Algemene beoordeling
Cijfers per recensieniveau
  • 70% recensies zijn 5 sterren
  • 6% recensies zijn 4 sterren
  • 2% recensies zijn 3 sterren
  • 3% recensies zijn 2 sterren
  • 18% recensies zijn 1 sterren
Bewerkt 25 april 2023

Edit - Since writing this review we continue to have issues. Route again asked us to replace an order at our expense and promised us reimbursement within the week, it is now going on 2 weeks with daily follow ups where we are repeatedly lied to and told that the money has been paid when it in fact hasn't. They are falsifying information in the dashboard and not making payments even when they say they are - extremely fraudulent and dishonest company. STEER CLEAR UNLESS YOU WANT YOUR MONEY STOLEN. We have since found an honest and efficient company who offers far better and honest service and actually reimburses your money in a timely manner or reimburses direct to the customer.

Honestly have found the whole experience disappointing. When we signed up we didn’t realise we pay for the replacements and reimbursements up front, they refund direct from your Shopify store and create unpaid replacement orders without notifying you, meanwhile Route continues to debit their fee, so we are essentially paying them to provide the service for them and they don’t even tell you that they process claims in this sneaky manner. They debit their money every 2 - 3 days, but then we wait sometimes months for reimbursements so we are out of pocket for long periods. We don’t have an account manager and contact is complicated and confusing. We have also recently learned that we are charged nearly a $50 fee per reimbursement. We were never told this at time of sign up and were not given options. We will be looking for a more honest and reliable provider. Also, expect the customers premiums to go up if your customers actually make claims. Apparently you are penalised for using the claim service.

Willow and Beech
Ongeveer 2 jaar gebruiken de app
RouteApp LLC heeft geantwoord 23 februari 2023

Hi there,

Thank you for reaching out to us regarding your experiences. We are so sorry for any miscommunications or confusion that occurred during the billing/reimbursement process at Route.

In order to provide a great customer experience, the small Route Protection fee is initially collected by the merchant after a customer orders their items and chooses to add Route Protection to their order. We then have the merchant transfer that small Route fee for the insurance back to Route - typically on a weekly basis.

When Route reorders or refunds a claim filed by one of your customers, we use our claims automation system to complete this process within seconds in the merchant’s platform and will reimburse you back for those claims resolved. The process is ideal for both the customer and the merchant as it’s incredibly efficient and effective to solve customers’ claims as quickly and correctly as possible.

If you have remaining questions or concerns regarding your reimbursements and billing with Route, we encourage you to contact us using our Live Chat feature in our Merchant Portal here: We would be happy to help. Our apologies again for any miscommunications, and we’d love to continue to partner with you.

Have a wonderful day,
Leea, Customer Service

Bewerkt 20 juni 2023

This app is annoying calling and emailing with unsolicited requests, refusing to respond by email, they only want to talk over the phone, forgetting it is online business, ecommerce - digital economy.

They do not adhere to Shopify framework, they want you out of your Shop to create a login on their side while most of the app out there would use Shopify's framework starting with seamless and pleasant login form within the Shopify. So this is not a native Shopify app but some interface to their system, you have to go elsewhere, maintain yet another account (and accounting!).

Sales tactics are annoying and marketing collateral is unhelpful defeating the purpose of the online business, which is... online! Phone books are obsolete!

We never asked for anything of them, somehow they bought our address and been sending unsolicited offers and calling us pretty annoyingly.

We refuse to create accounts outside of Shopify and uninstall apps not supporting Shopify's SSO, demanding creating accounts on their end. We also refuse to take unsolicited calls and in general despise all spam.

Any "paracite" app leaching off Shopify sellers' hard work should not be placing unreasonable demands or burdens on Shopify sellers, should be thinking how to adhere to Shopify frameworks and be more usable and user friendly. Apps that demand a separate login and a credit card outside of Shopify should be banned from the Shopify App Store.

Verenigde Staten
Ongeveer een uur gebruiken de app
RouteApp LLC heeft geantwoord 20 juni 2023

Hi there, we deeply apologize for the unfortunate experience you had. Our utmost priority is to assist directly with any shortcomings and make things right for you. We will be contacting you within the next 24-48 hours to discuss how we can address and resolve the issue. If you have any further requirements, please feel free to reach out at any time through our Help Center or live chat:

All the best,
Leea, Customer Service

Bewerkt 20 september 2023

They were once great. But their customer service changed drastically and not for the better. A change in their code messed up our checkout and our customers could not check out. We dont know how much money in sales we lost due to this. Our guess is between $3000-$5000 in lost sales. I tried to get my account manager to meet with me to talk about my account and strategy but he refused and kept sending me to the automated system. In the past my account manager was amazing and made me feel so supported. In the end he stopped responding to my email and the thread was left unfinished. I was sad to leave an App I once loved so much. But if it isn't servicing your business, as a business owner, you have to move on. I have found a much better solution in another app.

Warrior Within Designs
Verenigde Staten
Meer dan een jaar gebruiken de app
RouteApp LLC heeft geantwoord 26 september 2022

Hi there,

Thank you so much for your review! We are so glad to hear this.

If you had any additional feedback or questions, you are more than welcome to contact us at, and we will be there to help!

All the best,
Leea, Customer Service

30 augustus 2023

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!

Verenigde Staten
3 maanden gebruiken de app
12 april 2023

I have never written a review but I felt like I had to in order to WARN YOU of route's FRAUDULENT business model.
They do not honor anything they claim to protect. They just say, this claim did not fit our protection policy. they make money off of you and PISS your customers OFF!

We are currently self insuring our packaging, we are very happy and immediately send a replacement in case of a loss or damage and we are in control of our customers happiness and the money WE KEEP kind of evens out WITH THE MONEY OF LOSS. SO, if route is legitimate, how can they make profit and satisfy your customers?



Verenigde Staten
4 maanden gebruiken de app
RouteApp LLC heeft geantwoord 26 april 2023

Hi there! Thank you for taking the time to provide us with your feedback. We are sorry to hear about any issues or miscommunications while using our protection feature. That is certainly not the experience we aim to give!

Please note that Route provides protection assistance in the event that a customer's order is lost, stolen, or damaged during transit. Our team follows our set claims policies, which can be found here: Furthermore, customers paying for Route Protection will have the option to click the Route Protection fee on or off when checking out.

If you or your customers have any questions about our policies or a filed claim, please don't hesitate to contact our team at any time through our Help Center, which can be accessed here: We are happy to help in any way we can.

Best regards,
Leea, Customer Service

4 april 2023

Route is a ripoff. Route controls how much your customers pay to protect their packages. They raise the rates as your claims increase (like it's your fault). Merchants have no control over the claims process so if a customer files a legitimate claim and is denied by Route, the merchant is out of pocket for the replacement. All of this is done while Route sits back collecting all the money your customers pay for shipping protection.

I recently switched to Navidium Shipping Protection, which gives me 100% control over the claims approval process, acts as an upsell in your store so, as the merchant, you get to keep the money charged for shipping protection, AND I get to set the price of the shipping protection for my customers. All for a nominal monthly fee. Its a WIN for me!

Don't download this app. Get Navidium instead.

Good Vibes All Purpose Cleaner
Verenigde Staten
Ongeveer 2 jaar gebruiken de app
RouteApp LLC heeft geantwoord 7 april 2023

We appreciate your feedback regarding your experience with our platform. We apologize if our service did not meet your expectations. We would like to clarify that Route's claims process is designed to protect both our customers and merchants, by ensuring that all claims are thoroughly evaluated and investigated before being approved or denied.

We understand that it can be frustrating to have claims denied, and we strive to make our claims process as fair and transparent as possible. That being said, we are always looking for ways to improve our service, and we thank you for sharing your experience with us.

If you have any further questions or concerns, please do not hesitate to contact our support team through our Help Center here:

Best regards,
Leea, Customer Service

18 april 2023

I have NEVER have people with an app phone me, and better yet so rudely demanding that I respond to the collaborator request. A request that was merely a week old and which they had sent ONE email about NO followup. They quoted my email, etc. as if I am supposed to leap at Route's request. People have lives, people have jobs & people may also have other businesses to run. The sense of self importance from the ROUTE staff was just absolutely unprofessional & appalling.

11 dagen gebruiken de app
RouteApp LLC heeft geantwoord 26 april 2023

Hi there! We are sorry to hear about this experience. We strive to provide our collaborators with professional and respectful service and we apologize if we fell short of those expectations as well as for any inconvenience caused by our follow-up.

We appreciate your feedback and will take this as an opportunity to review our communication and collaboration processes to ensure that we are providing a better experience for our collaborators in the future. If you run into any other questions or concerns you can reach out to us via our Help Center here: Our team will always be happy to assist!

Take care,
Leea, Customer Service

6 oktober 2022

We used the app for several years but support stopped responding to me when I asked with help uninstalling The app has been glitchy in our cart for several months and support always told me it was working as expected I wouldn't recommend this app to anyone

Verenigde Staten
Ongeveer 3 jaar gebruiken de app
RouteApp LLC heeft geantwoord 13 oktober 2022

Hi there,

We appreciate you taking the time to send in your feedback, and I am so sorry to hear of these concerns.

Our team would be happy to connect with you to help resolve any issues you are experiencing. Please feel free to contact your designated Customer Success Manager, or reach out through our help center here:, at any time.

Leea, Customer Service

16 september 2023

Aggressive sales rep. Poor customer service. Wouldn't refund $20 over an inadequately explained feature when I already had my own insurance plan. Do not recommend this company.

Selo Olive Oil
Verenigde Staten
10 dagen gebruiken de app
1 maart 2023

Very very disappointed with the service from Route. They increased our prices and broke our check out cart - on chat will raise the issue and the agent then just disconnected the chat without any information or follow up via email

6 maanden gebruiken de app
RouteApp LLC heeft geantwoord 6 maart 2023

Hi there,

Thank you for sending in your feedback! We are sorry to hear of any miscommunications or delays while working with our team.

We would be happy to discuss the details of the Premium Rate changes, and the issues surrounding your checkout cart as soon as possible so we can assist with a solution.

Feel free to contact us via chat on our Help Center here: and we will be there to help!

Thank you,
Leea, Customer Service