Route Protection and Tracking

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.

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!

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

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.

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.

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.

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

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.

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.

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!!