Route Protection and Tracking

Hello, Thank you for writing this wonderful review! We're thrilled to hear you have had a good experience using Route! Route prides itself on offering great customer service and we are pleased your account manager has been helpful. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Thanks, Bianca, Customer Service

Hello, Thank you for writing this wonderful review! We're happy to hear you have a good experience using Route! Route prides itself on offering great peace of mind for merchants and their customers. If you have any questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a great day, Bianca, Customer Service

Hello, Thank you for writing this wonderful review! We're thrilled to hear our team was able to get you taken care of. Route prides itself on offering great peace of mind for merchants and their customers through our package protection and world-class customer service! Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a great day, Bianca, Customer Service

Hi there, Thank you for the kind words! We're happy to hear your Customer Success Manager and the support team have been helpful. We are glad we could be your solution for your package protection. If you run into any future questions, please feel free to reach out to your CSM directly, or our team at: https://routeapphelp.zendesk.com/hc/en-us. We'd love to assist however possible. Have a great day! Bianca, Customer Service

Hi there, Thank you for sharing this feedback. At Route, we pride ourselves on offering world-class customer service, and we’re so sorry to hear your experience fell short of expectations. We’d be happy to look into your situation and answer questions about the process. First, we want to apologize for any delay in response to your customers. The Route team works hard to respond to every claim in a timely manner, and we understand the impact a delayed response has on the customer experience. We apologize for any delays that may have happened. We know this doesn’t always make for a great experience for customers. Second, we understand the importance of the post-purchase experience and the impact it has on your reputation and revenue. Package protection should be a good, easy experience for you and your customers, which is why we're happy to assist further if you feel any claims have been wrongfully denied. Please reach out to [email protected] with claims you'd like us to revisit, and we'd be more than happy to double check issues. Our team has been notified and we'll be on the lookout! Our goal is to always do right by merchants and their customers, so if mistakes were made, we'll catch them. Feel free to reach out with any other questions as well. We’d love to help however we can. All the best, Bianca, Customer Service

Hi there, That's unusual, so thank you for bringing this to our attention! At Route, we pride ourselves on offering world-class customer service, and we'd like to dig into why installation was short of seamless in your experience. We’d like to take a closer look and help with any questions that come up while adding Route to your site. You can contact us at [email protected] and we'd love to help any way we can! All the best, Bianca, Customer Service

Hi there, Thank you for this lovely review! We're happy to hear that you've enjoyed a wonderfully supportive Customer Success Manager, in addition to Route's easy-to-use Merchant Portal and Help Center. We feel very lucky to partner with you and your mission of creating functional yet fashionable activewear for all women. Thanks for all you do! If you run into any future questions, please feel free to reach out to your CSM directly, or our team at: https://routeapphelp.zendesk.com/hc/en-us. We'd love to assist however possible. Hope you're having a great week, Jordan, Customer Service

Hi there, Thank you so much for this wonderful review! We're so glad to hear you and your customers have enjoyed the reassurance Route package protection offers, as well as the easy install and set-up. We love partnering with merchants such as yourself, and we are happy to protect your luxurious clothing line! Should you run into any future questions or issues, please reach out to our team at https://routeapphelp.zendesk.com/hc/en-us. We're here to help however we can! All the best, Jordan, Customer Service

Hi there, Thank you for sharing this feedback. At Route, we pride ourselves on offering world-class customer service, and we’re so sorry to hear your experience fell short of expectations. We’d be happy to look into your situation and help or clarify however possible. After reviewing your customer order issues, we’re showing that those closed or denied were due to the following reasons: 1) Order tracking showing “unfulfilled”. In such cases, Route will refer the customer to the merchant for a fulfillment update or updated tracking (should the order have been shipped but the tracking not updated). Once the order is fulfilled, Route coverage still applies. 2) The order issue was filed outside of Route’s coverage policy timeframes. Issues delivered and not received, or delivered and broken, must be filed within 15 days of the delivery date. On lost issues, a customer must file within 30 days of the last tracking update. For a more detailed overview of our policies, please see: https://routeapphelp.zendesk.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies. 3) After Route reached out for more information, the customer never responded. In these situations, Route sends two reminder emails every 48 hours. If the customer doesn’t respond within 48 hours of the second reminder email, the ticket is automatically closed. Should the customer eventually respond on these threads, the ticket is then reopened and addressed within 24-48 hours. 4) Tracking update or delivery after an order issue is filed. When a tracking status is updated or marked as delivered after a customer issue is filed, the customer is notified that their package is on its way or has been delivered, and the ticket is closed. Our sincerest apologies for any confusion caused regarding the filing process or coverage policies and timeframes. If there are any you feel any customer issues were wrongfully denied and need to be revisited, please reach out to us at [email protected] and we’d be happy to assist. Additionally, we’d be happy to clarify any of the above policies or procedures as needed. Our team has been notified of your feedback and will be on the lookout for any future emails. Feel free to reach out with any other questions as well. We’d love to help however we can. All the best, Jordan, Customer Service

Hi there, Thanks so much for this wonderful review! We're glad to hear that Route has added much value and peace of mind to your team and customers - and that you've been recommending us to others! We feel very lucky to partner with your brand and support your incredible story and thriving business. Should you run into any future needs or questions, please feel free to contact us at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to assist! Hope you're having a wonderful week, Jordan, Customer Service

Hi there, Thanks so much for this stellar review! We're very glad to hear that Route's business model, as well as our integration support and customer services, have been crucial to your team's success. We feel very privileged to support you and your mission of creating high-quality, sustainable wool clothing. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us. Looking forward to a long partnership and supporting you however possible! All the best, Jordan, Customer Service

Hi there, Thank you for this glowing review! We're so happy to hear that Route has alleviated hurdles for both you and your customers, and that our services have freed up bandwidth for your team to focus on other areas of growth. We feel quite lucky to partner with merchants such as yourself, and to protect your beautifully unique and moving prints. Should you run into any future questions, please feel free to reach out to us at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help however we can! Hope you're having an amazing week, Jordan, Customer Service

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

Hi there, Thank you for relaying your experience to us. We are so sorry to hear you’ve had trouble contacting our team and using your Dashboard. We’d love to do everything we can to support you. It appears we’re not showing any correspondences from the email we have for you on file. Our sincerest apologies if there was any confusion caused regarding the best points of contact for support. We have reached out directly to the email address on file, so feel free to respond back on that thread or reach out to us directly at: [email protected]. Additionally, while we experienced some delays in responses a few weeks ago due to a backlog of issues filed, our response times have since returned to our usual 24-48 business hours. Again, if you are still running into any Dashboard questions, or have any other questions or concerns, please respond to our email or contact us at [email protected]. We’ve notified our team to be on the lookout for future messages from your team so we can get you taken care of as soon as possible. All the best, Jordan, Customer Service

Hi there, Thank you so much for this wonderful review! We're so happy to hear that Route alleviates much of the pressure your customer success team faces regarding lost, stolen, or damaged packages. We feel very lucky to work with excellent merchants such as yourself, and we are more than happy to support your mission of creating a high quality luxury brand, and to protect your beautiful products. Should you run into any future snags or questions, please feel free to reach out to your CSM, Kellee, or our team at: https://help.route.com/hc/en-us and we'd be pleased to assist. Hope you're staying safe and healthy, Jordan, Customer Service

Hi there, Thanks so much for your candid feedback. Route prides itself on offering world-class support and communication to our merchants across all departments, and we're so sorry to hear your experience fell short. Our sincerest apologies for any misunderstandings or miscommunications caused. We work hard to ensure that all Route communications are in line with our company's brand and that our merchants always feel informed and supported in our conversations with them. Your feedback has been passed through all the appropriate channels, and we appreciate your willingness to share. Should you have further feedback, or have any other questions for Route, please feel free to reach out to [email protected] and we'd be happy to assist however we can. Hope you and yours are staying safe and healthy, Jordan, Customer Service

Hi there, We are so happy to hear that your customers are adding Route, that our team has been easy and seamless to work with, and that the platform has been easy to navigate! We feel very lucky to work with your team and protect your one-of-a-kind mission and products. Should you run into any future questions, feel free to reach out to us at: https://help.route.com/hc/en-us and we'd be happy to help however we can! Hope you had an amazing weekend, Jordan, Customer Service

Hi there, Thanks so much for your invaluable feedback. We pride ourselves on offering top-notch customer service, and we are so sorry your experience fell short. We'd be happy to look into your customer claims and assist however we can. It appears that out of the three claims filed, that one was filed outside of our coverage timeframe, the second case was closed as the customer told our specialist the package arrived safely after filing, and the third claim is still awaiting a response from the customer regarding updated tracking information. We've had an agent reach out to the third customer to make sure they're taken care of as soon as possible. Since Route covers packages in lost, stolen, and damaged cases, we do require accurate tracking for all packages filed so we can ensure each situation is handled accordingly and within our coverage timeframes. As for the first claim not covered, per Route protection policy we do have certain timeframes during which a claim should be filed. An overview of our detailed coverage policies can be found here: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies as well as deadlines to report issues here: https://help.route.com/hc/en-us/articles/360050129513-Deadlines-to-report-an-order-issue. Our sincerest apologies for any confusion caused regarding Route's protection parameters and required tracking on all packages. If you feel that claim denial was made in error, or you have any questions regarding our policies, please reach out to us at: https://help.route.com/hc/en-us and we'd be happy to revisit the claim or clarify further. Hope you're staying safe and healthy, Jordan, Customer Service

Good morning, Thanks for your wonderful review! We are so happy to hear that you've loved the service so much that you're considering moving to our full-coverage model. We are also glad that the seamless Shopify integration, professional aesthetic, peace of mind, and thorough communication Route brings have all benefited you, your business, and your customers. We feel so lucky to partner with you and protect your products. Should you run into any future questions, please reach out to us at https://help.route.com/hc/en-us and we'll be happy to help. Hope you're having a great week, Jordan, Customer Service