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Route Admin Learning Guide

Welcome to your 25-minute quick setup guide!

As a Route Admin we want to make sure you're supported with all things Route. Each of the items will be covered below. 

1. ROUTE OVERVIEW

Before we get too far down the road, it’s important to understand why we are here. Why Route? What is included for you to take advantage of? What is the best way to utilize our services?

Check out the quick video below to get a glimpse into what Route can do not only for you, but more importantly for your customers. 

Awesome! Now that you have a better understanding of why we are here, let’s dive into your customer's experience with Route. 

2. CUSTOMER JOURNEY

What does your customer see when they use Route? Learn more in this video 

3. THE MERCHANT PORTAL

The Merchant Portal is your go-to place to review, manage, and customize your account. Think of it as your own personal admin portal where you will have full visibility into everything happening with Route at your company, as well as where you can contact Support and change your settings.

To access your Merchant Portal, visit https://dashboard.route.com/login. We recommend bookmarking your Portal for future access.
Your login credentials will be the account information that was used to set up Route. If you were not the primary user to set up your store account and need access, please contact your account manager to set up a profile for you.

Need help signing in? You can either contact your designated CSM, or live chat with our support team by clicking the blue contact support button on the bottom right-hand side of your screen. 

See how to maximize the Merchant Portal in the video below. 

4. PACKAGE PROTECTION POLICIES

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 get an overview of what is and is not covered by Route. 

Check out the short clip below. 

 

5. BILLING 

You’re probably thinking to yourself, billing? Why am I being billed if this is a free service? Billing can be one of the most confusing parts of being a Route admin, so we put together a quick little 2 minute video on why Route needs your billing information, and how it works. 

 

Now that we have that cleared up! On to the set up. Setting up your billing & reimbursement accounts are both required for our partnership.

Watch the quick overview video below to learn how to set up your billing account with Route.

Watch the quick overview video below to learn how to set up your reimbursement account. 

Once your billing & reimbursement accounts have been set up, your finance tab is complete.

Related Resources:
If you want to learn more, or read our FAQs check out our Billing & Reimbursement section of the help center here. 

6. HOW TO FILE A CLAIM ON BEHALF OF YOUR CUSTOMER 

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

7. HOW TO FILE A REIMBURSEMENT

 

Questions or need help from the Route team? You can email us at merchantsupport@route.com or chat using the blue chat icon on the bottom of your merchant portal. 

Want to get your customer support team up and running with Route? Check out our 10-minute Route onboarding for agents here