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.

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.