Shipping protection. Now included in shipping methods.
Dec 2024
New Launch
Introducing Preferred Shipping—a simple, elegant solution that provides shipping protection directly within your shipping methods.
Offer your customers Route’s world class shipping protection and instant issue resolution in an intuitive place, so they can make all their shipping selections in one click. With a 97% customer satisfaction score and $15B of merchandise protected, Route has you—and your customers—covered.
Learn more →
Maintain share of wallet with refunds via gift card.
Sep 2024
Feature Update
Store Gift Cards are now available as a refund method with Route. This is an additional way to keep customers engaged in your brand ecosystem and maintain share of wallet in the event that their original order was lost, stolen, or damaged in transit.
When a customer files a claim on a lost, stolen, or damaged package, they can now select ‘Refund to Gift Card’ as their resolution preference. Once their claim is approved, they’ll receive your store gift card instantly via email.
Offset restocking fees with Returns Coverage.
Sep 2024
New Launch
Returns just got better.
With Route’s all new Returns Coverage feature, merchants can meet customer demand for easy and inexpensive returns, without sacrificing their bottom line.
With the purchase of Return & Shipping Protection, customers get the ultimate peace of mind. Whether their order is lost, stolen, or damaged in transit – or it arrives safely, but isn’t what they were hoping for – Route delivers a seamless refund, reorder, or return-routing process.
Route seamlessly connects with Loop to ensure returns are routed smoothly.
AIR. Now available for API brands.
Jun 2024
Feature Update
Automated Issue Resolution makes refunds and reorders happen in the blink of an eye.
And it’s now available for brands connected to Route via API.
Resolving shipping issues quickly has always been central to our mission, because the faster customers receive a resolution, the more satisfied they are with their experience.
Now, brands on custom-built ecommerce platforms can ensure their customers receive instantaneous resolutions (like reorders or refunds to their original payment methods) with AIR.
Learn more in this Help Center Article.
Personalized onboarding, in-app.
Jun 2024
New Launch
First-time logins to the Route app just got better.
We’ve just released Personalized In-App Onboarding, sharing shoppers’ order details before they create an account and pre-populating their email information.
With the new flow, we greet each shopper with their order information and email address the moment they open the app for the first time. This keeps their order at the heart of their in-app package tracking experience and gives additional visibility to the brand they just purchased from.
Elevating brands throughout the post-purchase experience is part of what Route does best. This latest release ensures that shoppers keep brands top of mind from checkout, to login, to delivery. And beyond.
Claim details. Now available at a glance.
May 2024
New Launch
Details when you want them. A snapshot when you don’t. An all-new, all-in-one view of claims gives you instant insight into resolution statuses, dollars paid, and more. And if you want to know more? Just drill in.
Smart filters easily filter to the information that’s most important in the moment - whether you want to see all damaged items from the last month, or arrange your claims by reimbursement dollars. Create custom views of claim data sets.
Plus, easily capture claims data for all-time or a specific time period with downloads at the click of a button.
Want to learn more about claims, and why speed to resolution matters? Read more in our latest blog.
File faster with Route’s Zendesk integration.
Mar 2024
New Launch
The Route team is excited to announce a new integration with Zendesk.
With this integration, customer support teams can see and file claims for lost, damaged, or stolen orders on behalf of their shoppers from within Zendesk - saving them valuable time and energy.
Must have an active Zendesk subscription to use. Download the Route app on the Zendesk app marketplace.
Extended claims window for increased convenience.
Mar 2024
Feature Update
We have extended the window for filing claims from 15 days to 30 days. This change is designed with convenience in mind, giving your customers additional flexibility, and your team more time to ensure claims are processed efficiently.
Now, your customers can file claims for a lost, stolen, or damaged package up to 30 days after the carrier has marked it as delivered.
More flexibility for your customers, more dollars saved for your business. We’d call that a win-win.
Route now available on Salesforce Commerce Cloud.
Mar 2024
New Launch
Route is pleased to announce that its industry-pioneering Package Protection and Tracking products are available to brands on the Salesforce Commerce Cloud platform via an all-new cartridge.
This cartridge allows brands on the Salesforce Commerce Cloud platform to give customers peace of mind at checkout with shipping insurance that protects against loss, theft, or damage - and empowers them to self-resolve shipping issues in seconds.
Seamless signed-in tracking and issue resolution with Status.
Feb 2024
New Launch
Introducing our latest integration with Status – the signed-in shopping platform. Integrate Route & Status to create a seamless post-purchase experience, capture signed-in shoppers, and reduce support tickets.
Available now for customers using Track and Protect. Learn more.
Faster customer refunds with Venmo and Mastercard.
Feb 2024
Feature Update
When customers encounter shipping issues, resolution speed can be a key component of how the overall experience feels. But how do you improve a process that’s already done in a matter of clicks or taps? Skip the processing time.
Now, when customers file a claim with Route for a lost, stolen, or damaged package, they can choose to receive their refund via Venmo or a Prepaid Mastercard. It’s one more tool Route uses to turn a negative into a positive.
Route protection for Recharge subscriptions.
Feb 2024
New Launch
Customers subscribe to the things they can’t live without—coffee, fizzy water, dog-friendly peanut butter. Essentials. We’ve teamed up with Recharge to ensure the things your customers need regularly are protected from the warehouse to their house.
Add Route protection to your Recharge subscriptions today by going to the Integrations tab in your Merchant Portal. An active Recharge account is required.
Hassle-free claims update for your customers.
Jan 2024
Feature Update
When customers file claims for orders that haven’t shipped or are missing tracking numbers, it can lead to a frustrating back and forth where the ultimate solution is: wait.
To skip the hassle, we’ll let customers know why an order isn’t eligible for a claim. And if the problem is a missing tracking number, they’ll have the option to add it and receive automatic status updates.
Status inquiries answered before they’re submitted—more time, fewer headaches.
Route now available on Shopify Checkout Extensibility.
Dec 2023
Feature Update
Route is pleased to announce that its industry-pioneering Package Protection app is now available to Shopify Plus merchants on Checkout Extensibility. Adding the widget in Extensibility is fast and simple with our installation guide.
Brand new branded web tracking builds connections.
Nov 2023
New Launch
Merchants now have the power to customize the branding of their Route web tracking page. Add your logo and a custom header image to give shoppers a clean, cohesive buying experience and enhance their connection with your brand. Plus, personalized product recommendations and branded links provide shoppers with new avenues back to your site.
Track your contribution to carbon neutralization.
Nov 2023
Feature Update
Carbon Insights are now live in the Merchant Portal—see how many of your orders have offset their carbon footprint and how many tonnes of carbon you’ve helped neutralize.
All-new fulfillment delay notifications for customers.
Oct 2023
New Launch
Do you experience delays between processing and shipping orders? With Route’s new Fulfillment Delay Notification, you can give customers an extra heads up that their package will take a few more days to ship.
This notification can be manually configured based on the number of hours or days that have passed after the order confirmation event, allowing you to provide increased transparency and peace of mind during the order fulfillment process.
New global carbon offset projects added to Route.
Oct 2023
Feature Update
By 2030, online shopping deliveries will generate 25M tonnes of CO2 annually. Frankly, we need do better. And that’s why we’ve made every single package protected by Route 100% carbon neutral.
In another step toward our goal of making online shopping 100% carbon neutral, Route's Carbon Neutral shipping is now sourcing carbon offsets from projects across the globe. Learn more about Route's expanding portfolio of reforestation, afforestation, and restoration projects.
Expanded product recommendations on the Route app.
Oct 2023
New Launch
Brands can now reach customers with their products in more places on the Route app, creating additional revenue opportunities. The new recommendation touchpoints are on some of the most visited real estate in the Route app—which means more eyes, more clicks, and more purchases.
Engage for BigCommerce brands.
Oct 2023
New Launch
One of the most sophisticated and effective AI-powered product recommendation tools, Route’s Engage, is now available to brands using BigCommerce.
Since its launch in 2022, Engage’s product recommendations have generated over $1M in incremental revenue for brands and lifted their average revenue per sale by 5%.
Ok, but how? We’re glad you asked. Customers typically engage with Route 8-10 times per order—and each time they come back to track their order your products appear as recommendations.
New Route widget, same great protection.
Feb 2023
Feature Update
Do people still say glow-up? We don’t know. But our widget had one. The refreshed look not only better reflects the Route brand, but the updated toggle boosts accessibility, which we love.
Additionally, Shopify merchants will notice a change to their customers’ cart view. To provide a clearer UI, Route will no longer appear as a line item in the cart. The Route Package Protection widget will still display wherever merchants have placed it.