Cancellation Guide for Ambassador Clients on v1_v2

⚠️ Please read this first: data in Ambassador is deleted

Your account data is permanently deleted at the end of your last date of service and cannot be restored afterwards.

That means the exports in Phase 3 will be your only record of your referral program after your last date of service: who your ambassadors were, who referred whom, and every commission and payout you ever processed. Once your account is deactivated, access to that data is gone.

We also recommend giving yourself a 30-day wind-down period between today and your last date of service if you can. That gives you time to notify your ambassadors and your internal teams without rushing.

Questions along the way? Reach out to your Ambassador contact, or email us at support@getambassador.com. We're happy to help.

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First, which version of Ambassador are you on?

The paths in this guide are slightly different depending on which version of Ambassador you use. Check the URL you log in to. Keep that in mind for the export table in Phase 3.

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Phase 1: Lock in your dates

• Confirm your last date of service with your Ambassador contact, so you both have the same date on the calendar.

• Set a Campaign End Date inside each campaign. Go to your campaign, scroll down and click Show Advanced. Under Campaign End Date, uncheck "Campaign never ends," enter your date, and click Save. Repeat for every active campaign.

Good to know: once a campaign ends, new referrals stop, but you can still approve and pay commissions right up until your service is deactivated.

• Decide when you'll approve commissions for the last time, and when you'll process your final payout. Working backward from your last date of service is the easiest way to pick these.

Note: You will not be able to use Ambassador to approve or pay commissions after your last date of service.

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Phase 2: Let people know

Your internal teams

• Tell your technical team the last date of service so they can plan to disable integrations before that date. This is important because leaving integrations pointed to a deactivated account can create a spike in errors and other issues with your system or website that can pull your developers into unnecessary fire drills.

• Put together a short FAQ for your customer-facing and support teams. They'll be the first to hear from confused ambassadors, and a one-pager saves everyone a lot of back and forth.

Your ambassadors

• Send your enrolled ambassadors a heads-up before the program ends. Since the program is closing rather than moving, be straightforward with them and answer the questions they'll have right away:

• • When the program ends and when their portal access goes away
  • What happens to rewards they've earned but haven't been paid yet
  • Whether rewards already issued are still redeemable, and by when
  • Where to reach you if they have a question after the program closes

Example Email Template for Ambassadors: A short, honest note lands much better here than an upbeat one. These are people who advocated for you, and a clear ending is a good last impression.

Subject: An update about our referral program

Hi [First name],

I'm writing to let you know that we're closing our referral program on [date].

First, thank you. Your referrals meant a lot to us, and we're grateful you were part of this.

Here's what that means for you:

• • You can keep referring through [date]. After that, referral links will stop tracking.

  • Rewards you've already earned will be [paid out by / handled as follows: ...].

  • [If applicable] Any gift cards or reward links we've already sent you are still yours to redeem [by date / with no expiration].

  • Your portal access will end on [date], so if you'd like a record of your activity, now's a good time to grab it.

If you have any questions, just reply to this email or reach us at [your support contact].

Thanks again, [Your name]

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Phase 3: Export your data

Do this after your final payout clears and at least a few days before your last date of service. Please don't leave it for the final day. Exports can take anywhere from a few minutes to a few hours to generate. If you have over 50,000 records in an export, reach out to support and we can help you generate that faster.

If you have more than one Ambassador account, repeat these exports for each one.

• Export data
• Save all exports in a central place that your team can access later.

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Phase 4: Disconnect and close out

• Remove the Ambassador snippet from your website.

• Turn off API calls and webhooks pointing at Ambassador.

• Uninstall the Salesforce package (or any other platform integration you've connected).

• Take down anything customer-facing that still points to Ambassador: portal links, landing pages, widgets, footer links, and links inside your automated emails. These are easy to forget and they'll turn into dead ends for your customers.

• Confirm with your technical team that everything is disabled before your last date of service.

Closing your Tango account (if you use one)

Your Tango sub-account was created specifically under Ambassador, so it can't carry over or be reused once your Ambassador service ends. After your final Tango payout, you'll need to close it and request a refund of any remaining balance.

• Find your Tango Account ID. Go to Settings › Prepaid & Gift Cards and click Configure. Look for the Memo line and copy the account number and mbsy reference.

• Send the closure and refund request. Use the email template below to send a closure and refund notice to funding@tangocard.com.

• Watch for the response. An initial response can take up-to 3-business days. Refunds can take up-to 30-business days.

Keep in mind: Unredeemed rewards are not cancelled. The recipients can still redeem them, but if an expiration date exists then that will still apply.

Tango Cancellation/Refund Email template:

To: funding@tangocard.com

Subject: Request to close and refund account #[your mbsy/Tango account number]

Hello,

I'd like to close our Tango Card sub-account associated with Ambassador. Our Tango account number is [account number].

Please also issue a full refund of our remaining available funds, $[amount], to the bank details below.

• Bank name:

• Bank address:

• Account #:

• Routing #:

• SWIFT code:

Could you confirm you've received this request, and let me know if you need anything else from us?

Thank you, [Your name]

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Quick Reference Checklist

Here is a quick checklist to reference:

• Last date of service confirmed with your Ambassador contact

• Campaign End Date set in every campaign

• Final commission approval and payout dates planned

• Technical team notified

• Team FAQ written

• Ambassador notification email sent

• Final payout processed

• All Contacts exported

• Pending Commissions exported

• Unpaid Commissions exported

• Commission History exported

• Payment History exported

• Billing records saved

• Snippet, API calls, and webhooks removed

• Platform integrations uninstalled

• Customer-facing links and pages taken down

• Tango account closed and refund requested

• Ambassador contact notified that exports are complete

• Last step: let your Ambassador contact know once your exports are done. A quick reply is all we need, and it means we both have a record that your data is safely in your hands before your account closes.

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Thank you for your past business with Ambassador! If anything changes or you need anything, please email support@getambassador.com and we'll be happy to help.