Now unfortunately, sometimes packages are lost, stolen or damaged and your customers will have to actually use the package protection that they purchased.

BUT the good news is, they are in amazing hands. We’re going to look at how easy it is for your customers to file a claim, learn a little bit about what you can expect from our claims team, and get an overview of what is and is not covered by Route. 

Check out the short clip below. 

Most of the time, customers can file claims on their own, but there are instances where complications arise with the order that requires you, as the merchant, to file the claim on behalf of the customer. 

Watch the quick video below to learn how to file a claim on behalf of your shopper.

Related Resources: 
Claims Section & Tutorials on the Help Desk
Resolve Center - Your customers can easily file a claim here
How do I Request a Reimbursement from Route - resolve a customers issue
Here are some example templates you can use to help customers when they reach out about claims.