--- title: Route Reviews meta_title: 'Route Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 114 reviews by the users' company size, role or industry to find out how Route works for a business like yours. aggregate_rating: rating_value: 4.5 review_count: 114 scale: '5' date_modified: '2026-08-07' parent_category: name: Inventory Management url: https://www.g2.com/categories/inventory-management --- # 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 it easy for businesses to enhance package delivery confidence. (1 reviews) - Users appreciate the **excellent customer support** from Route, boosting confidence in their delivery experience. (1 reviews) - Users value the **easy integrations** of Route, especially its seamless compatibility with Shopify for enhanced customer confidence. (1 reviews) - Users value the **time-saving benefits** of Route, significantly reducing headaches and costs in their operations. (1 reviews) **What users dislike:** - Users face **poor support** from Route, highlighted by a frustrating AI chatbot and abrupt service termination. (2 reviews) - Users report **communication issues** with Route, especially regarding abrupt partnership termination and lack of notice affecting customer trust. (1 reviews) - Users often face **email issues** with Route, particularly when unexpected changes disrupt customer communication and trust. (1 reviews) - Users find **integration issues** with Route challenging, as it isn't a built-in Shopify feature. (1 reviews) - Users express frustration over **sudden plan cancellations** by Route, leading to disruption and loss of customer trust. (1 reviews) - Widget Issues (1 reviews) ## Route Reviews ### 1. Effortless way to recoup shipping fees for lost items **Rating:** 5.0/5.0 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?** I love how easy it is for our company to provide Route coverage and receive compensation for lost items claims. It's essentially automated and our customers love the protection. **What do you dislike about Route?** I would love to cover every single shipment, but the cost is not really worth it. Would love a hybrid model that allows us to protect shipments that customers do not opt into themselves. **Recommendations to others considering Route:** You should 100% offer it to your customers. No Risk. **What problems is Route solving and how is that benefiting you?** We were never filing for lost item compensation with USPS. It was too time-consuming of a process, but Route has made that effortless. **Official Response from Customer Success:** > Hello there, Thanks for taking the time to write this review and providing feedback. We're happy you have had 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 ### 2. I paid for this insurance, my print arrived bent and they would not cover. **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Arts and Crafts | Small-Business (50 or fewer emp.) **Reviewed Date:** October 27, 2021 **What do you like best about Route?** Nothing nd hey did not fulfill promises. **What do you dislike about Route?** My print arrived bent and damaged at the top right corner, after multiple emails with this company sending them pictures of the damage they tell me that they can't cover a replacement. Way more trouble than it was worth. **What problems is Route solving and how is that benefiting you?** They did not solve my problemThey did not solve my problems **Official Response from Customer Success:** > Hello there, Thanks for taking the time to write a review. Thanks for bringing this to our attention. We are sorry there was any problem with your issue. If you would like further clarifications or a reassessment of any claim, please reach out to us at: https://help.route.com/hc/en-us and we’d be happy to assist. Thanks and enjoy to rest of your day, Bianca, customer service ### 3. Great concept, poor customer service **Rating:** 3.0/5.0 stars **Reviewed by:** Linda E. | Owner **Reviewed Date:** July 07, 2021 **What do you like best about Route?** They cover the cost of remaking garments when USPS mess up. **What do you dislike about Route?** You can't get hold of anyone!! And I have twice missed being able to be refunded because the person didn't know the package hadn't been delivered in order to know it was missing. We missed the deadline to report by 1 day. **What problems is Route solving and how is that benefiting you?** We have previously replaced items at our cost. So this helps a lot financially. **Official Response from Customer Success:** > Hello there, Thanks for taking the time to write a review. We are sorry to hear you have had a poor customer service experience. However, we must follow policy and that includes if it's out of timeframe. For more information on our policies, you can go here: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies We hope this information helps clarify your questions. However, if you would like further clarifications or a reassessment of any claim, please reach out to us at: https://help.route.com/hc/en-us and we’d be happy to assist. Have a wonderful day, Bianca, Customer Service ### 4. Wonderful **Rating:** 5.0/5.0 stars **Reviewed by:** Rene F. | Marketing Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** August 25, 2021 **What do you like best about Route?** Route has been super laid back but also helpful and non-invasive. Onboarding was great! No cost to our company! **What do you dislike about Route?** Nothing so far - it has been wonderful!! **What problems is Route solving and how is that benefiting you?** It's great to know where our packages' locations are. **Official Response from Customer Success:** > Hello Rene, Thanks for the kind words! We are thrilled to hear onboarding was a great experience. 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! Thanks, Bianca, customer service ### 5. Route is great! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Cosmetics | Small-Business (50 or fewer emp.) **Reviewed Date:** August 23, 2021 **What do you like best about Route?** Route is great. Adding the app onto our website has helped us out a lot. It makes it easier for our concierges to assist clients with their lost or stolen orders. Routes agents are on top of things and have fast respond times. They are very willing to work with you. **What do you dislike about Route?** Clients are not happy with having to file police reports for higher priced orders. **What problems is Route solving and how is that benefiting you?** We are solving the client's lost/damaged packages. **Official Response from Customer Success:** > Thank you for taking the time to write this 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! ### 6. A blessing for our Customers! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** August 26, 2021 **What do you like best about Route?** Route is the perfect way for our customers to keep track of their deliveries, and be notified of them! Including being able tosubmit claims in case of any mishaps during delivery! **What do you dislike about Route?** No complaints at all! It's totally a blessing in disguise. **What problems is Route solving and how is that benefiting you?** Route has helped my team by providing an alternative method for our customers to be able to submit claims for missing/damaged deliveries. It lessens our load by a TON! **Official Response from Customer Success:** > Hi there, Thanks for the kind words! We are happy we could be your blessing disguise. We take pride in giving world-class customer service. 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 ### 7. Great for D2C businesses **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2021 **What do you like best about Route?** Very straightforward, clear rules, and a smooth claim process. **What do you dislike about Route?** Retailers should get a weekly report (or alike) on the claim activity **What problems is Route solving and how is that benefiting you?** Lots of in-transit problems, lots of "lost" packages **Official Response from Customer Success:** > Hello, Thank you for taking the time to write a review. We're happy to hear you have had a smooth 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 ### 8. Did not honor claim for damaged package **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** May 31, 2021 **What do you like best about Route?** They initially gave me a sense of confidence that my package shipment (appliance, transatlantic) would be covered from damages **What do you dislike about Route?** When my washing machine arrived with a large dent and ugly scratch from damage during the shipping process, I submitted a claim (believing that my $12 insurance with Route would provide at least some partial compensation). The fine print, however, excludes any "cosmetic" damages, and therefore my claim was rejected. I'm unhappy with their service and don't think they should be allowed to sell this insurance on Techinn. **Recommendations to others considering Route:** Don't use this service. **What problems is Route solving and how is that benefiting you?** None solved. No benefits realized. **Official Response from Customer Success:** > Thank you for the feedback. We are sorry to hear your claim was denied. We only cover damage that renders the item unusable. You can go over our policy more at https://help.route.com/hc/en-us/articles/360020125274-What-type-of-damage-is-covered-. We’d be happy to clarify any of the above policies or procedures as needed. At Route, we pride ourselves on offering world-class customer service, and we’d like to take a closer look and help with any questions that come up while adding Route to your site. You can reach our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd love to help any way we can!  Thanks, and enjoy the rest of your day! ### 9. Route is the best! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Law Practice | Small-Business (50 or fewer emp.) **Reviewed Date:** May 01, 2021 **What do you like best about Route?** I order a lot for both personal use and my work. Route keeps track of everything in a single spot and notifies me when my items are near their destination! **What do you dislike about Route?** I have no complaints! Route is easy to use. **What problems is Route solving and how is that benefiting you?** I have not had any problems, the benefits are that I don't have to open different apps to see where my products are. Everything is in one place. **Official Response from Customer Success:** > Hello, Thank you for writing this wonderful 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! We feel very fortunate to partner with you as well. 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! ### 10. Must have app for my store. Great value add for my customers. **Rating:** 5.0/5.0 stars **Reviewed by:** Sawyer N. | Owner, Small-Business (50 or fewer emp.) **Reviewed Date:** August 28, 2020 **What do you like best about Route?** Super easy to use dashboard, lots of insights, and it has improved my conversion rate. I also like how clean it looks on my store. The implementation was quick, easy, and the customer support team has been wonderful. My sales rep was also really nice and answered all of my questions before signing up. **What do you dislike about Route?** Wish there was a bit more customization on how it looks on the store. But it's not a big deal. I wish I could do some co-branded logo placement on my store with Route. **Recommendations to others considering Route:** If you are a store that has product shipped to consumers, this app is a must have. I'd recommend it as it provides a ton of value and is free for merchants. The implementation was simple and quick. I'd also recommend getting familiar with the dashboard as it's a great way to see further insights. It's a tool that can help you see how many people are adding the shipping insurance to their orders. **What problems is Route solving and how is that benefiting you?** Helps my customers know that they'll be covered in the case that their package is lost, damaged, or stolen. Adds a lot of trust and a lot of confidence for my new customers who have never shopped my store before. It is also helping me on the backend with claims and customer service when a package has an error. ### 11. Exceptional Partner for Post-Purchase Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Martin E. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 15, 2020 **What do you like best about Route?** We opted for Route because we wanted an exceptional post-purchase experience for all of our customers. The co-branding opportunities with Route give every merchant an industry partner they can be proud of. From an implementation standpoint, the dev team was very accessible and willing to personalize the Route assets for our application. We are very happy to have installed this extension in our multisite eCommerce ecosystem. From day one, more than 85% of our customers have opted to insure their shipments with Route Protection. Route has quickly proven to be a tremendous value to the merchant AND the customer. **What do you dislike about Route?** While I understand Route reserves the right to adjust the price of the insurance coverage, I also know it is directly tied to the frequency and value of claims. Every insurance company in the world operates this way. Consequently, this forces me to regularly evaluate how my carriers and packaging affect my claims rate and ultimately my customer's UX. **Recommendations to others considering Route:** Route costs you nothing except for a moment of your time for installation. Route is an immediate value add for several reasons. First, all of your customers can get excellent package tracking. Second, Route increases customer confidence in your site. Third, most of your customers will choose to protect their purchases which means you no longer have to manage loss or stolen merchandise claims from the post-purchase segment of your customer's journey, from orders where coverage was paid. For us, that's currently 87% of our customers. That's huge! **What problems is Route solving and how is that benefiting you?** Different SaaS applications serve different purposes. Route is no different. They focus on the post-purchase segment of the customer journey. We spent a lot of time, energy, and resources building our eCommerce ecosystem and we wanted the entire customer journey to be stellar. With Route, our post-purchase experience is in line with all other segments. With Route, the customer can see we care about their UX even after we have received their money. This is very important to us. ### 12. Great way to insure your shipments **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** September 15, 2020 **What do you like best about Route?** I like that Route gives us the option to pay for the shipping insurance or pass it on to the customers **What do you dislike about Route?** The process for claims is not as short as I would like. **What problems is Route solving and how is that benefiting you?** We have issues with the carriers delivering our packages on time and when they don't the food spoils, so we lose a percentage of packages shipped. With Route, we are able to recover the cost of those packages even when the carrier blames it on COVID. ### 13. I don't know how we worked without this! **Rating:** 5.0/5.0 stars **Reviewed by:** Corrine B. | Business Development Executive, Luxury Goods & Jewelry, Small-Business (50 or fewer emp.) **Reviewed Date:** November 27, 2019 **What do you like best about Route?** Route provides shipping insurance as an added option for our customers at checkout, and if there is an issue, Route takes care of it directly and even inputs another order for the customer automatically for us to fulfill. **What do you dislike about Route?** So far we have no qualms with this service! The representatives have all been amazing, and the service itself has been a lifesaver as we move into the holidays in the online retail business. **Recommendations to others considering Route:** If you are looking for a simple and effective way to manage your orders and claims on shipping issues, Route is the way to go. We have searched for a company like this for a few years, and we couldn't be more pleased with the way everything has been handled with them - from the initial phone call introduction up to now when we have the service live in all of our multiple Shopify Plus stores. You won't regret the choice to go with them! **What problems is Route solving and how is that benefiting you?** Route Shipping Protection has helped us save time and money by offering shipping insurance to the customers directly and handling any shipping issues directly. The time this has saved us alone has been significant - allowing our employees to concentrate their time elsewhere. ### 14. Raised the prices they charged to our customers without telling us, poor morals. **Rating:** 0.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Small-Business (50 or fewer emp.) **Reviewed Date:** April 03, 2020 **What do you like best about Route?** The widget the place on your site, it works well. **What do you dislike about Route?** The way they treat our customers. Company is very disorganized internally. **Recommendations to others considering Route:** Don't use them **What problems is Route solving and how is that benefiting you?** Shipping protection. ## 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?page=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-09+02%3A29%3A50+-0500&secure%5Bsession_id%5D=ae3a0378-b1b3-4b93-92a7-e230309ba395&secure%5Btoken%5D=4019821a267be13440f546251a0237cc878a2ed699fbe8084d8c50254b1709ec&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 **Additional Functionality** - Ad hoc Reporting - Event Logs - Access Controls/Permissions - AI Copilot - Workflow Management - Debit/Credit Card Processing - Root Cause Analysis - Conditional Logic - Generative AI - Search/Filter - Response Management - Prioritization - Dispute Management - Custom Fraud Rules - Real-time Alerts - Evidence Management - Rate of Return Analysis - Case Management - API - Task Management - Transaction Monitoring - Activity Dashboard - Payment Tracking - Payment Fraud Prevention - Customizable Templates - Refund Management - Data Synchronization - Business Process Automation - Risk Scoring - Predictive Analytics - Chargeback Tracking - AML Compliance - Financial Transaction Approval - Third-Party Integrations - Source Tracking - AI/Machine Learning - Claims Tracking - Real-Time Reporting ## Top Route Alternatives - [AfterShip](https://www.g2.com/products/aftership/reviews) - 4.7/5.0 (309 reviews) - [Elfsight](https://www.g2.com/products/elfsight/reviews) - 4.8/5.0 (887 reviews) - [Tidio](https://www.g2.com/products/tidio/reviews) - 4.6/5.0 (1,894 reviews)