Route ‑ Protection & Tracking

Initial review (please read updates):

I used this app, and told my clients to buy the product to protect their shipment. When a long-standing client bought from me and her parcel was delivered to the wrong address (apparently, it was scanned delivered, but she never received it), Route forced her to submit a police report. I ended up having to submit the claim on her behalf. I don't know if it will be approved or not, but the fact that they require police reports for mis-delivered packages is ridiculous. Be aware that this is the policy.

UPDATE: after 24 hours, they still have not replied to my complaint and have contacted my customer saying they cannot cover the lost package unless she files a police report. This is absolutely insane! PLEASE do not use this app in your store. Your customers will be completely angry and you will end up paying for the lost order yourself.

FINAL UPDATE: After posting this review and contacting support again, I received a prompt reply that the company understood the problem and that they would take care of the issue. They refunded my client who re-purchased her hats. Furthermore, they agreed to exempt our store from the requirement for police reports. Customer service goes a LOOOOOONG way and I am especially thankful for their help and willingness to meet my clients' needs. Kellee was especially helpful and wrote me several very kind emails and even offered to jump on a call to discuss the issues further.

I am leaving Route in place on my store, and will continue to encourage clients to use the service, now knowing that there's no automatic requirement for a police report. I have encouraged Route to consider lifting that requirement and addressing fraud in other ways-- which is why they said the requirement is in place for all orders over $100.

Thank you, Route, for standing behind your product and for promptly and kindly addressing my concerns. It's very much appreciated.

This app is not only incredible and truly does increase conversion, but the customer support was outstanding. I need help desperately on a Saturday night and they were there to assist me. Thank you!

Route is a great solution for stores who are looking for an order insurance provider. They have a team that is always willing to help and provide solutions. Working with John, Justin, and Gaurav has been amazing.

Customer service is unresponsive and promises a 2-5 day wait for fee installations, but delays extend beyond 2 weeks. The chat option is manned by a bot, not a person, leading to prolonged response times via email. Ultimately unhelpful, I uninstalled the app and suggest exploring alternatives. As a business owner, this level of customer service is unacceptable.

It makes me really sad to write this because I do actually love the product, but we had to deinstall. It was spamming customers with notifications - sending them 3 emails for a single order: a confirmation, shipping of the "product" which isn't really a product, and an email about their insurance. Within a span of 2 minutes a single customer was just getting way too much. Note that this is with the notifications turned off. Hope you guys can fix this, but for now it's a definite deinstall!

They have detailed instructions for installation making it easy to use

This is a great resource for any business to protect orders, give customers a sense of peace and assurance plus the support from the app is top notch. Definitely recommend.

Absolutely amazing! Route has saved me T H O U S A N D S! I couldn’t be operating this small shop without route!

Out of all the products in my store, Route protection is a best seller, and almost all of our customers choose to add insurance to their packages.

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.