Route ‑ Protection & Tracking

I've worked with Route and their team on multiple stores, and the setup process is always smooth, seamless, and easy! The support team does an incredible job with troubleshooting, answering questions, and last-minute requests when they pop up. The app and dashboard itself is also very easy to use and navigate.

This service and the team behind have provided a seamless intregration into our ecom flow and are always quick to help as well if we have questions. Route is a great addition to any company working to streamline order protection and returns/exchanges to be more handsoff without lowering customer experience.

We’ve had a wonderful experience working with Route. The platform is user-friendly, and the support we’ve received has been exceptional. Justin Boyce has been especially helpful throughout the process—he is knowledgeable, responsive, patient, and always takes the time to answer our questions thoroughly. His support has made the implementation and testing process seamless. We truly appreciate Justin and the entire Route team and would highly recommend them!

I will leave my original review attached below... (Was 5 stars).

The customer service has gone downhill fast. We warned Route of scammers who were taking advantage of their services... they ignored us. WE gave them a solution to prevent the scams from happening... they ignored us.

THEN PROCEEDED TO OFFBOARD US AS A CLIENT BECAUSE OF PROFITABILITY CONCERNS?

"Unfortunately, the cost of claims has significantly outweighed the revenue generated through premiums, making it unsustainable for us to continue." - From Route Offboarding team.

Congrats. You paid out $2.5K to scammers after ignoring our warnings. Great work Route team.

They are great until ANYTHING goes wrong or you actually need to contact them.

Canceling services with us after we were brushed off when trying to save THEM money still has me shaking my head.

Previous Review (When the sun was shining)...

Very easy for customers OR merchants to file claims. The process is 1/100th of the time it takes to try to get anything back from shipping companies.

If there is photo proof of any dammage to the parcel & product. Everyone involved is covered.

Heavily recommend, especially for smaller stores OR slim margins where "lost, stolen, or damaged" packages can really affect the bottom line.

Most customers, if you are selling expensive products dont mind the cost for the peace of mind.

HOWEVER!!!! If the order seems a little suspicious with Route insurance, we HEAVILY recommend putting signature required at delivery. If they have to sign for it, then they cannot claim it lost. (Really, it would be Route that loses the money when people are scamming by "claiming lost" when they got it. But it is good for your business to help deter scammers in the first place.)

It worked well at first, but now I have a hard time getting someone to reply to my email. I can no longer login so I had to remove it from my store.

Edit: They reached out and everything is fixed. Thanks

Route has made our returns process much more efficient for both our customers and our staff. From beginning to end, our project team has been very efficient in getting us set up, including specific issues to our company that arose. Justin Boyce was extremely knowledgeable and patient in getting us to the finish line.

Incredible service and an amazing team. The gold standard for shipping insurance.

The response time for both customers and our team is incredible. Route also has an amazingly simple back end system.

I wouldn't suggest going with anyone else.

Our company has used Route Package Protection for several years. It is hands down better and easier than dealing with UPS Insurance & Claims. We have also received positive feedback from customers who have filed their claim directly with Route as well.

We recently added the Route Returns process and Justin was great to work with! The team developed a process best suited for our market and we now have a return/exchange program that is very easy for customers to use and access all from the palm of their hand via mobile access.

We use Route's package protection, tracking and returns tool. I've worked with several members of their team over the last 4-5 years and everyone is always super professional, pleasant, and knowledgeable. Most recently we worked with Guarav and Justin to add their new Returns tool and it was a breeze! Great team.

Route has been incredible. As a fast-growing global business, managing logistics and customer support across multiple markets was becoming increasingly complex. Route has helped simplify that process, as well as give our customers added confidence and peace of mind.

The onboarding, setup and integration process was seamless from start to finish. A special thank you to Laura, who went above and beyond to answer all of our questions, implement everything behind the scenes, and even create custom workflows tailored to our business needs. The platform itself is incredibly user-friendly, and Laura provided a thorough walkthrough to ensure we felt confident using it from day one.

Highly recommend to any brand looking to elevate the post-purchase experience and scale with confidence!