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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.

kad...com

Nov 03, 2020  on Bigcommerce

Peace of mind for us and our shoppers - Route has been a wonderful addition to our online store. This service is affordable for the shoppers and gives them complete transparency regarding the progress of their orders. It has freed us up too from answering inquiries about order status and we believe that it gives the customers peace of mind. We love the service.

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.

hel...com

Oct 31, 2020  on Bigcommerce

Great Service - Route covers the exact services that we need. Providing an ease of mind on all orders shipped. We will continue working with Route.

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.

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.

cus...com

Oct 30, 2020  on Bigcommerce

Route - I have been using route on my site since it was launched and customers have been loving it. It was simply to install and easy for the customers to use.

kev...com

Oct 30, 2020  on Bigcommerce

Excellent product - Roughly 80% of our customers purchase Route to protect their order. We've had good success with the app so far.

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