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Luokituksen mukaan
This app sucks, they don't help merchants, promise you the world so you sign up and leave you hanging at the first technicality. Use NAVIDUIM Its cheap and you keep the money that customers pay for the damages and you can use the funds to PROPERLY TAKE CARE OF YOUR CUSTOMERS!!
I have been trying to install and get this app working on my store for last 1 week. Extremely difficult to get hold of customer support. Only have an email option. Email responses are slow.
Hi there,
Thank you for bringing this to our attention. We are sorry you have had any issues with getting Route set up. We would be happy to help out with any issues you have had. We do apologize we only offer email responses at this time and I sincerely apologize for the delay in responses.
If you come across 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!
Best,
Bianca, 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
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
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
As an e-commerce merchant, managing customer shipping issues is one of the challenges. However, we have found that Route has made this process much more manageable. We have reduced the number of customer shipping inquiries and improved overall customer satisfaction. In cases where packages are lost or damaged, Route's self-service claims resolution process has been a lifesaver. The process is hassle-free and straightforward, allowing us to file and resolve claims quickly.
The efficiency of Route's claims resolution process has saved us countless hours and headaches. We can now focus on other essential aspects of our business, knowing that a reliable and efficient system is handling our shipping issues. Route has been such an invaluable addition to our e-commerce business that we highly recommend it to other merchants looking to streamline their operations and improve customer satisfaction.
Hi there,
Thank you for your review! We appreciate your positive feedback and support. We strive to provide exceptional experiences, and we're so glad to know that utilizing Route has been an efficient and beneficial service to you and your customers. We value your partnership!
Thanks, and have a great rest of your 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
Customer service is unresponsive and promises a 2-5 day wait for fee installations, but delays extend beyond 2 weeks. The chat option is manned by a bot, not a person, leading to prolonged response times via email. Ultimately unhelpful, I uninstalled the app and suggest exploring alternatives. As a business owner, this level of customer service is unacceptable.
Hi there,
We sincerely apologize for any issues you may have experienced with Route. Our top 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.
All the best,
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
We lost thousands of dollars of revenue because the Route app script somehow converted our subscription products into one-time purchases. Therefore, the subscriptions never renewed, and those sales were lost. This didn't come to our attention until we noticed that recurring sales were significantly down after a couple of months. Beyond that, we were told that they would investigate the issue, but we didn't hear back for two weeks, and only then because I reached out again to see if they had un update for us. I would certainly avoid this app!
Hi there, we're so sorry to hear about any negative experience you had. Our utmost priority is to assist directly with any errors and make things right for you. We will be contacting you within the next 24-48 hours to discuss how we can rectify and resolve the issue. If you have any further questions or concerns at this time, please feel free to reach out at any time through our Help Center or live chat: 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
Route has been an indispensable asset for our business, providing a solution to the nightmare of getting reimbursements from our shipping provider, which was previously a significant challenge for both us and our customers. With Route, the process of obtaining a new product or reimbursement has become incredibly simple and easy.
One of the biggest issues we faced was product damage during transit, resulting in lost profit. Thankfully, Route has provided us with an effective solution to recover these losses, whether it be for damaged, lost, or stolen products. This has significantly improved our customer satisfaction and resulted in repeat customers.
It's worth mentioning that some negative reviews we've seen about Route are due to poor business management from the company they were purchased from. As someone who handles all the emails about incidents that occur, I can confirm that this is often the case. It's essential to understand that partnering with Route is a two-way street. Both parties need to take responsibility and do their part to ensure customer satisfaction.
Overall, we are incredibly grateful for the convenience and efficiency that Route has brought to our business, and we highly recommend it to any business owner struggling with shipping-related challenges.
It's fantastic to hear that our shipping insurance solution has been such an asset to your business. We are committed to providing a seamless experience for our customers and their clients, so it's great to hear that our service has been so effective in resolving issues with lost or damaged products during transit.
We understand how frustrating it can be for businesses to deal with reimbursements from anyone, and we're glad that we've been able to simplify and streamline that process for you. We're also thrilled to hear that our service has improved your customer satisfaction and resulted in repeat business.
As you've noted, some negative reviews of Route are a result of issues with shipping companies, rather than our own service. We always strive to work collaboratively with our customers to ensure that we are meeting their needs and providing the best possible service.
Thank you for taking the time to share your positive experience with Route. We truly appreciate your recommendation and look forward to continuing to support your business.
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
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
Out of all the products in my store, Route protection is a best seller, and almost all of our customers choose to add insurance to their packages.
Hello there,
Thanks for your kind words! We are happy you have had a great experience using Route. We strive to give excellent customer service and we are happy we have hit the bar.
If you ever 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
It's a great program. No risk for buyer or seller, plus a good reputation. I haven't used it yet, just added it to my shop last night, but don't foresee any issues, only benefits.
Hello there,
Thanks for taking the time to write this kind review! We're excited about our new partnership. 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!
Sincerely,
Bianca, customer service
Introduction into the app was very straightforward and my account rep is very transparent and is quick to answer any questions I have. Satisfied with my customers claim experience with route as well. I don't have to worry about unhappy customers because Route provides that extra security and actually provides insurance on lost, damaged or stolen orders. I've successfully dealt with orders using Route and I love it.
Hello,
Thank you so much for the review! We are so happy to hear that you’ve enjoyed working with Route and your Customer Success Manager, Ahseante and your Account Executive, Brady. We think they're both great, as well!
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 wonderful week,
Holly, Customer Support
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
We have a unique use case- however the Route team have been proactive and had open communication on how we can improve outcomes between both businesses as well as implementing those improvements. Installation was fast/easy and communication is quick even though we are in completely different time zones.
Hello,
Thank you for writing this wonderful review! We are thrilled to hear you have had a great experience with Route and the installation was a simple process. Route takes pleasure in offering 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!
Enjoy your day,
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
Been with Route for over a year now and it still amazes me! I am thankful to have this relationship, for all the help it provides to our customers, which ultimately helps our company. From day 1 Route began resolving customer issues. They continue to adapt to our business and the technological needs of our market/customers/regulation etc. We also have the Best Customer Success Manager (Makaylen) who keeps on top of our company's needs and options and communicates this to us. To the future! Thank you Route!
Hello,
Thank you for writing this wonderful review! We're thrilled to hear you have had a good experience using Route! Here at Route, we pride ourselves on offering world-class customer service and peace of mind for merchants! We feel very fortunate to partner with you.
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 again,
Bianca, Customer Service
We heard about Route through ShineOn during a FB live session or zoom or something like that. We were made to understand that there was no cost to merchants and 1% of the cart value to be paid by the customer which seemed like a bargain based on what the big-boy carriers charge for "insurance" and how cumbersome their claim processes are. We couldn't see a downside. So we pulled the trigger. We got very good onboarding assistance but then had to do a ton of manual work when we had some shopify updates to our store. It took a lot of time and frustration to finally get Route operational on the store. Once it was there, we had about 50% take rate on customers leaving the switch on upon checkout. After several months, we have had a single customer claim and it was handled beautifully. Based on that, we decided to go the extra step and add route at no cost to the customer for every item in our store. It was a customer service and loyalty based strategic decision -- it took only 2 emails to Route and it was all done on their side. I had no additional work to do to our store. Simple, stupid, easy, breezy. When we received the first invoice after the switch, I was disappointed to find that our charge wasn't 1% of the cart as had been represented on the ShineOn session we'd attended but "up to 2%" of the cart and we're definitely being charged "up to 2%". Yes, when I looked today to read all the fine print, there is a statement regarding "cart value up to 2" but that wasn't what had been represented at the initial presentation. Logic would seem to say that when Route is assured of a steady stream of revenue from an e-commerce store having chosen to provide their product/service on every sale that the rate would be at the low end, not even at the middle and certainly not on the high end. Sort of similar to how credit card processing fees, tiered volume/quantity discount pricing or wholesale vs. resale pricing works. Instead it feels kind of like being an established cable or cell phone customer and not getting the best deals like a new customer gets. Long story short for Route: it's a customer satisfier, it takes a layer of customer service work away from my day to day and it's relatively simple to get functional on a Shopify store. I just wish their "best" pricing applied to shops who gave them the vote of confidence by putting their protection on every order. So room for that elusive 5th star if they get their pricing in order...
Hi there,
Thank you for the review! We’re thrilled to hear setting up Route was a simple experience for you. We are, however, sorry to hear the fees were not clear. We understand how frustrating that can be. I am glad you were able to connect with one of our team members. Thank you for providing us with feedback on what we can add to our merchant help center and information that would be helpful for new merchants in the future.
You can contact us at csm@route.com if you have any other questions about your pricing. Thanks for your patience and we hope to hear from you soon.
Thank you,
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
Service is great! Form is easy to fill out when filing a claim. If more immediate help is needed than just the form a customer service rep is also very easy to get a hold of for assistance. Route is always extremely helpful in assisting our customers. The customer service is always quick, efficient, and professional. It’s easy to use the website to file claims and check on the status.
Hi there,
Thank you so much for this stellar review!
We're glad to hear that our customer service has been both effortless and helpful, and we feel very lucky to partner with you and support your store mission of bringing whimsy to wellness for everyone.
If you run into any future questions or needs, please feel free to reach out to us at https://help.route.com/hc/en-us and our team will get you taken care of ASAP.
Hope you're staying safe and healthy,
Jordan, 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
