Buyer chat in the Kaspi.kz Store lives only in the Kaspi Pay mobile app, and only the head of the company, a manager («Управляющий») or a Store manager can reply in it. Chat does not affect quality metrics or the rating, but it has two metrics of its own: response rate and average response time. The buyer sees how quickly you reply, and if your response rate is below 70%, the chat shows a note that the seller rarely replies instead of the time.
In short
- A reply counts if the buyer wrote during your working hours and you got back to them within three hours. Later than that, the chat goes into "no reply".
- Below 70% replies, the buyer sees "rarely replies" instead of your average time. With 40 chats a month, that is only 13 missed.
- Kaspi advises replying within 30 minutes. One reply after three hours can triple your average time.
- You may not invite a buyer to WhatsApp or Telegram yourself. You can give your number only if the buyer asked for it.
- Conversations are deleted 90 days after the last message. If a dispute is likely, save screenshots earlier.
How buyer chat works
Where to write and who can reply
The chat opens from the order: Kaspi Pay → Магазин → Заказы ("Store → Orders") → the order you need → «Детали заказа» ("Order details") (q4456, updated May 15, 2026). With Kaspi Delivery you can write or call in the chat from there. With your own delivery, the same screen has a call to the buyer via the Kaspi.kz app and a messages section. All conversations and call history are collected in the «Сообщения» ("Messages") service (q4457).
The web cabinet is no help here. Buyers' calls and messages arrive only in the Kaspi Pay mobile app (q4453). If the whole store runs from a laptop, you have to remember the chats separately.
The head of the company and employees with the «Управляющий» ("Manager") or «Менеджер Магазина на Kaspi.kz» ("Kaspi.kz Store manager") role can receive and answer messages (q4459). Hence the first practical step: if an assistant rather than the owner replies, they need one of these roles, not a shared password.
What each side sees
The buyer's phone number is hidden. You see the first name and the first letter of the surname, and you can call using the button in the chat (q5218, updated Aug 13, 2026). Calls in Kaspi Pay are free (q4452). If you missed a call, you can call back or write from «Сообщения → Чаты» ("Messages → Chats") (q4451).
Each message has a status: «Доставлено» ("Delivered") when the buyer received it and «Прочитано» ("Read") when they opened it (q4466). This is useful in disputes: it shows that you warned about a delay and the buyer read it.
The buyer, in turn, sees your average response time right in the chat (q5032, updated Jun 26, 2026). Even before the first message they know whether to expect a wait of five minutes or half a day.
Message translation
Kaspi automatically translates buyers' messages from Kazakh or Russian into the language of your Kaspi Pay app. There is nothing to switch on, and translation cannot be turned off. To see the original text, press «Показать оригинал» ("Show original"), and the translation language changes along with the app language (q5275, q5276, q5277). Machine translation sometimes loses details such as size or color, so for questions about specifications it is better to press «Показать оригинал».
Two response metrics: how Kaspi calculates them
Response rate and the three-hour rule
Response rate = replies to customers within 3 hours ÷ all chats × 100%
A reply counts if the buyer contacted you during your working hours and you got back to them within three hours. The metric appears after the third message or call in the last 30 days (q5038, updated Sep 1, 2026). If you replied but later than three hours, the chat still counts as unanswered (q5043).
Kaspi filters out spam itself: if someone offered you services or sent links to third-party sites, such chats will not count when the metric is recalculated the next day.
Average response time
Average time = total time to answer the first message or call ÷ number of chats
This value also forms after the third contact in 30 days, and only contacts during working hours are counted (q5033, updated Aug 19, 2026). Kaspi recommends replying within 30 minutes during working hours, checking messages and calls regularly, and preparing answers to frequent product questions in advance (q5034).
The average is very sensitive to a single long reply. A hypothetical example, not a client case: five contacts in a month, you replied after 5, 12, 20 and 35 minutes, and to the fifth after 170 minutes, in the evening after the warehouse closed. The average is 48 minutes. Without that one evening reply it would be 18 minutes. The buyer in the chat sees exactly 48.
Working hours and the last 15 minutes
Both metrics count only contacts during your working hours. There is an exception: if the buyer wrote less than 15 minutes before the end of the working day, the chat is counted only if you managed to reply (q5042, updated Aug 19, 2026). If you were late, that contact simply does not count and does not pull the rate down.
This leads to a non-obvious conclusion. The working hours in the cabinet determine which chats get into the metrics at all. If the settings say the warehouse works until 21:00, but in reality you stop looking at your phone at 18:00, all the evening questions from 18:00 to 21:00 are counted and left unanswered. An honest schedule that matches when someone actually has Kaspi Pay in hand improves both metrics without a single extra reply. How to set up your work schedule and holidays we covered in the article on order cancellations on Kaspi.
The 70% threshold and the "rarely replies" label
What the buyer sees
Normally the buyer's chat shows your average response time. But for partners with a response rate below 70%, the chat shows that they rarely reply instead of the average time (q5032). This is not a penalty or a block: you will not be disconnected from the Store for a low response rate or a long average time, and these metrics do not affect the overall quality metric or the rating (q5041, q5197).
But for a buyer choosing between you and the seller next to you in the card, the "rarely replies" label is a fairly clear signal. Kaspi puts it carefully: the higher the response rate and the shorter the average time, the higher the chance the user buys from you (q4461). Kaspi does not publish exactly how much higher.
How many chats you can miss
The "below 70%" threshold means that exactly 70% is still fine. So no more than 30% of chats can go unanswered within three hours:
You can miss = 0.3 × N, rounded down, where N is chats during working hours over 30 days.
| Chats in 30 days | Can be missed to stay at 70% or above | Example: one more missed |
|---|---|---|
| 10 | 3 | 4 of 10 — 60%, "rarely replies" |
| 20 | 6 | 7 of 20 — 65% |
| 40 | 12 | 13 of 40 — 67.5% |
| 60 | 18 | 19 of 60 — 68.3% |
| 100 | 30 | 31 of 100 — 69% |
A small store has the most fragile margin in absolute numbers. Ten contacts a month means three misses, and a fourth one arriving on Friday evening already changes what every subsequent buyer sees. The metric is recalculated over a rolling 30 days, so the label disappears when the old misses drop out of the window, but not before.
Where to see whom you lost
In Kaspi Pay, open Магазин → Показатели качества → Доля ответов ("Store → Quality metrics → Response rate") or Среднее время ответов ("Average response time") (q5040, q5035). There you can see the chats from the last 30 days that went unanswered and from whom the buyer eventually bought the product — from you or from another seller. This is the only place where the link "didn't reply — they bought from the neighbor" is visible in your own data, without anyone else's statistics.
Once a week it makes sense to go through this list and write down what those who bought elsewhere asked about. Usually these are two or three recurring questions, and it is better to add the answer to the product card description right away.
What to write to a buyer and what not to write
Your number and contact outside Kaspi
If the buyer asked for your phone number themselves, you can give it. But offering communication about orders outside the Kaspi.kz app is prohibited for sellers under the Store rules (q5219, updated Aug 13, 2026). The reason is that the history of messages and calls in the app helps Kaspi sort out disputes. The phrase "message me on WhatsApp, it's faster" is exactly what is prohibited.
For your own delivery there is a legitimate way to pass the contact to the courier. In the order details, copy the customer's number and forward it to the courier. A call to that number reaches the buyer in the Kaspi.kz app (q5292, updated Sep 24, 2026).
No bulk messaging
You cannot send messages to customers automatically in the Kaspi.kz Store. Kaspi explains this by protecting buyers from messages they might consider spam (q4460). You can write about a specific order, manually. You don't need to call to confirm an order; a call is needed if you have to clarify the address or delivery time (q2257).
Reply templates
Kaspi itself advises keeping ready answers to frequent questions. Below is a skeleton you can adapt. It does not promise anything you do not control.
| Buyer's question | What to answer | What not to write |
|---|---|---|
| "Is it in stock?" | the exact stock at the right warehouse and the shipping date from the order | "Yes, we'll bring it tomorrow" if the product is still at the supplier |
| "When is delivery?" | the date shown in the order | your own date instead of Kaspi's |
| "Is it original?" | what the supplier's documents say, country of manufacture | promises that are not in the documents |
| "Will it fit my model?" | the specific specifications from the card | "it will definitely fit" without checking |
| "Can it be cheaper?" | the current price and, if you have them, your bonuses on the product | "message me on WhatsApp, we'll work something out" |
| "Can I try it on?" | the Kaspi Delivery rule for clothing and footwear | your own terms that bypass the rules |
The last row is a reason to look at the Guide: return and inspection terms depend on the delivery method. More on them in the article on returns on Kaspi for sellers.
Notifications, off-hours and history
Chat notifications outside working hours can be switched off with the «Уведомления от покупателей в нерабочее время» ("Notifications from buyers outside working hours") toggle. The head of the company can switch off all notifications from buyers altogether (q4454, updated Jul 23, 2026). Night-time questions do not affect the metrics, so switching off here does no harm. Switching off notifications during working hours is another matter: every unnoticed question costs you a percentage point of response rate.
The history of conversations and calls is deleted automatically 90 days after the date of the last message (q4991, updated Sep 24, 2026). For a normal order this is enough. But if the buyer threatens a claim or a return, take screenshots of the conversation right away: three months later you will have nothing to prove that you warned about what was included.
Common mistakes in buyer chat
- Replying "when there's time". Kaspi counts a reply after three hours and five minutes as no reply. For the rate, it is the same as staying silent.
- Putting more hours in the schedule than you are actually available. Every evening question during "working" hours that nobody answered lowers the rate. With 20 chats a month, seven such evenings give you the "rarely replies" label.
- Inviting the buyer to a messenger. Under the Store rules, the seller may not offer communication outside the app themselves. You can give your number only if the buyer asked.
- Handing the chat to an assistant without a role. Only the head, «Управляющий» and «Менеджер Магазина» can reply. A shared login from one phone is both a risk to cabinet access and lost replies when the phone is with the wrong person.
- Working only from a laptop. Calls and messages come only to the mobile Kaspi Pay app. The web cabinet will not show them.
- Trusting the translation on size questions. The translation is automatic and cannot be turned off, but the original is always available. A mistake in shoe size ends with a return.
- Not saving the conversation about a disputed order. It is deleted 90 days after the last message, and with it your only proof.
Checklist: buyer chat on Kaspi
- Kaspi Pay is installed on the phone of the person who actually replies, and they have the «Управляющий» or «Менеджер Магазина» role.
- The working hours in the cabinet match the hours when someone is available.
- New messages during working hours are checked at least once every 30 minutes.
- Reply templates for five or six frequent questions are saved in notes.
- Once a week you open the list of unanswered chats and see whom those buyers bought from.
- Recurring questions have been moved into the product card description.
- For questions about sizes and compatibility you check «Показать оригинал».
- For disputed orders, screenshots of the conversation are taken the same day.
A separate note on tone. A short, to-the-point reply after ten minutes is almost always more useful than a long and polite one after two hours. Chat does not affect the rating directly, but an unhappy buyer then writes a review, and the review does go into the rating.
How to automate pricing while you answer chats
No service will answer buyers for you: this is done manually in Kaspi Pay. You can free up time elsewhere — on editing prices by hand. The SaleScout Kaspi bot checks prices every 20 seconds, keeps you at the top of the card and never goes below the minimum price you set. When a competitor raises their price or leaves the card, the bot raises your price to just below the next seller. You can try the bot free for 7 days, no card needed.
Frequently asked questions about chatting with buyers on Kaspi
How do I message a buyer in the Kaspi Store?
In the Kaspi Pay app, open Магазин → Заказы, choose the order and press «Детали заказа». From there you can message or call the buyer for free. The web version of the cabinet has no chats, only the mobile app does.
What is the response rate in the Kaspi.kz Store?
It is the share of chats you answered within three hours out of all chats during your working hours over the last 30 days. The metric appears after the third contact. If you replied later than three hours, the chat counts as unanswered.
Why does a seller on Kaspi show "rarely replies"?
This happens when the response rate is below 70%. Then, instead of the average response time, the buyer sees a note in the chat that the seller rarely replies. With 40 chats a month, this means more than 12 missed.
Does buyer chat affect a Kaspi seller's rating?
No. The response rate and average time do not affect the rating or the overall quality metric, and you will not be disconnected over them. But the buyer sees your average response time, and Kaspi writes that the chance of a purchase depends on it.
Can I give a buyer my phone number on Kaspi?
Yes, if the buyer asked for it. Offering communication about an order outside the Kaspi.kz app is prohibited for sellers under the Store rules. Kaspi needs the conversation history in the app to resolve disputes.
Are messages outside working hours counted?
No, only contacts during your working hours go into the response metrics. The exception is messages in the last 15 minutes of the working day: they are counted only if you managed to reply. Notifications outside working hours can be switched off.
How long is a conversation with a buyer kept on Kaspi?
Ninety days from the date of the last message, after which the history of conversations and calls is deleted automatically. If a dispute over the order is possible, save screenshots in advance.
Can I send bulk messages to buyers in the Kaspi.kz Store?
No. The Store has no automatic sending of messages to customers. Kaspi explains this by protecting buyers from spam. You can write manually, about a specific order.
Sources
All links checked Oct 19, 2026. The sources are in Russian; original titles are given with English translations.
- Kaspi Guide for partners. «Как связаться с покупателем в Kaspi Магазине?» (How to contact a buyer in the Kaspi Store?) — https://guide.kaspi.kz/partner/ru/shop/orders/q4456 (updated May 15, 2026); «Как написать сообщение покупателю…?» (How to message a buyer?) — https://guide.kaspi.kz/partner/ru/shop/orders/q4457 (updated Sep 1, 2026); «Кто может отвечать на сообщения покупателей…?» (Who can answer buyers' messages?) — https://guide.kaspi.kz/partner/ru/shop/orders/q4459 (updated May 28, 2026)
- Kaspi Guide. «Я могу получать звонки и сообщения от клиентов в веб-версии кабинета…?» (Can I receive calls and messages in the web cabinet?) — https://guide.kaspi.kz/partner/ru/shop/office/general/q4453 (updated Dec 15, 2025); «Я не хочу получать уведомления чата…» (I don't want to receive chat notifications) — https://guide.kaspi.kz/partner/ru/shop/office/general/q4454 (updated Jul 23, 2026)
- Kaspi Guide. «Почему я не вижу номер телефона покупателя…?» (Why can't I see the buyer's phone number?) — https://guide.kaspi.kz/partner/ru/shop/office/general/q5218 (updated Aug 13, 2026); «Покупатель… просит мой номер телефона. Я могу его дать?» (A buyer asks for my phone number. Can I give it?) — https://guide.kaspi.kz/partner/ru/shop/office/general/q5219 (updated Aug 13, 2026); «Как поделиться номером телефона покупателя с курьером…?» (How to share the buyer's number with a courier?) — https://guide.kaspi.kz/partner/ru/shop/delivery/own/q5292 (updated Sep 24, 2026)
- Kaspi Guide. «Звонок покупателю в приложении Kaspi Pay платный?» (Are calls to buyers in Kaspi Pay paid?) — https://guide.kaspi.kz/partner/ru/shop/orders/q4452 (updated May 28, 2026); «Мне позвонил покупатель… но я не успел ответить» (A buyer called but I missed it) — https://guide.kaspi.kz/partner/ru/shop/orders/q4451 (updated May 28, 2026); «…Как я узнаю, что оно доставлено?» (How do I know it was delivered?) — https://guide.kaspi.kz/partner/ru/shop/orders/q4466 (updated May 28, 2026)
- Kaspi Guide. Message translation: https://guide.kaspi.kz/partner/ru/shop/orders/q5275, https://guide.kaspi.kz/partner/ru/shop/orders/q5276, https://guide.kaspi.kz/partner/ru/shop/orders/q5277 (updated Sep 1, 2026)
- Kaspi Guide. «Что такое доля ответов…?» (What is the response rate?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/response_rate/q5038 (updated Sep 1, 2026); «…вижу чат с ним в списке без ответа. Почему?» (I see the chat in the unanswered list. Why?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/response_rate/q5043 (updated Jun 26, 2026); «…учитываются сообщения и звонки покупателей в нерабочее время?» (Are off-hours messages and calls counted?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/response_rate/q5042 (updated Aug 19, 2026); «Где посмотреть все чаты…» (Where to see all chats) — https://guide.kaspi.kz/partner/ru/shop/quality_index/response_rate/q5040 (updated Sep 1, 2026); «У меня уменьшается доля ответов… Меня отключат?» (My response rate is falling. Will I be disconnected?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/response_rate/q5041 (updated Jun 26, 2026)
- Kaspi Guide. «Что такое среднее время ответов…?» (What is average response time?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/average_response_time/q5033 (updated Aug 19, 2026); «Как уменьшить среднее время ответов…?» (How to reduce average response time?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/average_response_time/q5034 (updated Jun 26, 2026); «Где посмотреть все чаты…» (Where to see all chats) — https://guide.kaspi.kz/partner/ru/shop/quality_index/average_response_time/q5035 (updated Aug 19, 2026); «Что будет, если мое среднее время ответов… увеличится?» (What happens if my average response time increases?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/average_response_time/q5197 (updated Aug 19, 2026)
- Kaspi Guide. «Покупатели будут видеть мои показатели ответов в чатах…?» (Will buyers see my response metrics in chats?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/general/q5032 (updated Jun 26, 2026); «Чаты и звонки с клиентом… влияют на мои показатели качества?» (Do chats and calls affect my quality metrics?) — https://guide.kaspi.kz/partner/ru/shop/orders/q4461 (updated Aug 19, 2026)
- Kaspi Guide. «Я могу настроить рассылку клиентам…?» (Can I set up bulk messages to customers?) — https://guide.kaspi.kz/partner/ru/shop/orders/q4460 (updated May 28, 2026); «Почему удалилась переписка с покупателем…?» (Why was my conversation with a buyer deleted?) — https://guide.kaspi.kz/partner/ru/shop/orders/q4991 (updated Sep 24, 2026); «Покупатель оформил заказ… Я должен ему позвонить?» (A buyer placed an order. Do I have to call them?) — https://guide.kaspi.kz/partner/ru/shop/orders/q2257 (updated Sep 27, 2023)
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