A customer has agreed to buy, then the delivery amount changes. Pause before dispatch. Tell them what changed, show the revised total and ask them to choose whether to proceed. Their earlier “yes” was based on the first amount; it is sensible to confirm again before acting on a different one.
Reconfirm the whole order, not just the difference
A vague message such as “delivery has gone up” leaves the customer guessing. Give them the new delivery charge, the new total and the reason you know for the change. For example, the parcel details or delivery location may have been entered differently when you checked the options.
Keep the product price visible too. Delivery charges and payment for the seller’s goods are separate parts of the order, so make each amount clear. Don’t present a new total as though the customer already accepted it.
Before messaging, check the parcel’s actual details and locations again. On Moveka, start at /send to see the delivery options and prices applicable to those details. That gives you a current amount to discuss instead of relying on a stale estimate.
A message you can reuse
Hi [name], I’ve checked the delivery details again. The delivery charge is now KSh [new charge], so the total is KSh [product price] for the item plus KSh [new charge] for delivery. The earlier total was based on [brief reason for change]. Would you like to proceed at the updated amount, change the delivery details or pause the order while we decide?
Only include a reason you have verified. If the amount changed because you corrected the parcel size, say so plainly. If you are not sure why, say you are checking the details rather than inventing an explanation.
Work through a simple example
Suppose a seller agrees to sell a handbag for KSh 2,000 and initially tells the customer delivery will be KSh 300. The customer agrees to KSh 2,300 in total. A fresh check for the actual parcel details and locations shows an applicable delivery option at KSh 400.
The revised total is KSh 2,000 + KSh 400 = KSh 2,400. The change is KSh 100. The seller should explain that difference and ask whether the customer wants to proceed at KSh 2,400. The customer can then accept, discuss a suitable change to the order or decide not to proceed. Don’t dispatch on the assumption that the original agreement covers the new amount.
These figures are illustrative only, not Moveka tariffs. Check the actual order for its applicable price.
Make the next step easy to understand
Once the customer replies, repeat the choice they made and confirm the product, delivery charge and total together. If they want to change the parcel or location, check the resulting delivery options again before confirming a revised amount. If they decline or stop replying, avoid presenting dispatch as agreed; follow the arrangement you have with them and the applicable service terms.
For future orders, check the delivery amount using the parcel’s actual details before you send the first total. If anything material changes, reconfirm before moving ahead. This small pause protects trust and prevents a surprise at the point when both sides expect the order to be settled.
Make Moveka your next quote for this order: enter its real parcel details and locations, review the applicable options, then give your customer a clear choice.
