Cancel and reissue rewards

You can self‑cancel or cancel and reissue a fully unredeemed Choice product (Reward Link®, Global Choice Link, Promo Link™, and Disbursement Link) once within five (5) calendar days of the initial send. The five‑day window may be customizable. Contact your Customer Success Manager (CSM) or email success@tangocard.com with questions.

When you cancel a reward, the original reward will be permanently canceled and become unredeemable. The funds are returned to the Tango account that originally ordered the reward. Has the five-day window passed? Our general Tango Cancellation Policy outlines how to cancel rewards after the allowable timeframe has expired.

 

 

When to cancel a reward?

Check out the following use cases:

Problem	Solution
You entered the wrong recipient email address	As long as the Reward Link remains fully unredeemed, and you are within the five‑day window from the initial send, you can: Freeze and unfreeze rewards and investigate. See Freeze and unfreeze rewards. Cancel reward to return the funds to your Tango account. Cancel and reissue reward to send a new reward to the correct email address.
Your recipient didn’t complete a requirement	As long as the Reward Link remains fully unredeemed and you are within the five‑day window, you can use the Cancel reward action to refund the funds back to your Tango account.
The reward value is incorrect	As long as the Reward Link remains fully unredeemed and you are within the five‑day window from the initial send, you can: Freeze and unfreeze the reward and confirm the intended amount. See Freeze and unfreeze rewards. Unfreeze the reward if the original amount was correct. Cancel and reissue reward to send a new reward to the recipient with the updated 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

Use reward cancellation when you need to revoke a reward and return funds to your Tango account, for example, if a reward was sent to the wrong person, the wrong email address, or in the wrong amount. Canceling a reward permanently revokes it, and the recipient immediately loses redemption access. The full reward amount returns to the issuing Tango account, subject to brand-specific rules or timing. Cancellation is only available for rewards that have not yet been redeemed. 

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 a reward if a correction needs to be made. Using Cancel and reissue reward permanently cancels the original reward and generates a new one, allowing you to update the delivery type, reward amount, and recipient information.

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.

---

More resources

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