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.

Not a free app. Misleading at best. - This app is listed as free with no recurring fees, which is misleading at best.We installed this app in September 2021 to try the tracking functionality. We don't have a need to insure our packages in case of loss.We tried the app for a week, decided it was not for us, and uninstalled it. Fast forward to December 2021 (3 months later), we received an invoice for $20 from Route. We couldn't figure out why we received an invoice as Route is listed as a free service.After questioning the person in their billing department, we found out the insurance option is turned on by default. You have to manually turn it off (opt-out). We contacted a customer who had supposedly insured their package and found out they didn't know they had paid for insurance. Since insurance is added by default, the customer who ordered 13 separate line items didn't see the insurance charge either.Actual email with Route:-------------------------------------------------------On Thu, Dec 2, 2021 wrote:Is this service added by default or did we opt-in to add the insurance to our checkout? We never wanted insurance at all (we only wanted to try the tracking) which is why this is highly surprising.Route Billing - Thu, Dec 2, 2021I can't speak to the process when you signed up but as of right now, the insurance is added by default. -------------------------------------------------------Long story short, we ended up paying Route $20 for a service we didn't need or want. In addition, we had to refund the customer who paid for insurance they didn't need or want.Normally, when you deal with reputable companies, they handle such problems. In this case, Route's answer was "it's not my problem".-------------------------------------------------------Route Billing - Thu, Dec 2, 2021I apologize for this lack of transparency and confusion but it's a legal obligation at this point. Not really something that's up to me-------------------------------------------------------This app is not free unless you are careful to "opt-out" of the insurance. This not only lacks transparency but is dishonest. Their response of "not my problem" was unsurprising given their lack of transparency.

No reimbursements a total fraud - This looked like a great idea and the software worked really well. I would say that 99.9% of all customers added this to their cart at checkout and I was both amazed at the way customers embraced this service. At first I was confident about Route, I loved the idea of offering customers peace of mind. It seemed all systems go until I needed to ask some questions. Probably not that important really, just about integration, which I managed myself in the end. So their failure to respond went un-noticed really. Out of hundreds of orders, a couple went wrong and got damaged. The claims seemed to be taken care of and Route approved them. I included my account to receive reimbursements from Route and largely forgot it until I received an email stating that they were unable to pay into my account and that I must update the reimbursement method. I changed to paypal. They said I would have to wait until the next payment cycle for the $19. A month came and went and no payout. I eventually contacted Route to ask where my reimbursement was. In the meantime, another claim for £60 had been APPROVED by them. I have waited nearly a week for my reply after being fobbed off twice. I looked earlier and the original reimbursement for $19 has gone completely from the admin panel and the $60 reimbursement says claim Approved but reimbursement Not_Approved. So there you go folks, a scam company who are only too pleased to take a small %age of each sale. Take your customers money but decline to payout. That to me suggests a company in trouble. A company I will not present to my customers under our brand! We have since sent Route a notification of suspension from our website. We have also contacted American Express and blocked them from taking any payments. We are still awaiting a reply from Route and will update this review accordingly. We have since installed Nano Insurance as I have communicated, personally with their CEO in setting up the service. I am sad that Route are so bad!

No Customer Support, I mean ZERO - When they wanted to sign you sign up, they were quick to return calls. After you signed up its another story. I had my one and only claim where my customer purchase express shipping at a cost of $28.00 dollars. They made a claim because they said the item never arrived. I had no idea this was happening, which is fine. The elected the cash back option and Route refunded the cost of the item only. I then heard from my angry customer wanting to know where is my $28.00 dollars. I contacted Route customer support inquiring about the claim and wanted the know why the shipping was not covered. Maybe they do not cover the shipping? I do not know because after 48 hours during the work week I have yet to receive a response. Not covering shipping is a major problem, especially if your ship internationally. There are much better services out there, and do not them fool you with their tracking app. Its really nothing special.

Dont't add it to your platform!! SCAM ALLERT - Everything is good when they are taking the money from the customers , however you can't reach anybody when you have a lost package. I currently have 3 claims and, in the last 7 days I couldn't reach any staff members and no update on the platform from them. I had to cover the insurance provided by them from my pocket. THEY ARE BASICALY STEALING MONEY !!! CAN'T BELIVE BOGCOMMERCE ALLOWS SCAMS ON THEIR PLATFORM

Spamming my customer after Opt-In. - Got a customer who didn't appreciate getting spam after signing up for Route. I am also getting advice on health benefits of Vitamin B from Route. Insurance isn't enough, they want to leverage my e-mail contacts. Nope, not cool to spam my customers who opt-in for Insurance.

Does Not Pay Claims! - We have had nothing but problems with Route! They will find any reason not to pay a claim. If the box the product comes in is not damaged, they automatically deny the claim. They take forever (multiple weeks) to review a claim only to deny the claim in the end. It seems to be a scam to me.