Beautifully Unique Leggings review for Route Protection and Tracking

Jan. 5, 2025

I contacted Route customer support on December 20th regarding a missing reimbursement for an order they gave to a customer (from my funds) for an order back in September. They did not respond after several emails and contact through the Shopify app. Finally on December 26th they responded. Once I finally had someone respond I let them know that on that order the customer had also filed a chargeback for the Route insurance, in which I had previously contacted Shopify customer service about. The customer's bank sided with the customer. Shopify charged me the chargeback fee, even thought I didn't have the customer's Route insurance fee -- Route does. The chargeback should have been with Route. It is now January 5th. Route customer insurance keeps telling me to be patient that they are waiting on their billing department. I have followed up eleven times and asked for a supervisor four times. Route keeps telling me to be patient. They will NOT connect me with a supervisor. 1. Customer's Chargeback on order #***** Shopify charged me for both Route’s insurance fee (which was refunded to the customer) and the chargeback fee. The chargeback should have been handled by Route, not me. 2. Missing Reimbursement from Route: The main issue with Route is their failure to reimburse me for the amount refunded to the customer for the same order (#*****) due to an insurance claim through Route by the customer. This refund came out of my funds in September, yet Route has not returned the money to me. To summarize, there are two separate concerns for the same order #*****: The missing reimbursement from Route for the refund they issued to the customer. The Shopify chargeback for Route’s insurance fee and the associated chargeback fee for the same order. This insurance app is NOT recommended. Instead from an in-house insurance app to use on your store.