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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
As a small shop owner caring for my customers packages arriving secure and not getting lost in the mail, Route has help me to make sure my customers orders and myself are covered. What I also love about this app, is my traffic has gone up and I have happy customers.
Great service
Hi there,
Thank you for this positive review! We're so glad 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 Success
Our AOV is $250 so considering - happy to not have to deal with lost shipments anymore because they can be expensive.
I love the piece of mind this gives me. As well as the piece of mind it gives my customers. Knowing the items I’ve worked hard to package are being covered. Wouldn’t go without it.
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
Route has been great for us! It has built confidence for our customers and we have seen lots of people take advantage of Route! It was really easy to install, and we now have it on two other Shopify stores that we run in addition to our Water Filtration website.
Hi there,
Thank you for taking the time to write this kind review. We're happy to hear you have a good experience installing Route! 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
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
This is a must have app. It covers you and your customers damaged, lost and stolen packages. Saves time and money for you and your customers. Super fast and they handle everything after a few quick questions.
Updated review: I have tried several different apps that claim protection but Route seems to be good as they file the claim for the issue. They have made a change in how the replacement orders will be processed and I have not had to use it yet. The Merchant will now be $ responsible to the replacement order, then Route issues a credit to the Merchant's billing account. We have products that range from $100-$4000 so this might not work for us. Some credits would take a year or more to work through the billings. The app will give your customers the confidence with shipping their orders, however now the claims are taking more than 6 business days to process and the dashboard does not show the status correctly. This might not be good enough to customers waiting for a replacement order. Customer service is only by email and the response time lags. Time will tell if we stay with Route.
Hi there,
Thanks for sharing your feedback with us. I’m so sorry for any inconveniences caused, but I’d be happy to clarify and offer further assistance.
Due to a recent automation update - Resolve via Platform (RVP) - replacement orders and refunds are now solved at the click of a button via Shopify and credited weekly back to your Route bill.
For more details on how RVP affects your billing, please read more here: https://help.route.com/hc/en-us/articles/360055934194-Route-Order-Issues-Resolution-Resolve-via-Platform-
While response times may have lagged in the past, RVP has allowed us to get our response time down to 24-48 hours as promised. Furthermore, most claims are now being resolved in that same timeframe as well. So overall, the experience is much faster for you and your customers.
In regards to Dashboard status updates, those are directly linked to the Route Support ticketing system and should regularly update along with your claim resolution.
However, if you have any future questions - claim follow-up or RVP billing concerns - please feel free to reach out to merchantsupport@route.com.
I’ve relayed your case to that team as well, so they’ll be on the lookout for any communications.
Best,
Jordan, Customer Support