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Your at-a-glance summary of what's happening with this app
Ship these this sprint. Ranked by real merchant demand.
Merchants describe spending significant time dealing with missing, broken, stolen, or undelivered packages and filing claims on behalf of customers, which Route helps automate.
Merchants mention repeatedly handling customer support conversations around shipping issues and claims, and wanting that work reduced or automated.
The merchant says they used to spend hours filing claims by hand and now rely on Route to handle customer-friendly claim requests and faster resolution instead of doing it themselves.
The merchant wants a dashboard view that shows billing by month instead of only receiving weekly billing notifications.
The merchant wants customers to be able to choose between a refund and a replacement instead of being limited to only one option in some cases.
Churn signals ranked by severity
They proceeded to reach out and refuse to add Route to our store again until we reach 1000 shipped orders a month on a normal basis. Apparently they implemented this in early 2026, cutting off any and all businesses below this number. Go elsewhere.
we have decided we will be taking our business elsewhere
We highly recommend against this app. We have had no access to the features to file claims, our customers were unable to file claims on their own
I uninstalled yesterday, but apparently it takes a couple days and my aov is suffering.
we ended up uninstalling the application and had to dispute the overcharges
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.
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!!
Save your customers money and avoid this app
TERRIBLE Company-uninstalled Route after 4 months.
Now we are leaving and I already am getting something else set up. BYE!!!!!!!!!!!!
Do yourself a favor and find another solution.
So I canceled them and went with Redo sure enough they came back and said they would fix the mistake ... and NEVER did.
Removing from our Shopify page after a year of use and zero customers actually being helped by it.
Run away! This company takes your money and doesn’t refund it.
We're having to manually fulfil orders with ROUTE everyday. It's ridiculous. We'll be switching!
Complete BS and we are dropping route immediately.
Ultimately unhelpful, I uninstalled the app and suggest exploring alternatives.
we had to deinstall. It was spamming customers with notifications - sending them 3 emails for a single order
I was sad to leave an App I once loved so much. But if it isn't servicing your business, as a business owner, you have to move on. I have found a much better solution in another app.
I had to uninstall this app. It feels scammy.
I have had a canceled credit card for over 400 days and this company CONTINUES to try to charge the account and bill me when I have told this company MULTIPLE times to remove me from their services and stop billing me
Route is a hassle, since we switched to another company after Route increased their prices none of our customers are able to file claims.
We are currently self insuring our packaging, we are very happy and immediately send a replacement in case of a loss or damage and we are in control of our customers happiness.
We have since found an honest and efficient company who offers far better and honest service and actually reimburses your money in a timely manner or reimburses direct to the customer.
I recently switched to Navidium Shipping Protection, which gives me 100% control over the claims approval process... Don't download this app. Get Navidium instead.
We will be going back to our old insurance app.
Now we're already removing the app (which all our customers have now seen) from our store just a month after launching.
our checkout started crashing on mobile, this continued to happen and our abandoned cart rate skyrocketed
It was great when they started, but it quickly became a scam. Route provides an inferior service than we provide our customers. Ultimately, they've been making money off our website and offering a poor insurance solution to our customers.
I have been trying to add this app for hours and now I finally said forget it. It shouldn't be this difficult to add something to your site. Even watching up to 6 videos I still did not get it so I uninstalled.
route only replaced 5 packages for us in the last 6 months, our out of pocket for replacements is still astronomical because route doesn't approve MOST claims. their app has been removed from the google play store and we have received constant customer complaints about their lack of service. this company is a scam and shouldn't be on the app store
I cancelled them on my shop because they have changed a lot of their policies including that if a package is marked as stolen customers may have to file a report with the police.
we are de-activating
Our relationship with Route was over before it began - a relentless and extremely presumptuous (borderline rude, to be honest) sales and onboarding strategy reflect poorly on your brand.
today I deleted the app. Guess 10k a year isn't important enough for them to answer their emails.
If you care about your customers' experience like we do, you would stay away from this service.
Very disappointed with Route. ... I am really disappointed in Route and we've disabled it in our cart.
the company's handling of it—caused us to deactivate the app
After a few customer complaints about this, we had to disable the app.
I am pulling this app out of my store.
Horrible company as soon as they have to cover more than 2 orders they decided they " have to terminate services'. 100 order and 2 needed to be paid out and they end the service with us. I say go with another company for your website
Route was offboarding us immediately due to profitability concerns. While they honored coverage for existing customers, there was no notice or transition period.
I would not recommend this app to other shops - consider some competitors.
It is just disappointing to be lead on whilst you could have moved on to another solution.
I hope someone with time makes their own shipping insurance company as its a great idea if you have the backbone behind it to support it.
Loved it at first, but I do not like the new way they handle claims and refunds... Looking for alternatives.
consider another service as they dont follow through on their marketing claims.
They raised rates on us and don't cover the order AFTER the order was placed and BEFORE it was processed.
Customer service is impossible! It used to be good, but now you can't get anywhere.
This app is horrible now... I’ve gone back-and-forth for weeks now trying to get them to add it back...
If you're a merchant looking for a partner who values clear communication and mutual respect, I strongly urge you to think twice.
I do not recommend this application for the Shopify store, no competent customer service, no contact with technical support, the application does not work, they charge fees, but they are unable to provide service.
This insurance app is NOT recommended. Instead from an in-house insurance app to use on your store.
Save your money and use shipping insurance through Shopify. At least for our store I found there's little value that Route provides, especially for the pricing.
My review still hands - increased it 2 stars but the response for my ticket took over a week which is ridiculous and not acceptable.
I’ve been on a chat waiting for a agent from Route for an hour and 15 minutes so far! Definitely the worst “customer service/help”. I could get someone on the IRS or is Social Security office faster...
Very very disappointed with the service from Route. They increased our prices and broke our check out cart - on chat will raise the issue and the agent then just disconnected the chat without any information or follow up via email
We used the app for several years but support stopped responding to me when I asked with help uninstalling The app has been glitchy in our cart for several months and support always told me it was working as expected I wouldn't recommend this app to anyone
I'm not sure it's worth the money with the issues you get.
My experience with Route was the worst I've had with any Shopify app.
It has been 2 months and still have yet to get someone to answer my question.
Does not uninstall and still on my store. STAW AWAY. can some one help take this app off my store?!
I have been trying to install and get this app working on my store for last 1 week. Extremely difficult to get hold of customer support. Only have an email option. Email responses are slow.
Are you guys still functioning? I have not gotten any response in 2 weeks. I am also looking at my dashboard and we have issues from December that have not been taking care of.
I can not say that I recommend this service.
Their customer service is horrible. They approved a claim, but are dragging their feet when it comes to payment. Ongoing for 3 weeks now.
No benefit gained with this product installed.
Unless you are asking your customer to opt in, don't bother.
Team is ok to sub par at responding in timely manner. Wish it had more settings like add insurance to suspect customers in post or require insurance for international customers. Hopefully they will improve.
There's no support whatsoever. Wrote them several times and received no response.
PLEASE do not use this app in your store. Your customers will be completely angry and you will end up paying for the lost order yourself.
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