Route Protection and Tracking

"We have not received any negative feedback from our customers concerning claims filed with Route. The coverage is very affordable, making it more accessible for the customer. The added coverage on the packages is added piece of mind for us!"

We have been using Route for a few months now and have found it very useful. Almost no hassle on our end, and solves some headaches when packages go missing/are broken. In most cases the claims are approved without ever needing any action from our end other than referring the customer to the claims link.

Initial review (please read updates):

I used this app, and told my clients to buy the product to protect their shipment. When a long-standing client bought from me and her parcel was delivered to the wrong address (apparently, it was scanned delivered, but she never received it), Route forced her to submit a police report. I ended up having to submit the claim on her behalf. I don't know if it will be approved or not, but the fact that they require police reports for mis-delivered packages is ridiculous. Be aware that this is the policy.

UPDATE: after 24 hours, they still have not replied to my complaint and have contacted my customer saying they cannot cover the lost package unless she files a police report. This is absolutely insane! PLEASE do not use this app in your store. Your customers will be completely angry and you will end up paying for the lost order yourself.

FINAL UPDATE: After posting this review and contacting support again, I received a prompt reply that the company understood the problem and that they would take care of the issue. They refunded my client who re-purchased her hats. Furthermore, they agreed to exempt our store from the requirement for police reports. Customer service goes a LOOOOOONG way and I am especially thankful for their help and willingness to meet my clients' needs. Kellee was especially helpful and wrote me several very kind emails and even offered to jump on a call to discuss the issues further.

I am leaving Route in place on my store, and will continue to encourage clients to use the service, now knowing that there's no automatic requirement for a police report. I have encouraged Route to consider lifting that requirement and addressing fraud in other ways-- which is why they said the requirement is in place for all orders over $100.

Thank you, Route, for standing behind your product and for promptly and kindly addressing my concerns. It's very much appreciated.

The app works well and the service is good and hastle free. The only gripe I have that prevents this being a 5 star review is that there doesn't seem to be any option to automatically insure every order (i.e. I don't want the customer to opt it and I want every order I ship to be protected by route, even if I as the store owner need to pay for that). If the feature to automatically insure every order (with no customer interaction needed) can be added then this would be a 5-star product for me.

The only thing lacking from this app is communication to the seller when someone field a claim. For instance, they’ll tell the customer a replacement is being made when the seller has no idea this has even happened. For me, can’t remake certain orders due to limited supplies so this causes a problem. However, when you email route about it, they switch it to a refund so it’s a simple fix.

Overall a very helpful app and the customer service is great for help installing.

Route offers a very simple and efficient way to create and process the claim.
Their customer service is very prompt and efficient. One can get ahold of an actual person to resolve an issue within reasonable time. Their website is clear and easy to nativegate. And the claim process time is very reasonable.

Update: Changing our review from two stars to four. Route reached out with an apology and assured us that they have hired more customer service reps to help process the high number of claims they are receiving due to the pandemic. The errors from our previous claims have been corrected and new claims have been processed in a timely manner. It seems they have addressed their issues and are back to functioning normally.

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Before Covid this insurance was a dream come true for us, they took care of customer claims quickly and efficiently, saving us both time and lost revenue. However, since Covid customer claims are being processed incorrectly resulting in us having to cover the losses ourselves. We are disabling the app for now and hope Route is able to fix their issues and get back to running smoothly again!

There have been more customers buy this than I expected. Seems like customers (and us) see a lot of value in the insurance since it is so cheap to get. Excited to keep using this for our business!

Their customer service is horrible. They approved a claim, but are dragging their feet when it comes to payment. Ongoing for 3 weeks now. Update: It took a while, but they finally assigned an account rep who helped with the refund as promised. Hopefully I won't have another issue but it I do, she has said I can contact her directly.

We appreciate the service that Route offers. There are some features that we feel need to be improved for the future however this app allows us to offer our customers top notch customer service.