Route: Post‑Purchase Platform , 402件のレビュー

総合評価
3.9
評価レベルごとの件数
  • 評価の71%は5つ星です
  • 評価の5%は4つ星です
  • 評価の2%は3つ星です
  • 評価の3%は2つ星です
  • 評価の18%は1つ星です
2022年8月12日

"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!"

Forward Merch
アメリカ合衆国
アプリの使用期間:1年以上
RouteApp LLCが返信しました 2022年8月15日

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

2020年6月23日

We have been using Route for a few months now and have found it very useful. Almost no hassle on our end, and solves some headaches when packages go missing/are broken. In most cases the claims are approved without ever needing any action from our end other than referring the customer to the claims link.

HockeyStickMan
カナダ
アプリの使用期間:1年以上
編集日:2020年3月25日

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.

UB2 | Urban Baby Bonnets
アメリカ合衆国
アプリの使用期間:1年以上
2022年6月18日

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.

HippoKeys
アメリカ合衆国
アプリの使用期間:約1年
RouteApp LLCが返信しました 2022年6月23日

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

2020年6月23日

The only thing lacking from this app is communication to the seller when someone field a claim. For instance, they’ll tell the customer a replacement is being made when the seller has no idea this has even happened. For me, can’t remake certain orders due to limited supplies so this causes a problem. However, when you email route about it, they switch it to a refund so it’s a simple fix.

Overall a very helpful app and the customer service is great for help installing.

The Mini Princess
アメリカ合衆国
アプリの使用期間:約1年
編集日:2020年5月27日

Update: Changing our review from two stars to four. Route reached out with an apology and assured us that they have hired more customer service reps to help process the high number of claims they are receiving due to the pandemic. The errors from our previous claims have been corrected and new claims have been processed in a timely manner. It seems they have addressed their issues and are back to functioning normally.

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Before Covid this insurance was a dream come true for us, they took care of customer claims quickly and efficiently, saving us both time and lost revenue. However, since Covid customer claims are being processed incorrectly resulting in us having to cover the losses ourselves. We are disabling the app for now and hope Route is able to fix their issues and get back to running smoothly again!

Lace The Game
アメリカ合衆国
アプリの使用期間:11ヶ月
2020年8月18日

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.

Copper Pearl
アメリカ合衆国
アプリの使用期間:10ヶ月
2020年6月23日

This app came in very handy when dealing with missing packages! Prior, we were constantly back and forth with the post office and the Route claims process made it very simple to come to a resolution. Super seamless platform.

Mixology
アメリカ合衆国
アプリの使用期間:10ヶ月
2020年6月23日

There have been more customers buy this than I expected. Seems like customers (and us) see a lot of value in the insurance since it is so cheap to get. Excited to keep using this for our business!

Facade Games
アメリカ合衆国
アプリの使用期間:9ヶ月
編集日:2021年1月18日

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.

GeffenBaby.com
アメリカ合衆国
アプリの使用期間:6ヶ月
RouteApp LLCが返信しました 2021年1月18日

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