Route: Post‑Purchase Platform , 380 reviews
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I loved working with them and was so pleased with our experience! They elevated our customer experience and the process was seamless and easy.
Hi there, thank you for the great review! We're glad you loved working with us and found the experience smooth and hassle-free. Your satisfaction means a lot to us!
Best,
Leea, Customer Service
quick and very efficient, every case was solved!! all my clients should get this protection! it solves all of our problems!
Hi there, thank you for your fantastic review! We're so happy to hear that our service was helpful to you and your customers. Your endorsement means a lot to us, and we're grateful for your support. If you have any further feedback, please don't hesitate to reach out!
Best regards,
Leea, Customer Service
UPDATE- Aubri from Route reached out and fixed the issue. Works now.
Does not work. Worked for the first month and now the route check box doesn't even appear. Tried various settings and nothing seems to work.
Hi there, thank you for updating your review and bringing the issue to our attention. We apologize for the inconvenience you experienced initially and we're so glad to hear that Aubri from our team reached out and was able to fix the issue for you.
Our team is committed to resolving any technical issues promptly to ensure a positive and seamless user experience. If you encounter any further difficulties or have any additional feedback, please don't hesitate to reach out to us: https://route.com/help-center. We appreciate your patience and the opportunity to make things right.
All the best,
Leea, Customer Service
Smooth and easy setup process. Our Customer Service team absolutely loves this! It has really made things easier for everyone including our customers. We have had nothing but positive results to this point. We view it and use it as a customer perk and have had no negative incidents to this point.
Hi there, thank you for sharing your experience with us! We're delighted to hear that the setup process was smooth and that our service has been well-received by your Customer Service team, and we're also grateful to hear of the positive results. Rest assured, we'll continue to prioritize your satisfaction and strive to provide excellent service moving forward. Thank you again for your feedback.
Take care,
Leea, Customer Service
Great app, really helps reduce the customer service cost and lost revenue due to carrier issues. I've been a customer for over a year and I've only had good experiences with it and their amazing team.
Hi there!
Thank you so much for your amazing review! We're thrilled to hear that our app has been a valuable tool in reducing customer service costs and addressing carrier issues effectively. We greatly appreciate your continued support, and our team is ecstatic to know that we've consistently provided you with positive experiences. We'll keep working hard to deliver excellence in our services.
Best regards,
Leea, Customer Service
Route is a ripoff. Route controls how much your customers pay to protect their packages. They raise the rates as your claims increase (like it's your fault). Merchants have no control over the claims process so if a customer files a legitimate claim and is denied by Route, the merchant is out of pocket for the replacement. All of this is done while Route sits back collecting all the money your customers pay for shipping protection.
I recently switched to Navidium Shipping Protection, which gives me 100% control over the claims approval process, acts as an upsell in your store so, as the merchant, you get to keep the money charged for shipping protection, AND I get to set the price of the shipping protection for my customers. All for a nominal monthly fee. Its a WIN for me!
Don't download this app. Get Navidium instead.
We appreciate your feedback regarding your experience with our platform. We apologize if our service did not meet your expectations. We would like to clarify that Route's claims process is designed to protect both our customers and merchants, by ensuring that all claims are thoroughly evaluated and investigated before being approved or denied.
We understand that it can be frustrating to have claims denied, and we strive to make our claims process as fair and transparent as possible. That being said, we are always looking for ways to improve our service, and we thank you for sharing your experience with us.
If you have any further questions or concerns, please do not hesitate to contact our support team through our Help Center here: https://merchants.help.route.com/hc/en-us.
Best regards,
Leea, Customer Service
Edit: A representative of the company has reached out almost 500 days later and resolved this billing issue and offered an additional incentive for my brand. I was told they have undergone new management which i'm impressed about so far. The decision to edit this review was on my behalf not Routes.
Horrible company!! User BEWARE. I have had a canceled credit card for over 400 days and this company CONTINUES to try to charge the account and bill me when I have told this company MULTIPLE times to remove me from their services and stop billing me, yet they continue to bill a card thats been closed for over a year!! Customer service says they can't remove the app until the bill is paid!!! Shopify customer service please take note of these practices and please launch an investigaton! This is ridiculous this company is trying to make your customers responsible for paying a bill after repeated requests to cancel. They send me billing invoices everyday in my email and is becoming harassing at this point! Shopify please please please investigate this company, something is very unethical here! :(
Hi there,
Thank you for taking the time to send in your feedback. We are sorry for any miscommunications with your billing experience.
In order to provide the customer with the best experience possible, the small Route fee is collected within the order total that you as the merchant initially collect. We then have you as the merchant transfer that fee for the Route Protection back to Route on your billing schedule with us. These emails and invoices mean that you left us in the middle of the last invoice cycle, and there wasn’t a transfer to Route for those customers that paid for the Route Protection on their orders.
Please let us know if you have any further questions, and you can always contact us using our Live Chat feature in our merchant portal or through our Help Center here: https://merchants.help.route.com/hc/en-us.
Take care,
Leea, Customer Service
First, the customer service is amazing! Quick response and very awesome to work with.
Second, this app has helped our customers who have had their packages stolen or damage in transit. We are able to send a replacement quickly once we file a claim. It is reassuring to our customers that they can receive a costly item without worry.
Because it works great. No hassles. Best shipping insurance. If you're not familiar with the process, it's fairly easy. I've never had a problem making a claim. To be honest, make the claim yourself on behalf of the customer. It's easier. Less hassle for your customer. I also add the insurance manually to orders that customers do not choose to add the insurance. I'll eat the cost knowing that I don't have to deal with the US Postal Service. It really does help you feel a little more secure when shipping expensive products.
Hello there,
Thank you so much for taking the time to write this review! We are happy we could make things a bit easier for you and your business. We thrive on knowing we are able to make you feel secure when shipping products. If you should come across any questions, don't hesitate to reach out at https://routeapphelp.zendesk.com/hc/en-us.
Thanks,
Bianca, customer service
Absolutely amazing! Route has saved me T H O U S A N D S! I couldn’t be operating this small shop without route!