Route Protection and Tracking

My company implemented Route onto our website a year ago and it has been an integral aid in our customer experience. The integration was very quick and the support team has always been expedient.

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.

Working well and customers enjoy the ability to protect their orders. The route platform is not as user friendly and how it works from a merchant standpoint is not explained thoroughly.

Route has been great. Our success manager Robert has been there at every step to help, and our customers have been taken care of quickly when shipping services fall short.

Great app. My customers have had no complaints so far and it seems fairly easy to add and use if necessary.

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.

This app came in very handy when dealing with missing packages! Prior, we were constantly back and forth with the post office and the Route claims process made it very simple to come to a resolution. Super seamless platform.

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?