Route
Package Protection, Order Tracking, Returns & Exchanges
Rating
3.3
feedback
337
chart
#4,168
All reviews
Review RSS Feed
Feb. 19, 2021
This app has been amazing! It has removed a lot of customer service issues off of my team by offering insurance on the package. Route handles the customers claim and allows my team to focus on sales and shipping!
Hi there, Thanks so much for your glowing review! We are so happy to hear your team and customers are enjoying the ease and peace of mind Route brings, especially as it allows you to focus on sales and shipping. Should you run into any future questions, please feel free to reach out to us at https://help.route.com/hc/en-us and we'd be happy to support however we can. We feel very lucky to work with merchants like yourself, and we look forward to continuing the partnership! All the best, Jordan, Customer Service
Feb. 6, 2021
Everything about their business model is broken. First off, they pitch you that Route is free to merchants. That's not true. They tack on their "protection-product" at checkout, and you pay merchant fees + Shopify commission on their plans. Secondly, the customer experience is awful. Put yourself in your customer's shoes, they order from you, and their package never arrives, despite the carrier saying they delivered it. First thing they do is contact you "hey where's my package?" You send them to route to file a claim, who then says "ok, it's probably stolen, go file a police report and upload it." Ok, when is the last time you filed a police report? Yeah, I didn't think so. So the customer is left frustrated, and harassing you. In the 5 months I used route, they approved a grand total of one claim, while making anywhere between $5k-$9k from us. Instead, move towards self-insuring. Call it package protection, offer it to your customers, and keep the money for a couple times a month you'll need to reship. Route is well funded, with an aggressive sales team, but in the end, their business model makes zero sense. If you'll think about it, you'll know I'm right. Worst of all, I'm pretty sure these guys have been paying off app developers who make competing products. A really well-built app shut down overnight and is now "recommending" route. *caugh *caugh.
Hi there, Thanks so much for your candid feedback. We are always looking to improve our practices and greatly appreciate you sharing these details. Our sincerest apologies that your experience fell short of expectations, both with platform fees and Route protection policies. In accordance with our policies, Route Package Protection is free for merchants and available for purchase to customers on the cart page. However, please note that if you use any 3rd party platforms such as Shopify or PayPal, they may incur their own separate fees. We were able to look into your customer claims, and it appears that - out of those unapproved - the majority were filed either out of coverage timeframe or the customer was unresponsive after the request was sent to post a police report. Per Route policy, we do require short waiting periods for delivered (but not received) or stuck-in-transit items to ensure they weren't prematurely marked as delivered or temporarily held up en route. Additionally, we require police reports for high-priced orders delivered but not received to help us and local authorities track trends and ensure reorders arrive safely. I hope this helps clarify your customer claim resolutions, but we are so sorry for any confusion caused regarding our package protection coverage and police report requirements. For a more detailed outline of our policies, please see: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies. Our specialists are trained to give step-by-step instructions on how to file a report, and we are so sorry if any information remained unclear for you and your customers. We have flagged this feedback to our team and are reviewing police report filing instructions to ensure they're as clear as possible. We do currently offer features for merchants to customize their coverage to better fit their business practices and build a more seamless customer service flow. Should you be interested in exploring those options in the future, feel free to reach out to us at [email protected]. Again, we greatly appreciate you sharing your experience, but we are truly sorry for any frustration or misunderstandings caused regarding platform fees or protection policies. Please let us know if you have further feedback or questions, and we'd be happy to assist. All the best, Jordan, Customer Service
Jan. 18, 2021
Their customer service is horrible. They approved a claim, but are dragging their feet when it comes to payment. Ongoing for 3 weeks now. Update: It took a while, but they finally assigned an account rep who helped with the refund as promised. Hopefully I won't have another issue but it I do, she has said I can contact her directly.
Hi there, Thanks so much for your honest and valuable feedback! During peak holiday season it can take a bit longer than normal to process reimbursements, but with some of our new automation technology those processing times are steadily decreasing. I looked into your most recent claim, and it appears you were refunded in full - including the PayPal transfer fee - for the order on Jan. 7th. In the future, if you have any questions regarding issues or reimbursements, please feel free to contact [email protected], or your CSM directly, and we’ll get you taken care of ASAP. Thanks again for your feedback and for choosing Route. We’re so lucky to have you on board! Hope you had a safe holiday season, Jordan, Customer Support
Dec. 20, 2020
Terrible experience. The app is glitchy, it doesn't handle well order edits. Customer service doesn't reply or sends canned answers. And when a package is lost they DON'T pay! There's always an excuse. I have been dealing with them for 2 months to get paid for a claim. And they didn't approve another claim that should have been. I am pulling this app out of my store.
Hi there, Thank you so much for your candid feedback! We are very sorry to hear that you’ve had a challenging time with claim approvals and app glitches. We would be happy to look into any claims that you feel should have been covered. I’ve notified our team to look out for an email from you at [email protected] so we can review our policies and get everything squared away from you. In the meantime, you can look at our package protection policies here (https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies) on our Help Center. Often times that helps to clear things up, as well! Hoping your year is off to a great start! Holly, Customer Support
Dec. 19, 2020
Our account rep is incredibly helpful and responsive when we have questions about a claim, which lifts a lot of my stress. I don't know what I would do without Route.
Using app
About 1 month
Total reviews
1
Average rating
5.0
Hi there, We are so happy to hear that you are enjoying working with Route and your Customer Success Manager, Shaylee. We think she’s pretty incredible, as well. We are always here to help however we can so should you have any questions please feel free to reach out to [email protected]. Thank you, again, Holly, Customer Support
Dec. 18, 2020
App works great and their team is awesome for customer service. Ahseanté was very informative and a huge help.
Hi there, Thank you so much for sharing your feedback! We are so happy to hear that you’ve enjoyed our Customer Support team and also working with Ahseante. We love having him, as well! If you are ever in need of more support, always feel free to reach out to [email protected] and we’ll be happy to help! Happiest of Holidays, Holly, Customer Support
Dec. 18, 2020
Our representative has been so nice to work with and answers all of our questions quickly(: The policies on the other hand can be confusing at time.
Hi there, Thank you so much for the feedback! We’re thrilled to hear that you’re enjoying working with our team. We know coverage policies can be tricky to navigate so we’ve outlined them here (https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies) to make it as easy as possible! Should any questions come up, never hesitate to to touch base with our team at [email protected]. Wishing you a very happy holiday season, Holly, Customer Support
Dec. 23, 2020
I'm very happy with the quick responses I get from our account rep when I have questions or issues with a claim.
Hi there, Thank you so much for your review and invaluable feedback. We feel quite lucky to work with merchants such as yourself, and we are always looking for areas to improve. Regarding the 100% coverage statement in our Customer Marketing Kit, we do adhere to the following protection parameters: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies. However, should you and your team notice any policies that are causing consistently unhappy customers or general business practice incompatibility, our team is always happy to look into merchant-specific solutions. Again, thank you for this wonderful review and feedback. We look forward to continuing our partnership! Should you run into any questions, feel free to reach out to our team at [email protected]. I have notified them of your review, and we will be on the lookout for any future communications! Hope you had a safe holiday season, Jordan, Customer Service
Dec. 16, 2020
This app has potential, but is seriously lacking after the latest update to policy. We have been utilizing Route throughout 2020 and initially had a great experience (timely communication in helping to get it installed on our site and also with our customers when there was an issue). HOWEVER, beginning this autumn 2020, Route changed its policies where when a claim is filed by a customer and approved by Route they do not immediately reimburse your account. Instead, if the claim is approved, they will immediately create a replacement order within your store and mark it as PAID and the claim as RESOLVED. Unfortunately, this order is NOT actually paid for at that time, nor is it fully resolved, as new policy dictates that they, theoretically, will now only reimburse claims on a WEEKLY basis (I say theoretically as I have not received reimbursement as of yet from the billing period ending 12/13/20, and there is no reimbursement scheduled on our invoice history w Route). This new policy, even when working as it should, easily leads to complications with the customer as they obviously want their new product shipped out ASAP, however, as a shop I need to explain to them that I will not ship out a replacement until payment *actually* clears from Route. Other issues that have also cropped up recently is poor communication (they take several days to respond to emails [if at all], and are curt in their messages, not answering fully and ignoring assistance requests). There is no phone number or live chat to speak with anyone in real time, so email is your only available method of communication with CS. Also, take note that their insurance does not cover the cost to ship the new item covered in the claim, so although a claim may be filed and approved, Route does not pay for reshipment of the replacement item, nor does the customer -- it will have to come directly out of the shop's pocket...not ideal for international packages or items that are pricey to ship.
Hi there, Route strives to provide top notch customer service, so we greatly value feedback and appreciate you sharing your experience with us. We are so sorry it was less than ideal, but we'd be happy to clarify further and assist however we can. Our new update - Resolve via Platform (RVP) - eliminates the time, effort, and cost required to resolve customer issues with a replacement order or refund when the customer encounters order issues with lost, damaged, or stolen packages. In terms of billing under this new system, Route still pays for qualifying refunds and reorders - the subtotal of the protected items minus shipping, taxes, or discounts - and merchants will be credited/paid weekly by Route for all refunds and reorders. Although we've changed how we format reimbursements, Route still works as promised. For more details on what RVP means for billing, read more here. While we are busy at work this holiday season with an uptick of online orders and COVID and weather delays, our new RVP update allows for a 24-48 hour response time and much faster resolution time. I see that a member of our merchant team has already been in touch with you regarding your billing questions and further assistance. However, should you run into further questions, or notice any billing discrepancies, feel free to reach out to us at [email protected]. I’ve notified our team of your feedback, so they’ll be on the lookout for any communications! Hope you had a lovely & safe holiday season, Jordan, Customer Service
Dec. 14, 2020
Route provides great peace of mind for customers at reasonable rates. Customer service is available and ready to assist as needed.
Hi there, Thank you so much for your positive feedback! We’re so happy to hear that you’re enjoying what we do best - providing customers with peace of mind. As always, our Customer Service team is ready when you need us. If you have any questions that arise, please don’t hesitate to reach out to [email protected]. Happy Holidays, Holly, Customer Support
Dec. 9, 2020
Route Has Been AWESOME Easy to work with, save a lot of trouble for us. Can't think of any reason not to use it.
Hi there, We are so thrilled that you’re loving Route! We’re equally as excited to be partnering with you and hope your customers are enjoying the extra peace of mind Route provides. Should you need any assistance or have any questions, please feel free to reach out at [email protected] at any time. We're always here to help! Happiest of Holidays, Holly, Customer Support
Dec. 8, 2020
Route has been great for the customers that have purchased it! Super easy to use and any issues I've had have been handled great. I wish there was a way to educate more customers on why they should do it. The only interesting thing I've seen while viewing my customer's behaviors is sometimes they get scared and back out of the sale when they see it automatically added. I wish you could do it on the back end somehow.
Hi there, We’re so glad to hear that you and your customers are enjoying Route! We strive to make both of your experiences with us smooth and simple. We would love to continue this conversation about optimizing your customers’ experience. Please feel free to reach out at [email protected]. Our team will keep an eye out for your email so we can make sure our partnership has the best and biggest impact possible. Have a wonderful day, Holly, Customer Support
Dec. 4, 2020
We have loved having route! It's great for our customers to have them easily be able to get a replacement/refund if anything goes wrong with their shipment. Especially around the holiday season. Most of them have been adding route to their purchases which helps our customer service team as well.
Hi there, Thanks so much for this review and feedback! We have similarly loved working with your team and customers, and we are excited to continue our partnership throughout the holiday season and beyond. Should you run into any questions or issues, please let us know at [email protected] and we’ll be happy to assist! Have a great evening, Jordan, Customer Service
Dec. 3, 2020
Route has been great to work with! Installation of the toggle switch on my checkout page was super fast and easy. They even coordinated with my fulfillment center to make sure that the skus were set up correctly with their system. Super great service! It makes my customers AND me really happy when we don't have to lose money on lost shipments.
Hi there, Thanks for your wonderful review! We’re happy to hear that you’ve been enjoying Route and working with our team to get everything set up correctly and smoothly. We feel very fortunate to have you onboard with us! If you should run into any future questions or issues, please feel free to reach out to [email protected] and we’ll be glad to assist. All the best, Jordan, Customer Service
Dec. 3, 2020
They placed an order for our customer who lost her package WITHOUT paying. Customer service has no response when asked about the detail of the issue/payment. Feel frustrated about the service." More than a week passed, I have not got my reimbursement back yet even after everything they requested set up, no direct response to my question. Really bad service!
Hi there, Thanks for your review. I’m so sorry your experience was less than perfect, but I’d love to help clarify. We have recently made an important automation update that slightly affects how Route-covered reorders and refunds are recorded. This update - Resolve via Platform (RVP) - allows us to process replacement orders and refunds at the click of a button via Shopify for a much faster resolution time. These orders and refunds are still covered by Route, but credited weekly back to your Route bill. While the format of reimbursements has changed, Route still works as promised. 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- If you need anything else, feel free to reach out to [email protected] and we will get you taken care of as soon as possible! I have notified our team to be on the lookout for any future emails. Best, Jordan, Customer Service
Oct. 30, 2020
This company gives a good sales pitch, but doesn't follow through. The experience for both the customer and on the admin side is sub par. Don't let this company represent your brand's customer service. It's especially not sufficient for perishable companies even though they claim that "we insure all kinds of perishable companies." We wasted a bunch of time on this. Don't waste yours.
Feb. 16, 2022
Historically, we have been a fan of Route shipping. Now, downgrading the review a neutral rating. They have helped replace many lost and stolen packages for our customers. However, recently they rubbed us the wrong way. During the pandemic, we were asked by our local PO to use the self-service kiosk to speed up the mainline as we only needed a scan since we handle packaging and postage at our facility. Knowing the SSK scan was recorded differently we reached out to Route for clarification as their website did not list the SSK type scan and they responded below. "We accept any tracking update regardless of where/how it was scanned. If there is an update to the tracking, we are happy to accept it as truth." https://help.route.com/hc/en-us/articles/360020320273-Why-is-my-order-stuck-in-transit-or-pre-shipment- After experiencing a lost package with a scan from the SSK they denied the claim and after further discussion with their support, they doubled down and would not cover the lost packages scanned using the SSK. They treat the SSK scan differently than a scan from the front desk. For the SSK to be covered they require an extra tracking update after the SSK scan for it to be covered if lost which is not the case if you scan a package at the front desk. They say they will update the website to clarify how the SSK scans are handled so future customers are aware of this. Time will tell if they do as they say they will. We do not recommend scanning packages at the SSK if you use Route as the SSK scans are held to a higher standard.
Aug. 18, 2020
This app has been great to provide both merchant and consumer peace of mind when ordering. Our Route rep, Brad, is responsive, helpful, and great to work directly with. My only complaint is that our store dashboard where I can look orders up is so slow. I also wish there was something on our dashboard where we could see our bill by month, instead of just receiving weekly billing notifications.
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
Aug. 12, 2020
Our relationship with Route was over before it began - a relentless and extremely presumptuous (borderline rude, to be honest) sales and onboarding strategy reflect poorly on your brand. Aside from your incredibly irritating sales team, the app itself really doesn't seem automated or useful enough to be worth it.