MFT Fulfillment Centre
Premium fulfillment operations hub in Kenya with logistics movement and urban commercial context.
Kenya · Operator guide

How fulfillment works in Kenya

From goods-in at Nairobi to the COD payout on your statement — the exact steps, who does what, and what your buyer sees at each one.

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Order lifecycle

Six steps from stock to settlement

Nairobi is the storage and pick point for Kenya. Upcountry orders ship out of Nairobi on scheduled runs.

  1. 1

    Store products

    Book a goods-in slot at the Nairobi facility. Stock arrives with a packing list and is racked by SKU.

  2. 2

    Confirm stock

    Every carton is counted against your packing list. Variances are raised before stock goes live to sell.

  3. 3

    Pick & pack

    Orders released before the daily Nairobi cut-off are picked, packed and labelled the same day.

  4. 4

    Dispatch

    Nairobi metro moves daily. Mombasa, Kisumu, Nakuru and Eldoret move on scheduled upcountry runs.

  5. 5

    Share tracking

    WhatsApp confirmation and delivery pings to the buyer; unanswered confirmations escalate to an agent call before release.

  6. 6

    Settle COD

    Cash and M-Pesa collected in KES, reconciled per order against your manifest, paid out on your service schedule.

Download the Kenya fulfillment checklist (PDF)

1. Store products

What you do
Send the packing list and book the goods-in slot before the vehicle leaves your side.
What MFT does
Receives at the Nairobi facility, checks cartons against the list and racks stock by SKU.
What you need ready
Packing list, SKU codes, unit counts and any handling constraints.

2. Confirm stock

What you do
Review the counted receipt and approve the on-hand position before you list the SKU.
What MFT does
Counts, records variances and holds anything that does not reconcile.
What you need ready
A named contact who can sign off a variance the same day.

3. Pick & pack

What you do
Release orders before the daily cut-off; anything later joins the next run.
What MFT does
Picks against the order, packs to your packaging spec and labels for the destination.
What you need ready
Clean order data — buyer name, phone number in international format, and destination area.

4. Dispatch

What you do
Nothing — dispatch is triggered by the released order.
What MFT does
Loads Nairobi metro daily and upcountry destinations on the scheduled run for that route.
What you need ready
A reachable buyer phone number; unreachable buyers are the main cause of a failed first attempt.

5. Share tracking with customers

What you do
Nothing per order once WhatsApp order updates are switched on for your account.
What MFT does
Sends order confirmation and delivery pings, and escalates silent confirmations to an agent call.
What you need ready
Your sender name and the template set you want used.

6. Settle COD

What you do
Query any line you disagree with against the daily reconciliation reference.
What MFT does
Reconciles collections per order daily and pays out on the cadence in your service schedule.
What you need ready
Settlement account details and the person who owns reconciliation on your side.

MFT receives, stores and picks stock in Nairobi. Storage capacity is confirmed against your product type, monthly volume and how long stock sits before it moves. Upcountry orders ship out of Nairobi on scheduled runs — there is no second storage location in Kenya.

PUDO collection

How pickup works for a Kenyan buyer

PUDO is configured on the Kenya coverage rows that show a counter. Everywhere else is door delivery only.

  1. 1

    Parcel arrives at the counter

    The parcel is booked into the collection point and the buyer is notified on WhatsApp with the counter name and address.

  2. 2

    Buyer receives a collection code

    The notification carries the order reference and a collection code. The code is tied to the order, not the person, so a buyer can send someone with it.

  3. 3

    Buyer collects

    The buyer presents the collection code and photo ID matching the name on the order. COD counters take the payment in KES — cash or M-Pesa — before the parcel is released.

  4. 4

    Holding period

    Uncollected parcels are held for the period agreed in your account's service schedule, with a reminder before the deadline. After that the parcel returns to the Nairobi facility as an unclaimed return and is graded like any other return.

Wrong item or damaged parcel: how a dispute is handled

  1. Raise it at the point of collection or delivery, or within the query window in your service schedule.
  2. The parcel is held at the Nairobi facility rather than restocked, so the evidence stays intact.
  3. Inspection is recorded against the order reference: contents, condition and packaging.
  4. The outcome and reason code are written back to the order, and the COD line is queried against the daily reconciliation reference before the next payout.

Governing terms: returns policy and COD & SLA notes. Disputes: Raise a line-level query against the daily reconciliation reference within the window set in your service schedule; the parcel's reason code, rider record and collection evidence are reviewed before the next payout.

Delivery coverage

Nairobi metro, major upcountry, remote upcountry

Published from the same Kenya coverage registry as the country page — if it is not on this table, it is confirmed at onboarding before you sell into it.

Nairobi metro

Daily cut-off, same-day to next-working-day service.

AreaTypical timeDoorPUDOCODReturns
NairobiNairobi city, Westlands, Karen, Eastlands, Ruiru, KikuyuSame day to 1 working dayYesYesYesYes

Major upcountry

Scheduled runs out of Nairobi.

AreaTypical timeDoorPUDOCODReturns
MombasaMombasa island, Nyali, Bamburi, Likoni1–3 working daysYesYesYesYes
KisumuKisumu city and lakeside suburbs2–3 working daysYesNoYesYes
NakuruNakuru town, Naivasha, Gilgil1–3 working daysYesNoYesYes
Uasin GishuEldoret town2–4 working daysYesNoYesYes

Remote upcountry

Not configured for door delivery or COD — route review first.

AreaTypical timeDoorPUDOCODReturns
Other countiesTowns outside the scheduled upcountry runsConfirmed at onboardingNoNoNoNo
FAQ

Kenya fulfillment questions

COD, PUDO collection and returns, answered from the Kenya market record.

COD is configured on the Nairobi, Mombasa, Kisumu, Nakuru and Uasin Gishu coverage rows published on the Kenya country page. Anything outside those rows goes through route review before COD is switched on, because a collection we cannot reconcile is worse for you than a prepaid order.

Collections settle in Kenyan shilling (KES). Reconciliation runs daily, against your order manifest, and payout timing is confirmed in your kenya service schedule — the schedule is written into your agreement rather than left open. Every payment arrives with the reconciliation reference behind it, so each amount ties back to named orders.

The rider logs a reason code at the point of refusal — refused, not reachable, wrong address, part payment — and the parcel is rescheduled up to the attempt count agreed at onboarding. After that it is held for collection where a pickup point is available, or brought back to the Nairobi intake for you to restock, retry or recall. The reason code stays attached to the order so repeat failure patterns are visible instead of anecdotal.

Parcels routed to a pickup point are held at a vetted partner location in Nairobi and Mombasa. The buyer gets a collection notification with the parcel reference, collects during the partner's own opening hours, and the collection is logged against the order. Where COD applies, the partner takes payment on collection using the same methods as door delivery.

Collection is verified against the parcel reference and the phone number on the order. Partner locations ask for the reference and, where the order is high value or the collector is not the buyer, identification matching the order name. Rules that go beyond that — a fixed value threshold, a signature requirement — are set in your service schedule so your customer-facing copy can state them accurately.

Returns run on the Nairobi, Mombasa, Kisumu, Nakuru and Uasin Gishu rows. A parcel that is refused, undelivered after the agreed attempts, or left uncollected past its holding window is logged against the original order, brought back for inspection at intake, and resolved on your instruction — restock, hold or return to sender. Who bears each leg and the holding window itself are commercial terms in your agreement, not a site-wide promise.
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