Route: Post‑Purchase Platform

Very easy to set up and operate, they handle customer service for claims (unless you'd prefer to do it in-house), and they handle replacement ordering. The insurance is flowthrough, so cost-neutral to merchants and covers full value of order for loss, damage, or theft. Would definitely recommend for porch pirate-y US market.

The Route team is GREAT to work with! My customers love this service! Definitely worth having this added on to any online store!

Route gives our customers reassurance that if anything was to happen to their order they will be taken care of. Their rates are affordable and their claims process is quick and seamless.

This is a great way to avoid potential chargebacks from something that is above your control such as damaged items on arrival, stolen, or even lost packages. The claims process is simple and easy. I also love the fact that they send emails to customers as well if they purchase Route during checkout.

Because it works great. No hassles. Best shipping insurance. If you're not familiar with the process, it's fairly easy. I've never had a problem making a claim. To be honest, make the claim yourself on behalf of the customer. It's easier. Less hassle for your customer. I also add the insurance manually to orders that customers do not choose to add the insurance. I'll eat the cost knowing that I don't have to deal with the US Postal Service. It really does help you feel a little more secure when shipping expensive products.

Absolutely amazing! Route has saved me T H O U S A N D S! I couldn’t be operating this small shop without route!

Due to the known ongoing delays with couriers impacted being by covid-19, one of our customers had unfortunately been waiting for a long amount of time to receive their parcel which appeared to be lost in transit.

We then raised our first claim request with Route on the Dashboard area and waited for an update. We didn't receive an email or notification so we kept checking each day and later found by the end of the week the case was closed without a resolution for our customer.

As this caused confusion since there was no feedback given to why the claim was closed without any details, we raised a support ticket with Route.

We later received an email reply from Jordan at Route explaining the the claim case was closed assuming there was recent tracking information which wasn't the case. We also found our customer wasn't contacted by Route either.

We expressed our concerns around this since there was no movement in the tracking and the customer had already been waiting close to two months. We also mentioned to Jordan that Route's Dashboard didn't allow us to add any comments / notes upon raising the claim.

Jordan was very understanding and got right on it to investigate further.
She also promised to contact our customer and get back to us with a resolution.

A few days after, we heard back from Jordan confirming she was able to resolve the issue for our customer with a full refund.

We were very pleased with the professionalism and outcome that Jordan was able to provide in a quick timely manner as well keeping to her promise.

Our constructive criticism to Route's service would be updating the Dashboard to load quicker, an area to allow us to add notes / comments, have visibility on what is being communicated to customers, and receiving email notifications when updates have been made to the claim case.

Overall we haven't had any other issues with Route and highly recommend their service.

Thanks again also to Jordan for resolving our case.

Premium shipping insurance made sense fo my higher priced merchandise. I have been pleasantly surprised with the rate of adoption. Most customers opt to purchase Route. I believe it is trust building for my store and it is simple to add.

I've heard good reviews about this app so wanted to download it to my store. There was a glitch downloading and getting my account set up. I contacted Route and they walked me through it. Very helpful and great customer service!

Remove the need to worry about customers claims of undelivered, damagaed, or stolen packages. Route insurance has helped our customer service team have resources to handle the times in which a customer honestly or distinctly claims issues with their shipping service. At a no-cost for the business, the customer pays a nominal cost to have shipping service included and the integration at checkout ensures that over 70% of our customers choose to pay for this shipping insurance. I highly recommend this service for any business that has customer complaints related to damaged, stolen or undelivered packages.