We never had a claim denied during our time with Route, which was reassuring. Claims were processed quickly and customers received either a refund or replacement, though a handful of times customers were told only a refund was possible. While this worked fine for us, it created confusion because customers expected a choice between replacement or refund. At the start, we also dealt with a frustrating issue where bots were placing fake orders that only included the Route protection product. This led to bogus email addresses being added to our email program and accounts being created in Shopify for months before we even went live. Eventually, Route put a fix in place to prevent checkout when the protection product was the only item in the cart, which solved the problem. One concern I had before implementing Route was whether customers might file claims for seedlings damaged after delivery (e.g., from weather rather than transit). I believe this did occur occasionally, though claims were still approved. The reality is that we ship live plants, and shipping delays can cause damage. I think Route underestimated the unique challenges of working with perishable products before agreeing to partner with us. Ultimately, our biggest disappointment was how the partnership ended. We woke up to an email that Route was offboarding us immediately due to profitability concerns. While they honored coverage for existing customers, there was no notice or transition period. This left us unable to update our website or notify customers before Route was removed as an option. After building policies and customer communications around Route, being cut off with no warning was extremely disruptive and damaging to customer trust. If Route had offered a notice period and worked more collaboratively, we’d have nothing but good things to say. Unfortunately, the way the relationship ended left us frustrated and disappointed.

I worked with Route for over a year. At the start, their onboarding team was excellent and very welcoming. Unfortunately, everything after that went downhill. Customer service became rude, unhelpful, and extremely difficult to work with. Throughout my time with them, I felt like I was simply giving the company money while my customers got nothing in return. The service provided no real value or protection to my shoppers. When I decided to remove Route from my website, the experience was even worse. They offered minimal help to remove the code they had added and kept their code on my site, making the process unnecessarily frustrating. I’m giving two stars only because the initial onboarding was smooth. If you’re looking for reliable order-protection for your customers, I recommend finding another provider. Route is not worth the cost or the hassle.

The team at Route is amazing. They helped me get onboarded seamlessly and helped me with questions as I got every thing working in my Shop. Highly recommend!

This app is horrible now I have to constantly keep emailing back-and-forth for them to attach the route feature to my checkout. It was on my checkout for about a year and now all of a sudden it disappeared and I’ve gone back-and-forth for weeks now trying to get them to add it back to my cart I don’t understand why so difficult. On top of that every single time I try to login it tells me my password doesn’t work and every single time I go to change my password. It still tells me the new password that I changed it to doesn’t work. The only time that it lets me login is when I have to email somebody they have to send me password reset link and then it will work. I don’t understand what is wrong with this app and why it is so horrible now

Disappointing Experience — Lack of Support and Unfair Billing Practices We had high hopes when integrating Route into our store, but unfortunately, our experience has been deeply disappointing. From the start, we operated under a verbal agreement regarding a profit share model, which Route later claimed was never formalized—despite it being a key part of our original understanding. When we raised concerns about billing discrepancies, instead of working with us toward a fair resolution, the team became unresponsive and dismissive. We were told the issue would be reviewed, but have since been met with delays and no effort to find a middle ground. It's frustrating to feel ignored, especially when we're simply asking for transparency and fairness. If you're a merchant looking for a partner who values clear communication and mutual respect, I strongly urge you to think twice. Our goal was always to resolve this professionally and respectfully, but we were left with no support and no resolution.

We have really been enjoying the pro features for this app. It has drastically improved our user experience and their team is always super quick to respond to us and to our customers. Very happy with this application.

Professional team, easy to resolve requests and questions, provides coverage in an area where our company has historically had a need that no one else could fill, and the cost is very reasonable. Very pleased with the internal side of working with Route and with the external side of offering a great service to our customers.

This app sucks, they don't help merchants, promise you the world so you sign up and leave you hanging at the first technicality. Use NAVIDUIM Its cheap and you keep the money that customers pay for the damages and you can use the funds to PROPERLY TAKE CARE OF YOUR CUSTOMERS!!

Just not a good app. shipping insurance is already hard enough to deal with as is and adding a secondary party who now doesnt even accept a phone call does not help things. Save your customers money and avoid this app

Horrible customer support and dishonest through the sales process. The concept is good and, when done right, this can be an excellent solution. But in our experience, Route was nowhere near the right partner to make this work. I've gone weeks without a response and they provide no other channels to get support. I would not recommend this app to other shops - consider some competitors. Two stars because, early in the relationship, it was a decent solution and was a helpful tool (still with issues, but at least they were responsive). But they seemed to have some internal restructuring that changed all of that.