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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.

jos...com

Dec 14, 2021  on Bigcommerce

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.

ser...com

Dec 11, 2021  on Bigcommerce

Easy & Simple Coverage - Easy and simple to use. My only critiques are the coverage limit and the ability to add-on insurance. Insurance only covers the value of the merchandise, and leaves us (or the customer) with the tax and shipping bill. It is also impossible to add to an existing order, which means creating new orders and shuffling paperwork for everything to be squared away. If just adding the insurance post-purchase could be fixed, that would be 5-stars.

jef...com

Aug 06, 2021  on Bigcommerce

helpful but need slight improvements - Route is a great addition to our website and has been helpful in providing support with claims. However, one improvement that can be implemented is to provide an option on whether or not they want insurance. At the moment, its default setting is insurance included, many customers don’t realize it’s optional. Besides that, Route has been great.

bri...com

Nov 03, 2020  on Bigcommerce

Route Shipping Insurance - We have been using Route for several months. We've had very little feedback from customers. The adoption rate has been high. A couple of customers have complained that we had the service turned on to include the insurance by default. They thought we were profiting from it. Once we explained it to them and showed them they could have opted out, they were happy.It's nice to offer the service to the customer and it helps to have a third party to send the customer to should they need to file a claim. It would be nice if the merchants got even a small cut of the fee Route collects though. But, it's still good to offer it because it can lead to increased customer satisfaction if there is a loss or a damaged package. And, it takes the responsibility off of you.It's worth offering .

the...com

Nov 02, 2020  on Bigcommerce

Easy to use integration - Route has been a easy to use feature on my site. I can't comment on claims as luckily haven't had any issues to have to find out. I really hope my customers understand the benefit of the insurance and opt in to add to their purchase.

ski...com

Oct 30, 2020  on Bigcommerce

Route: Easy to use - some issues with claims - We really love having the insurance. That is GREAT. My issue is with some of their timing - especially our global customers. USPS demands that 10 weeks go by before you can file a claim, so a global order having to file for a lost package before it is able to be delivered doesn't make any sense. This was our BIG reason for getting this service and most of our global customers are getting no coverage. That is very unfortunate for them and us. They need to update their times. 30 days since a package has been scanned globally is NOT a lost package. This happens all the time and they get delivered *usually by week 8.

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