Route Protection and Tracking

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. Show more

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 saying they delivered it. First thing they do is contact you "hey where's my package?" You send them to route to file a claim, who then says "ok, it's probably stolen, go file a police report and upload it." Ok, when is the last time you filed a police report? Yeah, I didn't think so. So the customer is left frustrated, and harassing you. In the 5 months I used route, they approved a grand total of one claim, while making anywhere between $5k-$9k from us. Instead, move towards self-insuring. Call it package protection, offer it to your customers, and keep the money for a couple times a month you'll need to reship. Route is well funded, with an aggressive sales team, but in the end, their business model makes zero sense. If you'll think about it, you'll know I'm right. Worst of all, I'm pretty sure these guys have been paying off app developers who make competing products. A really well-built app shut down overnight and is now "recommending" route. *caugh *caugh. Show more

At first the app worked great (early 2020) and there was Merchant support and even a phone number at that time but now no phone number and emails take days even a week for a response. Over the last 6 months the claim dashboard has issues and trying to file the claim is broken. Even the customer gets an error message trying to file the claim. If you have multiple items in the shipment, you have to add photos of every single item so for a box of 100 tiles that arrive broken, you have to add the photos 100 times! One claim was denied for a damaged table top saying it was cosmetic. I only give it 2 stars as it has potential but lacks people that can respond to emails (no phone number is available for any help). They rate a F with the BBB which tells it all. Read the reviews there. Show more

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. Show more

Really great concept, super friendly staff call and very personable. I spoke to a executive success manager, after installing and was quite literally impressed, I wish I had thought of this idea. I do plan on working on implementing it on my store as I do offer returns and often stolen packages are a process that I do not want to handle, they don't charge you anything, they are very transparent and always have your interests in mind, I mean any question I asked, was answered promptly during my call, and I felt that after discussing the pros and cons, and reading positive and negative, it seems like they were just starting, just had a rush of black friday orders, and some application downloaders didn't really care? I mean, don't forget how much a 1 star effects your store guys, so at least look at the idea, see if they do help, from what I experienced, as a shipping solution, this provides your customers tracking, peace of mind (social proof in a way) , very modern look, the team will integrate it for you and to your theme's design and well... I think it's a great shopify app for those looking for an application for shipping policies and avoiding fake shipping reports, scams, and even real claims! 1 Less thing you need to do and 1 more thing they need to do for you, and they are happy to do it! So, give them a DL! Show more