VISA and Mastercard
What is the Tango redemption process?
Recipients will be sent an Earned Reward Email directly from Tango. The email will contain a link that will take the recipient to the redemption portal. From there, the recipient needs to fill out a form and provide their information for security purposes.
Recipients will create an account. If they receive other cards, the balance is kept there and the user can manage all cards within their account.
If the recipient wishes to have a physical gift card instead, they can request it through the portal. There is a $3 fee that is subtracted from the total of the card for processing this request. The card is then emailed directly from the card provider to the recipient. Extole support has no visibility into this process if the user requests a physical card.
There is a 4-month expiration on VISA/Mastercard gift cards.
Amazon
When a user receives an Amazon gift card, this is applied to their account. The user needs to log in to their Amazon account and go to the gift cards section.
They can then enter the claim code and select Apply to Your Balance to deposit the funds into their Amazon account.
Amazon gift cards do not have an expiration like VISA/MC cards. Amazon does not share any redemption information with anyone but the owner of the account, which means there is no visibility into redemption.
Most issues with redemption stem from the Amazon account being frozen. The reasons can vary but the most common one is fraudulent activity. If a consumer reports not being able to claim a code they should contact Amazon directly. If the consumer claims the card was previously redeemed, the client will need to file a police report and then request Amazon to launch an investigation. Amazon will then provide redemption information regarding the claim code(s) in question.
Gift Card Cancellation
From time to time you may receive wish to cancel fulfilled rewards. There is currently no way to cancel a fulfilled reward from your My Extole account. The cancellation process must be managed via direct communication with Tango Card at [email protected].
The only items Tango Card can cancel are Reward Links (Tango Card's own custom, recipient choice product) and Visa and MasterCard Prepaid Cards. Please be mindful, however, that there are two conditions under which Visa's service provider will consider canceling a card:
The request to cancel has come directly from the recipient. You'll be asked to forward the email from the recipient showing that they do not want the prepaid card.
The card was ordered by mistake or through fraudulent activity. If the card was ordered by mistake, you'll be asked to provide details on how customer support is being handled. If someone gets a prepaid card and tries to use it and it cannot be redeemed, it becomes a customer service issue for our prepaid service provider. They will want to know what the mistake was and how it is being remedied with the recipient. For example how the recipient will be contacted, the contents of the message, and when.
Visa or MasterCard Prepaid Cards ordered through standard testing or mistakenly sent to the wrong person generally are not approved for cancellation. (The decision is ultimately up to the service provider.) If you need to send a live test order, consider testing in the lowest denomination available, which is $5.00.
To submit a cancellation for either a Reward Link or Prepaid Card, we'll need at a minimum:
Reason for the cancellation
Order Reference ID (i.e.: 118-##########)
Card amount
Card type
Remember that there is a $25 fee per cancelled card, up to a maximum charge of $250 per file request. Any reclaimed funds will be returned to the account from which the order originated.
If you have any other questions about this topic you can view the official cancellation policy document from Tango Card here.