Route ‑ Protection & Tracking

I do love this app. I have found so much help and simplicity in navigating my customers to help with their shipping needs. I do wish it was easier for them to contact Route at times, but I understand things are moving slower during this pandemic. I have been happy with this application and will continue to offer it to my customers.

My company implemented Route onto our website a year ago and it has been an integral aid in our customer experience. The integration was very quick and the support team has always been expedient.

This app came in very handy when dealing with missing packages! Prior, we were constantly back and forth with the post office and the Route claims process made it very simple to come to a resolution. Super seamless platform.

Route has been helpful when USPS has lost customer's packages and much appreciated as an option from my customers and myself as the business owner.

Great app. My customers have had no complaints so far and it seems fairly easy to add and use if necessary.

Very easy to use and locate information. Route has been able to cover 99% of our customer's shipping issues in a timely manner. Great option for a business and customer!

Great app! Easy to work with and customers love it. They have been personable with any issue experienced

Satisfied after 6 months. We've kept a sharp eye on claims, turn around time, and customer satisfaction using route. We've filed ~ 12 claims in the past 6 months and have not had any customer complaints. Turn around time is OK ~ 2 business days. Recommended based on our current experience.

Route has saved us SO much time in customer service and provided our customers more security when shopping on our site. Route is an absolute MUST-HAVE and I wish we had learned about this service sooner! 5 stars!

We have been using Route for a few months now and have found it very useful. Almost no hassle on our end, and solves some headaches when packages go missing/are broken. In most cases the claims are approved without ever needing any action from our end other than referring the customer to the claims link.

Route has been pretty quick to resolve any customer claims that are filed, usually having the order re-ordered within 24 hours time frame. Customer is happy they're covered in case of lost or stolen parcels, we're happy that it's an extra revenue stream for all lost/stolen shipments.

Game changer!! Gives my customers peace of mind with all the USPS issues here lately and is a very affordable option for everyone!

Very easy to install, great customer service and implementation team, and glad to be able to offer it to our customers for peace of mind when ordering from us.

LOVE ROUTE! During all that is happening in the world lots of packages are getting lost or stolen and they have been so great to help my customers! HIGHLY recommend they have helped my customers feel taken care of!

Jordan and the team have been most helpful of the past month with our claims - highly recommend. It can be stressful for our clients when ordered items have been delivered broken or simply do not arrive. Thanks Jordan for the extra efforts over the COVID period much appreciated..cheers Mat

If you care about your customers' experience like we do, you would stay away from this service. They are great in sales but they don't offer any technical support or customer service. Many customers have been adding the insurance to their purchase which was ok, however claims which have been made by our customers have been left unanswered (almost a week now) with no sign of them getting answered. Only following up with the sales rep made them ask us for which claims are open. Thanks but not thanks.

5/12/2020 Update: I am updating our review to 4 stars based on Routes follow-up on the issues in our first review. Part of our issue is that we didn't spend enough time getting to understand the claims process. Customers can file their own claim using the link in the Route confirmation email. Our customer encountered an error in this process. The screen on his mobile device froze and he could not process the claim. We were unaware that we can also process a claim on their behalf using the Route dashboard in Shopify Apps. As is the case with most unhappy customer experiences our anxiety about getting them taken care of quickly created a tense situation. If we had been more aware of our ability to assist in filing the claim we may not have been as frustrated with Routes initial slow response to the issue. Route did respond within a couple business days which I felt was unacceptable and is one of two things they need to fix. The second being the customer experience with filing a claim on their mobile device. I did ask to be made aware of what created this issue and that it has been resolved. I have not heard back. Overall the Route App is solid. I don't agree with other reviews about the difficulty installing the code. It was easy for us and Route helped to get it completed in a timely basis. The service itself is very popular. We sell high ticket goods and nearly all customers opt in to Route. Route quickly paid the claim and initiated an order through Shopify on the customers behalf. They used a credit card on the system so FGI and the customer were made whole. I would also like to know more about what is required in making a claim. And what Route does with the carrier in return. What happens to the damaged goods? Who pays to ship them back? How does a carrier receive feedback about damaged shipments so they can improve their ship service? But these are not high priority questions. If Route continues to improve and the service continues to be popular we'll be along term happy customer. Kevin Sullivan CEO Forever Green Indoors 5/2/2020 UPDATE: After escalating the claim to a number of people I received communication from a Route Executive and another individual who were both helpful and apologetic about the delayed responses to our customer. He offered the customer an option for a refund, or a replacement. The customer elected for a replacement and Route purchased the product on his behalf to settle the claim. This was our first experience with a claim, and although not ideal, it seems to have satisfied our customer so we are satisfied as well at this time. I moved the review up to 3 stars. And I will move it up again if we continue to experience positive improvement with the Route team. I now recommend Route again, with the caveat that it would be a good idea to discuss expectations of claim communication. I'm unsure if the issue our customer faced with the mobile app for making claims has been fixed. We'll do what we can to look in to that. It would have likely avoided much of this review. ### 5/1/2020 Very disappointed with Route. I had high hopes with the service. Our customers were nearly unanimously selecting to pay for the extra coverage. Our first claim involved an unhappy customer who received a badly damaged product shipped by UPS. The customer was unable to file a claim with route. Repeated attempts to contact sales failed. Unsure if the people who sold us this are even working there now. Had some success with technical support connecting us with a product support person who sent a curt email that Route was experiencing "high volumes of claims due to Covid 19". I am really disappointed in Route and we've disabled it in our cart. If the matter is resolved I'll change this review. At this point I'd give it fewer than one star for the money they collected versus the service they have provided. Avoid this app.

Route has been super helpful for us. Has cut down our customer service time and helped our customer experience. Always improving to make better!

The Route team is GREAT to work with! My customers love this service! Definitely worth having this added on to any online store!

This app and service has been an amazing tool for both my clients and boutique. They have helped take the anxiety away from carrier issues away and know that Route will be there to step in if needed. The insurance is affordable for the customer and the customer service is responsive and claim process is easy to use. Highly recommend!