Claim Resolution ExpectationsUpdated 8 hours ago
When an order issue is reported and resolved, the item(s) will either be reordered, offered store credit, or refunded depending on partner policies, product type, in-stock availability, and/or the percentage of discounts received. In some cases, order issues may not be approved.
In this article, you can read more about what to expect in each scenario and where to reach out for further questions.
Onward will respond to all inquiries within 1-2 business days.
If you have any questions regarding a reorder or refund completed through Onward Package Protection, you can reach out to our Claims team at [email protected] and they'll be happy to assist.
Reorder Requested
- Shortly after Onward has processed a reorder, you should receive a confirmation email that includes the new order number and receipt of purchase. Once the order ships, you will receive another email with tracking information: tracking number and a link to track via the carrier service (i.e. UPS, USPS, etc.)
- Every reorder placed through Onward will also be covered by Onward Package Protection in the case of Stuck in Transit, stolen, or damaged items. So rest assured that you can always reach out to us should you experience another protected situation!
Refund Requested
If a refund request is approved, the Onward Protection cost will not be refunded and your refund will be processed to your original form of payment.
Refunds are not applicable to stolen / marked as delivered never arrived claim type.
You can expect to see the refund in your account within 5-7 business days.
Store Credit
Store credit is sent to the customer as soon as the claim is approved. It can be used on the specific merchant’s shop as a discount code on the next order the customer places. For stolen / marked as delivered never arrived refund back to card is not provided, but rather a store credit is provided.As per certain merchant policies Onward reserves the right to provide refund in form of store credit where applicable.