Keep customers calm and your delivery process organised when a disruption hits: say what you know, be clear about what you don’t, and give each customer a useful next step.
If you need to arrange a delivery, start on the Send page to see the options and prices that apply to your parcel.
When should you send a disruption update?
Send an update when a confirmed closure, service interruption or safety concern could affect an order. Before calling a disruption confirmed, check the latest notice from the authority responsible for the affected road or service. Include who issued the notice and when you checked it. If you cannot verify a report, say it is unconfirmed.
Be specific about the affected section: name the road or service, and use familiar junctions or landmarks to help customers understand what is affected. Explain what it means for their order. Only share a diversion or alternative when it is confirmed.
What can you say? Ready-to-send customer messages
- Confirmed disruption: “An official notice from [issuing authority], checked at [time], confirms a disruption on [affected road or section]. This may affect your order. We’re monitoring the update and will let you know when we have reliable new information.”
- Unconfirmed report: “We’ve seen a report of a possible disruption on [road or service]. We haven’t verified it, so we don’t want to present it as confirmed. We’re checking for an official update and will let you know what we learn.”
- No confirmed reopening time: “We don’t yet have a confirmed reopening time for [affected section]. We’ll update you when we have verified information.”
- Safety pause: “We’re holding your order while [affected section] is unsafe to travel through. We’ll send another update when we have reliable information.”
How do you keep every affected customer informed?
- Record which orders may be affected and the disruption status you have verified.
- Choose one person to check official updates and keep the order notes current.
- Message each customer through the channel they already use with your business.
- Send a follow-up when the status changes. Don’t guess at an arrival or reopening time.
What should you avoid saying during a disruption?
- Don’t repeat a rumour as fact. Label an unverified report clearly.
- Don’t give a guessed reopening time or promise when an order will arrive.
- Don’t direct a courier through an area that may be unsafe. Pause movement and update the customer instead.
- Don’t leave customers with a vague notice. Name the affected section, explain what it means for their order, and say when you’ll follow up—without inventing a time for the disruption to end.
Need to arrange a delivery?
Moveka is Kenya’s largest courier and one of Kenya’s most deeply connected courier networks. Start on the Send page to see the delivery options and prices that apply to your parcel.
