What Is It?
We’ve introduced a new feature that allows both customers and merchants to reopen claims that were previously temporarily closed or “soft denied.”
A soft-denied claim is one that has been closed for the time being but may be reopened later under certain conditions. This can happen in two common scenarios:
• Too-Early Claims – A claim was submitted before it was eligible. Once the appropriate timeframe has passed, the claim can be reopened. You can find more information on our timeframe policies here!
• Incomplete Claims – A claim was closed because additional information was needed (for example, more detailed photos of damaged items). Once the missing information is provided, the claim can be reopened and reviewed again.
This update helps reduce back-and-forth between support teams and allows for faster resolution when new information becomes available.
If your claim was recently “soft-denied” and you’d like to reopen it, please follow the insturctions below:
- Visit claims.route.com
- Enter your order details
- Select the "View Claims Details" button
- Click the "Reopen Claim" button
- From there, follow the prompts to complete reopening your "soft-denied" claim.
Who Is It For?
This feature applies across the entire merchant base. It is only available for claims that are soft denied—not for claims that have been permanently closed or rejected.
Why It Matters?
By allowing eligible claims to be reopened, merchants and customers can resolve issues more efficiently without needing to reach out to support to reopen the claim. This ensures smoother communication, quicker resolution times, and a better overall post-purchase experience