Route: Post‑Purchase Platform , 403 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 claim creation and processing, which saves time and money. It enhances order protection, reduces shipping inquiries, and boosts customer satisfaction. The straightforward self-service claims resolution is praised for its speed and ease. The app's customer service is noted for its promptness and helpfulness, making it a strategic partner for e-commerce businesses.
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Route lets me not worry if my shipments will arrive at my customers' homes safely without the threat of being mislaid or stolen. It's just one less thing to worry about.
Hi there,
Thank you so much for sharing your experience! We're so happy to hear that Route has alleviated any worry around shipments arriving safely to your customers.
We love partnering with merchants such as yourself, and we are happy to protect your professional, high-quality knives.
Should you or your customers run into any questions or delivery issues, please reach out to us at https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to assist.
All the best,
Jordan, Customer Service
Satisfied after 6 months. We've kept a sharp eye on claims, turn around time, and customer satisfaction using route. We've filed ~ 12 claims in the past 6 months and have not had any customer complaints. Turn around time is OK ~ 2 business days. Recommended based on our current experience.
Route has been great for us! It has built confidence for our customers and we have seen lots of people take advantage of Route! It was really easy to install, and we now have it on two other Shopify stores that we run in addition to our Water Filtration website.
Hi there,
Thank you for taking the time to write this kind review. We're happy to hear you have a good experience installing 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!
Have a nice day,
Bianca, Customer Service
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