Route ‑ Protection & Tracking
The reviews for the Route app on Shopify are quite mixed, with a combination of positive and negative feedback. On the positive side, many users praise the efficiency of the returns process and the helpfulness of the customer service team. Customers appreciate the ease of filing claims and the quick resolution of issues. The app is also commended for simplifying logistics and providing peace of mind to both merchants and customers. Additionally, users highlight the user-friendly platform and the dedicated support from team members like Justin, Jordyn, and Laura. However, there are negative reviews mentioning issues with customer support responsiveness, unexpected rate increases, and difficulties with app integration. Some users experienced problems with the checkout process, unauthorized promotions, and challenges in removing the app from their store. Overall, while the app offers valuable features such as shipping protection and returns, there are areas that need improvement in terms of communication and technical support.
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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
Route has made our returns process much more efficient for both our customers and our staff. From beginning to end, our project team has been very efficient in getting us set up, including specific issues to our company that arose. Justin Boyce was extremely knowledgeable and patient in getting us to the finish line.
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