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By Avalara Managed Returns APIManaged Returns — U.S. and Canada

Firm capabilities

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Guide: Avalara Managed Returns API (U.S. and Canada)

Learn how to create a support case with Avalara Partner Support using the GraphQL API.

Create a new support case with Avalara Partner Support using the GraphQL API. When the request succeeds, Avalara returns a unique caseId. This identifier serves as your system of record. Store it and use it for all follow-up actions, which include adding comments, checking the status, and closing the case.

Include your organization’s primary point of contact, the individual accountable for the case, so Avalara can coordinate efficiently.

  • firmCaseOwnerName

  • firmCaseOwnerEmail

  • firmCaseOwnerPhone

For cross-system traceability, pass your internal identifiers. This way, you can reconcile the case with your existing tools and dashboards.

  • externalFirmCaseId

  • externalFirmCaseNumber

Note

Use Firm credentials for all Support APIs.

View request:

mutation CreateFirmSupportCase {
  createFirmSupportCase(
    input: {
      # Required core information
      subject: "Assistance needed for setting up filing calendar for Arizona TPT2 form"
      description: "We are onboarding a new client 'Retail Solutions Inc' (AvaTax account: 2091462561) and need guidance on setting up a filing calendar for Arizona Transaction Privilege Tax (TPT2) form. The client operates in multiple Arizona jurisdictions and will be filing monthly returns. We have completed the company creation and firm-client linkage. We need assistance with: 1) Determining the correct tax form code for Arizona TPT2, 2) Understanding the filing frequency options available, 3) Confirming the effective date requirements for the filing calendar setup. Client registration details: FEIN 12-3456789, registered in Maricopa County. Please advise on the next steps to complete the filing calendar configuration."
      # Required identification
      firmAccountName: "Global Tax Solutions LLC"
      firmAccountId: "2091022162"
      # Case owner contact information
      firmCaseOwnerName: "Sarah Johnson"
      firmCaseOwnerEmail: "sarah.johnson@globaltax.com"
      firmCaseOwnerPhone: "+1-555-123-4567"
      # Client and tracking information
      clientAccountId: "2091462561"
      externalFirmCaseId: "SUPPORT-2024-0115-001"
      externalFirmCaseNumber: "RetailSolutions-Onboarding-001"
    }
  ) {
    success
    message
    externalFirmCaseId
    externalFirmCaseNumber
    caseId
    error {
      errorCode
      errorMessage
    }
  }
}

View response:

{
  "data": {
    "createFirmSupportCase": {
      "success": "true",
      "message": "Case created successfully",
      "externalFirmCaseId": "SUPPORT-2024-0115-001",
      "externalFirmCaseNumber": "RetailSolutions-Onboarding-001",
      "caseId": "500VG00000geaSnYAI",
      "error": null
    }
  }
}

Part of the Managed Returns — U.S. and Canada integration guide. Open the full “Firm capabilities” milestone on Avalara to see every page in this section.