Route Protection and Tracking

"We have not received any negative feedback from our customers concerning claims filed with Route. The coverage is very affordable, making it more accessible for the customer. The added coverage on the packages is added piece of mind for us!"

We have been using Route for a few months now and have found it very useful. Almost no hassle on our end, and solves some headaches when packages go missing/are broken. In most cases the claims are approved without ever needing any action from our end other than referring the customer to the claims link.

Initial review (please read updates):

I used this app, and told my clients to buy the product to protect their shipment. When a long-standing client bought from me and her parcel was delivered to the wrong address (apparently, it was scanned delivered, but she never received it), Route forced her to submit a police report. I ended up having to submit the claim on her behalf. I don't know if it ...

The app works well and the service is good and hastle free. The only gripe I have that prevents this being a 5 star review is that there doesn't seem to be any option to automatically insure every order (i.e. I don't want the customer to opt it and I want every order I ship to be protected by route, even if I as the store owner need to pay for that). If the feature to automatically insure every ...

The only thing lacking from this app is communication to the seller when someone field a claim. For instance, they’ll tell the customer a replacement is being made when the seller has no idea this has even happened. For me, can’t remake certain orders due to limited supplies so this causes a problem. However, when you email route about it, they switch it to a refund so it’s a simple fix.

Overall ...

Route offers a very simple and efficient way to create and process the claim.
Their customer service is very prompt and efficient. One can get ahold of an actual person to resolve an issue within reasonable time. Their website is clear and easy to nativegate. And the claim process time is very reasonable.

Update: Changing our review from two stars to four. Route reached out with an apology and assured us that they have hired more customer service reps to help process the high number of claims they are receiving due to the pandemic. The errors from our previous claims have been corrected and new claims have been processed in a timely manner. It seems they have addressed their issues and are back to ...

Their customer service is horrible. They approved a claim, but are dragging their feet when it comes to payment. Ongoing for 3 weeks now. Update: It took a while, but they finally assigned an account rep who helped with the refund as promised. Hopefully I won't have another issue but it I do, she has said I can contact her directly.

We appreciate the service that Route offers. There are some features that we feel need to be improved for the future however this app allows us to offer our customers top notch customer service.

We heard about Route through ShineOn during a FB live session or zoom or something like that. We were made to understand that there was no cost to merchants and 1% of the cart value to be paid by the customer which seemed like a bargain based on what the big-boy carriers charge for "insurance" and how cumbersome their claim processes are. We couldn't see a downside. So we pulled the trigger. We ...