Welcome to Route! We want to make sure you understand all things Route so you can meet and exceed your customer's expectations.  

WHAT IS ROUTE?

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. 

WHAT DOES THE EXPERIENCE LOOK LIKE FOR MY CUSTOMER? 

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

THE MERCHANT PORTAL

The Merchant Portal is your go-to place to review and manage Route claims. 

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. 

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. 

HOW DO I FILE A CLAIM IN BEHALF OF MY CUSTOMER?

HOW DO I REQUEST 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 ideas on how to respond to your customers about questions? Check out our templates here.