Help your customers receive their orders—even when they have a basic phone, a weak signal or an OTP that does not arrive. Give them clear instructions that work without relying on an app.
Get started with your parcel details to see the delivery options and prices that apply.
How to make delivery easier for customers without smartphones
A customer should know what to expect, where to be and what to do if an instruction fails. Moveka is Kenya’s largest courier and one of Kenya’s most deeply connected courier networks. Set your recipient up with simple, readable directions and keep the key details somewhere they can access without internet.
What should you have ready before sending an order?
- The recipient’s correct, active phone number.
- A short message with your name, what the customer should expect, the delivery location and a number to call if instructions are unclear.
- A named alternate recipient, if the customer may be unavailable. Follow the delivery provider’s rules for authorising and verifying that person.
- A booking or tracking reference the customer can keep in an SMS or on paper.
What should you check before choosing a delivery option?
Check how the handover works if the recipient cannot open an app or tracking link, has no internet, or does not receive an OTP. Find out what verification is required, whether an authorised alternate recipient can collect the parcel, and what to do after a failed delivery. Review the provider’s loss-or-damage process, then record the agreed instructions with the order.
How to prepare a customer with a basic phone
- Confirm the recipient’s phone number before dispatch.
- Send a short SMS with the delivery details. Keep essential instructions readable without opening a link.
- If the customer may be unavailable, agree on a named alternate recipient in advance and follow the provider’s handover and verification rules.
- Share the booking or tracking reference and explain how the customer can use it through the available support or tracking channel.
- If an OTP is part of the handover, explain when to use it and how to get help if it does not arrive.
Final checks before your parcel leaves
- Securely prepare and correctly label the parcel.
- Recheck the recipient’s phone number and delivery instructions.
- Make sure you understand the rules for alternate recipients, handover verification and failed deliveries.
- Keep the booking details and agreed instructions where you can find them.
Common delivery mistakes to avoid
- Making app access or a tracking link the customer’s only source of instructions.
- Using an incorrect or inactive phone number.
- Assuming someone else can collect the parcel without checking authorisation rules.
- Leaving the recipient unsure what to do if an OTP or delivery instruction fails.
Ready to send your parcel?
Choose the option that fits your parcel, keep the recipient’s handover instructions ready and start now to see the options and prices that apply.
