Enabling the Redemption Module

Administrators can enable the Redemption Module for their portal to allow users to convert accumulated reward points into gift cards from major brands through the Tango Card service. Enabling the module automatically creates a production Tango Card account and establishes the infrastructure for point-to-gift-card conversion.

Requirements

To enable the Redemption Module, users must be assigned a security role with one of the following permissions:

• Administrator System Role
• Other Settings: Access Rewards Enabled
• Other Settings: Access Reward Redemption Enabled

Before You Begin

Before enabling the Redemption Module, ensure the following:

• The Rewards Module is configured and active with points-based reward programs
• Users are earning and accumulating points through reward activities
• An email template is created for gift card receipt delivery (containing redemption codes and instructions)
• You understand that enabling the module creates a production Tango Card account automatically
• You have a credit card ready to register for funding the Tango Card account
• You have decided which countries should be eligible for gift card redemption
• You have determined whether US tax tracking is required for your organization

To enable the Redemption Module:

1. In the Setup Home page, navigate to Create > Rewards.

2. Click More Actions > Gift Card Redemption.

3. Enable the "Enable Point Redemption" checkbox.

   • First-time enablement: The system automatically creates a production Tango Card account
   • This process is completely automatic and transparent to administrators
   • No manual Tango Card credentials or account setup is required
   • The account is created instantly and is ready for configuration

4. Select a Receipt Email Template to be used to send the gift card redemption instructions to users.

   • This email template is sent to users after they redeem points for gift cards
   • The email contains the gift card redemption code, brand information, and usage instructions
   • The receipt email is sent only to the user who redeems the points
   • Create the email template in the Email Templates module before selecting it here
   • The template should include:
     • Congratulations or confirmation message
     • Gift card brand and value
     • Redemption code or PIN
     • Instructions for using the gift card
     • Link to gift card provider's website
     • Terms and conditions
     • Expiration date if applicable
   • Use merge fields/tokens to personalize the email with user-specific information

5. (Optional) Enable US Tax Tracking if required for tax reporting purposes.

   • Check the "Enable US Tax Tracking" checkbox
   • This setting enables collection of tax information from users
   • The system tracks calendar year earnings in USD for tax reporting
   • This is specifically for US tax purposes such as Form 1099-MISC reporting
   • When enabled, users whose redemptions meet or exceed configurable thresholds will be required to provide tax identification information
   • Tax thresholds and reporting are configured in the Earnings tab after enablement
   • Enable this setting before users begin redeeming to ensure proactive data collection

6. Click Save or proceed to the next configuration tab.

After Enabling the Redemption Module

After the Redemption Module is enabled, complete the following essential configuration tasks:

1. Configure Point Redemption in Rewards Settings

To enable redemption for reward programs:

1. Navigate to Setup > Create > Rewards.

2. Click Settings.

3. In the Point Rewards Settings section, locate the Point Redemption setting.

4. Select "Use Gift Card Redemption".

   • This global setting applies to all points-based reward programs
   • Users with accumulated points will be able to access the redemption interface
   • This connects the Rewards Module to the Redemption Module

5. Click Save.

Important: Without this step, users will not be able to access redemption functionality even if the Redemption Module is enabled. Both the Redemption Module enablement and the Rewards Settings configuration are required for complete functionality.

2. Add Eligible Countries

To configure which countries can redeem gift cards:

1. From the Gift Card Redemption interface, navigate to the Settings tab.

2. In the Countries section, click Add Country.

3. Select a country from the dropdown.

   • Only countries supported by Tango Card are available
   • Common countries include United States, Canada, United Kingdom, Israel, Brazil, and many others

4. Enter the Minimum Value in the local currency.

   • This is the smallest gift card amount users can redeem
   • Example: 5 for $5 USD, £5 GBP, or €5 EUR minimum

5. Enter the Maximum Value in the local currency.

   • This is the largest gift card amount users can redeem
   • Example: 500 for $500 USD, £500 GBP, or €500 EUR maximum

6. Repeat steps 2-5 for each country you want to make eligible for redemption.

7. Click Save (if available on the Settings tab) or navigate to complete additional configuration.

Country selection best practices:

• Add countries where your user base is located
• Include countries where users may travel or have family
• Users can redeem gift cards from any configured country regardless of their physical location
• Start with major markets and expand based on user feedback and demand

3. Register Credit Cards for Funding

To register credit cards for Tango Card account funding:

1. Navigate to the Credit Cards tab.

2. Click Add a Credit Card or similar option.

3. Complete the payment information form:

   • First Name: Cardholder's first name
   • Last Name: Cardholder's last name
   • Card Number: Complete credit card number
   • Expiration Date: Month and year (--Month-- and --Year-- dropdowns)
   • Security Code: CVV/CVC code from card
   • Email: Email address for payment notifications
   • Address Line 1: Billing address
   • Address Line 2: Apartment, suite, or additional address information (optional)
   • City: Billing address city
   • State/Province: Billing address state or province
   • Country: Billing address country
   • Zip/Postal Code: Billing address postal code

4. Click Save Card or similar button.

5. Wait for verification:

   • New credit cards may take a couple of hours to be verified in the system
   • Most cards are verified within 24 hours
   • Verified cards can be used to add funding to the Tango Card account

6. (Recommended) Register multiple credit cards:

   • Repeat steps 2-4 to register additional cards
   • Multiple cards provide backup funding options
   • Each card must be registered individually

Credit card best practices:

• Use business credit cards for easier expense tracking and reconciliation
• Register backup cards in case primary cards encounter authorization issues
• Use USD-denominated cards when possible to avoid currency conversion fees
• Ensure cards have adequate credit limits for anticipated redemption volumes

4. Add Initial Funding

To add funds to the Tango Card account:

1. Navigate to the Add Funding tab.

2. Review the account status:

   • Current Balance: Available funds to cover gift card costs
   • Unredeemed Points: Total liability of points that could potentially be redeemed

3. Select a registered and verified credit card from the Credit Card dropdown.

4. Enter the Amount you want to add in USD.

   • Consider the Unredeemed Points value to determine appropriate funding
   • Add enough to cover anticipated redemptions
   • Remember that Tango Card charges a 3.5% fee on all transactions

5. Click Add Funding.

6. Wait for funding to process:

   • Funding may take up to 24 business hours to be verified in the system
   • During this time, users can still request redemptions
   • Gift cards will not be fulfilled until sufficient balance exists
   • The system displays a warning: "Funding may take up to 24 business hours to be verified in our system. To fund with this card please check back soon."

Initial funding recommendations:

• Add enough funding to cover at least 2-4 weeks of anticipated redemptions
• Maintain a buffer above Unredeemed Points (20-30% recommended)
• Set up low funding reminders to receive alerts when balance drops below thresholds
• Plan for the 3.5% Tango Card transaction fee in your funding calculations

5. Select Gift Cards for Each Country

To add gift cards that users can redeem:

1. Navigate to the Gift Cards tab.

2. Select a country from the "Manage gift cards for [Country]" dropdown.

3. Click Add Gift Cards.

4. The system displays all available gift cards from Tango Card's catalog for the selected country.

5. Search for desired brands or browse the catalog.

6. Click the '+' button next to each gift card you want to make available to users.

7. When finished adding gift cards, click Done or similar button.

8. Repeat steps 2-7 for each configured country.

Gift card selection recommendations:

• Start with popular universal brands (Amazon, Visa prepaid cards, major retailers)
• Add diverse categories (retail, dining, entertainment, travel, grocery)
• Include regionally relevant brands for each country
• Add 10-20 gift cards per country initially
• Expand based on user feedback and redemption patterns

6. Configure Access Control

To control who can redeem points:

1. Navigate to the Access Control tab.

2. Select the access model:

   • All sign-in users: All users matching reward program audience criteria can redeem points
   • Specific roles: Only users with designated security roles can redeem points

3. If you selected Specific roles:

   • Use the checkboxes to select which security roles have redemption permissions
   • Select all roles that should have redemption access
   • Users with selected roles can access the redemption interface and convert points to gift cards

4. Click Save Changes.

Access control considerations:

• "All sign-in users" maximizes redemption accessibility and engagement
• "Specific roles" creates redemption as a privilege or tier benefit
• Users whose roles change and lose access can still view points and history but cannot redeem
• Align access control with your reward program strategy and objectives

7. Test the Redemption Process

To validate the complete redemption workflow:

1. Create a test user account with appropriate security role for redemption access.

2. Ensure the test user has earned and accumulated points through reward activities.

3. Log in as the test user or impersonate the test user.

4. Navigate to the redemption interface (typically from rewards dashboard or "My Rewards" page).

5. Verify the test user can:

   • Browse gift cards across configured countries
   • View available denominations within min/max ranges
   • Select a gift card and denomination
   • Submit a redemption request

6. Complete a test redemption.

7. Verify that:

   • Points are immediately deducted from the test user's balance
   • The reward claim status changes from "Approved" to "Reimbursed"
   • The test user receives the gift card email with redemption code
   • The test user receives the receipt email (if configured)
   • The transaction appears in the Fulfillment report

8. Test the "Resend Email" function in the Fulfillment tab to verify email resending works correctly.

9. Test with users having different security roles to validate access control settings.

Verifying Successful Enablement

After completing the enablement and configuration steps, verify the following:

For Administrators:

• ✓ Redemption Module Settings page is accessible
• ✓ Tango Card account is created (confirmed by ability to access all configuration tabs)
• ✓ At least one country is configured with min/max values
• ✓ At least one credit card is registered and verified
• ✓ Initial funding is added and processed
• ✓ Gift cards are selected for all configured countries
• ✓ Access control is configured appropriately
• ✓ Receipt email template is selected
• ✓ Point Redemption is set to "Use Gift Card Redemption" in Rewards Settings

For Users:

• ✓ Users with appropriate permissions can access the redemption interface
• ✓ Users can browse gift cards across configured countries
• ✓ Users can view their current point balance
• ✓ Users can select gift cards and denominations within min/max ranges
• ✓ Users can complete redemption submissions
• ✓ Users receive gift card emails with redemption codes
• ✓ Points are deducted from user balances after redemption

Communication to Users

After enabling the Redemption Module, communicate the new capability to users:

Announcement Content:

• Inform users that point redemption is now available
• Explain how to access the redemption interface
• Describe the 100 points = 1 currency unit conversion
• List available countries and popular gift card brands
• Provide step-by-step redemption instructions
• Share the User Guide: Redeeming Points for Gift Cards
• Include contact information for redemption support questions

Communication Channels:

• Email announcements to all users with accumulated points
• Portal notifications or news items featuring redemption launch
• Updates to reward program descriptions and FAQs
• Training sessions or webinars demonstrating redemption process
• Help documentation and user guides

Best Practices and Recommendations

Start Small and Scale: Begin with 2-3 major countries and 10-15 popular gift cards. Expand based on user feedback, redemption patterns, and demand. Starting small reduces initial configuration complexity while validating core functionality.

Adequate Initial Funding: Add sufficient funding to cover several weeks of anticipated redemptions. Running out of funds creates poor user experiences and redemption delays. Monitor funding levels closely during the first few weeks to understand consumption patterns.

Universal Gift Cards: Prioritize adding universal gift cards like Amazon, Visa prepaid cards, and major retailers that appeal to broad audiences. These high-demand options ensure most users find relevant redemption choices.

Test Thoroughly: Complete end-to-end testing with multiple test users having different roles and point balances. Validate all aspects of the redemption workflow before announcing availability to users.

Set Up Monitoring: Configure low funding reminders immediately to receive proactive alerts. Establish a review cadence (daily or weekly) to monitor fulfillment activity, identify issues, and optimize configurations.

Clear Documentation: Provide comprehensive user guides, FAQs, and help resources explaining redemption processes, available options, and point values. Clear documentation reduces support inquiries and improves user satisfaction.

Gradual Rollout: Consider piloting redemption with a small user group before organization-wide deployment. Pilot testing reveals usability issues, configuration gaps, and support needs before broad exposure.

Troubleshooting Tips

Issue: Cannot access the Gift Card Redemption interface
Solution: Verify you have Administrator System Role or the required permissions (Access Rewards Enabled and Access Reward Redemption Enabled). Check that you're navigating to Setup > Create > Rewards > More Actions > Gift Card Redemption. Ensure the portal is not a trial environment as redemption is not available for trials.

Issue: "Enable Point Redemption" checkbox is not visible
Solution: Verify you have the required permissions to enable the module. Check that the Rewards Module is configured and active. Ensure you're in the correct interface (Gift Card Redemption Settings page). Contact Magentrix support if the option remains unavailable.

Issue: Credit card is not being verified
Solution: Credit card verification typically completes within 24 hours. If delays exceed 24 hours, verify that all payment information is entered correctly including card number, expiration date, billing address, and CVV code. Ensure the card is not expired, declined, or restricted. Contact your credit card issuer to verify there are no authorization blocks. Contact Magentrix support if problems persist beyond 48 hours.

Issue: Funding is not processing
Solution: Verify the credit card is verified and registered successfully. Check that sufficient credit is available on the card. Ensure the funding amount is entered correctly. Wait up to 24 business hours for funding to process. Review any error messages displayed during funding submission. Contact Magentrix support if funding fails repeatedly.

Issue: Users cannot access redemption after enablement
Solution: Verify that "Use Gift Card Redemption" is selected in Reward Program General Settings (Setup > Create > Rewards > Settings > Point Rewards Settings). Check that users have accumulated approved points in their balances. Verify that users' security roles are selected in Access Control settings. Ensure at least one country is configured with gift cards available. Test with a known working user account to isolate permission vs. configuration issues.

Issue: No gift cards appear in the catalog when adding
Solution: Verify you've selected a valid country from the "Manage gift cards for" dropdown. Check that the country is supported by Tango Card. Ensure your internet connection is stable for loading the catalog. Try refreshing the page or clearing browser cache. Contact Magentrix support if the catalog remains empty for supported countries.

Issue: Test redemption does not send gift card email
Solution: Verify the receipt email template is selected in Redemption Module Settings. Check that the test user's email address is valid. Ensure adequate funding exists in the Tango Card account (Current Balance > 0). Review the Fulfillment report to confirm the transaction was recorded. Use the "Resend Email" function to retry delivery. Check spam/junk folders. Test email deliverability with different email addresses.

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