Route Protection and Tracking

Due to the known ongoing delays with couriers impacted being by covid-19, one of our customers had unfortunately been waiting for a long amount of time to receive their parcel which appeared to be lost in transit.

We then raised our first claim request with Route on the Dashboard area and waited for an update. We didn't receive an email or notification so we kept checking each day and later found by the end of the week the case was closed without a resolution for our customer.

As this caused confusion since there was no feedback given to why the claim was closed without any details, we raised a support ticket with Route.

We later received an email reply from Jordan at Route explaining the the claim case was closed assuming there was recent tracking information which wasn't the case. We also found our customer wasn't contacted by Route either.

We expressed our concerns around this since there was no movement in the tracking and the customer had already been waiting close to two months. We also mentioned to Jordan that Route's Dashboard didn't allow us to add any comments / notes upon raising the claim.

Jordan was very understanding and got right on it to investigate further.
She also promised to contact our customer and get back to us with a resolution.

A few days after, we heard back from Jordan confirming she was able to resolve the issue for our customer with a full refund.

We were very pleased with the professionalism and outcome that Jordan was able to provide in a quick timely manner as well keeping to her promise.

Our constructive criticism to Route's service would be updating the Dashboard to load quicker, an area to allow us to add notes / comments, have visibility on what is being communicated to customers, and receiving email notifications when updates have been made to the claim case.

Overall we haven't had any other issues with Route and highly recommend their service.

Thanks again also to Jordan for resolving our case.

Premium shipping insurance made sense fo my higher priced merchandise. I have been pleasantly surprised with the rate of adoption. Most customers opt to purchase Route. I believe it is trust building for my store and it is simple to add.

I've heard good reviews about this app so wanted to download it to my store. There was a glitch downloading and getting my account set up. I contacted Route and they walked me through it. Very helpful and great 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!

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.

This app and service has been an amazing tool for both my clients and boutique. They have helped take the anxiety away from carrier issues away and know that Route will be there to step in if needed. The insurance is affordable for the customer and the customer service is responsive and claim process is easy to use. Highly recommend!

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!

I loved working with them and was so pleased with our experience! They elevated our customer experience and the process was seamless and easy.

Since we began using Route insurance our customers have been so much happier knowing that their lost package is covered 100%. We just provide our customers with the link to file a claim and we never hear back from them. No news is good news.

My customers and I love this option! the app was VERY easy to install and to work. It gives my customers and I peace of mind at a very affordable cost! Thank you!