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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 is free for merchants and is available for purchase to customers in the cart page. For orders with items with a retail value under $100 USD, Route is only $0.98 USD. For orders with items with a retail value over $100 USD, Route is calculated from 1.5%-5% of the cart total based on several factors (for example, if an order was $150 USD, with a 1.5% rate, then Route would cost $2.25 USD).
Why Does Route Need My Billing Information? Isn't it Free for merchants?
You’re right. Route is free for merchants! Because Shopify has a closed-cart system, the total revenue made by each sale sent to the merchant is unable to be split among different parties. In order for us to receive the amount that our mutual customers pay for Route Package Protection, we use Stripe to debit the exact amount of the total premiums. We debit this amount weekly and send a receipt, so there are no surprises!
I have Apps that Bundle Discounts that Conflict with Route. How Will This Affect My Store?
Route isn't compatible with all Shopify apps, but we're always trying to make our product better! In some apps that bundle products together to create a batch discount for customers, merchants can list products to not be included in this list, such as Route.
What if My Products aren't Sold in American Dollars ($USD)?
We use Shopify's currency converter that allows all customers to pay in whichever currency is most convenient for them.
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.