G2

Kayla M.

Customer Experience Manager

Small-Business (50 or fewer emp.)

5/28/2026

"A strong tool for reducing CX workload and improving service"

4.5/5

What do you like best about Onward Checkout+?

How thoughtfully designed the overall experience is for both our team and our customers. The dashboard is clean and intuitive, making it very easy to navigate and reducing the amount of training needed internally. The Shopify integration was seamless, and it fit naturally into our existing workflows without requiring complicated setup or maintenance.

From a performance standpoint, claims are handled quickly and efficiently, which has improved the customer experience significantly. The self-service functionality is another huge benefit because customers can resolve issues on their own without needing to wait on our team, helping reduce support volume while still providing a premium experience. Review collected by and hosted on G2.com.

What do you dislike about Onward Checkout+?

There are only a few areas where we would love to see additional flexibility within Onward Checkout+. One improvement would be the ability to create multiple return labels for returns containing multiple items.

We would also love more customization around the customer education experience at checkout. Occasionally customers do not fully realize they are purchasing Onward+, so having the ability to link a help article or additional information directly within the add-to-cart or checkout experience would help communicate the value and benefits more clearly.

Having more control over refund amounts directly within the Onward portal would be extremely helpful for our team and would provide greater flexibility when handling unique customer situations and restocking fees. Review collected by and hosted on G2.com.

What problems is Onward Checkout+ solving and how is that benefiting you?

Onward Checkout+ has saved our CX team a significant amount of time by simplifying claims, lost shipments, and returns. Instead of spending time placing replacement orders or manually navigating return requests, our team can focus more on helping customers throughout their coffee journey and providing a better overall experience.

The self-service tools and automation have made the process faster and smoother for both our customers and internal team, and it has greatly improved our day-to-day efficiency. Review collected by and hosted on G2.com.