Route Protection and Tracking

Let me start by saying this is a super cool idea and I applaud Route for it. Its something that in concept would be a dream for our company so thanks for dreaming this up Route!!! We started using this App October of 2020, to be honest it felt a bit like a good used car salesperson was selling this to us and everything seemed WAY To good to be true, but we were promised no this is for real. We signed up and it worked amazing for first 2.5 months as insurance. That being said the "used car salesperson" who sold us went dark after we set it up, when we finally located them they got very defensive and seemed hurt that we called them out for not helping us after they sold us the service, and we had 100 percent no support or anyone to reach out to till we continued to be a real squeaky wheel and then were assigned a "Customer Success Manager" "Customer Success Manager" felt a bit like going to the orthodontist where everyone is SOOOO Nice, and has the most amazing teeth you have ever seen and you are like Is this real??? Well like a really good yoga teacher our "Customer Success Manager" was great at platitudes and making it clear they were soooo sorry for the issue and would get it taken care of right away....then would be on vacation for long stretches and not take care of anything... once they returned they would forget our companies issue and we would spend considerable time bringing them back up to speed (mind you this is during a pandemic when our company is short staffed and stressed out trying to make outdoor gear safely in our workshop) And our CSM at Route would get very stressed out that we were frustrated with needing to invest MORE OF OUR VALUABLE time into something we had already told them about. The more we worked with Route the more it almost felt like a needy Child who we were needing to discipline and help shape but at the same time had to tread lightly as to not make them feel bad or to cause them to much work cause then it derailed the whole conversation and things we needed done would not be able to get done. We have been in E commerce 17 years. And as a Small business our customers expect responses from us fast, over the time we have been in business we have seen customers go from a 24 hour email response being seen as fast to them needing it instant through text or chats. When we were sold Route as a solution to our Shipping customer service issues (which to anyone in E commerce we can all agree are lots of the questions we all handle daily) we expected to have quick and reliable customer service from Route as well since they were selling an e commerce experience. Anyone reading this in e commerce can predict when the most shipping is going to be happening and hence the most Customer service needs : ) Well a very large issue for us with Route was Dec - Jan of 2020 much of the Route Team was out getting rad (skiing and doing great things with Family) that I would have loved to be doing myself albeit there was a pandemic and I was stuck triaging to my customers why their claims where not getting processed and my questions to Route where getting auto responses of being out on vacation. While I applaud work life Balance not being able to balance your staffing needs and that is unacceptable, especially for a company to be selling a product to take customer service stress from small businesses and then not really follow through. As I was told my the used car salesperson in our initial sales person "E commerce never sleeps" I could not agree more and as a company servicing that sphere you should structure your claims and customer service people so there is always someone available to help customers 24-7 Late in 2020 Route also changed their terms of use policy very discretely and stopped reimbursing the merchant for the cost of shipping which is very large on our products. This was never publicly addresses in any emails to clients and just processed by changing their website page where they have their terms of use, when I asked about this our rep got very angry and said it was our fault for not paying attention to their terms of use changing. On top of this they also changed how they processed the claims, prior they would sit on them until approved then someone would reorder from route, on their route credit card and we would see a new order with a route billing address to know it was a claim, then without any notice (Aside from the aforementioned change of use policy page on their site) they started putting every claim through as they were filed and we would see an order come in but sometimes paid for other times not paid for, our team would ship an item assuming it was a new order or had been approved as the old route claims worked only to see the claim denied and not paid a week later. To keep training our team to watch for the changes in Route became to much to handle for us. I was told in March of 2021 that this changed back perhaps again so they are reimbursing shipping but honest I don't know anymore and got tired trying to keep up with these folks. Last straw was when we uncovered a glitch in Route. As of March 2021 we have put 1.5 months into working with them on it to have a response that they don't know what is going on. This glitch will overcharge clients double or more in the insurance on occasional orders so we see a $389 Route on one order charges $4.95 for insurance and then a customer reorders and sees insurance of $10.95 or so. I run my business by honestly and while I understood there may be a glitch will say Route did nothing to fix it or address this or to publicly admit there was a glitch to their customers. In fact again they threw this back at us (Actually our customers) for going to fast through checkout and that this was the only way they could replicate the issue and had bigger problems to fix than this, Literally this is what our CSM told us! So apparently its never routes issue, always someone else's fault, and oops don't give them real life feedback or they get their feelings hurt, and they own this huge business but don't have to take the same stress the rest of us business owners do cause, they don't want to? In the days of big tech, VC Capital etc as a USA Manufacturer of High Quality goods perhaps I am just Old School but if I had this much investor Money I would be racing to address these glitches before I continued to push my Used car salespersons to keep collecting more and more accounts, clearly there is not enough roots behind the growing tree above and its becoming more and more unstable. Giving 1 stars instead of 0 only because I do really think Route is onto something but needs to grow up and learn customer service and hard work but then could be a super awesome product and I hope someone with time makes their own shipping insurance company as its a great idea if you have the backbone behind it to support it. In closing I want to note Route has given incentives for others to give them good reviews and this I find dishonest and did not do, instead this is our real life experience

route only replaced 5 packages for us in the last 6 months, our out of pocket for replacements is still astronomical because route doesn't approve MOST claims. their app has been removed from the google play store and we have received constant customer complaints about their lack of service. this company is a scam and shouldn't be on the app store

Very very disappointed with the service from Route. They increased our prices and broke our check out cart - on chat will raise the issue and the agent then just disconnected the chat without any information or follow up via email

Terrible experience. The app is glitchy, it doesn't handle well order edits. Customer service doesn't reply or sends canned answers. And when a package is lost they DON'T pay! There's always an excuse. I have been dealing with them for 2 months to get paid for a claim. And they didn't approve another claim that should have been. I am pulling this app out of my store.

They placed an order for our customer who lost her package WITHOUT paying. Customer service has no response when asked about the detail of the issue/payment. Feel frustrated about the service." More than a week passed, I have not got my reimbursement back yet even after everything they requested set up, no direct response to my question. Really bad service!

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.

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.

TL;DR "Route has been marking orders on my store as "paid" when they have paid me nothing, causing me to ship items to customers for free. This happened twice and they've been emailed about it many times and they've totally ignored the issue. Emailed 3 seperate staff members and no reply. Absolutely pathetic." I've been using Route across various businesses for 6-9 months so far. I will stop using Route by the end of this week as I have discovered Route has been acting *FRAUDULENTLY* regarding at least my business. In theory Route sounds great. Customers pay a small amount to have their shipment insured, if something goes wrong Route handles it. Great right?
Well in theory yes it worked that way for a while. However I've had a few issues I needed to manually resolve with Route and after emailing them about 4 times to 3-4 different people there over the course of 1 entire month and not receiving ANY reply I must say their professionalism is completely lacking. What makes it more deeply concerning is I have found 2 orders in my store where Route has "placed an order" on my store for a customer who filed a "lost shipment claim". This is normal.......however what is not normal is Route placing that order for the customer and NOT PAYING FOR IT. Route is supposed to work in a simple way. Customer logs a claim for lost shipment and Route places an order on your store (and pays for that order) out of their own pocket because the customer paid for the insurance....so Route must buy them a new product if its been lost.
I found on two occasions Route marked the new order as "paid" but actually it was just dashboard panel "paid" and no money actually exchanged hands. This basically means that Route was placing orders on my store and getting me to send products to customers FOR FREE (because route is supposed to pay us/me/the merchant) for the replacement order.
Thats exactly how insurance works. Something gets lost the insurance company pays. Route has been marking orders on my store as "paid" when they have paid me nothing, causing me to ship items to customers for free. This happened twice and they've been emailed about it many times and they've totally ignored the issue. Emailed 3 seperate staff members and no reply. Absolutely pathetic.