Route ‑ Protection & Tracking

I have selected a 5 because I have not experienced any problems with Route! All my customers love it, and it gives a sense of assurance to my customers that their package will arrive safe and sound.

We have a unique use case- however the Route team have been proactive and had open communication on how we can improve outcomes between both businesses as well as implementing those improvements. Installation was fast/easy and communication is quick even though we are in completely different time zones.

Before I started with Route I had customers left and right making claims regarding packages lost, stolen or damaged. Now that we have installed Route it has given us a solution where there was not one on top of us losing money and customers. Thank you Route for a no cost, easy fix resolution available to every E-commerce business.

We removed it because it was difficult for our customers to get in contact with their customer service and then they only offer refunds up to 15 days after an order is delivered. In the end it caused us more issues in customer service than before. Their setup on the site was pretty good and they helped us customize it, so giving them 2 stars instead of 1.

Route has been a great addition to our check-out process, particularly for our international customers. The pricing for customers is very reasonable even with our high value carts. It has been used successfully to reorder damaged/stolen shipments to our customers at no cost to (or input from) us.

The only real downside to using Route is its implementation with Shopify, as it creates a permanent product page and many (many) SKUs that can mess with fulfillment automation/ 3PLs.

I started using Route in August 2020. I have been very pleased with their services. Due to major delivery issues through the USPS stemming from COVID and other factors, Route has replaced several lost packages which has kept my customers very happy. I have had no issues in getting claims processed extremely quickly. The only suggestion that I can make is coming up with a solution as to when orders are edited on a merchant's end. My customers are always wanting to add or remove items from their orders. If the customer has already selected the Route protection in their order and request that additional items be added to the order, Route goes by the initial order created should the order have to be replaced or refunded. This area needs some help. I will continue using Route as my customers have enjoyed having peace of mind.

2nd UPDATE: Route was working fine on my website for a few months then randomly stopped. The toggle wouldn't turn on and my customers could not add it to their purchases. I tried contacting Route via 3 different methods. It has been over a week and no response.

UPDATE: After seeing my review, a Route rep contacted me. It seems they were not receiving my support requests. He was very helpful and got the app installed correctly on my website. It is working properly, no complaints.

PREVIOUS REVIEW: There's no support whatsoever. Wrote them several times and received no response. Couldn't get the app installed properly. I worry that if my customers actually need to file a claim, it'll end up getting ignored like my support requests.

As the logistics manager for the shop, I've contacted Route support multiple times now regarding an issue where the system doesn't allow us to pass step 9 of onboarding. The app allows us to go through the entire process and clicking the "continue" button of step 9 would be the final action to take. However, no matter the device or browser used it simply does nothing. When it's closed out and relaunched It is stuck on a limited access portal screen. We have had to delete and reinstall the app multiple times with no luck. I am sure this is internal because a few days ago I set up this app on another store. So it seems like there is an issue completeing onboarding on this shopify account. I am only giving it 1 star because at the very least we should have received a response from support. They have never replied or contacted us back. I hope we never need support with the other shop.

This app has been so great! The integration and installation were so smooth and the app is doing exactly what it should. Great app, definitely recommend.

Super easy to get up and running, and I save so much on shipping costs bc I no longer need to purchase additional insurance. And the peace of mind is invaluable- so glad I don’t have to stress about a customer saying they didn’t receive their order anymore. They can file a claim with one click, and the cost of coverage is nominal (and paid by customer!). At no cost to you, it is crazy to not offer this to your customers. Highly recommend.