Route Protection and Tracking

Not worth it at all. A common issue I have is couriers not scanning parcels properly, and items get lost. Route requires me to go to my fulfilment company and obtain documentation that they dispatched it. The whole process is way longer and more work for me than if I claimed the order with my fulfilment company directly. Another common issue is that customers get their shipping details wrong, and items get returned to sender - Route do not cover this. Many customer complaints about not realising that they purchased the Route shipping protection. Route has made HUNDREDS of dollars from my in the couple of months I've been using them, and only one claim out of many has been successful so far. Plus, the way they have set up the protection - they show up as a 'product' in your store with about 80+ varients!! which has caused countless issues and strife - manually editing all varients across 4 stores (almost 360 items to edit), and it's caused havoc with my review platform Loox - even though I've tried to block the Route protection as an item to be reviewed, I have still had many reviews come up for this product which I don't want, and am wasting customers time and effort when I want them reviewing MY products instead. NOT WORTH THE EFFORT OR TIME.

Route's customer service is very helpful! They were able to fix a problem I was having in integrating Route into my store. There's always someone there to help! Requests for reimbursement are easy to initiate. Customers seem to like Route as well.

For four years we have had Route - spanning 527 orders and counting - and although our customers can opt out of purchasing it, most pay the small surcharge for the insurance (typically $1-3 for our orders).

Finally we had a case yesterday where we had to claim on it, where the customer had the parcel stolen from his mailbox. Route was incredibly quick to resolve, and to settle the claim for us by refunding the customer directly. No fuss; no mess. Thanks Route!!!

They earned over $12,000 from our customers while paying out $648, what a scam. They take well over 24 hours to answer an email and then it is with a question. They know its only a matter of time before store owners will dump this scam of an app. My manager installed I never would have.

Very helpful Customer Service, quick and easy.

It is good but also not too good. The on boarding was great, but after that.....

They handle each claim differently, they can modify orders and process refunds without an email or notification, and it's very hard to connect with someone there.

They do not have a way to email or call support, you have to generate a ticket via "live" chat and have to wait a day for someone to respond.

As nice as it is to offer insurance, it costs us the merchant 2.4-7 percent every time we sell Route depending on how the user paid. I wish they only collected 95% of what we sold so we didn't lose money. On average we sell 1000 in package protection a week. So it's small but it's still 24-70 dollars out of our pocket.

The team was able to help me troubleshoot a challenging customer and provided great backup of screenshots and dates so I could take them back to the customer and review. Super helpful.

Great app! Super quick and helpful responses.

Big sales push up front promising all your problems will be resolved without any of it backed up by reality once in use. Removing from our Shopify page after a year of use and zero customers actually being helped by it. They just want to use your small business store to skim money for themselves. For example, they will allow your customers to (unintentionally/accidentally) purchase Route protection on an in-store pick up order. They offered no remedy to this issue and don't really care. It's up to you to claw back the money.

Save your money and use shipping insurance through Shopify. At least for our store I found there's little value that Route provides, especially for the pricing. 2-3 months of having Route installed ended up costing us over $560 for a single claim filed. Additionally they are very unclear on their pricing structure