Sloppy Chops Co review for Route: Post‑Purchase Platform
Dec. 16, 2020
This app has potential, but is seriously lacking after the latest update to policy. We have been utilizing Route throughout 2020 and initially had a great experience (timely communication in helping to get it installed on our site and also with our customers when there was an issue). HOWEVER, beginning this autumn 2020, Route changed its policies where when a claim is filed by a customer and approved by Route they do not immediately reimburse your account. Instead, if the claim is approved, they will immediately create a replacement order within your store and mark it as PAID and the claim as RESOLVED. Unfortunately, this order is NOT actually paid for at that time, nor is it fully resolved, as new policy dictates that they, theoretically, will now only reimburse claims on a WEEKLY basis (I say theoretically as I have not received reimbursement as of yet from the billing period ending 12/13/20, and there is no reimbursement scheduled on our invoice history w Route). This new policy, even when working as it should, easily leads to complications with the customer as they obviously want their new product shipped out ASAP, however, as a shop I need to explain to them that I will not ship out a replacement until payment *actually* clears from Route. Other issues that have also cropped up recently is poor communication (they take several days to respond to emails [if at all], and are curt in their messages, not answering fully and ignoring assistance requests). There is no phone number or live chat to speak with anyone in real time, so email is your only available method of communication with CS. Also, take note that their insurance does not cover the cost to ship the new item covered in the claim, so although a claim may be filed and approved, Route does not pay for reshipment of the replacement item, nor does the customer -- it will have to come directly out of the shop's pocket...not ideal for international packages or items that are pricey to ship.
Hi there, Route strives to provide top notch customer service, so we greatly value feedback and appreciate you sharing your experience with us. We are so sorry it was less than ideal, but we'd be happy to clarify further and assist however we can. Our new update - Resolve via Platform (RVP) - eliminates the time, effort, and cost required to resolve customer issues with a replacement order or refund when the customer encounters order issues with lost, damaged, or stolen packages. In terms of billing under this new system, Route still pays for qualifying refunds and reorders - the subtotal of the protected items minus shipping, taxes, or discounts - and merchants will be credited/paid weekly by Route for all refunds and reorders. Although we've changed how we format reimbursements, Route still works as promised. For more details on what RVP means for billing, read more here. While we are busy at work this holiday season with an uptick of online orders and COVID and weather delays, our new RVP update allows for a 24-48 hour response time and much faster resolution time. I see that a member of our merchant team has already been in touch with you regarding your billing questions and further assistance. However, should you run into further questions, or notice any billing discrepancies, feel free to reach out to us at [email protected]. I’ve notified our team of your feedback, so they’ll be on the lookout for any communications! Hope you had a lovely & safe holiday season, Jordan, Customer Service
Shipping Insurance & Immersive Order Tracking | Route App