Route ‑ Protection & Tracking

I've worked with Route and their team on multiple stores, and the setup process is always smooth, seamless, and easy! The support team does an incredible job with troubleshooting, answering questions, and last-minute requests when they pop up. The app and dashboard itself is also very easy to use and navigate.

This service and the team behind have provided a seamless intregration into our ecom flow and are always quick to help as well if we have questions. Route is a great addition to any company working to streamline order protection and returns/exchanges to be more handsoff without lowering customer experience.

Very easy for customers OR merchants to file claims. The process is 1/100th of the time it takes to try to get anything back from shipping companies. If there is photo proof of any dammage to the parcel & product. Everyone involved is covered. Heavily recommend, especially for smaller stores OR slim margins where "lost, stolen, or damaged" packages can really affect the bottom line. Most customers, if you are selling expensive products dont mind the cost for the peace of mind. HOWEVER!!!! If the order seems a little suspicious with Route insurance, we HEAVILY recommend putting signature required at delivery. If they have to sign for it, then they cannot claim it lost. (Really, it would be Route that loses the money when people are scamming by "claiming lost" when they got it. But it is good for your business to help deter scammers in the first place.)

We’ve had a wonderful experience working with Route. The platform is user-friendly, and the support we’ve received has been exceptional. Justin Boyce has been especially helpful throughout the process—he is knowledgeable, responsive, patient, and always takes the time to answer our questions thoroughly. His support has made the implementation and testing process seamless. We truly appreciate Justin and the entire Route team and would highly recommend them!

Justin is as good as it gets, and Route has been incredibly helpful for our business!

It worked well at first, but now I have a hard time getting someone to reply to my email. I can no longer login so I had to remove it from my store. Edit: They reached out and everything is fixed. Thanks

Route has made our returns process much more efficient for both our customers and our staff. From beginning to end, our project team has been very efficient in getting us set up, including specific issues to our company that arose. Justin Boyce was extremely knowledgeable and patient in getting us to the finish line.

Incredible service and an amazing team. The gold standard for shipping insurance. The response time for both customers and our team is incredible. Route also has an amazingly simple back end system. I wouldn't suggest going with anyone else.

Our company has used Route Package Protection for several years. It is hands down better and easier than dealing with UPS Insurance & Claims. We have also received positive feedback from customers who have filed their claim directly with Route as well. We recently added the Route Returns process and Justin was great to work with! The team developed a process best suited for our market and we now have a return/exchange program that is very easy for customers to use and access all from the palm of their hand via mobile access.

We use Route's package protection, tracking and returns tool. I've worked with several members of their team over the last 4-5 years and everyone is always super professional, pleasant, and knowledgeable. Most recently we worked with Guarav and Justin to add their new Returns tool and it was a breeze! Great team.

Customer service is responsive and helpful with claims. I think it's worthwhile to offer the product to customers in case things go wrong with their order.

Route is a great solution for stores who are looking for an order insurance provider. They have a team that is always willing to help and provide solutions. Working with John, Justin, and Gaurav has been amazing.

Wonderful app with great and attentive customer support service.

Route has been a fantastic service for our business and we appreciate the hard work their team has put in to understand our business needs. Jordyn and Emily been great to work with so far and we look forward to working with them even more in the future.

We've had a great experience with Route. The team is incredibly supportive and made the onboarding process seamless from start to finish. They're always responsive, knowledgeable, and available to help with any platform questions or changes that come up. It's been a pleasure working with a team that's so invested in our success.

Jordyn Wattles our CSM is amazing. Every detail with fast responses, we are very happy with route !! Glenn, ALL FRESH SEAFOOD

Route has been great for our store and Jordyn Wattles has been a terrific representative! Our customers love the service and our service team really appreciates this service. We are very happy and look forward to continuing our partnership with Route.

Route is a great app. John was really helpful in helping us sort out some issues that we had with our orders. Their support team is really friendly and helpful.

Route has been incredible. As a fast-growing global business, managing logistics and customer support across multiple markets was becoming increasingly complex. Route has helped simplify that process, as well as give our customers added confidence and peace of mind. The onboarding, setup and integration process was seamless from start to finish. A special thank you to Laura, who went above and beyond to answer all of our questions, implement everything behind the scenes, and even create custom workflows tailored to our business needs. The platform itself is incredibly user-friendly, and Laura provided a thorough walkthrough to ensure we felt confident using it from day one. Highly recommend to any brand looking to elevate the post-purchase experience and scale with confidence!

We've been working with Route for quite some time now, and the experience has been exceptional from the start. The integration process across all of our stores was seamless, making implementation easy and efficient. Our account representative, John, is incredibly responsive, proactive, and always available when we need support. Justin and Emily have also been fantastic partners in helping us implement and optimize the returns feature. What truly sets Route apart is their outstanding team. Everyone we've worked with has been knowledgeable, professional, and genuinely invested in our success. I highly recommend Route to any business looking for reliable package protection, a smooth customer experience, and top-tier account management. They've been an invaluable partner for our team.

We've been working with Route for package protection and returns for several months. The onboarding and integration process was seamless, their team is hands-on and responsive, and they're quick to make backend updates when needed. The claims resolution process is straightforward and easy for customers to navigate.

After running into challenges with another returns provider, we knew we needed a solution that could be implemented quickly and with minimal disruption to our customers and operations. Route Returns made that transition incredibly easy. From onboarding through implementation, the Route team was responsive, knowledgeable, and proactive in helping us get up and running. The platform integrated seamlessly and allowed us to launch a modern, customer-friendly returns experience without the headaches we anticipated from switching providers. A special shout-out to Justin Boyce, who was instrumental throughout the process. Justin was highly engaged, quick to answer questions, and helped ensure the transition stayed on track from start to finish. We're excited about the partnership and look forward to continuing to grow with Route Returns. — H2Tab Team

It’s nice to have the peace of mind that shipping protection is taken care of. Claims have been made easily and resolved promptly. Thank you, Justin Boyce!

Mitchel Lund has been incredibly helpful throughout the entire Route installation process. He guided us step by step, making the setup smooth and straightforward. Beyond the initial implementation, he has continued to provide excellent support and follows up on our account regularly to ensure everything is running properly. His responsiveness, expertise, and proactive approach have made a real difference to our experience with Route. We truly appreciate his dedication and highly recommend working with him.

The Route team, including Mitch, have been super helpful and supportive through our implementation of Route on Shopify. We are working on adding their package protection, track and returns offerings and often collaborate across their team and ours. Our customers love the options on site that Route provides.

Do not recommend! They keep all the money and not great customer support.

Very useful app that our customer appreciates being given the option to add shipping protection. Jordyn and their support team also offers excellent vendor service that goes above and beyond.

Route has been a lifesaver for The Protein Bakery. As a small business shipping both wholesale and retail orders across the country, issues occasionally happen in transit. Route makes the resolution process simple and stress-free for our customers while saving our team countless hours. It’s one of the best investments we’ve made to improve the shipping experience and keep our customers happy.

My team and I had such a great experience with Route (specifically from Laura, Kevin, and Cruz)! From our first meetings with them, to maintaining the app- they have been so helpful and knowledgable. We initially reached out to Route for Package Protection, and then soon after also started using Route Returns. The implementation process was so seamless. Anytime my team and I had questions, they were so quick to get us taken cared of. They have the best team and we're very happy to we started working with them! We also love how easy their platform is to navigate through!

Best insurance app on the market! I've tried several other insurance apps, and most of them were frustrating to deal with. They usually require a lot of paperwork and documentation to prove every claim, which often annoyed my customers and created unnecessary delays! Route is completely different(been using it for 2 years now) The claims process is fast, simple, and very user-friendly. Everything is streamlined, making it much easier for both merchants and customers. My customers have had a much better experience with Route, and thanks to it, we got less losses. I highly recommend Route to anyone looking for a reliable shipping protection solution. I've already recommended it to many of my friends, and they've had great experiences as well.

We had a really great onbaording team when we implemented Route Shipping Protection - shout out to Hannah. We have just implemented the Returns and it has been great working with Justin B and Jordyn W. They did the bulk of the set up work for us which was very helpful as we are such a small team. Quick to respond, great to work with! L Jacoby, Caskata

We have been working with route for a few years and it has been a great experience. We also just implemented their returns platform as well and the transition process was pretty seamless. Justin was very hands on with making sure our complicated returns workflows were set up and functioning correctly. Very hands on and helpful.

Great communication!

I granted Route collaborator access to install their app on my Shopify website. During this process, the widget broke my checkout button. When a customer went to checkout, it opened a file instead of leading to the checkout page. This went unnoticed for quite some time and negatively impacted my sales. Additionally, a Route cashback promotion was added to my widget without my approval, which could have caused further losses. These issues are unacceptable, especially given the trust I placed in the Route team. Based on these experiences, I do not feel confident recommending this app. I hope Route provides clearer guidance to their installation team to prevent similar problems in the future.

They raised rates on us and don't cover the order AFTER the order was placed and BEFORE it was processed. Customer called to have protection added on after they completed order, we added it BEFORE the order was processed. Route then would NOT honor the protection after order was damaged. Con artists.

Horrible company as soon as they have to cover more than 2 orders they decided they " have to terminate services'. 100 order and 2 needed to be paid out and they end the service with us. I say go with another company for your website

We've used Route for over 3 years and just recently tried contacting them as our store had changed domains and got a new theme, and asked for expert help implementing the app again. They proceeded to reach out and refuse to add Route to our store again until we reach 1000 shipped orders a month on a normal basis. Apparently they implemented this in early 2026, cutting off any and all businesses below this number. Go elsewhere. Such a sham.

Route has recently fallen short of expectations. They charge customers a significant amount for package insurance, yet when it comes time to file a claim, they become unhelpful. Recently, they did not assist us with a lost package, and we have decided we will be taking our business elsewhere.

We highly recommend against this app. We have had no access to the features to file claims, our customers were unable to file claims on their own, and when you close your account, they want a year's worth of invoices for services not rendered. A quick look at their Instagram will show you that they don't allow comments or show likes - red flags for any eCommerce business.

Customer service is impossible! It used to be good, but now you can't get anywhere.

Definitely do not recommend. So much that I had to reinstall the app just to leave the review. Always have to fight with getting the customer taken care of with this app when you have a claim, support is lacking. They did end up paying the claims they owed after it was all said and done with though. There are better apps out there.

My store has over 30 + sales for .98 Shopify says its a bot through this app. Hopefully the developers contact me soon. I uninstalled yesterday, but apparently it takes a couple days and my aov is suffering. The app is marking it fraud and returning money, Shopify says I have 2Factor Auth turned on so they can't get to any of my data! I'm so annoyed...

Quick responses and exceptional staff! We're always satisfied with the help we receive from the Route team.

Buyer beware, don’t do it!! Big mistake, after being called a million times, we installed this application, and the integration was seamless; however, that is the only positive interaction. After-sales support is nonexistent. The first month we get the bill, and our credit card is overcharged by approximately $250. We attempted to set up a call without success since phone support is nonexistent outside of sales for this company. To make a long story short, we ended up uninstalling the application and had to dispute the overcharges, terrible experience, BIG HASSLE! (Notice your sales representative does not have a phone number in their signature line). Wish I could leave a ZERO STAR REVIEW

We never had a claim denied during our time with Route, which was reassuring. Claims were processed quickly and customers received either a refund or replacement, though a handful of times customers were told only a refund was possible. While this worked fine for us, it created confusion because customers expected a choice between replacement or refund. At the start, we also dealt with a frustrating issue where bots were placing fake orders that only included the Route protection product. This led to bogus email addresses being added to our email program and accounts being created in Shopify for months before we even went live. Eventually, Route put a fix in place to prevent checkout when the protection product was the only item in the cart, which solved the problem. One concern I had before implementing Route was whether customers might file claims for seedlings damaged after delivery (e.g., from weather rather than transit). I believe this did occur occasionally, though claims were still approved. The reality is that we ship live plants, and shipping delays can cause damage. I think Route underestimated the unique challenges of working with perishable products before agreeing to partner with us. Ultimately, our biggest disappointment was how the partnership ended. We woke up to an email that Route was offboarding us immediately due to profitability concerns. While they honored coverage for existing customers, there was no notice or transition period. This left us unable to update our website or notify customers before Route was removed as an option. After building policies and customer communications around Route, being cut off with no warning was extremely disruptive and damaging to customer trust. If Route had offered a notice period and worked more collaboratively, we’d have nothing but good things to say. Unfortunately, the way the relationship ended left us frustrated and disappointed.

I worked with Route for over a year. At the start, their onboarding team was excellent and very welcoming. Unfortunately, everything after that went downhill. Customer service became rude, unhelpful, and extremely difficult to work with. Throughout my time with them, I felt like I was simply giving the company money while my customers got nothing in return. The service provided no real value or protection to my shoppers. When I decided to remove Route from my website, the experience was even worse. They offered minimal help to remove the code they had added and kept their code on my site, making the process unnecessarily frustrating. I’m giving two stars only because the initial onboarding was smooth. If you’re looking for reliable order-protection for your customers, I recommend finding another provider. Route is not worth the cost or the hassle.

Agent resolved my issue promptly and expeditiously.

Fantastic App for the shipping protection.

This app is horrible now I have to constantly keep emailing back-and-forth for them to attach the route feature to my checkout. It was on my checkout for about a year and now all of a sudden it disappeared and I’ve gone back-and-forth for weeks now trying to get them to add it back to my cart I don’t understand why so difficult. On top of that every single time I try to login it tells me my password doesn’t work and every single time I go to change my password. It still tells me the new password that I changed it to doesn’t work. The only time that it lets me login is when I have to email somebody they have to send me password reset link and then it will work. I don’t understand what is wrong with this app and why it is so horrible now

They promise fast replies and resolutions, but every time we need a reimbursed claim, I have to chase them down. Their customer service is bad, and they can take up to 4 days to reply, if they ever even reply at all The people who got me onboarded and convinced with this are nowhere to be found, and their emails just bounce. Not happy with how difficult they make this app Seems like they make it really hard for anyone to get their money back from claims STILL having so many issues with this app years later. Now wont even add to any orders... Cant even get in contact with anyone.

Disappointing Experience — Lack of Support and Unfair Billing Practices We had high hopes when integrating Route into our store, but unfortunately, our experience has been deeply disappointing. From the start, we operated under a verbal agreement regarding a profit share model, which Route later claimed was never formalized—despite it being a key part of our original understanding. When we raised concerns about billing discrepancies, instead of working with us toward a fair resolution, the team became unresponsive and dismissive. We were told the issue would be reviewed, but have since been met with delays and no effort to find a middle ground. It's frustrating to feel ignored, especially when we're simply asking for transparency and fairness. If you're a merchant looking for a partner who values clear communication and mutual respect, I strongly urge you to think twice. Our goal was always to resolve this professionally and respectfully, but we were left with no support and no resolution.

We have really been enjoying the pro features for this app. It has drastically improved our user experience and their team is always super quick to respond to us and to our customers. Very happy with this application.

Professional team, easy to resolve requests and questions, provides coverage in an area where our company has historically had a need that no one else could fill, and the cost is very reasonable. Very pleased with the internal side of working with Route and with the external side of offering a great service to our customers.

It's easy to use. Support also responds quickly.

This app sucks, they don't help merchants, promise you the world so you sign up and leave you hanging at the first technicality. Use NAVIDUIM Its cheap and you keep the money that customers pay for the damages and you can use the funds to PROPERLY TAKE CARE OF YOUR CUSTOMERS!!

Just not a good app. shipping insurance is already hard enough to deal with as is and adding a secondary party who now doesnt even accept a phone call does not help things. Save your customers money and avoid this app

Horrible customer support and dishonest through the sales process. The concept is good and, when done right, this can be an excellent solution. But in our experience, Route was nowhere near the right partner to make this work. I've gone weeks without a response and they provide no other channels to get support. I would not recommend this app to other shops - consider some competitors. Two stars because, early in the relationship, it was a decent solution and was a helpful tool (still with issues, but at least they were responsive). But they seemed to have some internal restructuring that changed all of that.

TERRIBLE Company-uninstalled Route after 4 months. Very bad experience for your customers- plus we have not received 2 payments from Route. Don't recommend as a consumer or as a website operator. Your customers will have a very bad experience! LOOK at the Better Business Bureau Reviews- 9 PAGES OF COMPLAINTS! I wish I had thought to look at the BBB first. Plus we have NOT BEEN PAID YET BY ROUTE! As a website we began using Route mid 2024. Many of our wonderful shoppers pay extra to have their packages "protected." However less than 1% actually need it and when they do Route makes them provide their Drivers License or ID and to add insult to injury they then ask them to do it AGAIN to have their claim notarized. YES you need to go to a live person and show them your ID as well! What a waste of time and energy and lack of data privacy for a $30 claim! I feel badly for anyone who has to make a claim. We heard so many bad reviews from our customers that we used Route personally several times and then, when our package was missing, we filed a claim. Oh my, it was worse than customers told us. Such a ridiculous interface and so much to do. They don't track your package and find it. They don't even try and interface with the place you purchased. Instead they have you- the customer who paid for their service, email them, take photos of ID, download your ID, write a narrative as to why you don't have it and then you have to RAISE YOUR RIGHT HAND and SWEAR that you don't have the package that has been lost!! So humiliating. I feel so bad for any customer who actually has to use the Route service. We agree with Global Formula's review, "They steal your customers money" RUN! And as website, they keep our money for 90 to 120 days. They keep 75% of the charge and claim they pay 25% to the retailer, but we have not seen a dime yet. They hire an insurance company--and guess what- insurance companies are in business to make money. SEG and Lloyds of London insure them. Beware of using Route.

Route is the best and their customer service is outstanding.

Excellent App! We were very cautious at first but now, we love it and it has saved us a lot of money on refunds due to lost packages. And we don't have to deal with UPS Claims! Thank you for a great App!

I do not recommend this application for the Shopify store, no competent customer service, no contact with technical support, the application does not work, they charge fees, but they are unable to provide service. You have to wait weeks for someone to respond, unfortunately, do not delude yourself, because they will not help you.

I contacted Route customer support on December 20th regarding a missing reimbursement for an order they gave to a customer (from my funds) for an order back in September. They did not respond after several emails and contact through the Shopify app. Finally on December 26th they responded. Once I finally had someone respond I let them know that on that order the customer had also filed a chargeback for the Route insurance, in which I had previously contacted Shopify customer service about. The customer's bank sided with the customer. Shopify charged me the chargeback fee, even thought I didn't have the customer's Route insurance fee -- Route does. The chargeback should have been with Route. It is now January 5th. Route customer insurance keeps telling me to be patient that they are waiting on their billing department. I have followed up eleven times and asked for a supervisor four times. Route keeps telling me to be patient. They will NOT connect me with a supervisor. 1. Customer's Chargeback on order #***** Shopify charged me for both Route’s insurance fee (which was refunded to the customer) and the chargeback fee. The chargeback should have been handled by Route, not me. 2. Missing Reimbursement from Route: The main issue with Route is their failure to reimburse me for the amount refunded to the customer for the same order (#*****) due to an insurance claim through Route by the customer. This refund came out of my funds in September, yet Route has not returned the money to me. To summarize, there are two separate concerns for the same order #*****: The missing reimbursement from Route for the refund they issued to the customer. The Shopify chargeback for Route’s insurance fee and the associated chargeback fee for the same order. This insurance app is NOT recommended. Instead from an in-house insurance app to use on your store.

Absolutely TERRIBLE!!!!!!!!!!!!!!!!!!!!!!!! Save yourself the complete and utter terrible experience these people are only in it to STEAL YOUR CUSTOMERS MONEY!!!!!!!!!!!!!!!!! They take FOREVER to file claims and piss your customers off ultimately. I tried to give them a chance after a year or two having this app, I am giving up and taking my business elsewhere. A customer had a package leave our warehouse 3 weeks ago but still have tracking updates that we recent and inside their 6-7 day window. We went ahead and ate the replacement cost just to not get them mad. Route is USELESS!!!! Not only that but you will have to end up filing the customers claims for them, because lets face it, its "too hard". I have to wait days and days for anyone in customer service to get back to me and no one is ever on chat. They have been going way downhill ever since they took away dedicated account reps away and just used the chat. Now we are leaving and I already am getting something else set up. BYE!!!!!!!!!!!!

We've been using Route since COVID and our experience has been excellent. Install was easy and the customer support has always been quick, friendly and well worth the effort. There is no question the ROI is worth it. 100% would recommend for a shopify store.

The customer service is one of the worst I have ever seen. I have been trying to get help for over 2 months on a simple problem. I heard from a customer they couldn't checkout in mobile becasue the checkout button was not display. I figured it out, reported it to Route and 2 1/2 months later they have done nothing to help and every time I ask what is going on they say something like: "our engineering team will be glad to work on this as soon as resources are freed to do so. We'll let you know as soon as we have an update on this issue" And they never provide an update. Do yourself a favor and find another solution.

Waste of time. Talked to Ryan at Route he offered a very low rate (vs competitors). I didn't know at the time the rate could be higher. I signed up and never got any payment from them. They said because I didn't sign some paperwork yet they were able to take payments just not able to pay me. So I canceled them and went with Redo sure enough they came back and said they would fix the mistake (pay what they owe me, pay the higher rate) and NEVER did. But they continued to deduct from our customers. Emailed for follow ups gave them weeks to get this resolved and they ignored my emails.

Route has saved our customer service department so much time by handling the majority of our lost, stolen, or damaged packages. We are always so excited when we see Route has been attached to an order with an issue because it will be taken care of quickly! Plus Route saves our company so much money by replacing packages with the money they collect, not our company funds. Our rep Robert and the customer service team have been so helpful when issues arise. We are so happy with Route's services.

We are always working towards better, and this is definitely a great solution for clients who may have experienced issues with the delivery of packages and new "safe drop" procedures by most major carriers. Custom support and whole ROUTE team is A ++

They earned over $12,000 from our customers while paying out $648, what a scam. They take well over 24 hours to answer an email and then it is with a question. They know its only a matter of time before store owners will dump this scam of an app. My manager installed I never would have.

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

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.

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.

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

Great service

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.

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.

We have had Route for a few months now, but I wish we had it sooner for our shop! We had a VERY rude customer claiming she didn't receive a FedEx package. We looked at the tracking together and she even confirmed that the photo of the package was on her front porch. She took NO accountability for needing to file a claim on her own, but I was finally able to walk her through the Route process. Route approved her claim as "theft" and she was refunded. I then had some questions regarding our company reimbursement that were answered very clearly through the Route Merchant Support. As rude as the customer was and as much as I didn't want her to receive a refund, I do feel like both the customer and my company were able to have a good resolution, ALL BECAUSE OF ROUTE!

Extremely happy with route!! Our customers have experienced an easy, fast and efficient process of filing a claim and being reimbursed. We are so grateful the hassle of lost/stolen mail is handled so well for us and our customers with route. A special shout out to Maddi for always handling issues effectively and right away for us!

I was skeptical as to whether my customer would opt in to Route. I have been pleasantly surprised as to how popular this protection option is. Our conversion rate improved and while we have made only a few claims, each claim has been approved in minutes. I am very pleased with Route and highly recommend.

I’ve been on a chat waiting for a agent from Route for an hour and 15 minutes so far! Definitely the worst “customer service/help”. I could get someone on the IRS or is Social Security office faster...

Much needed app! The team at route are friendly and helpful! I get someone within 24 hours to respond and resolve any issues I have. They look after your business but most importantly, your customers. Always happy when customers purchase route with their order! If you’re considering, do it!