Each line item represents a single gift card, reward, disbursement, or promotional link. A line item includes unique information about a single-issued reward, such as the reward brand, reward unique ID, and reward value. It can also include recipient information, such as first name, last name, and email address, where applicable.

Each line item can be managed separately when a request fails due to an undeliverable email, a misspelled recipient's name, and so on. An Order may have 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.

Delivery method

deliveryMethod is a parameter set at the line item level for each individual reward within an order. This 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 deliveryMethod 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.

Delivery method	Description
NONE	Tango has not delivered the rewards. You are responsible to deliver them to your recipient.
EMAIL	Tango has delivered the reward to the recipient via email. You must include the recipient email.
PHONE	Tango has delivered the reward to the recipient via text message. You must include the recipient phone number. The following validation rules apply to mobile numbers for PHONE delivery: 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 US phone numbers are supported (Country code is +1 and 10 digits for the phone number.) Follow ITU E.164, allowing a maximum of 15 digits including the + sign according to the standard compliance.
ADDRESS	Tango has delivered the physical rewards via a carriers such as the post office, FexEx, UPS, etc. You must include the recipient address.
EMBEDDED	You have embedded Tango's lading page into your application. The rewards have been delivered via embedded page.
BULKSHIPMENT	(🚧 Coming soon)
QRCODE	Tango has delivered the rewards via QR code. QR code can only be sent via Tango portal, but it must be enabled for your platform first. See Send rewards with QR code to learn how to send eligible rewards with QR code.

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Important:

To activate the mobile reward delivery feature on your platform, you must enable and sign the Mobile Delivery Addendum through the Tango portal and confirm your organization's agreement to comply with government protection regulations. The text delivery feature is disabled by default. See Enable mobile reward delivery.

To activate QR Code delivery, you must enable it on your Tango platform. To access platform settings and enable QR code delivery, you must have either the Platform Admin role or a custom role with Manage permissions for Authentication and Organization Access. See Enable QR code reward delivery.

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Note:

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 specifically tracks how the reward reaches the recipient, 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.

Delivery status	Description
PENDING	The reward in not shipped yet. It's ready but hasn't been sent, or it's waiting to start delivery. For example a package is sitting in the warehouse.
PROCESSING	The reward is currently shipping. It's being actively sent right now. For example: an email is being sent, text message is going out, or the package is on the delivery truck.
DISPATHCED	The reward is shipped, but not confirmed. For example: the reward is sent to the recipient's email server/phone carrier, it's on its way but not confirmed delivered yet, or it's "out for delivery" tracking status.
DELIVERED	The reward is confirmed received. It's successfully arrived at recipient's inbox/phone and the recipient has access to the reward now. It's like you get a "package delivered" confirmation.
FAILED	The reward couldn't deliver. The email has bounced back or the phone number is invalid. Something went wrong with delivery such as "undeliverable address" return.

Line item status

Line item status can be used as a filter when querying the GET {URI}/asyncOrders endpoint. Use the lineItemStatus query parameter to filter orders by the status of their individual line items. Note that the lineItemStatus parameter is different from the orderStatus 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.

Email status

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.
BOUNCED	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: Make sure recipient has value. It can also incl added to safelist for their email account where they receive the rewards. Update your email template to avoid use of spam language in the email subjects or excessive use of punctuation like ($$!!) and resend the reward email.