Route customer service number — a practical, expert guide

Does Route publish a customer service phone number?

Route (Route, Inc., founded in 2017) is a U.S.-based package tracking and protection provider best known for in-app order visibility and insurance-style “package protection.” Route does not maintain or widely publicize a traditional 24/7 toll-free customer service number for consumer claims. Instead, Route routes most customer interactions through its help center and in-app chat so that support agents have purchase metadata, tracking IDs and photos available immediately.

For accuracy and the latest contact methods always verify at Route’s official domain: https://www.route.com and the company help site at https://help.route.com. If you find a phone number online claiming to be Route support, confirm it in-app or on the help site first; unofficial numbers can lead to fraud or delay.

How to contact Route quickly — step-by-step

If you need to open a claim for a lost, stolen, damaged or incorrect delivery, follow the channels that maximize speed and success: in-app chat and the official help center are optimized to collect the data Route needs to process a claim. Using these channels reduces back-and-forth and avoids the common delays that occur when support must manually request order photos, receipts and tracking numbers.

• In-app support (fastest): Open the Route mobile app or the “Track with Route” widget on your retailer’s order page, select the specific shipment, then tap “Help” or “Report an Issue.” This attaches tracking metadata automatically.
• Route Help Center: Visit https://help.route.com to read claim procedures, submit a ticket, and access guided forms for “lost,” “damaged,” or “not delivered” claims. Use the exact order number and tracking number from your merchant when prompted.
• Merchant first: If the item is from a retailer (Amazon, Walmart, independent e‑shop), notify the retailer’s customer service and get a case or order reference — Route often requires confirmation of the merchant’s response before finalizing reimbursement.
• Carrier escalation (when appropriate): For clear carrier responsibility — damaged in transit or misdelivered — contact the carrier directly using published phone numbers (US): USPS 1-800-275-8777; UPS 1-800-742-5877; FedEx 1-800-463-3339; DHL 1-800-225-5345. Route’s team will often coordinate with carrier claim IDs you collect.

What to include when you contact Route

Providing complete documentation at first contact shortens resolution time. Prepare the merchant order number, exact tracking number (e.g., 1Z999AA10123456784 for UPS), purchase date (MM/DD/YYYY), item price and a photo of the damaged item and its packaging. If the item never arrived, include a screenshot of the retailer’s delivery confirmation or the Route tracking screen showing the status and timestamp.

Route processes evidence faster when you submit clear, high-resolution photos (minimum 1024×768 recommended), an itemized receipt or invoice showing merchant name and price, and a short description of the problem (lost, stolen, damaged, wrong item). Keep copies of all chat transcripts and ticket IDs; these are required if you must escalate to the merchant or your payment card provider.

What to expect after you file a claim

Typical first-response time for Route help requests via in-app chat or Help Center is usually within 24–72 business hours depending on volume; more complex investigations (carrier claims or merchant disputes) can take 7–21 business days. If Route approves the claim, refunds are normally issued to the original payment method or via merchant refund within 5–10 business days, though your bank’s posting times may vary.

If Route requests additional information (photos, merchant response, police report for theft), respond within 48 hours to prevent automatic closure; tickets left idle for extended periods are commonly closed after 14–30 days per standard support policies. Keep timestamps and ticket IDs to reference if you need to reopen the case or escalate to your payment card issuer.

Escalation, alternatives and practical tips

If you must escalate beyond Route: first request the merchant’s written position (refund issued, return required, or denied); second, file a formal carrier claim with the carrier using the carrier claim number (retain proof of submission); third, if the merchant and Route both fail to resolve, contact your credit card company and lodge a dispute — card chargeback windows vary by issuer (commonly 60–120 days from the transaction date).

Additional practical tips: keep the original packaging for up to 30 days after you open a claim; use clear filenames and timestamps for photos; capture the merchant’s chat transcript or support ticket number when you contact them. For high-value shipments (items over $200), consider documenting serial numbers and adding a police report if theft is suspected — many insurers and payment networks require that documentation.

Quick checklist before you call or chat

• Order number, merchant name, and purchase date (MM/DD/YYYY).
• Carrier tracking number and screenshots from Route/merchant tracking page.
• High-quality photos of damage or delivery area (time-stamped if possible).
• Receipt or invoice showing price (e.g., $49.99) and payment method.
• Any merchant/ carrier case numbers and previous support transcripts.

How do I contact USPS tracking support for further assistance?

Who do I contact for additional help? You may call this phone number to obtain additional information on USPS Text Tracking: 1-800-222-1811. To obtain help from your mobile device, use any of the following: HELP, INFO, or AIDE.

Does Apple have a customer service phone number?

Apple.com is a convenient place to purchase Apple products and accessories from Apple and other manufacturers. You can buy online or call 1-800-MY-APPLE (1-800-692-7753).

Does Route refund stolen packages?

If your order gets lost, stolen, or damaged during shipping, Route’s expert support team helps ensure that it gets refunded. Refunds are issued to the original method of payment. Route covers the subtotal of the order; shipping costs, taxes, and the Route fee are not included.

Is Route a legit app?

Online shoppers trust Route.
I wasn’t sure about paying for shipping insurance but when only half of my order showed up, I logged in, and Route quickly resolved the issue in less than an hour.

What is the phone number for Route One support?

866.768.8301
Connect with RouteOne
You can call us us at 866.768. 8301 for support on joining the RouteOne Network.

How do I contact route support?

Route’s posts
For any additional questions, please visit our help center or email us at [email protected].