Route Protection and Tracking
Shipping Insurance & Immersive Order Tracking | Route App
Rating
3.7
feedback
336
chart
#3,393
All reviews
Review RSS Feed
March 8, 2021
I appreciate the service for starters, it enables me to offer faster solutions to our customers than previously available. And Zoram and Shaylee have been so amazing to work with on the backend of things. Very communicative and capable.
Hello, Thank you so much for your review! We are so excited to hear that not only have you been enjoying our partnership but that you’ve particularly enjoy both Zoram and Shaylee! We absolutely love working with them both, as well. It sounds like everything is going wonderfully but should you need any additional help or support, please don’t hesitate to reach out to our team at https://help.route.com/hc/en-us. Our team is always here to help further! I hope you’re enjoying a great week, Holly, Customer Support
Nov. 15, 2021
Introduction into the app was very straightforward and my account rep is very transparent and is quick to answer any questions I have. Satisfied with my customers claim experience with route as well. I don't have to worry about unhappy customers because Route provides that extra security and actually provides insurance on lost, damaged or stolen orders. I've successfully dealt with orders using Route and I love it.
Hello, Thank you so much for the review! We are so happy to hear that you’ve enjoyed working with Route and your Customer Success Manager, Ahseante and your Account Executive, Brady. We think they're both great, as well! It sounds like you have everything you need to for success but should you have any future questions, please don’t hesitate to reach out to our team at https://help.route.com/hc/en-us. Our team is here to help! Have a wonderful week, Holly, Customer Support
March 8, 2021
There are thousands of apps available that promise to improve the customer experience by offering this bell, or that whistle. While many actually do what they say - Route is the only app we use that has been equally beneficial to the customer and the brand owner. It was incredibly easy to install, well supported and costs us exactly zero dollars per month. Route has improved our customer experience by making it easy for customers to obtain replacement shipments for products that are lost, damaged or stolen. At the same time, we've reduced our customer interactions for these events and cut our connected losses by a whopping 100%. (Let that sink in.) If you sell and ship products online, Route should be among the first updates that you make to your store - your customers and your bottom line will thank you.
Hi there, Thank you so much for such wonderful feedback! We are so thrilled to hear that both you and your customers have enjoyed working with us. That is exactly what we strive for! It sounds like things are going splendidly but should you ever need additional support or assistance, please don’t hesitate to reach out at https://help.route.com/hc/en-us. We are here to ensure you continue to love your partnership with us! Happily, Holly, Customer Support
March 7, 2021
Route is a Godsend for small business owners like us. We have had issues with the post office reliably delivering our packages and have lost a lot of revenue having to resend or refund orders. Being able to insure all our packages through route has boosted our confidence in sending out our orders. Thank you so much for this amazing service!!
Hi there, Thank you for this lovely feedback! It is truly our pleasure to partner with you and provide peace of mind for your business, shipped products, and customers. We are so happy to hear that Route has been a great support during some postal challenges. Should you run into any future snags or questions, please feel free to reach out to our team at https://help.route.com/hc/en-us and we'll be happy to help! Hope you and yours are staying safe and healthy, Jordan, Customer Service
May 26, 2021
Service is great! Form is easy to fill out when filing a claim. If more immediate help is needed than just the form a customer service rep is also very easy to get a hold of for assistance. Route is always extremely helpful in assisting our customers. The customer service is always quick, efficient, and professional. It’s easy to use the website to file claims and check on the status.
Hi there, Thank you so much for this stellar review! We're glad to hear that our customer service has been both effortless and helpful, and we feel very lucky to partner with you and support your store mission of bringing whimsy to wellness for everyone. If you run into any future questions or needs, please feel free to reach out to us at https://help.route.com/hc/en-us and our team will get you taken care of ASAP. Hope you're staying safe and healthy, Jordan, Customer Service
March 5, 2021
Route is pretty much automatic and makes tons of sense for both us and our customers. We've replaced countless "lost shipments" so having Route for backup is really nice.
Hi there, Thanks for your lovely review! We're so happy to hear that Route has offered both you and your customers an easy, stress-free shipping experience. We similarly feel lucky to work with merchants like you. Should you run into any future questions regarding lost shipments or otherwise, feel free to reach out to our team at https://help.route.com/hc/en-us and we'll be happy to assist! Hope you're having a wonderful week, Jordan, Customer Service
June 3, 2021
Route has allowed us to provide our customers unparalleled package protection as part of our Mythical Customer Care. We all sleep well at night knowing that Route is vigilantly on duty, ensuring our handcrafted leather goods are protected between the time they leave our hands to their arrival on our customer's doorstep.
Hi there, Thanks so much for this wonderful review! We are so happy to hear that the ease and security Route offers have been game-changers for you and your customers. We are equally delighted to partner with merchants such as yourself. Should you run into any future questions or needs, please let us know at: https://help.route.com/hc/en-us. We'd be happy to help however we can! Hope you're having a great week, Jordan, Customer Service
Feb. 19, 2021
This app has been amazing! It has removed a lot of customer service issues off of my team by offering insurance on the package. Route handles the customers claim and allows my team to focus on sales and shipping!
Hi there, Thanks so much for your glowing review! We are so happy to hear your team and customers are enjoying the ease and peace of mind Route brings, especially as it allows you to focus on sales and shipping. Should you run into any future questions, please feel free to reach out to us at https://help.route.com/hc/en-us and we'd be happy to support however we can. We feel very lucky to work with merchants like yourself, and we look forward to continuing the partnership! All the best, Jordan, Customer Service
Jan. 6, 2021
I started using Route in August 2020. I have been very pleased with their services. Due to major delivery issues through the USPS stemming from COVID and other factors, Route has replaced several lost packages which has kept my customers very happy. I have had no issues in getting claims processed extremely quickly. The only suggestion that I can make is coming up with a solution as to when orders are edited on a merchant's end. My customers are always wanting to add or remove items from their orders. If the customer has already selected the Route protection in their order and request that additional items be added to the order, Route goes by the initial order created should the order have to be replaced or refunded. This area needs some help. I will continue using Route as my customers have enjoyed having peace of mind.
Hi there, Thanks so much for your review! We are so happy that you and your customers have enjoyed the peace of mind Route package protection brings. Additionally, we greatly appreciate your valuable feedback regarding post purchase order editing & Route protection. As Route is calculated on the cost of the items in the order, our current system is unable to automatically recalculate Route protection when an item is added or modified post purchase. If an edit needs to be made, merchants can simply cancel the original order (pre-fulfillment) and recreate with the customer’s edits and add Route. Again, thanks so much for partnering with us. We greatly appreciate having you on board & look forward to working with you in the future. Your feedback regarding original order edits has been passed onto our team. However, should you run into any future questions feel free to reach out to us at [email protected]. All the best, Jordan, Customer Service
Dec. 19, 2020
Our account rep is incredibly helpful and responsive when we have questions about a claim, which lifts a lot of my stress. I don't know what I would do without Route.
Using app
About 1 month
Total reviews
1
Average rating
5.0
Hi there, We are so happy to hear that you are enjoying working with Route and your Customer Success Manager, Shaylee. We think she’s pretty incredible, as well. We are always here to help however we can so should you have any questions please feel free to reach out to [email protected]. Thank you, again, Holly, Customer Support
Dec. 18, 2020
App works great and their team is awesome for customer service. Ahseanté was very informative and a huge help.
Hi there, Thank you so much for sharing your feedback! We are so happy to hear that you’ve enjoyed our Customer Support team and also working with Ahseante. We love having him, as well! If you are ever in need of more support, always feel free to reach out to [email protected] and we’ll be happy to help! Happiest of Holidays, Holly, Customer Support
Dec. 23, 2020
I'm very happy with the quick responses I get from our account rep when I have questions or issues with a claim.
Hi there, Thank you so much for your review and invaluable feedback. We feel quite lucky to work with merchants such as yourself, and we are always looking for areas to improve. Regarding the 100% coverage statement in our Customer Marketing Kit, we do adhere to the following protection parameters: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies. However, should you and your team notice any policies that are causing consistently unhappy customers or general business practice incompatibility, our team is always happy to look into merchant-specific solutions. Again, thank you for this wonderful review and feedback. We look forward to continuing our partnership! Should you run into any questions, feel free to reach out to our team at [email protected]. I have notified them of your review, and we will be on the lookout for any future communications! Hope you had a safe holiday season, Jordan, Customer Service
Dec. 14, 2020
Route provides great peace of mind for customers at reasonable rates. Customer service is available and ready to assist as needed.
Hi there, Thank you so much for your positive feedback! We’re so happy to hear that you’re enjoying what we do best - providing customers with peace of mind. As always, our Customer Service team is ready when you need us. If you have any questions that arise, please don’t hesitate to reach out to [email protected]. Happy Holidays, Holly, Customer Support
Dec. 9, 2020
Route Has Been AWESOME Easy to work with, save a lot of trouble for us. Can't think of any reason not to use it.
Hi there, We are so thrilled that you’re loving Route! We’re equally as excited to be partnering with you and hope your customers are enjoying the extra peace of mind Route provides. Should you need any assistance or have any questions, please feel free to reach out at [email protected] at any time. We're always here to help! Happiest of Holidays, Holly, Customer Support
Dec. 8, 2020
Route has been great for the customers that have purchased it! Super easy to use and any issues I've had have been handled great. I wish there was a way to educate more customers on why they should do it. The only interesting thing I've seen while viewing my customer's behaviors is sometimes they get scared and back out of the sale when they see it automatically added. I wish you could do it on the back end somehow.
Hi there, We’re so glad to hear that you and your customers are enjoying Route! We strive to make both of your experiences with us smooth and simple. We would love to continue this conversation about optimizing your customers’ experience. Please feel free to reach out at [email protected]. Our team will keep an eye out for your email so we can make sure our partnership has the best and biggest impact possible. Have a wonderful day, Holly, Customer Support
Dec. 4, 2020
We have loved having route! It's great for our customers to have them easily be able to get a replacement/refund if anything goes wrong with their shipment. Especially around the holiday season. Most of them have been adding route to their purchases which helps our customer service team as well.
Hi there, Thanks so much for this review and feedback! We have similarly loved working with your team and customers, and we are excited to continue our partnership throughout the holiday season and beyond. Should you run into any questions or issues, please let us know at [email protected] and we’ll be happy to assist! Have a great evening, Jordan, Customer Service
Dec. 3, 2020
Route has been great to work with! Installation of the toggle switch on my checkout page was super fast and easy. They even coordinated with my fulfillment center to make sure that the skus were set up correctly with their system. Super great service! It makes my customers AND me really happy when we don't have to lose money on lost shipments.
Hi there, Thanks for your wonderful review! We’re happy to hear that you’ve been enjoying Route and working with our team to get everything set up correctly and smoothly. We feel very fortunate to have you onboard with us! If you should run into any future questions or issues, please feel free to reach out to [email protected] and we’ll be glad to assist. All the best, Jordan, Customer Service
Nov. 24, 2020
Updated review: I have tried several different apps that claim protection but Route seems to be good as they file the claim for the issue. They have made a change in how the replacement orders will be processed and I have not had to use it yet. The Merchant will now be $ responsible to the replacement order, then Route issues a credit to the Merchant's billing account. We have products that range from $100-$4000 so this might not work for us. Some credits would take a year or more to work through the billings. The app will give your customers the confidence with shipping their orders, however now the claims are taking more than 6 business days to process and the dashboard does not show the status correctly. This might not be good enough to customers waiting for a replacement order. Customer service is only by email and the response time lags. Time will tell if we stay with Route.
Hi there, Thanks for sharing your feedback with us. I’m so sorry for any inconveniences caused, but I’d be happy to clarify and offer further assistance. Due to a recent automation update - Resolve via Platform (RVP) - replacement orders and refunds are now solved at the click of a button via Shopify and credited weekly back to your Route bill. For more details on how RVP affects your billing, please read more here: https://help.route.com/hc/en-us/articles/360055934194-Route-Order-Issues-Resolution-Resolve-via-Platform- While response times may have lagged in the past, RVP has allowed us to get our response time down to 24-48 hours as promised. Furthermore, most claims are now being resolved in that same timeframe as well. So overall, the experience is much faster for you and your customers. In regards to Dashboard status updates, those are directly linked to the Route Support ticketing system and should regularly update along with your claim resolution. However, if you have any future questions - claim follow-up or RVP billing concerns - please feel free to reach out to [email protected]. I’ve relayed your case to that team as well, so they’ll be on the lookout for any communications. Best, Jordan, Customer Support
July 3, 2020
Great service! The deadlines for filing the claim can be very confusing and inconvenient for customers whose packages are lost or just not updated for a long time, but the staff are accommodating and reply back to our emails to help us out. We appreciate it their service very much.
July 3, 2020
Candidly, I was a bit nervous about our first claim - nearly two-thirds of our customers choose to insure their purchase with Route Ins. The Rep at Route Ins took care of everything! It was simple and nearly instant! Route paid for a duplicate order, including reshipping to our customer in Italy.