Route Protection and Tracking
Shipping Insurance & Immersive Order Tracking | Route App
Rating
3.7
feedback
336
chart
#3,424
All reviews
Review RSS Feed
Sept. 29, 2021
The dashboard on this app has been almost useless for us. It will only show you 7 day views and nothing is able to be exported. We were expecting a much better UX and feature set based on having several calls with the Route team that unfortunately was not there. Now we're already removing the app (which all our customers have now seen) from our store just a month after launching. Was not worth the hassle it's created.
Hi there, Thank you for bringing this to our attention. We are sorry Route's dashboard wasn't able to hit your standards. We can definitely understand how frustrating that can be. I do see you have been in contact with your CSM about your concerns and she has been able to pass along this feedback. If you come across any other questions or concerns, please don't hesitate to reach out at https://routeapphelp.zendesk.com/hc/en-us. Thanks and have a great rest of your day! Best, Bianca, customer service
Sept. 27, 2021
Relieves alll of my customer stress with packages not arriving and a peace of mind knowing they can be helped if purchased. Highly recommended!
Hello! Thank you for your kind words. Route prides itself on offering peace of mind for merchants and their customers through our package protection If you come across any 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 wonderful day, Bianca
Sept. 23, 2021
its impossible to get someone on the phone even if you are a merchant. Customers are not able to file claims! What is the point of this service?
Hi there, Thank you for bringing this to our attention. I am sorry for any trouble your customers are having filing issues. We do see the last time an issue was filed was 9/27/21. We would be happy to guide any of your customers who are having trouble submitting an issue, and currently, we only offer email support from our support team. We have reached out to your CSM and they should be reaching out to you about any concerns you may have. In the meantime, if you come across any other 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 great day! Bianca, Customer Service
Sept. 2, 2021
Awesome customer service! Filing shipping claims takes so much time for merchants. Route helps with this process by having the claims handled by your customer through an easy process and then they do the rest. It is a pleasure working with Cameron and his team! Thanks for the support.
Hello there, Thanks for the raving review! We are thrilled to hear you have had a great experience using Route. We take pleasure in giving world-class customer service and we are happy to hear we have been hitting your standard of support. If you come across any 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
Aug. 30, 2021
Really helpful app that addresses one of our pain points. This is a great business. Cameron and Adam are great.
Hello, Thank you for taking the time to write this kind review. We're happy to hear you have a good experience using Route! Route prides itself on offering peace of mind for merchants and their customers through our package protection and world-class customer service! Please reach out if you run into any questions. You can reach us at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a nice day, Bianca, Customer Service
Aug. 27, 2021
The Route team and CSM Ahseante have been of great help to our company. Would recommend for any merchant that needs a solution to provide an insurance peace of mind to its customers.
Hello, Thanks for taking the time to write a review! We are happy to hear your CSM has been helpful. Route prides itself on offering peace of mind for merchants and their customers through our package protection and world-class customer service! If you ever run into any 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 good day, Bianca, customer service
Aug. 27, 2021
Our experience with Route has been positive from the start. Helpful, knowledgable staff is always friendly and swift to respond to our needs. Submitting claims has never been easier for our team and prompt resolutions to issues provide value to our company and customers.
Hello, Thanks for the wonderful review. We are happy to hear to you have had a good experience using Route. We take pride in ensuring our team is helpful and offers peace of mind for merchants. 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
Aug. 26, 2021
The team at Route has been absolutely amazing from the very beginning and throughout each interaction!! Implementation was seamless and their support team has only improved over time thanks to their impressive SLA. The best part of all is that they actually listen to our feedback which we've seen used for current releases! They're always actively looking for areas to improve and continue down the path of being the best in the game!
Hello, Thanks for taking the time to write this lovely review. We are thrilled to hear your experience has been nothing short of amazing! We take pride in providing excellent customer service and will continue to take any feedback you may have. 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 good weekend, Bianca, customer serivce
Aug. 26, 2021
Love this app! Our customers love it and have had great success with their reps. Looking forward to continuing to grow the business with Route.
Hi there, Thanks for the kind words! We take pleasure in knowing we are hitting your standard of support. We are thrilled in having you as a partner. If you come across any 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! Enjoy your day, Bianca, customer service
Aug. 25, 2021
We have a unique use case- however the Route team have been proactive and had open communication on how we can improve outcomes between both businesses as well as implementing those improvements. Installation was fast/easy and communication is quick even though we are in completely different time zones.
Hello, Thank you for writing this wonderful review! We are thrilled to hear you have had a great experience with Route and the installation was a simple process. Route takes pleasure in offering world-class customer service. 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! Enjoy your day, Bianca, Customer Service
Aug. 25, 2021
We removed it because it was difficult for our customers to get in contact with their customer service and then they only offer refunds up to 15 days after an order is delivered. In the end it caused us more issues in customer service than before. Their setup on the site was pretty good and they helped us customize it, so giving them 2 stars instead of 1.
Hi there, Thank you for bringing this to our attention. We're sorry your customers were having a difficult time reaching out to us. Order issues for packages marked "delivered" yet not received are considered by Route as stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises. For further information on Route's policies, you can look here: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies I apologize for any inconveniences this may have caused. We pride ourselves on offering world-class customer service. You can contact us at [email protected] and we'd love to help any way we can! Have a great day! Bianca, Customer Service
Aug. 25, 2021
We have found Route app to be very helpful. Most of our customers purchase Route Protection, as the cost is minimal. This has protected us several times from losses due to lost and damaged shipments.
Hi there, Thanks for the kind review! We are happy to hear you are happy with the service Route has provided. Route takes a lot of pride in offering great peace of mind for merchants and their customers through our package protection! If you come across any 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! Enjoy your day, Bianca, Customer Service
Aug. 24, 2021
Route has helped us A LOT! We had so many issues with delivery it was ridiculous. Being that we do not handle the packages or shipping ourselves it became overwhelming on our end having to deal with customers, reshipping, losing money, etc. With Route I have seen the biggest change for us in a positive way. We no longer have to insure packages on our end and make customers file claims with the carrier that always get denied. Chargebacks have slowed down as well and we no longer lose out on product and money.
Thank you for writing this wonderful review! We're happy to hear you have had a good experience using Route! Route takes pride in offering great peace of mind for merchants and their customers through our package protection and world-class customer service! If you come across any questions or concerns, 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
Aug. 23, 2021
The customer support is top, and the product team is constantly taking in feedback and making those updates to make the platform the best for both the brand and its customers!
Hello, Thank you for writing this wonderful review! Route prides itself on offering world-class customer service! We are fortunate to have partners who help us be better. 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! Enjoy your day, Bianca, Customer Service
Dec. 2, 2021
Very solid, always looks for solutions and response time and resolution has gotten much quicker since we started! We have a really fabulous rep, Katie, who has been extremely helpful with solving issues. We have a unique product that requires extra attention with shipping/damage issues and she's gone above and beyond to make Route work for us. We really love Route!
Hi there, Thanks for the kind words! Route prides itself on offering world-class customer service and we are happy to hear we have been hitting your standard of support. If you come across any 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 wonderful day, Bianca, Customer Service
Aug. 20, 2021
While we've not been with you long, your customer service is amazing! They are always there to answer our questions quickly and fully. Training was helpful and the system is very easy to use and understand
Hi there, Thanks for the wonderful review! Route prides itself on offering world-class customer service. We are thrilled to hear you have had an amazing experience with us thus far. If you come across any 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 wonderful day, Bianca, Customer Service
Aug. 19, 2021
Been with Route for over a year now and it still amazes me! I am thankful to have this relationship, for all the help it provides to our customers, which ultimately helps our company. From day 1 Route began resolving customer issues. They continue to adapt to our business and the technological needs of our market/customers/regulation etc. We also have the Best Customer Success Manager (Makaylen) who keeps on top of our company's needs and options and communicates this to us. To the future! Thank you Route!
Hello, Thank you for writing this wonderful review! We're thrilled to hear you have had a good experience using Route! Here at Route, we pride ourselves on offering world-class customer service and peace of mind for merchants! We feel very fortunate to partner with you. 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 again, Bianca, Customer Service
Aug. 18, 2021
The integration process was easy, and our Reps, Easton and Karlee are super knowledgeable and very quick to respond. We are early in the adoption process however Route has already deflected several issues from our Consumer Affairs team. I expect this number will only grow from here!
Hello, Thanks for taking the time to write this kind review! We're thrilled to hear you have had a good experience using Route! Route prides itself on offering great customer service and we are pleased your account managers have been helpful. 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 wonderful day, Bianca, Customer Service
Aug. 17, 2021
Route is a good service to use as it takes care of a lot of the issues we simply do not have time to deal with. They work very quick and easy so far we have had nothing but good things to say about the app. They are the solution we have been looking for .
Hello, Thank you for taking the kind words. We're happy we can provide the solution for package protection. Route prides itself on offering great peace of mind for merchants and their customers through our package protection and world-class customer service! 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
Aug. 17, 2021
Customer shipping and lost package claim processes have always been a pain in the butt. With Route, customer issues have been handled very promptly and to the satisfaction of both our customers and our internal team.
Hello, Thank you for taking the time to write this kind review. We're happy to hear you have a good experience using Route! Route prides itself on offering peace of mind for merchants and their customers through our package protection and world-class customer service! 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