Route Protection and Tracking

Customer service is unresponsive and promises a 2-5 day wait for fee installations, but delays extend beyond 2 weeks. The chat option is manned by a bot, not a person, leading to prolonged response times via email. Ultimately unhelpful, I uninstalled the app and suggest exploring alternatives. As a business owner, this level of customer service is unacceptable.

Initial experience was great! The service was exceptional and helped us tremendously through the 2019 Holiday season. Our connection broke sometime in early 2020 and we didn't notice until May (we didn't have any shipping issues). I was surprised no one from Route reached out to us regarding the disconnect from our website. We recently had our first claim in months and it has been a nightmare. ...

I can not say that I recommend this service. I used it for more than six months and during all this time I had THREE cases related to delivery problems. And only ONCE did Route cover the cost of the lost item. The last time I received an alarm notification from the post office about a parcel. Track number did not work. I wrote Rout's support and was told they couldn't help with it. Hundreds of ...

Everything about their business model is broken. First off, they pitch you that Route is free to merchants. That's not true. They tack on their "protection-product" at checkout, and you pay merchant fees + Shopify commission on their plans. Secondly, the customer experience is awful. Put yourself in your customer's shoes, they order from you, and their package never arrives, despite the carrier ...

We lost thousands of dollars of revenue because the Route app script somehow converted our subscription products into one-time purchases. Therefore, the subscriptions never renewed, and those sales were lost. This didn't come to our attention until we noticed that recurring sales were significantly down after a couple of months. Beyond that, we were told that they would investigate the issue, but ...

The set-up took no time at all! We had our first customer using it later that day.

I like that our customers have this added protection, and it means we aren't out of pocket should anything go awry, in fact we might even make more through resent orders.

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.

The dashboard on this app has been almost useless for us. It will only show you 7 day views and nothing is able to be exported. We were expecting a much better UX and feature set based on having several calls with the Route team that unfortunately was not there. Now we're already removing the app (which all our customers have now seen) from our store just a month after launching. Was not worth ...

Banner is not showing properly on mobile and desktop. Option does not appear at checkout. Contacted customer service atleast 5x for days and NO RESPONSE. Terrible service!