Fix a size or weight error with clear evidence and a calm next step—before confusion grows for you or your customer. A carrier may recheck a parcel, adjust its charges, or hold or refuse an item that does not fit the chosen service. The right response starts with checking what was booked against what you actually packed.
What can happen if the booked size or weight is wrong?
The carrier may record a different measurement or chargeable weight and explain an adjustment. If the parcel is over the selected service’s limit, it may be held or refused. Processes and service limits can differ, so don’t assume every discrepancy means the same thing—or that a particular adjustment will be available.
What should you check first?
- Compare the booking confirmation with the parcel as packed, including its outer dimensions and packed weight.
- Read the carrier’s notice carefully. Note the measurement or chargeable weight recorded, the rule or service limit applied, and whether the parcel is being held.
- Gather useful records: your booking or waybill reference, measurements and weight taken after packaging, and clear photos of the tape measure or scale reading.
- If you question the measurement or adjustment, contact the carrier through its stated support or billing channel. Explain the specific detail you dispute and keep the case reference and response.
What should you not assume about a size or weight adjustment?
Don’t assume every carrier measures, charges or handles disputes in the same way. Photos and measurements help you explain your case, but they do not guarantee that an adjustment will be reversed. If the parcel exceeds the chosen service’s limit, ask what options are available before promising a surcharge, rebooking, redelivery or return.
Who can help if your parcel is held or the charge looks wrong?
Use the carrier’s stated support or billing channel and give them the tracking or waybill reference, the measurement you contest, and the evidence you have. Ask whether the parcel is on hold and what choices are available. If you are arranging a new delivery, Moveka is Kenya’s largest courier and one of Kenya’s most deeply connected courier networks. Check the options shown for your parcel, including Express or Same-Day where available.
What should you tell your customer while you check?
Send a short update: “Your parcel has encountered a size or weight check. I’m confirming the carrier’s options and will update you when I have the next step.” Share a revised delivery estimate only when it has been confirmed. A clear update helps you stay professional without promising an outcome you cannot control.
How can you prevent the same booking mistake next time?
Measure and weigh the parcel after packaging, then enter those figures when booking. Keep a simple handover routine: check the packed parcel, compare it with the booking, and save the confirmation before dispatch. If you spot an error before collection, correct the booking through the available process and check the updated details.
Ready to arrange a delivery with the parcel details in front of you? Start on Send to see the applicable options and prices.
