There are rare instances in which Route may be unable to resolve an issue and a claim will be denied. If your customer’s claim was denied and you’re not sure why, please see the information below. If you believe your customer’s claim was denied in error, please use the blue Support Chat button in the Help Center or Merchant Portal.
Note: If a customer does not respond to a claim correspondence from Route within 10 days, Route will automatically close the claim. This does not mean their claim is denied. The customer can reopen their claim by responding to the original thread.
Please see all of our Shipping Protection Policies for more information.
Item or order issues
Order not protected by Route
If your customer did not purchase Route Shipping Protection for their order, Route cannot cover any loss, theft, or damage to the package.
Wrong items or items missing from an order
For any fulfillment issues that occurred prior to shipping, Route’s Shipping Protection doesn’t apply. Our coverage protects orders while they are in transit, and immediately after they are delivered. However, if there is clear and visible tampering to a package to suggest theft, customers may file a claim with Route.
Manufacturing defects
If an item exhibits defects that occurred during manufacturing and prior to shipment, Route’s Shipping Protection doesn’t apply. Our coverage protects orders while they are in transit, and immediately after they are delivered.
Canceled order
Customers are unable to submit any claims on canceled orders as our Shipping Protection only covers orders that have shipped.
Chargeback already in process
If customers have already initiated a chargeback request, Route is unable to resolve their claim. Learn more about how Route handles chargebacks.
Contraband
If an order is seized because it is considered contraband in the state or country where the recipient lives, Route Shipping Protection doesn’t apply. Please keep in mind that what is legal in one state may be illegal in another.
Shipping issues
Order is unfulfilled
Route Shipping Protection kicks in only once the order has shipped. Orders that have not been processed, packaged, and given a tracking number, are considered unfulfilled and are not yet covered by Route. Customers are eligible to file a claim once their order meets the claim time frame that corresponds to their issue.
Order is in pre-shipment
Route Shipping Protection kicks in only once the order has shipped. Orders with a tracking number that have not yet been accepted by a carrier are considered to be in pre-shipment, and are not yet covered by Route. Customers are eligible to file a claim once their order meets the claim time frame that corresponds to their issue.
Incorrect delivery address
If a customer entered the wrong address at the time of purchase, Route’s Shipping Protection doesn’t apply. Our policy only covers incidents that occur after a purchase is complete and has been received by the shipping carrier.
Return to Sender
If a shipping carrier is unable to deliver a package due to an invalid or undeliverable address, an unexpected delivery barrier, or if the customer refuses a delivery, the packages are typically returned to the sender—in this case, the brand or retailer. In these circumstances, Route’s Shipping Protection doesn’t apply because the package was not lost, stolen, or damaged.
Rescheduled for delivery
This shipping status suggests that your customer’s package is on its way, but due to an issue, the carrier needed to reschedule the delivery date. For questions, customers may contact the shipping carrier directly.
Tracking updated after claim submitted
The shipping carrier has updated the tracking information since your customer submitted the claim. Our policy includes wait-to-file periods for submitting claims as packages are sometimes delayed in transit or prematurely marked as delivered, but often do show up. Read more about our deadlines to file claims.
Region under U.S. sanctions not covered or sanctioned
Due to U.S. government restrictions, we are unable to offer Route Shipping Protection in the following countries: Afghanistan, Armenia, Azerbaijan, Belarus, Haiti, Iran, Iraq, Kazakhstan, Kyrgyzstan, Libya, Moldova, North Korea, Pakistan, Russia, Somalia, Syria, Tajikistan, Turkmenistan, Ukraine, Uzbekistan, and Yemen.
Order held in customs
Route is not responsible for any orders held in customs, nor for paying any customs fees. Customers should contact their local customs office for more information and next steps.
Timing issue
Claim filed too soon
For orders that are stuck in transit or have been marked “delivered,” Route requires a wait-to-file period before filing a lost or stolen order claim. Please note: Customers will be unable to file a claim until after this time frame is complete. Read more about when to file a claim.
Claim filed too late
All claims must be filed within a 30-day lost, stolen, or damaged protection time frame. Read more about deadlines to file a claim.
Suspected fraud
Fraudulent claim
If Route suspects that a customer has undertaken any dishonest acts, such as any manipulating, tampering, and/or corrupting of tracking data to make it appear as though a delivered shipment is lost in transit, our Shipping Protection will not apply. If you believe this conclusion has been made in error, or that all or part of their claim has been wrongfully denied, please contact us.