At Tango Card, we understand errors happen. Accordingly, we provide the ability to cancel cards in limited circumstances. Our cancellation policy outlines these scenarios and provides best practices for error-proofing your order process. 

Please note that although we do our best to fulfill cancellation requests, cancellations are never guaranteed.

  • Note: The Tango Card Cancellation Policy applies to both issued digital cards and code pull purchases.

Cards that can be cancelled

The following cards can be cancelled if they have not been redeemed by your end-recipient:

  • Reward Links
  • Visa Prepaid Cards and MasterCards

Note: All direct merchant and retail brands are final sale, and can't be returned, cancelled, or exchanged.

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Cancellation Fees

There is a cancellation fee of $25 per card up to a maximum of $250 fee per order.

Cancellation fees will be deducted from the total cancelled card amount, and the remainder will then be returned to you Tango Card Account.
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Information Needed to Request a Cancellation

If you wish to cancel a reward, please reach out to your Customer Success Manager or success@tangocard.com with the following information -

  • Reason for cancellation
  • Reference Order ID or Order ID (ex. RA170418-4138-60 or 117-XXXXXXXXXX)
  • Card Type
  • How you plan to communicate the cancellation to your end-recipient

Your Customer Success Manager will then submit a Cancellation Request. Please note, we can't guarantee the cancellation of rewards.
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Where to Find the Reference Order ID or Order ID

Rewards Genius Customers -

  • Reference Order IDs (Ref Order ID or Line Item ID) can be found by clicking on the Order History tab in your Navigation Bar on the left side of your dashboard. Click here to learn more about how to search for a previously placed order.

API Customers -

  • Order IDs are returned with all successful order calls; please refer to the JSON response.

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Best Practices to Avoid Cancellations

Knowing the country your end-recipient resides in

  • Each reward has an intended country and local currency. Verify this information matches where your recipients are located.

Reward Amount

  • Enter the reward amount in the currency in which the card issued. Double check each order before submitting. 
  • Tango Card doesn't make currency conversions once an order has been submitted.

API Customers

  • Create a checkbox or message in the UI that states the selection is final and require users to check the box before completing a transaction.


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