Route Protection and Tracking

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.

Historically, we have been a fan of Route shipping. Now, downgrading the review a neutral rating. They have helped replace many lost and stolen packages for our customers. However, recently they rubbed us the wrong way. During the pandemic, we were asked by our local PO to use the self-service kiosk to speed up the mainline as we only needed a scan since we handle packaging and postage at our facility. Knowing the SSK scan was recorded differently we reached out to Route for clarification as their website did not list the SSK type scan and they responded below. "We accept any tracking update regardless of where/how it was scanned. If there is an update to the tracking, we are happy to accept it as truth." https://help.route.com/hc/en-us/articles/360020320273-Why-is-my-order-stuck-in-transit-or-pre-shipment- After experiencing a lost package with a scan from the SSK they denied the claim and after further discussion with their support, they doubled down and would not cover the lost packages scanned using the SSK. They treat the SSK scan differently than a scan from the front desk. For the SSK to be covered they require an extra tracking update after the SSK scan for it to be covered if lost which is not the case if you scan a package at the front desk. They say they will update the website to clarify how the SSK scans are handled so future customers are aware of this. Time will tell if they do as they say they will. We do not recommend scanning packages at the SSK if you use Route as the SSK scans are held to a higher standard.

App is pretty good idea offering shipping insurance for customers. Team is ok to sub par at responding in timely manner. Wish it had more settings like add insurance to suspect customers in post or require insurance for international customers. Hopefully they will improve.

Edit: A representative of the company has reached out almost 500 days later and resolved this billing issue and offered an additional incentive for my brand. I was told they have undergone new management which i'm impressed about so far. The decision to edit this review was on my behalf not Routes.

Horrible company!! User BEWARE. I have had a canceled credit card for over 400 days and this company CONTINUES to try to charge the account and bill me when I have told this company MULTIPLE times to remove me from their services and stop billing me, yet they continue to bill a card thats been closed for over a year!! Customer service says they can't remove the app until the bill is paid!!! Shopify customer service please take note of these practices and please launch an investigaton! This is ridiculous this company is trying to make your customers responsible for paying a bill after repeated requests to cancel. They send me billing invoices everyday in my email and is becoming harassing at this point! Shopify please please please investigate this company, something is very unethical here! :(

I absolutely love this app, and I have been using for almost a year now. My only complaints is it takes such a long time for someone actually help you with installing it. I use other companies like AfterPay and they can install their service on a website same or next day. Unfortunately since the new online store 2.0 launched I had to update my Shopify theme and that meant to lose Route so I cannot launch all the new features the new theme offers until Route's team can implement the coding on my new theme. Other than that I love using their services!

The app was installed okay and works. Customers are just not using the service. https://www.kinkytoy.store/

App is just okay. I'm not sure it's worth the money with the issues you get. They withdrawal their money automatically weekly and my biggest issue is when I ship a package, it doesn't not update the tracking number. We have to enter it in. My customer are asking me all the time what is unfulfilled on there order and it always Route. It's some what of a pain.

Route app works great even though it has some problem in loading sometimes. This needs to be corrected because a lot of time customers could buy the product and wouldn't even know such a thing existed on the store.

I have been trying to add this app for hours and now I finally said forget it. It shouldn't be this difficult to add something to your site. Even watching up to 6 videos I still did not get it so I uninstalled.