Route ‑ Protection & Tracking

Ok well we have to eat our words. After a bit of a wobble and to be honest a bit from our end Route have been absolutely fantastic. We were contacted by support and to say they couldn't do anything more to help is an understatement. All is well top class support and we are very happy to have this app on our store. Big thank you to all at Route

When I started using this app I told their represantative that I do drop shipping and packages may take 20 days in average to be delivered to customers and they insured that this won't be a problem at all.
With corona virus shipments got delayed for 40 days they covered claims equal to the amount they collected from my customers when they sold insurance through my website.
When the claims amount became bigger than what they have collected they stopped answering customer claims.
In result customers who knew that they have insurance considered this fraudulent sale of insurance from me and resulted in multiple charge backs.
It's absolutely horrible experience and not recommended to any one to use their service.

App installation was easy. Customers seem comfortable paying the small additional fee and the first customer claim was dealt with quickly and effectively. I would love to see it added as a service fee or shipping fee instead of an additional item in the cart, but that seems to be a Shopify restriction that they are working through.
Overall, a very worthwhile app.

Route has helped us save an immense amount of money as we don't have to pay out of pocket now every time an order is lost, stolen or damaged. Customers can order order with confidence knowing that their product has been insured 100%. The staff at Route is always ready to help us with any questions or issues that we face. This app has truly changed our fulfillment process and customer service in a great way!

Simple and painless integration into our Shopify store. Implemented at the same time as we were running new product launches, so I can't say for sure what the impact has been on sales... but I have a hunch it's been good. Nice that our customers can have that extra peace of mind and the team at Route has been responsive and professional. Would recommend it, especially if you have a high percentage of website visitors that are new to your brand.

If you care about your customers' experience like we do, you would stay away from this service. They are great in sales but they don't offer any technical support or customer service. Many customers have been adding the insurance to their purchase which was ok, however claims which have been made by our customers have been left unanswered (almost a week now) with no sign of them getting answered. Only following up with the sales rep made them ask us for which claims are open. Thanks but not thanks.

My experience with Route was the worst I've had with any Shopify app. They have everything set up nicely to entice you to sign up and make sure they get paid from your customers opting in for protection. It took 40 days for me to get my claim reimbursed and countless excuses as to why week after week I couldn't get my payment. Also, be prepared to pay for the claims yourself then fight to get your money back from route. They don't send notification before the charges are reversed or when a claim is filed just be prepared to be surprised by a negative balance in your shopify store. It took me contacting Shopify merchant support to get my claim reimbursed. I definitely do not recommend this app.

This company gives a good sales pitch, but doesn't follow through. The experience for both the customer and on the admin side is sub par. Don't let this company represent your brand's customer service. It's especially not sufficient for perishable companies even though they claim that "we insure all kinds of perishable companies." We wasted a bunch of time on this. Don't waste yours.

Route has been a game-changer. There is nothing worse than receiving complaints about damaged products and Route has lifted that off or our shoulders. I was skeptical at first, but was reassured to find that they treat my customers with the same "white glove" service that I strive for. They were helpful and friendly in setting everything up and it has been an easy addition to our store. I only wish I had found out about their service earlier. Highly recommended even if you have have a small damage rate.

This app is great, and a no brainer for any retailer. Any opportunity to offer the customer more protection on their order for no cost to the merchant is great. Amazing support staff and simple integration completed by Route