Manage line items

Each line item represents a single gift card, reward, disbursement, or promotional link. A line item contains details about the issued reward—such as the reward brand, unique ID, and value—and may also include recipient information like first name, last name, and email address.

Line items are managed individually, which is especially helpful when a single reward encounters a delivery issue (e.g., an undeliverable email or an incorrect recipient name). An order can contain one or more line items.

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Note:
Orders and line items include sensitive information such as Personally Identifiable Information (PII). PII must be used for internal logging and support only. To protect your users, do not reveal the orders and rewards sensitive information to any other user except the reward recipient.

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Delivery methods

deliveryMethod is a parameter set at the line item level for each individual reward within an order. It allows different items in the same order to use different delivery methods. deliveryMethod is replacing the legacy sendEmail for more flexibility and clarity. sendEmail only appears in the payload.

If the delivery method is not provided, but a recipient address is present, the API sets the deliveryMethod=ADDRESS before processing the order. Some digital cash options may still require a physical address. If deliveryMethod is ADDRESS, then the system expects a valid physical address to fulfill the order. With Resend you can switch delivery method from one type to another, for example, from email to phone, etc.

The following delivery methods are available in Tango API:

Delivery method	Description
NONE	Tango does not deliver the rewards. You are responsible to deliver them to your recipient. This option is similar to `sendEmail=false`.
EMAIL	Tango delivers the reward to the recipient via email. You must include the recipient email. This option is similar to `sendEmail=true`.
PHONE	Tango delivers the reward to the recipient via text message. You must include the recipient phone number. The following validation rules apply: The country code must be included. The number format is +CCCPPPPPPPPPPPP, where C is the country code (1-3) digits, and P is the phone number, up to 12 digits. Only supported in US, Canada, and countries with the country code (+1) and the 10 digits for the phone number. The phone number must follow ITU E.164 format, allowing a maximum of 15 digits including the (+) sign according to the standard compliance.
ADDRESS	Tango delivers the physical rewards via a carriers such as the post office, FedEx, UPS, etc. You must include the recipient address.
EMBEDDED	You must embed Tango's lading page into your application for the rewards to be delivered via embedded page.
EMBEDDED_COMPONENT	This is designed specifically for BHN MyPrepaidCenter cards. They support integration directly within a customer’s application through an embeddable widget, a a tokenized, iframe-based embedded widget in the customer's own UI. This capability is unique to this product line and only works via the API. See Get embedded component.
BULKSHIPMENT	(🚧 Coming soon) Tango provides Bulk Shipment feature for sending physical gift cards in large quantities.
BULKDIGITAL	(🚧 Coming soon) Tango allows sending bulk digital rewards (via email or mobile) to up to 50,000 recipients per order using Tango’s bulk upload templates.
WHATSAPP	(🚧 Coming soon) Tango delivers the reward to recipients via WhatsApp application. The following validation rules apply: The recipient must have a WhatsApp account to receive messages for international and domestic use. The country code must be included. The number format is +CCCPPPPPPPPPPPP, where C is the country code (1-3) digits, and P is the phone number, up to 12 digits. The phone number must follow ITU E.164 format, allowing a maximum of 15 digits including the (+) sign according to the standard compliance.
QRCODE	(Tango portal only) Tango delivers rewards with QR code. QR code must be enabled for your platform first, but it can only be sent via Tango portal. You can use GET to get a list of rewards via Tango API. See Send rewards with QR code to learn how to send eligible rewards with QR code.

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Important activation requirements:

Mobile (text) delivery requires signing the Mobile Delivery Addendum in the Tango portal and confirming compliance with applicable regulations. The text delivery feature is disabled by default. You must have Entire organization access and Platform settings permission. See Enable mobile reward delivery.

QR Code deliverymust be enabled at the platform level. To access platform settings and enable QR code delivery, you must have Entire organization access and Platform settings permission. See Enable QR code reward delivery.

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Note:

Not all UTIDs support all delivery methods. A UTID must include the PHONE attribute to be eligible for text delivery.

Mobile reward delivery only works with some unique Tango identifiers (UTIDs). Each UTID includes attributes such as EMAIL, PHONE, etc., indicating supported delivery methods. A UTID is eligible for text delivery only if its attribute includes PHONE.

The legacy sendEmail=true flag has previously controlled this behavior. However, sendEmail is now deprecated and replaced with deliveryMethod field. sendEmail only appears in the payload. If an original reward was delivered via EMAIL, you can choose to resend using PHONE or QR code. To learn more about resending rewards, see how to Resend a line item.

Delivery status

Delivery status tracks the physical and digital transport of the reward to the recipient. Think of it as shipment tracking which tracks how the reward reaches the recipient. Delivery status is separate from order fulfillment. A line item can be COMPLETE (reward generated) but delivery status FAILED (couldn't reach recipient), in which case you'd need to resend using the corrected delivery details.

When delivery fails, you don't lose the reward or your funds. The reward still exists. You resend it using corrected recipient details (new email, phone, or address). Use the Resend line items endpoint to redeliver with updated information.

The following delivery statuses are available in Tango API:

API Delivery status	Email	SMS/Text	Physical mail
DELIVERED	The recipient’s email server accepted the message. The reward email was successfully delivered.	The reward message was successfully delivered to the phone and confirmed by the carrier.	The physical reward was sent to the recipient’s address.
NOT-DELIVERED	The email was not delivered because sending email was not attempted, typically when `sendEmail=false`.	n/a	n/a
PENDING	The email server has attempted delivery, but there is no final result yet. Check later for DELIVERED or NOT DELIVERED.	The reward is ready, but text delivery has not started yet.	The reward is ready, but it has not shipped yet.
SENT	The email was sent successfully, final delivery (acceptance by recipient server) is not yet confirmed.	n/a	The fulfillment provider has handed the item off for outbound shipping, but it is not yet in transit confirmation.
DEFERRED	Email delivery is temporarily delayed due to a transient issue (e.g., mailbox busy). Tango continues retrying for up to 72 hours.	n/a	n/a
DROPPED	The email message was rejected before sending. Resend the reward to an alternative email address.	n/a	n/a
BOUNCE	The recipient's email server rejected the message after sending (e.g., invalid or nonexistent address). Use resend with a corrected email address.	n/a	n/a
BLOCKED	The email was blocked by an ISP or messaging organization. Ask the recipient to safelist the sender and review the email template for spam triggers before resending.	The message was intentionally blocked—typically due to recipient opt‑out, carrier or compliance restrictions, sender/account issues, or prohibited content—and will not be delivered or retried unless the underlying cause is resolved.	The mail was blocked—typically due to address issues, recipient restrictions or opt‑outs, payment/postage problems, compliance violations, or sender account blocks—and will not proceed unless the underlying issue is corrected.

Line item status

Line item status tracks whether a reward was successfully created and provisioned. Once the reward is generated, the line item's job is done—the reward then has its own separate lifecycle. See Reward status. Use the line item status query parameter to filter orders by the status of their individual line items. Note that this parameter is different from the order status parameter. Line item status refers to the status of individual items within an order, while order status refers to the overall status of the entire order. See more about Order status.

The following line item statuses in an order are available in Tango API:

Line Item status	Description
COMPLETE	The reward for this line item has been successfully created and is ready for delivery and redemption. For Printed Reward Links, the reward has been printed and mailed and is expected to arrive within 7–10 business days. For digital rewards, the reward has been delivered successfully. For Printed Reward Links, the line item has been mailed and is expected to arrive within 7–10 business days. The line item email has been successfully sent to the recipient's email address.
PENDING	The rewards will be processed and delivered within one (1) business day/ on the following business day. Once delivered, the order status changes to Complete.
FAILED	The line item has failed to be sent due to a potential error. See Orders and Reports FAQ .You are refunded for the reward’s value. We recommend placing a new order to ensure your reward is still sent. For more information on brand outages and deprecation see our Tango Rewards Status page, or email [email protected]. Make sure to include the Reference Order ID of your failed order.
DELETED	The line item has been removed from the system and may not appear in standard queries or reports. It cannot be reactivated or modified or restored once deleted. The reason may be legal compliance requirements, account management cleanup, etc.
CANCELED	The line item has been canceled and cannot be resent to the recipient. The funds have also been refunded for this line item. Place a new order if needed.
RETURNED	The line item has been sent back or reversed after initial fulfillment. This status applies when a reward that was previously delivered is returned to Tango. It occurs when a reward that was successfully delivered gets sent back or reversed due to delivery issues, recipient actions, or fraud detection.

Reward status

Reward status tells you whether the delivered reward is functional, redeemable, frozen, deleted, or migrated. You use reward status to answer: Can the recipient redeem it now, has it already been redeemed, or do I need to freeze/cancel it?

The following reward statuses are available in Tango API:

Reward status	Description
ACTIVE	The reward is issued, valid, and available for the recipient to use. This is the normal usable state of a reward. (Aligned with Tango’s description that reward status shows if a reward is available for use.)
INACTIVE	The reward exists but is not currently usable. This may occur before activation, after administrative actions, or when awaiting another system event.
DELETED	The reward record has been removed from active use. Usually appears when the reward object is no longer valid or stored in active systems.
SUSPENDED	The reward has been temporarily disabled, typically due to risk review, account issues, fraud concerns, or manual admin action.
CANCELLED	The reward was intentionally voided before or after delivery, making it unusable. Similar concept to “cancelled” statuses in orders and line items.
PROCESSING	The reward is not yet fully created; Tango is still generating or provisioning the reward. Similar to “pending” during line item processing.
FAILED	The reward could not be successfully generated—an internal failure similar to a failed line item (e.g., payment issue, inventory issue, technical error). Tango uses “failed” in line item statuses for undeliverable transactions.
FROZEN	The reward has been manually or automatically locked and cannot be redeemed. Freezing is a fraud‑prevention or issue‑resolution state. Reward status indicates when a reward is not available for use.
CANCELED	Same meaning as cancelled (American spelling vs. British spelling). Indicates the reward is void and unusable. Both may appear depending on system source.

Email status

Email status tracks whether the reward email reached the recipient's inbox. It shows whether the email was sent (SENT), received (DELIVERED), why it failed to arrive (BOUNCED, BLOCKED, DROPPED, DEFERRED), was never attempted (NOT DELIVERED — when sendEmail=false).

The following email statuses are available in Tango API:

Email status	Description
DELIVERED	The email is delivered. The email can only be sent if `sendEmail= true`.
NOT DELIVERED	The email is not delivered. An email cannot be sent if `sendEmail=false`. If `sendEmail=false` , the reward can’t be resent since there is no original email. We suggest requesting a different email address from the recipient to which you can resend the reward. You can resend a reward email to a new email address for the same recipient. See Resend a specific order for rules and exceptions.
PENDING	Our email server has attempted to deliver the reward email. If an order is showing Processed as its most recent status, wait a few minutes and check again for a Delivered or Not Delivered status.
SENT	The reward email is sent successfully to the recipient's email address. The email may have arrived in the recipient’s mailbox, but we haven't received confirmation from the recipient's email server that the email is received.
DEFERRED	The reward email cannot be delivered immediately, and it hasn’t been completely rejected. We will continue to try for 72 hours to deliver a deferred message.
DROPPED	We were unable to deliver to this recipient. Resend reward email to an alternative email address. See Resend a specific order for rules and exceptions.
BOUNCE	The recipient's email server cannot deliver the email to the email address entered. Use Resend to send it to a new email address for the same recipient. See Resend a specific order for rules and exceptions.
BLOCKED	The email is blocked by an Internet Service Provider (ISP) or messaging organization. We recommend trying the following troubleshooting techniques before resending the reward email: Ask the recipient to add the reward sender address to their email safelist. Review your email template for spam triggers — avoid excessive punctuation (e.g., $$!!) and promotional language in subject lines.