Reviews (417)
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.
Feedback submitted
Merchants highly value the app for its package protection capabilities, which guard against losses from lost, stolen, or damaged packages, enhancing customer satisfaction and loyalty. It is noted for its easy integration and user-friendly claims process. Merchants also appreciate the proactive and effective customer service, making it a crucial part of their tech stacks for managing shipping-related customer service issues.
Refine
-
By rating
The integration process was easy, and our Reps, Easton and Karlee are super knowledgeable and very quick to respond. We are early in the adoption process however Route has already deflected several issues from our Consumer Affairs team. I expect this number will only grow from here!
Hello,
Thanks for taking the time to write this kind review! We're thrilled to hear you have had a good experience using Route! Route prides itself on offering great customer service and we are pleased your account managers have been helpful.
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 wonderful day,
Bianca, Customer Service
Used to be great customer service and REAL protection, now after having to ask my customers to file a police report.....this is ridiculous! DO NOT RECOMMEND!
This app has been very helpful to our customers and saves us time and money. Easy to set up and help recourses are available.
Hello there,
Thanks for this kind review! We are happy to hear we have been able to save you some time! If you ever have any questions, don't hesitate to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us
Thanks,
Bianca, customer service
This app is not only incredible and truly does increase conversion, but the customer support was outstanding. I need help desperately on a Saturday night and they were there to assist me. Thank you!
Route has helped my business a ton. We lose a lot of packages via USPS and route takes care of all it. It can be such a headache dealing with shipping issues. I highly recommend route for any small or growing business.
Hello,
Thank you for writing this review! We're happy to hear you have 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!
Enjoy your day,
Bianca, Customer Service
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!!!
Hi there,
Thank you for sending in your feedback. I am sorry to hear that your experiences with our product and team have not been the experience we aim to give.
If you have questions or concerns regarding replacement orders and refunds or our policies followed when approving and denying Order Issues you are more than welcome to reach out to your designated CSM directly or to our team through this link: https://route.com/help-center. We are here to help!
Take care,
Leea, Customer Service
This app has completely eliminated our international shipping risk. Best app & people behind it are solid with support.
Loved it at first, but I do not like the new way they handle claims and refunds. We got the app to take some of the burden off of our small team when it came to filing claims. Now they have made more work for us on the reporting end. Looking for alternatives.
Hi there,
Thank you so much for taking the time to give us your honest feedback! We are always looking to improve our practices and procedures, and I am so sorry that our claim process was not meeting your expectations.
Due to a recent automation and implementation update to our system - 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.
We have found that another great benefit of RVP is that it has allowed us to deliver on our promised 24-48 hour response time.
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-
Our Support team works to ensure that your customers will be assisted with ease, all with the necessary information to quickly find a resolution that will work best for them, and still following close within Route’s policies.
We are more than happy to help you find alternatives, and are always here to explore different approaches that may work best with your own processes–as we value your partnership and your time!
If you would like to continue using Route, please feel free to contact us at merchantsupport@route.com and we'll do everything we can to help.
For any future questions - claim follow-up, RVP billing concerns, or full-coverage inquiries - please feel free to reach out to merchantsupport@route.com.
Thank you,
Leea, Route Support Team
It’s an easy, inexpensive, effective solution to package protection! We enjoy the feature of package tracking, in addition to the actual protection for packages. I would have given it 5-stars if there were an easier way for customers to opt-in and opt-out in the shopping cart instead of just on the product page.
Hi there,
Thank you for this feedback! We are glad to hear our Track and Protect features have been beneficial to both you and your customers.
Our Support team is ready and happy to assist should you like to discuss opt-in and opt-out features further. You can contact us here, https://help.route.com/hc/en-us, at any time!
All the best,
Leea, Customer Service
They take money from the customers only to provide excuses when it comes time to fulfill a claim. Route has done nothing other than steal from my customers, and me. I highly recommend avoiding this company!!!