Route Protection and Tracking
Shipping Insurance & Immersive Order Tracking | Route App
Rating
4.0
feedback
417
chart
#1,555
All reviews
Rating Breakdown
Review RSS Feed
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
Feb. 3, 2021
Terrible app. I have barely had this app for a month and it is terrible. I received several emails to update my billing (which does not even make sense as there have been NO changes with my billing), I try to login in to see what the issue is and I get an error stating there is no account associated with my email. HUH? HOW? I went through my list of emails and nothing. I send in a support request (mind you, it took 5 days to get any sort of response from customer support) and they say the only email they have on file is THE ONE I HAD TYPED IN 5 TIMES. Absolutely ridiculous and frustrating and now I have tons of orders with no package coverage because of this terrible app.
Hi there, Thanks so much for your candid feedback. We're always looking to improve our merchant experience, so we greatly appreciate you relaying this info over to us. We're so sorry for any confusion caused, but we're glad it appears we were able to sort out your login issues. To ensure your billing questions were resolved as well, we had a merchant support specialist follow-up via email this morning. We took a look into your support requests, and we're showing your messages were addressed within 24-48 business hours. At Route, we strive to respond to requests within 24-48 business hours of receipt, and we're so sorry for any initial misunderstandings regarding response times. Lastly, it appears the login troubles were due to an incorrect email address being initially saved onto your account that our team has since fixed. Again, our sincerest apologies for any frustrations experienced, but we're happy to hear our team was able to work through the snags with you. If you continue to run into any billing, login, or Route-related questions, please feel free to reach out to us at: [email protected] and we'll be more than happy to assist. All the best, Jordan, Customer Service
Jan. 27, 2021
Had to delete. It automatically adds to the order and you have to go back to the cart to remove it. In order to not have it auto add to cart they said it would take 3 days. It should be a click of a button either to have it auto add or not. Also it being considered a "product" in my shop got my facebook catalog denied. Great times.
Hi there, Thanks so much for your candid feedback. We're always looking to improve our merchant experience, and I'm so sorry to hear you felt unable to use Route as originally planned. We would be happy to clarify the process and help however we can. In an effort to ensure that the type of Route coverage plan chosen by a merchant is working best for their unique business practice, Route evaluates and approves coverage plan requests after submission. Approvals are processed by our amazing Customer Success Team within a maximum of 5 business days. Lastly, I was able to connect with our Implementation team, and it does sound like there's a way to create a collection that excludes Route and has Facebook pull from that collection. We'd be happy to work with you to sort that out, if you're interested. If you would like to continue using Route, please feel free to contact us at [email protected] and we'll do everything we can to speed up that approval and Route asset implementation. Again, thanks so much for your candid review, we greatly appreciate it. All the best, Jordan, Customer Service
Jan. 20, 2021
Beyond frustrated with this app. First, it has been causing checkout issues for my customers from day one. If they selected Route, their entire cart would empty! When I contacted support I got the run around for months with them claiming it must be something else on my website. Eventually Shopify Theme Support was able to pinpoint the problem code and prove it was Route's coding that had been causing the issue. Even though I was able to provide the exact coding issue and tell Route support exactly how to replicate the issue, it still took weeks for them to resolve it. Then there's the whole reimbursement thing. Route issued a refund to one of my customers in November, and I have yet to receive the reimbursement for it! Once again, getting the run around from billing saying they paid it, without being able to provide one shred of proof that they have (transaction number, date, amount, etc.) All they can show is they were supposed to reimburse me, which I agree with. However my bank account shows they never did. Been trying to resolve this issue with billing for far too long! Their support is not helpful and I'm tired of getting the runaround. At the end of the day, your customers are still going to come to you if there's a shipping issue, so may as well handle it on your own and save yourself the extra headache.
Hi there, Thanks so much for providing this invaluable feedback. We’re always looking to improve our merchant experience, and I'm so sorry yours was less than ideal. We're happy to hear that our implementation team was ultimately able to resolve your Route asset snag, but we sincerely apologize for the delay. We understand that every store is unique and strive to provide custom solutions to every merchant's needs as fast as we possibly can. However, sometimes issues do arise in the installment process and we're so sorry you had that experience. We also apologize for the confusion our new automation & reimbursement systems may have caused. While our customer success and finance team was able to work closely with you and dig into this further, we do truly apologize for the abnormal reimbursement wait time. As we are committed to resolving every issue experienced, we followed up with billing and confirmed that the remainder of your credit was processed last Friday. Again, we greatly appreciate you sharing your experience. While we are working hard to make things right, we are so sorry for any frustration or misunderstandings caused. Hope you have a wonderful week, Jordan, Customer Support
Jan. 18, 2021
Really great concept, super friendly staff call and very personable. I spoke to a executive success manager, after installing and was quite literally impressed, I wish I had thought of this idea. I do plan on working on implementing it on my store as I do offer returns and often stolen packages are a process that I do not want to handle, they don't charge you anything, they are very transparent and always have your interests in mind, I mean any question I asked, was answered promptly during my call, and I felt that after discussing the pros and cons, and reading positive and negative, it seems like they were just starting, just had a rush of black friday orders, and some application downloaders didn't really care? I mean, don't forget how much a 1 star effects your store guys, so at least look at the idea, see if they do help, from what I experienced, as a shipping solution, this provides your customers tracking, peace of mind (social proof in a way) , very modern look, the team will integrate it for you and to your theme's design and well... I think it's a great shopify app for those looking for an application for shipping policies and avoiding fake shipping reports, scams, and even real claims! 1 Less thing you need to do and 1 more thing they need to do for you, and they are happy to do it! So, give them a DL!
Hi there, Thanks so much for your glowing review! We're very happy to hear that Route's vision, support, transparency, employees, and the peace of mind our package protection offers have all greatly benefited you and your customers. We also feel extremely lucky to partner with merchants such as yourself! Should you run into any future questions, please feel free to contact us at [email protected] and we'll be happy to assist however we can. Hope you had a lovely & safe holiday season, Jordan, Customer Support
Jan. 15, 2021
They do not pay legitimate claims. Process is hard for YOUR customers to follow and if YOU (the Shopify Store) resolve the customers problem, Route will not. Route expects your customer to go to Route, not to your store for resolution. No one does that, nor does that make for good customer service from your stores' perspective. If Route mistakenly refunds when they were supposed to place another order the will not correct. Their customer service is very "bro cultured:" unresponsive, repeats their "terms and conditions" rather than listening. HORRIBLE experience. Out of 7 claims over 2020 Holiday season they did not resolve one.
Hi there, Thank you so much for taking the time to give us your honest feedback. We are so sorry that it was not a satisfactory experience for you, and we would be more than happy to assist in any way we can to ensure that proper clarification is given for you and your customers. Route will review, and refund/replace issues that fall within our current policies and procedures. This ensures that issues that are affected by in-transit delays and approved will be taken care of by us, so you are able to aid your customers in other matters. If you feel that any issues have been mistakenly denied or refunded/reordered, please reach out to us, so we can investigate further. Route strives to assist both you and your customers with ease. We are so sorry to hear that this process was difficult, and we would love to find a solution that would create a better experience for everyone involved. If you have any remaining questions please feel free to reach out to [email protected] and we will be there to help! I have notified our team to be on the lookout for any future emails. Thank you, Leea, Customer Service
Jan. 6, 2021
I started using Route in August 2020. I have been very pleased with their services. Due to major delivery issues through the USPS stemming from COVID and other factors, Route has replaced several lost packages which has kept my customers very happy. I have had no issues in getting claims processed extremely quickly. The only suggestion that I can make is coming up with a solution as to when orders are edited on a merchant's end. My customers are always wanting to add or remove items from their orders. If the customer has already selected the Route protection in their order and request that additional items be added to the order, Route goes by the initial order created should the order have to be replaced or refunded. This area needs some help. I will continue using Route as my customers have enjoyed having peace of mind.
Hi there, Thanks so much for your review! We are so happy that you and your customers have enjoyed the peace of mind Route package protection brings. Additionally, we greatly appreciate your valuable feedback regarding post purchase order editing & Route protection. As Route is calculated on the cost of the items in the order, our current system is unable to automatically recalculate Route protection when an item is added or modified post purchase. If an edit needs to be made, merchants can simply cancel the original order (pre-fulfillment) and recreate with the customer’s edits and add Route. Again, thanks so much for partnering with us. We greatly appreciate having you on board & look forward to working with you in the future. Your feedback regarding original order edits has been passed onto our team. However, should you run into any future questions feel free to reach out to us at [email protected]. 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.
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
Ahseante is amazing! Always responds and helps us whenever we have any questions or need assistance! :)
Hi there, We’re so happy that you love working with Ahseante! We think he’s incredible, too. In case you ever need an additional resource at Route, you’re always welcome to reach out to [email protected]. Wishing you a very happy holiday season! 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. 7, 2020
We just signed up to use Route as a retailer to better serve our customers. The process was seamless, and every team member we worked with to get started was outstanding. They clearly explained and communicated everything, and ultimately we felt they would add value to our brand through great customer service. We haven't had to file a claim yet, but we can give a 5 star review on the experience so far!
Hi there, Thanks so much for this glowing review! We are so happy to hear that you've loved working with all our team members, and that the communication has been both helpful and seamless. We feel very lucky to be working with you and your customers! If you have any future questions or need any help filing an issue feel free to reach out to [email protected], and we’ll get you taken care of right away! Have a lovely evening, Jordan, 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