You will find seven tabs on the left side of the Merchant portal that will help you manage different aspects of your Route product suite.
The first tab you will see is your Dashboard. The Dashboard tab gives you a quick snapshot of your account activity across three key areas: Protect, Track, and Engage. Each section provides metrics that help you understand performance, customer experience, and the value Route is driving for your business.
Why It Matters
Your Dashboard provides a central view of how Route is protecting your revenue, tracking your shipments, and engaging your customers. These metrics help you measure success, spot trends, and identify areas to improve customer experience.
Note: Only Admin or Full User roles will have access to this tab. You can learn more about the different types of users here.
Learn More About Each Display
The Protect section highlights claim activity and revenue protection. Here you can find:
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Claims Resolved – Total number of claims resolved within your selected date range.
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Claims Approved – Claims approved for refund, reorder, or reimbursement.
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Saved Revenue – Monetary value of Route replacements, refunds, and payments.
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Orders With Shipping Protection – Number of customer-funded protected orders.
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Percent of Orders With Protection – Percentage of protected orders out of all orders.
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Total Revenue Protected – Total monetary value of protected orders.
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Average Time to First Response – Average time for Route support to reply to claims.
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Reviews Written – Total reviews from your customers.
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Customer Satisfaction (CSAT) Score – Average customer satisfaction score on claims.
The Track section shows shipment and tracking engagement metrics:
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Track Emails Sent – Number of tracking emails sent.
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Track Emails Opened – Number of tracking emails opened.
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Track Emails Clicked – Number of times customers clicked “Track My Order.”
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Total Shipments – Total shipments within your selected date range.
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Shipments With Valid Tracking Data – Shipments containing valid tracking info.
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Shipments Delivered Successfully – Shipments marked as “Delivered” by the carrier.
The Engage section focuses on product recommendations and related revenue:
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Product Recommendations Viewed – Number of recommended products viewed by customers.
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Orders From Recommended Products – Total orders resulting from recommendations.
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Attributed Merchant Revenue – Revenue from orders generated by product recommendations.