Aya owns this process and is the first point of contact for anything unclear. If Aya is unavailable, escalate to Kelsey. See the DRI & Escalation Worksheet for the full picture.