When you or your customers file a claim through Route, you can stay up-to-date throughout the issue resolution process in the Claims tab in the Merchant Portal. Below are the status updates you may see on the claims, and some guidance about what each of them means.

Color Codes: 

Orange: Claim is currently in process
Blue: Claim is approved and resolved
Purple: Claim is closed and unresolved

Pending Review: The claim has been filed ahead of our accepted time frames. Our team will review the claim once it is eligible. Please note: This status only applies to claims filed by brands on behalf of their customers.

In Review: We are actively reviewing the claim, and will provide an update as soon as our review is complete.

Inactive - Pending Info: Route is waiting for information provided by the customer before an approval can be made. Alternatively, this claim was filed too early, and must wait before being reviewed for approval by Route’s team. Or, any of the following:

• • A lost package had a new tracking update post-filing
  • The lost order arrived after filing, or is available for pickup
  • The package is on its way back to the sender (tracking shows "return to sender")
  • The order has yet to be fulfilled and shipped, so is ineligible for a claim 

In Review: Our team is hard at work reviewing the details of your claim. Route may be awaiting additional or confirmatory information from the customer prior to the claim being approved.

Merchant Replaced: The claim has been resolved with a reorder through your store to the customer. You will receive a reimbursement. 

Route Replaced: The claim has been resolved via a reorder placed by Route to the customer, and no reimbursement is required for this claim.

Merchant Refunded: The claim has been resolved with a refund through your store to the customer. You will receive a reimbursement. 

Route Refunded: The claim has been resolved via a refund placed by Route to the customer, and no reimbursement is required for this claim.

Approved: The claim has been approved for a refund, reorder, or other resolution type, and will soon be resolved for the customer by Route’s team.

Not Approved: The claim was denied because it doesn't fall under Route’s Shipping Protection Policies or within our deadlines for submitting claims, including:

• • Claim filed outside of policy time frames
  • Manufacturing defect
  • Cancelled order or shipment
  • Order held in customs
  • Incorrect address provided by customer on the original order
  • Invalid police report if one was requested by our team
  • Demonstrable fraud detected during the assessment of the claim