Route: Post‑Purchase Platform , 405 reviews
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
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Merchants appreciate this app for its efficient customer support and user-friendly interface. It's praised for reducing the hassle of handling lost, stolen, or damaged packages, saving businesses time and money. Merchants report increased customer satisfaction and conversions since integrating the app. The claim process is efficient, resolving issues promptly. Described as a strategic partner, it provides an extra layer of order protection and meets customer expectations for quick replacements. The service is seen as mutually beneficial, enhancing customer peace of mind while benefiting businesses.
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We have a unique use case- however the Route team have been proactive and had open communication on how we can improve outcomes between both businesses as well as implementing those improvements. Installation was fast/easy and communication is quick even though we are in completely different time zones.
Hello,
Thank you for writing this wonderful review! We are thrilled to hear you have had a great experience with Route and the installation was a simple process. Route takes pleasure in offering world-class customer service.
Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help!
Enjoy your day,
Bianca, Customer Service
The app is a convenient solution for carrier mishaps which saves us and our customers time and money.
Hi there,
Thanks for the review! We are happy to hear you have had a good experience using Route. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help!
Best,
Bianca, customer service
This is a must have app. It covers you and your customers damaged, lost and stolen packages. Saves time and money for you and your customers. Super fast and they handle everything after a few quick questions.
Updated review: I have tried several different apps that claim protection but Route seems to be good as they file the claim for the issue. They have made a change in how the replacement orders will be processed and I have not had to use it yet. The Merchant will now be $ responsible to the replacement order, then Route issues a credit to the Merchant's billing account. We have products that range from $100-$4000 so this might not work for us. Some credits would take a year or more to work through the billings. The app will give your customers the confidence with shipping their orders, however now the claims are taking more than 6 business days to process and the dashboard does not show the status correctly. This might not be good enough to customers waiting for a replacement order. Customer service is only by email and the response time lags. Time will tell if we stay with Route.
Hi there,
Thanks for sharing your feedback with us. I’m so sorry for any inconveniences caused, but I’d be happy to clarify and offer further assistance.
Due to a recent automation update - Resolve via Platform (RVP) - replacement orders and refunds are now solved at the click of a button via Shopify and credited weekly back to your Route bill.
For more details on how RVP affects your billing, please read more here: https://help.route.com/hc/en-us/articles/360055934194-Route-Order-Issues-Resolution-Resolve-via-Platform-
While response times may have lagged in the past, RVP has allowed us to get our response time down to 24-48 hours as promised. Furthermore, most claims are now being resolved in that same timeframe as well. So overall, the experience is much faster for you and your customers.
In regards to Dashboard status updates, those are directly linked to the Route Support ticketing system and should regularly update along with your claim resolution.
However, if you have any future questions - claim follow-up or RVP billing concerns - please feel free to reach out to merchantsupport@route.com.
I’ve relayed your case to that team as well, so they’ll be on the lookout for any communications.
Best,
Jordan, Customer Support
We installed this app about a month ago. It was very easy to install and only took a few minutes before it was up and running. The tech guys walked me through the install and made sure everything was working. Within a few hours we had customers purchasing the insurance. It definitely has given our customers peace of mind when purchasing our product.
Love Route shipping insurance. It's really a win win for businesses, you get a free service to offer your customers which you don't even pay for, your customers do. I love how Route also covers packages stolen by porch pirates which is a big thing around the Holiday season. The team over at Route has been easy to work with and happy to help out with any customizations I've requested. Highly recommend.
We have not seemed to have any issues with the service and the customers who use it never complain. Being able to insure delivery this day and age is very important to many individuals and Families.
Hi there,
Thanks so much for sharing your experience!
We're so happy to hear that you and your customers have enjoyed the peace of mind that Route Package Protection offers.
We feel so lucky to partner with merchants such as yourself, and we are glad to protect your top-notch fly fishing products.
Should you or your customers run into any future questions, please feel free to contact our team at: https://routeapphelp.zendesk.com/hc/en-us. We'd be happy to help however we can!
Hope you and yours are staying safe and healthy,
Jordan, Customer Service
Relieves alll of my customer stress with packages not arriving and a peace of mind knowing they can be helped if purchased. Highly recommended!
Hello!
Thank you for your kind words. Route prides itself on offering peace of mind for merchants and their customers through our package protection If you come across any questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help!
Have a wonderful day,
Bianca
This app has been so great! The integration and installation were so smooth and the app is doing exactly what it should. Great app, definitely recommend.
We love using Route! Very simple integration and our customers love having extra protection on their packages. App is super intuitive and easy to navigate.
Hey there! Thanks so much for the great review!
Should you like to give further feedback, or have any other questions, please feel free to reach out to our team at: https://help.route.com/hc/en-us and we’ll be happy to help.
Take care,
Leea, Customer Service