Route: Post‑Purchase Platform

Great idea but we do not understand why it has to be a physical product at checkout. It creates a multiple of issues. For example bundle discounts buy 3 items and save it counts route insurance. There is more always shows on what else would you like buy no way to exclude it. The headaches are too much to handle

Absolute rip off. My customer received her crystal which was damaged in transit at the tip. They claim it is only "cosmetic" because the item is still usable but that would mean any of my crystals technically would never be covered as all of the damage would be "cosmetic." Now my customer has paid for a service and they are being ripped off since Route won't cover it. Personally I feel like this is a big oversight on their part. Not all items damage the same way. Be cautious when downloading this and helping your customers be ripped off. NEW EDIT: as you can see in their answer below they did resolve my orignal issue but that is because I threatened to call the BBB on them, not out of the goodness of their heart. Damage is damage even if it is just a chip so their policies allow them to accept or deny claims at their discretion and I am assuming its usually denied. I cancelled them on my shop because they have changed a lot of their policies including that if a package is marked as stolen customers may have to file a report with the police. I have a lot of black customers and I would NEVER ask them to make contact with the police for something as little and stupid as a lost package when Shipsurance does not require this. I also just had an international customer have their claim denied which I am currently trying to dispute. He thought it was lost in customs so waited to file a claim in the hopes it would arrive and now they have denied him saying he waited too long. With COVID and extended wait times for international shipments it seems like AGAIN they just do not want to pay out for services they have been paid for. Absolutely don't deal with these people. They are a total rip off. Second edit: They will not cover my international shipment that was lost in transit. If I had insured it through Shipsurance for $0.70 I would have not had to pay out over $100 to my customer who spent THEIR OWN money on Route's product.

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.

Great idea and eventually will very likely be good. In the current version, it caused more problems than it solved. EDIT: I'm still using the app with the hope it works better in the future, it's a great idea.

The integration is done by adding a product to your inventory, which they don't tell you. This means that any dynamic product display could potentially show the the insurance product. We immediately saw it in our dynamic ads, recommended product widgets, also bought widgets, new products, trending products, and in our automated emails. There are some workarounds for parts of this, but not all.

The one claim we had failed because the customer contacted us first and needed immediate help.

The new widget is defaulted to "on" so it's automatically added to the customers bill unless they turn it off. After a few customer complaints about this, we had to disable the app. (There isn't actually a way to disable the app, I added css display: none and put the product out of stock) - EDIT: They fixed the widget so it no longer defaults to the on position.

Support is slow to respond and does not do much to actually solve problems. For an app that would ideally lead the way for our customer support, this was a bad sign. User experience and ultimately reviews mean everything to our business, so is just isn't worth the risk for us. EDIT: Communication has improved and we're working together to address all of my concerns.

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!

Heard about Route through another company that we have partnered with in the past and so happy that I took their advice to talk to Route! The people at Route are fantastic to work with, the on-boarding is wicked fast and based on the orders that are coming through our customers are happy to have shipping insurance as an option when placing an order. Very excited about Route and the value that it adds to our site/customer trust. Would highly recommend adding it to your store!!!

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!

When I started using this app I told their represantative that I do drop shipping and packages may take 20 days in average to be delivered to customers and they insured that this won't be a problem at all.
With corona virus shipments got delayed for 40 days they covered claims equal to the amount they collected from my customers when they sold insurance through my website.
When the claims amount became bigger than what they have collected they stopped answering customer claims.
In result customers who knew that they have insurance considered this fraudulent sale of insurance from me and resulted in multiple charge backs.
It's absolutely horrible experience and not recommended to any one to use their service.

Update: Changing our review from two stars to four. Route reached out with an apology and assured us that they have hired more customer service reps to help process the high number of claims they are receiving due to the pandemic. The errors from our previous claims have been corrected and new claims have been processed in a timely manner. It seems they have addressed their issues and are back to functioning normally.

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Before Covid this insurance was a dream come true for us, they took care of customer claims quickly and efficiently, saving us both time and lost revenue. However, since Covid customer claims are being processed incorrectly resulting in us having to cover the losses ourselves. We are disabling the app for now and hope Route is able to fix their issues and get back to running smoothly again!

At first the app worked great (early 2020) and there was Merchant support and even a phone number at that time but now no phone number and emails take days even a week for a response. Over the last 6 months the claim dashboard has issues and trying to file the claim is broken. Even the customer gets an error message trying to file the claim. If you have multiple items in the shipment, you have to add photos of every single item so for a box of 100 tiles that arrive broken, you have to add the photos 100 times! One claim was denied for a damaged table top saying it was cosmetic. I only give it 2 stars as it has potential but lacks people that can respond to emails (no phone number is available for any help). They rate a F with the BBB which tells it all. Read the reviews there.