Route: Post‑Purchase Platform , 407 รีวิว

I have been using Route since I have opened my online boutique... I love Route and my customers love it too!! Super Easy to install, simple set up for the customers to use, and easy process if items gets lost, stolen or damaged!!! It’s a no brainer! I would definitely recommend Route to any of my fellow business owners who ship products out!

Great App. I just try to calm down my customers in this pandemic period and ask them to claim after 7 days so my customer is still ok with it and Route still not lose their profit.

I've been using this app for about a month now. I think it actually did help with conversion. However, I did have some issues with it after a customer complained. The staff reached out to me promptly and helped me figure out ways we can help the customer while they work on addressing some of the issues I raised on the upcoming version of the app.

"Working with Cyntia has been so great and you guys have always been helpful and accommodating to all our needs. Your response times are fast and the customers that utilize route haven't had a whole lot of issues. It is much easier to work with you all than with USPS when it comes to issues with missing or damaged packages."

Route has been a game-changer. There is nothing worse than receiving complaints about damaged products and Route has lifted that off or our shoulders. I was skeptical at first, but was reassured to find that they treat my customers with the same "white glove" service that I strive for. They were helpful and friendly in setting everything up and it has been an easy addition to our store. I only wish I had found out about their service earlier. Highly recommended even if you have have a small damage rate.

This app has potential, but is seriously lacking after the latest update to policy. We have been utilizing Route throughout 2020 and initially had a great experience (timely communication in helping to get it installed on our site and also with our customers when there was an issue). HOWEVER, beginning this autumn 2020, Route changed its policies where when a claim is filed by a customer and approved by Route they do not immediately reimburse your account. Instead, if the claim is approved, they will immediately create a replacement order within your store and mark it as PAID and the claim as RESOLVED. Unfortunately, this order is NOT actually paid for at that time, nor is it fully resolved, as new policy dictates that they, theoretically, will now only reimburse claims on a WEEKLY basis (I say theoretically as I have not received reimbursement as of yet from the billing period ending 12/13/20, and there is no reimbursement scheduled on our invoice history w Route). This new policy, even when working as it should, easily leads to complications with the customer as they obviously want their new product shipped out ASAP, however, as a shop I need to explain to them that I will not ship out a replacement until payment *actually* clears from Route. Other issues that have also cropped up recently is poor communication (they take several days to respond to emails [if at all], and are curt in their messages, not answering fully and ignoring assistance requests). There is no phone number or live chat to speak with anyone in real time, so email is your only available method of communication with CS. Also, take note that their insurance does not cover the cost to ship the new item covered in the claim, so although a claim may be filed and approved, Route does not pay for reshipment of the replacement item, nor does the customer -- it will have to come directly out of the shop's pocket...not ideal for international packages or items that are pricey to ship.

LOVE ROUTE! During all that is happening in the world lots of packages are getting lost or stolen and they have been so great to help my customers! HIGHLY recommend they have helped my customers feel taken care of!

Awesome customer service! Filing shipping claims takes so much time for merchants. Route helps with this process by having the claims handled by your customer through an easy process and then they do the rest. It is a pleasure working with Cameron and his team! Thanks for the support.

Our representative has been so nice to work with and answers all of our questions quickly(:
The policies on the other hand can be confusing at time.

Route made the integration to our Shopify store as seamless as can be. We noticed an immediate insight into our customer behavior where they are quick to maintain the Route insurance in the cart and throughout checkout. We greatly appreciate all of Route's help in providing additional options to help our customers feel secure with their purchase.