Today we're excited to announce that Onward is a Richpanel integration partner. If your team uses Richpanel to answer customer service emails, you can now see a customer's Onward shipping-protection claims and protected orders right inside the Richpanel conversation. No more tabbing over to the Onward dashboard mid-reply.
What's new
When a customer messages in about a lost, damaged, or stolen package, the answer is right there in the sidebar. The new Onward card shows claim status, cause, and resolution at a glance, alongside the customer's protected orders. And when you need to act, you can jump straight to Onward to view an order or file a new claim on the customer's behalf.
A few moments where this is a big lift:
A customer writes in about a package that never arrived, and you can confirm in seconds whether they're covered.
You're following up on an open claim and want its current status without leaving the conversation.
A customer asks "did you get my claim?" and you can confirm it was received.
You want to file a new claim for a specific order without switching tools.
You're troubleshooting a shipping issue and want to check whether the order was protected first.
Less tab-switching, faster replies, and a resolution the customer feels. That's the whole point of a better post-purchase experience.
How to turn it on
Setup takes about a minute:
In Richpanel, go to Settings → Apps (or use Add Integration from a conversation's Integrations tab).
Find and select Onward.
Choose the Shopify store you want to connect.
Paste your Onward API key. You'll find it in your Onward account under Settings → API Keys.
Save. The integration is live for that store.
From there, open any conversation with a protected customer, find the Onward card in the sidebar, and switch between the Claims and Orders tabs to see everything you need.
Your brand doesn't end at checkout, and now neither does the support experience. Welcome to Onward in Richpanel.
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