Good if they want to be or want to work with you. - We got into a relationship with Route during Covid when shipping carriers were running wild and stuff wasn't arriving or getting damaged left and right. We needed an option to try and mitigate the loss and hope to have some customer confidence instilled. We found Route and to be hones they were great for our business and helped us save time and money for a duration in time. Recently to no fault of ours there has been an uptick in issues with carriers and unfortunately for Route and fortunately for our customers who use route at checkout the claims have been more than the paid in premiums. So instead of trying to work with us on figuring a way to help the loss and grow their premiums together they literally emailed us and dropped us from their program with zero warning. Obviously that is their decision and it is their business to do so. However this was to no fault of ours and a huge surprise to us. I would say use them if you need an insurance for shipping. But beware that if you do volume and your carriers are not doing their job you will be right back to square one and dealing with it all on your own because Route will drop you with zero warning and no opportunity to work with them to make it beneficial for both parties.

No reason why not - Route is a pleasure to work with. CS and implementation team are excellent - responsive and always improving. This is a no risk solution to all the time consuming "where's my package" calls we get in the eComm business. Stop wasting time and money on what Fedex/UPS needs to figure out! Get this app and free up your life. The cost is passed to the customer. The only draw back is the BC limitation on the auto-add to cart instead of an option for the customer but now that we've been using this tool for a few months, I think that is probably a blessing in disguise. A lot of customer do not seem to notice or care and it just protects them in the long run.

Wish we had known sooner - We have been really happy with Route - it has reduced our costs, customer service times and overall created a better customer experience in the rare event that something does go wrong in shipping. Would certainly recommend this to others, especially with products prone to shipping damage.

Easily worth it for a merchant - We've been using Route for about a year and half now, as an opt-out for the customer. So, when the customer goes to checkout, there's a little slider that defaults to, "Route protection on." They can disable it with a click.This has saved us an enormous amount of headache. We often ship USPS, for the cost savings. Problem is, USPS is inconsistent compared to the private carriers. It was very bad during the height of the pandemic, but even now, USPS loses about one-in-two-hundred packages. Or, they'll say it was "delivered," and then the customer tells us the package never arrived.Previously, we'd have to eat the cost of reshipping the parts to keep our customers happy. Or, worse, go through the long and unreliable process of filing a Missing Mail report with USPS.Now, it's just a simple claim, handled by the customer, and they can either get refunded, or Route will place a second order at no cost. It was not only a cost savings, but also a big savings in customer service time.Overall, we're so satisfied with Route, that we opted to upgrade to their "Full Service" approach -- the package protection is mandatory, paid for by us instead of the customer, which we chose to offset by slightly increasing our flat ship rate.Thanks, Route, for saving us money and time!

Brutally Honest Route Review - I've been with Route since 2021 and I can tell you it's a game changer for our biz. First I'm going to tell you the bad things, which are few: 1. People don't understand what it IS. For some reason Route doesn't want to use the words "package insurance" so people get confused regarding what the extra charge at checkout is. Solution: we had some custom web work done to explain it and explain its optional and it instantly solved the issue. Conversion rate jumped back to normal. 2. It is auto-added BUT this is a setting you can change. Reality is, if you have it set to auto-off, people won't add it and you're basically spinning your wheels on trying to sell your custos a legitimately INCREDIBLE insurance program. Nobody is going to choose to voluntarially make their bill higher, but people do indeed think twice about removing it. So, yeah, you basically have to use auto-on which does ruffle feathers BUT if you make sure they know what it is AND that it can instantly be removed, it greatly reduces the "extra unwanted charge anger". We all know the #1 reason for abandoned carts is "added charges at checkout", which this is....BUT if they know it's optional, the ball is in their court. 3. Route basically forces them to download the Route app to really GPS track it, based on the shipped-email. Some people have complained that they liked our old email better that had a single clickable link that brought them right to the carriers site with the current status. OK, I do agree. I hate apps and prefer to just click the link but the route app is actually really cool and gives them essentially an interactive experience where they can stalk their parcel....which saves you so much time.With that being said, if the carrier doesn't scan it the customer can't stalk. Now let's discuss why Route is badass: 1. Route has literally taken all parcel-related customer service off our hands. If the transit is slow, parcel isn't scanned, wrong delivery, whatever, Route deals with it. How much do you save outsourcing this tedious bs????? On my end, 50k a year. We just turn them all over to Route and that's that. I have no idea how many people actually click through the link and bitch to route, bit we don't hear a peep from them after sending the route "report an issue" link. 2. ZERO complaints about Route from our custos who have had to contact them. We sell wholesale, so our orders can be hundreds, or even thousands, of dollars. Trust me, these people have no problem complaining when something is less-than-perfect, yet ZERRRROOOOOO complaints about Route. 3. I know we have had a few people abuse the system. Route lets them. Route didn't buck them or make them jump through hoops to try to catch them in their deception. This is cool because if these same people tried pulling this same crap on us, we would have said NO and lost a customer. But Route is like any other insurance co; they rely on the honest to cover the losses of the dishonest. Regardless, it takes the frustration out of your hands and at the end of the day, everyone is happy. 4. The Route staff, specifically Cody and Tyler are awesome people who are quick to reply AND NEVER USE CANNED "FORM LETTER" RESPONSES and....idk, they're just the type of people you feel comfortable with. If they were in Michigan I'd buy them a drink and a burger. They're just straight up good people who care and really know their stuff. To me, after 17 years in business, I value this more than almost anything else. They have listened to my complaints, took my suggestions to heart and given me legit feedback and ideas. I really like these dudes and this company because they treat me like family and keep it real. Cody responds quick, 7 days a week and really tries. Isn't it mind-blowing that in 2022 it's damn near impossible to get an actual reply from a company within 3 days? But this isn't the case with Route. 5. I should have made this #1, but Route is a friggin amazing service. They not only cover damages and lost parcels but they also cover STOLEN, mis-delivered and SLOW TRANSIT!!!!!!! those last 3 are the game-changers I mentioned previously. Yeah, it's not common for a custo to claim their delivered-parcel "isn't here" but when it does happen, you're stuck. The carrier says "yep, delivered correct" so the custo looks like a liar. Should you take the $1,800 loss??? What about when tracking stops after it hits Kentucky? The amount of time and energy we spent claming customers down, begging our carrier reps to look into it, etc was mentally and financially taking a toll on us, especially during the covid transit nightmare of 2020 and 2021. A single "missing" parcel would keep one of my employees tied up all day. Now we just shoot the customer the link to file a claim. It makes the customer feel safe and leaves us with sanity....and time to get actual work done!IN CLOSING....I have read the other reviews about Route that are negative and I have not experienced any of these things. I have no idea why some people are so unhappy but hey, you can't make everyone happy. I have no clue if they had different Route reps or what but I can guarantee they didn't have Cody and Tyler. I can only speak from my own Route experience, which has been fantastic AFTER those couple changes mentioned in the beginning were implemented. I would like to see Route change their wording and instead of saying stuff like "1 click protect powered by route" or "green package protection", "instant resolution" or "carbon netural", instead focus on what the service IS, which is absolutely amazing parcel insurance that covers literally every issue. It should say "Route: The ultimate package insurance that allows you to sleep well at night" or "Route: package protection made by Gods for Gods" or "Route: if ANYTHING goes wrong we got you covered like a Snuggie". On a serious note, I do really wish they would change the wording to emphasize their program and make carbon neutral stuff a perk, but we can't win them all. Regardless, I am a fan and I encourage you to give them a try.

Affordable easy to use Insurance - After several zoom meetings, I finally started using Route. It has greatly reduced the number of emails I get about any issues relating to shipping or claims. Honestly I wish I would have done it sooner. I would highly recommend it and have to several other friends who have e-commerce sites as well. And I am yet to have any customer complain about the small fee or have any issues with a claim.

Affordable Insurance, Very Responsive and Solutions-Oriented Customer Service - We have had a very positive experience using Route over the last few months. Since the average order size on our website is quite high and the number of packages lost or damaged in transit has increased during the Covid pandemic, we were looking for a solution to offer our customers the peace of mind that their orders would arrive safely or would be refunded promptly . So far, we have not had any issues with the claims and the customer service team has been responsive and attentive. Our thanks to Cameron for providing a great solution when we wanted to make a change to the setup that could have affected us negatively in some ways. The team was also quick to implement his recommendation. Finally, we are also pleased by the fact that Route offers insurance that is significantly more affordable than that offered by the shipping carriers. Overall, we are very satisfied with the app and the team.

Route is the worst *from a merchant* - DO NOT USE - We are a merchant have been using them for over a year. There were a few hiccups in the past where it took hours trying to get a refund from Route because some of our customers inadvertently opted in (Red Flag #1 - we haven't even shipped the item!). A few months later, our customer received a damaged item and we immediately provided the customer with an exchange (for a brand new unit) and claimed the cost from Route. It's been almost 2 weeks and the only response we got was to "send more pictures" (which we did) I've sent emails to their leadership Clare Peterson and Matthew Dastrup to follow up on this but have not heard back (Red Flag #2). If you are looking at this, you have yet to resolve our claim for Route order number: RTC7JA5VD6H42KQRCF5840. We have disabled Route for now as we have lost confidence in their service.

Horrible Company - The service may be ok but the company and customer service are horrible. There is now way to actually talk to them on the phone and their email customer service you are lucky to get a response within 3 days, even when there are issues. They constantly have issues where they automatically charge the customer when it is supposed to be an opt in, then they bill you no matter what. They even admit that they had issues but refuse to compensate you for all the customers you had to refund for the charge. They don't deserve a 1 star.

Goodbye to old carrier claims forms - The team at Route are extremely easy to work with and makes integration easy. Over 90% of my customers select the service, and so far, there's been positive feedback. I'm still new to Route, but I hope my customers continue to enjoy the service and know that we are both covered if anything happens.