Know who to chase when a parcel goes wrong—and keep the proof that shows who had it. Before your goods pass through several companies, pin down who you booked, who will physically carry the parcel, and who owns your complaint.
See the delivery options and prices that apply to your parcel on the Send page.
Who answers if several companies handle your parcel?
Start with the company named in your booking terms: that is your first contact for a complaint. But do not assume the booking platform is also the company that collects or carries the parcel. Ask for the name of the physical handler and one named contact responsible for following your issue through.
What does your booking cover—and what proves collection?
A booking confirmation can show that a delivery was arranged. By itself, it may not show that anyone took physical custody of your parcel. Ask for a collection receipt or acceptance scan linked to the parcel, then keep it with your booking confirmation and payment record.
What should you agree before handing over your goods?
Get clear answers in writing before the parcel leaves your hands. Make each handover easier to trace by checking what the records will show.
- Who did you contract with, and which company or agent will collect and carry the parcel?
- Could another company or agent handle it along the way, and who will tell you if the handling changes?
- Who is your single complaint contact from collection to delivery?
- Will each handover record include the parcel reference, date and time, receiving company or agent, and parcel condition?
- What is the process for a lost or damaged parcel? Ask about claim deadlines, required evidence, compensation limits and exclusions, and any packaging or declaration rules.
How can you protect your proof?
Before sealing the parcel, photograph the item and its packaging, and keep evidence of its value. Save the booking record, payment record, collection receipt or scan, and every handover update together. If something goes wrong, write to the provider named in your booking terms with the parcel reference, dates, a short account of the handovers, and your supporting records. Keep the case number and replies.
What if the platform and carrier point at each other?
For example, if your booking record shows a reservation but you have no collection receipt, ask the booking contact to identify the collecting company and provide the acceptance record. If you do have a scan, include it in your written complaint and ask the named contact to trace the next handover. Keep the conversation in one thread so the record stays clear.
Is a booking receipt enough if your parcel is damaged?
No single receipt tells you every term that applies. Check the provider’s actual claim process and what evidence it requires; do not assume a booking confirmation alone proves the parcel’s contents, condition at handover, or compensation entitlement.
Choose a courier with a clearer chain of custody
Moveka is Kenya’s largest courier and one of Kenya’s most deeply connected courier networks. Before you send, use the available delivery details to understand your options and keep responsibility clear from the first handover.
Check the options and prices that apply to your parcel and take the next step on the Send page.
