As a reminder, the reimbursement process is how Route pays you back for any customer refunds or replacements that are first funded through your online store. This process helps us keep your customers’ sensitive payment information safe and secure, while delivering a seamless and immediate issue resolution experience. 

Put simply: they request it, your store processes it, we pay you back.

1. Customer files a claim for their order

2. You send them a refund or reorder through your store

3. Route pays you back to your receivables account

This process applies to all refunds and replacement orders that are automated through AIR (Automated Issue Resolution) or that you process directly through your store. 

Reimbursement Cycle

Route works on a Monday – Sunday reimbursements period. You will be reimbursed each week for the value of the refunds and replacement orders issued the week prior. 

1. 1. 1. On Monday, Route tallies up all the reimbursements you’re owed.
      2. On Friday, Route initiates a deposit for the total reimbursement amount into your Receivables Account via Tipalti. 
      3. Within 3 business days, the funds will be deposited to your account. 

You can review all of these weekly transactions on the Reimbursements page in the Finance tab in your Merchant Portal. 

Learn more:

• • • How to request a reimbursement from Route
    • Set up your Receivables Account
    • Why was I reimbursed the wrong amount?
    • Where are my invoices?
    • Billing cycle for Shipping Protection premiums

For any additional questions, please use the blue Support Chat button in the Help Center or Merchant Portal.