Route Protection and Tracking
Shipping Insurance & Immersive Order Tracking | Route App
Rating
4.0
feedback
416
chart
#1,153
All reviews
Rating Breakdown
Review RSS Feed
Aug. 4, 2022
Our company uses the Route Package Protection as a default add on for our customers orders. It has been a great service that has resolved many shipping issues and provides peace of mind to not only the customers but to us as well. Our representative, Robert, is always very helpful to us in resolving matters. Absolutely no complaints on this part of Route Services. However, we have been experiencing issues with international customers tracking their order on the Route App. I am still giving 5 stars here since not everything can be perfect all the time and I hope they will get whatever bug that is occurring resolved soon. Thanks Route!
Hi there! Thanks for your review! Robert is amazing, and we are happy to hear our team has been prompt and swift. Those are the experiences we strive for! Our team will always be glad to discuss questions regarding our product and any issues your customers may be running into, so feel free to reach out to us at any time through this link: https://help.route.com/hc/en-us! Have a wonderful day, Leea, Customer Service
Aug. 4, 2022
We LOVE Route, and so do our customers. It helps us keep track of packages even better than we used to and its easy to explain to customers why they want it and why we want them to have it. Not only does it resolve our shipping troubles in a more efficient way, but much faster than what we can do by ourselves. It is quite a lifesaver for our business and we recommend EVERY business gets Route!
Hi there! Thank you so much for taking the time to comment on these amazing experiences. We are so glad to hear it has been going smoothly! If you would like to submit any other feedback or have other questions, please contact us here: https://help.route.com/hc/en-us and we will be there to assist! All the best, Leea, Customer Service
Aug. 3, 2022
It’s an easy, inexpensive, effective solution to package protection! We enjoy the feature of package tracking, in addition to the actual protection for packages. I would have given it 5-stars if there were an easier way for customers to opt-in and opt-out in the shopping cart instead of just on the product page.
Hi there, Thank you for this feedback! We are glad to hear our Track and Protect features have been beneficial to both you and your customers. Our Support team is ready and happy to assist should you like to discuss opt-in and opt-out features further. You can contact us here, https://help.route.com/hc/en-us, at any time! All the best, Leea, Customer Service
July 29, 2022
Just downloaded Route for our store. I asked route to download their app on a duplicate theme to make sure things go smoothly. Horrible, many of their widgets are active on our LIVE THEME without me even knowing and made many bugs in our cart system. Lost more than half of our revenues in three days. Trying to get my manager to call me ASAP, she says "we have a meeting coming up". This is a horrible experience so far! Can't believe this!
Hi there, Thank you for taking the time to give us your feedback! We do strive to give the best possible support for every situation, and we apologize that we missed the mark here. After review, it looks like our Implementation team was able to send you some detailed information on Friday, July 29th surrounding the concern you were running into, and I am so glad they were able to offer you that assistance! If you haven't already, you can reach out to your CSM Cameron, directly and he will be able to schedule a call with you to go through some of your preferences moving forward. You can also reach out to our team here: https://help.route.com/hc/en-us at any time and we will be happy to step in and assist. Take care, Leea, Customer Service
June 24, 2022
App is just okay. I'm not sure it's worth the money with the issues you get. They withdrawal their money automatically weekly and my biggest issue is when I ship a package, it doesn't not update the tracking number. We have to enter it in. My customer are asking me all the time what is unfulfilled on there order and it always Route. It's some what of a pain.
Hi there, Thank you so much for sending in your feedback here! We apologize for any confusion or miscommunications while working with our product. Route pulls the tracking number directly from the order on your backend. If you are utilizing a separate fulfillment system, then you will need to ensure the tracking is being added to the order on your Shopify backend. Additionally, Route should auto-fulfill itself after something else in the order has been fulfilled. If Route is showing up as unfulfilled and is creating confusion with your customers, you can remove the line, “there are other items in your cart” so the customer will not see this. You as the merchant can go in the back end of the packing slip template, look into the coding and delete this line: " There are other items from your order not included in this shipment." If you are still seeing issues with your tracking information and orders or would like assistance with the information above, please feel free to reach out to our team here: https://help.route.com/hc/en-us, and we will be more than happy to assist. Thank you, and take care, Leea, Customer Service
June 27, 2022
Working well and customers enjoy the ability to protect their orders. The route platform is not as user friendly and how it works from a merchant standpoint is not explained thoroughly.
Hi there, Thank you for taking the time to send in your feedback. Our sincerest apologies for any miscommunications during this process, and I am more than happy to help! After review, it looks like our team was able to assist you with your reimbursement questions and requests! However, our team is ready and here to assist further if you are still seeing issues or concerns with those funds. You can contact us through this link: https://help.route.com/hc/en-us and we would be glad to clear up any of those questions or concerns with you! All the best, and take care, Leea, Customer Service
June 18, 2022
The app works well and the service is good and hastle free. The only gripe I have that prevents this being a 5 star review is that there doesn't seem to be any option to automatically insure every order (i.e. I don't want the customer to opt it and I want every order I ship to be protected by route, even if I as the store owner need to pay for that). If the feature to automatically insure every order (with no customer interaction needed) can be added then this would be a 5-star product for me.
Hi there! Thank you so much for taking the time to send in your feedback. We really appreciate this! We additionally apologize for any trouble with our Opt-In or Opt-Out features, and our team is always happy to assist should you have further questions regarding these coverage options. Feel free to reach out to our team at https://help.route.com/hc/en-us, and we will be there to assist! Take care, Leea, Customer Service
May 24, 2022
I love the coverage it provides for my customers and the merchant portal is great!! I do wish the coverage itself wasn't accounted for as a product SKU in the system because it messes with certain data points but ultimately, it is a really great platform.
Hi there, Thank you for taking the time to leave your great feedback! We value your partnership and appreciate supporting you and your customers. We apologize for any issues or frustrations surrounding those data points as well. If you would like to discuss this process further in-depth with a team member, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we’ll be happy to help! Take care, Leea, Customer Service
May 13, 2022
Route insurance has a strong team that provides great support. Partnering with them adds ease to our internal team operations and work flow.
Hi there, We appreciate this stellar review! Thank you so much for taking the time to comment on our team and support. We value this partnership, and look forward to continuing that support for you and your team! Should you like to give further feedback, or have any other questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we’ll be happy to help! All the best, Leea, Customer Service
May 12, 2022
I Love how easy it is for my customers and how much of a relief it is to not have to deal with USPS anymore!! Plus you get assigned your own account manager, which I love the personal touch and feeling valued enough to be able to get a hold of a human if there’s ever an issue. Route has saved me so many times when usps makes a mistake and won’t take ownership for it. I honestly don’t know why any business wouldn’t have Route as apart of their checkout process!!
Hi there, Thank you so much for this glowing review! We really appreciate the time you took to give us your feedback, and we are so glad our team can provide this support for you and your customers! Should you like to give further feedback, or have any other questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we’ll be happy to help! Take care, Leea, Customer Service
May 9, 2022
We had this app in our store for a while before noticing that it was messing with the way our cart functioned. We had a lot customers email in letting us know that when they tried to remove the shipping protection from the cart, it would remove another item. We showed Route this issue and they told us that they would get it resolved. After multiple emails back and forth over months with our account manager Kolby, they just stopped responding and gave up I guess. It is just disappointing to be lead on whilst you could have moved on to another solution. It just sucks to edit all of our FAQs and things now and then start looking for a different solution.
Hi there, Thanks for reaching out! I am sorry there have been issues with your removing Route from your customer's cart as well as haven't heard back from your account manager. I understand how frustrating that can be since you have been working out this issue for months! I Again, I am sorry for all the trouble you have had with Route working on your site. Please feel free to reach out to our team if you have further questions at: https://routeapphelp.zendesk.com/hc/en-us Best, Bianca, customer service
May 4, 2022
We love Route. This has taken the hassle out of insuring our packages. We’ve had one claim so far and it was handled quickly and successfully per their policies. The customer files claims and the replacements are placed automatically, no more labor on the merchants unlike most solutions. Previously we used Shipsurance through Shopify and the experience kept getting worse and worse, with all of their policies being vague and optional, resulting in never knowing how long claims would take to be eligible and subjecting our customers to extremely long delays as Shipsurance dragged their feet for WEEKS. Route clearly states a claim timeline and so far have completely followed it. We’re glad we switched and are very happy with the coverage.
Hi there, We appreciate you taking the time to write this raving review! We are happy to hear we have met your expectations on response times. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Thanks, Bianca, customer service
April 15, 2022
Banner is not showing properly on mobile and desktop. Option does not appear at checkout. Contacted customer service atleast 5x for days and NO RESPONSE. Terrible service!
Hi there, Thanks for taking the time to reach out. I am sorry you had a delayed response regarding your banner! I do see one of our agents was able to get you taken care of. We appreciate your patience on the matter and please reach out if you have any further problems regarding your banner. Thanks and enjoy your day! Best, Bianca, customer service
April 1, 2022
Route has been so crucial for my business and I have been extremely happy with the customer support provided by Karlee. Thanks so much Route!
Hi there, Thanks for the kind words! I am happy to hear your CSM has been able to provide excellent service. If you ever come across any questions, don't hesitate to reach our team at: https://routeapphelp.zendesk.com/hc/en-us. We'd be happy to help! Best, Bianca, customer service
March 31, 2022
As the logistics manager for the shop, I've contacted Route support multiple times now regarding an issue where the system doesn't allow us to pass step 9 of onboarding. The app allows us to go through the entire process and clicking the "continue" button of step 9 would be the final action to take. However, no matter the device or browser used it simply does nothing. When it's closed out and relaunched It is stuck on a limited access portal screen. We have had to delete and reinstall the app multiple times with no luck. I am sure this is internal because a few days ago I set up this app on another store. So it seems like there is an issue completeing onboarding on this shopify account. I am only giving it 1 star because at the very least we should have received a response from support. They have never replied or contacted us back. I hope we never need support with the other shop.
Hello there, Thanks for taking the time to reach out! I am sorry you have had any problems with your onboarding experience. I do see we responded on April 1, 2022, with a possible solution. If that doesn't work, please respond back to that email and we would be happy to help you further. We appreciate your patience regarding your onboarding and look forward to hearing from you. Thanks, Bianca, customer service
March 21, 2022
Route was incredibly helpful with getting our reimbursements paid out correctly. We had made a mistake linking our bank account, reimbursements had to be retroactively calculated a whole year back. Our customer success rep was incredibly responsive and totally on top of it. Turned a head-ache of a situation into a very positive one!
Hello there, Thank you for taking the time to write this kind review. We're happy your success manager has been helpful in figuring out your reimbursements. https://routeapphelp.zendesk.com/agent/tickets/1352330 Best, Bianca, customer service
March 4, 2022
My experience with Route was the worst I've had with any Shopify app. They have everything set up nicely to entice you to sign up and make sure they get paid from your customers opting in for protection. It took 40 days for me to get my claim reimbursed and countless excuses as to why week after week I couldn't get my payment. Also, be prepared to pay for the claims yourself then fight to get your money back from route. They don't send notification before the charges are reversed or when a claim is filed just be prepared to be surprised by a negative balance in your shopify store. It took me contacting Shopify merchant support to get my claim reimbursed. I definitely do not recommend this app.
Hello there, Thanks for taking the time to reach out. We're sorry for any issues regarding your reimbursements. I do see there was a bug in the software we use that caused delays in receiving your reimbursement. I understand how incredibly frustrating that can be. However, it was fixed and you should be receiving your payout. For any claims paid outside of those filed with Route, we require the merchant to let us know so we can reimburse them. I do apologize if this causes any inconvenience. Please reach out if you have any further questions at: https://routeapphelp.zendesk.com/hc/en-us Thanks, Bianca, customer service
Feb. 25, 2022
nope, very difficult to get a hold of someone and when you do they tell you to email someone else. It has been 2 months and still have yet to get someone to answer my question.
Hello there, Thank you for reaching out. We are sorry you have had trouble reaching out to someone to answer your questions. I do see we had to have our billing department look over those charges for you and a customer success manager will be reaching out to go over any discrepancies. You can also access your billing information here: https://dashboard.route.com/admin/reimbursements We truly appreciate your patience and will be talking with you soon! Best, Bianca, customer service
Feb. 15, 2022
I got ninety-nine problems, but Route ain't one. We've had problems with customers calling in 60 days after their order was marked as delivered, demanding satisfaction. We've had trouble with mail getting lost or severely delayed. We've had trouble with stolen and misdelivered packages. We had a hurricane stop the mail for weeks. Route has always delivered what they promised.
Hi there, Thanks for the awesome review! We're happy to hear we have made life a little easier with lost packages. We strive to give the best service and are happy we could meet your standard. Please feel free to reach out to our team if you have questions at: https://routeapphelp.zendesk.com/hc/en-us. Best, Bianca, customer serivce
Feb. 7, 2022
We have been very happy with the Route Protection Package for our customers. The response time has been great, and the claims get resolved quickly. As the merchant, we really like the support we receive from our customer success manager. Having the Route business review and going over customer feedback was valuable, too.
Hi there, Thanks for taking the time to write a review. We are thrilled to hear your customer success manager has been setting the bar high. We thrive to give a great experience to merchants like you. If you ever have any questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us Thanks, Bianca, customer service