The challenge.
We know what we did.
We know how any reasonable person would perceive what we did.
We know what we meant to do.
It should be understood that this is the conclusion and answer.
However, the technicality. The application of the law. A deadline. A procedure. A form. A description. An inadvertant explanation on a website or in sales and marketing material.
Despite the substance of a transaction, the form of the transaction may (or will likely) determine the outcome or conclusion reached by an auditor, adiministrative appeals or a court.
In the state and local tax world, we deal with these types of connundrums all the time. Either the facts aren't great or the law isn't great (when applied to the facts).
If you can't change the facts and you can't change the law, then it is up to building arguments and support for the conclusion you seek.
Big corporations and consulting firms may approach these types of issues one way.
Middle market and smaller businesses (and consulting firms) are often forced to approach these situations a different way. Lacking the dollars and/or the resources, companies are often forced to fight adversity with a skeleton crew and dig deep as quick as possible and as far as possible without breaking the bank or sometimes, pushing a legitimate position.
When a reasonable conclusion can't be reached and a conclusion seems overly punitive because "we have to follow the technicality" of the rules, that stings.
That's when we lean on appeals, a taxpayer advocate office, or some other discretionary tool (without going to court). This sometimes works and sometimes it doesn't.
I wish all businesses (who are trying to follow the rules) could get reasonable results, but that isn't always the case.
Sometimes the late filing of a document (by just a couple of days) can be costly (even when it shouldn't be).
Exceptions to rules should be made, sometimes.
It's like going to a store or restaurant or other place of business and asking for assistance when you know that you "technically" didn't follow the rules or maybe don't deserve it.
The employee at the desk can either be a stickler for the rules, or use their discretion to use "common sense" (or go the extra mile) and help the customer (providing excellent customer service) achieve a fair and reasonable result.