Onward VIP Protection+

A truly great product. Matt and the team are easy to work with, fast at implementation, and overall we are simply seeing the results right away. Our customers are feeling at ease knowing their orders are protected and we are seeing the return on that investment every week. Wish we were using them since we started using Shopify. Cannot say enough good things about Onward.

Onward is a game-changer for Nemah, enhancing our customers' post-purchase experience with seamless benefits like shipping protection, cashback, and carbon offsets. By integrating Onward, we're able to offer our customers peace of mind with every order, aligning perfectly with Nemah's commitment to quality and care. Onward's no-SaaS-fee model ensures that we can invest more into what matters most—our community. This partnership not only boosts customer satisfaction but also strengthens our brand's value proposition, making it an essential part of our growth strategy.

We've been using Onward for 2 years and have been very impressed with their entire operation. Adding protection plus is a great way to offer customers extra peace of mind and increase customer satisfaction. Their team has also been fantastic - they're always helpful and extremely responsive.

If you're looking for a way to protect your customers' purchases from damage/theft/loss I highly recommend Onward!

Onward has exceeded our expectations. It’s been pretty incredible to see the adoption rate from our customers. It’s clear they wanted the ability to protect their investment with us and Onward’s VIP service provides them with peace of mind. What's most interesting for us is that Onward goes beyond covering the standard package protection stuff (lost, stolen and damaged packages). Since we ship bulky items, Onward’s carbon neutral shipping program is also a nice win for our sustainability efforts.

Since launch, more than half of our customers have opted into Onward’s VIP+ Protection, which shows the impact of all the features (in addition to using shipping protection, we’re also using CashBack, Satisfaction Guarantee, Carbon Neutral Shipping). We love to see this adoption from our customers and it’s great to see all the new additional features on the way too. We just installed the new Track feature on our shop, which is entirely free. Everything Onward is doing is geared towards driving value right to our bottom line and it actually improves our customer experience as well. We highly recommend Onward to other busy teams!

In addition to the shipping protection, the free returns feature is a total game changer. We’re able to offer our customers a risk-free way of trying our product without having to pay for return shipping. That’s had a noticeable positive impact on our new customer acquisition efforts and bottom line. Not to mention, they offer easy integration with Gorgias which has made things super smooth for our CS team. With the Gorgias integration, If a customer contacts us with an issue, we’re able to quickly see if the order is protected with Onward and file claims on their behalf. Thank you Onward team!!

We’re very happy with the Onward service. We’ve been impressed with how responsive the team has been to the needs of our customers and also to our occasional operational issues. One issue comes to mind where we mis-shipped a bunch of product, but needed to get it back from our customers. Our previous shipping protection provider would just reship the correct product but wouldn’t help us get the wrong product back. Onward worked with us to create a process where we could file claims for mis-shipped product but replacements wouldn’t go out until the wrong back was back in transit. Nobody wants to send out wrong product, but it’s great to have a partner that can help us resolve an issue with minimal impact to our operations finances. Well done Onward!

We were previously with another shipping protection vendor, but Onward won us over with their fresh and innovative approach. We didn’t think offering just shipping protection to our customers was all that compelling and Onward agreed. They’ve really created something much more valuable for us and our customers with their new features like their satisfaction guarantee (if any of our customers are dissatisfied with their order for any reason, Onward will take care of them by either refunding them or letting them try something new). We’re big fans of their ability to create great value for the merchant and the customer. It’s a winning approach!

We've been having more orders get stuck in transit than usual, and I don't know what we'd be doing without Onward. It's so easy for our customers to solve their shipping problem, and we don't have to cover the cost anymore. Instead, we're actually receiving payouts from Onward. Couldn't be happier with this service!

Onward has played a pivotal role as an essential tool for us, enabling us to deliver exceptional customer experiences while offering financial upside for our company. They were one of the easiest partners to work with and customize for our particular tech stack - we initiated our partnership with Onward while maintaining a legacy Recharge implementation. Although this presented certain challenges that intersected with Onward's operations, their team exhibited remarkable responsiveness and adaptability in addressing these intricacies, which ultimately allowed us to have a customized widget and onboarding experience.

Onward’s claim process is fast, easy, and integrates very easily into our customer service workflows. It was extremely important that we partnered with a company that would keep our customers very happy with the service, while solving a pain point with lost packages. They take the burden off of our CS team. We highly recommend the service.