Route ‑ Protection & Tracking

Edit: A representative of the company has reached out almost 500 days later and resolved this billing issue and offered an additional incentive for my brand. I was told they have undergone new management which i'm impressed about so far. The decision to edit this review was on my behalf not Routes.

Horrible company!! User BEWARE. I have had a canceled credit card for over 400 days and this company CONTINUES to try to charge the account and bill me when I have told this company MULTIPLE times to remove me from their services and stop billing me, yet they continue to bill a card thats been closed for over a year!! Customer service says they can't remove the app until the bill is paid!!! Shopify customer service please take note of these practices and please launch an investigaton! This is ridiculous this company is trying to make your customers responsible for paying a bill after repeated requests to cancel. They send me billing invoices everyday in my email and is becoming harassing at this point! Shopify please please please investigate this company, something is very unethical here! :(

Edit - Since writing this review we continue to have issues. Route again asked us to replace an order at our expense and promised us reimbursement within the week, it is now going on 2 weeks with daily follow ups where we are repeatedly lied to and told that the money has been paid when it in fact hasn't. They are falsifying information in the dashboard and not making payments even when they say they are - extremely fraudulent and dishonest company. STEER CLEAR UNLESS YOU WANT YOUR MONEY STOLEN. We have since found an honest and efficient company who offers far better and honest service and actually reimburses your money in a timely manner or reimburses direct to the customer.

Honestly have found the whole experience disappointing. When we signed up we didn’t realise we pay for the replacements and reimbursements up front, they refund direct from your Shopify store and create unpaid replacement orders without notifying you, meanwhile Route continues to debit their fee, so we are essentially paying them to provide the service for them and they don’t even tell you that they process claims in this sneaky manner. They debit their money every 2 - 3 days, but then we wait sometimes months for reimbursements so we are out of pocket for long periods. We don’t have an account manager and contact is complicated and confusing. We have also recently learned that we are charged nearly a $50 fee per reimbursement. We were never told this at time of sign up and were not given options. We will be looking for a more honest and reliable provider. Also, expect the customers premiums to go up if your customers actually make claims. Apparently you are penalised for using the claim service.

Relieves alll of my customer stress with packages not arriving and a peace of mind knowing they can be helped if purchased. Highly recommended!

We used the app for several years but support stopped responding to me when I asked with help uninstalling The app has been glitchy in our cart for several months and support always told me it was working as expected I wouldn't recommend this app to anyone

Route has been extremely useful for my business. We make handmade, custom products and the shipping protection has been a lifesaver. They had some trouble with response times in March/April (what business didn't have trouble then), but that has recently improved.

App is pretty good idea offering shipping insurance for customers. Team is ok to sub par at responding in timely manner. Wish it had more settings like add insurance to suspect customers in post or require insurance for international customers. Hopefully they will improve.

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.

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.

So far I have had a great experience with Route and believe that it will be very useful during the holiday season when customer orders are more prone to delays and being lost in transit. Our Customer Success Manager, Alicia Elliot, was very helpful throughout the setup process and answered all of our questions.

I tried providing this on every package. You can lose a whole lot of packages and replace them at your cost before you get anything out of this app. You have to wait 7 days to make a claim by which time you have to replace a product on your own or make your customer wait a week, which is unacceptable. Unless you are asking your customer to opt in, don't bother.