Get a missing or damaged parcel complaint organized—and keep your customer’s private details out of public posts. A simple incident file helps you explain what happened, show what you’ve already tried and keep your customer informed.
Moveka is Kenya’s largest courier and one of Kenya’s most deeply connected courier networks. Whether you’re investigating a current order or building a smoother dispatch routine, start with clear records.
What is this missing-parcel checklist for?
Use one incident file for each order with a delivery problem. It gives you a single place to track the parcel, your conversations and the next step—so you’re not piecing the story together while your customer waits.
What records should you keep for a missing or damaged parcel?
- Order or invoice reference and the parcel’s tracking number.
- Dispatch date and the delivery date you communicated to your customer.
- A dated timeline of what happened, including when you noticed the issue and each follow-up.
- Copies of messages with the courier and customer, plus any handover or delivery record you have.
- For damage, original photos of the parcel exterior, label, seals, packaging and item. Take them before repacking or disposing of anything.
Who should you complain to first?
For a missing or damaged delivery, start with the courier or delivery provider handling the parcel and use its official complaint channel. Put the complaint in writing so you have a record of what you reported and when. If your customer is instead raising an issue about goods bought from your shop, log their message and respond as the retailer first.
What should you include in a written parcel complaint?
- Identify the order and parcel using the references in your incident file.
- Describe what happened and when, using a short dated timeline.
- List the records you’ve attached and the steps you’ve already taken.
- State the resolution you’re requesting. Ask for acknowledgment, a complaint reference, the relevant claim process and the next escalation step.
How do you protect customer details when sharing evidence?
Keep original photos, messages and documents in your private incident file. Send copies through the courier’s private complaint channel. Before posting anything publicly, obscure customer names, phone numbers, addresses, tracking codes and other identifying details that aren’t needed to explain the issue.
Ready to organize your next delivery?
A repeatable handover routine and a record for each order make it easier to answer customer questions without starting from scratch. When you’re ready to send, open the Send page to see the options and prices that apply to your parcel.
