Cancel and reissue rewards

You may need to cancel or cancel and reissue a reward soon after issuing it. We make the process for self-cancellation quick and easy. In fact, you can self-cancel or reissue an unredeemed Reward Link® only once within the five calendar days of sending it. The funds from a cancelled rewards are reissued back to the Tango account from which the reward was originally ordered.

Has the five-day window passed? Our general Tango Cancellation Policy outlines how to cancel rewards after the allowable timeframe has expired.

 

See how you can Send digital rewards with Tango. To learn about the Line Items tab, refer to our document View Line Items in Tango Orders.

When to cancel a reward?

Check out the following use cases:

 

Problem	Solution
You entered the wrong recipient email address	Did you send a Reward Link to the wrong person? As long as the Reward Link remains fully unredeemed, you have five days to: Freeze and investigate what happened. See Freeze and unfreeze rewards. Cancel the reward. Cancel and reissue a new reward with the correct email address.
Your recipient didn't complete a requirement	After receiving their Reward Link, the recipient failed to attend and, therefore, was not eligible to receive the reward. As long as the Reward Link remains fully unredeemed, you have up to five days to cancel and refund the reward back into your account using the Cancel reward action.
The reward value is incorrect	After receiving their Reward Link, a recipient claims their reward amount was wrong. As long as the Reward Link remains fully unredeemed, you have up to five days to: Freeze the reward and confirm the intended amount within the five-day window of issuance. See Freeze and unfreeze rewards for more information. Unfreeze the reward if the correct amount was sent originally. Cancel an reissue a new reward to the original recipient with the updated correct amount.

​​​​​Required permissions to cancel and reissue rewards

Before you continue, make sure the user permissions in your Tango account match the following list at the least:

 

Component	Permission
Order History	On
Individual Order History	Manage
Cancel Reward	Manage
Reissue Reward	Manage

Click here for more information about Default user roles in Tango portal.

Cancel rewards

When you cancel a reward the funds are sent back to the issuing account and prevents the recipients from redeeming the reward permanently. You can only cancel the first issuance of a Promo link. If a Promo Link has expired and been reissued at least once, it can’t be cancelled or cancelled and reissued.

To cancel a reward:

1. Sign in to the Tango portal.
2. Click  Orders on the left menu.
3. Click the Line Items tab.
4. Search, filter, or scroll to find the reward in the list.
5. Click anywhere on the row to view the line item details.
6. Click Actions > Cancel reward.
7. Select a reason and click Cancel reward.

Cancel and reissue rewards

You can cancel and reissue rewards if a correction needs to be made. With cancel and reissue, the reward is permanently canceled and a new reward is generated allowing you to correct the recipient’s name, email address, and reward amount.

To cancel and reissue a reward:

1. Sign in to the Tango portal.
2. Click Orders on the left menu.
3. Click the Line Items tab.
4. Search, filter, or scroll to find the reward in the list.
5. Click anywhere on the row to view the line item details.
6. Click Actions > Cancel and reissue reward.
7. Select a reason from the drop-down list, and make the reward corrections if needed.
8. Click Cancel and reissue reward.
   Check the Line Items tab. The original reward is canceled, and a new reward with the desired updates is reissued in its place.

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More resources

• Send digital rewards with Tango
• Send rewards FAQs
• Default user roles in Tango portal
• Tango Cancellation Policy
• Reissue Promo Links