Reviews (376)
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and at least a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and at least a 4.0 overall rating.
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Merchants say this app is easy to install and set up, even for complex or multi-store operations. It reduces support workload by handling most lost, stolen, and damaged shipment claims, often saving significant shipping costs. Many report higher conversion rates and customer trust, especially on high-ticket orders. Returns tools are praised as modern and flexible, and support is described as fast, proactive, and highly hands-on.
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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
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
Hi there,
We appreciate you taking the time to send in your feedback, and I am so sorry to hear of these concerns.
Our team would be happy to connect with you to help resolve any issues you are experiencing. Please feel free to contact your designated Customer Success Manager, or reach out through our help center here: https://route.com/help-center, at any time.
Best,
Leea, Customer Service
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.
Hi there,
Thank you so much for your great comment. Both Alicia and Elliot are outstanding members of our team, and we are happy they have been able to support you this way; especially with those busy seasons!
If you would like to submit any other feedback or have other questions please contact us here: https://help.route.com/hc/en-us and we will be there to assist!
All the best,
Leea, Customer Service
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.
I got ninety-nine problems, but Route ain't one. We've had problems with customers calling in 60 days after their order was marked as delivered, demanding satisfaction. We've had trouble with mail getting lost or severely delayed. We've had trouble with stolen and misdelivered packages. We had a hurricane stop the mail for weeks. Route has always delivered what they promised.
Hi there,
Thanks for the awesome review! We're happy to hear we have made life a little easier with lost packages. We strive to give the best service and are happy we could meet your standard.
Please feel free to reach out to our team if you have questions at: https://routeapphelp.zendesk.com/hc/en-us.
Best,
Bianca, customer serivce
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.
