Onward is a post-purchase platform built for Shopify merchants. It helps independent brands protect their shipments, give customers more control over their orders, and handle the entire resolution process — without merchants having to lift a finger.
How it works
Customer opts in at checkout — An Onward upgrade button appears during checkout. The customer adds protection for a small fee based on their order subtotal.
Confirmation is sent automatically — Onward emails the customer their coverage details and a direct link to file a claim if needed.
Customer tracks their order — Shipments are tracked through a fully branded, merchant-customized tracking page.
If something goes wrong, the customer files a claim — Through the Onward Claim Portal in just a few clicks.
Onward resolves it — Onward's team reviews and closes the claim — typically within 1 business day — with a reorder, store credit, or refund depending on the situation.
What Onward covers
Lost or stolen packages — including packages marked as delivered but never received
Damaged items — when damage makes the item unusable or non-functional
Stuck in transit — when a shipment hasn't moved in 10+ days (20 days for international orders)
Wrong items received — when a customer receives something different from what they ordered
Return to sender — when a delivery fails and the package is sent back to the merchant
Quality Guarantee — available on participating stores; covers quality issues on durable and consumable goods