Route: Post‑Purchase Platform , 407 değerlendirme
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When I started using this app I told their represantative that I do drop shipping and packages may take 20 days in average to be delivered to customers and they insured that this won't be a problem at all.
With corona virus shipments got delayed for 40 days they covered claims equal to the amount they collected from my customers when they sold insurance through my website.
When the claims amount became bigger than what they have collected they stopped answering customer claims.
In result customers who knew that they have insurance considered this fraudulent sale of insurance from me and resulted in multiple charge backs.
It's absolutely horrible experience and not recommended to any one to use their service.
TL;DR "Route has been marking orders on my store as "paid" when they have paid me nothing, causing me to ship items to customers for free. This happened twice and they've been emailed about it many times and they've totally ignored the issue. Emailed 3 seperate staff members and no reply. Absolutely pathetic." I've been using Route across various businesses for 6-9 months so far. I will stop using Route by the end of this week as I have discovered Route has been acting *FRAUDULENTLY* regarding at least my business. In theory Route sounds great. Customers pay a small amount to have their shipment insured, if something goes wrong Route handles it. Great right?
Well in theory yes it worked that way for a while. However I've had a few issues I needed to manually resolve with Route and after emailing them about 4 times to 3-4 different people there over the course of 1 entire month and not receiving ANY reply I must say their professionalism is completely lacking. What makes it more deeply concerning is I have found 2 orders in my store where Route has "placed an order" on my store for a customer who filed a "lost shipment claim". This is normal.......however what is not normal is Route placing that order for the customer and NOT PAYING FOR IT. Route is supposed to work in a simple way. Customer logs a claim for lost shipment and Route places an order on your store (and pays for that order) out of their own pocket because the customer paid for the insurance....so Route must buy them a new product if its been lost.
I found on two occasions Route marked the new order as "paid" but actually it was just dashboard panel "paid" and no money actually exchanged hands. This basically means that Route was placing orders on my store and getting me to send products to customers FOR FREE (because route is supposed to pay us/me/the merchant) for the replacement order.
Thats exactly how insurance works. Something gets lost the insurance company pays. Route has been marking orders on my store as "paid" when they have paid me nothing, causing me to ship items to customers for free. This happened twice and they've been emailed about it many times and they've totally ignored the issue. Emailed 3 seperate staff members and no reply. Absolutely pathetic.
Hi there,
Thanks so much for sharing your experience with us. I’m so sorry for any confusion caused, but I’d be happy to clarify. We have recently made an important automation update and that is likely why you’re noticing changes with how certain reorders are catalogued.
This update - Resolve via Platform (RVP) - eliminates the time, effort, and cost required to resolve customer issues with a replacement order or refund when the customer encounters order issues with lost, damaged, or stolen packages.
In terms of billing under this new system, Route still pays for qualifying refunds and reorders, and merchants will be credited/paid weekly by Route for all refunds and reorders. Although we've changed how we format reimbursements, Route still works as promised.
For more details on what RVP will mean for billing, read more here: https://help.route.com/hc/en-us/articles/360055934194-Route-Order-Issues-Resolution-Resolve-via-Platform-.
I hope this information helps, but please feel free to reach out to us with any other questions at merchantsupport@route.com and we’ll be happy to assist! I have notified our team to be on the lookout for any future emails.
Best,
Jordan, Customer Support
Beyond frustrated with this app. First, it has been causing checkout issues for my customers from day one. If they selected Route, their entire cart would empty! When I contacted support I got the run around for months with them claiming it must be something else on my website. Eventually Shopify Theme Support was able to pinpoint the problem code and prove it was Route's coding that had been causing the issue. Even though I was able to provide the exact coding issue and tell Route support exactly how to replicate the issue, it still took weeks for them to resolve it. Then there's the whole reimbursement thing. Route issued a refund to one of my customers in November, and I have yet to receive the reimbursement for it! Once again, getting the run around from billing saying they paid it, without being able to provide one shred of proof that they have (transaction number, date, amount, etc.) All they can show is they were supposed to reimburse me, which I agree with. However my bank account shows they never did. Been trying to resolve this issue with billing for far too long! Their support is not helpful and I'm tired of getting the runaround. At the end of the day, your customers are still going to come to you if there's a shipping issue, so may as well handle it on your own and save yourself the extra headache.
Hi there,
Thanks so much for providing this invaluable feedback. We’re always looking to improve our merchant experience, and I'm so sorry yours was less than ideal.
We're happy to hear that our implementation team was ultimately able to resolve your Route asset snag, but we sincerely apologize for the delay. We understand that every store is unique and strive to provide custom solutions to every merchant's needs as fast as we possibly can. However, sometimes issues do arise in the installment process and we're so sorry you had that experience.
We also apologize for the confusion our new automation & reimbursement systems may have caused. While our customer success and finance team was able to work closely with you and dig into this further, we do truly apologize for the abnormal reimbursement wait time. As we are committed to resolving every issue experienced, we followed up with billing and confirmed that the remainder of your credit was processed last Friday.
Again, we greatly appreciate you sharing your experience. While we are working hard to make things right, we are so sorry for any frustration or misunderstandings caused.
Hope you have a wonderful week,
Jordan, Customer Support
My experience with Route was the worst I've had with any Shopify app. They have everything set up nicely to entice you to sign up and make sure they get paid from your customers opting in for protection. It took 40 days for me to get my claim reimbursed and countless excuses as to why week after week I couldn't get my payment. Also, be prepared to pay for the claims yourself then fight to get your money back from route. They don't send notification before the charges are reversed or when a claim is filed just be prepared to be surprised by a negative balance in your shopify store. It took me contacting Shopify merchant support to get my claim reimbursed. I definitely do not recommend this app.
Hello there,
Thanks for taking the time to reach out. We're sorry for any issues regarding your reimbursements. I do see there was a bug in the software we use that caused delays in receiving your reimbursement. I understand how incredibly frustrating that can be. However, it was fixed and you should be receiving your payout.
For any claims paid outside of those filed with Route, we require the merchant to let us know so we can reimburse them. I do apologize if this causes any inconvenience. Please reach out if you have any further questions at: https://routeapphelp.zendesk.com/hc/en-us
Thanks,
Bianca, customer service
We have been using this service for a couple of months now. Almost every customer selects it at check out. BUT route denies every claim. So disappointing. This was supposed to help customers feel more secure about packages being protected but this app is such a letdown. We will be going back to our old insurance app.
Hello,
Thanks for taking the time to write a review. We are sorry to hear you have a less than exceptional experience with Route. We would be happy to go over any issues you feel have wrongly been denied. You can contact our team at: https://routeapphelp.zendesk.com/hc/en-us
We want to make sure we make things right for you and your customer. You can also reach out if you have any other questions. Thank and enjoy the rest of your day.
Best,
Bianca, customer service
I have never written a review but I felt like I had to in order to WARN YOU of route's FRAUDULENT business model.
They do not honor anything they claim to protect. They just say, this claim did not fit our protection policy. they make money off of you and PISS your customers OFF!
We are currently self insuring our packaging, we are very happy and immediately send a replacement in case of a loss or damage and we are in control of our customers happiness and the money WE KEEP kind of evens out WITH THE MONEY OF LOSS. SO, if route is legitimate, how can they make profit and satisfy your customers?
THE ANSWER IS THEY DON'T, THEY ONLY MAKE MONEY AND LEAVE YOU AND YOUR CUSTOMER PISSED.
UTTER DISRESPECT.
Hi there! Thank you for taking the time to provide us with your feedback. We are sorry to hear about any issues or miscommunications while using our protection feature. That is certainly not the experience we aim to give!
Please note that Route provides protection assistance in the event that a customer's order is lost, stolen, or damaged during transit. Our team follows our set claims policies, which can be found here: https://shoppers.help.route.com/hc/en-us/articles/6017831679511-Route-Package-Protection-Policies. Furthermore, customers paying for Route Protection will have the option to click the Route Protection fee on or off when checking out.
If you or your customers have any questions about our policies or a filed claim, please don't hesitate to contact our team at any time through our Help Center, which can be accessed here: https://merchants.help.route.com/hc/en-us. We are happy to help in any way we can.
Best regards,
Leea, Customer Service
Everything about their business model is broken. First off, they pitch you that Route is free to merchants. That's not true. They tack on their "protection-product" at checkout, and you pay merchant fees + Shopify commission on their plans. Secondly, the customer experience is awful. Put yourself in your customer's shoes, they order from you, and their package never arrives, despite the carrier saying they delivered it. First thing they do is contact you "hey where's my package?" You send them to route to file a claim, who then says "ok, it's probably stolen, go file a police report and upload it." Ok, when is the last time you filed a police report? Yeah, I didn't think so. So the customer is left frustrated, and harassing you. In the 5 months I used route, they approved a grand total of one claim, while making anywhere between $5k-$9k from us. Instead, move towards self-insuring. Call it package protection, offer it to your customers, and keep the money for a couple times a month you'll need to reship. Route is well funded, with an aggressive sales team, but in the end, their business model makes zero sense. If you'll think about it, you'll know I'm right. Worst of all, I'm pretty sure these guys have been paying off app developers who make competing products. A really well-built app shut down overnight and is now "recommending" route. *caugh *caugh.
Hi there,
Thanks so much for your candid feedback. We are always looking to improve our practices and greatly appreciate you sharing these details. Our sincerest apologies that your experience fell short of expectations, both with platform fees and Route protection policies.
In accordance with our policies, Route Package Protection is free for merchants and available for purchase to customers on the cart page. However, please note that if you use any 3rd party platforms such as Shopify or PayPal, they may incur their own separate fees.
We were able to look into your customer claims, and it appears that - out of those unapproved - the majority were filed either out of coverage timeframe or the customer was unresponsive after the request was sent to post a police report. Per Route policy, we do require short waiting periods for delivered (but not received) or stuck-in-transit items to ensure they weren't prematurely marked as delivered or temporarily held up en route. Additionally, we require police reports for high-priced orders delivered but not received to help us and local authorities track trends and ensure reorders arrive safely.
I hope this helps clarify your customer claim resolutions, but we are so sorry for any confusion caused regarding our package protection coverage and police report requirements. For a more detailed outline of our policies, please see: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies. Our specialists are trained to give step-by-step instructions on how to file a report, and we are so sorry if any information remained unclear for you and your customers. We have flagged this feedback to our team and are reviewing police report filing instructions to ensure they're as clear as possible.
We do currently offer features for merchants to customize their coverage to better fit their business practices and build a more seamless customer service flow. Should you be interested in exploring those options in the future, feel free to reach out to us at merchantsupport@route.com.
Again, we greatly appreciate you sharing your experience, but we are truly sorry for any frustration or misunderstandings caused regarding platform fees or protection policies.
Please let us know if you have further feedback or questions, and we'd be happy to assist.
All the best,
Jordan, Customer Service
The dashboard on this app has been almost useless for us. It will only show you 7 day views and nothing is able to be exported. We were expecting a much better UX and feature set based on having several calls with the Route team that unfortunately was not there. Now we're already removing the app (which all our customers have now seen) from our store just a month after launching. Was not worth the hassle it's created.
Hi there,
Thank you for bringing this to our attention. We are sorry Route's dashboard wasn't able to hit your standards. We can definitely understand how frustrating that can be. I do see you have been in contact with your CSM about your concerns and she has been able to pass along this feedback.
If you come across any other questions or concerns, please don't hesitate to reach out at https://routeapphelp.zendesk.com/hc/en-us. Thanks and have a great rest of your day!
Best,
Bianca, customer service
Banner is not showing properly on mobile and desktop. Option does not appear at checkout. Contacted customer service atleast 5x for days and NO RESPONSE. Terrible service!
Hi there,
Thanks for taking the time to reach out. I am sorry you had a delayed response regarding your banner! I do see one of our agents was able to get you taken care of. We appreciate your patience on the matter and please reach out if you have any further problems regarding your banner. Thanks and enjoy your day!
Best,
Bianca, customer service
Probably the worst app I've ever attempted to use. And their customer service is also not the best. I emailed them for a month as the app was bugging my checkout flow and I lost sells due to them, but I still wanted to use the app and their answer after making me wait this long was "I have just asked the implementation team about this issue and they let me know that it won't be fixed anytime soon considering the backlog of bugs currently in queue. They are also having a difficult time replicating the issue so it will take a while to fix. I don't have an ETA from them on when this could be fixed. I'm terribly sorry about that, but I will keep this ticket in my "on-hold" queue and let you know when I have any updates." A literal "we don't care!".
Hi there,
Thanks so much for relaying your experience to us. Our sincerest apologies for the implementation bug and delay as our team is working through a log of over 7k merchants on a variety of platforms. We were able to connect with them last week to prioritize your website snag and do everything we can to make things right.
We are so sorry you felt our initial response was inadequate. Our logs show we responded within our usual 24-48 business hour goal and helped solve that initial checkout error on the same day you reached out. We apologize that your implementation snag persisted and that the implementation delay caused frustrations.
We’re showing that our team was able to take a deeper dive into the issue and found that the checkout error was a result of the general network and Shopify network speed in Denmark. It appears there have been several other merchants experiencing similar snags that are also unrelated to the Route app:
1) https://community.shopify.com/c/Technical-Q-A/Cart-error-message/td-p/780481
2) https://community.shopify.com/c/Shopify-Discussion/Urgent-PLEASE-Cart-error/td-p/583948
Again, our sincerest apologies for the abnormal implementation wait and for any inconveniences you’ve experienced while working through your website troubles.
While one of our specialists was able to email you directly with this information, should you run into any future questions please feel free to reach out to us directly via your Route email thread or here: https://help.route.com/hc/en-us.
All the best,
Jordan, Customer Service