Collect complete recipient details and agree payment before sending orders sold on Instagram or WhatsApp. Group deliveries on planned days and share dispatch updates with customers. Keep the delivery photo with each order record. This makes it easier to answer questions about who received the package.
In 30 seconds
- Ask for 6 details before charging: recipient, phone, full address, landmarks, time window and access.
- Group your orders into 1 or 2 fixed days a week: each delivery costs less.
- Forward your customer the delivery photo: it's the best review you don't have to ask for.
The AMVO Online Sales Study 2026 reports that 71% combine physical and digital channels. Keep recipient details and delivery updates together when taking orders across channels.
What details should you ask your customer for?
Ask for the recipient's name, phone, full address, location reference, receiving window and access instructions. Include the apartment or house number in the address. Request everything together before confirming dispatch. A complete message reduces the need to chase missing details while the driver is on the route.
- Recipient's name, which may not be the buyer's (gifts).
- Recipient's phone, so the driver can call.
- Full address: street, building and unit number, neighborhood and zip code.
- Landmarks or WhatsApp location pin.
- Time window when someone will be there: morning or afternoon.
- Access: gated community with a guard booth, tower with reception or building with a doorman.
Template to copy: “Thanks for your order! Please send the recipient's name and phone, plus the full address with unit number. Add a location pin and your preferred receiving window. Tell me whether there is a guard booth or reception.”
Charge upfront or cash on delivery?
Upfront payment confirms the order is paid before it leaves your business. Collection on delivery can also be arranged with SIVA Logistics. Confirm the arrangement before dispatch so everyone understands what must be collected. Separate your customer's payment terms from the delivery service's advance payment requirement.
| Payment method | Advantage | Risk | When it fits |
|---|---|---|---|
| Upfront (bank transfer or payment link) | The order leaves paid | Some new customers don't trust it | Repeat customers and custom orders |
| Cash on delivery | Builds trust with new customers | They're not home or change their mind at the door | First purchases from social media customers |
| Deposit + balance on delivery | Commits the customer without asking for everything | You have to track what's pending | Expensive or custom orders |
How often should you deliver?
Group orders on planned delivery days when your customers can receive them. A 3.5-hour block can cover 12 to 15 deliveries in one area or 8 to 10 across areas. Confirm the planned list before booking. Regular delivery days give customers clearer expectations about when their orders will leave.
- Announce your days: “We deliver Tuesdays and Fridays in Interlomas, Santa Fe, Lomas and Polanco.”
- Set a cutoff: orders paid by the day before go out on the next delivery day.
- For urgent orders: 1 to 3 deliveries requested before 12:00 pm can go out on the same-day afternoon route. See same-day delivery.
- If you deliver every week: share your recurring schedule for a personalized quote before booking.
How do you let the customer know their order is on its way?
Send a message when the order leaves and another after delivery. With SIVA Logistics, you receive a departure notice and a photo with the receiver's name. Forward the relevant update in the customer's order chat. Keep the delivery record available in case a handover question comes up.
- When it leaves: “Your order is on its way, arriving between 1:00 and 4:30 pm.”
- When it's delivered: the delivery photo and “It's there! Thanks for your order.”
- The next day: ask them to tag you in their story if they liked it.
Common mistakes when selling on social media
Avoid promising an exact arrival time without agreement or charging less than delivery actually costs. Confirm that someone can receive the order before dispatch. Collect access instructions and keep delivery proof with the sale. These checks help you handle customer questions without reconstructing the order later.
- Promising “it'll be there at 5” without having booked a block with a set time.
- Charging $50 for shipping when it costs you more; read how much to charge for shipping.
- Shipping without the unit number or the recipient's phone.
- Sending cakes, flowers or art with someone who carries them on a motorbike or stacked.
- Not keeping the delivery photo for every order.
Frequently asked questions
Book a dedicated block one day ahead, or request the afternoon route before noon, subject to space. Blocks run Monday to Saturday in morning and afternoon slots. For same-day requests, check availability on WhatsApp. Confirm your areas, order count and date when booking. The answers below cover other details to check before dispatch.
How far in advance should I book a delivery?
Book a dedicated block one day ahead. For same-day requests, check availability on WhatsApp. Blocks run Monday to Saturday, from 8:30 am to noon or 1:00 to 4:30 pm. For the afternoon route, request delivery before noon, subject to space.
Do I need an online store to use SIVA?
No. Just send us the list of deliveries on WhatsApp; you don't need an online store or any system.
Can you collect payment from my customer on delivery?
Yes, cash on delivery can be arranged, even in cash. Agree it with us when booking, stating which orders to collect and how much.
What happens if my customer isn't home?
We call the recipient and message you on WhatsApp if they do not answer. You decide whether to authorize another receiver or agree a new arrangement.
Send us this week's orders
Send us the addresses and we'll tell you which day works best and what each delivery costs.