Route ‑ Protection & Tracking

Buyer beware, don’t do it!! Big mistake, after being called a million times, we installed this application, and the integration was seamless; however, that is the only positive interaction. After-sales support is nonexistent. The first month we get the bill, and our credit card is overcharged by approximately $250. We attempted to set up a call without success since phone support is nonexistent outside of sales for this company. To make a long story short, we ended up uninstalling the application and had to dispute the overcharges, terrible experience, BIG HASSLE! (Notice your sales representative does not have a phone number in their signature line). Wish I could leave a ZERO STAR REVIEW

We have had Route for a few months now, but I wish we had it sooner for our shop! We had a VERY rude customer claiming she didn't receive a FedEx package. We looked at the tracking together and she even confirmed that the photo of the package was on her front porch. She took NO accountability for needing to file a claim on her own, but I was finally able to walk her through the Route process. Route approved her claim as "theft" and she was refunded. I then had some questions regarding our company reimbursement that were answered very clearly through the Route Merchant Support. As rude as the customer was and as much as I didn't want her to receive a refund, I do feel like both the customer and my company were able to have a good resolution, ALL BECAUSE OF ROUTE!

Disappointing Experience — Lack of Support and Unfair Billing Practices

We had high hopes when integrating Route into our store, but unfortunately, our experience has been deeply disappointing. From the start, we operated under a verbal agreement regarding a profit share model, which Route later claimed was never formalized—despite it being a key part of our original understanding.

When we raised concerns about billing discrepancies, instead of working with us toward a fair resolution, the team became unresponsive and dismissive. We were told the issue would be reviewed, but have since been met with delays and no effort to find a middle ground. It's frustrating to feel ignored, especially when we're simply asking for transparency and fairness.

If you're a merchant looking for a partner who values clear communication and mutual respect, I strongly urge you to think twice. Our goal was always to resolve this professionally and respectfully, but we were left with no support and no resolution.

TERRIBLE Company-uninstalled Route after 4 months. Very bad experience for your customers- plus we have not received 2 payments from Route. Don't recommend as a consumer or as a website operator. Your customers will have a very bad experience! LOOK at the Better Business Bureau Reviews- 9 PAGES OF COMPLAINTS! I wish I had thought to look at the BBB first. Plus we have NOT BEEN PAID YET BY ROUTE! As a website we began using Route mid 2024. Many of our wonderful shoppers pay extra to have their packages "protected." However less than 1% actually need it and when they do Route makes them provide their Drivers License or ID and to add insult to injury they then ask them to do it AGAIN to have their claim notarized. YES you need to go to a live person and show them your ID as well! What a waste of time and energy and lack of data privacy for a $30 claim! I feel badly for anyone who has to make a claim. We heard so many bad reviews from our customers that we used Route personally several times and then, when our package was missing, we filed a claim. Oh my, it was worse than customers told us. Such a ridiculous interface and so much to do. They don't track your package and find it. They don't even try and interface with the place you purchased. Instead they have you- the customer who paid for their service, email them, take photos of ID, download your ID, write a narrative as to why you don't have it and then you have to RAISE YOUR RIGHT HAND and SWEAR that you don't have the package that has been lost!! So humiliating. I feel so bad for any customer who actually has to use the Route service.
We agree with Global Formula's review, "They steal your customers money" RUN! And as website, they keep our money for 90 to 120 days. They keep 75% of the charge and claim they pay 25% to the retailer, but we have not seen a dime yet. They hire an insurance company--and guess what- insurance companies are in business to make money. SEG and Lloyds of London insure them. Beware of using Route.

I was skeptical as to whether my customer would opt in to Route. I have been pleasantly surprised as to how popular this protection option is. Our conversion rate improved and while we have made only a few claims, each claim has been approved in minutes. I am very pleased with Route and highly recommend.

Customer service is unresponsive and promises a 2-5 day wait for fee installations, but delays extend beyond 2 weeks. The chat option is manned by a bot, not a person, leading to prolonged response times via email. Ultimately unhelpful, I uninstalled the app and suggest exploring alternatives. As a business owner, this level of customer service is unacceptable.

We are super thankful that Route has helped our business by approving claims from our customers. It has helped us out a ton. Getting set up was simple and the claim process was quick. Lukas has been available for all questions and walked me through the system step by step. Great product and great service.

It is good but also not too good. The on boarding was great, but after that.....

They handle each claim differently, they can modify orders and process refunds without an email or notification, and it's very hard to connect with someone there.

They do not have a way to email or call support, you have to generate a ticket via "live" chat and have to wait a day for someone to respond.

As nice as it is to offer insurance, it costs us the merchant 2.4-7 percent every time we sell Route depending on how the user paid. I wish they only collected 95% of what we sold so we didn't lose money. On average we sell 1000 in package protection a week. So it's small but it's still 24-70 dollars out of our pocket.

We lost thousands of dollars of revenue because the Route app script somehow converted our subscription products into one-time purchases. Therefore, the subscriptions never renewed, and those sales were lost. This didn't come to our attention until we noticed that recurring sales were significantly down after a couple of months. Beyond that, we were told that they would investigate the issue, but we didn't hear back for two weeks, and only then because I reached out again to see if they had un update for us. I would certainly avoid this app!

Horrible customer support and dishonest through the sales process. The concept is good and, when done right, this can be an excellent solution. But in our experience, Route was nowhere near the right partner to make this work. I've gone weeks without a response and they provide no other channels to get support. I would not recommend this app to other shops - consider some competitors.

Two stars because, early in the relationship, it was a decent solution and was a helpful tool (still with issues, but at least they were responsive). But they seemed to have some internal restructuring that changed all of that.