Onward

Nathan and Sons makes natural gum with unconventional ingredients and bold flavors. They have loyal customers, but a problem that traditional order protection can't solve: Not every customer loves every flavor on the first try. For most product categories, that's not a big deal. But for confectionaries, taste dissatisfaction is different from a damaged shipment. When someone doesn't like the flavor, you need to help them find the right one immediately, or you lose them forever. Nathan & Sons' previous protection provider offered the standard solution: issue store credit, hope they come back. Most didn't come back. Customers had to take their credit, browse through options, figure out what to try instead, and place a new order. By then, the moment was gone. They'd either requested a refund or simply forgotten about the brand. The solution Nathan & Sons wanted was simple: let customers select a different flavor directly in the claims flow. Right there, in the moment, while they're still engaged. When Nathan & Sons switched to Onward, we executed on their vision. Now when a customer files a claim because they don't like the taste, they immediately see their alternatives. Same or lesser value products. One click. Done. No store credit. No waiting. No hunting through the catalog. Just instant resolution. The results: Exchanges replaced refunds. Revenue stayed with the brand. Disappointed customers became repeat buyers instead of lost relationships. And the entire process runs self-service, with zero customer service overhead. The customer who didn't like the first flavor? They just found their new favorite. And Nathan & Sons kept them as a customer. This is what happens when order protection is built specifically for how consumables brands actually operate. Read the full story and check out what a truly upgraded order experience really looks like with Onward: https://lnkd.in/g-M99YzA

Everlane generated $1.5M in 90 days with Onward while offsetting 150 tonnes of carbon emissions. Traditional shipping protection works one way: something breaks, you file a claim. If nothing goes wrong, you don't receive a lot of extra value. Everlane flipped that with Onward. Their customers pay $3, get $15 in store credit, plus carbon-neutral shipping, plus a 90-day satisfaction guarantee. Whether the package arrives perfectly or not, customers receive value. Onward's embedded analytics also flagged specific 3PL carriers with poor performance, giving Everlane the data to change policies and cut costs further. When protection is structured as an order upgrade instead of basic coverage, it becomes a revenue generator, loyalty driver, and data source that makes operations more strategic. See the link in comments for the full Everlane story. Welcome to Onward, Everlane!

Amazon knows exactly who you are. Buy regularly, never return anything, and you're golden. Free replacements, instant refunds, and benefits you didn't even ask for. But try to return your fifteenth item this month and suddenly the experience changes. Restocking fees appear, refunds take longer, and the red carpet disappears. It's not personal, it's math. Amazon built systems to reward great customers and protect margins from bad ones. For years, only companies with massive data teams and custom infrastructure could do this. Everyone else had to treat every customer the same, hoping the good ones would stick around while the abusers ate into profits. That changes today. We just launched a completely rebuilt Onward that brings this capability to every DTC brand on Shopify. Real-time customer scoring across your entire post-purchase journey. Checkout, tracking, claims, returns, order editing. All connected. All personalized based on who that customer actually is. Great customer with a shipping issue? Instant resolution, no questions asked. Serial returner trying to game your policies? Appropriate friction that protects your bottom line. Same platform. Different experiences based on data, not guesswork. This is what post-purchase should have been all along. Learn more and come explore the new site: https://lnkd.in/gPbnHCgJ

66% of customers opted in for order protection on premium cold plunges. That's not a typo. When The Cold Life came to us, they were looking for a post-purchase experience on par with the premium product they offer. Their customers aren't impulse buyers. They're making deliberate investments in wellness equipment they expect to use for years. Budget protection with generic ticketing systems and week-long claim resolution would actively damage their brand if there was an issue. These customers expect responsiveness everywhere. Onward offers something different. White-glove support through dedicated Slack channels. Same-day claims handling. And Checkout+ benefits like CashBack credits and quality guarantees that provide value beyond basic coverage. The result: adoption rates unheard of for premium products. Turns out when you match service levels to customer expectations, high-AOV buyers don't see protection as an annoyance. They see it as exactly what they wanted. Read the full case study: https://lnkd.in/gAMcdAi2

Welcome to Onward, Maev. Maev sells premium frozen dog food. 98% of their business is subscription-based. And their customers are pet parents who care deeply about what goes into their dog's bowl. That combination creates challenges most brands never deal with. First, there's the subscription complexity. Customers rush deliveries. They delay shipments. They skip a month and come back. When that happened with their previous protection provider, the protection wouldn't sync with the modified order. That created orphaned charges, coverage gaps, and confusion for customers who didn't understand why they were billed separately or why their shipment wasn't covered. Second, there's the product itself. Frozen dog food isn't like shipping shelf-stable goods. Heat waves thaw product in transit. Carrier delays turn a fresh shipment into something unusable. And even when everything arrives perfectly, sometimes the dog just doesn't like it. That last one matters more than most people realize. When you're asking a customer to pay a premium for raw pet food, they need to know someone has their back if it doesn't work out. Not just if the package is lost. Not just if the box is damaged. But if their dog turns up their nose and walks away from the bowl. Maev's previous provider didn't cover that. Onward does. With Onward, Maev customers get a 90-day satisfaction guarantee that includes taste and texture. If the dog doesn't love it, Onward covers the refund or replacement. That's the kind of promise that builds trust with first-time buyers and keeps subscribers coming back. And on the subscription side, Onward integrates directly with Recharge. When customers modify their delivery schedule, the protection stays attached. No orphaned orders. No coverage gaps. No extra work for the support team. Maev moved their entire customer base to Onward. Not just new orders. Everyone. We're excited to help Maev stand behind every bowl and protect every delivery, no matter how complex the subscription gets.

Welcome to Onward, Parke. Parke makes ultra premium loungewear. High-quality pieces you can live in forever. Cozy sweatshirts. Soft fleece. Timeless pieces customers reach for every day and keep for years. Their previous shipping protection provider wasn't holding up its end of the deal. Parke kept running into the same problem: their provider wouldn't cover missing items from packages. Even when carrier weight discrepancies proved items were missing. The data was right there. The package weighed less than it should. Still denied. For a brand dealing with 3PL and warehouse errors regularly, that gap was killing them. Customers frustrated. Support team stuck in the middle. Parke absorbing costs they shouldn't have to. Coverage gaps were only part of the problem. Traditional shipping protection feels like a checkbox. An extra fee customers tolerate but don't understand. If nothing goes wrong, they don’t see any value. If something does go wrong, the claims process is frustrating. Either way, it doesn't build loyalty. Parke wanted more than coverage that actually works. They wanted protection that adds value. And Parke customers get more than just protection - they get a full Order Upgrade.  ->With Onward, the gaps are closed. Wrong items, missing items, return-to-sender issues. All covered. ->They get a 90-day satisfaction guarantee covering rips, tears, and other product wear issues. For loungewear, that matters. Customers wear these pieces constantly. Wash them. Stretch them. Live in them. ->They get 5% cashback on future purchases. Real value that shows up automatically. A reason to come back. Less like a policy. More like an on-demand membership without the subscription hassle. We're excited to help Parke close the coverage gaps and build the customer relationships their brand deserves.

Your customers in Tokyo shouldn't see English when they track their order. Your customers in Paris shouldn't see English when they file a claim. Your customers in São Paulo shouldn't see English when they request a return. Obvious? Yes. Most shipping protection solutions treat localization as an afterthought. Onward treats it as an essential platform capability in a true order upgrade experience. Every widget. Every surface. Every touchpoint in the post-purchase journey can speak your customer's language. This isn't a one-off translation hack. It's built into how the platform works. For brands selling internationally, this is the difference between a jarring experience that feels outsourced and a seamless one that feels like your brand. Because the post-purchase moment is when trust is built or broken. And nothing breaks trust faster than making a customer navigate a claims process in a language they don't speak. Let's talk about your plan for offering a localized experience, we are ready.

Onward is now the post-purchase platform for CBS Deals. If you've watched CBS Mornings, you've seen the storefront. Millions of viewers. Hundreds of brands. Products ranging from $15 kitchen gadgets to $5,000 luxury items. Most post-purchase setups are straightforward. One brand, one product catalog, one fulfillment flow. CBS Deals is different. Multiple vendors. Multiple fulfillment partners. Different policies. Different product risk profiles and customer expectations for every product category. Onward has been able to systemize all this to handle the complexity. All flowing through one storefront and now one platform (Onward) covering protection, tracking, and rewards across the entire ecosystem. CBS Deals customers now get: → Checkout+ expanded claims protection including missing, wrong, return to sender, and more → Real-time order tracking from purchase through delivery → CashBack rewards that deliver value whether or not anything goes wrong CBS Deals is operated by Knocking, which also runs Local Steals and Deals, America's Steals and Deals, and several other properties. Onward covers all of them. For merchants running multi-brand marketplaces or aggregator platforms: this is what platform-level integration looks like. One integration. Complete post-purchase coverage across your entire ecosystem. Upgrade your post-purchase flow today!

The person returning your product in January probably isn't the person who bought it. They got it as a gift. They don't have the order confirmation. They don't know which email it was purchased under. They just know they need to return it. Most returns flows break down here. "Enter your order number to get started." Dead end. Gift recipients shouldn't have to email your support team just to initiate a return. The returns app should handle it. Ours does. Onward

“But what if I don't like it?" 79% of customers opted in for protection, but it wasn't just for shipping. It was a taste guarantee. immi (the protein-packed instant ramen brand) used Onward's 100% Taste Guarantee to remove the biggest conversion barrier in consumable DTC. First-time buyers can try any flavor risk-free, and subscription orders are automatically protected. For consumable brands, this solves three problems at once: ->Removes purchase hesitation ->Protects margins on replacements ->Covers subscriptions automatically Also – good news, the ramen is delicious. #Protein. Find out more: https://lnkd.in/gnvFTGVg