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Customer reviews: Route

Develop by Elite

Reviews (47)

Overall rating
4

What Merchants Think

"Route" receives mixed feedback from merchants. Positive reviews highlight the app as a game-changing, stress-reducing solution for handling shipping issues, with an excellent response from customer service. On the downside, some merchants have reported unsatisfactory experiences, citing issues like claim processing delays, lack of communication, and unexpected charges. Overall, while many merchants find immense value in Route's package protection features, others recommend caution due to recent lapses in service reliability.

Key Strengths

  • Effectively reduces merchant involvement in shipping claims and customer service.
  • Offers peace of mind to customers with its comprehensive package insurance.
  • Responsive and supportive customer service when operational.
  • Easy integration and setup on e-commerce platforms.
  • Affordable insurance compared to other carriers.

Common Concerns

  • Auto-add functionality causes unexpected charges for customers.
  • Inconsistent claim approval and processing delays reported.
  • Lack of strong communication and resolution in some cases.
  • Issues with claims not being covered, especially shipping fees.
  • Concerns about spamming customers post opt-in.

Final Thoughts

Route is generally well-received as a beneficial app for merchants seeking to streamline shipping insurance processes and enhance customer satisfaction. Nevertheless, merchants are advised to be aware of potential service inconsistencies and ensure clear communication with Route’s team. Businesses that manage high shipping volumes or frequently experience lost or damaged parcels may particularly benefit from Route.

bre...com

Jan 31, 2024  on Bigcommerce

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.

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