Route Protection and Tracking

Route has recently fallen short of expectations. They charge customers a significant amount for package insurance, yet when it comes time to file a claim, they become unhelpful. Recently, they did not assist us with a lost package, and we have decided we will be taking our business elsewhere.

We highly recommend against this app. We have had no access to the features to file claims, our customers were unable to file claims on their own, and when you close your account, they want a year's worth of invoices for services not rendered.
A quick look at their Instagram will show you that they don't allow comments or show likes - red flags for any eCommerce business.

Definitely do not recommend. So much that I had to reinstall the app just to leave the review. Always have to fight with getting the customer taken care of with this app when you have a claim, support is lacking. They did end up paying the claims they owed after it was all said and done with though. There are better apps out there.

Horrible company as soon as they have to cover more than 2 orders they decided they " have to terminate services'. 100 order and 2 needed to be paid out and they end the service with us. I say go with another company for your website

We've used Route for over 3 years and just recently tried contacting them as our store had changed domains and got a new theme, and asked for expert help implementing the app again.

They proceeded to reach out and refuse to add Route to our store again until we reach 1000 shipped orders a month on a normal basis. Apparently they implemented this in early 2026, cutting off any and all businesses below this number.

Go elsewhere. Such a sham.

My store has over 30
+ sales for .98 Shopify says its a bot through this app. Hopefully the developers contact me soon. I uninstalled yesterday, but apparently it takes a couple days and my aov is suffering. The app is marking it fraud and returning money, Shopify says I have 2Factor Auth turned on so they can't get to any of my data! I'm so annoyed...

Customer service is impossible! It used to be good, but now you can't get anywhere.

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

Quick responses and exceptional staff! We're always satisfied with the help we receive from the Route team.

I worked with Route for over a year. At the start, their onboarding team was excellent and very welcoming. Unfortunately, everything after that went downhill. Customer service became rude, unhelpful, and extremely difficult to work with.

Throughout my time with them, I felt like I was simply giving the company money while my customers got nothing in return. The service provided no real value or protection to my shoppers.

When I decided to remove Route from my website, the experience was even worse. They offered minimal help to remove the code they had added and kept their code on my site, making the process unnecessarily frustrating.

I’m giving two stars only because the initial onboarding was smooth. If you’re looking for reliable order-protection for your customers, I recommend finding another provider. Route is not worth the cost or the hassle.