Announcement Email
Here's an example of how one of our merchants announced their Onward partnership to customers:
Use this as a template for your own launch email:
Subject: Exciting news from {Your Brand Name}!
Hi {Name},
There's an exciting new addition to {Your Brand Name}!
We've introduced Onward to our checkout process — now every order placed through our online store has the option to receive premium package protection. Adding Onward Checkout+ to your order means your purchase is protected against loss, damage, or theft while in transit.
We love our customers and are excited to keep bringing you the best experience possible!
Thanks, {Your Brand Name}
PDP Badge
We can create a custom badge for your product page highlighting the most relevant Onward features for your business. Here's an example from one of our brand partners:
Reach out to your Onward merchant success manager to request a badge for your store.
Website Banner Copy
Add a banner to your website to let customers know about Onward:
We now offer Onward Package Protection to help cover the cost of lost, damaged, or stolen packages.
We've partnered with Onward to offer carbon neutral shipping protection at checkout — protecting your order and the planet.
FAQ Page Copy
Add an Onward section to your website FAQ page. Recommended questions:
What is Onward Checkout+? We've partnered with Onward to provide carbon neutral shipping protection against lost, stolen, and damaged packages. Simply add Onward to your cart at checkout and your order will be fully protected if something goes wrong.
How does Onward work? Onward covers packages that are lost, stolen, or damaged in transit. If you add Onward to your order, you can file a claim in just a few clicks and receive a refund or reorder. Claims are typically reviewed within 1 business day.
How do I file a claim? You can file a claim through the confirmation email Onward sends after your order, or directly at app.useonward.com/make-a-claim.
Who does Onward partner with for carbon neutral shipping? Onward has partnered with Cool Effect, a 501(c)(3) non-profit, to neutralize carbon emissions from all Onward-covered shipments.
Shipping Policy Copy
Add the following to your shipping policy page:
We've partnered with Onward — an order upgrade solution — to give our customers the best possible delivery experience. Onward provides low-cost shipping protection against loss, theft, or damage in transit. If you experience an issue with your order, please file a claim with Onward at app.useonward.com/make-a-claim.
Contact Page Copy
Add this to your Contact Us page:
Damaged, lost, or stolen order? If you added Onward Checkout+ at checkout, please file a claim with the Onward team at app.useonward.com/make-a-claim for quick assistance with shipping-related issues.
Order Confirmation & Shipping Email Inserts
Order Confirmation Email: If you added Onward Checkout+ at checkout, you'll receive a follow-up email with your upgraded order benefits. Hold onto this email in case you need to file a claim.
Shipping Confirmation Email: Your order is on its way! If you experience any issues and you added Onward Checkout+ at checkout, you can file a claim at app.useonward.com/make-a-claim for quick assistance.
Real Examples from Merchants
Looking for inspiration? Here are examples of how other brands have featured Onward on their FAQ pages:
The Wanderful: shop.thewanderful.co/pages/faqs
Kinfield: kinfield.com/pages/faqs