Merchant Support Route Templates

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These email templates are for a merchant’s support team to utilize when helping a customer with common questions that arise on a Route protected package issue (i.e. lost, stolen, damaged).

When you would like a customer to report an issue on their own:

Hi there! 

Thanks for reaching out to the support team at {Merchant Name}. We are sorry to hear that your package did not arrive as anticipated, but we are happy to see that you’ve added Route Package Protection to your order. 

Because you added Route to your order, your package was insured from loss, damage, and theft. You can report an issue with Route through the mobile app (iOS or Android), through the email you receive from Route after placing your order, or by going to claims.route.com

All the best,

{signage}

When you are reporting an issue on behalf of the customer:

Hi there! 

Thanks for reaching out to the support team at {Merchant Name}. We are sorry to hear that your package did not arrive as anticipated, but we are happy to see you added Route Shipping Protection to your order. 

Because you added Route to your order, your package was insured from loss, damage, and theft. I have gone ahead and reported an issue on your behalf, and a Route representative will be reaching out in the next 24-48 hours to get you taken care of.

If you ever need to report an issue on a future order you can do so through the Route mobile app (iOS or Android), through the email you receive from Route after placing your order, or by going to claims.route.com

All the best,

{signage}

When customer’s reported issue is denied:

Hi there, 

Thanks for reaching out to the support team at {Merchant Name} about your Route issue. 

I just looked into the status of your reported issue and it looks like it was denied because it did not fall within Route's Policies {or add reason}. In order for the reported issue to be approved it must be stolen, lost, or damaged and be within their designated timeframes. If you feel there has been a mistake, please let us know or reply to the email you received from Route. 

All the best,

{signage}

When customer reaches out about the status of their Route Issue:

Hi there, 

Thanks for reaching out to {Merchant Name}. Not only can you report an issue with Route by going to claims.route.com, but you can also check the status of your issue there. 

Simply enter the email address you used at checkout and your order number and Route will provide you an update on the status of your reported issue.

All the best,

{signage}

When customer inquires about Route policies:

Hi there,

Thanks for your email inquiring about package protection policies. I have listed below a brief summary of Route Shipping Protection coverage, but you can review the full policies here.

  • Lost - stuck in transit

Domestic: The issue must be filed between 7 and 30 days from the last shipping update. 

International: The issue must be filed between 20 and 30 days from the last shipping update. 

  • Stolen - marked as delivered

The issue must be filed between 5 and 15 days from when the order was marked delivered. 

Stolen orders over $100 USD require a police report. 

  • Damaged

The issue must be filed with photos of damaged package and item, no later than 15 days from when order was marked delivered.

All the best,

{signage}