A customer is given the choice to protect their order during the cart/checkout process. Once an order has shipped from your store, Route’s package protection is in effect while the order is in transit. If the package is lost, damaged, or stolen, Route will either refund or replace the order in accordance with our Package Protection Policies. Since the service is actively providing coverage at this stage, Route premiums are not refundable.

If an order hasn’t shipped yet, you can refund the Route premium directly from your Merchant Dashboard:

1.Log in to your Merchant Dashboard.

2.Go to the Orders tab on the left-hand side and search for the relevant order.

3.Click into the order, then select “Remove Shipping Protection” on the right-hand side.

If you have enabled the Recharge integration with Route, when a customer adds Route to the initial purchase of a Recharge subscription, Route Shipping Protection and the premium will automatically apply to all future charges for that subscription. If the customer wants to stop being charged for Route, they’ll need to cancel the original subscription entirely. 

If you have any questions or run into any issues, our Merchant Experience team is here to help. You can reach us at merchantsupport@route.com  or by clicking the chat bubble in the bottom-right corner of your screen.