Manage Tango rewards in Salesforce

As a Salesforce user, you can freeze, unfreeze, cancel, and cancel and reissue Tango rewards directly from the Tango app in Salesforce.

Freeze Rewards

Freezing a reward temporarily suspends the recipient’s ability to redeem it while you investigate issues such as suspected fraud, incorrect delivery, or order mistakes—without permanently canceling the reward or returning the funds.

Eligibility	Notes
The reward must be a Choice Product (for example: Reward Link, Global Choice Link, Promo Link, Disbursement Link).	If you do not manually unfreeze a reward, the system automatically unfreezes it 48 hours after it is frozen.
The reward must be fully unredeemed.	Your organization can configure this automatic unfreeze period to 24 hours based on your business needs.
You can freeze a reward up to 5 calendar days after issuance.	All freeze and unfreeze actions are logged in Salesforce.
The 5‑day window may be configurable for your program. Contact your Tango representative if you need a different window.

To freeze a reward: 

1. Log in to Salesforce and open the Tango app

2. Go to Contacts and find the recipient’s name.

3. In the Tango History section, find the reward you want to freeze.

4. From the Actions menu next to the reward, select Freeze Reward.
   
    

5. Select a Reason from a predefined list such as Investigating a possible fraud, verifying order, etc.

6. Click Confirm. The reward status changes to Frozen in Salesforce, and the same Frozen status is reflected in the Tango portal.

Unfreeze Rewards

Unfreezing a reward restores the recipient’s ability to redeem it after you complete your investigation. This lets you resolve issues without waiting for the automatic unfreeze.

Eligibility	Notes
The reward must currently be in Frozen status.	If you take no action, the reward is automatically unfrozen at the end of the configured automatic unfreeze period (typically 48 hours, or 24 hours if configured for your program).
	Manual and automatic unfreeze actions are logged in Salesforce.

 

To unfreeze a reward:

1. Log in to Salesforce and open the Tango app.

2. Go to Contacts and open the recipient’s record.

3. In the Tango History section, find the reward with status Frozen.

4. From the Actions menu next to the reward, select Unfreeze Reward.
   
    

5. Select a Reason from the list.

6. Click Confirm. The reward status changes to Active in Salesforce, and the same Active status is reflected in the Tango portal.

Cancel Rewards

Canceling a reward permanently revokes an unredeemed reward and returns the funds to your Tango funding account. Use this when a reward was sent in error or when program requirements were not met. You can cancel an eligible unredeemed reward within 5 calendar days of issuance. See reward cancellation rules Tango Cancellation Policy.

Eligibility
The reward must be a Choice Product.
The reward must be fully unredeemed.
The reward must be within 5 calendar days of issuance.
For Promo Links, only the first issuance is eligible for cancellation.

 

To cancel a reward:

1. Log in to Salesforce and open the Tango app.

2. Go to Contacts and find the recipient’s name.

3. In the Tango History section, find the reward you want to cancel.
   
    

4. From the Actions menu next to the reward, select Cancel Reward.

5. Select a Reason from the list (for example, fraud, duplicate order).

6. Click Confirm. The reward status changes to Cancelled, and the same Cancelled status is reflected in the Tango portal.
   A confirmation message appears indicating that the funds have been credited back to the associated Tango funding account. All actions are logged in Salesforce.

Cancel and Reissue Rewards

Cancel and reissue lets you cancel an incorrect reward and immediately send a corrected replacement in a single workflow (for example, to fix an incorrect reward amount or program configuration).

Eligibility
The reward must be a Choice Product.
The reward must be fully unredeemed.
The reward must be within 5 calendar days of issuance.
For Promo Links, only the first issuance is eligible for cancellation.

 

To cancel and reissue a reward:

1. Log in to Salesforce and open the Tango app.

2. Go to Contacts and open the recipient’s record.

3. In the Tango History section, find the reward you want to cancel and reissue.

4. From the Actions menu next to the reward, select Cancel and Reissue Reward.
   
    

5. Select a Reason from the list such as incorrect reward amount.

6. Update the reward amount if applicable.

7. Click Confirm. The original reward status changes to Cancelled, and a new reward with status Active is issued. The same statuses are reflected in the Tango portal.
   The system cancels the original reward and issues a new one, links both rewards, updates both reward records, and logs the action.

Reward management actions in Salesforce

Use this section as a quick reference for managing rewards in the Tango app in Salesforce. The table below compares the available actions so you can quickly see what each action does, when to use it, and any key limits or configuration rules: 

Action	What it does	When to use it	Key Limits
Freeze Reward	Temporarily suspends redemption	Investigating fraud, delivery issues, or order errors	Choice Product; fully unredeemed; within 5 days; auto-unfreezes after 48h (or 24h if configured).
Unfreeze Reward	Restores redemption ability	Investigation complete; reward is valid to use	Reward must be in Frozen status.
Cancel Reward	Permanently revokes reward and returns funds	Reward sent in error; program rules not met	Choice Product; fully unredeemed; within 5 days; Promo Links: first issuance only.
Cancel and Reissue Reward	Cancels original and issues a corrected replacement reward	Incorrect amount, recipient, or program configuration	Same as cancel: Choice Product; fully unredeemed; within 5 days; Promo Links: first issuance only.