Route Protection and Tracking

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...

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.

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

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.

Quick responses and exceptional staff! We're always satisfied with the help we receive from the Route team.

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!

Agent resolved my issue promptly and expeditiously.

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

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.

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!!!!!!!!!!!!