Onward Checkout+ Reviews & Product Details

I really appreciate Onward VIP Protection+ for its top-tier customer support; it's been a game-changer, especially when dealing with lost, stolen, or damaged orders. The ease of use stands out—I found it very easy to set up with their help, taking about a week to go live. Communication with the support team has been a breeze; they are responsive, accommodating, and always willing to help tackle tough issues. I also value their openness to work with us on added features and aesthetic changes, which makes our partnership seamless. Additionally, Onward's CashBack program has been very beneficial, boosting both our revenue and customer loyalty. Review collected by and hosted on G2.com.

I'd love to see more data / analytics in the Onward dashboard so that we can improve our reporting. That said, Onward has been helpful with tracking down the additional metrics we need even though some items are not currently available in their dashboard. Review collected by and hosted on G2.com.

Onward VIP Protection+ saves time for my business by addressing customer order issues like lost packages and defects that used to take us much longer. It's easily integrated into our online store, so the majority of our customers use it, and it helps us tackle fringe cases that used to consume hours each week. Their customer service is also great and very responsive, which is really valuable. The initial setup was very easy because a representative met with us to set it up. Review collected by and hosted on G2.com.

Sometimes the solutions aren't what the customer wants, like only refunding the shipping cost. However, if we reach out to their support team, they'll help us make it right. Review collected by and hosted on G2.com.

I like that Onward VIP Protection+ offers an MVP of a product like shipping protection with the option to elect into other programs such as order editing and the returns platform. This flexibility is appealing since it allows us to expand without having to make a large implementation leap right away. Review collected by and hosted on G2.com.

I want as much autonomy over the design so that it matches our brand on the website and blends in as seamlessly as possible. And there are a few limitations still. There are light boxes that pop up right now, and we want them all to be uniform and look identical across the customer and user journey. Review collected by and hosted on G2.com.

As someone leading a support team, I’ve found Onward to be a huge asset when it comes to handling customer claims—whether it's damage, loss, or theft. Their response time is consistently fast, both when assisting customers directly or when we, as the merchant, need to step in and handle something ourselves.

One thing I appreciate is how responsive and helpful their team is. Any time we’ve needed clarification or support, we’ve received quick, informed replies that helped us move forward without delay.

From the feedback I get from my team, one thing is clear: having Onward in place makes their jobs easier. Instead of handling every edge case ourselves, we can confidently guide customers through the claims process and trust that they’re in good hands. It improves our workflow and the customer experience all at once. Review collected by and hosted on G2.com.

If I had to call out a con, it would be that some customers are still a bit confused by the initial claim process, especially when they expect resolution from us directly. A little more clarity or customization in the claim notification flow might help align customer expectations from the start.

Overall, Onward has been a reliable partner and a meaningful part of how we maintain customer satisfaction post-purchase. Review collected by and hosted on G2.com.

Partnering with Onward has been one of the most valuable additions to our post purchase experience. From day one, their team was incredibly hands on, walking us through every step of the integration process and making sure everything worked seamlessly with our site. They were responsive, proactive, and truly felt like an extension of our internal team.

What we love most is being able to offer our customers a real quality guarantee. Onward gives us the ability to stand behind every order with confidence, knowing our customers are protected if anything goes wrong with shipping. It reduces friction in our support process and gives shoppers peace of mind, which builds long term trust in our brand.

Since launching with Onward, we’ve seen a meaningful uptick in customer satisfaction and retention. It’s more than just shipping protection, it’s an investment in your brand promise. Review collected by and hosted on G2.com.

While working with Onward has overall been a great experience, one challenge is that, like with any customer facing program, it’s impossible to make every customer happy. Some customers may misunderstand what’s covered or expect instant resolutions even outside of policy guidelines. Despite Onward’s responsive team and clear communication, managing those edge cases can be tough but that’s also just part of running a growing brand. Review collected by and hosted on G2.com.

The Onward team is super-responsive to every claim, and always err on the side of helping the customer which we so appreciate. We chose them because we knew they would take care of our customers like we would, and they’ve totally delivered. With Onward’s carbon offset program included as part of the service, our customers can feel even better about their purchase with us. The seamless integration with our subscriptions provider has also been a big plus. Review collected by and hosted on G2.com.

I wish we started with onward sooner! (that's by no fault of theirs) but it has SAVED our customer experience and our CS team LOVES how seamless it is. Review collected by and hosted on G2.com.

I like that Onward VIP Protection+ supports my internal team by being responsive and allowing for customization. It also connects well with Shopify and Kustomer, which is useful for our integration needs. Plus, the initial setup was easy! Review collected by and hosted on G2.com.

It can sometimes confuse customers. Some customers don't know they opted in, so they don't know who to go to in order to resolve their issues. Review collected by and hosted on G2.com.

Onward has been a massive win for our ops and customer experience teams. It eliminated the manual headache of handling lost, stolen, or damaged package claims and reduced WISMO inquiries almost overnight. Customers can resolve issues on their own in just a few clicks, and the extra peace of mind at checkout has positively impacted conversion. The backend is clean, easy to use, and integrates seamlessly with our Shopify stack. Bonus: their team is responsive and proactive, which makes ongoing optimization feel like a true partnership. Review collected by and hosted on G2.com.

There’s really not much to dislike — if anything, we’d love even more customization around branding in the claims flow to keep the full experience feeling ultra on-brand. But honestly, that’s splitting hairs. The core functionality delivers exactly what we need. Review collected by and hosted on G2.com.

We're committed to making every purchase worry-free. That's why we use Onwards Customer purchase protection. As a brand we wanted to provide an extra layer of security with every order. It's seamless to integrate and gives our customer the confidence to shop knowing that the purchase will be protected from the time of purchase to when it arrives to their door. If something goes wrong, the customer is covered. simple fast, and designed to give peace of mind from check out to delivery. An added bonus for the customer when using Onward is earning points that can be used on a future purchase. I would recommend adding this application to your check out experience. Review collected by and hosted on G2.com.

Onward has been an added value for our brand. Review collected by and hosted on G2.com.

Onward was one of many options we weighed when looking for order/shipping protection for our business. They just flat out offered the best most seamless integration and they haven't stopped helping us when needed since we went live with them. They are hands on when we need them to be, but mostly their product just works and works well-- I know it gives our customer peace of mind and it's a win-win all around! Review collected by and hosted on G2.com.

There really are few if any shortcomings with this product, only hoping that they expand their line of features and work toward launching a full returns app that's competitive with some of the big apps in that space soon! Review collected by and hosted on G2.com.