# Route Reviews **Vendor:** Route **Category:** [Shipping Insurance Software](https://www.g2.com/categories/shipping-insurance) **Average Rating:** 4.5/5.0 **Total Reviews:** 114 ## About Route Route empowers online brands with a premium post-purchase customer experience. Lost, stolen or damaged packages? Route covers all of that, letting customers reorder in one click, while merchants rack up an additional sale, instead of potential lost revenue. Route delivers proactive shipping and delivery updates for every order, while bringing the entire e-commerce transaction history, visualization map and carrier resolution options in one convenient place. ## Route Pros & Cons **What users like:** - Users appreciate the **affordable pricing** of Route, making package delivery services accessible without breaking the bank. (1 reviews) - Users appreciate Route's **excellent customer support** , which enhances confidence in package delivery and integration with Shopify. (1 reviews) - Users appreciate the **easy integrations** with Shopify, enhancing their experience and confidence in package delivery. (1 reviews) - Users find that Route provides significant **time savings** , reducing headaches and costs effectively. (1 reviews) **What users dislike:** - Users express frustration with **poor support** , citing ineffective AI assistance and abrupt discontinuation of services. (2 reviews) - Users experience **communication issues** with Route, especially regarding unexpected termination and lack of transition notice. (1 reviews) - Users experience **email issues** due to sudden termination of partnership, causing confusion and disruption in customer trust. (1 reviews) - Users find **integration issues** with Route frustrating, as it's not a seamless feature within Shopify. (1 reviews) - Users express frustration over Route's **abrupt partnership termination** , causing disruptions and damaging customer trust without prior notice. (1 reviews) - Widget Issues (1 reviews) ## Route Reviews ### 1. Claims Always Approved, But Partnership Ended Abruptly **Rating:** 1.5/5.0 stars **Reviewed by:** Dee L. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** October 01, 2025 **What do you like best about Route?** Claims were approved bit that was the only positive. **What do you dislike about Route?** 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. **What problems is Route solving and how is that benefiting you?** Provided shipping insurance to cover damages and lost packages ### 2. Was a great integration with Shopify during Pandemic **Rating:** 3.5/5.0 stars **Reviewed by:** Scott D. | Senior Graphic Designer, Marketing and Advertising, Small-Business (50 or fewer emp.) **Reviewed Date:** October 08, 2025 **What do you like best about Route?** Route does a great job of ensuring customer confidence in the delivery of their package. It offers great customer support, its easy to integrate with Shopify and doesn't cost a ridiculous amount for the company to use. **What do you dislike about Route?** That it wasn't just a Shopify included feature, it had to be integrated. **What problems is Route solving and how is that benefiting you?** Route helped ensure our customers were confident that their packages were going to arrive and had great customer service. We used it heavily during the pandemic when everything was uncertain. ### 3. Great Route System, But Weak Support and Useless AI Assistant **Rating:** 2.5/5.0 stars **Reviewed by:** Tim S. | Principle UX Designer, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2025 **What do you like best about Route?** In general the Route system works and it has saved us lots of headache and money. **What do you dislike about Route?** Support is impossible, and probably the dumbest AI chat assistant I've ever experienced. New cart drawer verbiage takes up too much real estate. **What problems is Route solving and how is that benefiting you?** Providing insurance for stolen packages. ### 4. Nothing but wonderful experiences using Route **Rating:** 5.0/5.0 stars **Reviewed by:** Ruben C. | Ecommerce Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 06, 2024 **What do you like best about Route?** Nothing but wonderful experiences using Route. Their team takes care of the heavy lifting fixing customer shipping issues which allows us to handle other issues in a timely manner. **What do you dislike about Route?** Nothing stands out as a downside, everything works as intended. **What problems is Route solving and how is that benefiting you?** Route is taking care of interacting with customers who have shipping issues (lost or damaged packages) which free up our small team of operators to handle other issues. ### 5. Route is great and efficient! **Rating:** 5.0/5.0 stars **Reviewed by:** Maeghan P. | Mid-Market (51-1000 emp.) **Reviewed Date:** August 22, 2023 **What do you like best about Route?** What I like best about Route is it helps our e-commerce company with damaged or lost orders. Getting our orders to our customers in a timely fashion is key plus they help us insure they will get a product that has not been damaged in transit. **What do you dislike about Route?** There are no downsides to using Route. They have made our job and customer service more efficient and effective. Route always answers our inquiries on time, wether it be directly with us or the customer. **What problems is Route solving and how is that benefiting you?** Route is solving our shipping inquiries with our customers. If a customer reaches out and they have not received their order, Route is quick to help respond to a claim for lost in transit. They are also useful when a customer receives a damaged product. They will issue a replacement without issues. ### 6. Super quick at responding and handling any issues **Rating:** 5.0/5.0 stars **Reviewed by:** Echo C. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 15, 2024 **What do you like best about Route?** All of the reps I have spoken with work quickly and diligently to resolve issues. I know that if I tell a customer to make a claim that it will be an easy experience for them during a stressful time. **What do you dislike about Route?** The chat bot questions are sometimes not helpful as the merchant **What problems is Route solving and how is that benefiting you?** Insuring products being shipped across the United States and investigating lost packages, which frees up time for me to handle other customer concerns. ### 7. I Have No Clue How I Managed Without My Route App! **Rating:** 5.0/5.0 stars **Reviewed by:** Brittany P. | Assistant Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 25, 2023 **What do you like best about Route?** Instead of looking in my email and constantly trying to find tracking on multiple different packages, I can use the Route app and find everything all at once! It's nice to have all of my tracking info in one spot! **What do you dislike about Route?** I honestly haven't found anything that I dislike about the app or the online service. The online service is great and the people that work for Route explain everything to you without issue. **What problems is Route solving and how is that benefiting you?** Having to keep all of my orders together for my online shop can definitely be a pain. Route has helped me keep everything together and organized. It helps me know when I have product coming in soon and products that will be arriving later or earlier than scheduled. ### 8. Route is a great service! **Rating:** 5.0/5.0 stars **Reviewed by:** Jacob B. | Small-Business (50 or fewer emp.) **Reviewed Date:** February 15, 2024 **What do you like best about Route?** Easy to understand, great UI, it is reliable **What do you dislike about Route?** Sometimes the cost can be a bit pricey and expensive. **What problems is Route solving and how is that benefiting you?** Easy to replace packages that are damaged or stolen or lost in transit. ### 9. Great reps for merchants **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** February 23, 2024 **What do you like best about Route?** Merchant reps are nice and helpful. Chatting in is never stressful **What do you dislike about Route?** Usability for customers not great, seems like a lot of pitfalls they get stuck in so they end up needing additional help when submitting a claim **What problems is Route solving and how is that benefiting you?** Lost and missing orders. Damage in transit- reducing customer contact for those issues ### 10. great and quick resolve to delivery issues! **Rating:** 5.0/5.0 stars **Reviewed by:** Kristian L. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 22, 2023 **What do you like best about Route?** I was hesitant to choose insurance for my online order but hey it was only about $2 to insure my $100+ order. It unfortunately arrived melted and unusable. Route quickly resolved my issue and for no additional charge shipped a duplicate order within only an hour and a half of submitting my order claim! Will definitely always be insuring through them when i have the option. **What do you dislike about Route?** Nothing! Everything worked out perfectly **What problems is Route solving and how is that benefiting you?** The order that I insured through Route arrived melted and i was quickly given a replacement order for no extra fees. ### 11. Great customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** August 22, 2023 **What do you like best about Route?** Their customer service is fast and they are very helpful. I had a package that was marked as delivered but never arrived and they made sure I received a refund for the order. **What do you dislike about Route?** At this time, I don't have any issues with route. They've always been able to assist me with issues pertaining to missing packages. And if I don't have a problem, they are spot on when it comes to when my package will be delivered. **What problems is Route solving and how is that benefiting you?** They solve the extra issue of needing to contact the company and the company having to reach out to the shipping distributor to follow up with them. This makes it easy to reach out to one person and get a quick response regarding the status of delivery. ### 12. What a great solution to the headache of dealing with customers saying they don't have their package **Rating:** 5.0/5.0 stars **Reviewed by:** Brandon D. | Ecommerce Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** April 28, 2023 **What do you like best about Route?** We started using Route on our ecommerce site this year. They have been great to work with from the very start. Luke Smith and Travis Robinson have always been available when we have questions or need help. I was even invited to a Utah Jazz game to meet them in person and learn more about Route. I would highly recommend doing business with this company. **What do you dislike about Route?** I have nothing bad to say about Route. We are happy we decided to start having them help insuring our customer's packages. I highily recommend anybody with an ecommerce site to look into using them. **What problems is Route solving and how is that benefiting you?** The biggest headache in the world was when a customer would call and say the package says delivered, but they didn't have it. Route has been our solution to helping customers in this situation. ### 13. Fast, efficient, helpful **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** February 15, 2024 **What do you like best about Route?** Quick resolution time, customers get refund or reshipoment quickly. **What do you dislike about Route?** N/A nothing bad to say about Route. Always helpful **What problems is Route solving and how is that benefiting you?** Resolving issues when packages or lost, stolen, or damaged ### 14. Product damaged, Route very responsive and helpful in fixing problem **Rating:** 5.0/5.0 stars **Reviewed by:** Andrew M. | Managing Director Sales, Small-Business (50 or fewer emp.) **Reviewed Date:** August 08, 2023 **What do you like best about Route?** The system is easy to use, and the prople who I dealt with were very fast in solving the problem. I had 2 cases shipped and tehy were unfortnately damaged, the claim and refund process was easy, quick and seamless. **What do you dislike about Route?** Nothing I can think of. It makes 100% sense to use it. **What problems is Route solving and how is that benefiting you?** Product as damaged, and with a very easy online form I was able to claim and get refund on the dameged goods, ### 15. Excellent Tool For Ensuring Shipments Are Insured **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Hardware | Small-Business (50 or fewer emp.) **Reviewed Date:** August 08, 2023 **What do you like best about Route?** Route take a large burden off of the administration required for Trace, Tracking and Claims. This is very time consuming and an exhausting process. Route alleviates this headache. Customer can file a claim with Route representatives and the process is efficient and quick. **What do you dislike about Route?** Sometimes issues are challenging to communicate with representatives in chat, particularly if they are time-sensitive. So at times that can be a little challenging. For the most part, with a little time and effort, these are able to be cleared up and all the reps have genuinely shown they want to assist. **What problems is Route solving and how is that benefiting you?** It take care of the requirement that Shipments are insured against theft, loss or damage. We do not have to send packages with signature required. It also alleviates the long and tedious process of dealing with Shippers ### 16. Quick and painless **Rating:** 5.0/5.0 stars **Reviewed by:** Adrian S. | Financial Services Representative, Small-Business (50 or fewer emp.) **Reviewed Date:** August 22, 2023 **What do you like best about Route?** The response time was unbelievable quick and the rep was very professional. **What do you dislike about Route?** Nothing at the moment, there hasn't been an issue that they have not resolved. **What problems is Route solving and how is that benefiting you?** Being able to reach out knowing that I will get the support I need and my issue will be resolved in a timely manner. ### 17. We love Route! **Rating:** 5.0/5.0 stars **Reviewed by:** Berkley C. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 28, 2023 **What do you like best about Route?** Route has been fantastic to work with! We integrated Route into our website this year and saw immediate results. It helped bring our customer service to a new level and the customer experience! Highly Recommend! **What do you dislike about Route?** There has not been anything we dislike about Route. They have been fantastic to work with and have been very helpful to us as a company and our customers. **What problems is Route solving and how is that benefiting you?** Route Protection and Tracking is serving as a shipping protection for our website. It benefits us by taking our customer service to the next level; if a customer's order goes missing, they work directly with Route to solve the problem. ### 18. Great care and Quick Response Time **Rating:** 5.0/5.0 stars **Reviewed by:** Lillian S. | Owner , Small-Business (50 or fewer emp.) **Reviewed Date:** August 08, 2023 **What do you like best about Route?** The response time was great, and the attention to detail was awesome too. I appriciated the communication between the rep and myself, they took the time to understand and explain the process. **What do you dislike about Route?** Honestly I had an overal good experience, not sure if it was my email but the thread of the conversation was a bit wonky but belive its a google issue not the issue of Route. **What problems is Route solving and how is that benefiting you?** Stolen package and solving the issue of reordering the items. Was great and would recommend it to any e-commerce company that needs route insurance. ### 19. Happy small business owner and Route user **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** April 03, 2023 **What do you like best about Route?** On the business side, Route offers flexible options for package protection and their support team can help you reduce your support team's workload. Their app is so easy to use and their rates are very affordable. On the customer side, Route makes their policies very clear and any shipping-related issues can and will be resolved by their team. Any negative reviews you may see are likely due to the original seller relying too heavily on shipping insurance for other, more product-specific issues. Any time I've used Route as a customer I've been happy to have their service. **What do you dislike about Route?** Account reps are expected to upgrade client subscriptions. For us, it was specifically to use their product recommendation features which we have alternatives for. We're happy with just leaving Route as a means to insure packages and leverage their support team. **What problems is Route solving and how is that benefiting you?** We moved from a self-fulfillment service called ChitChats which provided affordable package insurance for all labels purchased through the service to a hands-off third-party fulfillment center with less comprehensive and more expensive insurance options. Route gave us a options that were better than both and also provided additional support and a much better claims resolution process. **Official Response from Customer Success:** > I'm pleased to hear that you have had a positive experience with Route's package protection options and support team. Our aim is to make in-transit items easy and stress-free for both businesses and customers. We believe that our flexible protection options and the easy-to-use app can provide a seamless shipping experience for businesses of all sizes, while also reducing their support team's workload. Our team is committed to resolving any shipping-related issues quickly and efficiently, and we always strive to make our policies clear and transparent for our customers. We appreciate your feedback and recommendation of our service to others. We understand that these processes can be complex, and we are continuously working to improve our services to meet the evolving needs of our customers. Thank you for choosing Route and we look forward to serving you in the future. Leea, Customer Service ### 20. No complaints **Rating:** 5.0/5.0 stars **Reviewed by:** McKenna C. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 18, 2023 **What do you like best about Route?** We have had only a positive experience with Route. Our company ships a lot of perfume bottles that unfortunately are bound to break once in a while. Having Route has put our minds at ease knowing that they are able to resolve any damaged packages (or lost and stolen for that matter). Route truly has been a lifesaver for our business and couldn’t recommend it enough. **What do you dislike about Route?** My only dislike is that their premiums have increased for my customers. However, I understand this was necessary from a business standpoint. **What problems is Route solving and how is that benefiting you?** They have solved all of our order issues related to damages, lost or stolen packages. ### 21. Easy to use **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Wholesale | Small-Business (50 or fewer emp.) **Reviewed Date:** April 04, 2023 **What do you like best about Route?** Working with a team that uses route right now. They have been easy to work with, we onboarded them quickly and seamlessly, and they are taking care of our customers for us on the "boring FedEx mess ups" so that we can be on the phone with customers and helping them with other things. It's a great service and option for anyone sending out lots of packages as a business. I would recommend them highly. **What do you dislike about Route?** I don't have too much visibility into it, but it's not really their fault as they have plenty of visibility on their dashboard. I just don't think to go look at it. **What problems is Route solving and how is that benefiting you?** Less customers are reaching out to us about shipping protection and damaged packages which is freeing up our reps to focus on more important things with the customers. **Official Response from Customer Success:** > Thank you for taking the time to send in your positive feedback! It sounds like the onboarding process went smoothly, which is a testament to the efforts of our implementation team. We take pride in our ability to seamlessly integrate with our client's existing workflows and systems, so hearing that this was the case with your team is great news. Our aim is to provide a comprehensive solution that takes care of all the necessary logistics so that our clients can focus on what they do best. It sounds like Route is doing just that for your team. Thank you for your recommendation of our service to others. We are always striving to improve and provide the best possible experience for our customers, so hearing that we are meeting your needs is very valuable feedback for us. Thanks again! Take care, Leea, Customer Service ### 22. Helpful with tracking and issues **Rating:** 4.0/5.0 stars **Reviewed by:** Casey T. | Enterprise (> 1000 emp.) **Reviewed Date:** August 08, 2023 **What do you like best about Route?** The app and representives were responsive and helpful with resolving my order. **What do you dislike about Route?** Multiple apps/platforms to file a claim. **What problems is Route solving and how is that benefiting you?** An online order that was delivered damaged and missing parts ### 23. Route Solved My Issue Without Hassle **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** August 22, 2023 **What do you like best about Route?** I ordered from JLuxLabel and attached Route to my purchase. Although, the item didn't show up, after contacting route and waiting the appropriate amount of days I had a resolution with my money returned promptly. **What do you dislike about Route?** I disliked waiting five days for a resolution, but understood why. **What problems is Route solving and how is that benefiting you?** Its an extra layer of security if my package is lost. ### 24. Reliable and Excellent Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Wholesale | Small-Business (50 or fewer emp.) **Reviewed Date:** August 08, 2023 **What do you like best about Route?** can reliably protect my goods and products as well as insure them against potential damages from transit **What do you dislike about Route?** coverage is not complete or expansive, and it is up to Route's discretion and judgement whether or not damage is extensive enough to warrant insurance. **What problems is Route solving and how is that benefiting you?** packages and items are often mishandled by shipping carriers. Route insures against such damages so I don't have to worry. ### 25. I Recommend Route **Rating:** 5.0/5.0 stars **Reviewed by:** Karlee J. | Small-Business (50 or fewer emp.) **Reviewed Date:** May 03, 2023 **What do you like best about Route?** The App is super helpful and user-friendly to manage. Tracking your packages gives excellent detail, and can watch the whole shipment route on a map, which is a plus. I am relieved to know my packages are safe through Route. **What do you dislike about Route?** I have no downsides or dislikes to report about Route Protection & Tracking. My experiences have been positive and super helpful. **What problems is Route solving and how is that benefiting you?** Route is solving multiple issues by Stolen or lost packages. I do not need to worry about my package and if there is an issue, I know the team at Route will do what they can to make it right and help me out. ### 26. Amazing customer service **Rating:** 5.0/5.0 stars **Reviewed by:** CaTiffany M. | Security Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** August 11, 2023 **What do you like best about Route?** Customer service was absolutely amazing! The communication was great. They made sure to take care of all of my needs and replaced my damaged product with no problem **What do you dislike about Route?** Nothing. They were great. The responded to my need promptly **What problems is Route solving and how is that benefiting you?** My product was damaged during shipping. They replaced my order with no problem ### 27. Route has helped our company **Rating:** 5.0/5.0 stars **Reviewed by:** Tina D. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 17, 2023 **What do you like best about Route?** Customer service and providing a service to our customers that protects their packages **What do you dislike about Route?** Service Not offered for social media store purchases **What problems is Route solving and how is that benefiting you?** When packages are lost, stolen, and damaged. ### 28. Great service! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Medical Devices | Small-Business (50 or fewer emp.) **Reviewed Date:** August 22, 2023 **What do you like best about Route?** Only had to use them once, but they rectified the delivery issue very quickly! **What do you dislike about Route?** There isn't anything I dislike about the service. **What problems is Route solving and how is that benefiting you?** Package not delivered, route refunded purchase ### 29. Prompt customer service **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Luxury Goods & Jewelry | Small-Business (50 or fewer emp.) **Reviewed Date:** August 08, 2023 **What do you like best about Route?** Resolved issue promptly and refund was issued after 5 days **What do you dislike about Route?** Smooth transaction was my experience with route **What problems is Route solving and how is that benefiting you?** Provided insurance for lost package in prompt manner ### 30. Makes CS life easier and puts power of replacement at the customer fingertips! **Rating:** 5.0/5.0 stars **Reviewed by:** Kelli W. | Small-Business (50 or fewer emp.) **Reviewed Date:** April 24, 2023 **What do you like best about Route?** The customer can reach out independently and get replacements for damaged in shipping is taken care of! **What do you dislike about Route?** I do not have any dislikes but this website is making me type characters here. **What problems is Route solving and how is that benefiting you?** Damaged or Lost in shipping issues ### 31. Route Failed to Help our Customers **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** August 23, 2021 **What do you like best about Route?** They were pretty helpful at the beginning. **What do you dislike about Route?** They stopped providing services once the integration was running. **What problems is Route solving and how is that benefiting you?** Nothing, we removed Route and have no plans on using them in the future. **Official Response from Customer Success:** > Hello, Thanks for the updated review! I am so sorry to hear of any issues you and your customers had while working with our team. That is definitely not the experience we hope to leave you with. We would be happy to assist with any remaining questions or concerns you have regarding the issues experienced. Please feel free to reach out to our team at: https://route.com/help-center. We are always happy to help! Have a great day, Leea, Customer Service ### 32. So glad that we utilize Route! **Rating:** 4.0/5.0 stars **Reviewed by:** Grace B. | Customer Service, Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2021 **What do you like best about Route?** Route is such excellent peace of mind for both me, when I'm shopping on our site, but also for customers that utilize the service. Knowing that we have a fast, easy to use service to help people get replacements or refunds for their packages makes everyone's experience better! **What do you dislike about Route?** Occasionally, our customers will think that they need to download the Route app to track their packages, and they get frustrated. It is often difficult for them to distinguish what their Route order number is from what our store order number is. However, we do also have some customers who are upset when they find out that the Route charge is auto-added (so you have to deselect it) from the checkout page. **What problems is Route solving and how is that benefiting you?** I love to use Route to help our customers if they have a shipping issue that the carrier does not cover, like a lost or stolen package. It provides peace of mind for everyone involved! **Official Response from Customer Success:** > Hello Grace, Thanks for taking the time to write a review! We are happy we can offer peace of mind for you and your customers. We appreciate your feedback and I will definitely pass it along. If you have any other questions, don't hesitate to reach our team at: https://routeapphelp.zendesk.com/hc/en-us. We'd be happy to help! Thanks, Bianca, customer service ### 33. Route Saves Your Shipping Issues Instantly **Rating:** 5.0/5.0 stars **Reviewed by:** Ian A. | C, Small-Business (50 or fewer emp.) **Reviewed Date:** December 09, 2021 **What do you like best about Route?** First of all, the Customer Service is great. Most of all, Route resolved shipping issues instantly such as lost, stolen, or damaged while it is in transit to the customers' shipping address. They are also affordable that will give us peace of mind when it comes to shipping problem. **What do you dislike about Route?** What I don't like about this Route is they don't refund shipping cost for the original order. And customers' need to download the app for them to track their orders, which others may find it hassle for them instead of just having a link to click and track. **Recommendations to others considering Route:** Route will instantly resolve your shipping issues with no hassle. Their Claim portal is so user-friendly. The Customer/Merchat Supports are responsive and helpful. **What problems is Route solving and how is that benefiting you?** Route helps us cover these shipping issues instantly with no hassle as long as the claim will be filed in the timeline they clearly provided on their policies. It also help us make additional sales because people that have claims approved will say to other people that their orders are really secured as long as they purchased this route along with their orders. **Official Response from Customer Success:** > Hello there, Thank you for taking the time to write this wonderful review! Route prides itself on offering world-class customer service! We appreciate your feedback. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Thanks, Bianca, Customer Service ### 34. Route effortlessly resolves your order issues regarding lost, damaged, or stolen items. **Rating:** 5.0/5.0 stars **Reviewed by:** Gen S. | Customer Service Support, Small-Business (50 or fewer emp.) **Reviewed Date:** December 09, 2021 **What do you like best about Route?** Route Package Protection effortlessly resolves your order issues regarding lost, damaged, or stolen items at a very affordable price with just a few clicks through their claim portal. Zero hassle, instant solutions. Apart from that, you can track your order right to your doorstep. The staffs are very helpful and always find ways to help you resolve some concerns. **What do you dislike about Route?** The refund is just only for the item cost, not including any shipping costs. They cannot change the shipping addresses of the replacement orders if in case customers have an updated shipping address. So you need to contact the merchant to update it before the replacement order takes place. **Recommendations to others considering Route:** Sign up for this and you will have peace of mind for your orders in case they will be lost, damaged, or stolen instantly as long it's within the advised timeline for filing for the claims. **What problems is Route solving and how is that benefiting you?** It gives us peace of mind especially if their orders are lost in the way, damaged while in transit, or even those were stolen or orders that are marked delivered but package are not received by the customers. Instead of us reaching out to our shipping partners to look for the orders and where are they or the whereabouts of the packages, Route is there to help us resolve the shipping issue instantly. **Official Response from Customer Success:** > Hello! Thank you for writing this wonderful review! We are happy to hear you have had a good experience with Route. We appreciate the feedback regarding the refunds and I am happy to pass the suggestion along. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Enjoy your day, Bianca, Customer Service ### 35. Great Experience for the Merchant **Rating:** 5.0/5.0 stars **Reviewed by:** Ai Ling C. | Professional Services Provider, Small-Business (50 or fewer emp.) **Reviewed Date:** December 15, 2021 **What do you like best about Route?** Claims are easy and pretty quick (same-day in most cases). I can start a claim for my customers and then Route will liaise with them if they need anything more than what I've sent. Route pays for replacements and I ship them off. Works fantastically for me. **What do you dislike about Route?** I honestly can't think of anything too annoying. In the beginning it was annoying having to try and prove to Route that things were shipped, but now that I've installed the WooCommerce Shipping Tracking app, it's working automatically. **Recommendations to others considering Route:** If you have any issues with missing packages or damage during transit, you need Route. Period. **What problems is Route solving and how is that benefiting you?** I ship a lot of glass and sometimes items arrive damaged. Route has helped to make it so that USPS and UPS don't take all my time in entering claims. I just deal with Route's hassle-free procedure and I let them deal with that. **Official Response from Customer Success:** > Hello Ai, Thanks for your wonderful review! We are happy we could make claims and an easy process for you. Should you run into any questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Thanks, Bianca, customer service ### 36. Thanks Route for making our customers feel secure and safe when shopping with us! **Rating:** 5.0/5.0 stars **Reviewed by:** Live F. | CEO, Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2021 **What do you like best about Route?** I love that Route shipping allows a customer to select whether or not they want insurance for their package. It allows us to put the responsibility on the customer while creating a solution for both them and us. **What do you dislike about Route?** I don't like the payments and how long it takes to process them. I like to manage my money very closely and sometimes it causes a little bump in that money management on my end. **Recommendations to others considering Route:** I recommend if you use USPS or UPS and package frequently are lost or stolen from your customers. **What problems is Route solving and how is that benefiting you?** Our customers use USPS mostly and USPS isn't 100% reliable. This can be a problem for me as a retailer but Route solves that issue for a few cents or dollars making the customer feel secure when shopping with us and allowing us to be protected from packages being lost/stolen. **Official Response from Customer Success:** > Hi, Thank you for taking the time to write this review. Route prides itself on offering peace of mind for merchants and their customers! If you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a nice day, Bianca, Customer Service ### 37. Saves and Makes money! **Rating:** 5.0/5.0 stars **Reviewed by:** Sal M. | C, Small-Business (50 or fewer emp.) **Reviewed Date:** January 14, 2022 **What do you like best about Route?** It has the simplest of all integration I been worked with. Connects to my shopify store and customers are able to add "order insurance" easily and they will get an email about the claims n process immediately. Plus, it's the only app which has insurance plus order tracking app. **What do you dislike about Route?** Dashboard could be better. There is no way to see weekly or monthly breakdown of sales or insurance claims. Sometimes they do reject customer order claims without any valid reasons and we end up dealing with the customer. **What problems is Route solving and how is that benefiting you?** This helped us save money in terms of lost/misplaced orders. Route take care of this and refund/replace the order. Plus, we make money when they place a new order. Definitely a must for all e-commerce brand. **Official Response from Customer Success:** > Hello Sal, Thank you for reaching out to us! We're happy we could be a simple experience for implementation. I would be happy to pass along the information regarding the dashboard. We take feedback seriously and want to make sure the dashboard is a user-friendly experience. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Best, Bianca, customer service ### 38. Just Incredible **Rating:** 5.0/5.0 stars **Reviewed by:** Alistair T. | C, Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2021 **What do you like best about Route?** From the first moment that Route contacted me, the process has been seamless and incredibly professional. 99% of our customers have taken Route on their orders and it has made our shipping more trusted. I am enjoying building a good relationship with the guys, I would recommend to any company. **What do you dislike about Route?** I feel they have covered every base when it comes to the product, it works perfectly for us as a merchant and I am very happy with the product. I would recommend to any small business who is having problems with the trust of their shipping providors. **Recommendations to others considering Route:** Just use them **What problems is Route solving and how is that benefiting you?** We are solving the WISMO problem that we had when not using Route, It is really helpful in managing the time consuming problem of having to deal with shipping problems. We are entirely satisfied with the service. **Official Response from Customer Success:** > Hi there, Thanks for your raving review! We're happy to hear you have a good experience using Route! Route prides itself on offering peace of mind for merchants and their customers through our package protection and world-class customer service! Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a great day, Bianca, Customer Service ### 39. Easy and Effective! **Rating:** 5.0/5.0 stars **Reviewed by:** Cassandra S. | Customer Care Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2021 **What do you like best about Route?** Route has been super helpful for our brand by making the claim process easy and efficient for our customers. It's been a great asset to our customer support department. In addition, whenever we reach out to our contacts at Route, they're always very receptive and responsive. Communication is key, and they do a great job at it. **What do you dislike about Route?** It would be more efficient for the merchant to have access to the pictures from the denied claims. That way, we don't have to ask the customer to resend them to us or wait for the merchant support at Route to get back to us with them. **What problems is Route solving and how is that benefiting you?** Route has helped us save money from lost, damaged, and stolen orders. Additionally, they've helped us automate, and eliminate the claim process from our customer support department. **Official Response from Customer Success:** > Hi Cassandra, Thanks for the kind review! We pride ourselves on our customer service and we are happy we are meeting your standard. We take feedback seriously and I have passed along your suggestion regarding customer photos! If you have any other questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Best, Bianca, customer service ### 40. Best Decision for shipping protection! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Route?** Direct Customer Resolution, friendly agents, quick responses and resolve **What do you dislike about Route?** Nothing to dislike so far, best decision we have made to this day **Recommendations to others considering Route:** Been with Route for over a year now and it still amazes me! I am thankful to have this relationship, for all the help it provides to our customers, which ultimately helps our company. From day 1 Route began resolving customer issues. They continue to adapt to our business and the technological needs of our market/customers/regulation etc. We also have the Best Customer Success Manager (Makaylen) who keeps on top of our company's needs and options and communicates this to us. To the future! Thank you Route! **What problems is Route solving and how is that benefiting you?** Less time spent dealing with the shipping issues directly, more time to grow the business **Official Response from Customer Success:** > Thank you for your kind words! We're happy to hear you have nothing but a good experience using Route! We are fortunate we are able to partner with you. We pride ourselves on offering world-class customer service! Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! ### 41. Very Effective Package Insurance Claim Process. **Rating:** 5.0/5.0 stars **Reviewed by:** Manuel I. | Customer Service Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** December 13, 2021 **What do you like best about Route?** They have a speedy response time on claims. I had issues in the past with shipping carriers. The claim process was taking too long and sometimes led to losses. Route fixed that problem instantly. Especially during the BFCM and boxing seasons. Very effective and efficient process. **What do you dislike about Route?** They didn't send notifications on unsuccessful claims. You'd have to be on the dashboard constantly to see updates on resolutions. They fixed that though, I get emails from reps when something is wrong with a claim. **What problems is Route solving and how is that benefiting you?** Package loss claims was the biggest issue with shipping carriers. Route solves it by being the middleman between my store and the carrier and solves all package claim issues on my behalf. **Official Response from Customer Success:** > Hi there, Thank you for writing a review! We're thrilled to hear you have a good experience using Route! Route prides itself on offering great peace of mind for merchants and their customers through our package protection and world-class customer service! Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Thanks, Bianca, customer service ### 42. A must have, especially for holiday shipping! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2021 **What do you like best about Route?** They respond really quickly and can process claims way faster than any shipping company. Customers get impatient, especially when they are looking for Christmas presents to be delivered, and Route gets that! **What do you dislike about Route?** They are very strict about the date ranges you have to file a claim within, and if you are a few days outside the window I guess there's not much that can be done. Sometimes customers say that they wanted to wait a little longer to see if it would show up, which typically is ideal and what we would ask them to do anyway, but then if they wait too long they might not be able to file a claim at all. **What problems is Route solving and how is that benefiting you?** It takes a lot of work off our customer service team that we can just direct them elsewhere when they are upset about a package being lost. They an also provide actual solutions for them and place reorders without having to tie us down with details. **Official Response from Customer Success:** > Hello there, Thanks for taking the time to write a review. We are happy to hear you have had a good experience using Route. We appreciate the feedback and I have passed along the suggestions. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Best, Bianca, customer service ### 43. Easy to install, and responsive communication **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Wine and Spirits | Small-Business (50 or fewer emp.) **Reviewed Date:** December 11, 2021 **What do you like best about Route?** The app is easy to install and an instant setup for merchants. It offers a supplemental experience for the customer to have peace of mind and ease tracking their shipments. **What do you dislike about Route?** Route's insurance protection is limited to the shipment's merchandise value only, meaning taxes and shipping costs are still lost when we have to make a claim. Also, I would appreciate the ability to add insurance after an order has been placed in our store. For example, if we convince a customer to add the insurance onto the order, we must create a new order and cancel the previous one, which jumbles the paperwork. **What problems is Route solving and how is that benefiting you?** Overall, it does add peace of mind to shipments that, in the worst case, we can offer a replacement or reimbursement to the customer and minimize our losses. As a small family business, we operate on tight margins, and Route keeps the margin from collapsing on online orders. **Official Response from Customer Success:** > Hi there, Thanks for the kind words! We are happy it was an easy process to set up Route. We do appreciate the feedback regarding adding on Route later. If you come across any questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a wonderful day, 
Bianca, Customer Service ### 44. Takes a lot of stress off business owner **Rating:** 5.0/5.0 stars **Reviewed by:** Whitney G. | Multiline Representive, Small-Business (50 or fewer emp.) **Reviewed Date:** December 10, 2021 **What do you like best about Route?** Takes a lot of stress off business owner. Have used her out for about a year and even though sometimes it can take a bit longer than you would like to get resolution for issues it doesn’t make a great place for issues that happen during mailing to get taken care of where all of the problems do not fall on a small business owner. As you know even a few small issues can cause a lot of financial trouble when you are a small business. When you’re mailing items that are a priority it is rare that you ever get any luck from the Postal Service and if you use first class there’s absolutely no help. So route is a great alternative to take some of the stress off **What do you dislike about Route?** Sometimes when there is an issue it takes a bit long to get resolution when a customer is quite pushy **What problems is Route solving and how is that benefiting you?** I have a place to refer customers to when there are issues and it doesn't come out of my pocket **Official Response from Customer Success:** > Hi there, Thank you for taking the time to write this kind review. We're happy to hear you have a good experience using Route! Route prides itself on offering peace of mind for merchants and their customers through our package protection and world-class customer service! We take all feedback seriously and appreciate the observation. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Thanks, Bianca, Customer Service ### 45. Route > Dealing With Carriers **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Small-Business (50 or fewer emp.) **Reviewed Date:** December 09, 2021 **What do you like best about Route?** The absolute best thing is not having to deal with carrier claims anymore, which are a massive time suck and will basically ghost me to avoid paying out for their errors. This means our team no longer has to deal with carriers, and it's all in Route's court. We do roughly 2,000 - 3,000 orders a month on a $350 - $400 AOV, so we're doing fairly significant volume on a fragile product. Second best part is my customer service rep is insanely responsive, and I pretty much sent / send a battery of questions his way regularly. **What do you dislike about Route?** It can be a major pain in the butt to implement with specific 3PL services. Because the SKU is static and not unique, it threw our 3PL for a gigantic loop, requiring them to change their backend to allow for identical SKUs to be used by multiple customers in their system. That's the only downside to be honest. **What problems is Route solving and how is that benefiting you?** Save time and save money. If a package is lost with a carrier, we usually lose money, but with Route, we're making it all back. The time to solve a customer issue is a lot better. We don't have a large margins, so we need to run our business efficiently, and this is a big money and time-saving area. **Official Response from Customer Success:** > Hello, Thank you for writing this wonderful review! Route prides itself on offering world-class customer service! We appreciate the feedback and we will happily pass this feedback along. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Enjoy your day, Bianca, Customer Service ### 46. Great customer experience! **Rating:** 5.0/5.0 stars **Reviewed by:** Laura F. | Head of Marketing, Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2021 **What do you like best about Route?** ease of use when filing a claim for customers or having customers file their own claim. Much easier than dealing with shipping carriers when a package is lost or damaged. **What do you dislike about Route?** needing a police report for lost orders over $100 is somewhat difficult to convince customers to do, i wish there was another way to verify and move forward with the replacement process for larger orders. **Recommendations to others considering Route:** allow stores to make adding route mandatory **What problems is Route solving and how is that benefiting you?** huge benefits for our customers and for providing fast and helpful customer service. we save time and provide a better customer service when customers add route to their order. **Official Response from Customer Success:** > Hello, Thanks for your kinds words. We're happy to hear you have a good experience using Route! We appreciate your feedback regarding police reports and I am happy to pass that information along. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a great day, Bianca, Customer Service ### 47. Route has been an outstanding value-add to our eCommerce customers **Rating:** 5.0/5.0 stars **Reviewed by:** Chuck B. | Founder | Head Coach, Small-Business (50 or fewer emp.) **Reviewed Date:** February 08, 2021 **What do you like best about Route?** Outstanding shipment protection offering at a reasonable cost to our customers. Their loss/damage claims approval rate is multiples of other carriers (UPS, Fedex, etc). Claims process is super easy. **What do you dislike about Route?** Nothing to dislike. Installation was very easy. **What problems is Route solving and how is that benefiting you?** The higher cost we incurred of other shipping insurance. Giving the customer the option to insure (or not) has been wonderful. Claims submission and processing has been super fast. **Official Response from Customer Success:** > Hello Chuck, Thanks for taking the time to write this review! We are thrilled to hear your installation was an easy experience for you. We are always here if you have any questions! You can reach us at https://routeapphelp.zendesk.com/hc/en-us. Thank you, Bianca, customer service ### 48. Great App **Rating:** 4.5/5.0 stars **Reviewed by:** Kasey B. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** December 09, 2021 **What do you like best about Route?** It is so helpful having an app that integrates with shopify so easily. This makes everything run so smoothly. It is great being able to communicate with the Route team directly as well. **What do you dislike about Route?** I wish there were better options for Merchant Insurance. There have been times when we needed insurance on non consumer shipments and we weren't able to do so easily. **What problems is Route solving and how is that benefiting you?** Not only does Route deal with our customers who are having trouble with missing or problems shipping directly, but it also saves us time and money with little to no additional work. **Official Response from Customer Success:** > Hello, Thank you for writing this wonderful review! We are thrilled to hear it was an easy onboarding experience. We appreciate the suggestion and I can definitely pass that along. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Enjoy your day, Bianca, Customer Service ### 49. Wish we would've found it sooner! **Rating:** 4.5/5.0 stars **Reviewed by:** Kathryn W. | IT, Small-Business (50 or fewer emp.) **Reviewed Date:** December 14, 2021 **What do you like best about Route?** The best thing about Route is that it increases our customer's confidence in purchasing our products. Some of our items are higher ticket items, and with porch pirates roaming around, especially during the holidays, Route gives our customers security that they will receive their order. **What do you dislike about Route?** We have yet to find a downside to having the Route integration on our website. **What problems is Route solving and how is that benefiting you?** We are saving money by not having to reship items to our customers. Route protection helps the customers resolve their issues with time or money spent on our side. **Official Response from Customer Success:** > Hello there, Thanks for writing this kind review! We're happy using Route has been a good experience. We pride ourselves on taking care of our merchants and their customer. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Best, Bianca, customer service ### 50. Saves us time and money - but since time IS money, we save money and more money! :) **Rating:** 4.5/5.0 stars **Reviewed by:** Kameron R. | Director of Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2021 **What do you like best about Route?** Route offers our customers protection for events that don't make sense for us to cover, like misdeliveries and thefts. Allowing customers to choose Route coverage allows us to focus on the things we can control, instead of the things we can't. **What do you dislike about Route?** The administrative console is sometimes finicky and finding case information is not always as easy as we'd like for it to be. **What problems is Route solving and how is that benefiting you?** We decided not to allow any coverage, other than Route, for orders on our site. In other words, if the shipment is lost, damaged or stolen and you purchased Route protection - you're mostly going to be okay; however, if not, we don't generally cover those events. This has reduced our customer service turnaround times, improved the replacement process for our fulfillment team and protected us from claims that we can't turn around and file with the carrier. **Official Response from Customer Success:** > Hello Kameron, Thanks for taking the time to write a review since we know time is money. We're thrilled to hear you have had a good experience using Route. If you ever have any questions in the future, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Enjoy your day, Bianca, Customer Service ## Route Discussions - [Can't anyone just insure customers on their own?](https://www.g2.com/discussions/can-t-anyone-just-make-an-insurance-product-for-their-customers) - 2 comments, 1 upvote - [Which carriers will work with Route?](https://www.g2.com/discussions/which-carriers-will-work-with-route) - 2 comments, 1 upvote - [Can I test Route to make sure it works with my online store?](https://www.g2.com/discussions/can-i-test-route-to-make-sure-it-works-with-my-online-store) - 2 comments, 1 upvote - [How much does Route cost?](https://www.g2.com/discussions/how-much-does-route-cost) - 2 comments, 1 upvote - [Is Route a licensed insurance company?](https://www.g2.com/discussions/is-route-a-licensed-insurance-company) - 2 comments, 1 upvote - [View Route pricing details and edition comparison](https://www.g2.com/products/route-2023-05-09/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-25+02%3A40%3A34+-0500&secure%5Bsession_id%5D=ffd4f2dc-d0b7-4571-adcb-2201d39f4a13&secure%5Btoken%5D=08fe1e5ffb1ae715e07b4179debdeef73fc24c7cff6cbb597ed21f255b4e71ab&format=llm_user) ## Route Features **Shipping Insurance** - Claim Tracking - Shipment Tracking Integrations - Reporting & Analytics - B2C E-Commerce Tracking - Claim Filing **Agentic AI - E-Commerce Tools** - Cross-system Integration - Adaptive Learning - Natural Language Interaction ## Top Route Alternatives - [AfterShip](https://www.g2.com/products/aftership/reviews) - 4.7/5.0 (308 reviews) - [Elfsight](https://www.g2.com/products/elfsight/reviews) - 4.8/5.0 (882 reviews) - [Tidio](https://www.g2.com/products/tidio/reviews) - 4.6/5.0 (1,842 reviews)