Reward Cancellation and Replacement Policy

We understand errors happen. We provide the ability to cancel and/or replace Rewards in very limited instances.

I. Key Principles of Our Policy:

  1. If Tango Card has made an error, we will remedy that error at no cost to the Client or the Recipient.

  2. If a Reward has been delivered to a Recipient, that Reward is the Recipient’s property. Without the Recipient’s written (email) consent, neither the Client or Tango Card can do anything to cancel that reward; that would be theft of the Recipient’s property.

  3. Unless a Reward expressly states that it has an expiration date (such as a Promo Link), Tango Card remains liable to the Recipient for the redemption of that Reward. A Client may not redeem for itself, or send to another Recipient, an unredeemed Reward that has been delivered to a Recipient. Doing so will be grounds for termination of our service agreement, in addition to other remedies we may seek.

  4. Clients may never redeem a Reward for themselves, even though they paid for it. Our Rewards products must be used in support of a Client’s incentive program. If a Client has purchased Rewards, but never delivered them (e.g., through a bulk code purchase), and desires to return them to us for a refund, please refer to the “Replacement of Rewards” section of this Policy.

II. Eligible Rewards:

  1. Reward Link and Prepaid Visa and MasterCard may be cancelled and/or replaced, provided that the Reward has not been delivered to the Recipient, redeemed, or partially used.

  2. No direct merchant or retail branded Rewards may be cancelled.

III. Cancellation and Replacement of Rewards

Under certain limited circumstances (described below), Tango Card will attempt to cancel Rewards at the Client’s request. For many reasons, we do not guarantee successful cancellation.

In some circumstances (described below), Tango Card may replace a Reward at the Client’s request.

In most cases, cancellation and/or replacement will require the payment of a Service Fee (defined below).

III.A. Reasons cancellation may be requested:

III.A.1. Error

  • By Tango Card: As stated above, Tango Card will correct at its cost any error that it makes in the processing and delivery of a Reward (provided that Tango Card’s error was not caused by the Client). This includes sending a corrected replacement Reward.

  • By Client: A Client error in ordering is the responsibility of the Client. If the Reward has not been delivered to a Recipient, Tango Card will cancel it at Client’s request. Tango Card will refund that amount to the Client. This service is subject to a Service Fee.

  • By Recipient: A Recipient error in the redemption process is the responsibility of the Recipient. A Recipient request to re-issue a Reward must come from the Recipient and be approved by the Client and will be addressed in the Replacement section below, as there does not appear to be any reason a Recipient would request to simply cancel a Reward without also requesting a Replacement.

III.A.2. Fraud

  • Against Tango Card: This is treated the same as Tango Card’s error.

  • Against Client or the Intended Recipient: If a “Recipient” has obtained a Reward fraudulently (hacking the Client or Intended Recipient), we do not recognize the fraudulent Recipient’s property interest in the Reward and will attempt to cancel, once credible evidence of fraud is presented to us. This service is subject to the Service Fees.

  • By Recipient: If the Intended Recipient is in fact a fraudster (e.g., did not legitimately earn the Reward), this would be treated as Fraud Against Client. We do not recognize the fraudulent Recipient’s property interest in the Reward and will attempt to cancel, once credible evidence of fraud is presented to us by the Client. This service is subject to the Service Fees.

III.B. Reasons replacement may be requested:

III.B.1 Error

  • By Tango Card: Replacement of Rewards that are defective, were not delivered to the intended Recipient, or were issued in a wrong currency or amount, will be replaced by Tango Card at its cost, if due to Tango Card’s error.

  • By Client: At Client’s request, and subject to payment of a Service Fee, Tango Card will replace Rewards that were issued in a wrong Reward type, currency, or amount, due to the Client’s error. Note that this does not include the cancellation of the original Reward; Client will have to fund the replacement Reward. If a Reward has been delivered to a Recipient in error, Tango Card will attempt to cancel the original Reward and refund that amount to the Client, subject to (i) Recipient’s written (email) consent, and (ii) being satisfied that no indication of Recipient or Client fraud are present.

  • By Recipient: A Recipient error in the redemption process is the responsibility of the Recipient. A Recipient request to re-issue a Reward must come from the Recipient and be approved by the Client. At Client’s request, and subject to payment of a Service Fee, Tango Card will replace a Reward that was selected in error by the Recipient. Note that this does not include the cancellation of the original Reward; Client will have to fund the replacement Reward. Tango Card will attempt to cancel the original Reward and refund that amount to the Client, subject to (i) Recipient’s written (email) consent, and (ii) being satisfied that no indication of Recipient or Client fraud are present.

III.B.2. Fraud

  • Against Tango Card: This is treated the same as Tango Card’s error.

  • Against Client or Intended Recipient: See Cancellation above for same scenario. If Tango Card is able to cancel a fraudulently obtained Reward, we will replace the original Reward to the Intended Recipient. If we cannot cancel the original Reward, we will replace it at Client’s request and cost. Replacement is subject to a Service Fee.

  • By Recipient: See Cancellation above for same scenario. If Tango Card is able to cancel a fraudulently obtained Reward, we will replace the original Reward to the Intended Recipient. If we cannot cancel the original Reward, we will replace it at Client’s request and cost. Replacement is subject to a Service Fee.

IV. Service Fees:

  • Per Reward cancellation and/or replacement: $25


  • Maximum cancellation fee: $250 per order

Fees are deducted from the total cancelled card amount, and the remainder is then returned to Client’s Tango Card account.

Information needed to cancel a card:

Send this information to your customer success manager:

  • Reason for cancellation


  • Order ID (examples: 117-XXXXXXXXXX or RA170418-4138-60)

  • Reward amount


  • Reward type

Your customer success manager will submit this information for approval to the appropriate brand. Please note that we can’t guarantee cancellation of rewards.

Where to find the Order ID:

Blast customers

Order IDs can be found in the “Processed Files” folder in Sharefile.

API customers

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

Best practices to avoid cancellations:

Country

Each card has a primary country and local currency. Verify this information matches where your end recipients are located.

Reward amounts

Enter the amount in the currency in which the Reward is issued. Double check each order before submitting. Treat each Reward as cash.

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. Require users to check the box confirming their selection before completing a transaction.

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