Send a repair or warranty return with every cable accounted for, the device linked to its original customer, and the owner’s data protected. A clear handover record helps prevent avoidable disputes and keeps the repair process organised.
What a reliable repair-return handover needs
Your goal is simple: make it clear which customer and order the device belongs to, exactly what is inside the parcel, and what has been done to protect personal data. Don’t rely on a parcel description alone.
What should you have ready before sending a device for repair?
- A customer or order reference that links the device to its original owner.
- The device make and model, plus its serial number or IMEI.
- A short description of the reported fault.
- A list of every accessory you plan to include, with its name and quantity.
- Purchase or warranty evidence kept with the case record, ready if the repair process calls for it.
Which accessories should you include?
List each item clearly—for example, one charger, one cable, a case or a stylus. Photograph the device and the listed accessories together before packing. If an accessory is not needed for the repair, check with the repair provider before adding it.
How to prepare a device for a repair or warranty return
- Match the device to its customer or order reference. Record the make, model, serial number or IMEI, and reported fault.
- Ask the owner to back up important data. Check the manufacturer’s current repair instructions before changing settings or erasing anything.
- Remove the SIM and any removable memory card where possible. Use a supported repair or privacy mode if available.
- Erase the device only if the repair provider’s instructions allow it. Never put account passwords or device passcodes in the parcel or share them with the courier.
- List and photograph the accessories you are including, then pack the device and items securely.
- At handover, match the parcel to the repair record and check that the customer reference and accessory list are included. Record dispatch and receipt of the sealed parcel, and tell the customer what you sent and how to identify the return against their original order.
Final checks before you hand over the parcel
- Does the repair record identify the customer, order and device?
- Does the accessory list match what is packed?
- Have you checked for a SIM or removable memory card?
- Has the owner backed up important data, and have you followed the repair provider’s instructions before wiping?
- Are passwords and passcodes kept out of the parcel and away from the courier?
Common repair-return mistakes to avoid
- Sending a charger or other accessory without listing it.
- Dispatching a device without a record that links it to the original customer or order.
- Leaving a SIM or removable memory card inside.
- Wiping the device before checking the repair instructions.
- Including or sharing account credentials or device passcodes.
Ready to send your repair or warranty return?
Moveka is Kenya’s largest courier, backed by one of Kenya’s most deeply connected courier networks. Start your parcel on Send to see the options and prices that apply, and choose what fits your delivery.
