Recensioni (329)
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We've been working with Route for package protection and returns for several months. The onboarding and integration process was seamless, their team is hands-on and responsive, and they're quick to make backend updates when needed. The claims resolution process is straightforward and easy for customers to navigate.
Hey La Ligne Team,
Thank you for trusting us with your post-purchase experience and taking the time to give us honest feedback! We are very excited to continue the partnership.
In full transparency, we would love to know where the gap is to give you confidence that Route is a 5-star experience. I'll be reaching out to you via email to hopefully get your feedback on where we can improve the platform and service.
Best,
Adam Casper (Route Solutions)
Route offers a very simple and efficient way to create and process the claim.
Their customer service is very prompt and efficient. One can get ahold of an actual person to resolve an issue within reasonable time. Their website is clear and easy to nativegate. And the claim process time is very reasonable.
Hi there,
Thank you for your 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 rest of your day!
Skylar, Customer Success
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.
Hi there, thank you for updating your review and bringing the issue to our attention. We apologize for the inconvenience you experienced initially and we're so glad to hear that Aubri from our team reached out and was able to fix the issue for you.
Our team is committed to resolving any technical issues promptly to ensure a positive and seamless user experience. If you encounter any further difficulties or have any additional feedback, please don't hesitate to reach out to us: https://route.com/help-center. We appreciate your patience and the opportunity to make things right.
All the best,
Leea, Customer Service
Our representative has been so nice to work with and answers all of our questions quickly(:
The policies on the other hand can be confusing at time.
Hi there,
Thank you so much for the feedback! We’re thrilled to hear that you’re enjoying working with our team.
We know coverage policies can be tricky to navigate so we’ve outlined them here (https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies) to make it as easy as possible! Should any questions come up, never hesitate to to touch base with our team at merchantsupport@route.com.
Wishing you a very happy holiday season,
Holly, Customer Support
"We have not received any negative feedback from our customers concerning claims filed with Route. The coverage is very affordable, making it more accessible for the customer. The added coverage on the packages is added piece of mind for us!"
Hi there!
We really appreciate this feedback, thank you! We are glad our Protect feature has worked well for you and your customers and that it can offer that peace of mind we strive for.
Should you like to give further feedback, or have any other questions, please feel free to reach out to our team at: https://help.route.com/hc/en-us and we’ll be happy to help!
Have a wonderful day,
Leea, Customer Service
The app works well and the service is good and hastle free. The only gripe I have that prevents this being a 5 star review is that there doesn't seem to be any option to automatically insure every order (i.e. I don't want the customer to opt it and I want every order I ship to be protected by route, even if I as the store owner need to pay for that). If the feature to automatically insure every order (with no customer interaction needed) can be added then this would be a 5-star product for me.
Hi there!
Thank you so much for taking the time to send in your feedback. We really appreciate this!
We additionally apologize for any trouble with our Opt-In or Opt-Out features, and our team is always happy to assist should you have further questions regarding these coverage options.
Feel free to reach out to our team at https://help.route.com/hc/en-us, and we will be there to assist!
Take care,
Leea, Customer Service
This app has been very helpful to our customers and saves us time and money. Easy to set up and help recourses are available.
Hello there,
Thanks for this kind review! We are happy to hear we have been able to save you some time! If you ever have any questions, don't hesitate to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us
Thanks,
Bianca, customer service
"Working with Cyntia has been so great and you guys have always been helpful and accommodating to all our needs. Your response times are fast and the customers that utilize route haven't had a whole lot of issues. It is much easier to work with you all than with USPS when it comes to issues with missing or damaged packages."
Hi there,
Thank you for the kind words! We're happy to hear your Customer Success Manager and the support team have been helpful. We are glad we could be your solution for your package protection.
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
Their customer service is horrible. They approved a claim, but are dragging their feet when it comes to payment. Ongoing for 3 weeks now. Update: It took a while, but they finally assigned an account rep who helped with the refund as promised. Hopefully I won't have another issue but it I do, she has said I can contact her directly.
Hi there,
Thanks so much for your honest and valuable feedback! During peak holiday season it can take a bit longer than normal to process reimbursements, but with some of our new automation technology those processing times are steadily decreasing. I looked into your most recent claim, and it appears you were refunded in full - including the PayPal transfer fee - for the order on Jan. 7th.
In the future, if you have any questions regarding issues or reimbursements, please feel free to contact merchantsupport@route.com, or your CSM directly, and we’ll get you taken care of ASAP.
Thanks again for your feedback and for choosing Route. We’re so lucky to have you on board!
Hope you had a safe holiday season,
Jordan, Customer Support
This app has been great to provide both merchant and consumer peace of mind when ordering. Our Route rep, Brad, is responsive, helpful, and great to work directly with. My only complaint is that our store dashboard where I can look orders up is so slow. I also wish there was something on our dashboard where we could see our bill by month, instead of just receiving weekly billing notifications.
