Managing Fulfilled Tango Choice Rewards: Resend, Reissue, Cancel & Freeze

There are four things you can do to a reward fulfilled as Tango Choice Product:

• Resend — re-send the same reward link, optionally to a corrected email address.
• Reissue — cancel the original link and issue a new one with corrected details (amount, reward type, or recipient).
• Cancel — void the reward and return the funds to your reward balance.
• Freeze / Unfreeze — temporarily block or restore redemption while you verify or investigate.

The most common case: an advocate's email was wrong, or they never got the reward. As long as the reward has not been redeemed yet, you can fix that yourself with Resend (see the walkthrough below).

Where to find these actions

Rewards & Payments > Transactions > Rewards tab — for rewards issued through the Rewards system. Select a single Tango reward-link row and the action buttons appear in the table toolbar. 

You must select exactly one gift card reward for the buttons to appear. They will not show if you select zero rows or multiple rows.

Which action do I need?

Before you begin: when these actions are available

These actions only apply to gift card / reward-link rewards (Tango Choice rewards). They do not apply to storefront, portal, coupon, direct-payment, or other reward types. A few rules decide whether each button shows:

• The reward must not be redeemed yet. Once an advocate redeems the reward link, the funds are claimed and it can't be resent, reissued, cancelled, or frozen.
• Cancel, Reissue, and Freeze/Unfreeze are only available within 5 days of the reward being issued. Resend has no time limit (as long as the reward is unredeemed).
• Reissue is not available for major direct brands (for example Amazon, Apple, Target) or for prepaid Visa/Mastercard cards. For those, use Resend to fix delivery, or Cancel to void and start over.
• Reissue is blocked while your company's payouts are frozen.
• You need the Change Reward permission.

Don't see the button you expected? It's almost always one of the reasons above: the reward was already redeemed, it's older than 5 days (for Cancel / Reissue / Freeze), it isn't a gift card reward, you don't have the Change Reward permission, or you have more or fewer than one row selected. When a reward is redeemed or past the 5-day window, only Resend remains available.

Every action asks for a reason (a dropdown, plus a free-text note if you choose "Other"). The reason is recorded in the reward's history for auditing.

Resend a reward (and correct the advocate's email)

This is the fix for the most common support case: the advocate's email was wrong, or they didn't receive the reward, and it hasn't been redeemed yet.

1. Go to Rewards & Payments > Transactions and open the Rewards tab.
2. Find the reward (you can search by the advocate's name or email). Tick the checkbox on that single reward-link row.
3. Click Resend in the toolbar.
4. To re-send to the same address: leave the email option unchecked and confirm. The advocate gets the reward link again at the address on file.
5. To correct the address: tick Update email, enter the correct email, choose a reason (for example "Incorrect delivery info"), add a note if you picked "Other", then submit.

The advocate receives a fresh branded email containing the same reward link at the corrected address, and their contact email is updated on file so future rewards go to the right place.

The reward link itself doesn't change on a resend — it's the same value and same code, just delivered again. If the advocate has already redeemed it, resending won't help because the funds are already claimed.

Reissue a reward

Use Reissue when the reward went out with the wrong details and needs to be replaced with a corrected one.

1. Select the single reward-link row (Rewards tab or Payment History).
2. Click Reissue.
3. Update any of: amount, recipient name, recipient email, and add an optional note. Choose a reason.
4. Submit. The original link is cancelled and a new link is sent to the recipient.

Reissue is the right tool when the value or reward type was wrong. If only the email was wrong, use Resend instead — it doesn't issue a new reward and doesn't incur a fee.

Cancel a reward

Use Cancel to void a reward that shouldn't have been sent.

1. Select the single reward-link row.
2. Click Cancel, choose a reason, and confirm.

The link is voided, the funds are returned to your reward balance, and the reward moves back to Pending. From there you can re-approve and re-fulfill it, or leave it.

Freeze / Unfreeze a reward

Use Freeze to temporarily block redemption, for example while you verify an order or investigate possible fraud.

1. Select the single reward-link row.
2. Click Freeze (or Unfreeze if it's already frozen), choose a reason, and submit.

A frozen reward shows as On Hold and can't be redeemed. Unfreeze restores it to Fulfilled.

Frozen rewards automatically unfreeze after 48 hours if you don't unfreeze them manually.

Troubleshooting common situations

Auditing and status

Every resend, reissue, cancel, freeze, and unfreeze is logged with who performed it, when, and the reason. Select the reward transaction and scroll below for the reward's status history log.