Questions to ask before setting up a courier account

Before you commit to a courier account, you need to know what you're signing up for. An account means standing orders, regular billing, and often minimum volumes or lock-in periods. Unlike booking a one-off pickup, you're making a relationship decision. The right questions now will save you frustration, unexpected costs and the hassle of switching later.

What volumes and minimum spend do you actually require?

Start by asking the courier directly: what's their minimum monthly volume or spend? Some couriers won't open an account unless you send at least five parcels a week or commit to a baseline fee. Others have no floor but charge a higher per-parcel rate if you send fewer than a set number. A good answer tells you the exact threshold and shows flexibility—if you're a growing business, they should explain how your tier might adjust as you scale. Evasion sounds like "we'll work with you" without specifics; push back and ask for it in writing.

Why it matters: if you're a small business sending 8–10 parcels monthly and they require 50, the account doesn't fit. Pay-per-send may cost more per parcel but saves you from fees you won't use. Conversely, if you're sending 200+ a month, an account will almost certainly be cheaper. Ask them to show you the comparison—a transparent courier will do that calculation for you upfront.

Which service levels come with the account, and what are the real limits?

Ask: what service options are included or available within the account? Can you mix next-day, standard, and economy in one account? What about domestic only, or do they offer regional and cross-border parcels? Then ask the constraints that matter most to you: maximum parcel weight, size, declared value for insurance. A good answer lists the tiers clearly and tells you what happens when you need something outside the standard offering—whether they can add it, at what cost, and how quickly. An evasive answer is vague about weight limits or acts as if you should just know their standard products.

Why it matters: couriers often don't advertise that an economy tier is only available Monday to Thursday, or that declared value maxes out at R10,000 unless you pay extra. If you occasionally need to send a 25kg parcel and their standard tier tops at 20kg, you need to know that upfront. Asking also reveals whether they treat account holders like long-term partners or just another transaction. A courier that explains their limits candidly is more likely to help when you have an unusual shipment.

How transparent and accessible is the billing and support?

Ask: how do you invoice—monthly or per shipment? Can you view itemised invoices online, or do they send a summary email? What happens if there's an issue with a shipment—how do you lodge a claim, and who's your main contact? Can you track orders in real time, and is support available by WhatsApp, email, phone or all three? A good courier gives you names of your account manager, shows you a sample invoice, and tells you their support response time. They'll offer multiple contact channels and admit when something isn't available online yet. Evasion sounds like "our team handles it" or "you'll get help when you need it"—too vague.

Why it matters: when you're running a business and a parcel doesn't arrive, you need to reach someone fast. An account that costs you money is only valuable if you can easily manage it, audit it and fix problems without chasing people. Some couriers offer portal access; others still work on email and spreadsheets. Neither is inherently wrong, but you need to know what suits your operation.

Good couriers answer these questions without hesitation and follow up with written quotes and terms. If someone gets defensive, stays vague, or promises they'll "figure it out later", that's a signal to talk to someone else. On Strove, you can find verified courier operators, read what customers say about their account experience, and request quotes tailored to your real volume. That takes the guesswork out of the conversation.