WickyDeez review for Route Protection and Tracking

June 24, 2020

Due to the known ongoing delays with couriers impacted being by covid-19, one of our customers had unfortunately been waiting for a long amount of time to receive their parcel which appeared to be lost in transit. We then raised our first claim request with Route on the Dashboard area and waited for an update. We didn't receive an email or notification so we kept checking each day and later found by the end of the week the case was closed without a resolution for our customer. As this caused confusion since there was no feedback given to why the claim was closed without any details, we raised a support ticket with Route. We later received an email reply from Jordan at Route explaining the the claim case was closed assuming there was recent tracking information which wasn't the case. We also found our customer wasn't contacted by Route either. We expressed our concerns around this since there was no movement in the tracking and the customer had already been waiting close to two months. We also mentioned to Jordan that Route's Dashboard didn't allow us to add any comments / notes upon raising the claim. Jordan was very understanding and got right on it to investigate further. She also promised to contact our customer and get back to us with a resolution. A few days after, we heard back from Jordan confirming she was able to resolve the issue for our customer with a full refund. We were very pleased with the professionalism and outcome that Jordan was able to provide in a quick timely manner as well keeping to her promise. Our constructive criticism to Route's service would be updating the Dashboard to load quicker, an area to allow us to add notes / comments, have visibility on what is being communicated to customers, and receiving email notifications when updates have been made to the claim case. Overall we haven't had any other issues with Route and highly recommend their service. Thanks again also to Jordan for resolving our case.