Freezing a reward allows you to investigate errors or concerns. With Tango, you can freeze and unfreeze a fully unredeemed Reward Link® up to a maximum of five (5) calendar days after the reward is issued. The five-day window may be customizable.
A reward can be frozen and frozen as many times as necessary as long as it’s within a valid timeframe after the original date of issuance. Once a reward is frozen, the system will automatically unfreeze it after 48 hours if no other action is taken.
For cancellation, refer to Tango Cancellation Policy. To freeze a reward after the allowable time, contact your Customer Success Manager (CSM) or success@tangocard.com.
Note:
- You can only freeze and unfreeze fully unredeemed Reward Links®, Promo Links™, and Disbursement Links.
- You cannot freeze and unfreeze Printed Reward Links or Direct Brand gift cards.
- With Promo Links, freezing the reward does not move the expiration date. See Reissue Promo Links.
- Freeze and unfreeze can occur on different dates after a reward is issued as long as each action falls within the allowable time windows.
- You must have the correct permissions to freeze and unfreeze a reward.
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 freeze 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 up to five days to:
|
| 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:
|
Required permissions to freeze and unfreeze rewards
Before you continue, make sure the user permissions on your Tango account match the following list at the least:
|
Component |
Permission |
|---|---|
| Order History | On |
| Individual Order History | Manage |
| Freeze reward | Manage |
Click here for more information about Default user roles in Tango portal.
Freeze and unfreeze rewards
When you freeze a reward, it locks and prevents it from being redeemed temporarily while you are trying to investigate the issue. Unfreeze a frozen reward within the allowable time window to allow the recipient to redeem the reward. If you do not take further action with the frozen reward within 48 hours of freezing it, the system will automatically unfreeze it. See Automatic unfreeze by the system for more information.
To freeze a reward:
- Sign in to the Tango portal.
- Navigate to
Orders on the left menu.
- Click the Line Items tab.
- Search, filter, or scroll to find the reward in the list.
- Click anywhere on the row to view the line item details.
- Click Actions > Freeze reward.
- Select a reason and click Freeze reward. The reward is locked and cannot be redeemed until it becomes unfrozen.
To unfreeze a reward:
- Sign in to the Tango portal.
- Navigate to
- Click the Line Items tab.
- Search, filter, or scroll to find the reward in the list.
- Click anywhere on the row to view the line item details.
- Click Actions > Unfreeze reward.
- Select a reason from the drop-down list and click Unfreeze reward to confirm.
Automatic unfreeze by the system
If you forget to unfreeze a reward, the system automatically unfreezes it 48 hours after the reward is frozen. You can change the default 48-hour window to a 24-hour window per your business needs. Contact your Customer Success Manager (CSM) or success@tangocard.com for help. Email reminders are sent to the user who initially froze the reward 24 hours after the freeze, and then eight (8) hours, and two (2) hours prior to the automatic unfreeze.
Once the reward is automatically unfrozen, you will receive an email notification.
If you must continue to freeze this reward after it’s unfrozen, for any valid reason such as fraud investigation, follow the freeze process above to manually freeze it. You can freeze a reward as many times as necessary within the allowable time window.
If you freeze a reward and the end of the 48 hours fall outside of the five day self-cancellation window, you will still be able to manually unfreeze the reward at any time up until the automatic unfreeze at the expiration of the 48 hours. Once unfrozen, however, if you are outside of the 5-day window from issuance, you will be unable to self-cancel the reward even if the freeze period started prior to the 5-day window expiring.
Notes:
- You can manually unfreeze a reward if it's outside the five-day window and before the 48-hour window of automatic unfreeze ends.
- You cannot self-cancel a reward outside the five-day window. For a valid reason to cancel outside the five-day window or discuss the issue, contact your Customer Success Manager (CSM) or success@tangocard.com.
- For the general cancellation policy, refer to Tango Cancellation Policy.
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