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.

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.

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.