For customers who purchased Route Package Protection:

If a customer files a chargeback and is refunded by the online retailer, Route Package Protection will not cover the order issue.

If the customer stops the chargeback and is not refunded by the online retailer, Route Package Protection will cover the order issue. 

What's a chargeback? A chargeback reverses a money transfer to the online retailer from your bank account or credit card.

For online retailers who partner with Route: 

In most instances, Route will not reimburse or refund an online retailer for an order where a chargeback has been processed. This is because we do not have the ability to stop chargebacks with the financial institution to determine if it is within our policy.

This means Route will still bill for the premium if the order was fulfilled.