Six-figure financial impact and 63 tons of carbon offset annually through comprehensive post-purchase protection tailored for consumable subscription brands
immi is revolutionizing the instant ramen category with surprisingly healthy, plant-based noodles featuring 24g protein and only 5g net carbs. With celebrity investors including Naomi Osaka, Usher, and Kygo, immi has transformed instant ramen from guilty pleasure into nutritious, delicious comfort food that customers can feel good about eating every day.
As immi scaled their direct-to-consumer business, they faced a fundamental challenge that traditional shipping protection couldn't solve: getting first-time customers to commit to purchasing ramen they'd never tried before. New customers hesitated at checkout, worried about being stuck with products they might not enjoy. This purchase anxiety is particularly acute for food and beverage brands selling online, where customers can't taste before buying. Without a robust satisfaction guarantee, immi was losing conversions at the moment prospects were ready to try their high-protein ramen.
The challenge intensified when it came to subscriptions. With a significant portion of revenue coming from recurring orders, immi needed comprehensive protection that automatically covered not just the initial purchase but all future subscription deliveries. Many shipping protection providers fail to properly integrate with subscription platforms, leaving recurring orders unprotected and requiring manual intervention from customer service teams. This created operational friction precisely where immi needed seamless automation.
Even though immi ships dry noodles rather than refrigerated products, shipping incidents still created margin pressure. Crushed packages and damaged goods meant absorbing replacement costs that directly impacted profitability. Meanwhile, as a challenger brand competing against established instant ramen players, immi needed creative ways to drive repeat purchases and build customer lifetime value that went beyond traditional loyalty programs. The question wasn't just how to protect orders, it was how to turn post-purchase protection into a competitive advantage that built confidence, encouraged subscriptions, and drove retention.
Onward provided immi with a complete post-purchase protection platform specifically designed for consumable subscription brands, addressing both product satisfaction and shipping protection in one integrated solution.
Onward's 100% Money Back Guarantee transformed immi's customer acquisition strategy. Now, customers can purchase any immi product with complete confidence: if they don't love the taste or the product doesn't meet their expectations, Onward handles replacements or refunds at no cost to immi.
This guarantee is particularly powerful for consumable brands like immi:
The Taste Guarantee means customers can order with confidence, knowing that if they're not satisfied for any reason, they're covered.
Onward's seamless integration with immi's subscription platform meant that when customers opt into protection on their initial order, all subsequent subscription orders are automatically protected with zero setup required from immi's team.
This solved a critical gap that many shipping protection providers miss:
With a substantial portion of immi's revenue coming from subscriptions, this seamless integration ensures consistent customer experience and comprehensive coverage across their entire customer journey.
Unlike traditional shipping protection that only covers lost, stolen, or damaged packages, Onward's solution for immi covers BOTH:
This comprehensive approach means immi customers are protected throughout the entire post-purchase experience, from the moment they place their order through their first bite of ramen.
Onward's carbon-neutral shipping option aligned perfectly with immi's health-conscious, environmentally aware customer base. Every protected order contributes to carbon offset initiatives, adding another layer of value that resonates with customers who care about both nutrition and sustainability.
Onward's CashBack feature transformed one-time buyers into repeat customers while simultaneously increasing protection adoption. When customers opt into protection, they automatically receive store credit rewards (typically 10% of order value) that can be used on future purchases. For immi, this created a powerful retention mechanism that generated a 10:1 return on investment.
The CashBack feature also increased adoption rates by giving customers tangible value even when nothing goes wrong with their order. Rather than viewing protection as defence against unlikely events, customers see it as a loyalty reward that pays off immediately. This psychological shift is particularly effective for consumable brands like immi, where repeat purchase behavior is critical to unit economics and customer lifetime value.
By implementing Onward's comprehensive post-purchase platform, immi achieved results that transformed their economics and customer experience. The platform drove 79% protection adoption, nearly double the industry average of 40-50%. This wasn't just a vanity metric. It demonstrated that when protection genuinely covers both shipping incidents and product satisfaction, customers recognize the value and opt in at dramatically higher rates than traditional shipping insurance.
The financial impact proved substantial for a brand operating on tight margins. Based on performance from May through December 2025, Onward is projected to deliver approximately $150,000 in annual financial impact to immi. For a consumable brand where every percentage point of margin matters, this six-figure contribution represents meaningful profit protection. The seamless subscription integration meant 100% of recurring orders received automatic protection coverage without manual intervention or customer friction, ensuring consistent revenue capture across immi's subscription base.
Beyond financial metrics, immi achieved measurable environmental impact that resonated with their health-conscious customer base. Carbon-neutral shipping on protected orders is projected to offset 63 tons of carbon per year, a meaningful environmental contribution for a brand whose customers care about both nutrition and sustainability. Meanwhile, immi's customer service team was freed from handling shipping and quality claims through Onward's self-serve portal, allowing them to focus resources on high-value interactions like recipe recommendations and product education rather than processing replacement requests.
The combination of the Taste Guarantee, subscription integration, carbon offset benefits, CashBack rewards, and comprehensive coverage created a system that simultaneously improved customer acquisition (removing purchase anxiety), protected margins (offloading replacement costs), drove retention (automatic subscription coverage plus 10:1 ROAS on CashBack with Onward sponsoring half the discount), and delivered environmental impact, all without adding operational overhead to immi's lean team. The result was a post-purchase platform that functioned as both conversion optimization tool and profit protection mechanism.
immi's success with Onward highlights why comprehensive post-purchase protection is particularly valuable for consumable subscription brands:
Purchase confidence. The Taste Guarantee removes the biggest barrier to first-time purchases for food and beverage brands, allowing customers to try without risk.
Subscription economics. Proper subscription platform integration means every recurring order receives protection coverage automatically, critical for brands where subscription revenue drives profitability.
Quality assurance. Beyond shipping issues, consumable brands need to address product satisfaction, which Onward's Taste Guarantee covers comprehensively alongside traditional shipping protection.
Environmental alignment. Carbon-neutral shipping resonates particularly well with health-conscious consumers who care about both nutrition and sustainability.
Operational efficiency. Dry goods have lower spoilage risk than refrigerated products, but packaging damage and quality concerns still require coverage. Onward's self-serve portal handles this without consuming customer service resources.
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