Reviews for Route Protection and Tracking

Our account rep is incredibly helpful and responsive when we have questions about a claim, which lifts a lot of my stress. I don't know what I would do without Route.

Our representative has been so nice to work with and answers all of our questions quickly(: The policies on the other hand can be confusing at time.

To The Stars Inc.

2020-12-18

United States

App works great and their team is awesome for customer service. Ahseanté was very informative and a huge help.

Ahseante is amazing! Always responds and helps us whenever we have any questions or need assistance! :)

This app has potential, but is seriously lacking after the latest update to policy. We have been utilizing Route throughout 2020 and initially had a great experience (timely communication in helping to get it installed on our site and also with our customers when there was an issue). HOWEVER, beginning this autumn 2020, Route changed its policies where when a claim is filed by a customer and approved by Route they do not immediately reimburse your account. Instead, if the claim is approved, they will immediately create a replacement order within your store and mark it as PAID and the claim as RESOLVED. Unfortunately, this order is NOT actually paid for at that time, nor is it fully resolved, as new policy dictates that they, theoretically, will now only reimburse claims on a WEEKLY basis (I say theoretically as I have not received reimbursement as of yet from the billing period ending 12/13/20, and there is no reimbursement scheduled on our invoice history w Route). This new policy, even when working as it should, easily leads to complications with the customer as they obviously want their new product shipped out ASAP, however, as a shop I need to explain to them that I will not ship out a replacement until payment *actually* clears from Route. Other issues that have also cropped up recently is poor communication (they take several days to respond to emails [if at all], and are curt in their messages, not answering fully and ignoring assistance requests). There is no phone number or live chat to speak with anyone in real time, so email is your only available method of communication with CS. Also, take note that their insurance does not cover the cost to ship the new item covered in the claim, so although a claim may be filed and approved, Route does not pay for reshipment of the replacement item, nor does the customer -- it will have to come directly out of the shop's pocket...not ideal for international packages or items that are pricey to ship.

Route provides great peace of mind for customers at reasonable rates. Customer service is available and ready to assist as needed.

Route Has Been AWESOME Easy to work with, save a lot of trouble for us. Can't think of any reason not to use it.

Route has been great for the customers that have purchased it! Super easy to use and any issues I've had have been handled great. I wish there was a way to educate more customers on why they should do it. The only interesting thing I've seen while viewing my customer's behaviors is sometimes they get scared and back out of the sale when they see it automatically added. I wish you could do it on the back end somehow.

We just signed up to use Route as a retailer to better serve our customers. The process was seamless, and every team member we worked with to get started was outstanding. They clearly explained and communicated everything, and ultimately we felt they would add value to our brand through great customer service. We haven't had to file a claim yet, but we can give a 5 star review on the experience so far!

We have loved having route! It's great for our customers to have them easily be able to get a replacement/refund if anything goes wrong with their shipment. Especially around the holiday season. Most of them have been adding route to their purchases which helps our customer service team as well.

TokTok Beauty

2020-12-03

United States

They placed an order for our customer who lost her package WITHOUT paying. Customer service has no response when asked about the detail of the issue/payment. Feel frustrated about the service." More than a week passed, I have not got my reimbursement back yet even after everything they requested set up, no direct response to my question. Really bad service!

Route has been great to work with. From their customer service team, to their product, it's been awesome for my store. It's helped me increase conversions and help my customers feel safe when ordering through our store. I'd recommend Route to any store!

Route has been great to work with! Installation of the toggle switch on my checkout page was super fast and easy. They even coordinated with my fulfillment center to make sure that the skus were set up correctly with their system. Super great service! It makes my customers AND me really happy when we don't have to lose money on lost shipments.

Updated review: I have tried several different apps that claim protection but Route seems to be good as they file the claim for the issue. They have made a change in how the replacement orders will be processed and I have not had to use it yet. The Merchant will now be $ responsible to the replacement order, then Route issues a credit to the Merchant's billing account. We have products that range from $100-$4000 so this might not work for us. Some credits would take a year or more to work through the billings. The app will give your customers the confidence with shipping their orders, however now the claims are taking more than 6 business days to process and the dashboard does not show the status correctly. This might not be good enough to customers waiting for a replacement order. Customer service is only by email and the response time lags. Time will tell if we stay with Route.

TL;DR "Route has been marking orders on my store as "paid" when they have paid me nothing, causing me to ship items to customers for free. This happened twice and they've been emailed about it many times and they've totally ignored the issue. Emailed 3 seperate staff members and no reply. Absolutely pathetic." I've been using Route across various businesses for 6-9 months so far. I will stop using Route by the end of this week as I have discovered Route has been acting *FRAUDULENTLY* regarding at least my business. In theory Route sounds great. Customers pay a small amount to have their shipment insured, if something goes wrong Route handles it. Great right? Well in theory yes it worked that way for a while. However I've had a few issues I needed to manually resolve with Route and after emailing them about 4 times to 3-4 different people there over the course of 1 entire month and not receiving ANY reply I must say their professionalism is completely lacking. What makes it more deeply concerning is I have found 2 orders in my store where Route has "placed an order" on my store for a customer who filed a "lost shipment claim". This is normal.......however what is not normal is Route placing that order for the customer and NOT PAYING FOR IT. Route is supposed to work in a simple way. Customer logs a claim for lost shipment and Route places an order on your store (and pays for that order) out of their own pocket because the customer paid for the insurance....so Route must buy them a new product if its been lost. I found on two occasions Route marked the new order as "paid" but actually it was just dashboard panel "paid" and no money actually exchanged hands. This basically means that Route was placing orders on my store and getting me to send products to customers FOR FREE (because route is supposed to pay us/me/the merchant) for the replacement order. Thats exactly how insurance works. Something gets lost the insurance company pays. Route has been marking orders on my store as "paid" when they have paid me nothing, causing me to ship items to customers for free. This happened twice and they've been emailed about it many times and they've totally ignored the issue. Emailed 3 seperate staff members and no reply. Absolutely pathetic.

It's a good idea and I guess it gives customers confidence. Although I'm not sure how the claim process works since my customers didn't have to make a claim. My problem with Route is that they claim that the service is free, while it's not. The way it works is the customer adds to cart "Route package protection" as an insurance and basically adds that cost to the order. Then, Route charges me for that same cost, the merchant is just the middle man, in theory. But in reality, they don't take into account fees associated with the sale (shopify fee, paypal fee etc...). Which is a few cents per order. It might not seem a lot for 1 order but on thousands of orders it starts to add up. Moreover, it's not free as they advertise it, and they know it. When confronting support about it they tried to circumvent the problem saying it's "paypal's fault, contact paypal, it's your store's fault etc..." But it's not, it's the way the app works. At one point after all the evidence I brought and when they couldn't deny anymore, they just stopped responding, I deleted the app. The concept is good, but shady practices and poor customer service doesn't make me want to continue with them. Moreover after reading the last reviews, I'm happy I don't have to deal with them anymore. You shouldn't either.

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.

Copper Pearl

2020-08-18

United States

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.

Our relationship with Route was over before it began - a relentless and extremely presumptuous (borderline rude, to be honest) sales and onboarding strategy reflect poorly on your brand. Aside from your incredibly irritating sales team, the app itself really doesn't seem automated or useful enough to be worth it.

Your Oil Tools

2020-08-12

United States

The process getting setup was not great. The pricing was off from what we were charged. The first clams were denied. The claim process was not easy at all for us. Customers complained a lot about there setup. Overall experience was horrible and I would love my money back!!

We have used this app for about one month and maybe 800 customers have purchased it. The process for the customer to request a replacement and reorder is not easy like their sales team have suggested. A customer will almost always get frustrated and require support from the brand. Maybe 20 customers have requested a claim and as of now only one has been approved. We have had to mitigate for these which is fine but really defeats the purpose of this app. Lastly, the support is not quality as you need to submit email tickets and responses take long which frustrates a customer further. I would recommend that someone should just consider adding a product themselves as insurance and test for a month to see if you even need a service like this. But, if you do need this consider another service as they dont follow through on their marketing claims.

Used to be great customer service and REAL protection, now after having to ask my customers to file a police report.....this is ridiculous! DO NOT RECOMMEND!

App was great at the beginning as it solves the issue of items being stolen or lost and doesn't cost you anything. However it has become more and more difficult for customers to file claims or even get a response so I reached out for a customer... and waited... and waited... 8 days later they closed the request.... without responding to it!!!! Will be deleting the app and offering my customers shipping insurance a different way from now on. Route made over $5,000 through my customers over the last 6 months (on top of anything they had to reimburse) but today I deleted the app. Guess 10k a year isn't important enough for them to answer their emails.

Great idea, but the execution is not smooth enough. Having a separate email to the client is clunky, needs to be integrated into the Shipping Confirmation Email within Shopify. We still field all the emails/questions from clients regarding their shipment. No benefit gained with this product installed. I've also reached out to support and not heard anything back for over 48 hours. That response time is ridiculous for a company in this space as I can only assume our customers will also experience delays when they engage Route.

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.