DopeBoo review for Route: Post‑Purchase Platform
May 11, 2021
We finally got a lovely person (Katie) to provide us some support and help regarding the appin the end. But by that point there had just been too many issues to make it worthwhile. First, setup is not easy or smooth. Secondly, they modified some things in our checkout process that we didn't want and we had to have them resolve it. Next, we see clients adding it (or having it default and them not deselecting it) so ok....But we never saw or got notice of when a new order was needed to be shipped to a client. It was not a painless, smooth or easy process that they lead you to believe when making their sales pitch AT ALL. It also required you to log on over to their site and see and track things there. Sorry, I don't see that making life any easier. Then I guess we had 1 maybe 2 orders with issues and they reached out to us and said that we were having too many issues and had to raise rates/change the setup as it wasn't working for them. What?!?! In the end, it didn't save us any time, energy or ease of frustration with order issues. Spent awhile looking around at other apps and we'll move on to one of them. If we are going to have the headaches anyways, then why are we giving them the money? Would give it a 1 star were it not for the help Katie was kind enough to provide in the end.
Hi there, Thank you for relaying your experience. We’re so happy to hear that our wonderful CSM, Katie, was able to provide help and clarity in the end . We do apologize, however, for the rocky start. We’d be happy to look into your situation as well and do everything we can to further clarify and set things right. At times when merchants have additional assets on their page, or customized checkout processes as in your case, adding Route can require a few extra steps for a smooth setup. We do have a team dedicated to implementing the Route widget in such situations, and they can be reached at [email protected] should you run into any future implementation snags. We are so sorry for the confusion caused regarding notice of when a new order is needed to be shipped. When an issue is approved for a reorder, our specialists notify the customer and an update is provided for merchants within the dashboard. Regarding tracking, we do require an account login for our merchant portal so merchants can securely track their customers’ packages and have visibility into issue statuses and order stats. Customers, on the other hand, are welcome to download and log into our Route app or follow the web tracking link in their Route confirmation email to track their packages. Again, thank you for sharing your experience, and our apologies for any confusion caused. All of your feedback has been passed along to our team. If you experience any further implementation difficulties, tracking inquiries, or other questions, please feel free to reach out to [email protected] and we’d be more than happy to assist. All the best, Jordan, Customer Service
Shipping Insurance & Immersive Order Tracking | Route App