Route Protection and Tracking

We love Route. This has taken the hassle out of insuring our packages. We’ve had one claim so far and it was handled quickly and successfully per their policies. The customer files claims and the replacements are placed automatically, no more labor on the merchants unlike most solutions. Previously we used Shipsurance through Shopify and the experience kept getting worse and worse, with all of their policies being vague and optional, resulting in never knowing how long claims would take to be eligible and subjecting our customers to extremely long delays as Shipsurance dragged their feet for WEEKS. Route clearly states a claim timeline and so far have completely followed it. We’re glad we switched and are very happy with the coverage.

We removed it because it was difficult for our customers to get in contact with their customer service and then they only offer refunds up to 15 days after an order is delivered. In the end it caused us more issues in customer service than before. Their setup on the site was pretty good and they helped us customize it, so giving them 2 stars instead of 1.

When I started using this app I told their represantative that I do drop shipping and packages may take 20 days in average to be delivered to customers and they insured that this won't be a problem at all.
With corona virus shipments got delayed for 40 days they covered claims equal to the amount they collected from my customers when they sold insurance through my website.
When the claims amount became bigger than what they have collected they stopped answering customer claims.
In result customers who knew that they have insurance considered this fraudulent sale of insurance from me and resulted in multiple charge backs.
It's absolutely horrible experience and not recommended to any one to use their service.

Was worried that offering this would hurt conversions, but we're actually seeing an 8% conversion rate increase at Transparent Labs. We've also seen a reduction of customer service inquiries with customers who purchase the shipping insurance. Can't think of a reason not to use it.

Route is a total game changer. It alleviates calls and emails for our customer service team, which frees them up to focus on other customer issues. The fact that it’s free and easy to get installed and set up only adds to the value. Since we ship food products we can’t accept product back for resale so Route has turned sunk costs into additional sales. Anyone who is shipping CPG should seriously consider adding this app to their store.

We are a small family business in the business of shipping perishables across the country. We have been doing this going on 3.5 years now and I can’t tell you how many orders we’ve lost and how many customers with unacceptable shipments. We had the fortunate luck of an incredible route representative that stayed persistent. Her persistence led us to take a meeting and presenting the incredible value that route brings to our business and more importantly our customers. This is the only time I can tell you that it’s too good and it’s all true ! Our patrons see the value and more importantly their order is covered. In the first month alone we saved so many patrons money and more importantly our patrons know they are covered. Route is a an absolute must for any business. Do not ship anything unless you have route as an option!

I do love this app. I have found so much help and simplicity in navigating my customers to help with their shipping needs. I do wish it was easier for them to contact Route at times, but I understand things are moving slower during this pandemic. I have been happy with this application and will continue to offer it to my customers.

TL;DR "Route has been marking orders on my store as "paid" when they have paid me nothing, causing me to ship items to customers for free. This happened twice and they've been emailed about it many times and they've totally ignored the issue. Emailed 3 seperate staff members and no reply. Absolutely pathetic." I've been using Route across various businesses for 6-9 months so far. I will stop using Route by the end of this week as I have discovered Route has been acting *FRAUDULENTLY* regarding at least my business. In theory Route sounds great. Customers pay a small amount to have their shipment insured, if something goes wrong Route handles it. Great right?
Well in theory yes it worked that way for a while. However I've had a few issues I needed to manually resolve with Route and after emailing them about 4 times to 3-4 different people there over the course of 1 entire month and not receiving ANY reply I must say their professionalism is completely lacking. What makes it more deeply concerning is I have found 2 orders in my store where Route has "placed an order" on my store for a customer who filed a "lost shipment claim". This is normal.......however what is not normal is Route placing that order for the customer and NOT PAYING FOR IT. Route is supposed to work in a simple way. Customer logs a claim for lost shipment and Route places an order on your store (and pays for that order) out of their own pocket because the customer paid for the insurance....so Route must buy them a new product if its been lost.
I found on two occasions Route marked the new order as "paid" but actually it was just dashboard panel "paid" and no money actually exchanged hands. This basically means that Route was placing orders on my store and getting me to send products to customers FOR FREE (because route is supposed to pay us/me/the merchant) for the replacement order.
Thats exactly how insurance works. Something gets lost the insurance company pays. Route has been marking orders on my store as "paid" when they have paid me nothing, causing me to ship items to customers for free. This happened twice and they've been emailed about it many times and they've totally ignored the issue. Emailed 3 seperate staff members and no reply. Absolutely pathetic.

EXTREMELY easy to install!!! As soon as I advertised I was offering shipping insurance I made an immediate sale! I am looking forward to continuing growing my sales based on this addition to the store!

This is the app everyone needs; no joke. Insuring orders was what I had always needed and voluntary insurance was NOT the way to go. State Farm, All State would not insure any packages and the only way to feel secure sending USPS was to send registered mail which is a hassle.

Insert the Route App. On average my store will charge my customers $0.98 per transaction ($50 purchase) to guarantee delivery to their doorstep. If its not delivered, if its lost or if its damaged they get a refund, a re order or store credit.

Along with the technology the customer service is second to none. Installed the app on a Saturday and needed help implementing and was greeted by several emails saying they "had it covered Monday". Monday rolled along and at 5am eastern I was ready to go along with a phone call saying thank you for the download.

To say this solution is a big help is an understatement. Cant wait to explain the value add in an email to all of my customer base.

-Steve