When your customer purchases Route Shipping Protection for their order, we cover it against loss, theft, or damage in transit. Should one of these incidents occur, we encourage them to resolve their issue (and receive a replacement order or refund) using our fast and easy claims process, rather than initiate a chargeback with their bank.

If your customer has already initiated a chargeback for an order with Route Shipping Protection, they must cancel the request before they can file a claim with us. If the chargeback has already been resolved in the customer’s favor, then Route Shipping Protection no longer covers the order and they will be unable to file a claim with us. That’s because your customer will already have been compensated and in order to avoid double indemnification, Route will no longer cover the order. Route is unable to stop chargebacks with financial institutions.

In most instances when a customer files a chargeback, Route will not reimburse an online retailer. In the case of a canceled or successful chargeback, Route will still bill for the Shipping Protection premium if an order has been fulfilled and given a tracking number.