Ecommerce delivery in Kenya: quote fees, manage pickup and handle returns Ken Designers | Buyer decision and acceptance worksheet Prepared 13 October 2026. Illustrative planning tool; confirm your own business rules. Business and contact: ____________________ Current website or system: ____________________ Primary problem and evidence: ____________________ Who will operate the result: ____________________ Budget range and target date: ____________________ DECISIONS TO DISCUSS 1. Map service areas using real fulfilment capability Required behaviour / exclusions: ____________________ Supplier answer and evidence: ____________________ 2. Choose the matching and fallback rules Required behaviour / exclusions: ____________________ Supplier answer and evidence: ____________________ 3. State delivery assumptions before payment Required behaviour / exclusions: ____________________ Supplier answer and evidence: ____________________ 4. Test checkout and fulfilment together Required behaviour / exclusions: ____________________ Supplier answer and evidence: ____________________ 5. Keep dispatch and payment records separate Required behaviour / exclusions: ____________________ Supplier answer and evidence: ____________________ 6. Turn the returns policy into an operating process Required behaviour / exclusions: ____________________ Supplier answer and evidence: ____________________ ACCEPTANCE CHECKS [ ] Supported local address — Does the correct method and approved fee appear? Expected result / responsible owner: ____________________ Observed result and date: ____________________ [ ] Unsupported destination — Is the limitation explained before payment? Expected result / responsible owner: ____________________ Observed result and date: ____________________ [ ] Pickup selection — Are location, hours and collection confirmation clear? Expected result / responsible owner: ____________________ Observed result and date: ____________________ [ ] Mixed basket — Do bulky, preorder or restricted items change the promise? Expected result / responsible owner: ____________________ Observed result and date: ____________________ [ ] Failed delivery attempt — Who contacts the buyer and approves another attempt? Expected result / responsible owner: ____________________ Observed result and date: ____________________ [ ] Returned damaged parcel — Who records evidence, updates stock and decides the next action? Expected result / responsible owner: ____________________ Observed result and date: ____________________ HANDOVER [ ] Account access and relevant ownership/licences agreed [ ] Staff training and routine edit demonstrated [ ] Recovery, export and support responsibilities documented [ ] Public status and claims match what was actually tested Read the guide: https://kendesigners.com/articles/ecommerce-delivery-returns-kenya/ Quotation: https://kendesigners.com/contact/ Phone: +254 758 958 928