Route reimburses on a weekly basis. Every Monday, your reimbursements from the week prior will be totaled, and every Friday we initiate the payments to your Receivables Account. (The funds should arrive in your account within three business days.) You can review your weekly invoices on the Reimbursements page in the Finance tab of your Merchant Portal. 

Here are some reasons why you may not have received a reimbursement yet.

Reimbursement payment is in process 
If you manually completed a refund or replacement for a customer on a Route-protected order and requested a reimbursement, you will receive your approved reimbursement on the next reimbursement cycle. This cycle takes about two weeks from the date your request is approved to the date the deposit reaches your account. 

For example: You refund a customer on Tuesday. The following Monday, the approved reimbursement will be reflected in your invoice, which totals all reimbursements for the prior week. The reimbursement will be initiated that Friday, and deposited into your account within three business days, meaning Monday – Wednesday of the following week. 

Kindly note: we cannot make any reimbursements off-cycle. 

Route funds used, no reimbursement owed
Not all claims receive reimbursements. Any claim resolved by Route directly will not be reimbursed. Route-resolved claims will be marked as “Route Replaced” and “Route Refunded” under Claim Status in the Claims tab of your Merchant Portal.

Payment or Receivables Account error
If you have not received a reimbursement, it could be due to one of the following issues with your Payment or Receivables Account:

• • One or both of these accounts has not been set up 
  • The information in one or both of these accounts is outdated 
  • You have an outstanding balance for Shipping Protection premiums that have not yet been transferred to Route 
  • You used a foreign bank account for one or both of these accounts

Please update your account information under the Account Settings section of the Finance tab in your Merchant Portal. 

Payments blocked
If the account information is correct and up to date, it’s possible that Stripe, our billing software, may be blocking the transaction. Please send a voided check to billing@route.com and our accounting team will handle the rest.

It’s also possible that your bank may be blocking the transaction. You may need to contact your bank to white list our billing software, Stripe Payments Company, using the following two IDs: 1800948598 and 4270465600.

Claim was denied
Not all claims are approved. You can review the status of the claim and the reason it was denied in the Claims tab. If you have questions about the assessment of a claim, please reach out to our team using the blue Support Chat button from your Merchant Portal.