Route: Post‑Purchase Platform

Jan. 9, 2024

We have had Route for a few months now, but I wish we had it sooner for our shop! We had a VERY rude customer claiming she didn't receive a FedEx package. We looked at the tracking together and she even confirmed that the photo of the package was on her front porch. She took NO accountability for needing to file a claim on her own, but I was finally able to walk her through the Route process. Route approved her claim as "theft" and she was refunded. I then had some questions regarding our company reimbursement that were answered very clearly through the Route Merchant Support. As rude as the customer was and as much as I didn't want her to receive a refund, I do feel like both the customer and my company were able to have a good resolution, ALL BECAUSE OF ROUTE!

Jan. 3, 2024

Extremely happy with route!! Our customers have experienced an easy, fast and efficient process of filing a claim and being reimbursed. We are so grateful the hassle of lost/stolen mail is handled so well for us and our customers with route. A special shout out to Maddi for always handling issues effectively and right away for us!

Dec. 19, 2023

I was skeptical as to whether my customer would opt in to Route. I have been pleasantly surprised as to how popular this protection option is. Our conversion rate improved and while we have made only a few claims, each claim has been approved in minutes. I am very pleased with Route and highly recommend.

Dec. 17, 2023

Route is an absolute pleasure to work with and I am happy to say all of our shipments are carbon neutral! Keep up the great service and thank you!

Dec. 14, 2023

They promise fast replies and resolutions, but every time we need a reimbursed claim, I have to chase them down. Their customer service is bad, and they can take up to 4 days to reply, if they ever even reply at all The people who got me onboarded and convinced with this are nowhere to be found, and their emails just bounce. Not happy with how difficult they make this app Seems like they make it really hard for anyone to get their money back from claims

Dec. 12, 2023

Much needed app! The team at route are friendly and helpful! I get someone within 24 hours to respond and resolve any issues I have. They look after your business but most importantly, your customers. Always happy when customers purchase route with their order! If you’re considering, do it!

Dec. 11, 2023

The team at Route is crazzzzy good at what they do!! I've received the best customer service from any app/service I've ever used. It seems rare to get face to face customer service with online services – and that's exactly what Route offers! Everyone I've spoken to at Route have just been genuinely nice people. Hayes, Robert, and Carson have gone above and beyond to tailor Route to best fit the needs of my online business. Route has saved me time and money, and given my customer peace of mind when their packages go missing. It's a win win! I 100% recommend Route to other merchants! Thank you Route team!!!

Dec. 7, 2023

Route's been a game changer for not just our shipping protection but a tremendous value add on the customer service side and creating confidence for customers. The team's always diligent and helpful as well and addresses exceptions as needed. Really appreciate the team especially Justin!

Dec. 5, 2023

Route has been a great addition to our tech stack and has alleviated many customer service headaches when it comes to lost and damaged packages. The install of the app is easy and the team is always responsive when we have requests or questions. Very happy with the relationship we have developed with the Route team and will continue to exclusively offer this to our customers.

Nov. 22, 2023

Super-fast responses and incredible support from the team. Hassle free and ready to action any change that is needed, we can only appreciate that. Saves us a lot of time and our customers are happy :)

Nov. 21, 2023

As an e-commerce merchant, managing customer shipping issues is one of the challenges. However, we have found that Route has made this process much more manageable. We have reduced the number of customer shipping inquiries and improved overall customer satisfaction. In cases where packages are lost or damaged, Route's self-service claims resolution process has been a lifesaver. The process is hassle-free and straightforward, allowing us to file and resolve claims quickly. The efficiency of Route's claims resolution process has saved us countless hours and headaches. We can now focus on other essential aspects of our business, knowing that a reliable and efficient system is handling our shipping issues. Route has been such an invaluable addition to our e-commerce business that we highly recommend it to other merchants looking to streamline their operations and improve customer satisfaction.

Nov. 21, 2023

Route has been a pleasure to work with from the start. We’ve been working with Route for package protection for the last 3+ years and over a year ago added the track service as well. It’s been nothing but a breeze working with them and the team. Additionally, we have had very specific issues throughout the years and route has always stepped up and assisted us in finding a solution. I highly recommend!

Nov. 16, 2023

I like this product / service BUT we've had an issue with ROUTE line items not auto fulfilling anymore, and it's been 2 months and multiple emails to continue to ask them to fix it. And still nothing. We're having to manually fulfil orders with ROUTE everyday. It's ridiculous. We'll be switching!

Nov. 15, 2023

Route is excellent to work with - the save a lot of time and hassle with orders damaged during transit. Great for our customer and our team to keep the process easy and clear to understand and execute on. Justin, who is our rep there, is a true pleasure to work with and always there to help when we need it.

Nov. 15, 2023

Great product, and a very helpful team. Especially our rep Justin!

Nov. 13, 2023

We were charged for route automatically when we wanted it as an option for customers to pay. Now we owe almost $180 because we could not get an associate to approve our request to change this? Complete BS and we are dropping route immediately.

Nov. 13, 2023

Nov. 12, 2023

Customer service is unresponsive and promises a 2-5 day wait for fee installations, but delays extend beyond 2 weeks. The chat option is manned by a bot, not a person, leading to prolonged response times via email. Ultimately unhelpful, I uninstalled the app and suggest exploring alternatives. As a business owner, this level of customer service is unacceptable.

Nov. 9, 2023

We love Route. It has taken a huge stress off of our company & our account Manager Justin is absolutely epic. Thank you, Justin!

Nov. 7, 2023

We've used Route for almost 2 years and it has saved SO MUCH ADMIN TIME!! No more back and forth with USPS/UPS and no more waiting on the phone for an hour with no help. Route takes care of those shipping issues and I've had the best experience. Most importantly, their team is VERY FAST AND RESPONSIVE.