Check out our most frequently asked questions regarding orders and reports to get you started:
Q: Why is my order still marked as “Pending” in my orders?
A Pending status means the order needs longer to process. Pending orders are typically processed within one (1) business day. See why your order is being reviewed. Orders placed on Friday afternoon or over the weekend are processed on the following Monday or the next business day. Once delivered, the order status will change to Complete. Learn more about Order, reward, and email statuses in Tango.
Some orders may not get processed immediately. Here are a few reasons why your order may take a little longer to process:
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Reason to review
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Description
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Expected review time
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|---|
| New customer | New customers and company details are subject to review for know your business (KYB) purposes. Our team manually reviews your business to verify the company’s identity and details. The manual review may take up to three (3) business days if no additional info is requested. | 3 business days |
| Credit card transaction | Credit card transactions are subject to review for a variety of reasons. Our team usually reviews and processes the transaction prior to the end of the next business day, however, in some scenarios, can take up to two (2) business days, such as, if you’re using a newly registered payment card for the orders or pre-funding your account balance. | 1-2 business days |
| Other | Order transactions are subject to review and can enter a pending status for a variety of reasons. It can take up to two (2) business days to process orders that are pending for review. | 2 business days |
Check the status under Orders > Order Status. Contact your Customer Success Manager (CSM) or success@tangocard.com with questions or concerns. to open a support case with Tango, use the Chat agent at the bottom right of the screen to open a support case with Tango. Use a pre-funded account balance to pay for orders to avoid a delay in sending out rewards.
Q: How can I view reward orders sent in the past?
To view reward orders sent in the past, Sign in to the Tango portal and click Orders on the left menu. Learn how to View reward orders with Tango.
Q: What should I do if I accidentally sent a reward to the wrong email address?
Users with Manage permissions for Order History can Resend rewards to a different email address. To cancel and reissue rewards in certain conditions, see Cancel and reissue rewards.
Learn how to Set user permissions and access level.
Q: How can I see if a recipient has redeemed their reward?
To view redemption history of your sent rewards in Tango, Sign in to the Tango portal and go to Orders > Orders or Orders > Line Items. Click any order or line item to open the details panel. You can see if a recipient has opened, clicked, or in some cases, redeemed their digital reward. For Printed Reward Link®, you can only see if a reward has been processed or redeemed. See View redemption history.
Note:
Tango only has visibility into the redemption status of Reward Links and what gift card(s) they are redeemed for. Tango does not have visibility into the redemption/use status of branded gift cards such as Amazon, Starbucks, Target, etc.
Q: What does the email status “Not Delivered” mean?
The email status Not Delivered means the reward email for this reward has been sent but not delivered. It may be due to an invalid email address, or the recipient’s email account spam filter.
You can resend reward email to a different email address if you have Manage permissions for Order History. See Resend rewards.
Learn how to Set user permissions and access level.
Learn more about Order, Line Item, and Email statuses here: Order, reward, and email statuses in Tango.
Yes. You can can export historical order information and generate and download spreadsheets containing historical order data if you have Manage permissions for Reports.
Q: Where can I get a report of an unredeemed Reward Link?
Tango provides specialized reports that includes information such as Reward Link redemption status by request, which are not available through the Tango portal. Using specialized reports you can get several varieties of “Stored Value Status” reports that show Reward Link redemption status, reports containing transaction and balance information, and reports regarding user access levels on your Tango platform. See the list of reports on Reports available to Tango customers.
Reach out to your Customer Success Manager (CSM) or success@tangocard.com to request any of these extra reports to be run for your Tango platform or Tango account.
Q: Why does my order or line item fails with a specific brand?
Here are a few reasons:
- Your order may fail due to a reward outage such as reward being out of stock. To check brand outages and deprecation, see our Tango Rewards Status page, or email success@tangocard.com. Make sure you include the Reference Order ID of your failed order.
- Your order may fail due to an intermittent or technical issue. If you don't see the brand(s) that are failing listed on the Reward Status page, try sending it again. If it fails again, use the Chat Agent on bottom right of the Tango portal to open a support case with Tango.
Q: Why don’t I get a refund if the reward is bounced back?
When you place an order, the reward information is generated and sent out instantly. The reward email is only one method of delivery. If the email delivery fails, Tango ensures delivery via other methods such as:
- Ability to resend a reward to a new email address of the same recipient
- Ability to view and share the redemption credentials with the recipient.
Only rewards with “Failed” status are automatically refunded.
