Route ‑ Protection & Tracking

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.

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.

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.

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.

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.

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

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.

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.

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.

Customer service is impossible! It used to be good, but now you can't get anywhere.