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.

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.

Onward has been a great partner to us so far - excellent team and service. The claims process is easy and straightforward, which is really appreciated by our customers and makes our internal teams' lives easier. We have a high bar in terms of expectations being met and the service has not disappointed. Their team tailored their service to our preferences, making the integration process smooth and simple. They've also followed up since implementation to genuinely understand how important it is for us to continuously improve going forward. While it's early, we're excited to see the impact of the CashBack benefit on our repeat business. Review collected by and hosted on G2.com.

No negatives to report! It would be great to see some additional reporting features and analytics added in the future, and the Onward team has already told us that they are working on this. Review collected by and hosted on G2.com.

I recently integrated Onward VIP Protection into my eCommerce business, and it has been a game-changer! Their no-hassle package protection service ensures our customers' orders are safeguarded against loss, theft, or damage, while providing great financial incentives that boost our bottom line.

The setup was seamless with their Shopify integration, and their white-glove onboarding had us up and running in no time. Our customers love the peace of mind that comes with Onward’s comprehensive coverage, which includes lost, stolen, or damaged items, and even carbon-neutral shipping. The user-friendly returns portal and fast claims process—most issues are resolved in under an hour—have significantly reduced our customer service workload.

Working with Onward’s team, led by their exceptional CEO, Josh Payne, has been a genuine pleasure. Josh and his team are responsive, professional, and truly invested in our success, making collaboration effortless. Their 24/7 claims support and tailored loyalty features, like CashBack rewards, have increased customer retention and repeat purchases, adding tremendous value to our brand. I highly recommend Onward VIP Protection to any eCommerce business looking to protect their orders and delight their customers! Review collected by and hosted on G2.com.

Customers pay an additional fee at checkout, but can easily opt-out Review collected by and hosted on G2.com.

We've used onward for over a year for our subscription box brand. Overall, we are pleased with the platform. We've seen a very high attachment rate to new orders (~75%) which has led to a solid passive revenue stream.

Onward was easy to setup, and we've had a generally smooth experience. When we've encountered issues, the customer support team has been responsive to resolve them.

They've also added some new features that increase the value of the product for the customer beyond just shipping protection. This sets them apart from other shipping protection solutions. Review collected by and hosted on G2.com.

We encountered occasional issues with prepaid subscription plans, but we were able to get this resolved. Occasionally, we experience customer confusion on what steps they should take to resolve their shipping issues. Review collected by and hosted on G2.com.

Onward has been a true revenue driver for our business, adding meaningful incremental lift to our bottom line. But what really sets them apart is the team, A+ across the board. From sales to implementation to support, every interaction has been seamless and professional.

The worst part of SaaS is usually the bait and switch, what you’re sold rarely matches the actual experience, and support disappears. Onward is the complete opposite. The product performs exactly as promised, and the support is best-in-class.

Unreal product, easy integration, exceptional team. Can’t recommend them highly enough. Review collected by and hosted on G2.com.

Nothing so far, the onward team has been quick to adapt! Review collected by and hosted on G2.com.