Answer “Where is my order?” before buyers have to ask
Repeated delivery questions steal time from your business. Keep buyers informed with a simple handover routine and messages you can reuse—so they know what’s happening before they need to chase you. Moveka is Kenya’s largest courier and one of Kenya’s most deeply connected courier networks.
Ready to arrange your next parcel? Start your delivery to see the options and prices that apply.
When should you update a customer about their order?
Send an update when the order is confirmed, when the parcel is handed over, and whenever you have a verified change to share. If you learn about a delay, tell the customer promptly instead of waiting for them to ask.
Use this order handover checklist
- Confirm the order and check the recipient’s name and phone number.
- Review the delivery details, including the street, estate or building, and house, floor or room where relevant.
- At handover, record the shipment reference and confirm the parcel has actually left your hands.
- Send one tracking link for that shipment. Check that it opens the right parcel, then reuse the same link in later updates.
What should you say? Copy these customer message examples
Order confirmation message
“We’ve received your order, [name]. We’re preparing it for dispatch. We’ll send your tracking link when it’s handed over.”
Tracking update message
“Your order is on its way. Track it here: [link]. Reply here if you need help.” Send this after the parcel has been handed over, and check that the link matches the shipment.
Proactive delay message
“A delay has affected your order. The latest update is [verified status]. We’ll share another update when we have confirmed information.”
Say what you know now. If you don’t have a confirmed arrival estimate, don’t guess. Tell the customer you’ll share another update when you have verified information.
What should you avoid saying about a delivery?
- Don’t say an order has been dispatched before the parcel has been handed over.
- Don’t promise “it will arrive today” or call delivery “guaranteed” unless that exact information is confirmed and appropriate to share.
- Don’t say “the rider is nearby” unless you have verified that status.
- Don’t send different tracking links in different messages. Keep updates consistent and check each link first.
Ready to make your next order handover simpler?
Put your routine into action and spend less time arranging each delivery from scratch. Start your delivery to see the options and prices that apply to your parcel.
