Route Protection and Tracking

DO NOT INSTALL THIS SHAM!! I have been using these people for over 16 months, 90% of my customer choose to use them at checkout. This past week, I got my 1st claim, I thought they are suppose to support us, if something happens, meaning- payout the customer from their insurance, instead they refunded the customer from MY account? Wait, what? I am so confused as to why that happened, they didnt even email me to notify whats going on or ask any questions, but also low & behold, the customer found her package & says she canceled the claim, Im fuming I was just scammed. Im getting rid of Route immediately. & customer service? None!

As the logistics manager for the shop, I've contacted Route support multiple times now regarding an issue where the system doesn't allow us to pass step 9 of onboarding. The app allows us to go through the entire process and clicking the "continue" button of step 9 would be the final action to take. However, no matter the device or browser used it simply does nothing. When it's closed out and relaunched It is stuck on a limited access portal screen. We have had to delete and reinstall the app multiple times with no luck. I am sure this is internal because a few days ago I set up this app on another store. So it seems like there is an issue completeing onboarding on this shopify account. I am only giving it 1 star because at the very least we should have received a response from support. They have never replied or contacted us back. I hope we never need support with the other shop.

During the Pandemic Route has decided to not protect the shipments over 30 days of order. I understand this is their business practice but during this Pandemic where shipping times have gone up to and over 45 days they have decided to not protect these against loss or damage. I was a long time user but this practice is down right not consistence with any values of a insurance company and a false protection for customers of having their shipments protected when they are not being protected. Route should be ashamed of themselves.

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.

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.

its impossible to get someone on the phone even if you are a merchant. Customers are not able to file claims! What is the point of this service?

I like this product / service BUT we've had an issue with ROUTE line items not auto fulfilling anymore, and it's been 2 months and multiple emails to continue to ask them to fix it. And still nothing. We're having to manually fulfil orders with ROUTE everyday. It's ridiculous. We'll be switching!

We were charged for route automatically when we wanted it as an option for customers to pay. Now we owe almost $180 because we could not get an associate to approve our request to change this? Complete BS and we are dropping route immediately.

App was great at the beginning as it solves the issue of items being stolen or lost and doesn't cost you anything. However it has become more and more difficult for customers to file claims or even get a response so I reached out for a customer... and waited... and waited... 8 days later they closed the request.... without responding to it!!!! Will be deleting the app and offering my customers shipping insurance a different way from now on.

Route made over $5,000 through my customers over the last 6 months (on top of anything they had to reimburse) but today I deleted the app. Guess 10k a year isn't important enough for them to answer their emails.

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.