Route Protection and Tracking

June 23, 2020

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.

Feb. 4, 2021

At first the app worked great (early 2020) and there was Merchant support and even a phone number at that time but now no phone number and emails take days even a week for a response. Over the last 6 months the claim dashboard has issues and trying to file the claim is broken. Even the customer gets an error message trying to file the claim. If you have multiple items in the shipment, you have to add photos of every single item so for a box of 100 tiles that arrive broken, you have to add the photos 100 times! One claim was denied for a damaged table top saying it was cosmetic. I only give it 2 stars as it has potential but lacks people that can respond to emails (no phone number is available for any help). They rate a F with the BBB which tells it all. Read the reviews there.

June 23, 2020

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

June 16, 2020

The Route App has been a great asset for my company! We used to spend hours managing shipping claims. We have been able to save money and time now! I encourage every e-commerce business owner to use the Route App!

June 11, 2020

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.

May 26, 2020

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!

June 4, 2020

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

May 27, 2020

Update: Changing our review from two stars to four. Route reached out with an apology and assured us that they have hired more customer service reps to help process the high number of claims they are receiving due to the pandemic. The errors from our previous claims have been corrected and new claims have been processed in a timely manner. It seems they have addressed their issues and are back to functioning normally. -------------------------------------------------- Before Covid this insurance was a dream come true for us, they took care of customer claims quickly and efficiently, saving us both time and lost revenue. However, since Covid customer claims are being processed incorrectly resulting in us having to cover the losses ourselves. We are disabling the app for now and hope Route is able to fix their issues and get back to running smoothly again!

May 6, 2020

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.

May 5, 2020

When I started using this app I told their represantative that I do drop shipping and packages may take 20 days in average to be delivered to customers and they insured that this won't be a problem at all. With corona virus shipments got delayed for 40 days they covered claims equal to the amount they collected from my customers when they sold insurance through my website. When the claims amount became bigger than what they have collected they stopped answering customer claims. In result customers who knew that they have insurance considered this fraudulent sale of insurance from me and resulted in multiple charge backs. It's absolutely horrible experience and not recommended to any one to use their service.

May 12, 2020

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.

June 23, 2020

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

March 24, 2020

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

March 20, 2020

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!

March 25, 2020

Initial review (please read updates): I used this app, and told my clients to buy the product to protect their shipment. When a long-standing client bought from me and her parcel was delivered to the wrong address (apparently, it was scanned delivered, but she never received it), Route forced her to submit a police report. I ended up having to submit the claim on her behalf. I don't know if it will be approved or not, but the fact that they require police reports for mis-delivered packages is ridiculous. Be aware that this is the policy. UPDATE: after 24 hours, they still have not replied to my complaint and have contacted my customer saying they cannot cover the lost package unless she files a police report. This is absolutely insane! PLEASE do not use this app in your store. Your customers will be completely angry and you will end up paying for the lost order yourself. FINAL UPDATE: After posting this review and contacting support again, I received a prompt reply that the company understood the problem and that they would take care of the issue. They refunded my client who re-purchased her hats. Furthermore, they agreed to exempt our store from the requirement for police reports. Customer service goes a LOOOOOONG way and I am especially thankful for their help and willingness to meet my clients' needs. Kellee was especially helpful and wrote me several very kind emails and even offered to jump on a call to discuss the issues further. I am leaving Route in place on my store, and will continue to encourage clients to use the service, now knowing that there's no automatic requirement for a police report. I have encouraged Route to consider lifting that requirement and addressing fraud in other ways-- which is why they said the requirement is in place for all orders over $100. Thank you, Route, for standing behind your product and for promptly and kindly addressing my concerns. It's very much appreciated.

Feb. 12, 2020

Great idea but we do not understand why it has to be a physical product at checkout. It creates a multiple of issues. For example bundle discounts buy 3 items and save it counts route insurance. There is more always shows on what else would you like buy no way to exclude it. The headaches are too much to handle

Dec. 17, 2019

Trust me, if you were looking for shipping insurance, you want Route. With the increasing problem of package theft after delivery, we were suffering from long and difficult calls with customers and carriers, and were never feeling like the outcome was ideal. Route Shipping Insurance puts the decision to protect your package in the hands of the customer, so they are able to add insurance at the point of checkout for a low fee, and also see that if they opt out, we do not cover that loss. Sales and Support teams at Route are phenomenal and very responsive. It took minutes to integrate and from that moment we've been feeling secure in our deliveries and our ability to serve our customers better than ever in the case of lost/stolen/broken packages.

Nov. 11, 2019

This is the app everyone needs; no joke. Insuring orders was what I had always needed and voluntary insurance was NOT the way to go. State Farm, All State would not insure any packages and the only way to feel secure sending USPS was to send registered mail which is a hassle. Insert the Route App. On average my store will charge my customers $0.98 per transaction ($50 purchase) to guarantee delivery to their doorstep. If its not delivered, if its lost or if its damaged they get a refund, a re order or store credit. Along with the technology the customer service is second to none. Installed the app on a Saturday and needed help implementing and was greeted by several emails saying they "had it covered Monday". Monday rolled along and at 5am eastern I was ready to go along with a phone call saying thank you for the download. To say this solution is a big help is an understatement. Cant wait to explain the value add in an email to all of my customer base. -Steve

Nov. 5, 2019

A company that will pay for all your customers' lost, stolen and damaged packages at no cost to you? If it sounds too good to be true, it might be. Over six weeks, Route paid five claims for lost and stolen packages. But our first damage claim—and more importantly, the company's handling of it—caused us to deactivate the app. We sell luxury baby gear, so the safety and integrity of our products is of the utmost importance. A customer contacted Route when her $1,400 product arrived with a 3-foot gash and numerous holes in the box, which resulted in scratches and dents. Route tersely informed her that she was not eligible for a replacement or refund because the damages were "only cosmetic," not functional. Route instead offered a $150 refund, which would not come close to covering the cost of replacement parts. The customer was outraged and is planning to file a chargeback against us, which would quickly erase the financial gains we made with Route. Route's website makes no mention to customers or retailers that claims may be only partially covered. Prior to implementation, the sales rep assured us repeatedly that Route does not meddle in the details of claims—he said their goal is to make these claims easy for both us and the customer. In reality, they are asking customers to file police reports for any lost item over $100, and their team is arguing with customers about the value of damaged products. Plus, our account manager on multiple occasions threatened to raise our rate from 1% to 3% because we had five claims in six weeks. Route will work for you some of the time or hopefully, even most of the time. But for us, the benefits did not outweigh the risk to our customer satisfaction and company reputation.

Nov. 18, 2019

Great idea and eventually will very likely be good. In the current version, it caused more problems than it solved. EDIT: I'm still using the app with the hope it works better in the future, it's a great idea. The integration is done by adding a product to your inventory, which they don't tell you. This means that any dynamic product display could potentially show the the insurance product. We immediately saw it in our dynamic ads, recommended product widgets, also bought widgets, new products, trending products, and in our automated emails. There are some workarounds for parts of this, but not all. The one claim we had failed because the customer contacted us first and needed immediate help. The new widget is defaulted to "on" so it's automatically added to the customers bill unless they turn it off. After a few customer complaints about this, we had to disable the app. (There isn't actually a way to disable the app, I added css display: none and put the product out of stock) - EDIT: They fixed the widget so it no longer defaults to the on position. Support is slow to respond and does not do much to actually solve problems. For an app that would ideally lead the way for our customer support, this was a bad sign. User experience and ultimately reviews mean everything to our business, so is just isn't worth the risk for us. EDIT: Communication has improved and we're working together to address all of my concerns.