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Overview

If your company provides a product or services where it doesn’t make sense to reward your consumers with a coupon or other discount on the service you provide, you may want to thank them for sharing by giving them a gift card that can be used at a major retailer or traded for cash. Extole supports the ability to enable a variety of gift cards and provide rewards to your consumers via our partner Tango Card.

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Reward Advocates with Gift Cards

Tango gift cards are managed in Rewards section of your My Extole account. Follow these steps to reward your consumers with gift cards:

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Creating the Gift Card Reward

1. Go to Rewards and hit + New Reward in the top right corner
2. Select US or International Gift Card
3. Choose the gift card you want to distribute and the value of that card
4. Fund your gift card balance via invoice from Extole

Your gift card rewards all draw on one gift card account. My Extole creates it the first time you create a gift card reward, with a balance of zero. A reward on a new account sends no gift cards until the balance is funded. To create a gift card reward through the API, see Gift Card Rewards Over REST.

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Adding the Card to a Campaign

If your campaign is on Extole’s upgraded Flow Builder, follow instructions to Set Up a Reward or Change a Reward on your Program. If you are on our legacy campaigns, rewards are updated either in the Overview or Rules tab of the campaign. In the Overview tab, search for the Rewards section adjust the Advocate and Friend Reward Supplier Ids. If you don’t see this section, go to the Rules tab and search for the events in your program. Click the edit button to swap out the reward.

If you are adding a Tango reward for the first time, you will also need to enable the Gift Card Configuration zone. This is where your CSM will enable the Tango template id.

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View Your Account Balance

Go to your Rewardsand click on View Gift Cards.

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Set Up Alerts

You can set up warnings that alert you by email when your gift card balance is low or when a certain value of reward dollars are spent in a hour or day.

To set up your alerts, go to your Rewards -> Gift Cards next to any of your configure gift card rewards. Click Edit Spending Limits in the top right corner and enter your alert amount.

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Fund Your Gift Card Balance

Money is removed from your gift card balance each time a gift card is issued to an advocate. To keep your reward program flowing smoothly, you will need to fund and maintain an active balance in your account.

Gift card funding is handled by Extole. When your account reaches the low balance amount, Extole will submit an invoice to replenish funds. Extole also supports credit card funding if that’s preferred.

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Freeze Your Gift Card Account

Your gift card account is either Live or Frozen. While it is frozen, Extole sends no gift card rewards in any of your programs. Freeze it when you need to stop gift card rewards at once, for example while you review rewards you think were earned in error. To freeze or unfreeze the account:

1. Navigate to Rewards Center > Gift Cards.
2. Click Freeze Account. If the account is already frozen, the button reads Unfreeze Account.
3. Confirm in the dialog.

Any team member with the Admin role can freeze or unfreeze the account, and so can Extole. For what each role can do, see User Roles & Permissions.

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What Happens While the Account Is Frozen

• People still earn gift card rewards. Extole does not send them to Tango. Each attempt fails with the message “The account associated with this transaction has been disabled”, and the reward shows as Trying to Fulfill.
• Your balance, alerts, and spending limits do not change. The freeze is an Extole setting, so Tango still shows your account as active.
• Extole retries a reward up to five times. A reward that fails every attempt stops retrying, and unfreezing the account does not send it. After you unfreeze, retry those rewards as described in Rewards Stuck in Trying to Fulfill.

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Find Out Who Froze the Account

The Gift Cards page shows whether the account is frozen, but not who froze it or when. Extole records every change to the account with the user who made it and the time. Before you unfreeze an account that someone else froze, contact support@extole.com to find out who froze it and why.

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Frequently Asked Questions

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Do Tango Gift Cards expire?

Each gift card may have their own expiration date. The most common gift cards are Amazon.com (no expiration) and Visa / Mastercard (6 months). Any unredeemed funds are forfeited.

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Is there visibility into gift card redemption?

Extole does not have insight into gift card redemption, but clients can implement our Reward Bank that supports pooling and redeeming rewards together. Learn more here or consider using Tango Card’s Promo Link functionality.

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Are there any additional costs on top of the value of the gift card?

There are no additional fees on top of the value of the reward unless you choose the Promo Link reward type.

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Does Tango offer physical gift cards?

Visa offers a physical gift card as an option. When a user is redeeming their reward, they can pay a $3 fee to have the card mailed to them instead. Other than that, all rewards are digital gift cards.

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Can Tango Gift Cards be cancelled?

Visa and Mastercard rewards may be cancelled if they were sent in error and haven’t been redeemed. Amazon cards cannot be cancelled. There are fees associated with canceled cards. You cannot cancel these rewards in Extole. Contact Extole Support, who will reach out to Tango to check cancellation eligibility. If the only issue is a wrong or mistyped recipient email, prefer resending the existing reward to the corrected address rather than cancelling. See How to Resend Tango Rewards.

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How quickly does an advocate receive their gift card?

Gift cards are provided within minutes of qualifying for reward. If your conversion events are auto-approved, this could be instant. If you wait for a 30 day return period to pass before approving events, it would be 30 days after the event.

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What are the branding requirements if I choose to use a branded gift card?

These are custom to each vendor, but the common requirements are:

• Your microsite zone must include the gift card disclaimer.
• Your terms and conditions must include a gift card disclaimer section.
• You sharing experience and mobile landing page must include in the header: “*Restrictions Apply. See Terms.”
• All emails to your consumers must include the gift card disclaimer.

To view the disclaimer and branding requirements, go to your Rewardsand click on View Gift Cards.

1. Under Current Cards, click on your desired card.
2. Hit the link to See Brand Overview and reference the provided information.

If you are using the brand name of the gift card in your specific call-to-action or promotional emails, you will need to include the gift cards terms and conditions.

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What happens if Tango stops selling a gift card?

The gift card list in My Extole comes from Tango’s live catalog and shows only the cards Tango currently sells. When Tango retires a card it disappears from that list, so you can’t choose it for a new gift card reward and Extole rejects it if you supply the card’s identifier another way. There is nothing to switch off on your side. You can’t change the card on an existing gift card reward. Create a new gift card reward on a card Tango still sells, change the reward on your program to the new one, and republish the campaign. Contact Extole support for the rewards that already failed.