Your Onward portal is your central hub for managing everything related to your Onward products — from reviewing orders and processing claims to configuring settings and tracking performance. This guide walks you through the portal layout so you can find what you need quickly.
Logging In
To access your portal, visit your Onward login page and sign in with your email and password. If you're a Shopify merchant, you can also access the portal directly through your Shopify admin.
Portal Layout
Once you're logged in, you'll see your main dashboard with a sidebar navigation on the left side of the screen. The sidebar is organized into clear sections so you can jump to any area of the portal in one click.
Sidebar Navigation
Here's what you'll find in your sidebar, from top to bottom:
Main Pages
Orders — View and search all of your orders synced from your store. Click into any order to see its full details, shipping status, and protection status.
Customers — Browse your customer database and view individual customer profiles.
Claims — View and manage all claims filed against your orders (available if Protect is enabled).
Returns — Access the returns processing queue to review, approve, and process customer returns (available if Returns is enabled).
CashBack — View and manage CashBack rewards issued to your customers (available if CashBack is enabled).
Order Edits — View all orders that customers have edited (available if Order Editing is enabled).
Analytics
The Analytics section contains your performance dashboards:
Protect — Your main Protect dashboard with tabs for Protect metrics, CashBack performance, Carbon Offsets, Shipping analytics, and Upfront Guarantee data.
Returns — Your returns performance dashboard.
Order Editing — Your order editing performance dashboard.
Settings
Configure how each Onward product works for your store:
Shop Setup — Core configuration settings including protection toggles and CashBack percentages.
Protect — Protect-specific settings like claims reason customization.
Returns — Comprehensive returns configuration including outcomes, policies, shipping, fees, and automations.
Track — Order tracking settings and Klaviyo notification event toggles.
Order Editing — Order editing settings like editing deadlines and allowed edit types.
Customer Experience
Branding — Upload your logos, customize your portal appearance, and configure email content for a branded customer experience.
Account
Manage your account details and team:
Shop Profile — Update your company, support, billing, and escalation contacts.
Billing — Manage payment methods, view upcoming settlements, and access past invoices.
Users — Add, edit, and remove team members who can access your portal.
Integrations — Connect third-party platforms like Klaviyo, Gorgias, Recharge, and more.
What You'll See Depends on Your Products
Your sidebar will show only the sections relevant to the Onward products you have enabled. For example:
If you have Protect enabled, you'll see Claims, the Protect dashboard, and Protect settings.
If you have Returns enabled, you'll see the Returns queue, Returns dashboard, and Returns settings.
If you have Order Editing enabled, you'll see Order Edits, the Order Editing dashboard, and Order Editing settings.
If you have CashBack enabled, you'll see the CashBack page and CashBack tab on your Protect dashboard.
This keeps your portal clean and focused on the tools you actually use.
Quick Tips
Use the sidebar to jump between sections — it's always visible on the left side of your screen.
Dashboards are powered by real-time data — check them regularly for insights into your performance.
Settings changes take effect immediately — when you update a toggle or save a setting, it's live right away.
Need help? Contact your Onward account manager or reach out to help@useonward.com.