Route: Post‑Purchase Platform
Shipping Insurance & Immersive Order Tracking | Route App
Rating
4.0
feedback
408
chart
#697
All reviews
Rating Breakdown
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Jan. 12, 2024
Route offers a very simple and efficient way to create and process the claim. Their customer service is very prompt and efficient. One can get ahold of an actual person to resolve an issue within reasonable time. Their website is clear and easy to nativegate. And the claim process time is very reasonable.
Hi there, Thank you for your review! We love that Route’s been able to help support your business! If there's anything else we can do, please let us know. Have a great rest of your day! Skylar, Customer Success
June 13, 2023
UPDATE- Aubri from Route reached out and fixed the issue. Works now. Does not work. Worked for the first month and now the route check box doesn't even appear. Tried various settings and nothing seems to work.
Hi there, thank you for updating your review and bringing the issue to our attention. We apologize for the inconvenience you experienced initially and we're so glad to hear that Aubri from our team reached out and was able to fix the issue for you. Our team is committed to resolving any technical issues promptly to ensure a positive and seamless user experience. If you encounter any further difficulties or have any additional feedback, please don't hesitate to reach out to us: https://route.com/help-center. We appreciate your patience and the opportunity to make things right. All the best, Leea, Customer Service
Aug. 12, 2022
"We have not received any negative feedback from our customers concerning claims filed with Route. The coverage is very affordable, making it more accessible for the customer. The added coverage on the packages is added piece of mind for us!"
Hi there! We really appreciate this feedback, thank you! We are glad our Protect feature has worked well for you and your customers and that it can offer that peace of mind we strive for. Should you like to give further feedback, or have any other 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! Have a wonderful day, 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
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
Dec. 9, 2021
This app has been very helpful to our customers and saves us time and money. Easy to set up and help recourses are available.
Hello there, Thanks for this kind review! We are happy to hear we have been able to save you some time! If you ever have any questions, don't hesitate to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us Thanks, Bianca, customer service
Sept. 2, 2021
"We have been customers for over 18 months and when we have had claims, the process was extremely smooth. I do really enjoy the Route newsletter and take the time weekly to read the content - one of the few that I do."
Hello there, Thank you for taking the time to write this great review. We're happy to hear you have had a good experience using Route! We appreciate your engagement with our Newsletter and are thrilled you enjoy the content. 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
Aug. 23, 2021
We appreciate the service that Route offers. There are some features that we feel need to be improved for the future however this app allows us to offer our customers top notch customer service.
Hello there, Thanks for taking the time to write this review. Route prides itself on offering world-class customer service! We are sorry to hear some features aren't to your standard. If you have any concerns or suggestions, we would be happy to take them at: https://routeapphelp.zendesk.com/hc/en-us Thanks for the feedback and reach out if you need anything else! Enjoy your day, Bianca, Customer Service
Aug. 10, 2021
We heard about Route through ShineOn during a FB live session or zoom or something like that. We were made to understand that there was no cost to merchants and 1% of the cart value to be paid by the customer which seemed like a bargain based on what the big-boy carriers charge for "insurance" and how cumbersome their claim processes are. We couldn't see a downside. So we pulled the trigger. We got very good onboarding assistance but then had to do a ton of manual work when we had some shopify updates to our store. It took a lot of time and frustration to finally get Route operational on the store. Once it was there, we had about 50% take rate on customers leaving the switch on upon checkout. After several months, we have had a single customer claim and it was handled beautifully. Based on that, we decided to go the extra step and add route at no cost to the customer for every item in our store. It was a customer service and loyalty based strategic decision -- it took only 2 emails to Route and it was all done on their side. I had no additional work to do to our store. Simple, stupid, easy, breezy. When we received the first invoice after the switch, I was disappointed to find that our charge wasn't 1% of the cart as had been represented on the ShineOn session we'd attended but "up to 2%" of the cart and we're definitely being charged "up to 2%". Yes, when I looked today to read all the fine print, there is a statement regarding "cart value up to 2" but that wasn't what had been represented at the initial presentation. Logic would seem to say that when Route is assured of a steady stream of revenue from an e-commerce store having chosen to provide their product/service on every sale that the rate would be at the low end, not even at the middle and certainly not on the high end. Sort of similar to how credit card processing fees, tiered volume/quantity discount pricing or wholesale vs. resale pricing works. Instead it feels kind of like being an established cable or cell phone customer and not getting the best deals like a new customer gets. Long story short for Route: it's a customer satisfier, it takes a layer of customer service work away from my day to day and it's relatively simple to get functional on a Shopify store. I just wish their "best" pricing applied to shops who gave them the vote of confidence by putting their protection on every order. So room for that elusive 5th star if they get their pricing in order...
Hi there, Thank you for the review! We’re thrilled to hear setting up Route was a simple experience for you. We are, however, sorry to hear the fees were not clear. We understand how frustrating that can be. I am glad you were able to connect with one of our team members. Thank you for providing us with feedback on what we can add to our merchant help center and information that would be helpful for new merchants in the future. You can contact us at [email protected] if you have any other questions about your pricing. Thanks for your patience and we hope to hear from you soon. Thank you, Bianca, Customer Service
June 17, 2021
"Working with Cyntia has been so great and you guys have always been helpful and accommodating to all our needs. Your response times are fast and the customers that utilize route haven't had a whole lot of issues. It is much easier to work with you all than with USPS when it comes to issues with missing or damaged packages."
Hi there, Thank you for the kind words! We're happy to hear your Customer Success Manager and the support team have been helpful. We are glad we could be your solution for your package protection. If you run into any future questions, please feel free to reach out to your CSM directly, or our team at: https://routeapphelp.zendesk.com/hc/en-us. We'd love to assist however possible. Have a great day! Bianca, Customer Service
Jan. 18, 2021
Their customer service is horrible. They approved a claim, but are dragging their feet when it comes to payment. Ongoing for 3 weeks now. Update: It took a while, but they finally assigned an account rep who helped with the refund as promised. Hopefully I won't have another issue but it I do, she has said I can contact her directly.
Hi there, Thanks so much for your honest and valuable feedback! During peak holiday season it can take a bit longer than normal to process reimbursements, but with some of our new automation technology those processing times are steadily decreasing. I looked into your most recent claim, and it appears you were refunded in full - including the PayPal transfer fee - for the order on Jan. 7th. In the future, if you have any questions regarding issues or reimbursements, please feel free to contact [email protected], or your CSM directly, and we’ll get you taken care of ASAP. Thanks again for your feedback and for choosing Route. We’re so lucky to have you on board! Hope you had a safe holiday season, Jordan, Customer Support
Dec. 18, 2020
Our representative has been so nice to work with and answers all of our questions quickly(: The policies on the other hand can be confusing at time.
Hi there, Thank you so much for the feedback! We’re thrilled to hear that you’re enjoying working with our team. We know coverage policies can be tricky to navigate so we’ve outlined them here (https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies) to make it as easy as possible! Should any questions come up, never hesitate to to touch base with our team at [email protected]. Wishing you a very happy holiday season, Holly, Customer Support
Aug. 18, 2020
This app has been great to provide both merchant and consumer peace of mind when ordering. Our Route rep, Brad, is responsive, helpful, and great to work directly with. My only complaint is that our store dashboard where I can look orders up is so slow. I also wish there was something on our dashboard where we could see our bill by month, instead of just receiving weekly billing notifications.
June 23, 2020
Route is a very well built app that integrates well with our Shopify store. Route's team was very helpful in working through any bugs during implementation. We have a lot of customers checking out with it so it seems to be providing quite a bit of value for our customers.
June 23, 2020
There have been more customers buy this than I expected. Seems like customers (and us) see a lot of value in the insurance since it is so cheap to get. Excited to keep using this for our business!
June 23, 2020
When we first got this app right before the holiday rush, it was PERFECT! Every claim was handled super quick and easily. The pandemic and direct shipping problems with that definitely slowed them down, though I suspect also fast growth because of increased online sales was part of the problem. We sell mostly lower dollar items, so haven't had a problem getting them replaced or refunded. I think that there is room for this to be 5 stars again in the future as they catch up and hire more people so that the communication can be better. Overall we have had a great experience, but the slow down in response time has been tricky to navigate.
June 23, 2020
The only thing lacking from this app is communication to the seller when someone field a claim. For instance, they’ll tell the customer a replacement is being made when the seller has no idea this has even happened. For me, can’t remake certain orders due to limited supplies so this causes a problem. However, when you email route about it, they switch it to a refund so it’s a simple fix. Overall a very helpful app and the customer service is great for help installing.
June 23, 2020
This app came in very handy when dealing with missing packages! Prior, we were constantly back and forth with the post office and the Route claims process made it very simple to come to a resolution. Super seamless platform.
June 23, 2020
We have been using Route for a few months now and have found it very useful. Almost no hassle on our end, and solves some headaches when packages go missing/are broken. In most cases the claims are approved without ever needing any action from our end other than referring the customer to the claims link.
May 27, 2020
Update: Changing our review from two stars to four. Route reached out with an apology and assured us that they have hired more customer service reps to help process the high number of claims they are receiving due to the pandemic. The errors from our previous claims have been corrected and new claims have been processed in a timely manner. It seems they have addressed their issues and are back to functioning normally. -------------------------------------------------- Before Covid this insurance was a dream come true for us, they took care of customer claims quickly and efficiently, saving us both time and lost revenue. However, since Covid customer claims are being processed incorrectly resulting in us having to cover the losses ourselves. We are disabling the app for now and hope Route is able to fix their issues and get back to running smoothly again!