Earn customer trust with a delivery promise your stock room can keep: separate order handling from transport, then update customers whenever the plan changes. That means fewer confused “Where’s my order?” messages and a clearer routine for every parcel.
When you’re ready to arrange a delivery, start on Send to see the options and prices that apply to your parcel.
The goal: promise what your stock room can keep
A customer’s wait has two parts: the time your team needs to prepare the order, and the transport time after handover. Keep them separate in your planning and your customer messages. Use your own order and delivery records to set realistic expectations—don’t describe packing time as courier transit time.
What routine keeps orders moving?
Make handover repeatable instead of arranging every delivery from scratch. Give each order a clear path from confirmed stock to dispatched parcel:
- Confirm the items, quantities and stock status against the order.
- Pack and label the parcel, then stage it in a designated handover area.
- Reconcile staged parcels against your dispatch list before they leave.
- Record the handover or shipment reference so your team can follow the order.
- Send the dispatch update when the parcel has actually been handed over.
How should you set preorder expectations?
Be clear before checkout that an item is a preorder, and repeat the expected dispatch window in the order confirmation. Base that window on what your operation can reasonably support, not on the date you hope stock will arrive.
- Mark preorder items clearly before purchase.
- State when you expect the order to be ready for handover, separately from the estimated transport window.
- If the expectation changes, contact the customer before the previous window passes.
- Explain the revised expectation and the options you can offer.
What should you tell customers about split orders?
Don’t leave customers guessing when an order ships in parts. Tell them which items are in the first parcel, which are still outstanding, why the order is split, and when you expect the remaining items to be ready. Share separate shipment references when available, and keep the order open in your records until every part is accounted for.
What should you track to improve your delivery promises?
Review the points where orders slow down or customers need an update. Tracking the same measures regularly helps you spot a promise your process can’t consistently support.
- Time from order placement to ready-to-handover.
- Time from ready-to-handover to actual handover.
- Time from handover to delivery.
- Preorders with a changed expected dispatch date.
- Split orders with outstanding items.
- Customer enquiries asking where an order is.
Common delivery-promise mistakes to avoid
- Promising dispatch before stock is ready.
- Combining preparation and transport into one vague estimate.
- Waiting until an expected date passes to tell preorder customers about a change.
- Sending only part of an order without explaining what remains.
- Marking a parcel as dispatched before handover has happened.
A dependable routine helps you keep customers informed as your order volume grows. Moveka is Kenya’s largest courier. When you’re ready to send a parcel, go to Send to view the options and prices that apply.
