Keep overseas buyers confident with updates that explain what’s known, what may happen next and when you’ll share more. A calm message can turn a tracking pause or document request into a clear next step.
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When should you message an overseas buyer?
Send a note when a document request appears, when tracking shows a new processing stage, or when the parcel moves from international tracking to a local delivery partner’s updates. Don’t wait for the buyer to ask—and don’t treat a quiet tracking period as proof that a parcel is lost, cleared or out for delivery.
- Before dispatch, keep the buyer’s contact details and an accurate description and declared value of the goods available.
- If extra information is requested, check the request for exactly what is needed and who must provide it.
- Share a tracking reference or partner link only after confirming it applies to that parcel.
What can you say about customs or extra documents?
A customs authority or carrier may ask for clarification or supporting documents about a parcel’s contents, value or description. Requirements can vary, so don’t present one document list as something every buyer will need.
Short message: when more information is requested
“There’s a request for [the information or document named in the notice] for your parcel. Please review the request and provide it to [the party identified in the notice]. I’ll share another update when the tracking status changes.”
How do you explain a customs update without overpromising?
Short message: tracking shows customs processing
“The latest tracking update shows your parcel is in customs processing. This scan doesn’t confirm that clearance is complete. I’ll let you know when there’s a meaningful status change.”
How do you explain the handover from international to local tracking?
International tracking may show arrival or processing, while a local delivery partner may provide the next scan or more detailed updates. A location scan can name a processing hub rather than the buyer’s address. Tell the buyer what the latest scan actually confirms.
Short message: the next tracking update may come from a local partner
“The latest update shows [the status exactly as displayed]. The next scan or more detailed tracking may appear through the local delivery partner. Here’s the tracking reference or link for this parcel: [confirmed reference or link].”
What should you avoid saying?
- Don’t promise a customs clearance date or say a request is resolved before tracking confirms it.
- Don’t say every parcel needs the same documents.
- Don’t treat arrival in the destination country as proof that the parcel is cleared or out for delivery.
- Don’t describe a tracking location as the buyer’s address unless the scan says so.
Moveka is Kenya’s largest courier and one of Kenya’s most deeply connected courier networks. For your next parcel, start on Send to see the options and prices that apply.
