Route Protection and Tracking

Edit - Since writing this review we continue to have issues. Route again asked us to replace an order at our expense and promised us reimbursement within the week, it is now going on 2 weeks with daily follow ups where we are repeatedly lied to and told that the money has been paid when it in fact hasn't. They are falsifying information in the dashboard and not making payments even when they say they are - extremely fraudulent and dishonest company. STEER CLEAR UNLESS YOU WANT YOUR MONEY STOLEN. We have since found an honest and efficient company who offers far better and honest service and actually reimburses your money in a timely manner or reimburses direct to the customer.

Honestly have found the whole experience disappointing. When we signed up we didn’t realise we pay for the replacements and reimbursements up front, they refund direct from your Shopify store and create unpaid replacement orders without notifying you, meanwhile Route continues to debit their fee, so we are essentially paying them to provide the service for them and they don’t even tell you that they process claims in this sneaky manner. They debit their money every 2 - 3 days, but then we wait sometimes months for reimbursements so we are out of pocket for long periods. We don’t have an account manager and contact is complicated and confusing. We have also recently learned that we are charged nearly a $50 fee per reimbursement. We were never told this at time of sign up and were not given options. We will be looking for a more honest and reliable provider. Also, expect the customers premiums to go up if your customers actually make claims. Apparently you are penalised for using the claim service.

We've been using Route for a few weeks now and so far it's been great! Set up was very easy and the route support team has been excellent! We haven't had any customers need to use the service yet so I can't comment there, but most customers have purchased and I love being able to give them the option. The plugin looks great on our site and isn't too intrusive. That helps me know it's not affecting the conversion rate in a negative way... I'm willing to bet it'll increase it as customers will feel more secure about their purchase, especially since our product is a high enough price point that customers would be worried about losing it in the mail, etc. Super happy with Route, great app/service!

This app has been great to provide both merchant and consumer peace of mind when ordering. Our Route rep, Brad, is responsive, helpful, and great to work directly with. My only complaint is that our store dashboard where I can look orders up is so slow. I also wish there was something on our dashboard where we could see our bill by month, instead of just receiving weekly billing notifications.

Amazing app! We (along with every other Shopify store) have been waiting for a shipping insurance option for years and were just referred to Route. Great feedback from our customers with them adding Route to their orders, I would say a must have FREE app!

its impossible to get someone on the phone even if you are a merchant. Customers are not able to file claims! What is the point of this service?

I like this product / service BUT we've had an issue with ROUTE line items not auto fulfilling anymore, and it's been 2 months and multiple emails to continue to ask them to fix it. And still nothing. We're having to manually fulfil orders with ROUTE everyday. It's ridiculous. We'll be switching!

It increased my conversion rate immensely. Incredible service. Nearly every customer snags Route shipping insurance on their way to check-out, and it gives me and them peace of mind. Definitely recommend, I don't know why anyone wouldn't use this service!

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.