Route: Post‑Purchase Platform

A company that will pay for all your customers' lost, stolen and damaged packages at no cost to you? If it sounds too good to be true, it might be. Over six weeks, Route paid five claims for lost and stolen packages. But our first damage claim—and more importantly, the company's handling of it—caused us to deactivate the app.

We sell luxury baby gear, so the safety and integrity of our products is of the utmost importance. A customer contacted Route when her $1,400 product arrived with a 3-foot gash and numerous holes in the box, which resulted in scratches and dents. Route tersely informed her that she was not eligible for a replacement or refund because the damages were "only cosmetic," not functional. Route instead offered a $150 refund, which would not come close to covering the cost of replacement parts. The customer was outraged and is planning to file a chargeback against us, which would quickly erase the financial gains we made with Route.

Route's website makes no mention to customers or retailers that claims may be only partially covered. Prior to implementation, the sales rep assured us repeatedly that Route does not meddle in the details of claims—he said their goal is to make these claims easy for both us and the customer. In reality, they are asking customers to file police reports for any lost item over $100, and their team is arguing with customers about the value of damaged products. Plus, our account manager on multiple occasions threatened to raise our rate from 1% to 3% because we had five claims in six weeks. Route will work for you some of the time or hopefully, even most of the time. But for us, the benefits did not outweigh the risk to our customer satisfaction and company reputation.

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!".

It increased my conversion rate immensely. Incredible service. Nearly every customer snags Route shipping insurance on their way to check-out, and it gives me and them peace of mind. Definitely recommend, I don't know why anyone wouldn't use this service!

I have been using Route since I have opened my online boutique... I love Route and my customers love it too!! Super Easy to install, simple set up for the customers to use, and easy process if items gets lost, stolen or damaged!!! It’s a no brainer! I would definitely recommend Route to any of my fellow business owners who ship products out!

Great App. I just try to calm down my customers in this pandemic period and ask them to claim after 7 days so my customer is still ok with it and Route still not lose their profit.

I've been using this app for about a month now. I think it actually did help with conversion. However, I did have some issues with it after a customer complained. The staff reached out to me promptly and helped me figure out ways we can help the customer while they work on addressing some of the issues I raised on the upcoming version of the app.

We have used this app for about one month and maybe 800 customers have purchased it. The process for the customer to request a replacement and reorder is not easy like their sales team have suggested. A customer will almost always get frustrated and require support from the brand.

Maybe 20 customers have requested a claim and as of now only one has been approved. We have had to mitigate for these which is fine but really defeats the purpose of this app.

Lastly, the support is not quality as you need to submit email tickets and responses take long which frustrates a customer further.

I would recommend that someone should just consider adding a product themselves as insurance and test for a month to see if you even need a service like this. But, if you do need this consider another service as they dont follow through on their marketing claims.

Our relationship with Route was over before it began - a relentless and extremely presumptuous (borderline rude, to be honest) sales and onboarding strategy reflect poorly on your brand. Aside from your incredibly irritating sales team, the app itself really doesn't seem automated or useful enough to be worth it.

UPDATE- Aubri from Route reached out and fixed the issue. Works now.

Does not work. Worked for the first month and now the route check box doesn't even appear. Tried various settings and nothing seems to work.

We have been using Route for almost two years now and have experienced nothing but top of the line support from their team members! We recently merged to a new system and although there were a few hiccups, Justin Boyce and Adam Casper did everything they could to resolve any issues in a timely manner and they always make us feel like a top priority. They repeatedly come to us with solutions should any problems arise and always have a positive attitude! All in all, 10/10 experience.