Manage orders
Tango API allows you to automate, track, and manage reward orders—whether you're sending digital gift cards, physical items, or custom delivery methods such as text messages or QR codes. Using API, you can submit new reward orders, retrieve and review previously placed orders, and resend digital rewards. Learn how you can Create an order under a specific account.
Once you create an order, you can retrieve order information using GET {URI}/orders/{referenceOrderId} . See how to Get details for a specific order.
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Order sources
Order source identifies how a reward order was submitted in Tango. Each order has a two-letter identifier in the Order ID that indicates its origin—whether it was placed via API, the Tango portal, bulk upload, or an integration. Use one of the following endpoints to see your orders source: GET {URI}/lineItems or GET {URI}/orders/{referenceOrderID}.
The following order sources are available in Tango:
| Order source identifier | Description |
|---|---|
| RA | The rewards are sent through Tango API. |
| RG | The rewards are sent through Tango portal by email, text, or mail delivery. |
| BE | The rewards are sent through Blast External (BE) or bulk upload for 15-50,000 recipients per order. |
| BI | Orders placed using bulk-internal upload. |
| CI | Codes Internal (CI) is when rewards are sent manually by the Tango Orders team. Contact your Customer Success Manger (CSM) or [email protected] if you are interested in working with the Tango Orders team to send rewards. |
| QW | Rewards Links are sent via Qualtrics (QW) or Tango integration. Contact your Customer Success Manger (CSM) or [email protected] if you are interested in integrating Tango with Qualtrics. |
| AA | Rewards are sent using Async API orders. AA is the internal order source code used for API Async orders. |
About order delivery
Delivery methods are configured at the line-item level, not at the order level. Each reward within an order can have its own delivery method, recipient information, and delivery requirements. In many standard orders, all line items use the same delivery method, so the order may appear to have a single delivery method. However, Tango determines delivery requirements, recipient information, and fulfillment separately for each line item.
Tango supports several delivery methods, including email, text message, physical delivery, and others. Delivery status is also tracked at the line-item level, allowing different rewards within the same order to have different delivery outcomes. For detailed delivery method requirements, recipient validation rules, and delivery tracking behavior, see Delivery methods in Tango API.
Order status
An order can contain multiple line items, each with its own processing state. As a result, an order may have an orderStatus of PARTIAL when some line items have been fulfilled while others remain pending or failed. To view the status of individual line items, use lineItemStatus (for example, COMPLETE, PENDING, or FAILED). For more information, see line item status.
When troubleshooting fulfillment or delivery issues, review order status, line-item status, and delivery status together, as each represents a different stage of the reward lifecycle:
- orderStatus: Represents the overall status of the order based on the combined outcome of all line items.
- lineItemStatus: Represents the fulfillment status of an individual reward within the order.
- deliveryStatus: Indicates whether a fulfilled reward was successfully delivered to its recipient.
Because these statuses track different aspects of processing and delivery, evaluating all three provides the most accurate view of an order's state. Here are the available order-level statuses in the Tango API:
| Order status | Description |
|---|---|
| COMPLETE | The order has been completed. For order completion, all of the following must be true: ✅ All line items have |
| PENDING | The order has been created and submitted but has not yet started processing. The system is validating order details. Payment authorization may be in progress. Pending orders should be processed and delivered within one (1) business day. Orders placed on Friday afternoon or over the weekend may be processed on the following Monday or the next business day. Once the order is delivered, its status changes to Complete. Note: Your order may take longer to review for a variety of reasons. See why your order is being reviewed. Contact your Customer Success Manager (CSM) or [email protected] with questions or concerns. To open a support case with Tango, use the Chat agent at the bottom right of the screen. |
| PARTIAL | The order was partially fulfilled. Some line items succeeded while others failed. Recipients of successful line items received their rewards, but some portions of the order did not complete. Payment processed for these items and is available in order reports. To monitor partial orders: ✅ Set up webhooks for PARTIAL status notifications ✅ Regularly review partial order reports |
| FAILED | The order could not be processed and all line items failed to fulfill. No rewards were successfully generated or delivered. Payment may be reversed or not captured. Your account is refunded for the total value of the order. Place the order again to ensure your reward is sent. For more information on why your order is failed, check error messages, account balance, reward availability, delivery details, or account permissions. See Tango Reward Status . Email your Customer Success Manager (CSM) or [email protected] . Ensure that you include the Reference Order ID of your failed order. |
| CANCELLED | The order has been terminated and will not be fulfilled. No rewards will be generated or delivered for this order and funds are typically returned or credited back to the account. For PARTIAL orders, only unprocessed items are refunded. Some common reasons are: manual cancellation, payment failure, review rejection , fraud detection, account closure , and system error. |
Updated about 16 hours ago