Route ‑ Protection & Tracking
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Route has helped us A LOT! We had so many issues with delivery it was ridiculous. Being that we do not handle the packages or shipping ourselves it became overwhelming on our end having to deal with customers, reshipping, losing money, etc. With Route I have seen the biggest change for us in a positive way. We no longer have to insure packages on our end and make customers file claims with the carrier that always get denied. Chargebacks have slowed down as well and we no longer lose out on product and money.
Thank you for writing this wonderful review! We're happy to hear you have had a good experience using Route! Route takes pride in offering great peace of mind for merchants and their customers through our package protection and world-class customer service! If you come across any questions or concerns, 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 nice day, Bianca, Customer Service
The customer support is top, and the product team is constantly taking in feedback and making those updates to make the platform the best for both the brand and its customers!
Hello, Thank you for writing this wonderful review! Route prides itself on offering world-class customer service! We are fortunate to have partners who help us be better. 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! Enjoy your day, Bianca, Customer Service
Very solid, always looks for solutions and response time and resolution has gotten much quicker since we started! We have a really fabulous rep, Katie, who has been extremely helpful with solving issues. We have a unique product that requires extra attention with shipping/damage issues and she's gone above and beyond to make Route work for us. We really love Route!
Hi there, Thanks for the kind words! Route prides itself on offering world-class customer service and we are happy to hear we have been hitting your standard of support. If you come across 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 wonderful day, Bianca, Customer Service
While we've not been with you long, your customer service is amazing! They are always there to answer our questions quickly and fully. Training was helpful and the system is very easy to use and understand
Hi there, Thanks for the wonderful review! Route prides itself on offering world-class customer service. We are thrilled to hear you have had an amazing experience with us thus far. If you come across 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 wonderful day, Bianca, Customer Service
The integration process was easy, and our Reps, Easton and Karlee are super knowledgeable and very quick to respond. We are early in the adoption process however Route has already deflected several issues from our Consumer Affairs team. I expect this number will only grow from here!
Hello, Thanks for taking the time to write this kind 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 managers have 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! Have a wonderful day, Bianca, Customer Service
Route is a good service to use as it takes care of a lot of the issues we simply do not have time to deal with. They work very quick and easy so far we have had nothing but good things to say about the app. They are the solution we have been looking for .
Hello, Thank you for taking the kind words. We're happy we can provide the solution for package protection. 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 nice day, Bianca, Customer Service
Customer shipping and lost package claim processes have always been a pain in the butt. With Route, customer issues have been handled very promptly and to the satisfaction of both our customers and our internal team.
Hello, Thank you for taking the time to write this kind review. We're happy to hear you have a good experience using Route! Route prides itself on offering 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 nice day, Bianca, Customer Service
Everything so far has been an awesome experience. We haven't had a claims or anything yet but our customers seem to really like the added protection offered through Route. Customer service has been great as well. Our account manager just reached out to us to show new features and to see how we were doing. He is very pleasant to work with. No complaints here. Thanks Ahseante!
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
Started off great, app was working well. Then our checkout started crashing on mobile, this continued to happen and our abandoned cart rate skyrocketed. Even after we deleted the code and the app, the route text stayed on our checkout, we have lost thousands of $ in sales due to this app. They have said they will fix the issue but never do, then they asked us to reinstall the app, and it started affecting the checkout again, such a joke, no compensation just excuses.
It's a simple idea, yet effective. We really like that the app is free and it gives our customers an option to protect their order. We like the added tracking information and automated emails.
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
So far so good. I had some technical issues with the app and received immediate help which was quite the relief and greatly appreciated.
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
"Working with Cyntia has been so great and you guys have always been helpful and accommodating to all our needs. Your response times are fast and the customers that utilize route haven't had a whole lot of issues. It is much easier to work with you all than with USPS when it comes to issues with missing or damaged packages."
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
It was great when they started, but it quickly became a scam. Route provides an inferior service than we provide our customers. Our SLAs for customer service responses are much faster, whereas Route will take over a week to answer a legitimate customer claim. Ultimately, they've been making money off our website and offering a poor insurance solution to our customers. In the process, we lost money and our reputation got harmed. Their customer service (that was amazing before) could only shrug and apologize. The app works technically well... but the service they provide is really subpar.
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
I have been trying to add this app for hours and now I finally said forget it. It shouldn't be this difficult to add something to your site. Even watching up to 6 videos I still did not get it so I uninstalled.
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
Great CSM follow-up, questions are answered quickly, merchant portal is clear and easy to use. The help center has all the essential resources to assist with customers' questions.
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
I have been using Route since I have opened my online boutique... I love Route and my customers love it too!! Super Easy to install, simple set up for the customers to use, and easy process if items gets lost, stolen or damaged!!! It’s a no brainer! I would definitely recommend Route to any of my fellow business owners who ship products out!
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
route only replaced 5 packages for us in the last 6 months, our out of pocket for replacements is still astronomical because route doesn't approve MOST claims. their app has been removed from the google play store and we have received constant customer complaints about their lack of service. this company is a scam and shouldn't be on the app store
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
The service and products Route offers are great and add value for our customers and gives us, as the brand, great peace of mind. I've recommended Route to a bunch of others!
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
The Route Team provided excellent integration support and ongoing customer service for our team. On top of that, this is simply a technology that needed to be invented - well done on providing this essential service for modern D2C.
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
Route has alleviated headaches and hurdles that come with customer interaction. They've taken away the time spent tracking down every order for follow up, which has increased productivity in other areas needed. Route has been a great resource.
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
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