Route ‑ Protection & Tracking
Post-purchase platform for protection, tracking, and returns
Rating
3.4
feedback
337
chart
#3,356
Reviews Over Time
App Ranking
Time spent using app
-
Less than an hour
1%
-
Less than a day
0%
-
Less than a month
11%
-
Less than a year
63%
-
More than a year
25%
Reviews Summary
The reviews for the Route app on Shopify are predominantly negative, highlighting issues such as technical problems, unauthorized promotions, poor customer service, billing discrepancies, and abrupt termination of services. Merchants have expressed frustration with broken widgets affecting checkout, unexpected charges, lack of support, and difficulties in resolving claims. Some reviewers also mentioned concerns about Route's handling of reimbursements and chargebacks, as well as the app's impact on customer experience. Despite a few positive comments on quick responses and initial onboarding experiences, the overall sentiment is one of disappointment and dissatisfaction with the app's performance and service.
Highlights
Review RSS Feed
All reviews
April 13, 2026
Route has been really beneficial for our business - we've reduced costs on replacement inventory and the amount of customer support required. Install was simple and our team there has provided amazing support.
April 3, 2026
Route has dropped our costs on lost inventory and the number of emails we answer as a result. Our team there has provided amazing support from the sales process through install and launch.
March 24, 2026
I granted Route collaborator access to install their app on my Shopify website. During this process, the widget broke my checkout button. When a customer went to checkout, it opened a file instead of leading to the checkout page. This went unnoticed for quite some time and negatively impacted my sales. Additionally, a Route cashback promotion was added to my widget without my approval, which could have caused further losses. These issues are unacceptable, especially given the trust I placed in the Route team. Based on these experiences, I do not feel confident recommending this app. I hope Route provides clearer guidance to their installation team to prevent similar problems in the future.
Hello--my name is Adam. I lead our implementation teams here at Route. I am very sorry to hear about this experience with our widget and the impact to your checkout flow. I've reached out to you through email to learn more and make sure our teams are following our strict implementation and quality testing guidelines.
March 11, 2026
They raised rates on us and don't cover the order AFTER the order was placed and BEFORE it was processed. Customer called to have protection added on after they completed order, we added it BEFORE the order was processed. Route then would NOT honor the protection after order was damaged. Con artists.
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