As part of making our issue resolution process as easy and satisfying as possible, we enable your customers to choose their desired solution during the claims filing process. The options available to your customers—including a speedy replacement order, a store gift card, or money back in their pocket—are determined according to your preferences. 

You can adjust your current resolution offerings at any time by contacting your designated Customer Success Manager or using the blue Support Chat button in the Merchant Portal. From time to time, we may add new resolution options that you can choose to offer your customers when they file their claims. 

Below, explore how your customer experiences each of our resolution options. 

Replacements and reorders

After a customer’s claim is approved and resolved with a reorder placed on their behalf, they will receive an email update on your claim from a Route agent with the new order number. They will also receive an order confirmation email from you, the brand or retailer, that includes their receipt and new order number, as well as an email from Route with information about their shipping protection. Once the replacement order is assigned a tracking number, the customer will receive another email with information about the shipping carrier (UPS, USPS, FedEx, DHL, etc.) and the tracking number. 

For reorders that are placed through your store, either manually by you or through Route’s AIR Automated Issue Resolution (AIR) integration, you will be reimbursed for the cost of the item, plus shipping and taxes.

Every reorder that Route places, either manually by our team or through Route’s AIR integration, is automatically covered by our Shipping Protection. If your customer’s reorder becomes lost, stolen, or damaged in transit, customers can file another claim.

Refunds

We enable various ways for your customers to receive a refund, including their original payment method, as a balance to their PayPal or Venmo account, or as a store gift card. Based on your agreement with Route, you will be able to determine which of these refund options are available for customers to choose from in our claims flow. For all options, the customer will receive a refund for the total amount they paid for the item(s), excluding Route Shipping Protection.

For refunds placed through your store, either manually by you or through Route’s AIR integration, you will be reimbursed for the cost of the initial order, plus shipping and taxes.

Original form of payment
Once the refund is processed by your system, the funds should be reflected in your customer’s account within 5-7 business days.

Note: This option is available to merchants who are connected to Route via our AIR integration. 

Store gift card
If your customer selects a gift card, they will receive an email with the details of the digital gift card from your store. To use the card at your store, the customer will enter the details in the Promo Code / Gift Card field at checkout.

If the gift card is processed through our AIR integration, you will be reimbursed for the total value of the customer’s original order, plus shipping and taxes.

Note: Gift cards are currently available to all Shopify merchants who agree to offer it to their customers, and to AIR for API merchants who want to offer it.

PayPal
Once the refund is processed by Route, the funds should be reflected in their PayPal balance by the next business day. Customers can then link their bank account (if they have not already set up their account) and transfer the funds seamlessly. 

Venmo
Once the refund is processed by Route, the funds should be reflected in their Venmo balance by the next business day. Customers can then add their bank account (if they have not already set up their account) and transfer the funds in just a few taps.