Route Protection and Tracking
Shipping Insurance & Immersive Order Tracking | Route App
Rating
4.0
feedback
417
chart
#1,555
All reviews
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Nov. 24, 2020
Updated review: I have tried several different apps that claim protection but Route seems to be good as they file the claim for the issue. They have made a change in how the replacement orders will be processed and I have not had to use it yet. The Merchant will now be $ responsible to the replacement order, then Route issues a credit to the Merchant's billing account. We have products that range from $100-$4000 so this might not work for us. Some credits would take a year or more to work through the billings. The app will give your customers the confidence with shipping their orders, however now the claims are taking more than 6 business days to process and the dashboard does not show the status correctly. This might not be good enough to customers waiting for a replacement order. Customer service is only by email and the response time lags. Time will tell if we stay with Route.
Hi there, Thanks for sharing your feedback with us. I’m so sorry for any inconveniences caused, but I’d be happy to clarify and offer further assistance. Due to a recent automation update - Resolve via Platform (RVP) - replacement orders and refunds are now solved at the click of a button via Shopify and credited weekly back to your Route bill. For more details on how RVP affects your billing, please read more here: https://help.route.com/hc/en-us/articles/360055934194-Route-Order-Issues-Resolution-Resolve-via-Platform- While response times may have lagged in the past, RVP has allowed us to get our response time down to 24-48 hours as promised. Furthermore, most claims are now being resolved in that same timeframe as well. So overall, the experience is much faster for you and your customers. In regards to Dashboard status updates, those are directly linked to the Route Support ticketing system and should regularly update along with your claim resolution. However, if you have any future questions - claim follow-up or RVP billing concerns - please feel free to reach out to [email protected]. I’ve relayed your case to that team as well, so they’ll be on the lookout for any communications. Best, Jordan, Customer Support
July 3, 2020
Great service! The deadlines for filing the claim can be very confusing and inconvenient for customers whose packages are lost or just not updated for a long time, but the staff are accommodating and reply back to our emails to help us out. We appreciate it their service very much.
July 3, 2020
Candidly, I was a bit nervous about our first claim - nearly two-thirds of our customers choose to insure their purchase with Route Ins. The Rep at Route Ins took care of everything! It was simple and nearly instant! Route paid for a duplicate order, including reshipping to our customer in Italy.
July 2, 2020
We use this app to bring our customer more confidence in our services and shipping... It has increase our direct sales! It if fats, reliable and defenetly useful! Highly recommended!
June 29, 2020
Route gives our customers reassurance that if anything was to happen to their order they will be taken care of. Their rates are affordable and their claims process is quick and seamless.
Thank you so much! We are so happy to help, and are so glad you appreciate Route!
June 26, 2020
This app is amazing! It gives my customers a peace of mind when ordering from my shop since they're able to purchase affordable insurance. It is SO easy to use!
June 25, 2020
Awesome concept and so easy for our customers to use. We have international shipments and it just eases their mind. Sooo easy to get it connected to our store. Thanks! Clarissa
June 25, 2020
Route has been extremely useful for my business. We make handmade, custom products and the shipping protection has been a lifesaver. They had some trouble with response times in March/April (what business didn't have trouble then), but that has recently improved.
June 25, 2020
Route is great for the customer and shop owner to simply the process or lost packages, which happen with every online store.
June 25, 2020
This is a great way to avoid potential chargebacks from something that is above your control such as damaged items on arrival, stolen, or even lost packages. The claims process is simple and easy. I also love the fact that they send emails to customers as well if they purchase Route during checkout.
June 25, 2020
Since the moment I started using Route Shipping Insurance I was happy for my customers as its the best option for them. in addition, we have peace of mind as a business because we know we are offering a star class service to all our customers worldwide. Once you add this app to your shop you will be in great hands!
June 24, 2020
The Route app is very easy to use and adds great value to our website. We have had a good amount of customers use this app.
June 24, 2020
Route is an amazing company. They have great customer support, with us and our customers. We don't ever have to lose money if our customers have shipping issues. It is just one last thing we have to worry about. The best part is that it is free. As a merchant, we don't pay any fees. I highly recommend this company to anyone that has an eCommerce business.
June 24, 2020
I was so happy to come across this app from a product I ordered from another company. I immediately looked for it and it's been almost a year since we have been using Route. We love it, the app gives the customer confidence that their package is protected and if something happens the ease of us filing the claim on their behalf. 99.8% of our customers opt-in for the app. The company is responsive and easy to reach by phone or email. I highly recommend Route.
June 24, 2020
I love how easy this app is to install and use. It gives me peace of mind when customers purchase the shipping insurance especially with the shipping delays occurring right now. Highly recommend route.
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.
June 23, 2020
As a small shop owner caring for my customers packages arriving secure and not getting lost in the mail, Route has help me to make sure my customers orders and myself are covered. What I also love about this app, is my traffic has gone up and I have happy customers.
June 23, 2020
The Route team is great to work with and our customers find this service valuable. We sell higher-priced items and when customers want to waive a signature requirement, we insist they insure with Route. The insurance service provided by UPS and FedEx always seeks to not pay a claim any way they can. Route actually pays claims. If you are looking for shipping insurance for your store, Route should be at the top of your list.
June 23, 2020
The app was very easy to install, most of our customers now use it and it has both increased our conversion rate and decreased our own risk in the event of non-delivery/loss
June 23, 2020
Route is a must have for any seller of higher priced products - 80% of our clients select it at checkout at jenshansen.com and we believe it has increased our conversion rate. And their customer service is amazing