How do I contact the support team?
If you need assistance with EasyRoutes, our Help Center is powered by an AI assistant, which is available 24/7 to help you find the answer you need or to connect you with our team.
When we receive a support request from you, we'll get back to you as soon as possible. Our normal business hours are Mondays to Fridays between 9:00am and 5:00pm Eastern Time (ET), except for recognized holidays. During business hours, you can usually expect to receive a response within a few hours. Requests outside of business hours may take a little longer (e.g. next business day).
We constantly monitor our services for maximum uptime and reliability. For the latest updates to any current or past critical issues, please visit our status page.
Support is by email. We don't currently offer phone support or live chat.
Send us a message through in-app support
You can reach our support team by sending us a message through our in-app support. Just click the help bubble icon in the bottom-right corner of the screen when you have EasyRoutes open. While our AI assistant is available 24/7 to help answer questions, our team is available directly via email and will get back to you as soon as possible.
Send us an Email
You can always send our support team members a quick email for support at support@roundtrip.ai directly, by clicking on "Get Help" while you are on our support Help Center, or through the support form provided from the Settings > Help page within our app.
What our support team can do
We can:
- Answer how-to and setup questions, and help you get EasyRoutes working with your workflow.
- Look into bugs or anything that isn’t working as expected.
- Help with billing questions about your plan, charges or driver seats.
- Handle requests to delete your data.
We can’t:
- Edit your theme, notification templates or store settings for you, though we’re happy to explain what to change and where.
- Phone you. We assist via email and chat, so everything we send you is written down for later.
Tips on getting your support request resolved quickly
Our team reviews every request to ensure that we have the right information for diagnosing your issue. If you are able to provide the following in advance, we can work quickly on resolving your issue without the need to ask for more information:
- Provide a clear description of the issue that you're experiencing.
- Share screenshots or additional information that can help describe your issue before we get back to you. You can always reply to your support email thread with these additional details. This will let us help you more quickly. Examples:
- the route #, order # and stop # where you are experiencing these issues
- Share if there are things that you've done or tried already for resolving this issue, or to confirm that you're experiencing an issue consistently
- if you are contacting us outside of the in-app support beacon, be sure to provide the store URL that you are experiencing the issue at.
If you are using our AI assistant, it’s also important to keep the following guidelines in mind to create good prompts:
- Use correct spelling and grammar.
- Avoid asking vague questions. Be clear, specific, and detailed about your request.
- Provide more specific context to narrow the focus of the response.
- Break down complex requests into multiple shorter prompts.
- Provide feedback to improve your results.
For example, instead of asking, “I need help with notifications”, specify, “How I can check if a notification was sent on a route?”
Questions or issues about delivery orders?
EasyRoutes provides delivery software that stores use to plan and manage their deliveries. We do not handle the delivery process directly, including drivers, vehicles, or order updates. For assistance with delivery orders, we recommend reaching out to the store where you made your purchase directly - find more details in this support article.