Stop approving returns you cannot verify. Set up a simple process that protects your margin, keeps customers informed, and gets approved parcels moving without a fresh round of guesswork every time.
A clear policy and consistent handover routine help you know what is coming back, what condition it arrives in, and what action to take next. Moveka is Kenya’s largest courier and one of Kenya’s most deeply connected courier networks.
Ready to make approved returns easier to hand over? Start on Send to see the options and prices that apply to your parcel.
The goal: approve returns you can track from request to resolution
Your return process should answer three questions: Is this return approved? What exactly should come back? What happens after you receive and inspect it? Put the answers in plain language before a return request arrives.
What should your return policy include?
- How a customer requests approval and what order details to provide.
- Which items qualify, and the expected condition, packaging, and included components.
- Who arranges and pays for return shipping.
- What happens after inspection, including how you decide whether to refund, exchange, or take another stated action.
The returns routine, in order
- Review the request against your published policy before the parcel moves. Confirm the item, quantity, order details, and reason for return.
- Approve or decline the request, explain the decision, and give the customer clear return instructions.
- For an approved return, create a reference linked to the original order. Save relevant photos or messages with the request details.
- Ask the customer to protect the item with suitable inner packaging, place it in a sound outer box, cushion it so it cannot shift, and seal it securely. If reusing a box, remove or cover old shipping labels before applying the return label.
- Once the parcel is packed, arrange its pickup through Send. Ask the customer to confirm it is ready and share the tracking details.
- Record when the parcel arrives, inspect the item and its components, and log your findings against the same return reference. Then follow the next step in your policy and update the customer.
What should you track for every return?
Keep one record for each return, linked to its original order. Track the reason, decision, item and quantity, relevant evidence, return tracking details, receipt, inspection findings, and resolution. Review the reasons and condition regularly to spot recurring product, listing, or packaging issues.
Common returns mistakes that cost you time
- Approving a return without recording the item, quantity, reason, and decision.
- Leaving customers unsure about eligibility, packaging, or what happens after inspection.
- Accepting a return without noting its condition and included components on arrival.
- Reusing a box without covering old shipment labels or cushioning the item against movement.
- Arranging every handover from scratch instead of using the same approved-return routine.
Make returns a process, not a panic
Publish your policy, use one reference per approved return, and make pickup the final handover step. When a return is approved and packed, use Send to check the options and prices that apply to your parcel.
Put your next approved return into a repeatable routine—start on Send and choose the option that fits your parcel.
