Keep custom orders moving and customers confident: set separate expectations for production and delivery, then follow a handover routine you can repeat.
Moveka is Kenya’s largest courier and one of Kenya’s most deeply connected courier networks. When you’re ready to plan a parcel, start on Send to see the applicable delivery options and prices.
The goal: make the made-to-order timeline clear
Customers may expect a custom item to move like ready stock. Set expectations in two parts: when the item is expected to be ready for dispatch, and what delivery estimate applies after you hand it over. State the assumptions behind your plan, and tell the customer if production changes the planned dispatch date.
Keep your order and delivery terms easy to find. A made-to-order item is not, by itself, a reason to assume a customer has no return options; handle concerns against your stated terms and the details of the order.
What routine gets made-to-order parcels out reliably?
Stop arranging every delivery from scratch. Batch orders that are ready and work through the same checks each time:
- Match the finished item to the order, including the approved size, measurements, colour, wording or other personalization.
- Check the recipient’s name, contact details and delivery information against the order.
- Pack and label the parcel, then check that what is inside matches what the customer ordered.
- Record the handover and tracking reference when available.
- Send the customer an update after handover, and share the tracking reference when you have it.
A simple update can cover the essentials: “Your item is ready for dispatch. It was handed over on [date]. Here is the tracking reference: [reference].” Keep the message tied to what has actually happened.
What should you track?
- Orders ready for dispatch and their actual handover dates.
- Whether you shared a tracking reference with the customer.
- “Where is my order?” messages and delivery exceptions.
- Return or complaint reasons, such as fit, incorrect personalization, damage or delay.
Review the pattern regularly. It helps you spot whether to improve production planning, your handover checks, customer updates or packaging.
Is it the courier or the fit? Read the signs
Separate the parcel timeline from the product concern before deciding what went wrong. Check the order confirmation, planned and actual dispatch, and any tracking or delivery events. Then record the customer’s concern in their own terms.
- A late or missing parcel points to a delivery investigation. Check the handover record and available tracking events.
- A delivered parcel with a size, measurement or personalization concern points to a product-fit or specification review. Compare the concern with the original order and approved details.
- If there are both delivery and product concerns, track them separately so neither gets overlooked.
Don’t label every return a courier problem—or dismiss every complaint as a fit issue. Follow the evidence, then fix the step that caused the problem.
The next step: plan your parcel on Send
Moveka’s service portfolio includes Express and Same-Day. Start on Send to see which options and prices apply to your parcel, then build the handover into your order routine.
