Route provides licensed shipping insurance and integrated package tracking solutions for e-commerce brands, enabling them to manage lost, stolen, or damaged orders efficiently. By offering fast issue resolution and a centralized tracking platform, Route enhances customer satisfaction and loyalty, having protected nearly 150 million orders since its inception in 2019.
Funding
$321.4M raised to dateRaised to date based on public sources. This may differ from the amount the company actually raised and is based only on what is publicly available on the internet.
HVFounders
Product
Problem
E-commerce businesses face challenges with lost, stolen, or damaged packages, leading to customer dissatisfaction and increased support costs. Customers often have to navigate complex claims processes, while merchants struggle to manage these issues efficiently. This can negatively impact customer loyalty and brand reputation.
Solution
Route provides a post-purchase platform that offers shipping protection, package tracking, and issue resolution for e-commerce businesses and their customers. Route allows customers to purchase shipping protection at checkout, ensuring coverage in case of damaged, lost, or stolen packages. When issues arise, customers can file claims and receive resolutions quickly. The platform also provides real-time package tracking via a mobile app, web, email, and SMS, reducing "where's my order?" inquiries. Route's AI-powered engine also provides product recommendations at tracking touchpoints to increase customer lifetime value.
Target Audience
Route's primary customers are e-commerce businesses looking to improve their post-purchase experience, reduce support costs, and increase customer loyalty, as well as shoppers seeking protection and tracking for their online orders.
Features
- Licensed shipping protection to cover lost, stolen, or damaged packages
- Claims management portal for customers to file and track claims
- Real-time package tracking with updates via app, web, email, and SMS
- AI-driven product recommendations to increase customer lifetime value
- Carbon-neutral shipping options to offset the environmental impact of orders
- Integrations with e-commerce platforms such as Shopify, WooCommerce, and Magento
- Zendesk integration to file claims on behalf of shoppers from within Zendesk
- Extended claims window, allowing customers to file claims up to 30 days after the incident