When a claim is approved, the customer receives a resolution. This article explains each resolution type, how it works, and what the customer can expect.
Resolution Types
Reorder
A reorder creates a new Shopify order with the same items as the original, fully discounted (the customer pays nothing). The new order is shipped to the customer's confirmed address.
How it works:
Onward creates a duplicate order in Shopify with the claimed items.
The new order is discounted to $0 (or the merchant's configured discount level).
The merchant fulfills the new order like any other.
The customer receives a shipping confirmation once the new order ships.
When it's used:
Customer's package was lost, stolen, or damaged and they want replacement items.
This is the default resolution for most claim types when the item is in stock.
Good to know:
Custom tags can be added to reorders for easy identification (configurable per claim cause).
If the item is out of stock, the reorder option is automatically removed and the customer is offered alternatives.
Refund
A refund returns the money to the customer's original payment method.
How it works:
Onward processes a refund through Shopify back to the customer's original payment method.
A custom note can be added to the refund (configurable per claim cause).
Processing time is typically 5–10 business days, depending on the customer's bank.
When it's used:
Customer prefers their money back rather than a replacement.
The item is out of stock and reorder isn't possible.
Store Credit
Store credit issues a Shopify gift card to the customer, which they can use on a future purchase.
How it works:
Onward creates a gift card in Shopify and emails the customer the code.
The credit can be applied at checkout on the merchant's store.
Some merchants offer a bonus percentage on store credit (e.g., 10% extra). This means if the claim is worth $50, the customer gets $55 in store credit — encouraging them to choose this option.
When it's used:
Customer wants credit for a future purchase.
The item is out of stock and the merchant prefers store credit over cash refunds.
Reimbursement
Reimbursement is a merchant-facing resolution type. It's used internally (not chosen by customers) for specific situations:
Chargeback reimbursement — When a customer files a chargeback with their bank and the merchant loses the dispute, Onward reimburses the merchant for the lost funds (if the order was protected and non fraudulent).
Resolution Emails
After a claim is resolved, the customer receives a resolution email:
Reorder — Confirmation that a new order has been placed, with order details.
Refund — Notification that a refund has been initiated, with the expected timeline.
Store Credit — The gift card code and instructions for redeeming it.