Taranker.Com Logo
Route logo

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.

kev...com

Aug 02, 2021  on Bigcommerce

Helpful with some issues. - There are some useful features in this app. The only issue I had was the inability to toggle off automatically adding the service to shopping carts. Nearly 100% of my customers paid for it, likely without realizing it. The only way to stop it was to turn off the paid option. It would be nice to have it as an option for customers to add to their order, without it being set by default. Feels shady to me.

sal...com

Nov 09, 2020  on Bigcommerce

OK.. Could use some improvement - I really like the idea that buyers can buy insurance for their packages at a really reasonable price. It also relieves me from all of these "where is my package" and "the item shows as delivered but I didn't get it" emails. In the past I'd have to issue a lot of refunds due to the inefficiency of the Post Office. Now I just give the customer the link to filing a claim and be done with it. However, Route does not pay out very many claims. Seems they always find a reason to not pay it. I'm not so happy with that part. Also, I've had several buyers complain that they don't want to download an app to track their package. I believe it has to be better conveyed that the download is optional. For the most part, I think it's positive. Most buyers select it. Doesn't seem to get in the way of conversions. I'll probably load it onto my second website before the holidays.

inf...com

Oct 30, 2020  on Bigcommerce

Might be better for other products - Didn't seem to cover many of the issues our customs were having for insurance. It's possible it was due to it being glass. But it didn't work out for us.

Scroll to Top