At Route, we are constantly evaluating ourselves and the market to ensure we’re offering the most competitive products and most premium experiences. As a result, we may adjust the cost your customers pay to add our shipping protection to their orders from time to time.

Please see below for answers to some common questions.

Why are my rates changing?
Route periodically adjusts its prices to reflect market demands and local factors relevant to your business, including industry trends, seasonality, and historical claims rates. These adjustments enable us to continue to provide shipping protection and the other services we offer, and to invest in additional features like Automated Instant Resolution (AIR), carbon offset initiatives, and Live Chat support.

How do I know if my rates are changing?
Route sends an email notice to the billing contact on file in the Merchant Portal any time we change the rates of our Shipping Protection fees. You may make changes to your billing contact at any time to ensure you are receiving these communications.

How do I know what my new rate is?
The email notice sent to your billing contact includes information about the new rates for your customers. 

Do I need to do anything on my end?
Nope! We take care of everything.

Will I have to pay more?
Offering Route shipping protection comes at no cost to you. And, it is always optional for your customers to purchase. 

Can I lower my rate?
Route’s shipping protection rates will fluctuate over time as we calibrate to both market demands and factors unique to your store, such as industry vertical, seasonality, and historical claims rates. Although many of these factors are beyond the control of both Route and your store, you may be able to lower your shipping protection fee rates by significantly decreasing your claims rate.

How do I decrease my claims rate?
Reducing the number of orders that are lost, stolen, and damaged can help you improve (lower) your claims rate. You may be able to decrease the number of claims by investing in the following best practices: 

• Ensure your products are packaged safely and securely against rough handling and all weather 
• Review your shipping carrier selection to optimize for the most reliable service and delivery 
• Packaging your items in a non-branded brown box to curb theft
• Require your customers to verify the shipping address before purchase
• Require that the order receipt sign for the package on all high-value shipments 
• Partner with Route and our Track product to send proactive tracking notifications that keep customers informed of their package’s whereabouts

How do I see the value Route is driving to my business?
The Dashboard tab in your Merchant Portal offers tons of insights to help you see how Route supports your business. Stats include the number of orders protected by Route, the amount of revenue you’ve saved on replacements and refunds, the average Customer Satisfaction (CSAT) Score your customers have given to Route, and much more. Note that the stats shown on default represent one month of data. Please adjust the date range to see information year-to-date, lifetime value, etc.

Our tools are designed to help businesses like yours grow. Our goal is to reduce the costs and time you spend on handling issues for your customers, allowing you to focus on the rest of your business. 

Who do I reach out to if I have any questions about my premium rate?
If you have a designated Customer Success Manager, please contact them directly. Otherwise, use the blue Support Chat button in the Help Center or Merchant Portal and someone from our team will reach out.