Route Protection and Tracking

Dec. 17, 2024

The customer service is one of the worst I have ever seen. I have been trying to get help for over 2 months on a simple problem. I heard from a customer they couldn't checkout in mobile becasue the checkout button was not display. I figured it out, reported it to Route and 2 1/2 months later they have done nothing to help and every time I ask what is going on they say something like: "our engineering team will be glad to work on this as soon as resources are freed to do so. We'll let you know as soon as we have an update on this issue" And they never provide an update. Do yourself a favor and find another solution.

Dec. 16, 2024

Waste of time. Talked to Ryan at Route he offered a very low rate (vs competitors). I didn't know at the time the rate could be higher. I signed up and never got any payment from them. They said because I didn't sign some paperwork yet they were able to take payments just not able to pay me. So I canceled them and went with Redo sure enough they came back and said they would fix the mistake (pay what they owe me, pay the higher rate) and NEVER did. But they continued to deduct from our customers. Emailed for follow ups gave them weeks to get this resolved and they ignored my emails.

Nov. 21, 2024

Route has saved our customer service department so much time by handling the majority of our lost, stolen, or damaged packages. We are always so excited when we see Route has been attached to an order with an issue because it will be taken care of quickly! Plus Route saves our company so much money by replacing packages with the money they collect, not our company funds. Our rep Robert and the customer service team have been so helpful when issues arise. We are so happy with Route's services.

Nov. 20, 2024

We are always working towards better, and this is definitely a great solution for clients who may have experienced issues with the delivery of packages and new "safe drop" procedures by most major carriers. Custom support and whole ROUTE team is A ++

Oct. 23, 2024

They earned over $12,000 from our customers while paying out $648, what a scam. They take well over 24 hours to answer an email and then it is with a question. They know its only a matter of time before store owners will dump this scam of an app. My manager installed I never would have.

Sept. 18, 2024

Very helpful Customer Service, quick and easy.

Aug. 20, 2024

Route's customer service is very helpful! They were able to fix a problem I was having in integrating Route into my store. There's always someone there to help! Requests for reimbursement are easy to initiate. Customers seem to like Route as well.

Aug. 6, 2024

For four years we have had Route - spanning 527 orders and counting - and although our customers can opt out of purchasing it, most pay the small surcharge for the insurance (typically $1-3 for our orders). Finally we had a case yesterday where we had to claim on it, where the customer had the parcel stolen from his mailbox. Route was incredibly quick to resolve, and to settle the claim for us by refunding the customer directly. No fuss; no mess. Thanks Route!!!

Aug. 4, 2024

It is good but also not too good. The on boarding was great, but after that..... They handle each claim differently, they can modify orders and process refunds without an email or notification, and it's very hard to connect with someone there. They do not have a way to email or call support, you have to generate a ticket via "live" chat and have to wait a day for someone to respond. As nice as it is to offer insurance, it costs us the merchant 2.4-7 percent every time we sell Route depending on how the user paid. I wish they only collected 95% of what we sold so we didn't lose money. On average we sell 1000 in package protection a week. So it's small but it's still 24-70 dollars out of our pocket.

July 16, 2024

Great app! Super quick and helpful responses.

June 13, 2024

Save your money and use shipping insurance through Shopify. At least for our store I found there's little value that Route provides, especially for the pricing. 2-3 months of having Route installed ended up costing us over $560 for a single claim filed. Additionally they are very unclear on their pricing structure

May 30, 2024

Big sales push up front promising all your problems will be resolved without any of it backed up by reality once in use. Removing from our Shopify page after a year of use and zero customers actually being helped by it. They just want to use your small business store to skim money for themselves. For example, they will allow your customers to (unintentionally/accidentally) purchase Route protection on an in-store pick up order. They offered no remedy to this issue and don't really care. It's up to you to claw back the money.

May 24, 2024

The team was able to help me troubleshoot a challenging customer and provided great backup of screenshots and dates so I could take them back to the customer and review. Super helpful.

May 16, 2024

I love using Route. I can’t wait to implement this with my customers

May 8, 2024

They have detailed instructions for installation making it easy to use

April 18, 2024

We've had Route for two years and honestly, the agents that we had before our current agent (Shout out to Atakeli!) were nowhere near as responsive as he is. It makes such a difference and we will continue to have Route as a part of our online business. Nowadays, most claims are resolved in under a week.

April 9, 2024

Great add on to my website. Customers love the peace of mind in the shipping.

Feb. 20, 2024

Run away! This company takes your money and doesn’t refund it. As a small business owner, I am telling you to avoid the headache of dealing with these individuals, we already have enough on our plate.

Feb. 20, 2024

Route is awesome! We've been using it for years and both their product and support team have always been reliably great.

Feb. 15, 2024

This is a great resource for any business to protect orders, give customers a sense of peace and assurance plus the support from the app is top notch. Definitely recommend.