Route Protection and Tracking
Shipping Insurance & Immersive Order Tracking | Route App
Rating
3.7
feedback
336
chart
#3,424
All reviews
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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 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
Jan. 5, 2022
Does not uninstall and still on my store. STAW AWAY. can some one help take this app off my store?!
Hi Reine, Thank you for bringing this to our attention. We are sorry for any confusion on uninstalling Route. I would be frustrated if I was in the same situation. We would be happy to guide you on this matter. If you reach out to our Onboarding team, they would be happy to help you! https://help.route.com/hc/en-us/requests/new?ticket_form_id=360001446393 I also see we tried reaching out on 1/5/22 and you can reply to that email if that is easier. We want to make sure we are able to help you remove Route from your store. Thank you for your patience and we look forward to hearing from you! Best, Bianca, customer service
Jan. 1, 2022
Does not uninstall, code is still on website. No instructions. Should not be allowed in app store. Stay away.
Hi there, Thank you for bringing this to our attention. We are sorry for any confusion on installing Route. We can definitely see how frustrating that could be. We would be happy to guide you on this matter. If you reach out to our Onboarding team, they would be happy to help you! https://help.route.com/hc/en-us/requests/new?ticket_form_id=360001446393 I also see we tried reaching out on 1/4/22 and you can reply to that email as well. Thank you so much for your patience and we look forward to hearing from you! Thanks, Bianca, customer service
Dec. 16, 2021
It's super simple to integrate and an easy option for customers to select at checkout. We've had customers already use it for lost packages.
Hi there, Thanks for writing a review! We are delighted to hear you were able to install Rouet easily. We strive to give excellent customer service and if you run into any questions please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us Thanks, Bianca, customer service
Dec. 15, 2021
Route has been great for us! It has built confidence for our customers and we have seen lots of people take advantage of Route! It was really easy to install, and we now have it on two other Shopify stores that we run in addition to our Water Filtration website.
Hi there, Thank you for taking the time to write this kind review. We're happy to hear you have a good experience installing Route! 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! Have a nice day, Bianca, Customer Service
Dec. 15, 2021
Route has been great for our customers when they have any transit issues with their packages! Even when a package gets lost in transit route takes care of the issue effortlessly.
Hi there, Thank you for writing this wonderful review! We're thrilled to hear you have a good experience using Route! Route prides itself on offering great peace of mind for merchants and their customers through our package protection and world-class customer service! We feel very fortunate to partner with you as well. 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
Dec. 15, 2021
Route really helps us secure our packages that we ship worldwide. The claims process is quick and easy. Customer Service is responsible and always available to assist. highly recommend them.
Hello there, Thanks for the review! We are happy you have a good experience with our customer experience team. We strive to give excellent customer service and we are happy to hit your standard. 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
Dec. 14, 2021
Route has been amazing for our customers and for us! Janice is always quick to respond with any issues, concerns, or questions!
Hello there, Thanks for taking the time to write this review! We are happy to hear you have had a great experience with your success manager. 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
Dec. 10, 2021
Route has been a great service to have in our corner for customer service. Ahseante and the Route team are always helpful and responsive!
Hello, Thanks for the kind words! We are happy to hear you have a great experience with our customer service team and your success manager. If you have any other questions, don't hesitate to reach our team at: https://routeapphelp.zendesk.com/hc/en-us. We'd be happy to help! Thanks, Bianca, customer service
Dec. 10, 2021
Route has helped us reduce the amount of lost and damage product significantly. Support is top notch and extremely responsive. Great app!
Hi there, Thanks for taking the time to write a review. We are happy you have a great experience with our support team. Route prides itself on different excellent customer service. If you have any other 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
Dec. 9, 2021
The app is a convenient solution for carrier mishaps which saves us and our customers time and money.
Hi there, Thanks for the review! We are happy to hear you have had a good experience using Route. 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! Best, Bianca, customer service