Route

Forbes just wrote about the least glamorous part of DTC, and the one we believe matters most. Everyone obsesses over the moment before someone hits "buy." But everything that happens after checkout? That's where customer loyalty is earned. Our CEO Eric Kobe got to weigh in, along with a few of the brands doing it right. Worth a read 📚! Check out the article at the link below 👇 https://lnkd.in/gHBWiMTg

Online shopping habits continue to change and returns are becoming much more than just a post-purchase afterthought. Our CEO Eric Kobe wrote about this in Total Retail this week, taking a closer look at how the rise of the "try-on economy" is changing the post-purchase experience and sharing his perspective on how brands can adapt while balancing costs and customer loyalty. Check out his thoughts here 👇 https://lnkd.in/gWpnzYUd

Our CEO Eric Kobe joined Customer Experience Dive to talk about how smart brands are investing in returns, tracking, and delivery to protect revenue and turn the post-purchase experience into a growth engine. Check it out here 👇 https://lnkd.in/gVAtq58J

In case you missed it: Route is in CNBC! Returns continue to be one of the most complex and costly parts of the retail journey, and our own research found that the post-purchase experience today factors heavily into where consumers shop. This shows why it’s so critical to deeply understand your customer base and bring them a post-purchase experience that solves for their unique and specific needs. Uber moving toward flexible returns and fast refunds underlines exactly that: beyond just convenience, their customers want flexibility and speed to define their shopping experience. Handled well, the returns experience is where expectations are met – or missed entirely. It’s a moment that can quickly shape long-term brand perception. Thank you, Lola Murti, for including our research in your reporting. Read the full story here: https://lnkd.in/dyEcE9P6 

We’re thrilled to welcome Arman Panjwani (CFO) and Alexandria O. (VP of Enterprise Revenue) to the Route leadership team. We’ve spent the last few years redefining the post-purchase experience. Now, with Arman and Alexandria on board, we’re ready to hit the accelerator and scale this platform to heights we’ve only imagined. The foundation is built. The momentum is real. Next stop: Everywhere. 📈 Help us welcome them to the team! 👇 The full scoop: https://lnkd.in/gJuyivkc

The 2026 shopper has officially leveled up. Are you keeping pace? 📈 Our CEO, Eric Kobe, just dropped the highlights from our latest Consumer Pulse Check. If you’re in ecommerce, this is your roadmap for the year. Check out Eric’s full breakdown below. 👇 https://lnkd.in/ghj-XHeN

Where consumers choose to shop, and whether they come back, is increasingly influenced by everything that happens after checkout. Today, we released new consumer survey data on how one key area of that post-purchase experience shapes shopping behavior and loyalty: returns. The findings show that a comprehensive post-purchase experience plays a significant role in earning trust and driving repeat business from shoppers of all ages. A few of our favorite findings: 🛍️ 97% say a positive return experience makes them more likely to shop with a retailer again 💻 93% review return policies at least occasionally before making a purchase 📦 82% of consumers say easy return options influence their decision to try a new brand 💸 57% say of consumers say free return shipping makes them feel the most confident purchasing from an online retailer At a time when tightened budgets play an important role in where and when people shop, confidence matters deeply. Free returns, instant exchanges, and flexible resolution options help reduce uncertainty and give customers the reassurance they need to confidently make a purchase and keep coming back for more. Read through the full findings on our blog, linked below. What stands out the most to you? https://lnkd.in/gC98xeGr 

We recently announced our acquisition of Frate. As we continue building the leading post-purchase platform, we weren’t going to settle for a returns solution that wasn't best-in-class. Just as our package protection and order tracking lead the industry, we knew brands and consumers deserved that same gold standard for returns. Route now brings a modern, exchange-first approach to returns that aligns with how today’s leading brands like Caraway, Honeylove, Monos, Javvy, and Oliver Cabell operate. But don’t just take our word for it. Hear directly from Mike Wu, Director of Ecommerce at Monos, one of Shopify’s leading brands, on why they chose Frate. Check out the video here: https://lnkd.in/g_fVcJH4

The Route team is heading to eTail™ West in Palm Springs next week! We have lots of exciting events, and the team would love to meet you. Monday 12pm-4pm: Surfing Event at Palm Springs Surf Club alongside SLTWTR, Shopify, Klaviyo, Gorgias, Triple Whale, Bazaarvoice, Rivo, and FUEGO.io 🔗 RSVP here: https://lnkd.in/e4ru7uxr Monday 7-9pm: VIP Dinner with Rivo at Mastro’s Steakhouse (12 total seats) 🔗 RSVP here: https://lnkd.in/eFCpS93f Tuesday-Wednesday: Visit Booth 806 in the Exhibit Hall for a chance to go home with a Monos Aluminum Carry-On (~$1,000 in value). The team hopes to see you there!

We’re excited to announce that Route has acquired Frate Returns, the leading AI-driven returns and exchanges platform for modern ecommerce brands. Frate has built a best-in-class returns experience that turns a traditionally complex, margin-eroding process into a growth lever for brands and a seamless experience for shoppers. By bringing Frate into Route’s post-purchase platform, brands can now manage the entire journey after checkout in one place. From package protection and tracking to returns and exchanges, these solutions are now integrated and designed to deliver the best shopper experience in the market. This acquisition strengthens Route’s position at the center of the post-purchase experience and accelerates our vision of delivering a unified platform that drives confidence, loyalty, and long-term growth for merchants worldwide. Read the full announcement here: https://lnkd.in/d4mSzYvW