Support » Plugin: Route ‑ Shipping Protection » Great concept but needs more work

  • We’ve had Route for about 10 months now. Conceptually, we love the idea of insuring our orders and the peace of mind it brings customers. In practice though, we’ve had a lot of compatibility issues with Woocommerce and only recently have worked through some of the technical issues with their team. We had problems with order tracking, particularly with our international orders. Route wasn’t able to match the tracking number with the carrier. Eventually, they worked it through.
    Their insurance policies are also extremely rigid and if customers don’t file a claim within a very tight window, especially for a theft issue, claims will be denied which equals Unhappy Customers.
    They are nice people at Route but seemingly slow to react and take action. Additionally, our customers don’t really like having to download the app to track their package.
    Nevertheless, we’ll stick with them for now and hope that future iterations of the app improve the overall experience.

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  • Plugin Author Route

    (@routedev)

    Hi there,

    Thanks so much for your review and for the helpful feedback! We’re excited that Route is up and running successfully for you despite some of the initial setup challenges with Woocommerce & international package tracking. We’re constantly working to improve both the app and our platform integrations to make this a seamless experience.

    We do adhere to the following package protection policies: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies, and approve the vast majority of all issues. In the case that Route’s policies are too restrictive, we will soon release the ability for merchants like yourself to set their own policy limits and cover the difference on claims that fall outside of our policy. In the meantime, we’re happy to work with merchants on an individual basis to find a solution that works.

    Should you run into any future questions or concerns, feel free to reach out to merchantsupport@route.com. I’ve notified our team of your feedback, so they’ll be on the lookout for any communications from you!

    All the best,

    Jordan, Customer Service

Viewing 1 replies (of 1 total)
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