Delivery Is Part of the Product Experience

Customers do not experience delivery as a separate operational detail. They experience it as part of the order.

If delivery is unclear, the product feels harder to buy.

Show fulfillment choices early

Stores should define whether they support:

• pickup
• seller delivery
• courier delivery
• scheduled delivery
• delivery zones and fees

When customers know the fulfillment options before placing the order, sellers spend less time explaining logistics.

Use zones instead of vague promises

“We deliver around Nairobi” is less useful than:

The exact zones will vary, but the pattern is consistent.

Courier onboarding

Courier profiles should capture:

• name and phone
• service area
• transport type
• working hours
• package limits
• verification status
• payout method

That makes courier assignment more reliable when Uraibu starts routing orders.

Status updates matter

Delivery status should be visible to the seller and, where possible, the customer:

• accepted
• preparing
• ready for pickup
• out for delivery
• delivered
• failed

Clean delivery status reduces “where is my order?” messages and gives sellers a better operating rhythm.