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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This app has completely eliminated our international shipping risk. Best app & people behind it are solid with support.
It increased my conversion rate immensely. Incredible service. Nearly every customer snags Route shipping insurance on their way to check-out, and it gives me and them peace of mind. Definitely recommend, I don't know why anyone wouldn't use this service!
Everything about their business model is broken. First off, they pitch you that Route is free to merchants. That's not true. They tack on their "protection-product" at checkout, and you pay merchant fees + Shopify commission on their plans. Secondly, the customer experience is awful. Put yourself in your customer's shoes, they order from you, and their package never arrives, despite the carrier saying they delivered it. First thing they do is contact you "hey where's my package?" You send them to route to file a claim, who then says "ok, it's probably stolen, go file a police report and upload it." Ok, when is the last time you filed a police report? Yeah, I didn't think so. So the customer is left frustrated, and harassing you. In the 5 months I used route, they approved a grand total of one claim, while making anywhere between $5k-$9k from us. Instead, move towards self-insuring. Call it package protection, offer it to your customers, and keep the money for a couple times a month you'll need to reship. Route is well funded, with an aggressive sales team, but in the end, their business model makes zero sense. If you'll think about it, you'll know I'm right. Worst of all, I'm pretty sure these guys have been paying off app developers who make competing products. A really well-built app shut down overnight and is now "recommending" route. *caugh *caugh.
Hi there,
Thanks so much for your candid feedback. We are always looking to improve our practices and greatly appreciate you sharing these details. Our sincerest apologies that your experience fell short of expectations, both with platform fees and Route protection policies.
In accordance with our policies, Route Package Protection is free for merchants and available for purchase to customers on the cart page. However, please note that if you use any 3rd party platforms such as Shopify or PayPal, they may incur their own separate fees.
We were able to look into your customer claims, and it appears that - out of those unapproved - the majority were filed either out of coverage timeframe or the customer was unresponsive after the request was sent to post a police report. Per Route policy, we do require short waiting periods for delivered (but not received) or stuck-in-transit items to ensure they weren't prematurely marked as delivered or temporarily held up en route. Additionally, we require police reports for high-priced orders delivered but not received to help us and local authorities track trends and ensure reorders arrive safely.
I hope this helps clarify your customer claim resolutions, but we are so sorry for any confusion caused regarding our package protection coverage and police report requirements. For a more detailed outline of our policies, please see: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies. Our specialists are trained to give step-by-step instructions on how to file a report, and we are so sorry if any information remained unclear for you and your customers. We have flagged this feedback to our team and are reviewing police report filing instructions to ensure they're as clear as possible.
We do currently offer features for merchants to customize their coverage to better fit their business practices and build a more seamless customer service flow. Should you be interested in exploring those options in the future, feel free to reach out to us at merchantsupport@route.com.
Again, we greatly appreciate you sharing your experience, but we are truly sorry for any frustration or misunderstandings caused regarding platform fees or protection policies.
Please let us know if you have further feedback or questions, and we'd be happy to assist.
All the best,
Jordan, Customer Service
Route has been super helpful for us. Has cut down our customer service time and helped our customer experience. Always improving to make better!
Since we began using Route insurance our customers have been so much happier knowing that their lost package is covered 100%. We just provide our customers with the link to file a claim and we never hear back from them. No news is good news.
My #1 App hands down in our Shopify store. Makes it super easy for customers to add insurance and requires zero work from the shop owner side. Claims are easily handled directly on the back end with the awesome Route support team. Don't go another day without this app.
Love Route shipping insurance. It's really a win win for businesses, you get a free service to offer your customers which you don't even pay for, your customers do. I love how Route also covers packages stolen by porch pirates which is a big thing around the Holiday season. The team over at Route has been easy to work with and happy to help out with any customizations I've requested. Highly recommend.
The Route team is GREAT to work with! My customers love this service! Definitely worth having this added on to any online store!
This app and service has been an amazing tool for both my clients and boutique. They have helped take the anxiety away from carrier issues away and know that Route will be there to step in if needed. The insurance is affordable for the customer and the customer service is responsive and claim process is easy to use. Highly recommend!
LOVE ROUTE! During all that is happening in the world lots of packages are getting lost or stolen and they have been so great to help my customers! HIGHLY recommend they have helped my customers feel taken care of!
