Settle who pays before the buyer asks
Keep orders moving and look professional by agreeing on delivery costs before you confirm the sale. Whether your customers are around Eastleigh, Gikomba, Kilimani or Githurai, make the goods price, delivery charge and refusal plan clear in one message.
Moveka is Kenya’s largest courier and one of Kenya’s most deeply connected courier networks. Start on Send to see the delivery options and prices that apply to your parcel.
What should you have ready before confirming an order?
Have the item, recipient’s name and phone number, delivery location, payment arrangement and a plan for a refused or missed handover ready. Putting these details together helps you avoid repeated messages and last-minute confusion.
Who pays for delivery: you or your buyer?
Choose one clear arrangement and tell the buyer before confirming the order: delivery is included in the goods price, you pay the delivery charge separately, or the recipient pays the delivery charge. If the charge is separate, state the amount or tell the buyer when they will see it. Don’t leave the payer or charge unclear.
How do you explain recipient-paid delivery in one message?
Use direct wording such as: “The item costs [goods price]. Delivery is paid by the recipient; I’ll share the delivery charge before confirming the order.” Replace the bracketed text with your actual goods price, and share the applicable delivery charge before the buyer commits.
Keep delivery payment separate from payment for the goods in your explanation. If you use pay-on-delivery wording, specify that payment is digital and must be confirmed before the parcel is released. Do not imply that the recipient can pay cash on delivery.
How to set up a repeatable delivery handover
- Confirm the item, recipient’s name and phone number, and delivery location.
- Agree who pays the delivery charge and when the buyer will know the amount.
- Explain the payment method. For pay on delivery, state that payment is digital and must be confirmed before release.
- Agree what you will do if the recipient refuses or cannot receive the parcel. Decide who you will contact, whether you will arrange another handover, how any return or redelivery costs will be handled, and what happens to the order and payments.
- Record the agreement in one written order confirmation. Prepare the parcel and order details, hand them over to the courier, share any available status information with the customer, and note the outcome.
What happens if a customer refuses the parcel?
Avoid a dispute by agreeing on the refusal plan before dispatch. Tell the buyer how you will contact them, whether you will consider another handover, and how any return or redelivery costs and payments will be handled. Check the terms for the specific booking rather than assuming what the courier’s refusal or return process will be.
Final checks before you send the order
- The buyer knows whether delivery is included, seller-paid or recipient-paid.
- Any separate delivery charge is stated or its timing is clear.
- The payment method is understood; pay-on-delivery means digital payment confirmed before release.
- The buyer knows what you plan to do if the parcel is refused or cannot be received.
- The order confirmation and relevant delivery updates are kept for reference.
Common delivery-charge mistakes to avoid
- Surprising the buyer with a separate delivery charge after confirming the order.
- Treating payment for the goods and payment for delivery as if they are the same thing.
- Assuming the buyer knows what will happen if they refuse or miss the parcel.
- Using pay-on-delivery wording without explaining that payment is digital and confirmed before release.
Make your next handover easier to organise: start on Send to see the delivery options and prices that apply to your parcel.
