Removed support for soft suspension process

Previously, Gusto utilized the concept of “soft suspends” to encourage customers to provide missing or invalid state tax information. For example: if a filing failed due to a missing state EIN, Gusto would place a pending soft suspension on that state tax field and a customer would have 15 days to fix (edit, update, enter, etc) the invalid information. After 15 days, the customer would be “soft suspended” and blocked from running additional payrolls. If this soft suspension was never resolved, the company would be “hard suspended,” which is effectively a full cancellation of the account.

Through assessing CX touch points, account cancellations, and failed filing rates, Gusto determined that this soft suspension process was not effective in its intentions and was resulting in unnecessary account cancellations. Because of that, Gusto is sunsetting the soft suspension process.

Companies will no longer be placed on pending soft suspensions for missing or inaccurate tax information. Gusto will continue to identify invalid or missing state tax information (through our standard EIN sweeps, EIN validations, agency enrollments, and payment/filing attempts), and we will continue to send communications/partner notifications with this information, but they will no longer be tied to a countdown, nor a pending payroll blocker.

As part of these changes, we have made updates to our Embedded Partner Notification System.

The following categories have been deprecated:

• soft_suspended
• account_suspension.pending

The following categories have been added to the Embedded Partner Notification System. Details on each notification can be found here:

• tax_setup_problem.general
• tax_setup_problem.authorization
• tax_setup_problem.irs_form_8655_rejection

Additionally, the soft_suspended payroll blocker has also been deprecated.