This article walks through the complete customer experience of the Onward return portal — every screen, every step. Whether you're a merchant previewing what your customers will see, or a customer looking for guidance, this is your go-to reference.
Accessing the Portal
Your return portal is available at a unique URL provided by Onward (you can find it in your Returns Settings). If your merchant has set up a custom domain, it might look like returns.yourstore.com.
You may also find the link in:
The store's website (footer, FAQ page, or return policy page)
Order confirmation or shipping emails
Direct communication from customer support
Step 1: Look Up Your Order
When you arrive at the portal, you'll see a simple form asking for two things:
Email address or zip/postal code — The email or postal code associated with your order.
Order number — Your order number (e.g., #1234).
Enter both fields and click Continue.
Returning a Gift?
If the item was a gift, click the "Returning a gift?" link at the bottom of the form. Gift returns work the same way, but:
You'll enter your own details (as the gift recipient) instead of the purchaser's.
Your resolution options will be limited to store credit and exchanges (no refund, since the refund would go to the purchaser).
If you don't have the order number, you may be able to look up the order using an alternative method.
Common Issues
"Order not found" — Double-check your order number and email. The email must match the one used to place the order. If you used a different email, try your zip/postal code instead.
"No eligible items" — Your items may be outside the return window or excluded by the store's return policy. Check the store's return policy or contact support.
Step 2: Select Items to Return
After your order is found, you'll see the Order Details page showing all items from your order.
Eligible Items
Items available for return are listed under "Available for Return" with:
Product image, name, and variant
Price per unit
A quantity selector to choose how many to return
Click on an item or adjust the quantity to begin the return process for that item.
Ineligible Items
Some items may not be available for return. This can happen when:
The item is outside the store's return window
The item has already been returned in a previous return
The item is excluded by the store's return policy (e.g., final sale items)
The item is from an exchange or replacement order and the store doesn't allow those returns
Ineligible items will be displayed with a note explaining why.
Items Already in Your Return
Items you've already configured for return appear under "Your Returns" with an option to edit or remove them.
Step 3: Provide Return Details (Per Item)
For each item you're returning, you'll go through a guided wizard. The exact steps depend on the store's settings, but typically include:
Has the Product Been Used?
Select Yes or No to indicate whether you've used the product.
Select a Return Reason
Choose from the store's configured return reasons. Common options include:
No longer needed
Not what I expected
Received the wrong item
Product was damaged
Depending on the reason, you may also see sub-reasons for more detail (e.g., "Item was too small" or "Color didn't match").
Add Comments
Depending on the store's settings and the reason you selected:
You may see a comment field where you can explain your reason in more detail.
Comments may be optional or required.
Upload Photo Evidence
For some return reasons (like damage or defects), you may be asked to upload a photo of the item. This helps the merchant process your return more quickly.
Exchange Selection
If the store has exchanges enabled and your item has multiple variants (sizes, colors, etc.), you'll be asked:
"Would you like to exchange for a different option?"
Choose a new variant (size, color, etc.) to exchange for.
Or select "No thanks, I'd prefer a refund or store credit" to skip the exchange.
If the product only comes in one variant, this step is skipped.
Step 4: Shop Now (If Available)
If the store has Shop Now enabled, you'll be invited to browse the store's catalog and shop for new items using your return credit.
The Shop Now Experience
You'll see a branded shopping page with the store's product collections.
Your available credit is displayed at the top (including any Shop Now bonus the store offers).
Browse collections, view products, select variants, and add items to your cart.
If your new items cost more than your credit, you'll pay the difference at checkout.
If your new items cost less, the remaining credit is issued as your chosen resolution (store credit or refund).
Opting Out
If you'd rather not shop, you can click "No thanks, continue with refund/store credit" to skip Shop Now and proceed with your preferred resolution.
Step 5: Choose Your Resolution Preference
If you're not exchanging or using Shop Now, you'll choose how you'd like to be compensated:
Store Credit — Issued as a gift card for the store. If the store offers a bonus (e.g., 10% extra), it will be shown here.
Refund — Returned to your original payment method (available only if the store has enabled refunds and it's not a gift return).
If only one option is available, it's selected automatically.
Step 6: Review Your Return
The Review page shows a complete summary of your return before you submit.
Return Items
A list of all items you're returning, including:
Product image, name, and variant
Quantity
Return reason
Exchange selection (if applicable)
Exchange Items
If you've selected exchanges or Shop Now items, they're listed separately showing the new products you'll receive.
Shipping Address
The address you're shipping items from. Click Edit to update your address, email, or phone number if needed.
Return Summary
A financial breakdown showing:
Return items value — The total value of items you're returning
Exchange items (if applicable) — The value of new items
Restocking fee (if applicable) — Any handling or restocking charges
Label fee (if applicable) — Return shipping cost
Bonuses (if applicable) — Store credit or Shop Now bonus
Total — What you'll receive (refund/credit) or what you owe
Submitting
If you owe money (for label fees, exchange differences, etc.), you'll enter your credit card information via Stripe and click "Pay & Submit Return".
If you don't owe anything, simply click "Submit Return".
A note at the bottom reminds you that return items must be received within 30 days.
Step 7: Return Submitted
After submitting, you'll see a confirmation page showing your return status as "Submitted." You'll also receive a confirmation email with:
A summary of your return items
Exchange items (if applicable)
A link to check your return status at any time
Information about next steps