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Onward Package ProtectionUpdated 3 months ago

This integration was built by our partners and the wait time in case of any technical issues might be a bit longer than for a regular support request.

Onward is a holistic post-purchase platform for modern brands that ensures customers get what they purchase while also rewarding them for being loyal customers.

It 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. Gorgias makes it so you can easily see which orders are protected with Onward VIP Protection and be able to make claims on behalf of your customers from within Gorgias.


The Shopify integration only works with merchants who have installed the Onward VIP Protection+ app.

1. From your Gorgias account navigate to Settings -> App Store -> All apps.

2. Find Onward Package Protection on the list and click it.

3. Click on the Connect App button.

4. Authorize the app.

Once a customer present in both Gorgias and Onward creates a ticket, the widget will automatically show in the ticket sidebar from which you can access the order directly in Onward, as well as file a claim.

To file a claim, click on File A Claim to open up the claim portal - all of the order information will already be prefilled:

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