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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.
Hi there,
We are so happy to hear that your customers are adding Route, that our team has been easy and seamless to work with, and that the platform has been easy to navigate!
We feel very lucky to work with your team and protect your one-of-a-kind mission and products.
Should you run into any future questions, feel free to reach out to us at: https://help.route.com/hc/en-us and we'd be happy to help however we can!
Hope you had an amazing weekend,
Jordan, Customer Service
There have been more customers buy this than I expected. Seems like customers (and us) see a lot of value in the insurance since it is so cheap to get. Excited to keep using this for our business!
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.
Hi there,
Thanks so much for your invaluable feedback. We pride ourselves on offering top-notch customer service, and we are so sorry your experience fell short. We'd be happy to look into your customer claims and assist however we can.
It appears that out of the three claims filed, that one was filed outside of our coverage timeframe, the second case was closed as the customer told our specialist the package arrived safely after filing, and the third claim is still awaiting a response from the customer regarding updated tracking information. We've had an agent reach out to the third customer to make sure they're taken care of as soon as possible.
Since Route covers packages in lost, stolen, and damaged cases, we do require accurate tracking for all packages filed so we can ensure each situation is handled accordingly and within our coverage timeframes. As for the first claim not covered, per Route protection policy we do have certain timeframes during which a claim should be filed. An overview of our detailed coverage policies can be found here: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies as well as deadlines to report issues here: https://help.route.com/hc/en-us/articles/360050129513-Deadlines-to-report-an-order-issue.
Our sincerest apologies for any confusion caused regarding Route's protection parameters and required tracking on all packages. If you feel that claim denial was made in error, or you have any questions regarding our policies, please reach out to us at: https://help.route.com/hc/en-us and we'd be happy to revisit the claim or clarify further.
Hope you're staying safe and healthy,
Jordan, Customer Service
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
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.
Hello,
Thank you for writing this wonderful review! We're happy thrilled to hear you have a good experience using Route! Route prides itself on offering great peace of mind for merchants and their customers through our package protection and world-class customer service! We feel very fortunate to partner!
Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help!
Have a great day,
Bianca, Customer Service
This app is great, and a no brainer for any retailer. Any opportunity to offer the customer more protection on their order for no cost to the merchant is great. Amazing support staff and simple integration completed by Route
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.
Hello there,
Thank you for this wonderful review. We are happy to hear you have had a positive experience using Route. If you ever have any questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help!
Best,
Bianca, customer service
Route has been great to work with. From their customer service team, to their product, it's been awesome for my store. It's helped me increase conversions and help my customers feel safe when ordering through our store. I'd recommend Route to any store!
Good evening,
We are so glad to hear you’ve had great experiences with both our customer service and product teams! We truly enjoy working with you and your team and feel fortunate for the opportunity.
Should any questions or concerns arise in the future, please reach out to us at merchantsupport@route.com and we’ll get you taken care of as soon as possible.
Warm regards,
Jordan, Customer Support
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.
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!
Hi there!
Thank you so much for taking the time to comment on these amazing experiences. We are so glad to hear it has been going smoothly!
If you would like to submit any other feedback or have other questions, please contact us here: https://help.route.com/hc/en-us and we will be there to assist!
All the best,
Leea, Customer Service