It’s our goal to deliver our brand partners and their customers (that’s you!) a fast, easy, convenient, and trust-worthy experience. We’re committed to creating safe, dependable products for our brand partners and their customers to use, and take this responsibility seriously. Just look at our dedication to data protection and security!
Another way we do this is by asking every shopper to verify their identity the first time they file a claim with us. The process is short, simple, and highly secure. It takes one to two minutes to complete, and requires a government-issued photo ID and a device with a camera.
Please read on to learn more about ID verification and what to expect from the process.
How is Route handling ID verification?
Route is partnering with Persona, a trusted, well-regarded third-party vendor used by companies such as Etsy, LinkedIn, and OpenAI. Persona’s process is seamless, quick, and easy, and privacy and security are a core part of their brand. Read more about their privacy policies here.
What does the process look like?
Everyone must verify their identity the first time they file a claim. On all subsequent claims—for any item purchased from any brand or retailer—you will only be required to verify your phone number. Please note, however, that if you use multiple emails to make purchases online, you will be required to verify your identity for each email address used.
The process itself takes approximately one to two minutes, and appears within our claims filing flow. First, you will be asked to upload a photo of a government-issued ID (see your options below), and then to scan your face to ensure a match. (See below to preview a few of the steps in the ID verification process.)
Does this make it harder for me to file a claim?
The claim filing process with Route remains fast and easy. Identity verification requires just a few additional steps and an extra minute or two. And you only have to do it once. The next time that you file a claim with Route using the same email address, you will only need to verify your phone number.
So, while it may add a bit of time upfront, ID verification actually aims to speed up the claims process later, by allowing your claims to be automatically approved and resolved even more quickly in the future.
What if I don’t want to share my personal information with Route?
Route does not store customers’ government IDs or biometric information. Route will only be able to view this information via Persona’s high-security dashboard, when completing fraud checks, as necessary.
What’s the point of verifying my identity?
Route takes all of our responsibilities to our brand partners and our customers seriously. ID verification helps us maintain a safe, secure environment for our fast, easy, and convenient claim filing experience. In the end, this process is meant to enable a faster claims process, and lower the cost of our Shipping Protection to all customers—two things we think go a long way toward a better experience with Route.
What kind of government IDs are accepted?
Accepted forms of government ID include: Drivers License, national ID, municipal ID, passport, passport card, permanent resident card, travel document, visa, and work permit.
What if I don’t have a government-issued ID?
Kindly note that our claims filing process requires this one-time identity verification process with a valid government-issued ID. If you do not have an accepted ID, you will be unable to file a claim with us.