Reviews for Route Protection and Tracking

Very helpful Customer Service, quick and easy.

Route's customer service is very helpful! They were able to fix a problem I was having in integrating Route into my store. There's always someone there to help! Requests for reimbursement are easy to initiate. Customers seem to like Route as well.

For four years we have had Route - spanning 527 orders and counting - and although our customers can opt out of purchasing it, most pay the small surcharge for the insurance (typically $1-3 for our orders). Finally we had a case yesterday where we had to claim on it, where the customer had the parcel stolen from his mailbox. Route was incredibly quick to resolve, and to settle the claim for us by refunding the customer directly. No fuss; no mess. Thanks Route!!!

It is good but also not too good. The on boarding was great, but after that..... They handle each claim differently, they can modify orders and process refunds without an email or notification, and it's very hard to connect with someone there. They do not have a way to email or call support, you have to generate a ticket via "live" chat and have to wait a day for someone to respond. As nice as it is to offer insurance, it costs us the merchant 2.4-7 percent every time we sell Route depending on how the user paid. I wish they only collected 95% of what we sold so we didn't lose money. On average we sell 1000 in package protection a week. So it's small but it's still 24-70 dollars out of our pocket.

Great app! Super quick and helpful responses.

Save your money and use shipping insurance through Shopify. At least for our store I found there's little value that Route provides, especially for the pricing. 2-3 months of having Route installed ended up costing us over $560 for a single claim filed. Additionally they are very unclear on their pricing structure

Big sales push up front promising all your problems will be resolved without any of it backed up by reality once in use. Removing from our Shopify page after a year of use and zero customers actually being helped by it. They just want to use your small business store to skim money for themselves. For example, they will allow your customers to (unintentionally/accidentally) purchase Route protection on an in-store pick up order. They offered no remedy to this issue and don't really care. It's up to you to claw back the money.

The team was able to help me troubleshoot a challenging customer and provided great backup of screenshots and dates so I could take them back to the customer and review. Super helpful.

I love using Route. I can’t wait to implement this with my customers

They have detailed instructions for installation making it easy to use

We've had Route for two years and honestly, the agents that we had before our current agent (Shout out to Atakeli!) were nowhere near as responsive as he is. It makes such a difference and we will continue to have Route as a part of our online business. Nowadays, most claims are resolved in under a week.

Great add on to my website. Customers love the peace of mind in the shipping.

Run away! This company takes your money and doesn’t refund it. As a small business owner, I am telling you to avoid the headache of dealing with these individuals, we already have enough on our plate.

Route is awesome! We've been using it for years and both their product and support team have always been reliably great.

MARY YOUNG

2024-02-15

Canada

This is a great resource for any business to protect orders, give customers a sense of peace and assurance plus the support from the app is top notch. Definitely recommend.

Worst customer service, I don’t recommend i am moving to other company. They don’t help and neither provide support. Just waste your time and money when you needed customer support

Very poor response time to emails. Its been 24hrs and no response at all Update After many chats with Route - finally they resolved our issue. This should not be the case - there should be a timely response from Route support no matter what. Now I have the Customer success managers asking if support via Chat is better or email and to update review accordingly. My review still hands - increased it 2 stars but the response for my ticket took over a week which is ridiculous and not acceptable.

Keto Brick LLC

2024-02-06

United States

Correspondence is very pleasant and replies are sent in a very timely manner! Thank you!

We have been using Route for over 4 years now. Hands down it has been one of the biggest game changers for our company and has saved us tens of thousands of dollars in shipping and product, as well as countless hours of TIME. I recommend Route to anyone who runs an ecommerce site for ease on your CS team and saving on shipping/product costs.

Great service

We are super thankful that Route has helped our business by approving claims from our customers. It has helped us out a ton. Getting set up was simple and the claim process was quick. Lukas has been available for all questions and walked me through the system step by step. Great product and great service.

I accidentally messed up and deleted Route and was having a time trying to get it back on my store front.. Skylar saved the day Thank you for great customer support

This insurance helps our customer claim their packages quickly and efficiently. We also appreciate the customer service.

Route offers a very simple and efficient way to create and process the claim. Their customer service is very prompt and efficient. One can get ahold of an actual person to resolve an issue within reasonable time. Their website is clear and easy to nativegate. And the claim process time is very reasonable.

Hi there, Thank you so much for your positive review! If you ever need anything, feel free to reach out. We appreciate your support! Have a great day! Skylar, Customer Success