With Tango you can track your placed orders, check the status of individual line items within an order, monitor the status of every reward, and view the delivery status of reward emails you send. For instructions on how to access the orders and line items history, refer to View redemption history.
Different statuses within Tango
There are multiple statuses to be aware of when sending rewards with Tango, here is what the different statuses are:
- Order status: An order consists of a single or multiple rewards sent at the same time with Tango. An order status affects all rewards in the order.
- Line item status: A line item is a single reward within an order, an order may have one or multiple line items. The line item status only refers to the single unique reward, and not the whole order.
- Email status: Digital rewards sent with Tango are sent by email, the email status shows whether the reward email has been received.
- Reward status: The reward status indicates whether the issued reward is available for use.
You can check the status of sent orders. Go to Orders > Orders and check whether or not an order has been completed, pending, etc. Check the Order Status column. The following table shows different statuses of the entire order placed with Tango:
| Order status | Description |
|---|
| Complete | The order is processed, and all rewards in the order have been sent. See line item statuses below. |
| Pending | The order needs a little longer to process. Pending orders should be processed and delivered within one (1) business day. Orders placed on Friday afternoon or over the weekend may be processed on the following Monday or the next business day. Once the order is delivered, its status changes to Complete.
Note:
Your order may take longer to review for a variety of reasons. See why your order is being reviewed. 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.
|
| Partial | Some of the line items in the order are processed successfully while others have not. Click on the Reference Order ID to view specific line item statuses and determine which rewards were sent or failed. |
| Failed | The entire order is unable to be sent. Your account is refunded for the total value of the order. We recommend sending rewards again to ensure your rewards are still sent.
For more information on why your order is failed, see our Tango Reward Status, or email your Customer Success Manager (CSM) or success@tangocard.com and make sure to include the Reference Order ID of your failed order. |
| Cancelled | The order is cancelled and the funds are refunded to the account. Send new rewards if needed.
Note: The order may be cancelled due to an insufficient inventory to fulfill a bulk order upload. You can check the availability of the items in our Tango Reward Status page.
|
You can check the line items status. Go to Orders > Line Items or Orders > Orders and click any order on the list to see the Line Item Status such as complete, pending, etc. The following table shows different statuses of the line items in an order placed with Tango.
| Line Item status | Description |
|---|
| Canceled |
The line item has been canceled and cannot be resent to the recipient. The funds have also been refunded for this line item. Place a new order if needed. See Cancel and reissue rewards to learn why a reward may be canceled.
|
| Complete |
The rewards that have been successfully provisioned by Tango. The line item email has been successfully sent to the recipient's email address and we've received confirmation from the recipient's email server that the email is received. Only digital rewards will show as Delivered.
For Printed Reward Links, it means the line item has been mailed and will be received by the recipient in 7–10 business days.
|
| Pending | The rewards will be processed and delivered within one (1) business day or on the following business day. Once delivered, the order status changes to Complete. |
| Failed |
The line item has failed to be sent due to a potential error. See Orders and Reports FAQ. You are refunded for the reward’s value. We recommend placing a new order to ensure your reward is still sent.
For more information on brand outages and deprecation see our Tango Rewards Status page, or email success@tangocard.com. Make sure to include the Reference Order ID of your failed order.
|
You can check the delivery status of your order. Go to Orders > Line Items or Orders > Orders and click any order on the list to see whether or not the reward email has been delivered. Make sure the Delivery Status column is selected to display in the table. The delivery status does not apply to the physical rewards that are mailed to the recipients.
The following table shows different statuses of delivery for an order placed with Tango:
Email status
|
Description
|
|---|
| Delivered | Sent |
The reward email is sent successfully to the recipient's email address. The email may have arrived in the recipient’s mailbox, but we haven't received confirmation from the recipient's email server that the email is received.
|
| Delivered | We've received confirmation the reward email is successfully delivered to the recipient's inbox.
You can also see if a recipient has opened their email and clicked any links via the Open and Click labels. If you don't see either of these labels, the email either hasn't been opened or we haven't received data from the recipient's email server.
Note:
- Not all reward emails contain links. Look for the confirmation message for the opened email to determine its delivery.
- Tango does not store sent reward credentials indefinitely. All credentials are deleted periodically for security and anti-fraud purposes. Requests to send new reward credentials to your recipients may result in you paying for the full face value of the new reward.
|
| Pending | Deferred | The reward email cannot be delivered immediately, and it hasn’t been completely rejected. We will continue to try for 72 hours to deliver a deferred message. |
| Processed | Our email server has attempted to deliver the reward email. If an order is showing Processed as its most recent status, wait a few minutes and check again for a Delivered or Not Delivered status. |
| Scheduled |
The reward is scheduled for delivery at a later time. See Send rewards with scheduled delivery.
|
| Not Delivered | Not Delivered |
We are unable to deliver the reward email. We suggest requesting a different email address from the recipient to which you can resend the reward. Use the Resend action for the reward from Order History to send it to a new email address for the same recipient. See Resend rewards.
Only users with Manage permissions for Order History can resend rewards to a new email address for the same recipient. See Set user permissions and access level.
|
| Blocked | The email is blocked by an Internet Service Provider (ISP) or messaging organization.
Note:
- We recommend trying the following troubleshooting techniques before resending the reward email:
- Make sure recipient has noreply@tangocard.com added to safelist for their email account where they receive the rewards.
- Update your email template to avoid use of spam language in the email subjects or excessive use of punctuation like ($$!!) and resend the reward email.
|
| Bounced |
The recipient's email server cannot deliver the email to the email address entered. Use the Resend action for the reward from Order History to send it to a new email address for the same recipient. See Resend rewards.
Only users with Manage permissions for Order History can resend rewards to a new email address for the same recipient. See Set user permissions and access level.
|
| Dropped | We were unable to deliver to this recipient. Resend reward email to an alternative email address. See Resend rewards. |
| Spam Report | The recipient or recipient's organization marked the email as spam. Ask the recipient to check their spam folder and mark the reward email as not spam. |
| Unsubscribe | The recipient has indicated they no longer wish to receive emails from Tango. Please resend reward email to an alternative email address. See Resend rewards. |
You can check the reward status. Go to Orders > Line Items or Orders > Orders and click any order on the list to see whether or not the reward you have sent is active, frozen, etc. The following table shows different statuses of a reward after it’s been delivered:
| Reward status | Description |
|---|
| Active | The reward is active and able to be redeemed as long it is not expired or fully redeemed. |
| Frozen | The reward is frozen and cannot be redeemed by the recipient. Unfreeze the reward to allow redemption. |
| Cancelled | The reward has been cancelled and cannot be redeemed by the recipient. The funds have also been refunded for this reward. Send new rewards if needed. |
| Refund Pending | The reward is cancelled and a refund is being processed. |
| Expired | A reward has expired. See Reissue Promo Links™. |
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