Just as your customers can report when their order is lost, stolen, or damaged in a matter of moments, we can resolve their issues quickly too—instantly, even. On any day, at any time. That’s 24/7, 365 service. Here’s how it works.
As soon as your customer files a claim on a Route-protected order in our Resolve Center, we assess the issue against our policies to determine whether it qualifies for a refund or replacement under our coverage. Claims are also screened for legitimacy, in order to protect both our brand partners and their shoppers.
If it qualifies for coverage, Route automatically initiates whichever resolution your customer selected during the claims filing process—a replacement order, refund, store credit, gift card, etc., based on your store preferences—using our proprietary Automated Issue Resolution technology. And if it doesn’t qualify, they will be notified that their request has been denied and why.
For any issue that cannot be automatically resolved, we have an efficient process to get the claim solved, usually in a matter of hours. Our team reviews your customers’ claims with great care, and will reach out to you or the customer if needed to resolve the issue as quickly as possible.
Either way, everything should be wrapped up fast, so you and your customers can relax knowing a replacement is on its way or the money they spent is back in their pocket. And that your bottom line is protected. (Read more about reimbursements for refunds and reorders.)
Your customers can track the status of their claims at any time, and we’ll also send them key updates by email. You can also keep tabs on the progress and status of their claim in the Claims tab of the Merchant Portal.
Fast, easy, simple.
For more details on the process, get a behind the scenes look below.
Behind the Scenes
| Route action | Merchant action | |
| 1. Customer places an order with Route Shipping Protection | We send the customer an Order Confirmation email | You can track the order in the Orders tab of the Merchant Portal |
| 2. Issue occurs in transit | Route Shipping Protection covers the order from loss, theft, and damage | |
| 3. Customer files a claim | We make it easy to file a claim in just a few clicks, complete with security checks to protect shoppers and brands alike | Customers may instead contact your store |
| 4. Claim assessment |
We complete a fraud screening and then assess the claim, using AIR, our Automated Issue Resolution integration, which takes seconds to complete, or our team of specialists, per the policies set for your store. (Read more about why a claim may be denied.) |
You can direct your customer to file a claim through Route to save yourself time. Or, you may file a claim on their behalf in the Merchant Portal. We recommend you first check that their issue falls within our policy to ensure Route can reimburse you for any refunds or reorders you issue. |
| 5. Claim approval and resolution |
Route approves and resolves the claim via AIR (Automated Issue Resolution) integration:
Route approves and resolves the claim manually:
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You issue the refund or reorder directly, then request a reimbursement from Route through the Merchant Portal. |
| 5. Customer is alerted that their claim is resolved | We send an email to customers about their resolved claim. | You may check the status of the claim in the Claims tab of the Merchant Portal. |
You can keep track of your requested reimbursements, including details on the amount you will receive for the reimbursement and the date you can expect to receive the reimbursement, in the Claims tab in the Merchant Portal. Processed reimbursements can be tracked in the Reimbursements page of the Finance tab in the Merchant Portal.