Delivery assignments need evidence of collection, delivery, refusal, and return. Define exception handling before the vehicle leaves the collection point.
Create a usable dispatch record
List collection references, destinations, contacts, delivery windows, and handling needs. State who loads and unloads and how delivery evidence reaches the office. Limit customer information to what the driver needs. A practical record lets dispatch reconcile the route without reconstructing several disconnected calls. Confirm that the vehicle and relevant licence details match the actual assignment rather than assuming experience with a smaller vehicle transfers automatically.
Give authority for failed deliveries
Name the person who approves waiting, a second attempt, an address change, or return to base. Explain how a refusal or closed gate is reported. Do not expect the driver to improvise payment or replacement arrangements unless agreed. Track exceptions while they happen so the office can update customers. The shortest route is not always the right sequence if it ignores delivery windows and access constraints.
Reconcile the load when the route closes
Compare dispatched items with delivery evidence and returns. Record discrepancies while the items can be inspected and the sequence explained. Review repeated access problems before another run. A completed movement is not a complete handover when evidence is missing. Use the review to clarify instructions and responsibilities instead of judging the route only by elapsed time or assuming every uncompleted drop was within the driver control.
Define the load and proof of delivery
A delivery brief should identify the vehicle, load size, collection point, destination list, and any handling requirements. Ask how the driver records collection and delivery without exposing unnecessary customer information. Some assignments need a named recipient and a signed handover; others use a dispatch reference. Decide which evidence your business accepts before the first trip. Clarify whether loading, unloading, cash collection, or returning packaging forms part of the role. Those responsibilities should not appear unexpectedly when the driver reaches the collection point.
Plan exceptions as well as successful drops
Ask what happens when a customer is unavailable, a gate is closed, a package is refused, or an address cannot be found. Give the driver a dispatch contact who can authorise waiting, redelivery, or return to base. An efficient route is not simply the shortest distance: opening hours, loading access, and promised delivery windows also matter. Group nearby stops where practical, but verify the final sequence against customer availability. Keep a record of changes so the office can answer customer questions without repeatedly interrupting the driver.
Match the vehicle and experience to the assignment
Explain the type of vehicle the driver will operate and check relevant licence details before assigning work. Experience with a small delivery car should not be treated as proof of suitability for a larger commercial vehicle. Discuss vehicle inspection, fuel recording, securing the load, and reporting damage. For repeat routes, review missed deliveries and recurring access problems alongside completion time. A driver who reports a problem promptly gives dispatch a chance to resolve it; a completed route with missing handover evidence can still create avoidable disputes.
Put the actual Nairobi pickup in your brief
For Westlands, confirm the building entrance with your host. In Kilimani, include apartment or office gate instructions. For Karen, identify the exact property meeting point. Upper Hill bookings need the office visitor and collection procedure. For Ruiru, state whether the work is local or includes a Nairobi return. These are planning questions, not promises of fixed journey times; confirm access and timing for the actual day.
Frequently asked questions
What counts as delivery evidence?
Agree the required acknowledgement or reference before dispatch and specify how it reaches the office.
Who approves redelivery?
Name the dispatcher or authorised person and define how the driver reaches them.
Is loading automatically included?
No. Specify loading, unloading, handling, and equipment responsibilities in the brief.
How should refused items be handled?
Contact dispatch and follow the agreed return or redelivery procedure, recording the exception.
Should cash collection be assumed?
No. Agree whether handling money is part of the assignment and how it is recorded.
What should be checked before loading?
Confirm vehicle suitability, relevant licence details, load requirements, and who handles the goods.
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