AIR, or Automated Issue Resolution, is Route’s proprietary solution for resolving a customer’s issue instantly with an immediate refund or reorder.
It works by connecting our claims approval and resolution technology with your tech stack and online store to automatically process customer requests for a replacement order or refund once our system approves the claim. (Read more about how our claims process works.) The following week, we tally up the value of all the refunds and replacements processed by your online store, and reimburse you for the costs in a lump sum. (Read more about the reimbursement cycle.)
This process allows Route to deliver an instant solution to your customer on your behalf, while eliminating the time, effort, and costs required to handle customer issues with human intervention.
Get more details below.
Reimbursements for refunds
After your system processes a refund to the customer’s original payment method, we will reimburse you for the total amount the customer paid for the original order, excluding the Route Shipping Protection premium.
Reimbursements for replacement orders
After your system processes a replacement order for the items requested in the customer’s claim, we will reimburse you for the order subtotal, plus shipping and taxes, on the new order. (We do not pay custom or duty fees).
Reimbursement timeline
All reimbursements are initiated on the Friday of the week after the refund or replacement order is processed. The funds will hit your Receivables Account by Wednesday of the week after that. Read more about the reimbursement cycle.
Reimbursement Status
Paid and currently pending reimbursements are displayed on the Reimbursements page in the Finance tab of your Merchant Portal. To track the status of a reimbursement for a specific claim, visit the Claims tab.
Note: AIR for Platforms is currently available for Shopify and BigCommerce. AIR for API is available to all merchants using any platform.
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