How Onward Checkout+ Covered $170K in Claims and Drove $370K in Repeat Sales for Prolon

A Five-Day Program That Only Works If Customers Come Back

Prolon, made by L-Nutra, sells a five-day Fasting Mimicking Diet: a plant-based meal program built on longevity research from the University of Southern California. Customers eat a measured set of soups, bars, teas, and supplements for five days, and the food is designed to give the body the effects of a fast while they keep eating.

That model shapes how Prolon thinks about the customer. The program is meant to be repeated in cycles, so the business depends on second and third purchases. And the first purchase asks a lot. A customer is committing five days of their diet to a box they've never tried, often after seeing an ad or hearing about it from a friend.

Prolon sells through separate storefronts in the US, Canada, and Australia. Each one has its own currency and logistics, but the same commercial question applies in all three: how do you get a skeptical first-time buyer to try the program, and then get them to come back?

The Challenge

The Real Risk Was Never the Carrier

Most order protection is built around what happens in transit. Packages get lost, stolen, or damaged, and the merchant pays to reship.

Prolon's risk looks different, and it shows in the types of claims the brand receives. About 4 in 5 claims filed through Onward were satisfaction claims: customers who received the program, tried it, and weren't happy with the result. Stolen packages made up just 6% of claims. Damage and wrong-item claims were smaller still.

For a wellness program, that pattern makes sense. Results are personal and they take time. The hesitation a new customer feels before buying is about whether the program will work for them.

A brand can answer that hesitation with a generous guarantee, but a guarantee has a cost. Every refunded program is margin lost on a customer the brand already paid to acquire. Funded from the P&L, a strong guarantee becomes a line item that grows with every new customer, which is the reverse of what a growth team wants.

The Solution

A Satisfaction Guarantee Funded by Checkout+

Prolon launched Onward on its US store in August 2025, with Checkout+ at the center.

At checkout, customers can opt in to Checkout+, an order upgrade that bundles protection, a 90-day satisfaction guarantee, and CashBack rewards into a single add-on. The upgrade pays for the stack, so Prolon carries no SaaS fees, and the customers who choose it fund the guarantee.

For the customer, the experience is simple. If the program doesn't deliver what they hoped, they file a claim through Onward and it gets resolved.

For Prolon, the economics change. The cost of standing behind the product moves off the P&L and into a model that pays for itself. The brand can offer a guarantee strong enough to convert a hesitant first-time buyer without that promise eroding contribution margin.

The same purchase also starts the repeat cycle. Upgraded orders earn CashBack rewards, store credit that sits in the customer's account and brings them back for their next five-day cycle.

Prolon has also enabled Onward's order editing, so customers can change an order themselves after checkout, before it ships. A returning customer who knows what worked in their last cycle can adjust the new order to match, and a customer who mistyped an address can fix it, without opening a support ticket.

Going International

One Stack, Three Storefronts

In August 2026, Prolon brought the same setup to its Canada and Australia stores.

Each market runs as its own storefront with its own currency and logistics, yet the Onward configuration carried over intact: Checkout+, the 90-day satisfaction guarantee, and CashBack.

Onward expanded into those markets alongside Prolon. Moving into a new country often means taking on local post-purchase platforms, each with its own contract, integration, and support team to manage. Prolon launched Canada and Australia on the same Onward platform it already ran in the US, with no new vendors to bring on, so the guarantee and CashBack program its customers relied on came along to each new market.

For a brand operating in several countries, that's the practical win: the program that de-risks the first purchase and funds the second one works the same way wherever Prolon sells.

The Results

$170K in Costs Covered and $370K in Repeat Sales

Since August 2025, Onward's impact on Prolon's business falls into two buckets: costs that came off Prolon's P&L, and repeat sales that went onto it.

Costs covered: $170K in claims

Every upgraded order is covered. Across the US, Canada, and Australia, each customer who adds Checkout+ buys with the 90-day satisfaction guarantee and order protection behind them, funded by the upgrade.

A guarantee customers trust, and rarely need. Upgraded orders have a 1.4% claim rate. The guarantee is there for every upgraded customer, and only a small share ever call on it. That is what makes a generous promise affordable: it lowers the perceived risk on every order while being used on very few.

99.8% of claims resolved. Onward has covered $170K in claims for Prolon's customers, the large majority of them satisfaction claims. That's $170K in refunds and replacements that didn't come out of Prolon's margin. A customer who wasn't happy with the program got a resolution instead of a dispute, and that protects the brand relationship at the moment it's most at risk.

Repeat sales driven: $370K from CashBack

CashBack rewards have driven $370K in sales from returning customers. Measured against the $85K in CashBack those customers redeemed, every dollar of CashBack used came back as about 4.4x in revenue.

Takeaways for Wellness and Consumable DTC Brands

1. Protect against the risk your customers actually feel. For Prolon, carrier loss was a minor issue next to "will this work for me?" Four in five claims were about satisfaction. Look at what your customers hesitate over before they buy, and build the guarantee around that.

2. A strong guarantee doesn't have to cost margin. With Checkout+ funding the 90-day satisfaction guarantee, Prolon can make a bold promise to new customers without the cost growing alongside acquisition. The brand gets the conversion benefit of the guarantee without the P&L line.

3. First-order confidence is the start of customer lifetime value. A product designed to be repeated only pays off if customers come back. The guarantee gets a hesitant buyer through the first cycle, and CashBack gives them a reason to start the next one. Together they move the economics from first-order profitability to repeat purchase rate and lifetime value, in every market Prolon sells in.

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