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route only replaced 5 packages for us in the last 6 months, our out of pocket for replacements is still astronomical because route doesn't approve MOST claims. their app has been removed from the google play store and we have received constant customer complaints about their lack of service. this company is a scam and shouldn't be on the app store
Hi there,
Thank you for sharing this feedback. At Route, we pride ourselves on offering world-class customer service, and we’re so sorry to hear your experience fell short of expectations. We’d be happy to look into your situation and help or clarify however possible.
After reviewing your customer order issues, we’re showing that those closed or denied were due to the following reasons:
1) Order tracking showing “unfulfilled”.
In such cases, Route will refer the customer to the merchant for a fulfillment update or updated tracking (should the order have been shipped but the tracking not updated). Once the order is fulfilled, Route coverage still applies.
2) The order issue was filed outside of Route’s coverage policy timeframes.
Issues delivered and not received, or delivered and broken, must be filed within 15 days of the delivery date. On lost issues, a customer must file within 30 days of the last tracking update. For a more detailed overview of our policies, please see: https://routeapphelp.zendesk.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies.
3) After Route reached out for more information, the customer never responded.
In these situations, Route sends two reminder emails every 48 hours. If the customer doesn’t respond within 48 hours of the second reminder email, the ticket is automatically closed. Should the customer eventually respond on these threads, the ticket is then reopened and addressed within 24-48 hours.
4) Tracking update or delivery after an order issue is filed.
When a tracking status is updated or marked as delivered after a customer issue is filed, the customer is notified that their package is on its way or has been delivered, and the ticket is closed.
Our sincerest apologies for any confusion caused regarding the filing process or coverage policies and timeframes.
If there are any you feel any customer issues were wrongfully denied and need to be revisited, please reach out to us at merchantsupport@route.com and we’d be happy to assist. Additionally, we’d be happy to clarify any of the above policies or procedures as needed. Our team has been notified of your feedback and will be on the lookout for any future emails.
Feel free to reach out with any other questions as well. We’d love to help however we can.
All the best,
Jordan, Customer Service
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
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: https://merchants.help.route.com/hc/en-us and we will be there to help!
Thank you,
Leea, Customer Service
Terrible experience. The app is glitchy, it doesn't handle well order edits. Customer service doesn't reply or sends canned answers. And when a package is lost they DON'T pay! There's always an excuse. I have been dealing with them for 2 months to get paid for a claim. And they didn't approve another claim that should have been. I am pulling this app out of my store.
Hi there,
Thank you so much for your candid feedback! We are very sorry to hear that you’ve had a challenging time with claim approvals and app glitches. We would be happy to look into any claims that you feel should have been covered. I’ve notified our team to look out for an email from you at merchantsupport@route.com so we can review our policies and get everything squared away from you.
In the meantime, you can look at our package protection policies here (https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies) on our Help Center. Often times that helps to clear things up, as well!
Hoping your year is off to a great start!
Holly, Customer Support
They placed an order for our customer who lost her package WITHOUT paying. Customer service has no response when asked about the detail of the issue/payment. Feel frustrated about the service." More than a week passed, I have not got my reimbursement back yet even after everything they requested set up, no direct response to my question. Really bad service!
Hi there,
Thanks for your review. I’m so sorry your experience was less than perfect, but I’d love to help clarify. We have recently made an important automation update that slightly affects how Route-covered reorders and refunds are recorded.
This update - Resolve via Platform (RVP) - allows us to process replacement orders and refunds at the click of a button via Shopify for a much faster resolution time. These orders and refunds are still covered by Route, but credited weekly back to your Route bill. While the format of reimbursements has changed, Route still works as promised.
For more details on how RVP affects your billing, please read more here: https://help.route.com/hc/en-us/articles/360055934194-Route-Order-Issues-Resolution-Resolve-via-Platform-
If you need anything else, feel free to reach out to merchantsupport@route.com and we will get you taken care of as soon as possible! I have notified our team to be on the lookout for any future emails.
Best,
Jordan, Customer Service
Great idea but we do not understand why it has to be a physical product at checkout. It creates a multiple of issues. For example bundle discounts buy 3 items and save it counts route insurance. There is more always shows on what else would you like buy no way to exclude it. The headaches are too much to handle
Absolute rip off. My customer received her crystal which was damaged in transit at the tip. They claim it is only "cosmetic" because the item is still usable but that would mean any of my crystals technically would never be covered as all of the damage would be "cosmetic." Now my customer has paid for a service and they are being ripped off since Route won't cover it. Personally I feel like this is a big oversight on their part. Not all items damage the same way. Be cautious when downloading this and helping your customers be ripped off. NEW EDIT: as you can see in their answer below they did resolve my orignal issue but that is because I threatened to call the BBB on them, not out of the goodness of their heart. Damage is damage even if it is just a chip so their policies allow them to accept or deny claims at their discretion and I am assuming its usually denied. I cancelled them on my shop because they have changed a lot of their policies including that if a package is marked as stolen customers may have to file a report with the police. I have a lot of black customers and I would NEVER ask them to make contact with the police for something as little and stupid as a lost package when Shipsurance does not require this. I also just had an international customer have their claim denied which I am currently trying to dispute. He thought it was lost in customs so waited to file a claim in the hopes it would arrive and now they have denied him saying he waited too long. With COVID and extended wait times for international shipments it seems like AGAIN they just do not want to pay out for services they have been paid for. Absolutely don't deal with these people. They are a total rip off. Second edit: They will not cover my international shipment that was lost in transit. If I had insured it through Shipsurance for $0.70 I would have not had to pay out over $100 to my customer who spent THEIR OWN money on Route's product.
Hi there,
Thanks so much for your candid feedback. Route prides itself on offering top-notch customer service to our merchants, and we are so sorry your experience fell short.
I’m showing that the customer in question submitted a photo in which no damage is visible, and that the specialist made a cosmetic damage call based on the photos provided.
The customer and yourself responded mentioning that the damage was indeed not cosmetic and would fall under Route policy. With that additional information, it appears our specialist was able to get managerial approval to cover a refund for you customer.
Our sincerest apologies for any confusion or misunderstanding. Per Route policy we cover damage that renders an item unusable, and not minor cosmetic scratches or dings: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies
We understand many merchants sell specialty products such as artwork, crystals, etc… and our team is always happy to work with merchants to find the best solution for their products.
Again, we’re so sorry your experience fell short of expectations, but we’re happy we were able to take care of your customer.
We would love to continue our partnership, and are always available to discuss coverage options on your crystals. If you are interested in continuing but would like to explore how Route will best work for your store, please reach out to csm@route.com and we’d be happy to assist.
Hope you had a lovely weekend,
Jordan, Customer Service
PLEASSSSE whatever you do, DO NOTTT get this app!! I've had this app for a few months and everything was going great until I had my first claim. They refunded the customer FROM MY ACCOUNT, without MY KNOWLEDGE. You can't call them only email. Once I emailed them about the refund. I deleted the app. I received a email about getting reimbursed for the refund and I needed to make sure that my account information was up to date. An hour after I updated my information, my card was charged 14 times. I've turned my card off and I've gotten 5 more notifications that my card has been declined as my card is off. ALL CHARGES ARE FROM RPT! I've called Shopify and sent them pictures and I will be going to my back in the morning. PLEASE TAKE THIS AS YOUR WARNING. It's not worth it.
Hello there,
Thank you for taking the time to write a review. We are sorry to hear you haven't had a good experience using Route. We would be happy to clarify any confusion. Route will refund the order subtotal and taxes to the customer's original payment method, and issue a reimbursement to the merchant for the same amount. If you have more questions on how this works you can use the article here: https://help.route.com/hc/en-us/articles/360055934194-Route-Order-Issues-Resolution-Resolve-via-Platform-
However, you definitely should not have 15 charges on your card. If you could email us at csm@route.com, we would be happy to look into this matter for you. We appreciate your patience on this and we look forward to hearing from you.
Thanks, and enjoy the rest of your week!
Best,
Bianca, customer service
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.
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.
Hi there,
Thanks so much for sharing your experience with us. I’m so sorry for any confusion caused, but I’d be happy to clarify. We have recently made an important automation update and that is likely why you’re noticing changes with how certain reorders are catalogued.
This update - Resolve via Platform (RVP) - eliminates the time, effort, and cost required to resolve customer issues with a replacement order or refund when the customer encounters order issues with lost, damaged, or stolen packages.
In terms of billing under this new system, Route still pays for qualifying refunds and reorders, and merchants will be credited/paid weekly by Route for all refunds and reorders. Although we've changed how we format reimbursements, Route still works as promised.
For more details on what RVP will mean for billing, read more here: https://help.route.com/hc/en-us/articles/360055934194-Route-Order-Issues-Resolution-Resolve-via-Platform-.
I hope this information helps, but please feel free to reach out to us with any other questions at merchantsupport@route.com and we’ll be happy to assist! I have notified our team to be on the lookout for any future emails.
Best,
Jordan, Customer Support
Beyond frustrated with this app. First, it has been causing checkout issues for my customers from day one. If they selected Route, their entire cart would empty! When I contacted support I got the run around for months with them claiming it must be something else on my website. Eventually Shopify Theme Support was able to pinpoint the problem code and prove it was Route's coding that had been causing the issue. Even though I was able to provide the exact coding issue and tell Route support exactly how to replicate the issue, it still took weeks for them to resolve it. Then there's the whole reimbursement thing. Route issued a refund to one of my customers in November, and I have yet to receive the reimbursement for it! Once again, getting the run around from billing saying they paid it, without being able to provide one shred of proof that they have (transaction number, date, amount, etc.) All they can show is they were supposed to reimburse me, which I agree with. However my bank account shows they never did. Been trying to resolve this issue with billing for far too long! Their support is not helpful and I'm tired of getting the runaround. At the end of the day, your customers are still going to come to you if there's a shipping issue, so may as well handle it on your own and save yourself the extra headache.
Hi there,
Thanks so much for providing this invaluable feedback. We’re always looking to improve our merchant experience, and I'm so sorry yours was less than ideal.
We're happy to hear that our implementation team was ultimately able to resolve your Route asset snag, but we sincerely apologize for the delay. We understand that every store is unique and strive to provide custom solutions to every merchant's needs as fast as we possibly can. However, sometimes issues do arise in the installment process and we're so sorry you had that experience.
We also apologize for the confusion our new automation & reimbursement systems may have caused. While our customer success and finance team was able to work closely with you and dig into this further, we do truly apologize for the abnormal reimbursement wait time. As we are committed to resolving every issue experienced, we followed up with billing and confirmed that the remainder of your credit was processed last Friday.
Again, we greatly appreciate you sharing your experience. While we are working hard to make things right, we are so sorry for any frustration or misunderstandings caused.
Hope you have a wonderful week,
Jordan, Customer Support