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.