Route ‑ Protection & Tracking · Orders and shipping
Every review we hold for Route ‑ Protection & Tracking, quoted in full, with the store that wrote it.
Bigger stores rate Route ‑ Protection & Tracking at least as well as the crowd does. The store behind each review is the part the App Store never shows.
400 reviews pulled · 6 carry a rating and no text · 392 long enough to quote · 2020-06-23 to 2026-08-13
Every review we hold, newest first
It worked well at first, but now I have a hard time getting someone to reply to my email. I can no longer login so I had to remove it from my store. Edit: They reached out and everything is fixed. Thanks
Southern Belle Remix · www.southernbelleremix.com · outside the top 100k
Route has made our returns process much more efficient for both our customers and our staff. From beginning to end, our project team has been very efficient in getting us set up, including specific issues to our company that arose. Justin Boyce was extremely knowledgeable and patient in getting us to the finish line.
House of MBR · houseofmbr.com · top 100k store
Our company has used Route Package Protection for several years. It is hands down better and easier than dealing with UPS Insurance & Claims. We have also received positive feedback from customers who have filed their claim directly with Route as well. We recently added the Route Returns process and Justin was great to work with! The team developed a process best suited for our market and we now have a return/exchange program that is very easy for customers to use and access all from the palm of their hand via mobile access.
CT Race Worx · ctraceworx.com · top 100k store
Incredible service and an amazing team. The gold standard for shipping insurance. The response time for both customers and our team is incredible. Route also has an amazingly simple back end system. I wouldn't suggest going with anyone else.
Afform · afform.com · outside the top 100k
We use Route's package protection, tracking and returns tool. I've worked with several members of their team over the last 4-5 years and everyone is always super professional, pleasant, and knowledgeable. Most recently we worked with Guarav and Justin to add their new Returns tool and it was a breeze! Great team.
UnstableGames · unranked store
Customer service is responsive and helpful with claims. I think it's worthwhile to offer the product to customers in case things go wrong with their order.
Rebundle® · rebundle.co · top 100k store
Chase and the team are phenomenal to work with. The set up was easy and the route team ensured everythi vworked properly before going live. On a day to day the Route system self manages and notifies you when necessary. Our customer experience has greatly improved and it has been a great value added service.We are so happy to be using Route.
HINOMI USA · www.hinomi.co · top 100k store
Route is a great solution for stores who are looking for an order insurance provider. They have a team that is always willing to help and provide solutions. Working with John, Justin, and Gaurav has been amazing.
Merch Pro Shop · merchproshop.com · outside the top 100k
Wonderful app with great and attentive customer support service.
Dr. Diamond's Metacine · drdiamondsmetacine.com · top 100k store
Route has been a fantastic service for our business and we appreciate the hard work their team has put in to understand our business needs. Jordyn and Emily been great to work with so far and we look forward to working with them even more in the future.
Luminary Nail Systems · luminarynailsystems.com · top 10k store
We've had a great experience with Route. The team is incredibly supportive and made the onboarding process seamless from start to finish. They're always responsive, knowledgeable, and available to help with any platform questions or changes that come up. It's been a pleasure working with a team that's so invested in our success.
La Voie · www.shoplavoie.com · outside the top 100k
Jordyn Wattles our CSM is amazing. Every detail with fast responses, we are very happy with route !! Glenn, ALL FRESH SEAFOOD
All Fresh Seafood (Wholesale) · unranked store
Route has been great for our store and Jordyn Wattles has been a terrific representative! Our customers love the service and our service team really appreciates this service. We are very happy and look forward to continuing our partnership with Route.
Hestra PRO · www.hestrapro.eu · outside the top 100k
Route is a great app. John was really helpful in helping us sort out some issues that we had with our orders. Their support team is really friendly and helpful.
The Honey Pot - Feminine Care · thehoneypot.co · top 10k store
Route has been incredible. As a fast-growing global business, managing logistics and customer support across multiple markets was becoming increasingly complex. Route has helped simplify that process, as well as give our customers added confidence and peace of mind. The onboarding, setup and integration process was seamless from start to finish. A special thank you to Laura, who went above and beyond to answer all of our questions, implement everything behind the scenes, and even create custom workflows tailored to our business needs. The platform itself is incredibly user-friendly, and Laura provided a thorough walkthrough to ensure we felt confident using it from day one. Highly recommend to any brand looking to elevate the post-purchase experience and scale with confidence!
FAE · www.fae.house · top 100k store
We've been working with Route for quite some time now, and the experience has been exceptional from the start. The integration process across all of our stores was seamless, making implementation easy and efficient. Our account representative, John, is incredibly responsive, proactive, and always available when we need support. Justin and Emily have also been fantastic partners in helping us implement and optimize the returns feature. What truly sets Route apart is their outstanding team. Everyone we've worked with has been knowledgeable, professional, and genuinely invested in our success. I highly recommend Route to any business looking for reliable package protection, a smooth customer experience, and top-tier account management. They've been an invaluable partner for our team.
G Flip · gflipmerch.com · outside the top 100k
As a business that ships collectible and higher-value items, customer confidence is incredibly important. Route has helped provide additional peace of mind and has streamlined the process when packages are lost, damaged, or stolen. The overall experience for both our team and customers has been very positive.
Christopher Lloyd Store · christopherlloyd.store · outside the top 100k
It’s nice to have the peace of mind that shipping protection is taken care of. Claims have been made easily and resolved promptly. Thank you, Justin Boyce!
Prepared Physician · preparedphysician.com · top 100k store
After running into challenges with another returns provider, we knew we needed a solution that could be implemented quickly and with minimal disruption to our customers and operations. Route Returns made that transition incredibly easy. From onboarding through implementation, the Route team was responsive, knowledgeable, and proactive in helping us get up and running. The platform integrated seamlessly and allowed us to launch a modern, customer-friendly returns experience without the headaches we anticipated from switching providers. A special shout-out to Justin Boyce, who was instrumental throughout the process. Justin was highly engaged, quick to answer questions, and helped ensure the transition stayed on track from start to finish. We're excited about the partnership and look forward to continuing to grow with Route Returns. — H2Tab Team
H2Tab · drinkh2tab.com · top 100k store
We've been working with Route for package protection and returns for several months. The onboarding and integration process was seamless, their team is hands-on and responsive, and they're quick to make backend updates when needed. The claims resolution process is straightforward and easy for customers to navigate.
La Ligne · checkout.lalignenyc.com · outside the top 100k
Mitchel Lund has been incredibly helpful throughout the entire Route installation process. He guided us step by step, making the setup smooth and straightforward. Beyond the initial implementation, he has continued to provide excellent support and follows up on our account regularly to ensure everything is running properly. His responsiveness, expertise, and proactive approach have made a real difference to our experience with Route. We truly appreciate his dedication and highly recommend working with him.
Velour Garments · velourgarments.eu · top 100k store
The Route team, including Mitch, have been super helpful and supportive through our implementation of Route on Shopify. We are working on adding their package protection, track and returns offerings and often collaborate across their team and ours. Our customers love the options on site that Route provides.
ALICE + OLIVIA · www.aliceandolivia.com · top 10k store
Do not recommend! They keep all the money and not great customer support.
Deep Nerdd · deepnerdd.com · outside the top 100k
Very useful app that our customer appreciates being given the option to add shipping protection. Jordyn and their support team also offers excellent vendor service that goes above and beyond.
EZbike Canada · www.ezbike.ca · top 100k store
My team and I had such a great experience with Route (specifically from Laura, Kevin, and Cruz)! From our first meetings with them, to maintaining the app- they have been so helpful and knowledgable. We initially reached out to Route for Package Protection, and then soon after also started using Route Returns. The implementation process was so seamless. Anytime my team and I had questions, they were so quick to get us taken cared of. They have the best team and we're very happy to we started working with them! We also love how easy their platform is to navigate through!
thehuntandcompany · thehuntandcompany.com · top 100k store
Route has been a lifesaver for The Protein Bakery. As a small business shipping both wholesale and retail orders across the country, issues occasionally happen in transit. Route makes the resolution process simple and stress-free for our customers while saving our team countless hours. It’s one of the best investments we’ve made to improve the shipping experience and keep our customers happy.
The Protein Bakery · proteinbakery.com · top 100k store
Best insurance app on the market! I've tried several other insurance apps, and most of them were frustrating to deal with. They usually require a lot of paperwork and documentation to prove every claim, which often annoyed my customers and created unnecessary delays! Route is completely different(been using it for 2 years now) The claims process is fast, simple, and very user-friendly. Everything is streamlined, making it much easier for both merchants and customers. My customers have had a much better experience with Route, and thanks to it, we got less losses. I highly recommend Route to anyone looking for a reliable shipping protection solution. I've already recommended it to many of my friends, and they've had great experiences as well.
Snowears · snowears.com · top 100k store
We had a really great onbaording team when we implemented Route Shipping Protection - shout out to Hannah. We have just implemented the Returns and it has been great working with Justin B and Jordyn W. They did the bulk of the set up work for us which was very helpful as we are such a small team. Quick to respond, great to work with! L Jacoby, Caskata
Caskata · www.caskata.com · top 100k store
Route has been really beneficial for our business - we've reduced costs on replacement inventory and the amount of customer support required. Install was simple and our team there has provided amazing support.
5020 Records · 5020records.rosecityworks.com · outside the top 100k
We have been working with route for a few years and it has been a great experience. We also just implemented their returns platform as well and the transition process was pretty seamless. Justin was very hands on with making sure our complicated returns workflows were set up and functioning correctly. Very hands on and helpful.
Ayla and Company · aylabag.com · top 100k store
Route has really helped to reduce costs on replacement inventory. We have fewer frustrated customers because of how easy they make it to replace the order. Install was simple and our team there has provided awesome support.
Sterling Elza · unranked store
Route has been really beneficial for our business - we've reduced costs on replacement inventory and the amount of customer support required. Install was simple and our team there has provided amazing support.
Bob Joyce · bobjoyce.rosecityworks.com · outside the top 100k
Route has dropped our costs on lost inventory and the number of emails we answer as a result. Our team there has provided amazing support from the sales process through install and launch.
First Listen · unranked store
Great communication!
Anima Mundi Herbals · animamundiherbals.com · top 10k store
I granted Route collaborator access to install their app on my Shopify website. During this process, the widget broke my checkout button. When a customer went to checkout, it opened a file instead of leading to the checkout page. This went unnoticed for quite some time and negatively impacted my sales. Additionally, a Route cashback promotion was added to my widget without my approval, which could have caused further losses. These issues are unacceptable, especially given the trust I placed in the Route team. Based on these experiences, I do not feel confident recommending this app. I hope Route provides clearer guidance to their installation team to prevent similar problems in the future.
Menagerie Cosmetics · menageriecosmetics.com · top 100k store
They raised rates on us and don't cover the order AFTER the order was placed and BEFORE it was processed. Customer called to have protection added on after they completed order, we added it BEFORE the order was processed. Route then would NOT honor the protection after order was damaged. Con artists.
Arthur Cantina Wine & Liquor · arthurcantina.com · top 10k store
Horrible company as soon as they have to cover more than 2 orders they decided they " have to terminate services'. 100 order and 2 needed to be paid out and they end the service with us. I say go with another company for your website
Only Vapez · onlyvapez.com · outside the top 100k
We've used Route for over 3 years and just recently tried contacting them as our store had changed domains and got a new theme, and asked for expert help implementing the app again. They proceeded to reach out and refuse to add Route to our store again until we reach 1000 shipped orders a month on a normal basis. Apparently they implemented this in early 2026, cutting off any and all businesses below this number. Go elsewhere. Such a sham.
Hekkusu Beauty · hekkusu.com · outside the top 100k
Route has recently fallen short of expectations. They charge customers a significant amount for package insurance, yet when it comes time to file a claim, they become unhelpful. Recently, they did not assist us with a lost package, and we have decided we will be taking our business elsewhere.
Hair So Fab · hairsofab.com · top 100k store
We highly recommend against this app. We have had no access to the features to file claims, our customers were unable to file claims on their own, and when you close your account, they want a year's worth of invoices for services not rendered. A quick look at their Instagram will show you that they don't allow comments or show likes - red flags for any eCommerce business.
Jewel Heels · jewelheels.com · outside the top 100k
Customer service is impossible! It used to be good, but now you can't get anywhere.
Proper · www.proper-shops.com · top 100k store
Definitely do not recommend. So much that I had to reinstall the app just to leave the review. Always have to fight with getting the customer taken care of with this app when you have a claim, support is lacking. They did end up paying the claims they owed after it was all said and done with though. There are better apps out there.
JeepHut Offroad · thejeephut.com · top 100k store
My store has over 30 + sales for .98 Shopify says its a bot through this app. Hopefully the developers contact me soon. I uninstalled yesterday, but apparently it takes a couple days and my aov is suffering. The app is marking it fraud and returning money, Shopify says I have 2Factor Auth turned on so they can't get to any of my data! I'm so annoyed...
blanksbyCSU · blanksbycsu.com · outside the top 100k
Quick responses and exceptional staff! We're always satisfied with the help we receive from the Route team.
Heaux Cosmetics · heauxcosmetics.com · top 100k store
Buyer beware, don’t do it!! Big mistake, after being called a million times, we installed this application, and the integration was seamless; however, that is the only positive interaction. After-sales support is nonexistent. The first month we get the bill, and our credit card is overcharged by approximately $250. We attempted to set up a call without success since phone support is nonexistent outside of sales for this company. To make a long story short, we ended up uninstalling the application and had to dispute the overcharges, terrible experience, BIG HASSLE! (Notice your sales representative does not have a phone number in their signature line). Wish I could leave a ZERO STAR REVIEW
First Source Wireless · firstsourcewireless.com · top 100k store
We never had a claim denied during our time with Route, which was reassuring. Claims were processed quickly and customers received either a refund or replacement, though a handful of times customers were told only a refund was possible. While this worked fine for us, it created confusion because customers expected a choice between replacement or refund. At the start, we also dealt with a frustrating issue where bots were placing fake orders that only included the Route protection product. This led to bogus email addresses being added to our email program and accounts being created in Shopify for months before we even went live. Eventually, Route put a fix in place to prevent checkout when the protection product was the only item in the cart, which solved the problem. One concern I had before implementing Route was whether customers might file claims for seedlings damaged after delivery (e.g., from weather rather than transit). I believe this did occur occasionally, though claims were still approved. The reality is that we ship live plants, and shipping delays can cause damage. I think Route underestimated the unique challenges of working with perishable products before agreeing to partner with us. Ultimately, our biggest disappointment was how the partnership ended. We woke up to an email that Route was offboarding us immediately due to profitability concerns. While they honored coverage for existing customers, there was no notice or transition period. This left us unable to update our website or notify customers before Route was removed as an option. After building policies and customer communications around Route, being cut off with no warning was extremely disruptive and damaging to customer trust. If Route had offered a notice period and worked more collaboratively, we’d have nothing but good things to say. Unfortunately, the way the relationship ended left us frustrated and disappointed.
Living Towers Florida Keys · livingtowers.com · outside the top 100k
I worked with Route for over a year. At the start, their onboarding team was excellent and very welcoming. Unfortunately, everything after that went downhill. Customer service became rude, unhelpful, and extremely difficult to work with. Throughout my time with them, I felt like I was simply giving the company money while my customers got nothing in return. The service provided no real value or protection to my shoppers. When I decided to remove Route from my website, the experience was even worse. They offered minimal help to remove the code they had added and kept their code on my site, making the process unnecessarily frustrating. I’m giving two stars only because the initial onboarding was smooth. If you’re looking for reliable order-protection for your customers, I recommend finding another provider. Route is not worth the cost or the hassle.
LuxxBrowngirl · luxxbrowngirl.com · outside the top 100k
Agent resolved my issue promptly and expeditiously.
Nfinity™ Cheer · www.nfinity.com · top 100k store
The team at Route is amazing. They helped me get onboarded seamlessly and helped me with questions as I got every thing working in my Shop. Highly recommend!
OCEANAFY · unranked store
Fantastic App for the shipping protection.
Fresh Dolls Store · freshdolls.com · top 100k store
This app is horrible now I have to constantly keep emailing back-and-forth for them to attach the route feature to my checkout. It was on my checkout for about a year and now all of a sudden it disappeared and I’ve gone back-and-forth for weeks now trying to get them to add it back to my cart I don’t understand why so difficult. On top of that every single time I try to login it tells me my password doesn’t work and every single time I go to change my password. It still tells me the new password that I changed it to doesn’t work. The only time that it lets me login is when I have to email somebody they have to send me password reset link and then it will work. I don’t understand what is wrong with this app and why it is so horrible now
Nyche Hair · nychehair.com · outside the top 100k
They promise fast replies and resolutions, but every time we need a reimbursed claim, I have to chase them down. Their customer service is bad, and they can take up to 4 days to reply, if they ever even reply at all The people who got me onboarded and convinced with this are nowhere to be found, and their emails just bounce. Not happy with how difficult they make this app Seems like they make it really hard for anyone to get their money back from claims STILL having so many issues with this app years later. Now wont even add to any orders... Cant even get in contact with anyone.
CRYSTALS.COM · www.crystals.com · top 100k store
Disappointing Experience — Lack of Support and Unfair Billing Practices We had high hopes when integrating Route into our store, but unfortunately, our experience has been deeply disappointing. From the start, we operated under a verbal agreement regarding a profit share model, which Route later claimed was never formalized—despite it being a key part of our original understanding. When we raised concerns about billing discrepancies, instead of working with us toward a fair resolution, the team became unresponsive and dismissive. We were told the issue would be reviewed, but have since been met with delays and no effort to find a middle ground. It's frustrating to feel ignored, especially when we're simply asking for transparency and fairness. If you're a merchant looking for a partner who values clear communication and mutual respect, I strongly urge you to think twice. Our goal was always to resolve this professionally and respectfully, but we were left with no support and no resolution.
Vip Barber Supply · www.vipbarbersupply.com · top 100k store
We have really been enjoying the pro features for this app. It has drastically improved our user experience and their team is always super quick to respond to us and to our customers. Very happy with this application.
Sanitas Professional · unranked store
Professional team, easy to resolve requests and questions, provides coverage in an area where our company has historically had a need that no one else could fill, and the cost is very reasonable. Very pleased with the internal side of working with Route and with the external side of offering a great service to our customers.
Reef Nutrition · reefnutrition.com · top 100k store
It's easy to use. Support also responds quickly.
Havaianas · www.havaianas.com · top 10k store
This app sucks, they don't help merchants, promise you the world so you sign up and leave you hanging at the first technicality. Use NAVIDUIM Its cheap and you keep the money that customers pay for the damages and you can use the funds to PROPERLY TAKE CARE OF YOUR CUSTOMERS!!
RSG Off Road · rsgoffroad.com · top 100k store
Just not a good app. shipping insurance is already hard enough to deal with as is and adding a secondary party who now doesnt even accept a phone call does not help things. Save your customers money and avoid this app
JOOTTI · jootti.com · top 100k store
Horrible customer support and dishonest through the sales process. The concept is good and, when done right, this can be an excellent solution. But in our experience, Route was nowhere near the right partner to make this work. I've gone weeks without a response and they provide no other channels to get support. I would not recommend this app to other shops - consider some competitors. Two stars because, early in the relationship, it was a decent solution and was a helpful tool (still with issues, but at least they were responsive). But they seemed to have some internal restructuring that changed all of that.
Baabuk · www.baabuk.com · top 100k store
TERRIBLE Company-uninstalled Route after 4 months. Very bad experience for your customers- plus we have not received 2 payments from Route. Don't recommend as a consumer or as a website operator. Your customers will have a very bad experience! LOOK at the Better Business Bureau Reviews- 9 PAGES OF COMPLAINTS! I wish I had thought to look at the BBB first. Plus we have NOT BEEN PAID YET BY ROUTE! As a website we began using Route mid 2024. Many of our wonderful shoppers pay extra to have their packages "protected." However less than 1% actually need it and when they do Route makes them provide their Drivers License or ID and to add insult to injury they then ask them to do it AGAIN to have their claim notarized. YES you need to go to a live person and show them your ID as well! What a waste of time and energy and lack of data privacy for a $30 claim! I feel badly for anyone who has to make a claim. We heard so many bad reviews from our customers that we used Route personally several times and then, when our package was missing, we filed a claim. Oh my, it was worse than customers told us. Such a ridiculous interface and so much to do. They don't track your package and find it. They don't even try and interface with the place you purchased. Instead they have you- the customer who paid for their service, email them, take photos of ID, download your ID, write a narrative as to why you don't have it and then you have to RAISE YOUR RIGHT HAND and SWEAR that you don't have the package that has been lost!! So humiliating. I feel so bad for any customer who actually has to use the Route service. We agree with Global Formula's review, "They steal your customers money" RUN! And as website, they keep our money for 90 to 120 days. They keep 75% of the charge and claim they pay 25% to the retailer, but we have not seen a dime yet. They hire an insurance company--and guess what- insurance companies are in business to make money. SEG and Lloyds of London insure them. Beware of using Route.
Tech Wellness · techwellness.com · top 10k store
Excellent App! We were very cautious at first but now, we love it and it has saved us a lot of money on refunds due to lost packages. And we don't have to deal with UPS Claims! Thank you for a great App!
MyInboardMarine.com · www.myinboardmarine.com · outside the top 100k
Route is the best and their customer service is outstanding.
BYCHARI · bychari.com · top 100k store
I do not recommend this application for the Shopify store, no competent customer service, no contact with technical support, the application does not work, they charge fees, but they are unable to provide service. You have to wait weeks for someone to respond, unfortunately, do not delude yourself, because they will not help you.
SemilacUSA · unranked store
I contacted Route customer support on December 20th regarding a missing reimbursement for an order they gave to a customer (from my funds) for an order back in September. They did not respond after several emails and contact through the Shopify app. Finally on December 26th they responded. Once I finally had someone respond I let them know that on that order the customer had also filed a chargeback for the Route insurance, in which I had previously contacted Shopify customer service about. The customer's bank sided with the customer. Shopify charged me the chargeback fee, even thought I didn't have the customer's Route insurance fee -- Route does. The chargeback should have been with Route. It is now January 5th. Route customer insurance keeps telling me to be patient that they are waiting on their billing department. I have followed up eleven times and asked for a supervisor four times. Route keeps telling me to be patient. They will NOT connect me with a supervisor. 1. Customer's Chargeback on order #***** Shopify charged me for both Route’s insurance fee (which was refunded to the customer) and the chargeback fee. The chargeback should have been handled by Route, not me. 2. Missing Reimbursement from Route: The main issue with Route is their failure to reimburse me for the amount refunded to the customer for the same order (#*****) due to an insurance claim through Route by the customer. This refund came out of my funds in September, yet Route has not returned the money to me. To summarize, there are two separate concerns for the same order #*****: The missing reimbursement from Route for the refund they issued to the customer. The Shopify chargeback for Route’s insurance fee and the associated chargeback fee for the same order. This insurance app is NOT recommended. Instead from an in-house insurance app to use on your store.
Beautifully Unique Leggings · unranked store
Absolutely TERRIBLE!!!!!!!!!!!!!!!!!!!!!!!! Save yourself the complete and utter terrible experience these people are only in it to STEAL YOUR CUSTOMERS MONEY!!!!!!!!!!!!!!!!! They take FOREVER to file claims and piss your customers off ultimately. I tried to give them a chance after a year or two having this app, I am giving up and taking my business elsewhere. A customer had a package leave our warehouse 3 weeks ago but still have tracking updates that we recent and inside their 6-7 day window. We went ahead and ate the replacement cost just to not get them mad. Route is USELESS!!!! Not only that but you will have to end up filing the customers claims for them, because lets face it, its "too hard". I have to wait days and days for anyone in customer service to get back to me and no one is ever on chat. They have been going way downhill ever since they took away dedicated account reps away and just used the chat. Now we are leaving and I already am getting something else set up. BYE!!!!!!!!!!!!
Global Formulas · globalformulas.com · top 100k store
We've been using Route since COVID and our experience has been excellent. Install was easy and the customer support has always been quick, friendly and well worth the effort. There is no question the ROI is worth it. 100% would recommend for a shopify store.
Life Elements · lifeelements.com · top 100k store
The customer service is one of the worst I have ever seen. I have been trying to get help for over 2 months on a simple problem. I heard from a customer they couldn't checkout in mobile becasue the checkout button was not display. I figured it out, reported it to Route and 2 1/2 months later they have done nothing to help and every time I ask what is going on they say something like: "our engineering team will be glad to work on this as soon as resources are freed to do so. We'll let you know as soon as we have an update on this issue" And they never provide an update. Do yourself a favor and find another solution.
bytten® jewelry · bytten.com · outside the top 100k
Waste of time. Talked to Ryan at Route he offered a very low rate (vs competitors). I didn't know at the time the rate could be higher. I signed up and never got any payment from them. They said because I didn't sign some paperwork yet they were able to take payments just not able to pay me. So I canceled them and went with Redo sure enough they came back and said they would fix the mistake (pay what they owe me, pay the higher rate) and NEVER did. But they continued to deduct from our customers. Emailed for follow ups gave them weeks to get this resolved and they ignored my emails.
Reklez Suspension Works · reklez.com · outside the top 100k
Route has saved our customer service department so much time by handling the majority of our lost, stolen, or damaged packages. We are always so excited when we see Route has been attached to an order with an issue because it will be taken care of quickly! Plus Route saves our company so much money by replacing packages with the money they collect, not our company funds. Our rep Robert and the customer service team have been so helpful when issues arise. We are so happy with Route's services.
Little Bipsy Collection · unranked store
We are always working towards better, and this is definitely a great solution for clients who may have experienced issues with the delivery of packages and new "safe drop" procedures by most major carriers. Custom support and whole ROUTE team is A ++
ciele athletics · ca.cieleathletics.com · outside the top 100k
Not worth it at all. A common issue I have is couriers not scanning parcels properly, and items get lost. Route requires me to go to my fulfilment company and obtain documentation that they dispatched it. The whole process is way longer and more work for me than if I claimed the order with my fulfilment company directly. Another common issue is that customers get their shipping details wrong, and items get returned to sender - Route do not cover this. Many customer complaints about not realising that they purchased the Route shipping protection. Route has made HUNDREDS of dollars from my in the couple of months I've been using them, and only one claim out of many has been successful so far. Plus, the way they have set up the protection - they show up as a 'product' in your store with about 80+ varients!! which has caused countless issues and strife - manually editing all varients across 4 stores (almost 360 items to edit), and it's caused havoc with my review platform Loox - even though I've tried to block the Route protection as an item to be reviewed, I have still had many reviews come up for this product which I don't want, and am wasting customers time and effort when I want them reviewing MY products instead. NOT WORTH THE EFFORT OR TIME.
Tiny Treehouses USA · unranked store
They earned over $12,000 from our customers while paying out $648, what a scam. They take well over 24 hours to answer an email and then it is with a question. They know its only a matter of time before store owners will dump this scam of an app. My manager installed I never would have.
Big Y Fly Co · bigyflyco.com · top 10k store
Very helpful Customer Service, quick and easy.
Dolls Kill · www.dollskill.com · top 100k store
Route's customer service is very helpful! They were able to fix a problem I was having in integrating Route into my store. There's always someone there to help! Requests for reimbursement are easy to initiate. Customers seem to like Route as well.
Blum's Almanac · blumsalmanac.com · outside the top 100k
For four years we have had Route - spanning 527 orders and counting - and although our customers can opt out of purchasing it, most pay the small surcharge for the insurance (typically $1-3 for our orders). Finally we had a case yesterday where we had to claim on it, where the customer had the parcel stolen from his mailbox. Route was incredibly quick to resolve, and to settle the claim for us by refunding the customer directly. No fuss; no mess. Thanks Route!!!
Cycling and Sports Clothing - Bicycle Clothing Specialists · www.cyclingsports.com.au · outside the top 100k
It is good but also not too good. The on boarding was great, but after that..... They handle each claim differently, they can modify orders and process refunds without an email or notification, and it's very hard to connect with someone there. They do not have a way to email or call support, you have to generate a ticket via "live" chat and have to wait a day for someone to respond. As nice as it is to offer insurance, it costs us the merchant 2.4-7 percent every time we sell Route depending on how the user paid. I wish they only collected 95% of what we sold so we didn't lose money. On average we sell 1000 in package protection a week. So it's small but it's still 24-70 dollars out of our pocket.
797 Performance, LLC · 797performance.com · top 100k store
Great app! Super quick and helpful responses.
Redbarn Pet Products · www.redbarn.com · top 100k store
Save your money and use shipping insurance through Shopify. At least for our store I found there's little value that Route provides, especially for the pricing. 2-3 months of having Route installed ended up costing us over $560 for a single claim filed. Additionally they are very unclear on their pricing structure
Kiyo Studios · kiyostudios.com · top 100k store
Big sales push up front promising all your problems will be resolved without any of it backed up by reality once in use. Removing from our Shopify page after a year of use and zero customers actually being helped by it. They just want to use your small business store to skim money for themselves. For example, they will allow your customers to (unintentionally/accidentally) purchase Route protection on an in-store pick up order. They offered no remedy to this issue and don't really care. It's up to you to claw back the money.
Halfway Crooks Beer · merch.halfwaycrooks.beer · outside the top 100k
The team was able to help me troubleshoot a challenging customer and provided great backup of screenshots and dates so I could take them back to the customer and review. Super helpful.
BlackTravelBox · theblacktravelbox.com · outside the top 100k
I love using Route. I can’t wait to implement this with my customers
Well Rooted Market · unranked store
They have detailed instructions for installation making it easy to use
SleekLine Shapewear · unranked store
We've had Route for two years and honestly, the agents that we had before our current agent (Shout out to Atakeli!) were nowhere near as responsive as he is. It makes such a difference and we will continue to have Route as a part of our online business. Nowadays, most claims are resolved in under a week.
L E S T I E N · lestien.com · top 100k store
Great add on to my website. Customers love the peace of mind in the shipping.
CornellSurgical.com · cornellsurgical.com · top 100k store
Route is awesome! We've been using it for years and both their product and support team have always been reliably great.
JCPal Technology · jcpal.com · top 100k store
Run away! This company takes your money and doesn’t refund it. As a small business owner, I am telling you to avoid the headache of dealing with these individuals, we already have enough on our plate.
CHOCOLATL · chefalessb.com · top 100k store
This is a great resource for any business to protect orders, give customers a sense of peace and assurance plus the support from the app is top notch. Definitely recommend.
MARY YOUNG · unranked store
Worst customer service, I don’t recommend i am moving to other company. They don’t help and neither provide support. Just waste your time and money when you needed customer support
SmokeTime · smoketime.ca · outside the top 100k
Very poor response time to emails. Its been 24hrs and no response at all Update After many chats with Route - finally they resolved our issue. This should not be the case - there should be a timely response from Route support no matter what. Now I have the Customer success managers asking if support via Chat is better or email and to update review accordingly. My review still hands - increased it 2 stars but the response for my ticket took over a week which is ridiculous and not acceptable.
Pure Life Science · purelifescience.com · outside the top 100k
Correspondence is very pleasant and replies are sent in a very timely manner! Thank you!
Keto Brick LLC · www.ketobrick.com · top 100k store
We are super thankful that Route has helped our business by approving claims from our customers. It has helped us out a ton. Getting set up was simple and the claim process was quick. Lukas has been available for all questions and walked me through the system step by step. Great product and great service.
Ice Up Industries LLC · iceupindustries.com · outside the top 100k
Great service
Beccas Bags · beccasbags.ca · outside the top 100k
We have been using Route for over 4 years now. Hands down it has been one of the biggest game changers for our company and has saved us tens of thousands of dollars in shipping and product, as well as countless hours of TIME. I recommend Route to anyone who runs an ecommerce site for ease on your CS team and saving on shipping/product costs.
Lurella Cosmetics · lurellacosmetics.com · top 100k store
I accidentally messed up and deleted Route and was having a time trying to get it back on my store front.. Skylar saved the day Thank you for great customer support
Styles with Stephanie (a country boutique) · styleswithstephanie.com · outside the top 100k
This insurance helps our customer claim their packages quickly and efficiently. We also appreciate the customer service.
Resin Rockers · resinrockers.com · top 100k store
Route offers a very simple and efficient way to create and process the claim. Their customer service is very prompt and efficient. One can get ahold of an actual person to resolve an issue within reasonable time. Their website is clear and easy to nativegate. And the claim process time is very reasonable.
RedOne Music Canada · musicredone.com · top 100k store
We have had Route for a few months now, but I wish we had it sooner for our shop! We had a VERY rude customer claiming she didn't receive a FedEx package. We looked at the tracking together and she even confirmed that the photo of the package was on her front porch. She took NO accountability for needing to file a claim on her own, but I was finally able to walk her through the Route process. Route approved her claim as "theft" and she was refunded. I then had some questions regarding our company reimbursement that were answered very clearly through the Route Merchant Support. As rude as the customer was and as much as I didn't want her to receive a refund, I do feel like both the customer and my company were able to have a good resolution, ALL BECAUSE OF ROUTE!
AJ Tack · ajtack.com · top 100k store
Extremely happy with route!! Our customers have experienced an easy, fast and efficient process of filing a claim and being reimbursed. We are so grateful the hassle of lost/stolen mail is handled so well for us and our customers with route. A special shout out to Maddi for always handling issues effectively and right away for us!
Half Face Blades · www.halffaceblades.com · top 100k store
I was skeptical as to whether my customer would opt in to Route. I have been pleasantly surprised as to how popular this protection option is. Our conversion rate improved and while we have made only a few claims, each claim has been approved in minutes. I am very pleased with Route and highly recommend.
Worth Home Products · www.worthhp.com · outside the top 100k
I’ve been on a chat waiting for a agent from Route for an hour and 15 minutes so far! Definitely the worst “customer service/help”. I could get someone on the IRS or is Social Security office faster...
EllieGrid · elliegrid.com · outside the top 100k
Route is an absolute pleasure to work with and I am happy to say all of our shipments are carbon neutral! Keep up the great service and thank you!
WNC DISTRIBUTION · unranked store
Much needed app! The team at route are friendly and helpful! I get someone within 24 hours to respond and resolve any issues I have. They look after your business but most importantly, your customers. Always happy when customers purchase route with their order! If you’re considering, do it!
Mickey's Girl · mickeysgirl.com · outside the top 100k
The team at Route is crazzzzy good at what they do!! I've received the best customer service from any app/service I've ever used. It seems rare to get face to face customer service with online services – and that's exactly what Route offers! Everyone I've spoken to at Route have just been genuinely nice people. Hayes, Robert, and Carson have gone above and beyond to tailor Route to best fit the needs of my online business. Route has saved me time and money, and given my customer peace of mind when their packages go missing. It's a win win! I 100% recommend Route to other merchants! Thank you Route team!!!
Bobbie Goods · bobbiegoods.com · top 10k store
Route's been a game changer for not just our shipping protection but a tremendous value add on the customer service side and creating confidence for customers. The team's always diligent and helpful as well and addresses exceptions as needed. Really appreciate the team especially Justin!
Palm Golf Co. · palmgolfco.com · top 100k store
Route has been a great addition to our tech stack and has alleviated many customer service headaches when it comes to lost and damaged packages. The install of the app is easy and the team is always responsive when we have requests or questions. Very happy with the relationship we have developed with the Route team and will continue to exclusively offer this to our customers.
Dolly Parton · shop.dollyparton.com · outside the top 100k
Super-fast responses and incredible support from the team. Hassle free and ready to action any change that is needed, we can only appreciate that. Saves us a lot of time and our customers are happy :)
ALLIES [North America] · us.allies.shop · outside the top 100k
As an e-commerce merchant, managing customer shipping issues is one of the challenges. However, we have found that Route has made this process much more manageable. We have reduced the number of customer shipping inquiries and improved overall customer satisfaction. In cases where packages are lost or damaged, Route's self-service claims resolution process has been a lifesaver. The process is hassle-free and straightforward, allowing us to file and resolve claims quickly. The efficiency of Route's claims resolution process has saved us countless hours and headaches. We can now focus on other essential aspects of our business, knowing that a reliable and efficient system is handling our shipping issues. Route has been such an invaluable addition to our e-commerce business that we highly recommend it to other merchants looking to streamline their operations and improve customer satisfaction.
Euphoria Supplements · euphoriapre.com · outside the top 100k
Route has been a pleasure to work with from the start. We’ve been working with Route for package protection for the last 3+ years and over a year ago added the track service as well. It’s been nothing but a breeze working with them and the team. Additionally, we have had very specific issues throughout the years and route has always stepped up and assisted us in finding a solution. I highly recommend!
Tres Colori Jewelry · trescolori.com · top 100k store
I like this product / service BUT we've had an issue with ROUTE line items not auto fulfilling anymore, and it's been 2 months and multiple emails to continue to ask them to fix it. And still nothing. We're having to manually fulfil orders with ROUTE everyday. It's ridiculous. We'll be switching!
ST SOLEIL · unranked store
Great product, and a very helpful team. Especially our rep Justin!
The Maniscripting Journal · maniscripting.com · outside the top 100k
Route is excellent to work with - the save a lot of time and hassle with orders damaged during transit. Great for our customer and our team to keep the process easy and clear to understand and execute on. Justin, who is our rep there, is a true pleasure to work with and always there to help when we need it.
South Bay Board Co. · www.southbayskate.com · outside the top 100k
We were charged for route automatically when we wanted it as an option for customers to pay. Now we owe almost $180 because we could not get an associate to approve our request to change this? Complete BS and we are dropping route immediately.
Green Gone Detox · greengonedetox.com · outside the top 100k
Customer service is unresponsive and promises a 2-5 day wait for fee installations, but delays extend beyond 2 weeks. The chat option is manned by a bot, not a person, leading to prolonged response times via email. Ultimately unhelpful, I uninstalled the app and suggest exploring alternatives. As a business owner, this level of customer service is unacceptable.
amplety · unranked store
We love Route. It has taken a huge stress off of our company & our account Manager Justin is absolutely epic. Thank you, Justin!
Catori Life · www.catorilife.com · top 100k store
We've used Route for almost 2 years and it has saved SO MUCH ADMIN TIME!! No more back and forth with USPS/UPS and no more waiting on the phone for an hour with no help. Route takes care of those shipping issues and I've had the best experience. Most importantly, their team is VERY FAST AND RESPONSIVE.
Carbon Knife Co · carbonknifeco.com · top 10k store
We have been partnered with Route for a year now. They provide a great service, and their level of support is exceptional. Our customers seem very happy with the coverage and service as well.
Wig Studio 1 · www.wigstudio1.com · top 100k store
Route has been wonderful! It's improved the customer experience and added much needed protection to their orders. As a furniture company, we deal with a lot of mishandling of shipping with UPS (who's insurance and claim process is pretty much a joke) Route has made the damage claim so much easier and faster to deal with. The platform is easy to use and their support staff is amazing and always so helpful. Highly recommend!!
Cura Home · mycurahome.com · outside the top 100k
Route has been a great support to our business. Their help in providing assistance to our customers who deal with the frustrating experience of lost, stolen, or damaged packages has been invaluable. Route has also saved us a GREAT deal of time, stress and money with these incidents as well. I actually can no longer imagine running my business without Route, and I'm very grateful for all of the one-on-one assistance Route has provided us in the past 3-4 years.
The Sugar Art, Inc. · www.thesugarart.com · top 100k store
Route has been such an asset to our business! It's a 10 out of 10 in my mind and a no-brainer for any e-commerce business! I've been working with Route for 3+ years and they have become a great strategic partner of ours. Justin and the entire team are dream 3PL partners who are quick to respond to any and all issues. Adding Route to your shopify store is common sense - in today's e-commerce marketplace customers expect expedited replacements from small and large companies regardless of the cause of the lost, damaged, or missing shipment. Route keeps customers happy and meets the expectations consumers are placing on businesses engaged in shipping goods of any kind around the country. Take my recommendation and add Route!
The Sis Kiss Wholesale · www.thesiskisswholesale.com · outside the top 100k
I’ve been using this app for my customers both United States and Jamaica and it was not until 3 days ago they blocked my check out button from my Jamaican customers. Why would you put a coding into my theme that made it difficult for some of my customers to check out? And the proof is there so this is not made up!
The Skin Bar JM · unranked store
I've been partnered with Route for 2+ years and have appreciated not only their primarily services within their tool, but their admirable support + partnership. It's great having the opportunity to not just enjoy working alongside a partner, but growing with a partner, while understanding each other's aches, growing pains and growth plans. I'd recommend Route at the leading partner in the Shipping Insurance D2C space to any merchant.
BYLT Basics · checkout.byltbasics.com · outside the top 100k
We have been using Route for almost two years now and have experienced nothing but top of the line support from their team members! We recently merged to a new system and although there were a few hiccups, Justin Boyce and Adam Casper did everything they could to resolve any issues in a timely manner and they always make us feel like a top priority. They repeatedly come to us with solutions should any problems arise and always have a positive attitude! All in all, 10/10 experience.
Wellbel · wellbel.com · top 10k store
As others have mentioned, having Route as an extra layer of protection for our orders has been helpful. The CSMs we have worked with are quick to handle issues within the app or specific order situations. Keep up the great job and here's to a successful Q4!
Lauren Moshi · www.laurenmoshi.com · top 100k store
It makes me really sad to write this because I do actually love the product, but we had to deinstall. It was spamming customers with notifications - sending them 3 emails for a single order: a confirmation, shipping of the "product" which isn't really a product, and an email about their insurance. Within a span of 2 minutes a single customer was just getting way too much. Note that this is with the notifications turned off. Hope you guys can fix this, but for now it's a definite deinstall!
Atmo Home · unranked store
our store can not take any payment after route team insert code to our Shopify store. NEVER install route app and NEVER give them permission to add any code to your shopify
EZbike Canada · www.ezbike.ca · top 100k store
Highly recomend, great add on for your customers. Akshara from Route is a pleasure to work with :)
EllieMakir · shopelliemakir.com · outside the top 100k
We are a small family business in the business of shipping perishables across the country. We have been doing this going on 3.5 years now and I can’t tell you how many orders we’ve lost and how many customers with unacceptable shipments. We had the fortunate luck of an incredible route representative that stayed persistent. Her persistence led us to take a meeting and presenting the incredible value that route brings to our business and more importantly our customers. This is the only time I can tell you that it’s too good and it’s all true ! Our patrons see the value and more importantly their order is covered. In the first month alone we saved so many patrons money and more importantly our patrons know they are covered. Route is a an absolute must for any business. Do not ship anything unless you have route as an option!
BillyDoe Meats · billydoemeats.com · top 10k store
They were once great. But their customer service changed drastically and not for the better. A change in their code messed up our checkout and our customers could not check out. We dont know how much money in sales we lost due to this. Our guess is between $3000-$5000 in lost sales. I tried to get my account manager to meet with me to talk about my account and strategy but he refused and kept sending me to the automated system. In the past my account manager was amazing and made me feel so supported. In the end he stopped responding to my email and the thread was left unfinished. I was sad to leave an App I once loved so much. But if it isn't servicing your business, as a business owner, you have to move on. I have found a much better solution in another app.
Warrior Within Designs · warriorwithindesigns.com · top 100k store
Aggressive sales rep. Poor customer service. Wouldn't refund $20 over an inadequately explained feature when I already had my own insurance plan. Do not recommend this company.
Selo Olive Oil · seloolive.com · top 100k store
We lost thousands of dollars of revenue because the Route app script somehow converted our subscription products into one-time purchases. Therefore, the subscriptions never renewed, and those sales were lost. This didn't come to our attention until we noticed that recurring sales were significantly down after a couple of months. Beyond that, we were told that they would investigate the issue, but we didn't hear back for two weeks, and only then because I reached out again to see if they had un update for us. I would certainly avoid this app!
BrainLuxury · unranked store
Route has been a big support to our business, helping us provide better service for our customers when dealing with the dreaded shipping struggles of lost, missing, stolen, or damaged packages. The CSMs we've worked with have been responsive to our needs and questions, and the general care team has been responsive as well with any case-by-case concerns or questions we've had.
Magnetic Me · magneticme.com · top 10k store
I had to uninstall this app. It feels scammy. They would not credit me for purchases that were cancelled. There is no way to reconcile the charges. The customer service is non-existent. Stay away.
Common Housefly · commonhousefly.com · outside the top 100k
Edit: A representative of the company has reached out almost 500 days later and resolved this billing issue and offered an additional incentive for my brand. I was told they have undergone new management which i'm impressed about so far. The decision to edit this review was on my behalf not Routes. Horrible company!! User BEWARE. I have had a canceled credit card for over 400 days and this company CONTINUES to try to charge the account and bill me when I have told this company MULTIPLE times to remove me from their services and stop billing me, yet they continue to bill a card thats been closed for over a year!! Customer service says they can't remove the app until the bill is paid!!! Shopify customer service please take note of these practices and please launch an investigaton! This is ridiculous this company is trying to make your customers responsible for paying a bill after repeated requests to cancel. They send me billing invoices everyday in my email and is becoming harassing at this point! Shopify please please please investigate this company, something is very unethical here! :(
Tetramode® | Psy Styles · www.tetramode.com · outside the top 100k
Our business loves the services that Route offers. It is so nice to have an extra layer of protection on an order that doesn't leave us responsible for something that happens in shipping. Annabelle Jackson, our customer success manager, has been so great to work with! She keeps us in the loop about new services and always helps us find ways to best use our funds!
The Frilly Frog · thefrillyfrog.com · top 100k store
We have been using Route since February, and it has made things SO much better for both our CX team and customers! Filing claims is so easy, and issues are resolved far more often than not. Our CSM, Annabelle, is always quick to respond and extremely helpful! Route's support team is very communicative and easy to work with. We highly recommend using Route!
Shop Burning Love · www.shopburninglove.com · top 100k store
Route has been an amazing addition to our company. When items are shipped we have no worries because they are always there to help our customers solve their problems should there be any in case of shipping companies losing or damaging packages. Thank you Route for taking the load off and being a great team and addition to us !
Glam Xten Collection · www.glamxtencollection.com · outside the top 100k
Route has been great. Our success manager Robert has been there at every step to help, and our customers have been taken care of quickly when shipping services fall short.
Riversmith Inc · riversmith.com · top 100k store
Route is a hassle, since we switched to another company after Route increased their prices none of our customers are able to file claims. All claims have to be done trough their customer service. They Policy is poorly written to the point that makes me believe it is on purpose so they can cover the orders that they want. Awful experience
ameriDroid · ameridroid.com · top 100k store
This app is annoying calling and emailing with unsolicited requests, refusing to respond by email, they only want to talk over the phone, forgetting it is online business, ecommerce - digital economy. They do not adhere to Shopify framework, they want you out of your Shop to create a login on their side while most of the app out there would use Shopify's framework starting with seamless and pleasant login form within the Shopify. So this is not a native Shopify app but some interface to their system, you have to go elsewhere, maintain yet another account (and accounting!). Sales tactics are annoying and marketing collateral is unhelpful defeating the purpose of the online business, which is... online! Phone books are obsolete! We never asked for anything of them, somehow they bought our address and been sending unsolicited offers and calling us pretty annoyingly. We refuse to create accounts outside of Shopify and uninstall apps not supporting Shopify's SSO, demanding creating accounts on their end. We also refuse to take unsolicited calls and in general despise all spam. Any "paracite" app leaching off Shopify sellers' hard work should not be placing unreasonable demands or burdens on Shopify sellers, should be thinking how to adhere to Shopify frameworks and be more usable and user friendly. Apps that demand a separate login and a credit card outside of Shopify should be banned from the Shopify App Store.
AMTECH DIRECT · unranked store
I loved working with them and was so pleased with our experience! They elevated our customer experience and the process was seamless and easy.
Bala · shopbala.com · top 10k store
UPDATE- Aubri from Route reached out and fixed the issue. Works now. Does not work. Worked for the first month and now the route check box doesn't even appear. Tried various settings and nothing seems to work.
LEDs 2 RAVE 4 · leds2rave4.com · outside the top 100k
Would 100% recommend Route! Our customers love working with them, it saves me a ton of time and money on customer service and they're team is great to work with.
Palm & Co · unranked store
Smooth and easy setup process. Our Customer Service team absolutely loves this! It has really made things easier for everyone including our customers. We have had nothing but positive results to this point. We view it and use it as a customer perk and have had no negative incidents to this point.
DanceWear Corner · dancewearcorner.com · top 10k store
quick and very efficient, every case was solved!! all my clients should get this protection! it solves all of our problems!
Boyish Jeans - LGA Ethics · unranked store
Great app, really helps reduce the customer service cost and lost revenue due to carrier issues. I've been a customer for over a year and I've only had good experiences with it and their amazing team.
Brandon Kyle Goodman · unranked store
Not great because you end up paying taxes on the route plans and don't forget credit card FEES. Like all insurance companies they are happy to take your money and not eager to pay out. All the bells and whistles just annoy customers because nobody is willing to download yet another app just to track a package. disconnects your customers from your real info and website and wants everything to go thru route annoying pages and apps.
Lolo Racks · loloracks.com · top 100k store
Edit - Since writing this review we continue to have issues. Route again asked us to replace an order at our expense and promised us reimbursement within the week, it is now going on 2 weeks with daily follow ups where we are repeatedly lied to and told that the money has been paid when it in fact hasn't. They are falsifying information in the dashboard and not making payments even when they say they are - extremely fraudulent and dishonest company. STEER CLEAR UNLESS YOU WANT YOUR MONEY STOLEN. We have since found an honest and efficient company who offers far better and honest service and actually reimburses your money in a timely manner or reimburses direct to the customer. Honestly have found the whole experience disappointing. When we signed up we didn’t realise we pay for the replacements and reimbursements up front, they refund direct from your Shopify store and create unpaid replacement orders without notifying you, meanwhile Route continues to debit their fee, so we are essentially paying them to provide the service for them and they don’t even tell you that they process claims in this sneaky manner. They debit their money every 2 - 3 days, but then we wait sometimes months for reimbursements so we are out of pocket for long periods. We don’t have an account manager and contact is complicated and confusing. We have also recently learned that we are charged nearly a $50 fee per reimbursement. We were never told this at time of sign up and were not given options. We will be looking for a more honest and reliable provider. Also, expect the customers premiums to go up if your customers actually make claims. Apparently you are penalised for using the claim service.
Willow and Beech · www.willowandbeech.com.au · outside the top 100k
I have NEVER have people with an app phone me, and better yet so rudely demanding that I respond to the collaborator request. A request that was merely a week old and which they had sent ONE email about NO followup. They quoted my email, etc. as if I am supposed to leap at Route's request. People have lives, people have jobs & people may also have other businesses to run. The sense of self importance from the ROUTE staff was just absolutely unprofessional & appalling.
MaximumImpactCells · unranked store
I have never written a review but I felt like I had to in order to WARN YOU of route's FRAUDULENT business model. They do not honor anything they claim to protect. They just say, this claim did not fit our protection policy. they make money off of you and PISS your customers OFF! We are currently self insuring our packaging, we are very happy and immediately send a replacement in case of a loss or damage and we are in control of our customers happiness and the money WE KEEP kind of evens out WITH THE MONEY OF LOSS. SO, if route is legitimate, how can they make profit and satisfy your customers? THE ANSWER IS THEY DON'T, THEY ONLY MAKE MONEY AND LEAVE YOU AND YOUR CUSTOMER PISSED. UTTER DISRESPECT.
NUTROTONIC · nutrotonic.com · top 100k store
Route has been amazing for our store, they have great customer service, their team is always willing to help, and our customers only have positive feedback to share when they purchase their coverage. I definitely recommend it to save on customer service while improving its quality.
You Matter · youmatter.com · top 100k store
Route is a ripoff. Route controls how much your customers pay to protect their packages. They raise the rates as your claims increase (like it's your fault). Merchants have no control over the claims process so if a customer files a legitimate claim and is denied by Route, the merchant is out of pocket for the replacement. All of this is done while Route sits back collecting all the money your customers pay for shipping protection. I recently switched to Navidium Shipping Protection, which gives me 100% control over the claims approval process, acts as an upsell in your store so, as the merchant, you get to keep the money charged for shipping protection, AND I get to set the price of the shipping protection for my customers. All for a nominal monthly fee. Its a WIN for me! Don't download this app. Get Navidium instead.
Good Vibes All Purpose Cleaner · www.goodvibesclean.com · outside the top 100k
Route has been helpful in recovering lost and stolen package costs for us at scale as well as a huge time saver for our Customer Experience teams. We are able to offer our customers worry-free insurance and at no cost to the brand.
Primally Pure · primallypure.com · top 10k store
Route has been an indispensable asset for our business, providing a solution to the nightmare of getting reimbursements from our shipping provider, which was previously a significant challenge for both us and our customers. With Route, the process of obtaining a new product or reimbursement has become incredibly simple and easy. One of the biggest issues we faced was product damage during transit, resulting in lost profit. Thankfully, Route has provided us with an effective solution to recover these losses, whether it be for damaged, lost, or stolen products. This has significantly improved our customer satisfaction and resulted in repeat customers. It's worth mentioning that some negative reviews we've seen about Route are due to poor business management from the company they were purchased from. As someone who handles all the emails about incidents that occur, I can confirm that this is often the case. It's essential to understand that partnering with Route is a two-way street. Both parties need to take responsibility and do their part to ensure customer satisfaction. Overall, we are incredibly grateful for the convenience and efficiency that Route has brought to our business, and we highly recommend it to any business owner struggling with shipping-related challenges.
KLOUT · unranked store
Route has been a great decision for our business and the best choice for our customers! We love knowing that our customers are covered for things that are out of their control and taken well care of with Route support. We're so thankful for the Route team! They've been excellent to work with and so responsive to our needs. Definitely recommend!
Divi Official LLC · unranked store
Very very disappointed with the service from Route. They increased our prices and broke our check out cart - on chat will raise the issue and the agent then just disconnected the chat without any information or follow up via email
CADDYSACK Golf · caddysackgolf.com · top 100k store
Route Protection is the best service there is. They not only provide awesome service ensuring our customers receive their orders safely but they also stand behind their promise to be there when there's a claim. We added Route to our shipping services more than a year ago. They have not failed us with expert service. Justin Boyce, our rep, never ignores emails, provides excellent service and never hesitates to explain when more info may be required in a given situation. Our customers are happy knowing they can rely on our services as we stand by our policies. Thank you, Route! Thank you, Justin Boyce!
ReflectionsofChrist · reflectionsofchrist.org · top 10k store
BEWARE, DO NOT INSTALL. THEY LIE, Route is NOT COMPLETELY FREE. They will debit your checking account. Last December Route refunded all my December customers and took the money from me. All of these shipments were delivered promptly with delivery confirmation. I am unable to contact support or get any type of response from them. These are high end electronics, past the return period, and never returned. What are we paying for, if in the end we are the ones paying to refund the customer? DO NOT SPEND YOUR MONEY ON THIS. BEWARE how you can be taken advantage of. I will update the review once ROUTE.COM contacts me.
PeanutWarrior.com · unranked store
The protection for buyers is great and I assume the communication is great as well since the buyer issue was resolved fast...The negatives, though for merchants outweigh the positives, and in business, if this is the case, you should not proceed. I have had only two claims for issues with orders; Route did not inform me that they took the money out of the account for the order, which I feel they should at least send an email, as they do always with billing. Emailing customer support as a merchant is not good either. I rarely get an email response back and never within the "24 to 48" hours as they claim. Also, once the buyer is refunded, good luck getting your reimbursement. I have a claim from 2021 and still have not been paid out of that one or the one in 2022. When I got ahold of a customer service agent, they notified billing, and the status of my reimbursement actually changed to paid. But guess what, I was not paid, and the next day the status changed back to "In process". As a business owner, I cannot operate this way...Essentially it is theft, by not providing the approved reimbursement and fulfilling their obligation as a business. We are out product and the reimbursement, just like a chargeback, but it was done by a company that is supposed to provide support....So crazy. Get another service, do not use Route, I am in the process of dropping their service and looking for an alternative.
Kingdom · kingdomfragrances.com · outside the top 100k
We love route. No longer do we have to worry about shipping issues because route has us covered. The customer support is fantastic and the claims process is really easy for customers to understand. Route has probably saved us thousands upon thousands of dollars in lost revenue! Route is a standard app across all of our e-commerce websites. It's definitely one of those essential apps. 10/10
NFDVapes · unranked store
So far so good! The team was flexible addressing some of our specific concerns as well. That was nice to see!
VGoodiEZ · vgoodiez.com · top 100k store
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
Blonyx · unranked store
This is the worst app to work with. Very shady business!!! Creating orders on my store without consent or notifying, refunding orders without my consent and without notifying me. Has not been approving claims due to "Cosmetic damage". DO NOT WORK WITH ROUTE, WORST MISTAKE I HAVE DONE!!!
THE MIGHTY HOBBY SHOP · unranked store
We love using Route! Very simple integration and our customers love having extra protection on their packages. App is super intuitive and easy to navigate.
Sonix · shopsonix.com · top 10k store
We switched to route to reduce the time and energy spent In resolving lost package claims. I have been VERY impressed with Tyler and everything he has done to make the integration seamless and our experience positive. I appreciate the positive customer relationship you’ve built with us while providing an amazing service to us and our customers. They are also very good at working to implement the route protection widget into your theme in whatever vision you want for your store. Whether prominent or discreet. Route is awesome!
Haven Tents · haventents.com · top 10k store
We installed this app to add an extra layer of security with package theft, loss and damage. It's been a 10/10 experience and I highly recommend this service to anyone that struggles (or even doesn't) with loss, stolen or damaged packages. I mean FREE peace of mind for all your customers? Absolutely,
Lavender & Lowell · unranked store
Best app and team! The Route team is thorough in helping you maximize the benefits and helps you every step along the way.
Slime OG · ogslimes.com · top 100k store
"We have not received any negative feedback from our customers concerning claims filed with Route. The coverage is very affordable, making it more accessible for the customer. The added coverage on the packages is added piece of mind for us!"
Forward Merch · shop.forwardmerch.com · outside the top 100k
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.
Kyle Cavan Jewelry · kylecavan.com · top 10k store
This app surprised me. It has indeed increased customer confidence. Items on my shop have a high ticket and this app helps my customers feel at ease. Initially had some issues with getting this app functional on my site. Route support got it squared away for us! Ahseante is the best CSM around! Whenever we reach out for assistance we typically our questions answered either same day or the very next day. Defintley reccommend getting Route Shipping Insurence, save yourself and your customers the hassle!
AmericanHardBag.com · unranked store
Route made the integration to our Shopify store as seamless as can be. We noticed an immediate insight into our customer behavior where they are quick to maintain the Route insurance in the cart and throughout checkout. We greatly appreciate all of Route's help in providing additional options to help our customers feel secure with their purchase.
CAMI NYC · www.caminyc.com · top 100k store
Love these guys! We were having some issues with product being damaged by careless shipping and these guys have been saving us! Great investment for our business.
Taco Vinyl · tacovinyl.com · top 100k store
We have had a great experience with Route. Our customers have been using route for better protection on their orders. Route has been very helpful and answer any questions we have about the app and how it works in a timely manner.
Frozen Dessert Supplies · frozendessertsupplies.com · top 10k store
Route is a fantastic service that I am glad we implemented to our site. We ship tons of products both in the US and internationally and Route gives us peace of mind. From lost package claims to damaged items we lost a ton before Route. They also have a fantastic order tracking app for customers and not to mention their design team should be proud of themselves for the minimalist but very polished look.
Cloud City Drones · trial-cloud-city-drones.myshopify.com · outside the top 100k
We LOVE Route, and so do our customers. It helps us keep track of packages even better than we used to and its easy to explain to customers why they want it and why we want them to have it. Not only does it resolve our shipping troubles in a more efficient way, but much faster than what we can do by ourselves. It is quite a lifesaver for our business and we recommend EVERY business gets Route!
GOLFCARTSTUFF.COM™ · golfcartstuff.com · top 100k store
Our company uses the Route Package Protection as a default add on for our customers orders. It has been a great service that has resolved many shipping issues and provides peace of mind to not only the customers but to us as well. Our representative, Robert, is always very helpful to us in resolving matters. Absolutely no complaints on this part of Route Services. However, we have been experiencing issues with international customers tracking their order on the Route App. I am still giving 5 stars here since not everything can be perfect all the time and I hope they will get whatever bug that is occurring resolved soon. Thanks Route!
Hand Held Legend · handheldlegend.com · top 10k store
We love Route! Our company ships thousands of packages and they're large, expensive furniture items. Route has saved us thousands of dollars over time. We used to waste hours of employee time filing claims, lost many funds due to inaccurate claims we made by ourselves, and dealt with angry customers who didn't know how to get their items once lost. With Route, we use their provided customer friendly wording and give that to our customers who are easily able to request help, and have the claim resolved quickly through Routes website or app. Adding Route to our business has been a lifesaver! we 10/10 one hundred percent recommend!
The CosmoGlo · unranked store
It’s an easy, inexpensive, effective solution to package protection! We enjoy the feature of package tracking, in addition to the actual protection for packages. I would have given it 5-stars if there were an easier way for customers to opt-in and opt-out in the shopping cart instead of just on the product page.
The Walking Cradle Company · unranked store
Just downloaded Route for our store. I asked route to download their app on a duplicate theme to make sure things go smoothly. Horrible, many of their widgets are active on our LIVE THEME without me even knowing and made many bugs in our cart system. Lost more than half of our revenues in three days. Trying to get my manager to call me ASAP, she says "we have a meeting coming up". This is a horrible experience so far! Can't believe this!
Nordic Peace · www.nordicpeace.com · top 100k store
Working well and customers enjoy the ability to protect their orders. The route platform is not as user friendly and how it works from a merchant standpoint is not explained thoroughly.
Soeur Co · unranked store
App is just okay. I'm not sure it's worth the money with the issues you get. They withdrawal their money automatically weekly and my biggest issue is when I ship a package, it doesn't not update the tracking number. We have to enter it in. My customer are asking me all the time what is unfulfilled on there order and it always Route. It's some what of a pain.
ZSPEC Design LLC · zspecdesign.com · top 100k store
The app works well and the service is good and hastle free. The only gripe I have that prevents this being a 5 star review is that there doesn't seem to be any option to automatically insure every order (i.e. I don't want the customer to opt it and I want every order I ship to be protected by route, even if I as the store owner need to pay for that). If the feature to automatically insure every order (with no customer interaction needed) can be added then this would be a 5-star product for me.
HippoKeys · hippokeys.com · outside the top 100k
Very good, description of how route works and the collaborator request to install the app on my shop is a great help. The service and persons are very helpful and Route is a great insurance for customers and vendors alike
Happirags · unranked store
I love the coverage it provides for my customers and the merchant portal is great!! I do wish the coverage itself wasn't accounted for as a product SKU in the system because it messes with certain data points but ultimately, it is a really great platform.
KINApparel · kinapparel.org · top 10k store
Route insurance has a strong team that provides great support. Partnering with them adds ease to our internal team operations and work flow.
Juice Store USA · unranked store
I Love how easy it is for my customers and how much of a relief it is to not have to deal with USPS anymore!! Plus you get assigned your own account manager, which I love the personal touch and feeling valued enough to be able to get a hold of a human if there’s ever an issue. Route has saved me so many times when usps makes a mistake and won’t take ownership for it. I honestly don’t know why any business wouldn’t have Route as apart of their checkout process!!
HiiT Nutrition · hiitnutrition.com · outside the top 100k
This app ruins by profit reporting because it enters prices for the protection packages without entering associated costs. Have made several requests for them to address this and they have not. Doesn't seem like a difficult request.
yenomze · unranked store
We had this app in our store for a while before noticing that it was messing with the way our cart functioned. We had a lot customers email in letting us know that when they tried to remove the shipping protection from the cart, it would remove another item. We showed Route this issue and they told us that they would get it resolved. After multiple emails back and forth over months with our account manager Kolby, they just stopped responding and gave up I guess. It is just disappointing to be lead on whilst you could have moved on to another solution. It just sucks to edit all of our FAQs and things now and then start looking for a different solution.
Hours · hourscollection.com · top 10k store
We love Route. This has taken the hassle out of insuring our packages. We’ve had one claim so far and it was handled quickly and successfully per their policies. The customer files claims and the replacements are placed automatically, no more labor on the merchants unlike most solutions. Previously we used Shipsurance through Shopify and the experience kept getting worse and worse, with all of their policies being vague and optional, resulting in never knowing how long claims would take to be eligible and subjecting our customers to extremely long delays as Shipsurance dragged their feet for WEEKS. Route clearly states a claim timeline and so far have completely followed it. We’re glad we switched and are very happy with the coverage.
SUVA Lapidary Supply · suvalapidary.com · top 100k store
Banner is not showing properly on mobile and desktop. Option does not appear at checkout. Contacted customer service atleast 5x for days and NO RESPONSE. Terrible service!
WholeBodyPlus · unranked store
Route has been so crucial for my business and I have been extremely happy with the customer support provided by Karlee. Thanks so much Route!
AZUR FIT® · azurfit.com · top 100k store
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.
Tian Zevon · tianzevon.com · outside the top 100k
Route was incredibly helpful with getting our reimbursements paid out correctly. We had made a mistake linking our bank account, reimbursements had to be retroactively calculated a whole year back. Our customer success rep was incredibly responsive and totally on top of it. Turned a head-ache of a situation into a very positive one!
&Collar · andcollar.com · top 10k store
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.
A Taste Of Africa · atasteofafrica.net · outside the top 100k
nope, very difficult to get a hold of someone and when you do they tell you to email someone else. It has been 2 months and still have yet to get someone to answer my question.
Son Mias · sonmiasjewelry.com · outside the top 100k
Historically, we have been a fan of Route shipping. Now, downgrading the review a neutral rating. They have helped replace many lost and stolen packages for our customers. However, recently they rubbed us the wrong way. During the pandemic, we were asked by our local PO to use the self-service kiosk to speed up the mainline as we only needed a scan since we handle packaging and postage at our facility. Knowing the SSK scan was recorded differently we reached out to Route for clarification as their website did not list the SSK type scan and they responded below. "We accept any tracking update regardless of where/how it was scanned. If there is an update to the tracking, we are happy to accept it as truth." https://help.route.com/hc/en-us/articles/360020320273-Why-is-my-order-stuck-in-transit-or-pre-shipment- After experiencing a lost package with a scan from the SSK they denied the claim and after further discussion with their support, they doubled down and would not cover the lost packages scanned using the SSK. They treat the SSK scan differently than a scan from the front desk. For the SSK to be covered they require an extra tracking update after the SSK scan for it to be covered if lost which is not the case if you scan a package at the front desk. They say they will update the website to clarify how the SSK scans are handled so future customers are aware of this. Time will tell if they do as they say they will. We do not recommend scanning packages at the SSK if you use Route as the SSK scans are held to a higher standard.
Killzone Flashlights · www.killzoneflashlights.com · outside the top 100k
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.
ShoeNami · www.shoenami.net · outside the top 100k
We have been very happy with the Route Protection Package for our customers. The response time has been great, and the claims get resolved quickly. As the merchant, we really like the support we receive from our customer success manager. Having the Route business review and going over customer feedback was valuable, too.
Love and pebble · loveandpebble.com · top 100k store
Perfect, a slight hiccup during installation but I contacted the support and got a reply the same day with the solution. The app seems to work great and has a very sleek new UI design. The support team was kind and very helpful with any questions I had. I have not needed to make a insurance claim yet but I feel in safe hands with the Route team
Visualpixel · unranked store
Do not download this app. It is diffcult to install and when you email for help nobody responses or they transfer you to a different department that takes even longer to respond. I have a business to run I get a lot of orders, I can't wait all day for you guys to have some professionalism and help me with your app.
Addicted To The Doll House · unranked store
Excellent app. The team has been great to help us and our customers. Has taken a lot of pressure off our team and helped provide a great customer experience for our customers at Luxepickleball.com We have been very impressed with the communication and service from Route. Saved us a lot of money.
LUXE Pickleball · luxepickleball.com · top 100k store
Does not uninstall and still on my store. STAW AWAY. can some one help take this app off my store?!
HOUSE OF GODARD, by Rēine Godard · unranked store
Does not uninstall, code is still on website. No instructions. Should not be allowed in app store. Stay away.
CaseBuddy Australia · www.casebuddy.com.au · outside the top 100k
It's super simple to integrate and an easy option for customers to select at checkout. We've had customers already use it for lost packages.
Modern Catholic Goods · moderncatholicgoods.ca · outside the top 100k
I haven’t had any issues as an owner or customer using it when I buy from other sites. I noticed it is very popular and in private groups I’m in people have a lot of positive feedback.
Sunflowers & Sunshine LLC · unranked store
Route really helps us secure our packages that we ship worldwide. The claims process is quick and easy. Customer Service is responsible and always available to assist. highly recommend them.
The DART Company · thedartco.com · top 10k store
I have used Route as a customer and retailer and am impressed with how quick and easy their service is. As a customer, I was able to report a lost package and get a replacement in the mail within less than a week! As a retailer, having that experience gives me insight into how it can also help my own customers.
Easy Teesy Apparel · unranked store
Route has been great for our customers when they have any transit issues with their packages! Even when a package gets lost in transit route takes care of the issue effortlessly.
SLEEK'E HAIR · sleekehair.com · top 100k store
Route has been great for us! It has built confidence for our customers and we have seen lots of people take advantage of Route! It was really easy to install, and we now have it on two other Shopify stores that we run in addition to our Water Filtration website.
Drinking Well Co. · www.drinkingwellco.com · outside the top 100k
Prompt answers to my questions, good coverage on lost and damaged items. Very easy for customers to use. I am looking forward to more sales.
WhatnotGems · unranked store
Excellent communication. 100% customer satisfaction. Incredible peace of mind for me as the business owner knowing that if/when a problem arises, Route will handle it with minimal or even no involvement required from me.
Red Eye Bistro · unranked store
Route has been great for our customers when they have any transit issues with their packages! Our rep, Janice, has been amazing and always responds to any questions I have- big or small! She even jumped on the phone with me today to discuss other options that are better for not only us, but our customers as well. Appreciate the help, always!
NuEthix Formulations · nuethix.com · top 100k store
Route has been amazing for our customers and for us! Janice is always quick to respond with any issues, concerns, or questions!
Natty Nutrition · unranked store
Route has helped us reduce the amount of lost and damage product significantly. Support is top notch and extremely responsive. Great app!
No Live Bait Needed · nlbn.com · top 10k store
Route has been a great service to have in our corner for customer service. Ahseante and the Route team are always helpful and responsive!
Coal Headwear · coalheadwear.com · top 10k store
Route Package Protection effortlessly resolves your order issues regarding lost, damaged, or stolen items at a very affordable price with just a few clicks through their claim portal. Zero hassle, instant solutions. Apart from that, you can track your order right to your doorstep. The staffs are very helpful and always find ways to help you resolve some concerns. The refund is just only for the item cost, not including any shipping costs. They cannot change the shipping addresses of the replacement orders if in case customers have an updated shipping address. So you need to contact the merchant to update it before the replacement order takes place. However, it gives us peace of mind especially if their orders are lost in the way, damaged while in transit, or even those were stolen or orders that are marked delivered but package are not received by the customers. Instead of us reaching out to our shipping partners to look for the orders and where are they or the whereabouts of the packages, Route is there to help us resolve the shipping issue instantly.
Walkee Paws · walkeepaws.com · top 10k store
Route has helped my business a ton. We lose a lot of packages via USPS and route takes care of all it. It can be such a headache dealing with shipping issues. I highly recommend route for any small or growing business.
WISH ME LUCK · wishmeluckbrand.com · top 100k store
Everyone needs route! Route has helped tremendously in dealing with lost packages from USPS. It was super easy to install and the Route customer support team has been really hands on in supporting our customer service agents. Get Route, reduce the shipping headache!
Incrediwear Holdings, Inc · incrediwear.com · top 100k store
Route is pretty mandatory for us. I read a few of the one-star reviews, and it's just people who didn't understand the fine print nor understand mistakes and issues can happen. This is by far easier than dealing with a carrier, and infinitely less work. Spare yourself the headache. It's better to deal with random, minor headaches with Route than deal with a carrier where you have to wait 40 business days or more for an insurance claim.
Roo & You · rooandyou.ca · top 100k store
This app has been very helpful to our customers and saves us time and money. Easy to set up and help recourses are available.
Glow Skincare · glowskincaregt.com · outside the top 100k
The app is a convenient solution for carrier mishaps which saves us and our customers time and money.
Off The Grid Surplus · offthegridsurplus.com · top 100k store
I love Route. The customer service is exceptional and it gives me peace of mind knowing my customers orders are protected. Filing claims is easy and efficient.
LINNÉ · linnebotanicals.com · top 100k store
Route was incredibly easy to set up in our store. We have already used Route for 3 of our customer's who had issues with the delivery of their packages with no issue! At first I thought it was too good to be true but their service is completely free and every store should use Route to minimize customer shipping issues.
Secret Nail Affair · unranked store
Very solid, always looks for solutions and response time and resolution has gotten much quicker since we started! We have a really fabulous rep, Katie, who has been extremely helpful with solving issues. We have a unique product that requires extra attention with shipping/damage issues and she's gone above and beyond to make Route work for us. We really love Route!
Wildling · wildling.com · top 100k store
Route's interface is super easy to navigate, user-friendly, and adding your branded content is effortless. Route thought of everything when it comes to clearly communicating with your customers. Reporting and resolving issues is seamless and has added another layer of customer support for our service team.
Marley's Monsters · www.marleysmonsters.com · top 100k store
You NEED Route for your store. I love how easy it is to make a claim. I also love the peace of mind when a customer sends me an angry email about how their order is lost, and I can say, "Its ok, your package is insured". It saves me soooo much time!
Recycled Karma Brands · recycledkarmabrands.com · top 100k store
Route has been amazing and is constantly innovating and improving their product offering. We've recently started using the beta for the Klaviyo post purchase flow integrations, and it's been great! Looking forward to seeing what else Route comes out with in the future! Our customer support team has thanked me for getting this service installed for them as well, it has taken a load off of their shoulders as well.
Sparkle In Pink · sparkleinpink.com · top 10k store
Great sales and account management teams, easy to work with and super simple to implement when you want to get started. Willing to work with you to make it work for your store.
Maev · checkout.meetmaev.com · outside the top 100k
Route provides an excellent support and assurance to our customers that their packages will arrive safe and sound! Almost every customer chooses Route as their gurantee that the parcel will reach them secured.
Florida Mutineers · unranked store
Smooth implementation. No real advanced skills needed to operate. And straightforward for the customer to have peace of mind if any shipments has issues.
Savage Field Hockey · www.savagefieldhockey.com · outside the top 100k
Out of all the products in my store, Route protection is a best seller, and almost all of our customers choose to add insurance to their packages.
Soundporium Music Store · unranked store
Introduction into the app was very straightforward and my account rep is very transparent and is quick to answer any questions I have. Satisfied with my customers claim experience with route as well. I don't have to worry about unhappy customers because Route provides that extra security and actually provides insurance on lost, damaged or stolen orders. I've successfully dealt with orders using Route and I love it.
EVCR · unranked store
It's a great program. No risk for buyer or seller, plus a good reputation. I haven't used it yet, just added it to my shop last night, but don't foresee any issues, only benefits.
Stitched Pleasures · unranked store
Essential for any E-commerce at any stage, while offering shipping security to customers in pandemic times and the volatility of working with multiple delivery carriers. Simple to set-up and get started, with speedy support. Greatly helps to provide a relief mechanism both to customers, and triaging pipeline for the core CS Team. Super reasonable pricing for value provided - a no brainer vs. calling and waiting hours to be attended by shipping carrier telephone support or filing claims that go no-where fast. If you want to have professional level of shipping issue support, get Route!
Golden Grooming · unranked store
AMAZING! Packages are always protected and my cs manager is always working to find us better rates.
Paper Planes · www.paperplane.shop · top 100k store
It is garbage and always wants to earn money from merchants. It is the most greedy APP I have ever seen.
Shapellx · www.shapellx.com · top 10k store
PLEASSSSE whatever you do, DO NOTTT get this app!! I've had this app for a few months and everything was going great until I had my first claim. They refunded the customer FROM MY ACCOUNT, without MY KNOWLEDGE. You can't call them only email. Once I emailed them about the refund. I deleted the app. I received a email about getting reimbursed for the refund and I needed to make sure that my account information was up to date. An hour after I updated my information, my card was charged 14 times. I've turned my card off and I've gotten 5 more notifications that my card has been declined as my card is off. ALL CHARGES ARE FROM RPT! I've called Shopify and sent them pictures and I will be going to my back in the morning. PLEASE TAKE THIS AS YOUR WARNING. It's not worth it.
Afro Glam Nails · unranked store
DO NOT INSTALL THIS SHAM!! I have been using these people for over 16 months, 90% of my customer choose to use them at checkout. This past week, I got my 1st claim, I thought they are suppose to support us, if something happens, meaning- payout the customer from their insurance, instead they refunded the customer from MY account? Wait, what? I am so confused as to why that happened, they didnt even email me to notify whats going on or ask any questions, but also low & behold, the customer found her package & says she canceled the claim, Im fuming I was just scammed. Im getting rid of Route immediately. & customer service? None!
Resin & More Boxes · unranked store
We have been using this service for a couple of months now. Almost every customer selects it at check out. BUT route denies every claim. So disappointing. This was supposed to help customers feel more secure about packages being protected but this app is such a letdown. We will be going back to our old insurance app.
Vex Inc. | Latex Clothing · unranked store
Many of our customers are first time buyers with our company due to the nature of what we sell. We were looking for a solution to meet to help support our customer's need to protect their purchase. Set up was quick and could not have been easier, we were up and running shortly after our call. The response from our customers has been great and this service gives our customers piece of mind when shopping online.
Buy Truck Wheels · unranked store
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.
Addicases · unranked store
Because it works great. No hassles. Best shipping insurance. If you're not familiar with the process, it's fairly easy. I've never had a problem making a claim. To be honest, make the claim yourself on behalf of the customer. It's easier. Less hassle for your customer. I also add the insurance manually to orders that customers do not choose to add the insurance. I'll eat the cost knowing that I don't have to deal with the US Postal Service. It really does help you feel a little more secure when shipping expensive products.
Kona Natural Soap Company · www.konanaturalsoap.com · outside the top 100k
I have been trying to install and get this app working on my store for last 1 week. Extremely difficult to get hold of customer support. Only have an email option. Email responses are slow.
LifeMomma · www.lifemommashop.com · outside the top 100k
As the person who has to deal with pretty much every aspect of our brand's online business, Route is a godsend. Not only do we get to decrease costs associated with rogue shipments (replacement units, additional shipping, etc.), we also get to increase customer satisfaction at the same time. This, in turn, means that means I will have to deal with fewer upset customers. AND Route is free for merchants? It's a no-brainer. Literally every eCommerce store should be on board. And a special shout-out to Colton in eCommerce Partnerships as well. He has been communicative, helpful, and prompt in response every step of the way. 13/10, what's not to love? Very much looking forward to our continued partnership.
EpiladyUSA · unranked store
I have used route shipping for over a year now and feel it is very beneficial for anyone running an e-commerce business. They have been easy to work with recommended various things that have helped, And overall it is a better experience for both the customer and the business owner.
Last Light LLC · lastlightllc.com · top 100k store
The dashboard on this app has been almost useless for us. It will only show you 7 day views and nothing is able to be exported. We were expecting a much better UX and feature set based on having several calls with the Route team that unfortunately was not there. Now we're already removing the app (which all our customers have now seen) from our store just a month after launching. Was not worth the hassle it's created.
The Lift Box · www.theliftbx.com · top 100k store
Relieves alll of my customer stress with packages not arriving and a peace of mind knowing they can be helped if purchased. Highly recommended!
Mink Envy Lashes · www.minkenvylashes.com · outside the top 100k
I love Route and the protection that it provides for not only myself but my customers as well. Thank you!
DNR Creative Customs, LLC · unranked store
its impossible to get someone on the phone even if you are a merchant. Customers are not able to file claims! What is the point of this service?
Artist Couture · www.artistcouture.com · outside the top 100k
Awesome customer service! Filing shipping claims takes so much time for merchants. Route helps with this process by having the claims handled by your customer through an easy process and then they do the rest. It is a pleasure working with Cameron and his team! Thanks for the support.
SuperMagnetMan · supermagnetman.com · top 100k store
"We have been customers for over 18 months and when we have had claims, the process was extremely smooth. I do really enjoy the Route newsletter and take the time weekly to read the content - one of the few that I do."
PK Beans · unranked store
Really helpful app that addresses one of our pain points. This is a great business. Cameron and Adam are great.
Flintts · www.flintts.com · top 100k store
Our experience with Route has been positive from the start. Helpful, knowledgable staff is always friendly and swift to respond to our needs. Submitting claims has never been easier for our team and prompt resolutions to issues provide value to our company and customers.
Get Maine Lobster · getmainelobster.com · top 10k store
The Route team and CSM Ahseante have been of great help to our company. Would recommend for any merchant that needs a solution to provide an insurance peace of mind to its customers.
Rockstar Original · www.rockstaroriginal.com · top 100k store
Love this app! Our customers love it and have had great success with their reps. Looking forward to continuing to grow the business with Route.
We're Not Really Strangers · www.werenotreallystrangers.com · top 100k store
The team at Route has been absolutely amazing from the very beginning and throughout each interaction!! Implementation was seamless and their support team has only improved over time thanks to their impressive SLA. The best part of all is that they actually listen to our feedback which we've seen used for current releases! They're always actively looking for areas to improve and continue down the path of being the best in the game!
Super Coffee · www.drinksupercoffee.com · top 10k store
We have found Route app to be very helpful. Most of our customers purchase Route Protection, as the cost is minimal. This has protected us several times from losses due to lost and damaged shipments.
Turtle Moon Health · turtlemoonhealth.com · outside the top 100k
I absolutely love this app, and I have been using for almost a year now. My only complaints is it takes such a long time for someone actually help you with installing it. I use other companies like AfterPay and they can install their service on a website same or next day. Unfortunately since the new online store 2.0 launched I had to update my Shopify theme and that meant to lose Route so I cannot launch all the new features the new theme offers until Route's team can implement the coding on my new theme. Other than that I love using their services!
Wild Bohém · unranked store
I've had to file a claim, and the process was great for both my customer and me! I appreciate being able to go through Route vs dealing with the USPS. Also, when I had a question about my claim, a customer service rep answered me right away.
Seacoast Pop Up · unranked store
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.
YoRo Naturals · unranked store
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.
OMNIDESK AUSTRALIA · unranked store
Route has helped us A LOT! We had so many issues with delivery it was ridiculous. Being that we do not handle the packages or shipping ourselves it became overwhelming on our end having to deal with customers, reshipping, losing money, etc. With Route I have seen the biggest change for us in a positive way. We no longer have to insure packages on our end and make customers file claims with the carrier that always get denied. Chargebacks have slowed down as well and we no longer lose out on product and money.
Swank A Posh · shopswankaposh.com · top 100k store
The customer support is top, and the product team is constantly taking in feedback and making those updates to make the platform the best for both the brand and its customers!
MATE the Label · matethelabel.com · top 10k store
We appreciate the service that Route offers. There are some features that we feel need to be improved for the future however this app allows us to offer our customers top notch customer service.
Magic Beans · unranked store
While we've not been with you long, your customer service is amazing! They are always there to answer our questions quickly and fully. Training was helpful and the system is very easy to use and understand
Home Folk · homefolk.com · top 100k store
Been with Route for over a year now and it still amazes me! I am thankful to have this relationship, for all the help it provides to our customers, which ultimately helps our company. From day 1 Route began resolving customer issues. They continue to adapt to our business and the technological needs of our market/customers/regulation etc. We also have the Best Customer Success Manager (Makaylen) who keeps on top of our company's needs and options and communicates this to us. To the future! Thank you Route!
Eightvape · unranked store
Route is great. Adding the app onto our website has helped us out a lot. It makes it easier for our concierges to assist clients with their lost or stolen orders. Routes agents are on top of things and have fast respond times. They are very willing to work with you.
Lashify · www.lashify.com · top 10k store
The integration process was easy, and our Reps, Easton and Karlee are super knowledgeable and very quick to respond. We are early in the adoption process however Route has already deflected several issues from our Consumer Affairs team. I expect this number will only grow from here!
Perfect Snacks · perfectsnacks.com · top 10k store
Everything so far has been an awesome experience. We haven't had a claims or anything yet but our customers seem to really like the added protection offered through Route. Customer service has been great as well. Our account manager just reached out to us to show new features and to see how we were doing. He is very pleasant to work with. No complaints here. Thanks Ahseante!
Spyder Industries · www.spyderindustries.com · outside the top 100k
Customer shipping and lost package claim processes have always been a pain in the butt. With Route, customer issues have been handled very promptly and to the satisfaction of both our customers and our internal team.
ERGO Styling Tools · ergostylingtools.com · top 100k store
Route is a good service to use as it takes care of a lot of the issues we simply do not have time to deal with. They work very quick and easy so far we have had nothing but good things to say about the app. They are the solution we have been looking for .
Galore Home · galorehome.com · top 100k store
It's a simple idea, yet effective. We really like that the app is free and it gives our customers an option to protect their order. We like the added tracking information and automated emails.
Zatural · zatural.com · top 100k store
Started off great, app was working well. Then our checkout started crashing on mobile, this continued to happen and our abandoned cart rate skyrocketed. Even after we deleted the code and the app, the route text stayed on our checkout, we have lost thousands of $ in sales due to this app. They have said they will fix the issue but never do, then they asked us to reinstall the app, and it started affecting the checkout again, such a joke, no compensation just excuses.
thetoespacer · unranked store
We heard about Route through ShineOn during a FB live session or zoom or something like that. We were made to understand that there was no cost to merchants and 1% of the cart value to be paid by the customer which seemed like a bargain based on what the big-boy carriers charge for "insurance" and how cumbersome their claim processes are. We couldn't see a downside. So we pulled the trigger. We got very good onboarding assistance but then had to do a ton of manual work when we had some shopify updates to our store. It took a lot of time and frustration to finally get Route operational on the store. Once it was there, we had about 50% take rate on customers leaving the switch on upon checkout. After several months, we have had a single customer claim and it was handled beautifully. Based on that, we decided to go the extra step and add route at no cost to the customer for every item in our store. It was a customer service and loyalty based strategic decision -- it took only 2 emails to Route and it was all done on their side. I had no additional work to do to our store. Simple, stupid, easy, breezy. When we received the first invoice after the switch, I was disappointed to find that our charge wasn't 1% of the cart as had been represented on the ShineOn session we'd attended but "up to 2%" of the cart and we're definitely being charged "up to 2%". Yes, when I looked today to read all the fine print, there is a statement regarding "cart value up to 2" but that wasn't what had been represented at the initial presentation. Logic would seem to say that when Route is assured of a steady stream of revenue from an e-commerce store having chosen to provide their product/service on every sale that the rate would be at the low end, not even at the middle and certainly not on the high end. Sort of similar to how credit card processing fees, tiered volume/quantity discount pricing or wholesale vs. resale pricing works. Instead it feels kind of like being an established cable or cell phone customer and not getting the best deals like a new customer gets. Long story short for Route: it's a customer satisfier, it takes a layer of customer service work away from my day to day and it's relatively simple to get functional on a Shopify store. I just wish their "best" pricing applied to shops who gave them the vote of confidence by putting their protection on every order. So room for that elusive 5th star if they get their pricing in order...
Said Beautifully · saidbeautifully.com · outside the top 100k
So far so good. I had some technical issues with the app and received immediate help which was quite the relief and greatly appreciated.
Ichi Planet · unranked store
The app was installed okay and works. Customers are just not using the service. https://www.kinkytoy.store/
Kinky Toy Store · unranked store
Doesn't work! Can't change or delete the variants they always come back on a refresh. So frustrating, Deleteing the app and looking for an alternative. Not good.
LuxeKaris · unranked store
The best part of it is peace of mind, no longer worrying about having to cover the cost of lost and damaged packages. Admittedly, we have not had any claims in quite a while but, when we did, the experience was good and the account executive streamlined the claims and overrode a rejection.
HNINA Gourmet · unranked store
Amazingly useful app, no more are the days of sitting on hold with USPS, hunting down packages, sending customers through the wringer with some of these pesky shipping companies, and dare I say the end of friendly fraud! They're very easy to get into contact with, ask questions, get things done, and they make it so easy to send our customers directly to them! Our rep, Aaron is very prompt and incredibly helpful. I would recommend this company to anyone using a Shopify store, especially if you have issues with shipping, packages being lost, etc. Thanks Route!!
Steadbrook · unranked store
"Working with Cyntia has been so great and you guys have always been helpful and accommodating to all our needs. Your response times are fast and the customers that utilize route haven't had a whole lot of issues. It is much easier to work with you all than with USPS when it comes to issues with missing or damaged packages."
Senita Athletics · www.senitaathletics.com · top 100k store
I was having trouble with my Checkout button disappearing. I have reached out to support and was advised that this is not a Route issue. When I don't have Route installed everything works fine. This issue is caused by the Route code being placed in the wrong spot. I had to do the coding myself due to no response to an email that was sent to Chris. Route is refusing to help and advised to me to locate a web designer. I am forced to delete the app due to no assistance with the incorrect coding
BLACK LIGHT CANDLES · unranked store
It was great when they started, but it quickly became a scam. Route provides an inferior service than we provide our customers. Our SLAs for customer service responses are much faster, whereas Route will take over a week to answer a legitimate customer claim. Ultimately, they've been making money off our website and offering a poor insurance solution to our customers. In the process, we lost money and our reputation got harmed. Their customer service (that was amazing before) could only shrug and apologize. The app works technically well... but the service they provide is really subpar.
No B.S. Skin Care · www.livenobs.com · top 100k store
Route has allowed us to provide our customers unparalleled package protection as part of our Mythical Customer Care. We all sleep well at night knowing that Route is vigilantly on duty, ensuring our handcrafted leather goods are protected between the time they leave our hands to their arrival on our customer's doorstep.
Mission Mercantile · unranked store
I have been trying to add this app for hours and now I finally said forget it. It shouldn't be this difficult to add something to your site. Even watching up to 6 videos I still did not get it so I uninstalled.
Remixyakickz One Stop Custom Shop · unranked store
Great CSM follow-up, questions are answered quickly, merchant portal is clear and easy to use. The help center has all the essential resources to assist with customers' questions.
VITAE APPAREL · unranked store
I have been using Route since I have opened my online boutique... I love Route and my customers love it too!! Super Easy to install, simple set up for the customers to use, and easy process if items gets lost, stolen or damaged!!! It’s a no brainer! I would definitely recommend Route to any of my fellow business owners who ship products out!
Clearly Luxe Boutique · unranked store
Service is great! Form is easy to fill out when filing a claim. If more immediate help is needed than just the form a customer service rep is also very easy to get a hold of for assistance. Route is always extremely helpful in assisting our customers. The customer service is always quick, efficient, and professional. It’s easy to use the website to file claims and check on the status.
Whimsy + Wellness · unranked store
The service and products Route offers are great and add value for our customers and gives us, as the brand, great peace of mind. I've recommended Route to a bunch of others!
Legally Addictive · legallyaddictivefoods.com · top 100k store
route only replaced 5 packages for us in the last 6 months, our out of pocket for replacements is still astronomical because route doesn't approve MOST claims. their app has been removed from the google play store and we have received constant customer complaints about their lack of service. this company is a scam and shouldn't be on the app store
Restrained Grace · www.restrainedgrace.com · top 100k store
The representative contacted me back very quickly and was very eager to help. I wasn’t even a quarter into my website. Installation was a breeze. I love that my customers are protected. This is something I use often, myself. It’s easy to promote a product you trust and believe in.
Sandy Creek Apparel · unranked store
Route has alleviated headaches and hurdles that come with customer interaction. They've taken away the time spent tracking down every order for follow up, which has increased productivity in other areas needed. Route has been a great resource.
JONATHAN MANNION · shop.jonathanmannion.com · outside the top 100k
The Route Team provided excellent integration support and ongoing customer service for our team. On top of that, this is simply a technology that needed to be invented - well done on providing this essential service for modern D2C.
Duckworth · www.duckworthco.com · top 100k store
They installed it so easily and were nice to deal with when I couldn’t understand certain things. Now I can offer my customers shipping protection.
[REESEDELUCA]® · unranked store
We have not seemed to have any issues with the service and the customers who use it never complain. Being able to insure delivery this day and age is very important to many individuals and Families.
Adamsbuilt Fishing · unranked store
Route lets me not worry if my shipments will arrive at my customers' homes safely without the threat of being mislaid or stolen. It's just one less thing to worry about.
Acme Knife Shop · unranked store
Absolute rip off. My customer received her crystal which was damaged in transit at the tip. They claim it is only "cosmetic" because the item is still usable but that would mean any of my crystals technically would never be covered as all of the damage would be "cosmetic." Now my customer has paid for a service and they are being ripped off since Route won't cover it. Personally I feel like this is a big oversight on their part. Not all items damage the same way. Be cautious when downloading this and helping your customers be ripped off. NEW EDIT: as you can see in their answer below they did resolve my orignal issue but that is because I threatened to call the BBB on them, not out of the goodness of their heart. Damage is damage even if it is just a chip so their policies allow them to accept or deny claims at their discretion and I am assuming its usually denied. I cancelled them on my shop because they have changed a lot of their policies including that if a package is marked as stolen customers may have to file a report with the police. I have a lot of black customers and I would NEVER ask them to make contact with the police for something as little and stupid as a lost package when Shipsurance does not require this. I also just had an international customer have their claim denied which I am currently trying to dispute. He thought it was lost in customs so waited to file a claim in the hopes it would arrive and now they have denied him saying he waited too long. With COVID and extended wait times for international shipments it seems like AGAIN they just do not want to pay out for services they have been paid for. Absolutely don't deal with these people. They are a total rip off. Second edit: They will not cover my international shipment that was lost in transit. If I had insured it through Shipsurance for $0.70 I would have not had to pay out over $100 to my customer who spent THEIR OWN money on Route's product.
crystal cavern imports · sunbursttrading.com · outside the top 100k
We finally got a lovely person (Katie) to provide us some support and help regarding the appin the end. But by that point there had just been too many issues to make it worthwhile. First, setup is not easy or smooth. Secondly, they modified some things in our checkout process that we didn't want and we had to have them resolve it. Next, we see clients adding it (or having it default and them not deselecting it) so ok....But we never saw or got notice of when a new order was needed to be shipped to a client. It was not a painless, smooth or easy process that they lead you to believe when making their sales pitch AT ALL. It also required you to log on over to their site and see and track things there. Sorry, I don't see that making life any easier. Then I guess we had 1 maybe 2 orders with issues and they reached out to us and said that we were having too many issues and had to raise rates/change the setup as it wasn't working for them. What?!?! In the end, it didn't save us any time, energy or ease of frustration with order issues. Spent awhile looking around at other apps and we'll move on to one of them. If we are going to have the headaches anyways, then why are we giving them the money? Would give it a 1 star were it not for the help Katie was kind enough to provide in the end.
DopeBoo · unranked store
Are you guys still functioning? I have not gotten any response in 2 weeks. I am also looking at my dashboard and we have issues from December that have not been taking care of. Assist me that would be really appreciated
Bona Fide Flower · bonafideflower.com · outside the top 100k
Route's package insurance alleviates significant pressure that our CS team inevitably faces in facilitating customer complaints regarding package theft and carrier mishandlings. I see some other comments regarding poor service and perhaps there are some bad apples in the bunch. However, I am here leaving a comment specifically because of their EXCELLENT SERVICE. Sometimes a little patience, understanding, and information is all that is needed.
TALENTLESS · unranked store
This review is for both the Route app and one of their sales team members. I received a series of offensive emails from one of the reps. Their lack of professionalism reflects poorly not only on them but more importantly the company and platform. I hope other business owners do not have the same experience.
Good Wave · www.goodwave.co · outside the top 100k
Updating our review-unfortunately Route has had major bugs and customer service issues of late, and we are de-activating. The slow response times, denials for arbitrary reasons, and billing issues (double billing us multiple times) is worsening our customer service experience, not enhancing it. (ORIGINAL REVIEW: We had some initial bugs implementing Route, but customer support and partnerships teams have been very amenable to my suggestions for improvement, and finding creative solutions that fit our brand ethos and website user experience. We pay for full coverage so it's a little pricey. I will say that the customer paying for Route at checkout was problematic from the start, which is why we went with full service. )
needed. · unranked store
terrible service when it comes to covering the insurance cost which are lost. They stop replying or never do and doesnt make any sense to continue anymore with them as they cost a high percentage which is more then they state. --------------------------------------------------------------------------------------------Reply to your message: Thats not true. if in could send you a screenshot of what you guys charged my customers for each order those percentages are a lie. See screenshot in dropbox link below. https://www.dropbox.com/s/uyrqimr52irjnx0/Screenshot%202021-04-27%20at%2010.59.55.png?dl=0
DUEROS · www.dueros.com · outside the top 100k
So far, this is great. Most of our customers are using Route. Working with the Route team has been easy and seamless. The platform is very easy to navigate as well.
KORELIMITED · korelimited.com · top 100k store
Zoram, is the best customer service support at Route. Very responsive and follow up on your issue until it solves. Highly Recommend the app!
iFrenchy · unranked store
I can not say that I recommend this service. I used it for more than six months and during all this time I had THREE cases related to delivery problems. And only ONCE did Route cover the cost of the lost item. The last time I received an alarm notification from the post office about a parcel. Track number did not work. I wrote Rout's support and was told they couldn't help with it. Hundreds of dollars for six months to pay for the "service" is nowhere. Just weird.
dla dushy · dladushyvintage.com · outside the top 100k
Great service. Adoption rate among customers has been very low. But we love the service so much we are considering changing our model so that we pay for route coverage on all orders rather than leaving that decision up to our customers. The integration with Shopify is great. Looks professional and i believe is easy for customers to use. The Route triggered post sale communication with customers is perfect and on point re: letting them know how to use the Route coverage/file a claim.
The Christmas Light Emporium · thechristmaslightemporium.com · top 100k store
HIGHLY RECOMMEND! Get this app, it is a no brainer! It adds the trust factor that new customers need to buy on a random website! Even if you're an established brand, it's a great option/service to give your customers because of all of the craziness going on with shipping these days and theft of products on doorsteps. It costs you nothing and the customer has a choice to pay a minimal fee to get incredible protection, so you have nothing to lose. The app is not perfect, but they're trying to provide a great product that they're constantly improving as much as they can within the confines of Shopify's rules, are always very helpful and have great customer support. Give them a try and be patient if things aren't perfect right away. I've had Route since Summer 2020 and have definitely seen a boost in conversions and believe that Route contributed significantly to that increase in conversion.
QuikCamo · quikcamo.com · top 100k store
Route is a game changer. I love how easy it is for my customers to file claims and get a resolution. It's such a relief that the onus isn't on me, the business owner. Route is a must-have, especially if your AOV is in the hundreds. Couldn't be happier!
Kurly Klips · unranked store
I think there are many challenges in growing a perishable small business however Route gives us the insurance to withstand unforeseen circumstances .
All Fresh Seafood · allfreshseafood.com · top 100k store
There are thousands of apps available that promise to improve the customer experience by offering this bell, or that whistle. While many actually do what they say - Route is the only app we use that has been equally beneficial to the customer and the brand owner. It was incredibly easy to install, well supported and costs us exactly zero dollars per month. Route has improved our customer experience by making it easy for customers to obtain replacement shipments for products that are lost, damaged or stolen. At the same time, we've reduced our customer interactions for these events and cut our connected losses by a whopping 100%. (Let that sink in.) If you sell and ship products online, Route should be among the first updates that you make to your store - your customers and your bottom line will thank you.
Insane Labz · insanelabz.com · top 10k store
I appreciate the service for starters, it enables me to offer faster solutions to our customers than previously available. And Zoram and Shaylee have been so amazing to work with on the backend of things. Very communicative and capable.
Juniper Print Shop · juniperprintshop.com · top 10k store
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.
Live Fabulously · unranked store
Route is a Godsend for small business owners like us. We have had issues with the post office reliably delivering our packages and have lost a lot of revenue having to resend or refund orders. Being able to insure all our packages through route has boosted our confidence in sending out our orders. Thank you so much for this amazing service!!
Surreal Makeup · www.surrealmakeup.com · outside the top 100k
Setting up Route was easy and effortless, and our customers really like it. We weren't sure if it would be something they would use so we leave the toggle off and let them manually toggle it, and we've had a lot of customers add it to their order. It's been helpful for them to track their order and easy for us if any packages get lost or damaged.
Fire Cider · unranked store
Route is pretty much automatic and makes tons of sense for both us and our customers. We've replaced countless "lost shipments" so having Route for backup is really nice.
Tweaked Audio · unranked store
Let me start by saying this is a super cool idea and I applaud Route for it. Its something that in concept would be a dream for our company so thanks for dreaming this up Route!!! We started using this App October of 2020, to be honest it felt a bit like a good used car salesperson was selling this to us and everything seemed WAY To good to be true, but we were promised no this is for real. We signed up and it worked amazing for first 2.5 months as insurance. That being said the "used car salesperson" who sold us went dark after we set it up, when we finally located them they got very defensive and seemed hurt that we called them out for not helping us after they sold us the service, and we had 100 percent no support or anyone to reach out to till we continued to be a real squeaky wheel and then were assigned a "Customer Success Manager" "Customer Success Manager" felt a bit like going to the orthodontist where everyone is SOOOO Nice, and has the most amazing teeth you have ever seen and you are like Is this real??? Well like a really good yoga teacher our "Customer Success Manager" was great at platitudes and making it clear they were soooo sorry for the issue and would get it taken care of right away....then would be on vacation for long stretches and not take care of anything... once they returned they would forget our companies issue and we would spend considerable time bringing them back up to speed (mind you this is during a pandemic when our company is short staffed and stressed out trying to make outdoor gear safely in our workshop) And our CSM at Route would get very stressed out that we were frustrated with needing to invest MORE OF OUR VALUABLE time into something we had already told them about. The more we worked with Route the more it almost felt like a needy Child who we were needing to discipline and help shape but at the same time had to tread lightly as to not make them feel bad or to cause them to much work cause then it derailed the whole conversation and things we needed done would not be able to get done. We have been in E commerce 17 years. And as a Small business our customers expect responses from us fast, over the time we have been in business we have seen customers go from a 24 hour email response being seen as fast to them needing it instant through text or chats. When we were sold Route as a solution to our Shipping customer service issues (which to anyone in E commerce we can all agree are lots of the questions we all handle daily) we expected to have quick and reliable customer service from Route as well since they were selling an e commerce experience. Anyone reading this in e commerce can predict when the most shipping is going to be happening and hence the most Customer service needs : ) Well a very large issue for us with Route was Dec - Jan of 2020 much of the Route Team was out getting rad (skiing and doing great things with Family) that I would have loved to be doing myself albeit there was a pandemic and I was stuck triaging to my customers why their claims where not getting processed and my questions to Route where getting auto responses of being out on vacation. While I applaud work life Balance not being able to balance your staffing needs and that is unacceptable, especially for a company to be selling a product to take customer service stress from small businesses and then not really follow through. As I was told my the used car salesperson in our initial sales person "E commerce never sleeps" I could not agree more and as a company servicing that sphere you should structure your claims and customer service people so there is always someone available to help customers 24-7 Late in 2020 Route also changed their terms of use policy very discretely and stopped reimbursing the merchant for the cost of shipping which is very large on our products. This was never publicly addresses in any emails to clients and just processed by changing their website page where they have their terms of use, when I asked about this our rep got very angry and said it was our fault for not paying attention to their terms of use changing. On top of this they also changed how they processed the claims, prior they would sit on them until approved then someone would reorder from route, on their route credit card and we would see a new order with a route billing address to know it was a claim, then without any notice (Aside from the aforementioned change of use policy page on their site) they started putting every claim through as they were filed and we would see an order come in but sometimes paid for other times not paid for, our team would ship an item assuming it was a new order or had been approved as the old route claims worked only to see the claim denied and not paid a week later. To keep training our team to watch for the changes in Route became to much to handle for us. I was told in March of 2021 that this changed back perhaps again so they are reimbursing shipping but honest I don't know anymore and got tired trying to keep up with these folks. Last straw was when we uncovered a glitch in Route. As of March 2021 we have put 1.5 months into working with them on it to have a response that they don't know what is going on. This glitch will overcharge clients double or more in the insurance on occasional orders so we see a $389 Route on one order charges $4.95 for insurance and then a customer reorders and sees insurance of $10.95 or so. I run my business by honestly and while I understood there may be a glitch will say Route did nothing to fix it or address this or to publicly admit there was a glitch to their customers. In fact again they threw this back at us (Actually our customers) for going to fast through checkout and that this was the only way they could replicate the issue and had bigger problems to fix than this, Literally this is what our CSM told us! So apparently its never routes issue, always someone else's fault, and oops don't give them real life feedback or they get their feelings hurt, and they own this huge business but don't have to take the same stress the rest of us business owners do cause, they don't want to? In the days of big tech, VC Capital etc as a USA Manufacturer of High Quality goods perhaps I am just Old School but if I had this much investor Money I would be racing to address these glitches before I continued to push my Used car salespersons to keep collecting more and more accounts, clearly there is not enough roots behind the growing tree above and its becoming more and more unstable. Giving 1 stars instead of 0 only because I do really think Route is onto something but needs to grow up and learn customer service and hard work but then could be a super awesome product and I hope someone with time makes their own shipping insurance company as its a great idea if you have the backbone behind it to support it. In closing I want to note Route has given incentives for others to give them good reviews and this I find dishonest and did not do, instead this is our real life experience
Organic Climbing · organicclimbing.com · top 100k store
Loved it at first, but I do not like the new way they handle claims and refunds. We got the app to take some of the burden off of our small team when it came to filing claims. Now they have made more work for us on the reporting end. Looking for alternatives.
United Apparel Liquidators · store.shopual.com · outside the top 100k
Probably the worst app I've ever attempted to use. And their customer service is also not the best. I emailed them for a month as the app was bugging my checkout flow and I lost sells due to them, but I still wanted to use the app and their answer after making me wait this long was "I have just asked the implementation team about this issue and they let me know that it won't be fixed anytime soon considering the backlog of bugs currently in queue. They are also having a difficult time replicating the issue so it will take a while to fix. I don't have an ETA from them on when this could be fixed. I'm terribly sorry about that, but I will keep this ticket in my "on-hold" queue and let you know when I have any updates." A literal "we don't care!".
Banana Split DK · unranked store
This app has been amazing! It has removed a lot of customer service issues off of my team by offering insurance on the package. Route handles the customers claim and allows my team to focus on sales and shipping!
Tack Wholesale · www.tackwholesale.com · top 100k store
I use this app to provide insurance and troubleshooting services to my customers with regards to shipping and tracking. For the price, it is an amazing app that has saved me support time when it comes to shipping, I highly recommend it.
Luceras · unranked store
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.
ÉLÉVATIONE · www.elevatione.com · outside the top 100k
At first the app worked great (early 2020) and there was Merchant support and even a phone number at that time but now no phone number and emails take days even a week for a response. Over the last 6 months the claim dashboard has issues and trying to file the claim is broken. Even the customer gets an error message trying to file the claim. If you have multiple items in the shipment, you have to add photos of every single item so for a box of 100 tiles that arrive broken, you have to add the photos 100 times! One claim was denied for a damaged table top saying it was cosmetic. I only give it 2 stars as it has potential but lacks people that can respond to emails (no phone number is available for any help). They rate a F with the BBB which tells it all. Read the reviews there.
Estancia Tiles · estanciatiles.com · top 10k store
Terrible app. I have barely had this app for a month and it is terrible. I received several emails to update my billing (which does not even make sense as there have been NO changes with my billing), I try to login in to see what the issue is and I get an error stating there is no account associated with my email. HUH? HOW? I went through my list of emails and nothing. I send in a support request (mind you, it took 5 days to get any sort of response from customer support) and they say the only email they have on file is THE ONE I HAD TYPED IN 5 TIMES. Absolutely ridiculous and frustrating and now I have tons of orders with no package coverage because of this terrible app.
Peachy Pup Co · unranked store
Had to delete. It automatically adds to the order and you have to go back to the cart to remove it. In order to not have it auto add to cart they said it would take 3 days. It should be a click of a button either to have it auto add or not. Also it being considered a "product" in my shop got my facebook catalog denied. Great times.
B&B Gifts · unranked store
Beyond frustrated with this app. First, it has been causing checkout issues for my customers from day one. If they selected Route, their entire cart would empty! When I contacted support I got the run around for months with them claiming it must be something else on my website. Eventually Shopify Theme Support was able to pinpoint the problem code and prove it was Route's coding that had been causing the issue. Even though I was able to provide the exact coding issue and tell Route support exactly how to replicate the issue, it still took weeks for them to resolve it. Then there's the whole reimbursement thing. Route issued a refund to one of my customers in November, and I have yet to receive the reimbursement for it! Once again, getting the run around from billing saying they paid it, without being able to provide one shred of proof that they have (transaction number, date, amount, etc.) All they can show is they were supposed to reimburse me, which I agree with. However my bank account shows they never did. Been trying to resolve this issue with billing for far too long! Their support is not helpful and I'm tired of getting the runaround. At the end of the day, your customers are still going to come to you if there's a shipping issue, so may as well handle it on your own and save yourself the extra headache.
Wishes Craft Shop · unranked store
Their customer service is horrible. They approved a claim, but are dragging their feet when it comes to payment. Ongoing for 3 weeks now. Update: It took a while, but they finally assigned an account rep who helped with the refund as promised. Hopefully I won't have another issue but it I do, she has said I can contact her directly.
GeffenBaby.com · geffenbaby.com · top 100k store
Really great concept, super friendly staff call and very personable. I spoke to a executive success manager, after installing and was quite literally impressed, I wish I had thought of this idea. I do plan on working on implementing it on my store as I do offer returns and often stolen packages are a process that I do not want to handle, they don't charge you anything, they are very transparent and always have your interests in mind, I mean any question I asked, was answered promptly during my call, and I felt that after discussing the pros and cons, and reading positive and negative, it seems like they were just starting, just had a rush of black friday orders, and some application downloaders didn't really care? I mean, don't forget how much a 1 star effects your store guys, so at least look at the idea, see if they do help, from what I experienced, as a shipping solution, this provides your customers tracking, peace of mind (social proof in a way) , very modern look, the team will integrate it for you and to your theme's design and well... I think it's a great shopify app for those looking for an application for shipping policies and avoiding fake shipping reports, scams, and even real claims! 1 Less thing you need to do and 1 more thing they need to do for you, and they are happy to do it! So, give them a DL!
Alphatox Premium Fitness Teas · unranked store
They do not pay legitimate claims. Process is hard for YOUR customers to follow and if YOU (the Shopify Store) resolve the customers problem, Route will not. Route expects your customer to go to Route, not to your store for resolution. No one does that, nor does that make for good customer service from your stores' perspective. If Route mistakenly refunds when they were supposed to place another order the will not correct. Their customer service is very "bro cultured:" unresponsive, repeats their "terms and conditions" rather than listening. HORRIBLE experience. Out of 7 claims over 2020 Holiday season they did not resolve one.
CharlieCurls · unranked store
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.
Del Bello's Designs · unranked store
I'm very happy with the quick responses I get from our account rep when I have questions or issues with a claim.
American Teething Supply · unranked store
Terrible experience. The app is glitchy, it doesn't handle well order edits. Customer service doesn't reply or sends canned answers. And when a package is lost they DON'T pay! There's always an excuse. I have been dealing with them for 2 months to get paid for a claim. And they didn't approve another claim that should have been. I am pulling this app out of my store.
Astral Spot · www.astralspot.com · outside the top 100k
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.
Erin Elyse Custom Engraving Company · unranked store
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.
Andar Wallets · unranked store
Ahseante is amazing! Always responds and helps us whenever we have any questions or need assistance! :)
Pandora Las Vegas · unranked store
App works great and their team is awesome for customer service. Ahseanté was very informative and a huge help.
To The Stars Inc. · unranked store
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.
Sloppy Chops Co · unranked store
Route provides great peace of mind for customers at reasonable rates. Customer service is available and ready to assist as needed.
Kentucky Roadshow Shop · unranked store
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.
AndaSeatCanada · www.andaseat.ca · outside the top 100k
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.
Asher Golf · www.ashergolf.com · top 100k store
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!
Two Brothers Toffee · unranked store
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.
lojobands.com · unranked store
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!
TokTok Beauty · www.toktokbeauty.com · top 100k 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.
Poppyseed Play · poppyseedplay.com · top 100k store
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!
norm. · unranked store
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.
Rustic Sinks · rusticsinks.com · top 100k store
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.
Knock Pods · unranked store
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.
Shining-Gifts · unranked store
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.
Frozen Garden · www.thefrozengarden.com · top 100k store
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.
Copper Pearl · copper-pearl-2.myshopify.com · top 100k store
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!!
Your Oil Tools · www.youroiltools.com · top 100k store
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.
Striker Brands · unranked store
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.
SUVA Beauty · www.suvabeauty.com · outside the top 100k
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!
Faux Leather Wholesale · unranked store
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.
Blaze DVDs · blazedvds.com · top 100k store
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.
Coconu · coconu.com · top 10k store
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.
Gone Country · unranked store
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.
Epica · epica.com · top 100k store
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.
Hakuhodo USA · hakuhodousa.com · top 100k store
We use this app to bring our customer more confidence in our services and shipping... It has increase our direct sales! It if fats, reliable and defenetly useful! Highly recommended!
Serendipitylif3 · unranked store
Route gives our customers reassurance that if anything was to happen to their order they will be taken care of. Their rates are affordable and their claims process is quick and seamless.
House of Intuition · unranked store
This app is amazing! It gives my customers a peace of mind when ordering from my shop since they're able to purchase affordable insurance. It is SO easy to use!
hi,aria · unranked store
Since the moment I started using Route Shipping Insurance I was happy for my customers as its the best option for them. in addition, we have peace of mind as a business because we know we are offering a star class service to all our customers worldwide. Once you add this app to your shop you will be in great hands!
ILLARIY · www.illariy.com.au · outside the top 100k
This is a great way to avoid potential chargebacks from something that is above your control such as damaged items on arrival, stolen, or even lost packages. The claims process is simple and easy. I also love the fact that they send emails to customers as well if they purchase Route during checkout.
Sultry Slay Boutique · unranked store
Route is great for the customer and shop owner to simply the process or lost packages, which happen with every online store.
Vertiball · www.vertiball.com · outside the top 100k
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.
pslatecustoms · unranked store
Awesome concept and so easy for our customers to use. We have international shipments and it just eases their mind. Sooo easy to get it connected to our store. Thanks! Clarissa
C2CleanBeauty.com · unranked store
Due to the known ongoing delays with couriers impacted being by covid-19, one of our customers had unfortunately been waiting for a long amount of time to receive their parcel which appeared to be lost in transit. We then raised our first claim request with Route on the Dashboard area and waited for an update. We didn't receive an email or notification so we kept checking each day and later found by the end of the week the case was closed without a resolution for our customer. As this caused confusion since there was no feedback given to why the claim was closed without any details, we raised a support ticket with Route. We later received an email reply from Jordan at Route explaining the the claim case was closed assuming there was recent tracking information which wasn't the case. We also found our customer wasn't contacted by Route either. We expressed our concerns around this since there was no movement in the tracking and the customer had already been waiting close to two months. We also mentioned to Jordan that Route's Dashboard didn't allow us to add any comments / notes upon raising the claim. Jordan was very understanding and got right on it to investigate further. She also promised to contact our customer and get back to us with a resolution. A few days after, we heard back from Jordan confirming she was able to resolve the issue for our customer with a full refund. We were very pleased with the professionalism and outcome that Jordan was able to provide in a quick timely manner as well keeping to her promise. Our constructive criticism to Route's service would be updating the Dashboard to load quicker, an area to allow us to add notes / comments, have visibility on what is being communicated to customers, and receiving email notifications when updates have been made to the claim case. Overall we haven't had any other issues with Route and highly recommend their service. Thanks again also to Jordan for resolving our case.
WickyDeez · unranked store
I love how easy this app is to install and use. It gives me peace of mind when customers purchase the shipping insurance especially with the shipping delays occurring right now. Highly recommend route.
Bella's Basket · unranked store
I was so happy to come across this app from a product I ordered from another company. I immediately looked for it and it's been almost a year since we have been using Route. We love it, the app gives the customer confidence that their package is protected and if something happens the ease of us filing the claim on their behalf. 99.8% of our customers opt-in for the app. The company is responsive and easy to reach by phone or email. I highly recommend Route.
European Deli · europeandeli.com · top 100k store
Route has been very easy to deal with and has great customer support. I did have an issue with the initial claim I filed, but the follow up was incredibly fast and was handled to my satisfaction. I would recommend Route to anyone shipping. The claim process is very easy- I typically file claims on my customer’s behalf and their turnaround time to resolving claims is fantastic (within 24 business hours).
Freeze Co Beauty · www.freezecobeauty.com · outside the top 100k
Initial experience was great! The service was exceptional and helped us tremendously through the 2019 Holiday season. Our connection broke sometime in early 2020 and we didn't notice until May (we didn't have any shipping issues). I was surprised no one from Route reached out to us regarding the disconnect from our website. We recently had our first claim in months and it has been a nightmare. ZERO communication from Route. The dashboard doesn't work (well, maybe if you let it load for 15 MINUTES!). Hearing back from customer service took almost a full week.
Brooklyn Slate Company · unranked store
Route is an amazing company. They have great customer support, with us and our customers. We don't ever have to lose money if our customers have shipping issues. It is just one last thing we have to worry about. The best part is that it is free. As a merchant, we don't pay any fees. I highly recommend this company to anyone that has an eCommerce business.
LAKI ACTIVE · lakiactive.com · top 100k store
The Route app is very easy to use and adds great value to our website. We have had a good amount of customers use this app.
BuddyLove Clothing Label · buddylove.com · top 10k store
Route has been super helpful for us. Has cut down our customer service time and helped our customer experience. Always improving to make better!
Freestyle USA · www.freestyleusa.com · top 100k store
Game changer!! Gives my customers peace of mind with all the USPS issues here lately and is a very affordable option for everyone!
Allie Katz Boutique · www.alliekatzboutique.com · outside the top 100k
My customers and I love this option! the app was VERY easy to install and to work. It gives my customers and I peace of mind at a very affordable cost! Thank you!
Urban Comfort Apparel · unranked store
They take money from the customers only to provide excuses when it comes time to fulfill a claim. Route has done nothing other than steal from my customers, and me. I highly recommend avoiding this company!!!
Black Tie Group · unranked store
Our AOV is $250 so considering - happy to not have to deal with lost shipments anymore because they can be expensive.
Domio Sports · unranked store
Route has been pretty quick to resolve any customer claims that are filed, usually having the order re-ordered within 24 hours time frame. Customer is happy they're covered in case of lost or stolen parcels, we're happy that it's an extra revenue stream for all lost/stolen shipments.
Zeal Generation Inc · unranked store
We have been using Route for a few months now and have found it very useful. Almost no hassle on our end, and solves some headaches when packages go missing/are broken. In most cases the claims are approved without ever needing any action from our end other than referring the customer to the claims link.
HockeyStickMan · www.hockeystickman.com · top 100k store
Route has saved us SO much time in customer service and provided our customers more security when shopping on our site. Route is an absolute MUST-HAVE and I wish we had learned about this service sooner! 5 stars!
The Lace Cactus · thelacecactus.com · top 100k store
I needed a back up plan to protect my customers against the ever growing lost and damaged USPS packages. This was an easy integration, and hassle free on my end for customers to file claims. I am very happy with this app!
JUGGZ Tumblers & Accessories · unranked store
This app really gives my customers peace of mind when they make a purchase with my company. We love it and recommend it! I feel that without it people are more hesitant to purchase my products because they can be damaged in the mail so easily.
3 Plus Me · unranked store
Satisfied after 6 months. We've kept a sharp eye on claims, turn around time, and customer satisfaction using route. We've filed ~ 12 claims in the past 6 months and have not had any customer complaints. Turn around time is OK ~ 2 business days. Recommended based on our current experience.
Hogy Lure Company Online Shop · hogylures.com · top 100k store
Great app! Easy to work with and customers love it. They have been personable with any issue experienced
Witch's Way Craft · unranked store
Very easy to use and locate information. Route has been able to cover 99% of our customer's shipping issues in a timely manner. Great option for a business and customer!
Dae Hair · unranked store
Great app. My customers have had no complaints so far and it seems fairly easy to add and use if necessary.
Mineral Gypsy · unranked store
Their customer service is very reliable and responsive. Integration was easy and the app is very necessary for small businesses who cannot afford to always refund or send out replacements when USPS loses the package! definitely a must have app :)
Nicolette Shapewear · unranked store
Route has been helpful when USPS has lost customer's packages and much appreciated as an option from my customers and myself as the business owner.
The Humming Arrow Boutique · thehummingarrow.com · outside the top 100k
This is a must have app. It covers you and your customers damaged, lost and stolen packages. Saves time and money for you and your customers. Super fast and they handle everything after a few quick questions.
Mr.Nola's Glitter · unranked store
This app came in very handy when dealing with missing packages! Prior, we were constantly back and forth with the post office and the Route claims process made it very simple to come to a resolution. Super seamless platform.
Mixology · www.shopmixology.com · top 100k store
My company implemented Route onto our website a year ago and it has been an integral aid in our customer experience. The integration was very quick and the support team has always been expedient.
WANDRD Gear · www.wandrd.com · top 10k store
I love the piece of mind this gives me. As well as the piece of mind it gives my customers. Knowing the items I’ve worked hard to package are being covered. Wouldn’t go without it.
BowHive · unranked store
No more fighting with the post office over missing scans! Route gives me and my customers the peace of mind we need, and the billing process is a breeze.
The Snuggly Geekling · unranked store
Route is really great! Their team is responsive and they do not give trouble honoring their insurance commitments. Our customer love the piece of mind that comes with having Route as a Shipping Insurance option! Thank Team Route!
1Sale Deals · shop.1sale.com · outside the top 100k