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Does not uninstall and still on my store. STAW AWAY. can some one help take this app off my store?!
Hi Reine,
Thank you for bringing this to our attention. We are sorry for any confusion on uninstalling Route. I would be frustrated if I was in the same situation. We would be happy to guide you on this matter. If you reach out to our Onboarding team, they would be happy to help you! https://help.route.com/hc/en-us/requests/new?ticket_form_id=360001446393
I also see we tried reaching out on 1/5/22 and you can reply to that email if that is easier. We want to make sure we are able to help you remove Route from your store.
Thank you for your patience and we look forward to hearing from you!
Best,
Bianca, customer service
I tried to get this installed on my site. They requested access as a collaborator which I gave them. I had problems with figuring out where the app was supposed to show up on my site. I emailed them multiple times with absolutely ZERO response and so I had to remove this from my site.
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
Hi there,
Thank you for relaying your experience to us. We are so sorry to hear you’ve had trouble contacting our team and using your Dashboard. We’d love to do everything we can to support you.
It appears we’re not showing any correspondences from the email we have for you on file. Our sincerest apologies if there was any confusion caused regarding the best points of contact for support. We have reached out directly to the email address on file, so feel free to respond back on that thread or reach out to us directly at: merchantsupport@route.com.
Additionally, while we experienced some delays in responses a few weeks ago due to a backlog of issues filed, our response times have since returned to our usual 24-48 business hours.
Again, if you are still running into any Dashboard questions, or have any other questions or concerns, please respond to our email or contact us at merchantsupport@route.com. We’ve notified our team to be on the lookout for future messages from your team so we can get you taken care of as soon as possible.
All the best,
Jordan, Customer Service
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.
Hi there,
That's unusual, so thank you for bringing this to our attention! At Route, we pride ourselves on offering world-class customer service, and we'd like to dig into why installation was short of seamless in your experience. We’d like to take a closer look and help with any questions that come up while adding Route to your site. You can contact us at cms@route.com and we'd love to help any way we can!
All the best,
Bianca, Customer Service
They have detailed instructions for installation making it easy to use
Hi there,
We appreciate your positive review! We're so glad that you've found Route’s installation process easy to use. If there's anything else we can do to help support your business, please let us know.
Have a great day!
Skylar, Customer Success
Does not uninstall, code is still on website. No instructions. Should not be allowed in app store. Stay away.
Hi there,
Thank you for bringing this to our attention. We are sorry for any confusion on installing Route. We can definitely see how frustrating that could be. We would be happy to guide you on this matter. If you reach out to our Onboarding team, they would be happy to help you! https://help.route.com/hc/en-us/requests/new?ticket_form_id=360001446393
I also see we tried reaching out on 1/4/22 and you can reply to that email as well.
Thank you so much for your patience and we look forward to hearing from you!
Thanks,
Bianca, customer service
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.
Hi there,
Thanks so much for your candid feedback. Route prides itself on offering world-class support and communication to our merchants across all departments, and we're so sorry to hear your experience fell short.
Our sincerest apologies for any misunderstandings or miscommunications caused. We work hard to ensure that all Route communications are in line with our company's brand and that our merchants always feel informed and supported in our conversations with them. Your feedback has been passed through all the appropriate channels, and we appreciate your willingness to share.
Should you have further feedback, or have any other questions for Route, please feel free to reach out to csm@route.com and we'd be happy to assist however we can.
Hope you and yours are staying safe and healthy,
Jordan, Customer Service
Hi there,
Thank you so much for your positive review! If you ever need anything, feel free to reach out. We appreciate your support!
Have a great day!
Skylar, Customer Success
I love using Route. I can’t wait to implement this with my customers
Hi there,
This made our day! Thank you so much for your support—we’re thrilled to hear that you’re loving Route. If you have any suggestions or feedback in the future, we'd love to hear it.
Best,
Skylar, Customer Success
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.
Hi there,
This made our day! Thank you so much for your support—we’re thrilled to hear that you’re loving Route. If you have any suggestions or feedback in the future, we'd love to hear it.
Have a great day!
Skylar, Customer Success
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!
Hi there,
Thanks for this great review! We love that Route’s been able to help support your business! If there's anything else we can do, please let us know.
Have a great day!
Skylar, Customer Support
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.
Hi there,
Thank you for your feedback! We're so glad to hear that partnering with Route has saved you time and hassle when dealing with shipping issues, and that you've enjoyed working with one of our fantastic CSMs, Justin.
We appreciate your partnership, and hope you have a wonderful day!
Skylar, Customer Service
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!
Hi there, we sincerely apologize for any issues you may have experienced with Route. Our number one priority is to assist directly with any shortcomings and ensure that any issues are rectified. A member of our team will be contacting you within the next 1-2 business days to discuss how we can address and resolve this issue.
If you have any further questions or concerns, we encourage you to reach out at any time through our Help Center or live chat via your merchant dashboard: https://route.com/help-center.
All the best,
Skylar, Customer Support
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.
Hi there, we deeply apologize for the unfortunate experience you had. Our utmost priority is to assist directly with any shortcomings and make things right for you. We will be contacting you within the next 24-48 hours to discuss how we can address and resolve the issue. If you have any further requirements, please feel free to reach out at any time through our Help Center or live chat: https://route.com/help-center.
All the best,
Leea, Customer Service
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.
Hi there!
Thank you so much for your amazing review! We're thrilled to hear that our app has been a valuable tool in reducing customer service costs and addressing carrier issues effectively. We greatly appreciate your continued support, and our team is ecstatic to know that we've consistently provided you with positive experiences. We'll keep working hard to deliver excellence in our services.
Best regards,
Leea, Customer Service
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.
Hi there! We are sorry to hear about this experience. We strive to provide our collaborators with professional and respectful service and we apologize if we fell short of those expectations as well as for any inconvenience caused by our follow-up.
We appreciate your feedback and will take this as an opportunity to review our communication and collaboration processes to ensure that we are providing a better experience for our collaborators in the future. If you run into any other questions or concerns you can reach out to us via our Help Center here: https://merchants.help.route.com/hc/en-us. Our team will always be happy to assist!
Take care,
Leea, Customer Service
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,
Hi there,
Thank you so much for sending in this feedback, this is amazing! We are pleased to assist every step of the way.
If you would like to submit any other feedback or have additional questions please contact us here: https://help.route.com/hc/en-us.
All the best,
Leea, Customer Service
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!
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.
Hi there,
Thank you for this feedback! We are glad to hear our Track and Protect features have been beneficial to both you and your customers.
Our Support team is ready and happy to assist should you like to discuss opt-in and opt-out features further. You can contact us here, https://help.route.com/hc/en-us, at any time!
All the best,
Leea, Customer Service
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.
Hi there,
Thank you for taking the time to send in your feedback. Our sincerest apologies for any miscommunications during this process, and I am more than happy to help!
After review, it looks like our team was able to assist you with your reimbursement questions and requests! However, our team is ready and here to assist further if you are still seeing issues or concerns with those funds.
You can contact us through this link: https://help.route.com/hc/en-us and we would be glad to clear up any of those questions or concerns with you!
All the best, and take care,
Leea, Customer Service
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!
Hi there,
Thanks for taking the time to reach out. I am sorry you had a delayed response regarding your banner! I do see one of our agents was able to get you taken care of. We appreciate your patience on the matter and please reach out if you have any further problems regarding your banner. Thanks and enjoy your day!
Best,
Bianca, customer service
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.
Hello there,
Thanks for taking the time to reach out! I am sorry you have had any problems with your onboarding experience. I do see we responded on April 1, 2022, with a possible solution. If that doesn't work, please respond back to that email and we would be happy to help you further.
We appreciate your patience regarding your onboarding and look forward to hearing from you.
Thanks,
Bianca, customer service
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.
Hello there,
Thank you for reaching out. We are sorry you have had trouble reaching out to someone to answer your questions. I do see we had to have our billing department look over those charges for you and a customer success manager will be reaching out to go over any discrepancies. You can also access your billing information here: https://dashboard.route.com/admin/reimbursements
We truly appreciate your patience and will be talking with you soon!
Best,
Bianca, customer service
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
Hello there,
Thanks for the kind words! We're happy we were able to find a solution to your installation problems. We pride ourselves on giving a high level of support. 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!
Thanks,
Bianca, customer service
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.
Hello there,
Thanks for taking the time to reach out. We are so sorry you have had a rough time installing Route. We can understand how frustrating that can be. If you are still not fully installed, please reach out to CSM@route.com. Our team would be happy to help you finish getting that set up.
If you have any other 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!
Thanks,
Bianca, customer service
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.
Hi there,
Thanks for the kind words! Route prides itself on offering world-class customer service and we are happy to hear we have been hitting your standard of support. If you come across 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!
Thanks,
Bianca, Customer Service
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.
Hi there,
Thanks for taking the time to write this review! We are thrilled we have been able to provide excellent customer service. Route prides itself on offering peace of mind for merchants and their customers through our package protection and world-class customer service!
If you come across 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
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.
Hello,
Thanks for writing this review! We are happy to hear we have provided good customer service for you. Route prides itself on offering peace of mind for merchants and their customers through our package protection and world-class customer service!
Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us
Best,
Bianca, Customer Service
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.
Hello there,
Thanks for the kind words! We are happy to hear you have a good experience using Route as a customer and retailer. If you come across any questions, don't hesitate to reach our team at: https://routeapphelp.zendesk.com/hc/en-us. We'd be happy to help!
Best,
Bianca, customer service
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.
Hello!
Thank you for taking the time to write this kind review! We strive to give world-class customer service and we are happy we are hitting your standard. 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!
Best,
Bianca, customer service
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
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.
Hello there,
Thank you for taking the time to write a review. We are sorry to hear you haven't had a good experience using Route. We would be happy to clarify any confusion. Route will refund the order subtotal and taxes to the customer's original payment method, and issue a reimbursement to the merchant for the same amount. If you have more questions on how this works you can use the article here: https://help.route.com/hc/en-us/articles/360055934194-Route-Order-Issues-Resolution-Resolve-via-Platform-
However, you definitely should not have 15 charges on your card. If you could email us at csm@route.com, we would be happy to look into this matter for you. We appreciate your patience on this and we look forward to hearing from you.
Thanks, and enjoy the rest of your week!
Best,
Bianca, customer service
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!
Hello there,
Thank you for taking the time to write a review. We are very sorry about the experience you have had using Route. We would be happy to clarify any confusion. Route will refund the order subtotal and taxes to the customer's original payment method, and issue a reimbursement to the merchant for the same amount. If you have more questions on how this works you can use the article here: https://help.route.com/hc/en-us/articles/360055934194-Route-Order-Issues-Resolution-Resolve-via-Platform-
We appreciate your patience on this matter. If you would like further clarifications or a reassessment of any claim, please reach out to us at: https://help.route.com/hc/en-us and we’d be happy to assist.
Thanks and have a great day!
Best
Bianca, customer service
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.
Hello there,
Thanks for the review! We are happy to hear you haven't any problems. If any problems should come up, please don't hesitate to reach out to us at https://routeapphelp.zendesk.com/hc/en-us.
Thanks,
Bianca, customer service
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.
Thanks for taking the time to write the review! We're pleased to hear you are having a great experience using Route. We are proud we are able to hit your standard of support.
If you come across 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!
Have a wonderful day,
Bianca, Customer Service
I love Route and the protection that it provides for not only myself but my customers as well. Thank you!
Hello there,
Thanks for writing this review! We're happy we are able to provide peace of mind for merchants and their customers through our package protection and world-class customer service!
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!
Best,
Bianca, customer service
"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."
Hello there,
Thank you for taking the time to write this great review. We're happy to hear you have had a good experience using Route! We appreciate your engagement with our Newsletter and are thrilled you enjoy the content.
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!
Best,
Bianca, customer service
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.
Hello,
Thank you for taking the time to write this kind review. We're happy to hear you have a good experience using Route! Route takes a great deal of pride in offering great peace of mind for merchants and their customers through our package protection and world-class customer service!
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 nice day,
Bianca, Customer Service
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!
Hello,
Thanks for taking the time to write a review! We are sorry there was a delay in getting you installed. We can understand how frustrating that can be. If you are still not fully installed, please reach out to CSM@route.com. Our team would be happy to help you finish getting you setup.
If you have any other 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!
Thanks,
Bianca, customer service
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.
Hello there,
Thanks for taking the time to write this review. Route prides itself on offering world-class customer service! We are sorry to hear some features aren't to your standard. If you have any concerns or suggestions, we would be happy to take them at: https://routeapphelp.zendesk.com/hc/en-us
Thanks for the feedback and reach out if you need anything else!
Enjoy your day,
Bianca, Customer Service
The app was installed okay and works. Customers are just not using the service. https://www.kinkytoy.store/
Hi there,
We're sorry to hear your customers have not been using Route as much as you had hoped. Thank you for bringing it to our attention. At Route, we pride ourselves on offering world-class customer service, and we’d like to take a closer look and find the best way to make Route work for you and your customers. Please contact us at cms@route.com and we'll help any way we can!
Have a great day!
Bianca, Customer Service
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.
Hi there,
Thanks for taking the time to share this feedback. I am sincerely sorry for any frustration the variants may have caused. While it is possible to change the SKUs, the variants cannot be changed. I apologize for any inconveniences this may have caused.
We’d be happy to help you with any questions you have regarding Route related to this or any other issue. You can contact us at cms@route.com and we'll help any way we can!
All the best,
Bianca, Customer Service
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
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!!
Hello,
Thank you for taking the time to write this lovely review! We're happy to hear your questions are being in a prompt manner and I’m thrilled to hear how helpful your account executive was.
We feel very lucky to partner with you and want to ensure we continue to help your mission for inclusive and meaningful products.
If you run into any future questions, please feel free to reach out to your CSM directly, or our team at: https://routeapphelp.zendesk.com/hc/en-us. We'd love to assist however possible.
Have a great day,
Bianca, Customer Service
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
Hi there,
This is an uncommon issue, so thank you for bringing this to our attention! At Route, we pride ourselves on offering world-class customer service, and we'd like to dig into why the installation was a subpar experience. We’d like to take a closer look and help with any questions that come up while adding Route to your site. You can contact us at cms@route.com and we'd love to help any way we can!
Have a great day,
Bianca, Customer Service
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.
Hi there,
Thank you for this glowing review! We're thrilled to hear that our representative was extremely supportive and that Route installation was a breeze.
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 with you as well.
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!
Hope you and yours are staying safe and healthy,
Jordan, Customer Service
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.
Hi there,
Thank you so much for sharing your experience! We're so happy to hear that Route has alleviated any worry around shipments arriving safely to your customers.
We love partnering with merchants such as yourself, and we are happy to protect your professional, high-quality knives.
Should you or your customers run into any questions or delivery issues, please reach out to us at https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to assist.
All the best,
Jordan, Customer Service
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.
Hi there,
Thanks so much for sharing your experience!
We're so happy to hear that you and your customers have enjoyed the peace of mind that Route Package Protection offers.
We feel so lucky to partner with merchants such as yourself, and we are glad to protect your top-notch fly fishing products.
Should you or your customers run into any future questions, please feel free to contact our team at: https://routeapphelp.zendesk.com/hc/en-us. We'd be happy to help however we can!
Hope you and yours are staying safe and healthy,
Jordan, Customer Service
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.
Hi there,
Thank you so much for sharing! Route prides itself on world-class, ongoing support for our merchants, and we're happy to hear your experience is up-to-par.
We're also glad to hear that our implementation team was able to help you with a quick installation, and that you and your customers are enjoying the peace of mind that Route package protection offers.
We love partnering with brands such as yourself, and we are pleased to protect your inclusive, socially responsible leisure products.
Should you run into any future implementation questions or otherwise, please feel free to reach out to our team at: https://help.route.com/hc/en-us. We'd be happy to assist!
All the best,
Jordan, Customer Service
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
Hi there,
Thank you so much for your candid review. We're so sorry to hear your experience with Route has been less than ideal, and we'd love to do everything we can to clarify and make things right.
We’re looking at your customer claims, and we’re seeing that they’ve all been handled and resolved in accordance with our coverage policies. Your history also shows that our Customer Success Manager has been an active communicator, responding throughout the relationship.
We're also sorry to hear that you felt our costs were more expensive than anticipated. Route Package Protection is free for merchants and is available for purchase to customers in the cart page. For cart totals under $100 USD, Route is only $0.98 USD. For carts over $100 USD, Route is calculated from 1.5%-5% of the cart total based on several factors (for example, if an order was $150 USD, then Route could be $2.25 USD).
I hope this information helps clarify any confusion caused. However, we'd love to know more about the communications you feel were missed, and if you have any further questions, by reaching out to us at https://help.route.com/hc/en-us or directly to your CSM, Ahseanté. We'd be more than happy to assist however possible.
All the best,
Jordan, Customer Service
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!
Hello,
Thank you so much for such a wonderful review! We couldn't be happier that you've had such a great experience - we strive for nothing less! We love being able to work with such great companies, too.
It sounds like things are going splendidly but should you ever need additional support or assistance, please don’t hesitate to reach out at https://help.route.com/hc/en-us. We are here to ensure you continue to love your partnership with us!
Have a great rest of your week,
Holly, Customer Support
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.
Hello,
Thank you so much for your review! We can’t tell you how happy we are to be able to help provide such a beneficial solution to you and help support your customers. That’s exactly what we are here to do!
It sounds like you have everything you need to for success but should you have any future questions, please don’t hesitate to reach out to our team at https://help.route.com/hc/en-us. Our team is here to help!
Have a most wonderful week,
Holly, Customer Support
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.
Hi there,
Thanks for your glowing review! We are so happy to hear that you've enjoyed the easy set-up as well the peace of mind Route offers, and that many of your customers are utilizing Route to both track and protect their packages!
We feel very fortunate to work with merchants such as yourself. Should you run into any future questions, please reach out to us at https://help.route.com/hc/en-us and we'll be happy to assist however we can!
Hope you had a wonderful weekend,
Jordan, Customer Service
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!".
Hi there,
Thanks so much for relaying your experience to us. Our sincerest apologies for the implementation bug and delay as our team is working through a log of over 7k merchants on a variety of platforms. We were able to connect with them last week to prioritize your website snag and do everything we can to make things right.
We are so sorry you felt our initial response was inadequate. Our logs show we responded within our usual 24-48 business hour goal and helped solve that initial checkout error on the same day you reached out. We apologize that your implementation snag persisted and that the implementation delay caused frustrations.
We’re showing that our team was able to take a deeper dive into the issue and found that the checkout error was a result of the general network and Shopify network speed in Denmark. It appears there have been several other merchants experiencing similar snags that are also unrelated to the Route app:
1) https://community.shopify.com/c/Technical-Q-A/Cart-error-message/td-p/780481
2) https://community.shopify.com/c/Shopify-Discussion/Urgent-PLEASE-Cart-error/td-p/583948
Again, our sincerest apologies for the abnormal implementation wait and for any inconveniences you’ve experienced while working through your website troubles.
While one of our specialists was able to email you directly with this information, should you run into any future questions please feel free to reach out to us directly via your Route email thread or here: https://help.route.com/hc/en-us.
All the best,
Jordan, Customer Service
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.
Hi there,
Thank you so much for taking the time to leave this glowing review!
We are so happy to hear that the Route app has worked well for both you and your customers with our app tracking, troubleshooting, and shipping protection services. We are so grateful to partner with merchants such as yourself!
Should you run into any future questions, please feel free to contact us at merchantsupport@route.com and we'll be happy to assist however we can.
Have a wonderful rest of the week,
Leea, Customer Service
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.
Hi there,
Thanks so much for your candid feedback. We're always looking to improve our merchant experience, so we greatly appreciate you relaying this info over to us.
We're so sorry for any confusion caused, but we're glad it appears we were able to sort out your login issues. To ensure your billing questions were resolved as well, we had a merchant support specialist follow-up via email this morning.
We took a look into your support requests, and we're showing your messages were addressed within 24-48 business hours. At Route, we strive to respond to requests within 24-48 business hours of receipt, and we're so sorry for any initial misunderstandings regarding response times. Lastly, it appears the login troubles were due to an incorrect email address being initially saved onto your account that our team has since fixed.
Again, our sincerest apologies for any frustrations experienced, but we're happy to hear our team was able to work through the snags with you.
If you continue to run into any billing, login, or Route-related questions, please feel free to reach out to us at: merchantsupport@route.com and we'll be more than happy to assist.
All the best,
Jordan, Customer Service
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.
Hi there,
Thanks so much for your candid feedback. We're always looking to improve our merchant experience, and I'm so sorry to hear you felt unable to use Route as originally planned. We would be happy to clarify the process and help however we can.
In an effort to ensure that the type of Route coverage plan chosen by a merchant is working best for their unique business practice, Route evaluates and approves coverage plan requests after submission. Approvals are processed by our amazing Customer Success Team within a maximum of 5 business days.
Lastly, I was able to connect with our Implementation team, and it does sound like there's a way to create a collection that excludes Route and has Facebook pull from that collection. We'd be happy to work with you to sort that out, if you're interested.
If you would like to continue using Route, please feel free to contact us at merchantsupport@route.com and we'll do everything we can to speed up that approval and Route asset implementation.
Again, thanks so much for your candid review, we greatly appreciate it.
All the best,
Jordan, Customer Service
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!
Hi there,
Thanks so much for your glowing review!
We're very happy to hear that Route's vision, support, transparency, employees, and the peace of mind our package protection offers have all greatly benefited you and your customers. We also feel extremely lucky to partner with merchants such as yourself!
Should you run into any future questions, please feel free to contact us at merchantsupport@route.com and we'll be happy to assist however we can.
Hope you had a lovely & safe holiday season,
Jordan, Customer Support