Here are the most frequently asked questions about ordering or sending a reward with Tango:
Q: How do I send rewards with Tango?
Using Tango portal, you can send rewards in two ways:
To explore other methods and solutions, see Place orders in Tango.
Q: How do I send multiple rewards in bulk?
To send multiple rewards in a bulk order, you need to:
- Download the bulk order template for email or mail delivery.
- Enter the rewards and recipients information to create a bulk order file.
- Upload your bulk order file back to the Tango portal. The rewards are added to your cart.
See Send bulk rewards with Tango.
Q: What email address is used to send rewards to recipients?
Rewards are sent from noreply@tangocard.com. We recommend recipients check their spam folders and make sure there are no filters blocking messages from noreply@tangocard.com.
Q: How do I know what method is used to send my reward?
Below is a list of identifiers that appear at the beginning of each reward's Order ID. To learn different ways to send rewards with Tango, see Place orders in Tango.
|
Identifier
|
Description
|
|---|
| RG | The rewards are sent through Tango portal by email or mail delivery. |
| BE | The rewards are sent through Blast External (BE) or bulk upload for 15-50,000 recipients per order. |
| RA | The rewards are sent through Tango API (RaaS® API). Note that Tango API users see the two-letter identifiers when they use one of the following endpoints:
GET {URI}/lineItems under "OrderSource"GET {URI}/orders/{referenceOrderID} under "orderClientSource"
For example in GET {URI}/lineItems"orderSource": "RA" the order source is returned as Tango API, and in GET {URI}/orders/{referenceOrderID}"orderClientSource": "SF" the order source is returned as Salesforce. |
| CI | Codes Internal (CI) is when rewards are sent manually by the Tango Orders team. Contact your Customer Success Manger (CSM) or success@tangocard.com if you are interested in working with the Tango Orders team to send rewards. |
| QW | Rewards Links are sent via Qualtrics (QW) or Tango integration. Contact your Customer Success Manger (CSM) or success@tangocard.com if you are interested in integrating Tango with Qualtrics. |
Q: Can I modify the columns in a bulk order template?
No. Do not add, remove, or change any of the existing columns in the bulk order template.
If the columns in a bulk order template is changed, you cannot upload the file to Tango successfully, or add rewards to your cart. Enter text into the Required and Optional fields of the bulk order template only. See Send bulk rewards with Tango.
Q: Can I mix brands in the same bulk order template?
Yes. You can mix brands in the same bulk order template as long as they have the same delivery type. The rewards must be either digital such as: Choice products (Reward Link®, Promo Link, and Disbursement Link), gift cards, and cash equivalent options, or physical (Printed Reward Links). Don’t include both email delivery and mail delivery UTIDs in the same bulk order file or upload.
Q: Where do I see the Notes field in the recipient's reward email?
The Notes field (when sending rewards) and Customer Notes (in the bulk order upload file columns) are internal. End recipients won't see the note field in their reward email. See Send digital rewards with Tango and Send bulk rewards with Tango.
Q: Can I schedule my rewards to be sent at a later date?
No, the feature to schedule a reward order for later is not currently available in the Tango portal.
However, you can fill out a bulk order template ahead of time, and upload it when you'd like to send the rewards. Learn more in Send bulk rewards with Tango.
Q: Can I send rewards by text instead of email?
No, currently Tango doesn't support the option to send rewards by text or SMS. The only delivery options available in Tango portal at this time are email and mail.
Q: Can I send physical cards instead of digital rewards to my recipients?
Yes. You can redeem rewards for physical cards in two ways:
- A Reward Link® with physical redemption options can be sent digitally to recipients and allows them to redeem their reward for a digital or physical gift card.
- A Printed Reward Link with physical redemption options can be sent to recipients through the mail. It'll include instructions for redeeming a digital or physical gift card.
If you're interested in adding either of these options to your Tango catalog, or to discuss other physical reward offerings, contact your Customer Success Manager (CSM) or success@tangocard.com.
Q: Are there any fees to resend rewards?
No. There are no additional fees to resend rewards. When you resend a reward, the same reward information is sent to the recipient. You can send it to a new email address if needed. There are no fees for this service. Learn more in Resend reward emails.
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.
Q: Can I customize what brands a recipient can redeem with their Reward Link?
Yes. we can help you create a custom Reward Link. For a one-time $450 fee, a custom Reward Link lets you customize your gift card redemption catalog as well as a custom redemption page, verbiage, and brand imagery. Learn more in Customize your Reward Link.
If you're interested in getting started with your own custom Reward Link, contact your Customer Success Manager (CSM) or success@tangocard.com.
Q: Can I still cancel, or cancel and reissue the reward past the five (5) days allowed?
No. You cannot self-cancel a reward outside the five-day window. Contact your Customer Success Manager (CSM) or success@tangocard.com with a valid reason for cancellation. For our cancellation policy, refer to Tango Cancellation Policy.
Q: Why can’t I cancel or cancel and reissue a reward even if I just issued it?
Check your permissions in Required permission. You must have the right permissions to cancel or cancel and reissue. Also, you can only cancel or cancel and reissue fully unredeemed Reward Links, Promo Links, and Disbursement Links. You cannot cancel direct brands or open loop cards.
Q: I ordered the wrong currency. Can I cancel and reissue the reward with the correct currency?
No. You can only reissue the same reward with a different amount, email, or recipient name. A different currency can’t be reissued in the same instance. Cancel the wrong currency order and then create a new order with the correct currency.
Q: Can I cancel a Promo Link if it has been activated?
Yes. However, you can only cancel and reissue the first issuance of a Promo Link.
Q: What type of rewards can I cancel?
You can cancel or reissue fully unredeemed Reward Links, Promo Links, and Disbursement Links.
Q: I have permission to cancel the reward and I’m still within the allowed timeframe, but it’s not allowing me to cancel and reissue.
You can only cancel fully unredeemed Reward Links, Promo Links, and Disbursement Links. You cannot cancel or reissue Printed Reward Links, direct brand gift cards, or open loop cards.
Q: I have frozen a reward to investigate and I noticed an error on day six (6). Can I still cancel the frozen reward?
No. You cannot self-cancel a reward outside the five-day window. Contact your Customer Success Manager (CSM) or success@tangocard.com with a valid reason for cancellation.
Q: I have frozen a reward. Can I manually unfreeze it after five (5) days?
Yes. Once a reward is frozen, you have 48 hours before it will automatically unfreeze. If you freeze the reward on the fifth day after issuance, you will still have two full days to manually unfreeze the reward, or you can wait for the automatic unfreeze on day seven.
Q: Can I cancel a Promo Link that has been activated?
Yes. However, you can only cancel and reissue the first issuance of a Promo Link.
Q: Is there a limit to how many times I can request cancellations?
No. We currently have no limits in place but we reserve the rights to refrain from cancellation if we suspect the feature is being abused. See Tango Cancellation Policy.
Q: If I freeze a reward due to potential fraud, do I still get the standard two (2) days to investigate?
A freeze will automatically unfreeze in two (2) days, regardless of the reason. If you suspect fraud, we recommend to cancel the reward altogether as Freeze provides a short time to investigate. If you need more than two (2) days to investigate, Contact your Customer Success Manager (CSM) or success@tangocard.com for more help. See Tango Cancellation Policy.
Q: Can I freeze or cancel rewards in bulk?
No. You cannot freeze or cancel in bulk.
Q: Following a reward cancellation, do I see the funds back to my account immediately?
Yes. If you cancel through Tango portal, the funds are immediately refunded to your account. A cancellation through Customer Success Manager (CSM) can take up to 30 days to see the refund in your account.
If you reissue another reward with a greater value, the order fails unless you have sufficient funds in your account.
Q: Is the recipient notified when a reward is frozen or cancelled? What happens if the recipient tries to redeem a frozen or canceled rewards?
No. The recipient is NOT notified about a frozen or canceled reward in advance. However, when the recipient tries to redeem the reward, a message notifies them that the reward has been frozen or cancelled. They are required to contact the sender for more questions.
Q: Can I see which Tango user has frozen, cancelled, or reissued a reward?
Yes. As a Tango user with the right permission, you can see which user has frozen, cancelled, or reissued a reward. See History details under Orders > Line Items tab in Tango portal. See View Reward Link redemption history.
Q: Can I cancel and reissue or freeze and unfreeze rewards using Tango API?
No. The cancel and reissue or freeze and unfreeze are currently only available via Tango portal.
Q: Can I change the five-day window for freeze, cancel and reissue?
No. You cannot change the number of days. Contact your Customer Success Manager (CSM) or success@tangocard.com for more questions.
Q: When I freeze a Promo Link, do I pause the expiration date?
No. The expiration date still stands and the reward link will expire as scheduled.
Q: Where do I see the reward status for expired Promo Links?
There is a dedicated Status column to show the reward status of an order or line item. If a Reward is expired the Reward Status will reflect Expired within the line item. Upon selection of the line item, the user will be able to view the expiration date with the Reward Details. See Reissue Promo Links™.
Q: Can I freeze or cancel and reissue a Promo Link that is reissued once but expired?
No. Once a Promo Link expires, we deduct 25% of unredeemed funds of an expired Promo Link and return the rest. If reissued, however, we charge $0.25. The reissue must be sent to the same person. There is no time limit to when a Promo Link can be reissued. A Promo Link can be reissued up to 5 times. A new redemption URL is issued with each new issuance.
Q: When I cancel and reissue a Promo Link does it count against the maximum number of reissues?
No. It does not.
Q: Is there a fee to reissue a Promo Link?
Yes, reissuing a Promo Link that’s expired costs the same amount as sending a new one: The face value of the card plus a $0.25 issuance fee. For example, a $100 Promo Link costs $100.25 to reissue.
Q: When I cancel and reissue a Promo Link, do I get a brand new Promo Link that doesn't share the expiration history with the original one?
No. The new Promo Link has a new expiration date, but it has a link to the original issuance of the Promo Link.
