Manage orders
Tango's API allows you to automate and manage reward orders—whether you're sending digital gift cards, physical items, or using custom delivery methods like text messages. Using the Tango API, you can send rewards to recipients, get the list of orders placed under your platform, and resend digital rewards.
See how to Create an order under a specific account in Tango API. Once you create an order, you can retrieve order information using GET {URI}/orders/{referenceOrderId} . See how to Get details for a specific order.
Order delivery
Order delivery applies to the entire order (typically for small orders with one reward or when all rewards use the same delivery method).
We support the following order delivery methods in Tango: email, text message, physical delivery, QR code, etc. In order to use mobile delivery or QR code delivery, you must first activate them for your platform via Tango portal. See line item delivery method for each method and its description.
Order status
Orders can have multiple line items with different statuses, hence the PARTIAL order status. Use lineItemStatus to filter by individual line item statuses such as COMPLETE, PENDING, etc. See line item status.
Here are the available statuses in the Tango API for orders:
Status | Description |
|---|---|
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. |
QUEUED | The order has been accepted for processing and is actively being fulfilled by the system. |
PENDING_MR | The order is pending manual review and has been flagged for human review before it can proceed to fulfillment. Some common reasons for manual review is fraud detection, new customer, unusual activity, compliance checks, account flags, and policy violations. |
ON_HOLD | The order has been temporarily suspended and will not be processed until it is manually released or resolved. It can stay in this state indefinitely until action is taken. Some common reasons are: account issues such as insufficient funds, compliance holds, platform restrictions, customer request, payment issues, investigation, business rules, and technical issues. |
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. |
COMPLETE | The order has been completed. For order completion, all of the following must be true: ✅ All line items have |
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. |
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 |
DELETED | The order has been removed from the system and may not appear in standard queries or reports. Order details may be partially or fully removed, cannot be reactivated or modified, is irreversible. Historical record may be retained for compliance. Orders are typically deleted for legal compliance, data hygiene, or account management, but not as part of normal order processing. Use CANCELLED for standard order termination instead. |
PENDING_KYB | The order is pending Know Your Business (KYB) verification and cannot proceed until business identity verification is completed. This is a compliance requirement for certain transactions or accounts. Orders enter PENDING_KYB for compliance, typically for new businesses, large transactions, or when documentation hasn't been provided yet. Complete KYB verification during account setup to avoid order delays. |
PENDING_PAYMENT | The order is waiting for payment to be completed or confirmed before it can proceed to fulfillment. The payment is waiting for automated processing to complete or for the customer to take action to finish paying. |
Updated 14 days ago