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Customer Marketing Kit

Our educational resources are designed to help you spread the word about our partnership with your customer base. Heightened customer awareness will lead to more protected purchases, a better delivery experience, and ultimately, increased brand loyalty.

The best way to use this resource is to locate the content dedicated to your coverage type. 

Unsure which coverage type you have? Here's a little guide to the different types we offer:
Protection Default ON (recommended): Route is automatically added to your customer's cart and they have the option to remove it if desired. We recommend this type of coverage to maximize peace of mind for you and all of your customers.
Protection Default OFF: Customers on your site manually select Route to add it to their cart at checkout
Full Coverage: Route is automatically added to customers' carts as a free service to them. It cannot be removed by the customer. 
*NEW* Hybrid Coverage: Hybrid coverage currently allows you to customize who pays for package protection based on a customer’s retail value. Learn more about hybrid coverage here. (Hybrid coverage-related content coming soon.)

Have questions about coverage?
Please reach out to your Customer Success Manager or click "Need Help?" in the bottom right corner of this page.

Website Content & Route Logos
Logos

Variations of the Route logos are listed below.

Logo 1

Logo 2

Logo 3

Looking for Green/Carbon Neutral Assets? We have an array of assets ready for download on the Route Dashboard, here. (You must have admin permissions for your merchant account to view these assets.)

We recommend adding Route information to:

    • Banners: Announce your partnership with Route to your customers using a banner on your website
    • FAQs: Include our Route FAQs (below) in your website FAQ page
    • Shipping Policy: Include Route information in your shipping policy
    • Contact Page: Add information about filing a claim with Route to your contact page to decrease Route related contact volume to your team
    • Footers: Include dedicated footer links to Route information for easy customer access
    • Confirmation & Shipping Emails: Include information about how to file with Route if needed
    • Item Listings: Include Route information in item listings like you might do with free shipping or third-party payment services

We've also included some examples of how a few of our amazing brand partners are using Route below.

Banner Copy Options:

  • We now offer Route Package Protection (Route Protect) to help cover the cost of lost, damaged, or stolen packages 
  • We’ve partnered with Route! | Purchase Route at checkout to protect your order from loss, damage, or theft
  • Exciting news! We’ve partnered with Route allowing you to visually track all your orders for FREE
  • We've partnered with Route to offer Green Shipping Protection at checkout to protect your order and the planet.

Shipping Policy Copy Option: 

We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.

Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.

If you experienced an issue with your order, please file a claim with Route’s team here.

Contact Page Copy Option: 

For Protection Default (ON / OFF) Coverage Plans:

Damaged, Lost, or Stolen Orders?

If you added Green Package Protection at checkout, please file a claim with the Route team here for quick assistance with “in-transit” related issues.

For Full Coverage Plans:

Damaged, Lost, or Stolen Orders?

We’ve partnered with Route to provide protection for “in-transit” related issues. Please file a claim with the Route team here for quick assistance with your order issue!

Order Confirmation & Shipping Emails:

For Protection Default (ON / OFF) Coverage Plans:

Order Confirmation Emails:

“If you added Route's Green Package Protection at checkout, you’ll receive a follow-up email with your Route ID. Be sure to hold onto this email in case you need to file a claim! Have questions about Route Shipping Protection? Visit our FAQ page here” 

Shipping Emails:

“Your order should arrive soon! If you experience any issues with your order while in transit and you added Green Package Protection at checkout, you can file a claim with Route’s customer service team for quick assistance with your order! Have questions? Learn more about Route here.”

For Full Coverage Plans:

Order Confirmation Emails:

“Your order is being covered by FREE Green Shipping Protection by Route. As a result, you’ll receive a follow-up email with your Route ID. Be sure to hold onto this email in case you need to file a claim! Have questions about Route Shipping Protection? Visit our FAQ page here” 

Shipping Emails:

“Your order should arrive soon! We’ve partnered with Route to protect you from any issues that may happen to your order while in transit. If you experience any issues with your order, you can file a claim with Route’s customer service team for quick assistance with your order! Have questions? Learn more about Route here.”

Item Listings

Another fantastic way to let your customers know about Route is to add information to your item listings similar to how you may add information about “Free Shipping” or third-party payment services. Options for showcasing partnership with Route could be:

  • Route Green Shipping Protection Available on All Orders
  • FREE Route Green Shipping Protection applied to your order at checkout

Real Examples from Real Merchants:
Looking for inspiration? We’ve included a few real examples from a few of our amazing brand partners below:

Examples of dedicated information pages for Route:
The Utah Jazz: https://jazzteamstore.com/route-app/
Right Stuf Anime: https://www.rightstufanime.com/route

Examples of Route within FAQ pages
Bohme: https://www.bohme.com/pages/returns-and-exchanges-frequently-asked-questions

 

Route Email Content

You can use the following email templates to announce your partnership with Route! (Additional templates for Route related support questions are included below)

Route Email Content for Protection Default (ON / OFF) Coverage Plans

Email Announcement 

Hi {NAME},

There’s an exciting new addition to {YOUR BRAND NAME}!

We introduced Route to our checkout and shipping process - now every order placed through our online store has the option to receive premium package protection and tracking services from Route. Adding Route's Green Package Protection to your order at the checkout means that your order is protected against loss, damage, or theft while in transit to you.

Route is also a platform that allows you to visually track all of your online orders in one place. Whether you’re tracking via the Route App or online, Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. 

We love our customers and are so excited to keep bringing you the best products on the market! 

Thanks, 

{YOUR BRAND NAME}  +  {INSERT ROUTE IMAGE} 

 

“What is Route” Email Insert 

{YOUR BRAND NAME} is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Green Package Protection at checkout, your order will be protected from loss, damage, or theft. In the unfortunate case that your order never arrives or is broken upon arrival, you can easily file a shipping issue with Route and receive a replacement or be refunded. We are excited to offer this service to you and we highly recommend you use Green Package Protection at checkout.

Route's Green Package Protection helps cover the following instances:

  • Shipping issues for packages marked "delivered" yet not received, can be approved no earlier than 5 days after the “delivery date” and no later than 15 days to ensure it was not misdelivered or easily found around the premises.
  • Photos of the damaged item and packaging are required for damaged shipping issues
  • Shipping issues for packages presumed to be lost (where the status is not "delivered") can be filed at any time. Issue resolution is based on the estimated delivery date for your order which is available when your claim is filed. 

Route Email Content for Full Coverage Plans

Email Announcement 

Hi {NAME},

There’s an exciting new addition to {YOUR BRAND NAME}!

We introduced Route to our checkout and shipping process - now every order placed through our online store will receive FREE premium package protection and tracking services from Route. We’ve included Route's Green Package Protection to help protect your order against loss, damage, or theft while in transit to you.

Route is also a platform that allows you to visually track all of your online orders in one place. Whether you’re tracking via the Route App or online, Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. 

We love our customers and are so excited to keep bringing you the best products on the market! 

Thanks, 

{YOUR BRAND NAME}  +  {INSERT ROUTE IMAGE} 

“What is Route” Email Insert 

{YOUR BRAND NAME} is proud to partner with Route, the leader in package protection and tracking solutions. We're providing Green Package Protection for you at checkout, to give you the peace of mind knowing that your order will be protected from loss, damage, or theft. In the unfortunate case that your order never arrives or is broken upon arrival, you can easily file a shipping issue with Route and receive a replacement or be reimbursed. We are thrilled to be offering this service for you, free of charge!

  • Shipping issues for packages marked "delivered" yet not received, and where there is no evidence of “porch piracy”  can be approved no earlier than 5 days after the “delivery date” and no later than 15 days to ensure it was not miss-delivered or easily found around the premises.
  • Photos of the damaged item and packaging are required for damaged shipping issues
  • Shipping issues for packages presumed to be lost (where the status is not "delivered") can be filed at any time. Issue resolution is based on the estimated delivery date for your order which is available when your claim is filed. 

Additional Route email templates for general questions and support can be found here

Customer FAQs

Below are several FAQs to add your own FAQ page. We recommend adding Route in its own section so customers are easily able to find their Route-specific questions. Please read through all of the FAQs below and choose the applicable sections for your coverage type.

FAQs for Protection Default (ON / OFF) Customers

What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. Green Package Protection can be added during checkout.

Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

What is Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions when you add "Green Package Protection" at checkout. "Green Package Protection" Shipping includes package protection at the same cost as before, with the additional benefit that your shipment is carbon neutral. By adding Green Package Protection to your cart, you're automatically taking instant climate action – no donation required.

How does Green Package Protection/Carbon Neutral Shipping work?
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.

Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does Route Work?
If your Route-protected order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing.  

Need to file a claim?  File here

How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal, shipping, and taxes 

In both cases, the Route Premium cost will not be refunded 

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping, taxes, and Route Shipping Protection

When Should I File a Claim?
Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered 
  • Please note, some order issues may require a police report to be filed

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

What if My Order Never Arrives or is Stolen?
Route definitely helps cover these instances! To protect your order against loss or theft, add Green Package Protection at checkout. 

If your order has not arrived, please file a claim with Route here. 

What if My Order Arrives Damaged?
Route covers damage as well! To protect your order against damage that occurred during shipping, add Route Protect at checkout. 

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (YOUR BRAND'S CONTACT INFO ) and we will be happy to work with you to remedy the situation.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue. 

You can also file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

What are Route’s Terms and Conditions? 
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.


FAQs for Full Coverage Customers

What is Route and Green Package Protection?
Route's Green Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what. We're providing Green Package Protection to each order free of charge

Every time you add Green Package Protection to your order, Route donates to support an
agroforestry initiative that removes CO₂ from the air and promotes a flourishing ecosystem. 

You can also utilize the Route App to visually track all of your online orders in one place and easily file a claim with their team. Whether you’re tracking via the Route App or online Route’s real-time shipping updates keep you in the loop throughout every part of your delivery. Haven’t downloaded the app yet? Download here

Purchased Route's Green Package Protection and looking to file a shipping issue online? File here

What is Carbon Neutral Shipping?
Route is covering the cost to neutralize shipping emissions for all orders that are purchased through our sites at no additional cost to you. "Green Package Protection" Shipping includes package protection, with the additional benefit that your shipment is carbon neutral.

How does Green Package Protection/Carbon Neutral Shipping work?
Route has partnered with Patch, a carbon credit marketplace, to facilitate the purchase of carbon credits to neutralize your emissions. Carbon credits represent a certified unit of carbon removal or avoidance delivered by environmental projects that can be purchased to naturally remove carbon from the air. Patch is a high-integrity carbon removal project that is vetted and certified by organizations like Gold Standard, Verra, Climate Action Reserve, and The American Carbon Registry.

Where is My Order?
Once your order has been fulfilled by our team, a shipping confirmation with a tracking number will be emailed. You can download  Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.

How Does Route Work?
If your order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order gets replaced or refunded as preferred. Claims will be reviewed for approval within 1-2 business days from filing. 

Need to file a claim?  File here

How Does Route Process Refunds or Reorders?
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.

Reorders: Route will reorder the items, depending on in-stock availability. Unavailable items will be refunded. Route will cover the cost of any reorders including shipping and taxes.

When Should I File a Claim?
Marked As Delivered (Stolen)

  • Claims will be reviewed no earlier than 5 calendar days and no later than 15 calendar days from when it was marked delivered 
  • In some cases, the Route Support team may require a police report before moving forward with an order issue

Stuck In Transit (Lost)

  • For domestic orders, claims will be reviewed no earlier than 2 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date
  • For international orders, claims will be reviewed no earlier than 20 calendar days and no later than 30 calendar days from the last update. The maximum filing time is 60 days from the order date

Damaged

  • Claims for damaged items require photos of the packaging and item(s) and must be filed no later than 15 calendar days from when it was marked delivered.

All of Route’s policies are listed here

What if My Order Never Arrives or is Stolen?
If your order has not arrived, please file a claim with Route here. 

What if My Order Arrives Damaged?
If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing. 

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at (YOUR BRAND'S CONTACT INFO ) and we will be happy to work with you to remedy the situation.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?
You can file a shipping issue on Route’s app or via the web here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

Haven’t downloaded the app yet?  Download here

What are Route’s Terms and Conditions? 
Route’s terms and conditions are listed here: https://route.com/terms-and-conditions/

Is Route a Licensed Insurance Company?
Yes, Route is a licensed insurance company with SEG Insurance Ltd. as its partner.