DUEROS review for Route Protection and Tracking
April 27, 2021
terrible service when it comes to covering the insurance cost which are lost. They stop replying or never do and doesnt make any sense to continue anymore with them as they cost a high percentage which is more then they state. --------------------------------------------------------------------------------------------Reply to your message: Thats not true. if in could send you a screenshot of what you guys charged my customers for each order those percentages are a lie. See screenshot in dropbox link below. https://www.dropbox.com/s/uyrqimr52irjnx0/Screenshot%202021-04-27%20at%2010.59.55.png?dl=0
Hi there, Thank you so much for your candid review. We're so sorry to hear your experience with Route has been less than ideal, and we'd love to do everything we can to clarify and make things right. We’re looking at your customer claims, and we’re seeing that they’ve all been handled and resolved in accordance with our coverage policies. Your history also shows that our Customer Success Manager has been an active communicator, responding throughout the relationship. We're also sorry to hear that you felt our costs were more expensive than anticipated. Route Package Protection is free for merchants and is available for purchase to customers in the cart page. For cart totals under $100 USD, Route is only $0.98 USD. For carts over $100 USD, Route is calculated from 1.5%-5% of the cart total based on several factors (for example, if an order was $150 USD, then Route could be $2.25 USD). I hope this information helps clarify any confusion caused. However, we'd love to know more about the communications you feel were missed, and if you have any further questions, by reaching out to us at https://help.route.com/hc/en-us or directly to your CSM, Ahseanté. We'd be more than happy to assist however possible. All the best, Jordan, Customer Service
Shipping Insurance & Immersive Order Tracking | Route App