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Route Billing FAQ

This FAQ can be utilized to help answer questions surrounding your Billing with Route. 

Why am I being charged? 
Route offers package protection to customers through your store in case of lost, stolen or damaged situations. Route bills based on a determined premium rate (for example: 2% of order value). Each week Route bills for the sum of those premiums.

 

When a customer purchases an item that is protected by Route, the merchant holds on to those premiums until the next weekly billing cycle. Merchants are being billed for all Route insured orders from the past billing cycle as this is a pass through cost.

Note: Full coverage merchants pay the premiums for their customers. 

How am I being credited for cancelled orders?
The Route bill will be adjusted if there are cancelled orders. If an order is placed and cancelled within the same billing cycle (Monday - Sunday) the cancelled order will not be billed. If the order is placed in one billing cycle and cancelled in a later billing cycle, the order will be billed in the first billing cycle and credited in a later billing cycle to an invoice. You can see these credits in the Route portal in the Finance tab.

I got an email saying I have an unpaid balance, what does this mean?
Error: Missing Payment Method
It looks like your account has a missing payment method! Route requires merchants to add a payment method in order to automatically charge the insurance premiums each week. Each billing cycle, you will receive an email notification regarding your upcoming bill and a breakdown of the insured orders that make up that charge. Please add a payment method to the Route portal (Finance>Account Settings>Payment Account) in order to move forward with Route services. 

Error: Account Pending Verification
It looks like you have successfully added a payment method! However, the account you have entered is still pending verification. You can verify your account by searching for the two micro-deposit transactions found in your account on or around the day you entered your information. These transactions should be titled ‘AMNTS’ and the amounts will usually be less than $1.00. Once you enter these two transaction amounts into the Route dashboard, Route will bill you the remaining balance and move forward with automated billing cycles.

If you are having difficulty finding the micro-deposits or having issues adding your bank account, you should try re-entering the bank credentials, this will trigger those micro-deposits to be sent to your account again.

If you are using a foreign bank account, you can connect using Plaid in the Route portal.

Error: Declined Charge
It looks like your payment method entered on file has been declined. In order to settle the outstanding balance, please update your payment method on the Route portal. Once the payment method is updated, the outstanding balance will be charged and the automated billing cycles will resume. If you would like to keep the current payment method you have, you can call your bank to see why the charges are being declined and ask them to approve of Route's invoices from our billing software, Stripe.

Why am I being charged for ‘test’ orders?
If you are receiving a bill containing ‘test’ orders, please ensure that these orders are either marked as ‘test’ on your shop platform or cancel them before they are fulfilled. Route will automatically bill for all orders that come through to our system which are not ‘test’ and not cancelled.
Where can I get a list of Route protected orders which I am being billed for?
In the Route portal under the Finance tab you can download invoice PDFs and line item CSVs. The CSV shows a breakdown of your invoice to account for each charge.
Where can I download my billing invoice?
In the Route portal under the Finance tab you can download invoice PDFs and line item CSVs. The CSV shows a breakdown of your invoice to account for each charge.
My bill looks incorrect, where can I go to reconcile my bill?
As a reminder, you are being billed for insurance premiums that occurred during the most recent weekly billing cycle. Route bills merchants for the sum total of all protected orders in that period. You can download your Line Items CSV from the Finance tab in the Route portal to reconcile your data. If you feel that there are orders which should not be on your bill or that your premium amount is incorrect, a member of our team will be happy to help. You can reach out to our team via the chat box on the bottom right corner of the Route Portal.
Where can I download my reimbursement invoice? 
Reimbursements are paid out weekly to the Reimbursement Account on file. Reimbursements for these invoices will be sent to your reimbursement contact entered in the Route portal (Finance>Account Settings>Receivables Account). If you are missing an invoice, please visit the Route portal and go to Finance>Reimbursements. On this tab, the invoice PDFs can be downloaded by clicking the tabs to the right of each invoice.
Why is my reimbursement less than what shows in the Route portal?
The software we use to send out reimbursements (Tipalti) may charge a fee depending on which payment method you have selected to use. Please see the attached screenshot to review the fees associated with each method.

 

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When will I receive my ‘Tech Grants’?
Tech Grants are paid out on the 15th of each month. If the 15th is a weekend, then it will be the first business day following. Tech grants can be viewed by going to the Route portal Finance>Reimbursements. Tech grant invoices are marked with 'TQ' in the invoice number. If you have questions about a payment, a member of our team will be happy to help. You can reach out to our team via the chat box on the bottom right corner of the Route Portal.
How do I add another contact email to our billing emails? 
Unfortunately, we are unable to add more than the one billing email (input in the Route portal under the Admin tab) to the billing emails. If you would like to have these emails received by multiple addresses we suggest setting up email forwarding: https://support.google.com/mail/answer/10957?hl=en.
How can I be billed another way, outside of the current billing process? 
Unfortunately, with the growth of the company and the bandwidth of our engineering/billing team, we are unable to grant one-off billing requests. We only accept credit/debit cards and bank accounts as valid payment methods.
What does the billing cycle look like?
The billing cycle runs Monday - Sunday. On Monday we send out a preview email with the invoice amount for the billing cycle. This email directs you to the Route portal in the Finance tab where you can download your invoice PDF and line items CSV. On Wednesday, the payment account on file in the Route portal is automatically charged.
What does the reimbursement cycle look like?
The reimbursement cycle goes from Monday - Sunday. On Monday we send out an email with the reimbursement amount. On Friday we pay out reimbursements to the reimbursement account on file in the Route portal (Finance>Account Settings>Receivables Account). Please allow two to three business days for the funds to hit your account. To see your reimbursement invoice in the Route portal go to Finance>Reimbursements. On this tab, the invoice PDFs can be downloaded by clicking the tabs to the right of each invoice.

For more details, see our Route Portal: Finance article.