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:
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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 that order.
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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 a single unique reward, and not the whole order.
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Delivery status: Digital rewards sent with Tango are sent by email, the email status shows whether or not the reward email has been delivered.
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Reward status: The reward status indicates whether or not the issued reward can be redeemed.
What do different Order statuses mean?
You can check the status of sent orders. Go to Order history> Orders and check whether or not an order has been completed, is pending, etc. Check the Order Status column.
The following table shows different statuses of the entire order placed with Tango:
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Order Status
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Description
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Complete
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The order is processed, and all rewards in the order have been sent. For individual line items, see the Line Item status to confirm the reward itself was created.
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Pending
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The order needs a little longer to process. Pending orders are typically processed and delivered within one (1) business day. Orders placed on Friday afternoon or over the weekend are 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.
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Partial
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Some of the line items in the order are not processed. Click an order or the Reference Order ID to view specific line item statuses and determine which rewards were sent or failed.
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Failed
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The entire order has failed to be sent. Your account is refunded for the total value of the order. We recommend placing a new order to ensure your rewards are still sent.
For more information on brand outages and deprecation, see our Tango Rewards Status page. Email your Customer Success Manager (CSM) or success@tangocard.com and make sure to include the Reference Order ID of your failed order.
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Canceled
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The order is canceled and the funds are refunded to the account. Place a new order if needed.
Note: The order may be canceled due to an insufficient inventory to fulfill a bulk order upload. For more information on brand outages and deprecation, see our Tango Rewards Status page.
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What do different Line Item statuses mean?
You can check the line items status. Go to Order history > Line Items or Order history > 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:
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Line Item Status
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Description
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Complete
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The reward for this line item has been successfully created and is ready for delivery and redemption.
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For email delivery, check the Delivery status to confirm whether the reward email was delivered or bounced (for example, due to a misspelled email address).
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For QR code or mobile delivery, the reward is ready to be accessed via QR code or mobile experience once the recipient receives the corresponding communication (email, message, or in‑app experience).
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For Printed Reward Links, the reward has been printed and mailed and is expected to arrive within 7–10 business days.
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Pending
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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.
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Canceled
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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.
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Failed
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The line item has failed to be sent due to a potential error. See Orders 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.
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What do different Delivery statuses mean?
You can check the delivery status of your order by going to Order history and selecting the Orders or Line Items tab. Click any row in the list to view whether the reward has been delivered. Ensure that the Delivery Status column is visible in the table. The delivery status does not apply to the physical rewards or QR codes.
The following table shows different statuses of delivery for an order placed with Tango:
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Delivery Status
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Description
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Pending
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The reward is awaiting a delivery attempt. This status is temporary and will update once delivery processing begins.
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| Delivered |
The recipient’s email server accepted the message. The reward email was successfully delivered. The reward message was successfully delivered to the phone and confirmed by the carrier. The physical reward was sent to the recipient’s address. Delivery does not necessarily mean the reward has been opened or redeemed.
Email rewards: We've received confirmation the reward email was successfully delivered to the recipient's inbox. You can also see Open and Click labels indicating whether the recipient opened the email or clicked a link. If these labels are not present, the email has either not been opened or tracking data is unavailable.
Note:
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Not all reward emails include links. Look for the delivery confirmation message to determine successful delivery.
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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.
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| Shipped |
The physical reward has been shipped to the recipient using the selected shipping method. Tracking information may be available depending on the carrier.
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Scheduled
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The reward is scheduled to be delivered at a later date and time. See Send rewards with scheduled delivery.
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Sent
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The reward text/SMS is sent successfully to the recipient's phone number.
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Deferred
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The reward email was not delivered immediately but was not rejected. We will attempt delivery for up to 72 hours. This may also indicate a full inbox. Once memory space is full, new emails cannot be received.
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Processed
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Our email server has attempted to deliver the reward email. If this is the most recent status, wait a few minutes and check again for an updated status such as Delivered or Not Delivered.
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| Not Delivered |
The reward email could not be delivered. We recommend requesting a different email address from the recipient and resending the reward using the Resend action from Order History. See Resend rewards.
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Blocked
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The reward email was blocked by an Internet Service Provider (ISP) or messaging organization.
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Bounced
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The message was rejected by the recipient’s email server or mobile carrier. Email: The recipient’s email server rejected the reward email, usually due to an invalid or unavailable email address. Text: The recipient’s phone number could not receive the text (for example, it’s invalid, a landline, or blocked by the carrier).Resend the reward to a new email address or phone number using the Resend action. See Resend rewards.
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Dropped
| We were unable to deliver the reward through the selected delivery method (email or text). Update the recipient’s contact information (email address or phone number) and resend the reward. See Resend rewards. |
What do different Reward statuses mean?
You can check the reward status. Go to Order history > Line Items or Order history > 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:
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Reward Status
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Description
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| Processing |
The reward is being created and is not yet available for redemption.
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Active
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The reward is active and can be redeemed as long it’s not expired or fully redeemed.
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Frozen
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The reward is frozen and cannot be redeemed by the recipient. Unfreeze the reward to allow redemption.
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Canceled
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The reward has been canceled and cannot be redeemed by the recipient. The funds have also been refunded for this reward. Place a new order if needed.
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Refund Pending
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The reward is canceled and a refund is being processed.
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Expired
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A reward has expired. See Reissue Promo Links™.
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