Onward Package Protection

Increase loyalty, provide peace of mind & protect the planet with Onward Checkout+

Onward is a holistic post-purchase platform for modern brands. Our product ensures customers get what they purchased while also rewarding them for being a loyal customer. Our all-in-one widget fits seamlessly into any theme and allows customers to insure their orders from any unforeseen issues that may arise from the time they make the order to the moment they receive their package. In addition to protecting orders, Onward drives loyalty with rewards, covers the cost of returns and protects the planet with carbon offsets.

Your customers get the benefit of a seamless claims flow with same-day resolutions if any shipping issues arise. Onward handles all of the support for delivery issues and pays for the cost of replacement orders or refunds in the event something comes up.

Our Zendesk app makes it so you can easily see which orders are protected with Onward Checkout+ and make a claim on behalf of your customers from within Zendesk.

Data and privacy

The Onward app accesses only the ticket requester's name and email and the current agent's name. These are used solely to look up the customer's orders and claims in your Onward account and to let agents file or view claims from inside Zendesk Support. The app does not access, request, or store ticket subjects, bodies, attachments, or other ticket metadata beyond what's required to render the sidebar.

Transmission and storage. All communication between the Onward app and Onward's servers happens over HTTPS. Requests from Zendesk to Onward are authenticated and signed using JWT URLs and OAuth, so Onward verifies that every request originates from your authorized Zendesk account. Internally, Onward maintains an information-security standard, including encryption and multifactor authentication on systems that handle customer data. Onward is SOC 2 compliant.

Access and use. Customer order and claim data is accessible only to the merchant's authorized Zendesk agents and to Onward personnel as needed to operate the service. Onward does not sell or rent customer personal information to third-party data brokers or marketing companies, and does not use Zendesk-sourced data for any purpose beyond the merchant's own claims and order workflows.

Incident response. Onward maintains documented incident-response procedures and notifies affected merchants and customers within the timeframes required by law if a security event involving their data is identified.

For full details on how Onward collects, uses, retains, and protects customer data — including rights under CCPA and other applicable laws — see Onward's Privacy and Data Security Statement: https://useonward.com/docs/privacy-and-data-security-statement.