This article will help you navigate common questions about the billing process for Route’s individual Track and Carbon products, combined and referred to as Track+Carbon, and formerly known as the Route Pro Plan.
If you are on an Essential or Advanced plan, please read more about the billing cycle for Route Shipping Protection premiums. You can find more details on all of our plans here.
Where can I enter my billing information?
To set up your billing account, visit the Payments page in the Finance tab of the Merchant Portal. This account will be the same one we use to invoice for the Route Shipping Protection premiums your customers purchase each week. You can use the following articles to help guide you through the process:
What is the cadence of payments and transactions?
- For Annual Subscribers Paying Monthly: You will be billed on the first Monday of every month and charged on the first Wednesday. Each billing period is for the previous month’s services. For example: If you use the Route Plan in January 2025, the January bill will be generated on Monday, February 3rd, and you will be charged on Wednesday, February 5th. Note: The first month’s fee will be prorated to reflect the number of days access to Route’s services was available to you.
- For Annual Subscribers Paying Annually: Billing will occur upfront within a specific number of days post-go live. The timing will be discussed with you, and listed in the contract.
- For Monthly Subscribers: You will be billed on the first Monday of every month and charged on the first Wednesday. Each billing period is for the previous month’s services. For example: If you use the Route Plan in January 2025, the January bill will be generated on Monday, February 3rd, and you will be charged on Wednesday, February 5th. Note: The first month’s fee will be prorated to reflect the number of days access to Route’s services was available to you.
What is the pricing structure?
The pricing structure will be based off of a monthly Static Base Rate and any overages. Please note that the base rate covers a static allotment of orders per month, based on your online store’s monthly order volume. If your store exceeds the number of allotted orders in a month, Route may charge you overages. Overages are priced on a per order basis.
If I use fewer than the number of orders allotted within a month, can I apply them as credits to the next month?
No, you will not be able to apply them as credits or a roll over.
What does renewal look like?
- For Annual Subscribers: Updated terms will be negotiated and communicated with you at contract renewal.
- For Monthly Subscribers: Your monthly subscription will automatically renew on the first of the month. Payment will be for the entire period in which you are entered and services will be provided for the full calendar month in which you are entered.
How do I cancel?
In order to cancel, you can reach out to your Customer Success Manager, Account Executive, or use the blue Support Chat button in the Help Center or Merchant Portal and let us know you would like to discontinue services.
- For Annual Subscribers: You may incur a penalty if you terminate prior to the end date. Penalties are outlined in the contract.
- For Monthly Subscribers: You must submit your desire to cancel in writing, five business days prior to the start of the month in which you would like to cancel. For example: If you plan to no longer use our services in February 2025, you must cancel by Monday, January 27, 2025. You will still receive a bill on Monday, February 3rd for use of our services during the month of January, but you will not receive a bill in March as you did not use our service in February.
I already canceled. Why am I still getting billed?
As a reminder, you will receive a bill on the first Monday of every month for the previous month’s services. For example: On Monday, February 3, 2025, you will receive a bill for using Route from January 1 – 31, 2025.
When you cancel, Route will still be active through the end of the month, and you will still be billed on the first Monday of the following month for the use of our service for the entire previous month. For example: If you cancel on Wednesday, January 15, 2025, you will still receive a bill on Monday, February 3, 2025 for using our services during the month of January.
For any additional questions, please use the blue Support Chat button in the Help Center or Merchant Portal.