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Merchant FAQs

I Self-Installed Route but it's in the Wrong Location/Doesn't Look Clean

Read Shopify Self-Install Troubleshooting FAQ for common troubleshooting steps.

Why is Route Appearing as a Product in My Shopify Store?
Shopify has a closed-cart system, which is why Route is listed as a product in the store. This allows Route to increase the total-cart value. To hide Route as a listed product in Shopify, remove it from all collections on your store so Route's product page is not easily accessible.
How Much Does Route Package Protection Cost?
Route Package Protection covers lost, damaged, or stolen items and can be purchased by your customers during the checkout process with our opt-in and opt-out coverage options.

Your customers' premium rates are determined by factors unique to your store such as vertical, seasonality, and historical claims rates.  Your consumers' rates may be calibrated from time to time, as Route adjusts to changing demands from the market and accounts for your store's performance.
Why Does Route Need My Billing Information? 
Because Shopify has a closed-cart system, the total revenue made by each sale sent to the merchant is unable to be split among different parties. In order for us to receive the amount that our mutual customers pay for Route Package Protection, we use Stripe to debit the exact amount of the total premiums. We debit this amount weekly* and send a receipt, so there are no surprises!

*Note: Some of our partnered merchants are not on a weekly billing cadence. Reach out to your designated CSM or our Live Chat feature through our Help Center if you have any questions about about your billing with Route. 
I have Apps that Bundle Discounts that Conflict with Route. How Will This Affect My Store?
Route isn't compatible with all Shopify apps, but we're always trying to make our product better! In some apps that bundle products together to create a batch discount for customers, merchants can list products to not be included in this list, such as Route.
What if My Products aren't Sold in American Dollars ($USD)?
We use Shopify's currency converter that allows all customers to pay in whichever currency is most convenient for them.
Can I add Route Protection Post-Purchase?
Route Protection cannot be added post-purchase as Route will have no way to collect the premium for that particular order, and it will not show up in our system as covered under Route Protection. If the order has not been fulfilled, it can be cancelled and reordered with Route Protection added. That way, if anything happens to the order while in-transit you or your customer will be able to swiftly file a claim and get in touch with our Support Team. 
What is the difference between the Route Mobile app and Route Package Protection?
Route is a mobile app that automatically connects to everything your consumers have ordered from all their favorite retailers while allowing them to visually track their packages, anytime, anywhere.

Route Package Protection enables merchants to provide package protection to their customers, allowing them to provide the same experience that consumers have come to expect from e-commerce marketplaces like Amazon.