Keep orders moving and customers confident: send a clear delivery update first, and keep promotions out of the same message. A simple handover routine helps you cut down on “Where is my order?” questions and look professional as your business grows.
Should delivery updates and promotions be separate?
Yes. Make an order update about that order: identify your business, share the current status, and give the recipient the next useful step. Send a promotion separately, and check that the customer’s contact details may be used for marketing before you send it.
What belongs in a delivery message?
Keep the message specific to the customer’s order. Say who you are, state what has changed, and explain any action the recipient needs to take. Avoid adding a product pitch, discount, or unrelated offer—the customer should not have to guess whether the message is about their parcel or a sale.
How do you keep customer delivery messages clear?
- Confirm the recipient’s contact details and delivery instructions before handover.
- Record when the parcel leaves your team, then send an update that matches its actual status.
- Use a consistent format so customers can quickly recognise who is contacting them and why.
- For promotions, explain the marketing purpose when asking permission and make it straightforward to opt out.
What does a clear delivery update look like?
For example: “Hello, this is [Business]. Your order is with our delivery team. Please keep your phone available in case they need help with the handover.” It identifies the sender, gives an order-related update, and tells the recipient what to do—without turning the notice into an advert.
What if you have a promotion to share?
Send it as a separate marketing message, not as an extra line in a delivery notice. Make clear who is contacting the customer and why, and give them an easy way to stop receiving promotions. Keeping the purposes distinct helps recipients recognise an important order update.
Moveka is Kenya’s largest courier and one of Kenya’s most deeply connected courier networks. Build a handover routine that suits your orders, then explore delivery options for your parcel.
Ready to move your next order? Start on the Send page to see the delivery options and prices that apply to your parcel.
