Every refund is a customer telling you they wanted something from you, it just wasn't the thing in the box. We just launched Smart Exchanges. It’s a new feature that brings AI-powered product recommendations directly into the @useOnward exchange flow. When a shopper starts a return, Onward now surfaces the right replacements in real time: the size that fits, the color they'll keep, the upgrade they didn't know you carried. It finds the right swap in seconds, so nobody scrolls your whole catalog or clicks straight to a refund. Why it matters for your bottom line: ->Refunds walk revenue out the door. Exchanges keep it in.  ->A guided, relevant swap beats a generic browse every time.  ->More kept orders, less support load, and higher retained revenue, without discounting your way there. Sending customers away empty-handed helps no one, lets help them find something they’ll love. Smart Exchanges is live now for Onward merchants.

When an iconic brand like @backcountry evaluates post-purchase platforms, the bar is high. Millions of customers, high expectations, zero tolerance for friction. Their team met with all the major players in the post-purchase space. The deciding factor was simple: @useonward was the platform built for brands and customers alike, designed to maximize lifetime value on every order rather than treat post-purchase as an afterthought. That has been our north star from day one: give every shopper an Amazon-caliber experience, and give every brand the LTV engine that comes with it. Proud to welcome Backcountry, our largest enterprise brand to date.

Great news for CX teams: @useonward is now integrated with @Richpanel! If you use Richpanel to answer customer emails, a customer's shipping-protection claims and protected orders now show up right in the conversation sidebar. Your team can: -> See claim status, cause, and resolution without leaving the ticket -> Confirm in seconds whether a customer's order is protected -> File a new claim on the customer's behalf, right from the conversation Faster resolutions, happier customers, zero tab-switching. Turn it on in Richpanel under Settings → Apps. More details: useonward.com/blog/onward-is…

Before @useOnward, @getSett was running post-purchase the way most brands do: a patchwork of point solutions, each covering one piece of the customer experience. Now it's one platform. Order upgrades at checkout, returns and exchanges, and a taste guarantee that lets first-time customers try a new kind of pouch risk-free. They also have a path to expanded loyalty features through Inveterate Inc (acquired by Onward). For a brand built on being the superior alternative, the post-purchase experience has to match the product. Welcome, Sett.

The Wood Veneer Hub is live on @useonward. Wall paneling has one of the toughest post-purchase environments in ecommerce. Orders ship to job sites, sit with contractors for weeks, and often aren't opened until months after delivery. Damage shows up late, and a single order might be 16 boxes where only one panel needs to go back. Most post-purchase tools weren't built for that. Onward was built to adapt to it. The Wood Veneer Hub is running the full Onward platform, including a custom returns and exchanges solution built specifically by Onward engineers to handle partial returns on multi-box orders. All at no cost to the brand. Welcome aboard.

SavedBy handles a claim. @useonward builds a relationship. That's the difference between a claims-only app and a full post-purchase platform. Claims handling matters, but it's a small slice of the post-purchase window. The bigger slice is everything that happens on the orders where nothing goes wrong, which is the vast majority of them. That's where loyalty gets built or lost. Onward uses that window with CashBack credits on every order, a satisfaction guarantee, returns, order editing, and now loyalty and paid memberships through the Inveterate acquisition, all personalized to each customer through a real-time intelligence layer that reads 40+ behaviors. The result is a customer who feels the brand show up on every order, not just the ones with problems. That changes repeat purchase rates, CX conversations, and the story customers tell about the brand. Full breakdown here: useonward.com/blog/onward-vs…

Big news at @useonward We’re thrilled to announce our acquisition of @InveterateHQ ! Inveterate’s mission of helping brands build relationships with their customers that went beyond transactions directly aligns with Onward’s vision. Together, we are expanding what is possible across the customer retention journey. The acquisition extends Onward’s retention offering by adding paid memberships and loyalty programs, moving Onward beyond post-purchase into an essential revenue engine for growing customer lifetime value. With the acquisition, merchants can now access a complete loyalty and membership solution at no additional cost. "Loyalty is where the next generation of brands will win, but loyalty on its own only goes so far. When it is built into a platform designed to maximize lifetime value, it becomes far more valuable to brands. Onward was the perfect fit for expanding what we built at Inveterate." Dylan Whitman, Co-Founder and CEO of Inveterate This is just the beginning. More to come soon! Full announcement: useonward.com/blog/onward-ac…

For @SereneHerbs, 95% of order edit requests reaching support came in too late to action. By the time anyone saw the message in CX, the order had already moved into pick and pack. The window between checkout and fulfillment at a high-velocity consumables brand is short, and most customers don't notice a mistake until they've already passed the point of no return through support. Onward's order editing closes that gap. Customers handle their own changes on the Thank You page right after checkout, before fulfillment locks. Onward Intelligence scores every edit in real time to keep the window safe. In their first 30 days on @useonward: ->720+ self-service edits processed ->35% reduction in order-related support tickets ->$3,700 in CX savings Read how Serene Herbs uses order editing to rescue orders that would otherwise become returns: useonward.com/case-studies/h…

The reason most order protection products underperform is the way they're framed. Sold as a defensive hedge against loss, adoption stays low and the product never becomes a meaningful line on the merchant's P&L. Reframe the same product as an upgrade to the order, and the conversation changes entirely. Two in three customers opt in. Adoption stops being the bottleneck, and protection finally generates real revenue for the merchant. That reframe is the core of how @useonward works, and it's why we're excited to announce our partnership with @go_portless . Portless ships ecommerce orders direct from manufacturers in Asia to consumers in 75+ countries in 5 to 8 days. They solved the speed side of international DTC. Onward turns delivery issues from a CS burden into a resolved claim in under an hour. Together, Portless merchants get a complete international post-purchase layer: fast fulfillment, opt-in order upgrades at checkout, and profit on every protected order. Order protection is one of the many features Onward provides to merchants. The full platform also covers returns, order tracking, order editing, and cashback rewards. But the order upgrade engine is the wedge that makes the rest of the work compound, because it's the only piece of the stack that adds revenue from day one. Portless merchants can enable Onward in a few clicks from the dashboard. More Details: useonward.com/blog/onward-po…

Conversations about post-purchase stack consolidation seem to always start with cost, then quickly shift to improving customer experience. When returns, tracking, and CX tools operate independently, every customer interaction starts from zero, and you end up running one policy for everyone. The alternative: reliable customers get frictionless returns. Serial returners quietly experience more steps. A proactive store credit when a top customer's delivery runs late. An instant refund the moment a trusted customer's return hits the carrier. A restocking fee for the 70% returner. This isn't arbitrary. It's driven by data and insight across every touchpoint on an integrated post-purchase platform. We have some strong opinions here at @useonward . You might too. useonward.com/blog/consolida…

Most returns apps have a "shop now" feature. Most of them drop the customer back on your website and hope for the best. There's no recommendation. No guidance. Just a store credit code sitting in their account and a full catalog to figure out on their own. That's not an exchange flow. That's friction with a discount attached. Shop Now in @useonward 's returns portal works differently. Customers never leave the app. They see curated product recommendations based on why they returned, size issue, fit issue, whatever it was. They pick something, pay any difference right there, and they're done. No new checkout session. No CX ticket. No abandoned session because it got too complicated. The result is fewer straight refunds, more exchanges, and an AOV lift when customers find something they actually want. If your returns flow is sending customers back to the site and hoping they figure it out, there's a better way. useonward.com/returns

OrderProtection handles a claim. @useonward builds a relationship. This is the difference between a claims-only tool and a full post-purchase platform. Claims handling matters, but it's a small slice of the post-purchase window. The bigger slice is everything that happens on the orders where nothing goes wrong, which is the vast majority of them. That's where loyalty gets built or lost. Onward uses that window with CashBack credits on every order, satisfaction guarantees, returns, order editing, and extended warranties, all personalized to each customer through a real-time intelligence layer that reads 40+ behaviors. The result is a customer who feels the brand show up on every order, not just problematic ones. That changes repeat purchase rates, CX conversations, and the story customers tell about the brand. Full breakdown here: useonward.com/blog/onward-vs…

Onward just picked up 5 new @G2dotcom badges for Spring 2026. ✅ High Performer ✅ Easiest to Use ✅ Most Likely to Recommend (SMB) ✅ Easiest to Do Business With ✅ Best Support These accolades come directly from the merchants who use our platform every day. Their feedback is what matters most, and we are incredibly grateful for the recognition. Onward now ranks 16th out of 1,070 products in our G2 category. We continue to hold the #1 spot in shipping protection industry-wide. We’ve built a platform merchants trust, and these badges prove the experience lives up to the promise. See what merchants are saying: g2.com/products/onward-check…

What if your post-purchase experience paid for itself? @useOnward combines order protection, free returns, cashback rewards, and customer service automation into one platform. Brands that make the switch stop paying for multiple point solutions and start generating revenue from the post-purchase experience instead. Our calculator shows you your projected annual financial impact based on your GMV. Plug in your numbers and see what you're leaving on the table. Visit: useonward.com/calculator

What happens to your conversion rate when shoppers can see order protection at checkout? @BombshellSports ran a two-month A/B test across 340,000 sessions using @Intelligems to find out. The results: the variant with the @useonward widget visible at checkout outperformed the control group on every key metric: +2.81% lift in conversion rate +4.69% lift in revenue per session And the impact doesn't stop at checkout. Bombshell is also generating reorder revenue from approved Onward claims, turning resolved issues into repeat purchases. Order protection isn't a cost of doing business. When it's built into the experience, it becomes a driver of it. Curious what it could do for your store? Check out the full story: useonward.com/case-studies/h…

Better benefits, better LTV. That's the standard @useonward was built around. The biggest reason? Onward Intelligence. It's a real-time scoring layer that analyzes 40+ customer behaviors across every post-purchase touchpoint. Spend history, lifetime value, return patterns, and it uses that data to determine what experience each customer should receive. Your best customers get faster claim approvals and double CashBack credits. Problem customers get appropriate friction. No blanket policies. No punishing good customers for the actions of bad ones. Building something comparable required custom data infrastructure most DTC brands couldn't access, until now. Onward brings it built in and the rest of the platform backs it up: -No free returns requirement -$0 SaaS fees -2x the claim types of competitors -AI-powered fraud detection -CashBack rewards and satisfaction guarantees -Claims resolved in under an hour See how our model compares: useonward.com/blog/onward-vs…

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 @useonward 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: useonward.com/blog/we-are-fi…