Route ‑ Protection & Tracking
The reviews for the Route app on Shopify are mixed, with both positive and negative feedback from users. Positive aspects highlighted include the user-friendly platform, exceptional customer support from team members like Justin Boyce and Jordyn Wattles, efficient returns process, and seamless onboarding experience. Users appreciate the ease of filing claims and the peace of mind the app provides for both customers and merchants. However, some negative themes include issues with customer service responsiveness, unexpected rate increases, and difficulties with the app causing problems on the website, such as checkout button malfunctions and unauthorized promotions. Some users also expressed frustration with the app's handling of claims and termination of services.
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This service and the team behind have provided a seamless intregration into our ecom flow and are always quick to help as well if we have questions. Route is a great addition to any company working to streamline order protection and returns/exchanges to be more handsoff without lowering customer experience.
I will leave my original review attached below... (Was 5 stars). The customer service has gone downhill fast. We warned Route of scammers who were taking advantage of their services... they ignored us. WE gave them a solution to prevent the scams from happening... they ignored us. THEN PROCEEDED TO OFFBOARD US AS A CLIENT BECAUSE OF PROFITABILITY CONCERNS? "Unfortunately, the cost of claims has significantly outweighed the revenue generated through premiums, making it unsustainable for us to continue." - From Route Offboarding team. Congrats. You paid out $2.5K to scammers after ignoring our warnings. Great work Route team. They are great until ANYTHING goes wrong or you actually need to contact them. Canceling services with us after we were brushed off when trying to save THEM money still has me shaking my head. Previous Review (When the sun was shining)... Very easy for customers OR merchants to file claims. The process is 1/100th of the time it takes to try to get anything back from shipping companies. If there is photo proof of any dammage to the parcel & product. Everyone involved is covered. Heavily recommend, especially for smaller stores OR slim margins where "lost, stolen, or damaged" packages can really affect the bottom line. Most customers, if you are selling expensive products dont mind the cost for the peace of mind. HOWEVER!!!! If the order seems a little suspicious with Route insurance, we HEAVILY recommend putting signature required at delivery. If they have to sign for it, then they cannot claim it lost. (Really, it would be Route that loses the money when people are scamming by "claiming lost" when they got it. But it is good for your business to help deter scammers in the first place.)
We’ve had a wonderful experience working with Route. The platform is user-friendly, and the support we’ve received has been exceptional. Justin Boyce has been especially helpful throughout the process—he is knowledgeable, responsive, patient, and always takes the time to answer our questions thoroughly. His support has made the implementation and testing process seamless. We truly appreciate Justin and the entire Route team and would highly recommend them!
Justin is as good as it gets, and Route has been incredibly helpful for our business!
It worked well at first, but now I have a hard time getting someone to reply to my email. I can no longer login so I had to remove it from my store. Edit: They reached out and everything is fixed. Thanks
Hi there! Adam here from Route. Six years is a long time to trust us with your post-purchase experience, and we clearly dropped the ball at the end of it. You shouldn't have had to wait on an email to get back into your own account. The access issue is fixed on our side, and I've emailed you directly so we can make this right. We've also identified the cause of the issue and working on a fix. Best Regards, Adam Casper
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