Merchant FAQ — Checkout+

I self-installed Onward but it's in the wrong location or doesn't look clean.

See our Shopify Self-Install Troubleshooting guide for common fixes. Contact us at ops@useonward.com if you need further help.

Why is Onward missing from my store?

If you recently installed Onward: Our developers need to add a small snippet of code to your store for Onward to appear at checkout. This is done on a per-site basis and can take up to 3 business days. If it still isn't showing after that, email us at ops@useonward.com and we'll respond within 1 business day.

Note: Make sure you enabled Onward Package Protection in your settings. Read how to enable Onward Package Protection.

If Onward was previously active but has disappeared:

Why is Onward appearing as a product in my Shopify store?

Shopify uses a closed-cart system, which requires Onward to be listed as a product in order to add it to a customer's cart. To prevent it from showing up in your storefront collections, simply remove the Onward product from all collections so the product page isn't easily accessible.

Why does Onward need my billing information if it's free for merchants?

Onward is free for merchants! However, because Shopify uses a closed-cart system, revenue from each sale can't be automatically split between parties. To collect the Onward premiums your customers pay, we use Stripe to debit the exact premium total. We do this weekly and send a receipt every time — no surprises.

What if my products aren't sold in USD?

We use Shopify's built-in currency converter, so customers can pay in whichever currency is most convenient for them.

Is Onward a taxable or non-taxable product?

Please note: Onward does not provide tax guidance and cannot recommend whether Onward should be treated as taxable or non-taxable. The information below is for informational purposes only. Consult your tax advisor if you have questions.

By default, Onward is set as non-taxable when added to your store. If you determine that Onward should be taxable in your circumstances, you'll need to update the tax settings directly in your Shopify store. Onward is responsible for paying income tax on the premium fees it collects.

Can I hide Onward from appearing in product upsell slots?

Yes — follow Rebuy's guide on hiding products from recommendations to exclude Onward from upsell slots.

What if the order total is $0? Will Onward still be added?

No — if an order is free ($0), Onward is automatically removed at checkout.

Can non-storefront orders be covered by Onward?

Yes. As long as the Onward product is added to an order — whether through the frontend or backend — the order is covered.

What rate am I charged if I manually add protection to an order?

You'll be billed the standard customer insurance rate on your upcoming invoice, unless you have a specific merchant insurance rate on file with us, in which case that rate applies. Note that when a merchant manually adds protection, the Onward product will not appear in Shopify on that order.

Does Onward affect my free shipping threshold?

Onward can affect free shipping thresholds. To prevent this you can either:

Does Onward cover exchange orders?

Typically no — exchange orders will not show as protected in the claims flow.

How can I view a customer's CashBack code in Shopify?

Once enabled, the CashBack code will appear in Shopify > Orders > [Customer Order] under the Notes field.

How do I filter out Onward CashBack codes from my Shopify discount report?