Route Protection and Tracking

Route is great for the customer and shop owner to simply the process or lost packages, which happen with every online store.

Initial review (please read updates):

I used this app, and told my clients to buy the product to protect their shipment. When a long-standing client bought from me and her parcel was delivered to the wrong address (apparently, it was scanned delivered, but she never received it), Route forced her to submit a police report. I ended up having to submit the claim on her behalf. I don't know if it will be approved or not, but the fact that they require police reports for mis-delivered packages is ridiculous. Be aware that this is the policy.

UPDATE: after 24 hours, they still have not replied to my complaint and have contacted my customer saying they cannot cover the lost package unless she files a police report. This is absolutely insane! PLEASE do not use this app in your store. Your customers will be completely angry and you will end up paying for the lost order yourself.

FINAL UPDATE: After posting this review and contacting support again, I received a prompt reply that the company understood the problem and that they would take care of the issue. They refunded my client who re-purchased her hats. Furthermore, they agreed to exempt our store from the requirement for police reports. Customer service goes a LOOOOOONG way and I am especially thankful for their help and willingness to meet my clients' needs. Kellee was especially helpful and wrote me several very kind emails and even offered to jump on a call to discuss the issues further.

I am leaving Route in place on my store, and will continue to encourage clients to use the service, now knowing that there's no automatic requirement for a police report. I have encouraged Route to consider lifting that requirement and addressing fraud in other ways-- which is why they said the requirement is in place for all orders over $100.

Thank you, Route, for standing behind your product and for promptly and kindly addressing my concerns. It's very much appreciated.

We have had a great experience with Route. Our customers have been using route for better protection on their orders. Route has been very helpful and answer any questions we have about the app and how it works in a timely manner.

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.

Really helpful app that addresses one of our pain points. This is a great business. Cameron and Adam are great.

Route is a game changer. I love how easy it is for my customers to file claims and get a resolution. It's such a relief that the onus isn't on me, the business owner. Route is a must-have, especially if your AOV is in the hundreds. Couldn't be happier!

The Route App has been a great asset for my company! We used to spend hours managing shipping claims. We have been able to save money and time now! I encourage every e-commerce business owner to use the Route App!

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,

So far I have had a great experience with Route and believe that it will be very useful during the holiday season when customer orders are more prone to delays and being lost in transit. Our Customer Success Manager, Alicia Elliot, was very helpful throughout the setup process and answered all of our questions.

I love Route and the protection that it provides for not only myself but my customers as well. Thank you!