How to communicate with your traveler (and what not to do)

The traveler carrying your package is a person with a schedule, a flight, and their own responsibilities. How you communicate with them shapes the entire experience.

Use in app messaging for all delivery-related communication. This creates a timestamped record. If a dispute arises, both parties can reference the conversation. Requests to move everything to WhatsApp or other platforms should be handled carefully; you lose the record.

Respond promptly to traveler questions. If your traveler asks a clarifying question about the contents or the drop-off address, a quick response prevents delays. Slow replies are one of the most common complaints from travelers.

Confirm the handoff time and place 24 hours in advance. Plans change. A brief confirmation message the day before avoids no-shows.

Be clear about the recipient's availability. If the recipient works unusual hours or lives in a building with limited access, say so upfront. "She works until 7pm, best to arrive after 7:30" saves everyone time.

Do not over-message. Once the delivery is in progress, daily check-ins are fine. Hourly messages are stressful for a traveler managing a busy journey.

Do not ask for favours outside the agreed scope. The traveler accepted a specific item at a specific weight. Asking them to pick up additional items or make significant detours is unreasonable unless you renegotiate the booking.

Say thank you. A genuine thank-you message and a five-star review after a smooth delivery makes the traveler more likely to keep doing this, and more likely to accept your next booking.