Claim Tutorials

• How to File a Claim on Behalf of Your Shopper

Lost

• Where is my order?
• Only part of my order shipped. Where are the other items?
• Why is my order stuck in-transit or pre-shipment?

Stolen

• How to File a Police Report
• A Package is Missing; is it Lost or Stolen?

Damaged

• What type of damage is covered?

How to Resolve an Issue

• Route Package Protection Policies
• Holiday Season FAQ
• Issue Status Definition Glossary
• Customers: How and When to File an Order Issue
• When and how do I contact the shipping carrier?
• How do I access my PayPal refund?

See all 16 articles

Troubleshooting

• Uninstalling Route
• Shopify Self-Install Troubleshooting FAQ
• How to update the Route app in Shopify
• Why are there multiple variants listed for Route in Shopify?
• The Route asset isn't in the proper location on my Shopify cart page
• Issues with Shopify store since the Route asset was installed