Keep the sale moving without agreeing to terms you can’t support: set your inspection rule, confirm meeting-point changes in writing and handle complaints calmly. A clear message now can save you a long back-and-forth later.
When the details are clear, get your parcel moving with Kenya’s largest courier and one of Kenya’s most deeply connected courier networks. Start on the Send page to see the options and prices that apply to your parcel.
When should you message a buyer?
Message before dispatch whenever the buyer asks to inspect, changes the meeting point or needs your returns rule clarified. Confirm the handover details in writing, including who will receive the parcel and a recognizable landmark or building entrance. Keep the final details together so you can refer back to them.
What can you say? Short customer-message examples
If a buyer wants to inspect before paying
“I can explain my inspection policy before we confirm the order. Please let me know what you’d like to check, and I’ll confirm what I can accommodate.”
Decide what inspection means for your item and state your rule plainly before dispatch. Don’t imply the buyer can open or use the item before payment unless that is part of your stated arrangement. If payment on delivery is part of your arrangement, make clear that payment must be digital and confirmed before the parcel is released.
If the buyer changes the meeting point
“Please send the new meeting point in writing, with a nearby landmark or building entrance. Also confirm who will receive the parcel so I can update the handover details before dispatch.”
Don’t rely on a vague location or an unconfirmed change. Get the new details in writing and make sure the person receiving the order is clear.
If a buyer asks about your returns policy
“My returns policy is [briefly state your rule]. If there’s a problem with the item, please message me with your order details and describe the issue so I can review it.”
Replace the brackets with your actual policy and share it before a dispute. Explain how and when buyers should report a product issue and what details to include. Avoid presenting a blanket “no returns” statement as overriding any applicable consumer rights.
If a buyer says the product or delivery has a problem
“I’m sorry there’s a problem. Please share your order details, when you first noticed it and a relevant photo if you can. I’ll check whether it concerns the item or the delivery and follow up on the facts.”
Keep product-condition concerns separate from reports of delay, damage or loss in transit. Ask for relevant details, keep the messages and any supporting records, and avoid assigning blame before you’ve checked what happened.
What should you avoid saying?
- “Fine, we’ll figure it out there.” Confirm the inspection or handover rule before dispatch.
- “I know where you mean.” Ask for a written meeting point and recognizable landmark.
- “That’s the courier’s fault.” First establish whether the complaint concerns the item or the delivery.
- “No returns, no matter what.” State your actual policy clearly without dismissing applicable consumer rights.
Ready to make your next handover easier?
Set the buyer’s expectations, confirm the details and prepare the parcel. Then start your delivery on the Send page and choose from the options and prices that apply.
