Our Satisfaction Guarantee allows brands to offer their customers either a 100% money back guarantee (for consumable products like supplements, food and detergents) or an extended warranty on the products they purchase (for durable goods like apparel, footwear and furniture). This is great for brands who don’t currently offer this type of coverage or those who already offer it but want to extend that offering from say 30 days to 90 days. In addition to this coverage, Onward also solicits product feedback which we then surface back to you for relevant insights into how your customers are reacting to your products.
If you want to enable this feature for your shop, simply reach out to your Onward account rep and they will enable it for you. In addition to enabling this feature we can also set the number of days allowed for the customer to try the product and file a claim if they are not satisfied.
In the event a customer is not satisfied with their purchase, they can simply file a claim through our claims flow and choose “Not satisfied” as their claim reason. From there Onward will refund the customer and credit you as the brand for the amount of the refund.
Onward sends surveys 30 days after the customer makes their purchase. This survey simply asks the customer to rate their purchase as positive or negative and they can leave a comment as to why they chose that. This has resulted in meaningful insights for brands directly from their customers.