Modern Package Tracking
Build trust and loyalty with Visual Tracking™ that shows shoppers where packages are in real time for the ultimate transparency.
Premium Order Protection
Reduce loss, boost your bottom line, and increase customer loyalty with best-in-class order protection.
Intuitive Engagement Tools
Encourage additional purchases by engaging your customers when buying intent is the highest.
About Route ‑ Protection & Tracking
Route is the premier post-purchase experience solution for online retailers. Brands across the globe leverage Route to decrease costs, boost revenue and improve customer experience.
Best part? It’s free.
What is Route?
Route’s unique suite of products gives Shopify merchants unprecedented control over their entire post-purchase flow. Best-in-class brands leverage Route for order protection, real-time package tracking and modern customer communication and reengagement tools—all without coding or development skills needed.
- Package tracking - Email, App, SMSOrder protection - Full suite of coverage options
- Order resolution - One-click claim filing and reorders
- Automated support - Instant resolutions and refunds
- Customer reengagement - Promotional content
Route’s streamlined installation process makes it possible to get up and running on Shopify or Shopify+ in minutes.
Why you'll love Route
Our unique suite of products gives you unprecedented control over the entire post-purchase flow, which allows you to reap the benefits of a truly optimized and effective delivery experience.
- We make it easy for you and your customers to protect their orders.
- Order protection increases customer confidence at a pivotal point in the purchase process and encourages checkout.
- Route covers the cost of all lost, stolen or broken items that have been insured which protects your bottom line.
- Automate support and instant resolutions to keep your customers happy and build trust in your brand. *Route repurchases products directly from your site resulting in additional revenue.
- Visual Tracking boosts transparency during delivery and decreases “where’s my order?” calls and emails.
- Visual Tracking puts your brand front and center during delivery, drastically boosting brand impressions and overall awareness.
- Engagement tools allow you to organically promote additional products during delivery and increase customer lifetime value.
What Route will do for your business
Decrease customer support costs
- Unprecedented transparency during delivery, order protection, and effortless claim resolutions drastically reduce your customer support burden.
Increase margins and boost revenue
- Order protection ensures every sale counts, by reducing shipping loss. Plus, with decreased support costs and additional purchases, you’ll take more revenue home.
Improve customer experience
- Protected orders, real-time package tracking and improved communication all lead to a best-in-class experience that delights shoppers and brings them back time and time again.
See the app in action
Explore how the app works in an example store.View example store
Most recent reviews
Route's package insurance alleviates significant pressure that our CS team inevitably faces in facilitating customer complaints regarding package theft and carrier mishandlings. I see some other comments regarding poor service and perhaps there are some bad apples in the bunch. However, I am here leaving a comment specifically because of their EXCELLENT SERVICE. Sometimes a little patience, understanding, and information is all that is needed.
This review is for both the Route app and one of their sales team members, Jared T. I received a series of offensive emails from this rep. Jared's lack of professionalism reflects poorly not only on him but more importantly the company and platform. I hope other business owners do not have the same experience.
terrible service when it comes to covering the insurance cost which are lost. They stop replying or never do and doesnt make any sense to continue anymore with them as they cost a high percentage which is more then they state. --------------------------------------------------------------------------------------------Reply to your message: Thats not true. if in could send you a screenshot of what you guys charged my customers for each order those percentages are a lie.
See screenshot in dropbox link below. https://www.dropbox.com/s/uyrqimr52irjnx0/Screenshot%202021-04-27%20at%2010.59.55.png?dl=0
Thank you so much for your candid review. We're so sorry to hear your experience with Route has been less than ideal, and we'd love to do everything we can to clarify and make things right.
We’re looking at your customer claims, and we’re seeing that they’ve all been handled and resolved in accordance with our coverage policies. Your history also shows that our Customer Success Manager has been an active communicator, responding throughout the relationship.
We're also sorry to hear that you felt our costs were more expensive than anticipated. Route Package Protection is free for merchants and is available for purchase to customers in the cart page. For cart totals under $100 USD, Route is only $0.98 USD. For carts over $100 USD, Route is calculated from 1.5%-5% of the cart total based on several factors (for example, if an order was $150 USD, then Route could be $2.25 USD).
I hope this information helps clarify any confusion caused. However, we'd love to know more about the communications you feel were missed, and if you have any further questions, by reaching out to us at https://help.route.com/hc/en-us or directly to your CSM, Ahseanté. We'd be more than happy to assist however possible.
All the best,
Jordan, Customer Service