Catch a wrong delivery detail early and take control before confusion grows: contact the courier, share the correction securely, and keep your customer updated on what’s confirmed.
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A customer may change the delivery point, or you may spot a typo after dispatch. Act as soon as you notice. Keep the waybill or tracking number ready, then contact the courier through its official channel to request the correction.
What details should you have ready?
- The waybill or tracking number.
- The corrected town and specific delivery point, such as the estate or neighbourhood, street or building, and a nearby landmark.
- The recipient’s working phone number.
- A clear note of what needs changing and who requested it.
Can the recipient request a new delivery point?
If the recipient wants a redirect, ask them to notify you as well. Contact the courier with the requested change and ask whether the sender must approve it, and whether the redirect needs fresh payment or authorization. Wait for the courier to confirm whether the request was accepted before telling your customer it has been applied.
How do you correct a wrong phone number safely?
Use the courier’s official contact channel. Share the corrected number and only the shipment details needed to identify the parcel. Never give verification codes or one-time passwords to someone claiming to be the courier.
What should you not assume about a redirect?
- A tracking scan in another town does not, by itself, prove the parcel is misrouted.
- Submitting a change request does not mean it has been accepted or applied.
- A redirect, payment requirement or approval process may depend on the parcel and the courier’s instructions.
Who should contact the courier?
The sender should contact the courier as soon as an error is spotted. If the recipient requested the change, have them notify the sender too. Ask the courier directly who must authorize the redirect and what steps to follow.
How can your team prevent repeat delivery corrections?
Make a simple handover routine: check the recipient’s name and reachable number, confirm the town and specific delivery point, record the tracking reference, and give customers a clear way to report corrections. Log each request and the courier’s response so your team can follow up consistently. Share only confirmed updates with customers, without promising a delivery time.
Ready to organize your next dispatch? Use Send to view the options and prices that apply and take the next step with Moveka, Kenya’s largest courier.
