While we make it very easy for customers to file claims from anywhere at any time, circumstances may occur wherein you decide to step in for your customer and file a claim on their behalf. Follow the instructions below to file a claim through the Route Merchant Portal.

To file a claim for your customer

1. 1. 1. Log in to the Merchant Portal 
      2. From the menu on the left, click the Orders tab 
      3. Clear date range or adjust it to reflect the correct time frame 
      4. Search the order via Order Number, Tracking Number, Customer Email, or Customer Name (first, last, or full)
      5. Click the order to open Order Details
      6. Click Report an Issue  
      7. A new tab will open the Claims form 
      8. (Optional) If fields are not auto-populated, fill in the Email and Order Number > click Next
      9. Complete the steps in the flow, and provide additional information in the description field in the form, such as a tracking number if lost or photos if the item is damaged
      10. Certify the claim
      11. Click Submit Claim

You can track the status of the claim in the Claims tab in the Merchant Portal.

Please note: To file a claim for your customer, you must click “Report an Issue.” The option to “Request reimbursement” is only used when you need to request a reimbursement from Route for a refund or replacement order you placed to the customer directly.