Route Protection and Tracking

It's a great program. No risk for buyer or seller, plus a good reputation. I haven't used it yet, just added it to my shop last night, but don't foresee any issues, only benefits.

2nd UPDATE: Route was working fine on my website for a few months then randomly stopped. The toggle wouldn't turn on and my customers could not add it to their purchases. I tried contacting Route via 3 different methods. It has been over a week and no response.

UPDATE: After seeing my review, a Route rep contacted me. It seems they were not receiving my support requests. He was very helpful and got the app installed correctly on my website. It is working properly, no complaints.

PREVIOUS REVIEW: There's no support whatsoever. Wrote them several times and received no response. Couldn't get the app installed properly. I worry that if my customers actually need to file a claim, it'll end up getting ignored like my support requests.

Route has been amazing for our store, they have great customer service, their team is always willing to help, and our customers only have positive feedback to share when they purchase their coverage. I definitely recommend it to save on customer service while improving its quality.

Route is really great! Their team is responsive and they do not give trouble honoring their insurance commitments. Our customer love the piece of mind that comes with having Route as a Shipping Insurance option! Thank Team Route!

Route has been a great addition to our check-out process, particularly for our international customers. The pricing for customers is very reasonable even with our high value carts. It has been used successfully to reorder damaged/stolen shipments to our customers at no cost to (or input from) us.

The only real downside to using Route is its implementation with Shopify, as it creates a permanent product page and many (many) SKUs that can mess with fulfillment automation/ 3PLs.

Not an easier way exists to have piece of mind around the delivery of your products. They installed the app for me and every customer since has opted to purchase the shipping insurance. Such an easy way to add value to your customers' experience.

Route has been nothing short of amazing to work with. Quick service keeps my customers happy. I can count on them for fair and honest service. Thanks Route!

This is the worst app to work with. Very shady business!!! Creating orders on my store without consent or notifying, refunding orders without my consent and without notifying me. Has not been approving claims due to "Cosmetic damage". DO NOT WORK WITH ROUTE, WORST MISTAKE I HAVE DONE!!!

I was so happy to come across this app from a product I ordered from another company. I immediately looked for it and it's been almost a year since we have been using Route. We love it, the app gives the customer confidence that their package is protected and if something happens the ease of us filing the claim on their behalf. 99.8% of our customers opt-in for the app. The company is responsive and easy to reach by phone or email. I highly recommend Route.

5/12/2020

Update: I am updating our review to 4 stars based on Routes follow-up on the issues in our first review.

Part of our issue is that we didn't spend enough time getting to understand the claims process. Customers can file their own claim using the link in the Route confirmation email. Our customer encountered an error in this process. The screen on his mobile device froze and he could not process the claim. We were unaware that we can also process a claim on their behalf using the Route dashboard in Shopify Apps. As is the case with most unhappy customer experiences our anxiety about getting them taken care of quickly created a tense situation. If we had been more aware of our ability to assist in filing the claim we may not have been as frustrated with Routes initial slow response to the issue. Route did respond within a couple business days which I felt was unacceptable and is one of two things they need to fix. The second being the customer experience with filing a claim on their mobile device. I did ask to be made aware of what created this issue and that it has been resolved. I have not heard back.

Overall the Route App is solid. I don't agree with other reviews about the difficulty installing the code. It was easy for us and Route helped to get it completed in a timely basis.

The service itself is very popular. We sell high ticket goods and nearly all customers opt in to Route.

Route quickly paid the claim and initiated an order through Shopify on the customers behalf. They used a credit card on the system so FGI and the customer were made whole.

I would also like to know more about what is required in making a claim. And what Route does with the carrier in return. What happens to the damaged goods? Who pays to ship them back? How does a carrier receive feedback about damaged shipments so they can improve their ship service? But these are not high priority questions.

If Route continues to improve and the service continues to be popular we'll be along term happy customer.

Kevin Sullivan
CEO
Forever Green Indoors

5/2/2020

UPDATE: After escalating the claim to a number of people I received communication from a Route Executive and another individual who were both helpful and apologetic about the delayed responses to our customer. He offered the customer an option for a refund, or a replacement. The customer elected for a replacement and Route purchased the product on his behalf to settle the claim. This was our first experience with a claim, and although not ideal, it seems to have satisfied our customer so we are satisfied as well at this time. I moved the review up to 3 stars. And I will move it up again if we continue to experience positive improvement with the Route team. I now recommend Route again, with the caveat that it would be a good idea to discuss expectations of claim communication. I'm unsure if the issue our customer faced with the mobile app for making claims has been fixed. We'll do what we can to look in to that. It would have likely avoided much of this review.

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5/1/2020

Very disappointed with Route. I had high hopes with the service. Our customers were nearly unanimously selecting to pay for the extra coverage. Our first claim involved an unhappy customer who received a badly damaged product shipped by UPS. The customer was unable to file a claim with route. Repeated attempts to contact sales failed. Unsure if the people who sold us this are even working there now. Had some success with technical support connecting us with a product support person who sent a curt email that Route was experiencing "high volumes of claims due to Covid 19". I am really disappointed in Route and we've disabled it in our cart. If the matter is resolved I'll change this review. At this point I'd give it fewer than one star for the money they collected versus the service they have provided. Avoid this app.