Know exactly what you’re paying for before you send money: the goods price belongs to your order, while delivery is a separate charge. A quick check can help you catch a mismatch or suspicious request before it becomes a costly mistake.
Want to check the delivery options and price that apply to your parcel? Start on the Send page.
The common belief: one total means one payment
A single amount can blur two different things: what you owe the seller for the goods and what you owe for delivery. Don’t assume a courier’s delivery charge includes the goods, or that a request for the goods price covers delivery.
What is actually true: check each amount separately
- Compare the request with the seller’s original order or invoice.
- Ask the seller to show the goods amount and delivery amount separately.
- If the total has changed or the breakdown is unclear, pause and verify it with the seller using contact details you already trust.
- Check the delivery options and applicable price on the Send page before arranging your parcel.
How can you check if an M-PESA payment request is genuine?
A convincing message or screenshot is not proof that a payment request is genuine. Verify the amount and recipient independently before you pay.
- Contact the seller through a number or channel you already know, not details supplied only in a suspicious message.
- Check your own M-PESA confirmation and account activity. Don’t rely on a screenshot or a message displayed on someone else’s phone.
- Never share your M-PESA PIN or personal details, and don’t follow a caller’s instructions to dial a code.
- If the payment recipient or amount does not match what you agreed, stop and confirm the details before proceeding.
Who handles a product-quality complaint or delivery damage?
For a product-quality problem, start with the seller: the seller supplied the item and can address whether it matches what you bought. Keep your order details, invoice or receipt, warranty and written messages. If the parcel or item appears damaged in transit, photograph the packaging and damage, then notify both the seller and the delivery provider promptly. Your agreement and the circumstances can affect who is responsible, so keep a record of what happened and when.
Why do goods and delivery charges get confused?
People may discuss the order as one total even when the goods and delivery are handled separately. That makes it easy to mistake a delivery request for a seller’s payment—or to pay an amount that does not match the agreement. Ask for the breakdown before sending money, and keep the confirmation with your order records.
With Kenya’s largest courier and one of Kenya’s most deeply connected courier networks, Moveka helps you take the next step with a clearer view of the delivery options for your parcel.
Ready to arrange delivery without guessing at the applicable options or price? Start your parcel on the Send page.
