The Onward x Richpanel integration lets your CS team file claims on behalf of customers without leaving Richpanel — saving your team time and keeping the customer experience smooth.
When is it useful?
When a customer contacts your team about a shipping issue and they purchased Onward Checkout+ as part of their order. While most customers contact Onward directly to start a claim, occasionally they'll reach out to you first. This integration lets you hand it off to us in seconds.
How it works
Once the integration is enabled, an Onward widget will appear in the Richpanel ticket sidebar for any conversation where the customer has an Onward-protected order. From there you can:
Open a claim with a single click
Check the status of an existing claim
Follow a direct link to view full claim details in the Onward merchant portal
After the claim is opened, our team contacts the customer and handles everything from there — nothing more is needed from your CS team.
Setup Instructions
Confirm that Onward Checkout+ is fully installed on your Shopify store
Log in to your Onward Merchant Portal
Navigate to Account > Integrations
Click the Information button in the Richpanel's card
Click Copy to copy the API Key
Adding the Onward Widget to Your Richpanel Inbox
After completing the setup steps above, you'll need to configure the Onward integration in Richpanel so it appears in the ticket sidebar. The Onward app requires Shopify to be installed in your Richpanel account.
In Richpanel, navigate to the Settings > My Integrations
In the right-side, click Add integration.
3. In the search bar type Onward and click on it.
4. In the modal, select the store you want to integrate with Onward, then paste the API key you copied from the Onward dashboard. Click Add integration
5. Navigate to the Inbox page and you'll see Onward added to the right-side sidebar.
That's it — you're done!
Filing a Claim via Richpanel
When a shipping issue comes up, click File a Claim in the Onward widget within the ticket sidebar. Order information will be pre-filled — simply select the affected items, the claim type, and any relevant details. We'll notify the customer about their claim status and follow up if we need anything further.
Troubleshooting
If the Onward widget doesn't appear, confirm the integration shows as installed on the Account page of your Onward Merchant Portal
Confirm the ticket is linked to an order placed with Onward Checkout+ selected at checkout
Try refreshing or reopening the ticket if the widget doesn't load right away
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