Route

Hi there,

Thank you for this wonderful review! We’re so happy to hear you’ve been enjoying our Route app, package tracking features, and in-app branding for merchants.

We feel quite lucky to partner with merchants such as yourselves, and to protect your products so you can focus on building your brand.

Should you run into any future questions, please reach out to us at https://help.route.com/hc/en-us and we’d be happy to assist however we can!

All the best,

Jordan, Customer Service

Hi @siliconforks , sorry to hear that the plugin is presenting problems for you.
In order to help you, can you please explain us a little bit more how are you dealing with trackings on your store?

Are you using both ShipStation and WooCommerce Shipment Tracking for adding tracking information, right?
Is there any test case where you use both for the same order?

And where are you seeing Route removing the tracking info for the order? on WooCommerce database?

Also, can you let us know the domain of your store, so we can check the logs that we have for shippings on our Dashboard side?

We will fix the problem you are seeing (placing the tracking number in lower case) and let you know once you can upgrade the new version of the module with the fixed code.

Thanks!

Hi there,

Thanks so much for your review! We’re so glad Route has helped you lower shipping costs for your customers, and that we were able to help you get the 3rd party issue sorted out.

For your specific product, bends and scratches that render the product unusable would certainly be considered damage that we would cover. However, we generally use the condition of the box as an indicator for whether or not the damage occurred during packing (not covered) vs. during shipping (covered). Since your product might be a bit of a special case, we invite you to reach out to us at [email protected].

We are always happy to explore merchant-specific solutions. I’ve passed your feedback along to our merchant support team so they’ll be on the lookout for any emails!

All the best,

Jordan, Customer Support

Hi there,

Thank you so much for your review and feedback! I am so happy we were able to work through those initial plugin snags. We feel very lucky to have merchants like you on our team!

If you run into any questions throughout the holiday season and beyond, please reach out to us directly – [email protected] – and we’ll get you taken care of.

Our team will be working throughout the holidays and ready to assist! I have also notified our merchant team of your review and they will be on the lookout for any future questions.

All the best,

Jordan, Customer Service

Hi there,

Thanks so much for your review and for the helpful feedback! We’re excited that Route is up and running successfully for you despite some of the initial setup challenges with Woocommerce & international package tracking. We’re constantly working to improve both the app and our platform integrations to make this a seamless experience.

We do adhere to the following package protection policies: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies, and approve the vast majority of all issues. In the case that Route’s policies are too restrictive, we will soon release the ability for merchants like yourself to set their own policy limits and cover the difference on claims that fall outside of our policy. In the meantime, we’re happy to work with merchants on an individual basis to find a solution that works.

Should you run into any future questions or concerns, feel free to reach out to [email protected]. I’ve notified our team of your feedback, so they’ll be on the lookout for any communications from you!

All the best,

Jordan, Customer Service

Hi there,

Thanks so much for your review! We love hearing from users like you who help us make Route an even better experience.

We’d be happy to work with you to ensure that Route protection shows up on every covered order, it’s likely an account-specific issue that we can address quickly. If you are still encountering that issue, or have any other questions, please feel free to contact us at [email protected].

I’ve relayed your review to our team so they’ll be on the lookout for an email!
Have a wonderful day,

Jordan, Customer Service

Hi there,

Thank you for your wonderful review. We are so happy you’ve enjoyed our product and coverage. We feel very fortunate to be able to work with merchants like you!

If any issues or questions do arise in the future, please send us an email at [email protected], and we’ll get you taken care of as soon as possible.

Warm regards,

Jordan, Customer Service

Good morning,

Thanks so much for your glowing review! We really appreciate it and feel very lucky to work with your amazing team and customers.

If any future questions arise, please feel free to reach out to us at [email protected], and we’d be happy to assist.

Have a wonderful day,

Jordan, Customer Support

Hi there,

Thanks for your review! I’m so glad to hear the experience has been positive for both you and your customers. We are so lucky to work with you.

If you have any future questions or concerns please feel free to reach out to us at [email protected], and we’ll be happy to assist!

Have a wonderful day,

Jordan, Customer Service

Hi @harleec ! We just released version 1.1.15 that should solve this problem.
Please upgrade the plugin and let us know if you have any further problem.
Thanks!

Thanks for the input feedback!
Despite you can add css changes on your store side to customize the widget, we are currently working on a new feature across all e-commerce platforms that will allow the merchants to choose which widget theme they want to include on the store.
In case you need some help to adapt the widget to your custom theme please let us know.

Thanks!

We are really sorry hearing that! Can you provide us with some more details so we can try to replicate your exact problem?
If you can send us server logs would be very useful.
Also, your actual store domain, and which specific version of Advance Shipment Tracking plugin are you running.
Thanks!

Hi @accountusername ! Can you let us know which version of the plugin are you using? and also can you share your domain, so we can take a look?
Thanks!

Hi @siliconforks ! We just delivered version 1.1.9 that should solve this problem.
Please let us know if you have any other question.
Thanks!

Hi @arkansasben , thanks for reaching us!
You can modify the place where the route widget is appearing on Route configuration option on WordPress admin (WooCommerce -> Settings -> Route), under the option “Choose the place where Route Widget will appear on checkout page”.

Please let us know if that works for you.