What is Onward Returns?
Onward Returns is a self-service returns and exchanges app built for Shopify merchants. It gives your customers a simple, branded portal to request returns, select exchanges, or shop for new items — while giving you full control over your return policies, automation rules, and financial outcomes.
Why Use Onward Returns?
Managing returns doesn't have to mean lost revenue. Onward Returns helps you turn returns into opportunities by offering your customers flexible resolution options:
Refunds — Issue a refund back to the customer's original payment method.
Store Credit — Offer store credit (as a Shopify gift card) to keep revenue in your store. You can even incentivize this option with a bonus.
Exchanges — Let customers swap for a different size, color, or variant of the same product.
Shop Now — Allow customers to browse your entire catalog and "shop" with their return credit, turning a return into a new purchase.
Key Features at a Glance
Branded Return Portal — A clean, customizable portal where your customers start and manage their returns. Use your own logo, colors, and even a custom domain.
Automated Workflows — Auto-approve returns, auto-process refunds/credits, and auto-restock inventory based on shipping events — all configurable.
Flexible Policies — Set return windows, restocking fees, item eligibility rules, and label sponsorship. Use conditional policies to create different rules for different products, regions, or customer segments.
Shipping Label Management — Automatically generate return shipping labels through ShipSidekick, or handle labels manually. Customers can print labels or use QR codes at drop-off locations.
Financial Control — Choose who pays for return labels (customer or merchant), set restocking fees, and decide whether fees are deducted from the customer's resolution or charged separately.
Analytics Dashboard — Track return rates, resolution types, top return reasons, and revenue metrics to make data-driven decisions.
Email Notifications — Customers are kept informed at every step with automated emails for submission, approval, and processing.
How Onward Returns Fits In
Onward Returns is part of the Onward platform, which also includes package protection and claims management. If you're already using Onward for package protection, Returns integrates seamlessly — giving you a single place to manage both claims and returns.
Who Is It For?
Merchants who want to reduce return-related revenue loss, automate return operations, and provide a great post-purchase experience.
Customers who want a fast, easy way to return or exchange products without back-and-forth emails or phone calls.