If you completed a refund or replacement for a customer who reached out to you about an order covered by Route Shipping Protection, please request a reimbursement in the Merchant Portal using the instructions below. All reimbursements will be processed according to our claims policies.

Note: After completing this process, you will receive your reimbursement on the following reimbursement cycle.

Step 1: Calculate your reimbursement 

• Refunds: Please include the total cost of the original order, excluding the Route Shipping Protection premium.
• Reorders: Please include the total cost of the new order.

Note: If your online store uses a currency other than U.S. dollars (USD), please convert the value to USD using an accurate, trusted currency exchange resource, such as xe.com.

Step 2: Submit your reimbursement in the Merchant Portal

If the customer has already submitted a claim:

1.  

   1. Go to the Claims tab
   2. Search the order number 
   3. Click on the order
   4. Select the “Request Reimbursement” button at the top left of your screen
   5. Choose your Resolution Type
   6. Select the item(s) you refunded or replaced
   7. Enter Requested Reimbursement Amount in USD
   8. Upload or drag and drop an image/screenshot as evidence of the reimbursement
   9. Add any additional Claims Notes that you feel would be helpful for our claims team.
   10. Click Submit Reimbursement

   

    

    

   If the customer has not yet submitted a claim:

   1.  
      1. Go to the Orders tab
      2. Search for the Order Number
      3. Click on the order
      4. Click Request Reimbursement
      5. Select the Claim Type (Lost, Stolen, Damaged)
      6. Choose your Resolution Type
      7. Select the item(s) you refunded or replaced
      8. Enter Requested Reimbursement Amount in USD
      9. Upload or drag and drop an image/screenshot as evidence of the reimbursement
      10. Add any additional Claims Notes that you feel would be helpful for our claims team.
      11. Click Submit Reimbursement

    

1. *If the ”Request a Reimbursement” button is not shown, confirm that the order is protected by Route by clicking the Orders tab and searching the order number. 

   If the order is listed as Not Protected, your customer did not purchase Route Shipping Protection for their order. You will not be able to submit a reimbursement for this order.

   If the order is listed as Protected, please contact our Merchant Experience team via email at merchantsupport@route.com.

   To track the status of a reimbursement for a specific claim, visit the Claims tab. There you can find the status of your request and the expected date of your reimbursement once it is approved.