Onward Checkout+ is a shipping protection and enhanced checkout experience for Shopify stores. It gives your customers peace of mind on every order — and gives you a powerful tool for reducing support tickets, resolving shipping issues fast, and building customer loyalty.
What It Does
When a customer shops at your store, they'll see the Checkout+ widget on your cart or checkout page. With one click, they can upgrade their order with a bundle of benefits:
Shipping Protection — If their package is lost, stolen, or damaged in transit, Onward handles the claim and resolves it fast (usually same-day).
CashBack Rewards — Customers earn cashback on their purchase, redeemable as store credit on their next order.
Quality Guarantee — Extends coverage beyond shipping issues — if a customer isn't happy with the product quality, they can file a claim within a set number of days.
Carbon-Neutral Shipping — A portion of the premium goes toward carbon offsets, making the shipment environmentally friendly.
Priority Support — Customers with Onward protection get dedicated support for any order issues.
Not every feature is enabled for every store — your Onward account is configured with the specific features that apply to your business.
How It Works
Here's the flow from a customer's perspective:
Shopping — The customer adds items to their cart as usual.
Checkout+ — At the cart or checkout page, they see the Checkout+ widget offering shipping protection and other benefits. The cost is a small percentage of their order value.
Opt In — They choose to add Checkout+ to their order (or opt out to continue without it).
Confirmation — After purchase, they receive an Onward welcome email confirming their coverage, with a link to file a claim if needed.
If Something Goes Wrong — If their package is lost, stolen, damaged, or they have a quality concern, they file a claim through a simple online form.
Resolution — Onward reviews the claim and resolves it — typically with a reorder, refund, or store credit — often on the same day.
Benefits for Merchants
Fewer support tickets — Onward handles shipping issue claims directly, so your support team doesn't have to.
Same-day resolutions — Customers get fast resolution, improving their experience with your brand.
Revenue from premiums — You earn a share of the protection premiums collected on your orders.
Increased conversions — CashBack rewards and satisfaction guarantees encourage customers to buy with confidence.
Reduced chargebacks — When customers have a clear path to resolve issues, they're less likely to dispute charges.
Customer loyalty — CashBack rewards bring customers back to your store.
Benefits for Customers
Peace of mind — Orders are protected against loss, theft, and damage.
Fast resolutions — No waiting weeks for carrier investigations. Onward resolves claims quickly.
CashBack rewards — Earn store credit just for adding protection.
Quality coverage — Coverage extends beyond the shipping — if you're not happy with the product, you're still covered.
Easy claims — File a claim in minutes through a simple online form. No need to call anyone.
What's Included in Coverage
When a customer adds Onward protection to their order, they're covered for:
Issue | What It Means |
Stuck in transit | Package hasn't had a tracking update for an extended period |
Damaged in transit | Package arrived with items broken or damaged |
Stolen | Package was marked delivered but never received (porch piracy) |
Missing items | Package arrived but one or more items were missing |
Wrong item | A different product was shipped than what was ordered |
Returned to sender | Carrier returned the package to the merchant without delivery |
Quality issue | Customer isn't satisfied with the product (Satisfaction Guarantee, if enabled) |
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