Case Study: Kinfield increases conversions and LTV with Onward Checkout+

How Kinfield increased conversions by 18% using Onward’s comprehensive order protection

Kinfield, a sustainable skincare brand, faced the challenge of building customer trust for its online sales while also protecting its profit margins from the costs of refunds and chargebacks. They needed a comprehensive order protection solution to give new customers the confidence to try their products without the financial risk coming directly from the company. This led them to partner with the vendor Onward and implement their Onward Checkout+ service.

Onward's solution provided a 90-day satisfaction guarantee, a self-serve claims portal for quick resolutions, and a CashBack rewards program. This approach boosted customer confidence and loyalty without Kinfield bearing the cost of reimbursements. The results for Kinfield were significant, including an 18% increase in conversion rates, an 84% claim resolution rate within 24 hours, and a 23% increase in customer lifetime value within just four months of using Onward.

Kinfield

Lou Sherman

Customer Experience Lead