We typically respond to initial inquiries within an hour. Our standard SLA is to have claims resolved within 1 business day.

Onward covers any shipping related issue including lost, stolen, or damaged packages, wrong item delivery, return to sender, and defective items. If you have our satisfaction guarantee enabled, Onward will also cover product quality-related issues.

Shopify has a closed-cart system, which is why Onward is listed as a product in the store. This allows Onward to increase the total-cart value.

To hide Onward as a listed product in Shopify, simply remove it from all collections on your store so Onward’s product page is not easily accessible.

Nothing! We provide a white-glove solution to offer shipping protection to all of your customers. You do not pass any fee, or anything as we charge a small premium to the customer to cover the item that they are purchasing from you.

Because Shopify has a “closed-cart system”, the total revenue made by each sale sent to the merchant is unable to be split among different parties. In order for us to receive the premium amount that our mutual customers pay for Onward Checkout+, we invoice for the exact amount of the total premiums minus any resolved claims and other credits. We invoice this amount weekly.

We use Shopify's currency converter that allows all customers to pay in whichever currency is most convenient for them.