Route ‑ Protection & Tracking
The reviews are overwhelmingly positive, with many merchants praising Route for smooth onboarding, seamless integration, and an easy-to-use dashboard. A recurring strength is the support team: reviewers frequently mention fast responses, knowledgeable representatives, and hands-on help from specific team members during setup, testing, and ongoing account management. Many also say Route improves the customer experience by making package protection, claims, tracking, and returns simpler and more efficient for both shoppers and staff. Several merchants describe the app as a valuable operational tool that saves time, reduces friction, and adds peace of mind. The negative reviews focus on customer service breakdowns, claim disputes, and concerns about business practices. Some merchants report slow or unhelpful support, difficulty getting responses, and problems accessing features or logging in. Others say Route denied claims, raised rates, or terminated service when claims costs increased, which led to frustration and a loss of trust. A few reviews also mention implementation issues, including checkout problems caused by the widget and unauthorized changes to promotions or settings. Overall, the app is seen as highly effective when it works well, but the negative feedback suggests that reliability and support consistency can become major pain points when issues arise.
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I've worked with Route and their team on multiple stores, and the setup process is always smooth, seamless, and easy! The support team does an incredible job with troubleshooting, answering questions, and last-minute requests when they pop up. The app and dashboard itself is also very easy to use and navigate.
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!
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