How do you collect reviews on Kaspi without running into sanctions? Selling well is the foundation; without it, nothing else will save you. On top of that, you can turn on «Бонусы за отзыв» ("Bonuses for a review") in «Маркетинг» ("Marketing"), and then Kaspi itself will write to the buyer after they receive the order and offer a bonus (Kaspi's cashback points). And there is separate work with those who were unhappy: until the person changes their score, it stays in the rating. The bonus is not paid for any review, but for a published one, written within five days, longer than 10 characters and with a photo of the product; a bad review counts too. What you must not do: pay for five-star reviews, place orders with yourself to boost your rating, or put coupons in the parcel.
In short
- Only someone who bought from you can leave a review, and only once, after receiving the order. Moderation takes a day.
- For "Bonuses for a review", you give from 100 ₸ up to the product's price, but no more than 5,000 ₸. The launch costs nothing, and you are charged even for a one-star review.
- The rating includes scores from the last 90 days. If a product is returned, the review also disappears from the rating.
- Only the buyer can edit a review. Kaspi removes reviews on request and only if they break the rules; the answer comes within 48 hours.
- A reward for a five-star review, or for correcting or removing a review, falls under clause 6.2 of the rules. A coupon in the box falls under clause 1.9.
How reviews work on Kaspi
First, how it works. The buyer writes a review in the Kaspi.kz app, under «Магазин → Мои заказы → Оставить отзыв» ("Store → My orders → Leave a review"), and that entry immediately goes into two buckets: the store's score and, if there is at least a word about the product, the product card (one shared product page listing all sellers). Kaspi adds the store name itself, and you cannot remove it (q2250, q3735). If you change the name, it changes in old reviews too (q3736).
If someone writes "the headphones are loud but tight", it goes into the product card. If they write "the courier arrived on time", only you will see it, in the seller cabinet. On the store page, Kaspi keeps only reviews with text from the last 90 days. Scores without words are usually more numerous; they are not visible, but they count toward the rating too (q3122, updated Oct 2, 2026). Kaspi Guide is Kaspi's official help center for partners.
Every review goes through moderation, which takes 1 business day (q3684). It will not be published if:
| Reason | What it means in practice |
|---|---|
| The score is only for Kaspi Delivery or the return | "The courier was late" with no word about the product will not pass |
| Written by employees or interested parties | Kaspi filters out reviews from your own people and from competitors |
| Obscene language | Even in a positive review |
| No information about the product or seller | "Fine" and "ok" do not qualify |
| Advertising, phone numbers, links | Any contacts in the text |
| The product was damaged during Kaspi Delivery, and the buyer reported it | The review is not published and does not count toward the rating |
How reviews affect the rating and the position in the product card
The seller rating is the average score over 90 days, from 1 to 5 in steps of 0.1. It starts being calculated from 3 scores in that period. Below 4 stars, Kaspi may take measures up to and including termination of cooperation (q2248, updated Feb 25, 2026). If you were disconnected for low quality metrics, you cannot come back; only accepting payments through Kaspi Pay remains (q3123). More on this in the article your Kaspi store was blocked: what to do.
The number of reviews also matters for the position in the product card: with equal price, bonuses and rating, the seller with more reviews ranks higher. The rating formula and the calculation of how many five-star scores you need to reach a target are covered in the article how to get to the top of the product card. Here is just one example to get a sense of scale: a store has 30 scores over 90 days and a rating of 3.9. The total points are 117. To reach 4.0, you need (117 + 5x) ÷ (30 + x) ≥ 4, that is, x ≥ 3. Three five-star scores in a row, without a single new bad score.
A few details sellers learn too late (q3823, q3825, q3824, q3016):
- the rating is updated once a day;
- if a review is older than 90 days, removing or editing it no longer affects the rating;
- the buyer can change or delete a review at any time;
- if the buyer filed a return, their review of that product does not count toward the rating.
The last point is more important than it seems. More on it below, in the section on negative reviews.
Bonuses for a review: how to launch them and how much to pay
Launch and terms
"Bonuses for a review" are launched in Kaspi Pay: «Маркетинг → Бонусы за отзыв» ("Marketing → Bonuses for a review"). The owner, the manager and the marketing manager have access. You choose the product, dates and bonus size (q3947, updated Apr 9, 2026):
| Product price | Minimum bonus | Maximum bonus |
|---|---|---|
| Less than 100 ₸ | 100 ₸ | 100 ₸ |
| From 100 to 5,000 ₸ | 100 ₸ | product price |
| More than 5,000 ₸ | 100 ₸ | 5,000 ₸ |
Infant formula, cigarette cases, tobacco heating systems, alcohol and energy drinks do not take part (q3949). There is the same confusion about duration as with product bonuses: the instructions say "minimum duration is 1 day", while the terms say "the promotion must last longer than one day" (q3955). Set at least two days.
The buyer learns about the promotion from a message in the Kaspi.kz app after receiving the order (q3950). The message will not arrive if they already left a review of this product in your store less than 90 days ago, if their notifications are off, the promotion has ended or is paused, the review target has been reached, or restrictions have been placed on their accounts (q4989, updated Jun 15, 2026).
Which reviews you are charged for
For all reviews that are published in the Store, written within 5 days of receiving the order and contain more than 10 characters and at least one photo of the product. The score does not matter: Kaspi answers directly that money will be debited for a negative review during the promotion too (q3958).
This leads to a conclusion people rarely think about at launch. A bonus for a review increases the number of reviews, not their tone. If the product has a problem (an inaccurate size in the product card, weak packaging), the promotion will collect more reviews about exactly that problem, and you will pay for each one on top of it.
Two more points. If you stopped the promotion, charges will continue for orders placed before the stop: the buyer has 5 days after receipt to write a review (q3956). And if the buyer returned the product, the bonus comes back to you as soon as you process the return, and the review itself is deleted (q3954).
When the promotion is paused
There are three reasons: the review target has been reached, the product is out of stock, or the bonus is larger than allowed for the product's price (q4608). The target is set per product, and the option «Я сам остановлю» ("I will stop it myself") keeps the promotion running until you turn it off. If the product ran out, the promotion resumes on its own after restocking and «Выставить на продажу» ("Put on sale").
What reviews cost: the calculation
Kaspi does not publish what share of buyers write a review when they get a bonus offer. So we calculate with scenarios. A hypothetical example, not a client case: 200 orders for the product during the promotion period.
| Share of buyers who left a qualifying review | Reviews | Cost at a 300 ₸ bonus | Cost at a 1,000 ₸ bonus |
|---|---|---|---|
| 10% | 20 | 6,000 ₸ | 20,000 ₸ |
| 20% | 40 | 12,000 ₸ | 40,000 ₸ |
| 40% | 80 | 24,000 ₸ | 80,000 ₸ |
The cost grows linearly, while each next review is worth less. For a product with zero reviews, the first ten noticeably change how the buyer perceives the product card. The eighty-first review on top of seventy adds almost nothing. That is why it is better to set a review target right away rather than leave "I will stop it myself".
You can estimate whether it is worth it in a minute. Divide the promotion budget by the profit per order m to get how many extra sales it must bring for you to break even. Say the target is 20 reviews at 500 ₸, that is 10,000 ₸. The profit per order is 2,500 ₸, so you need four extra sales while those reviews are in the product card. A new item without a single review will clear that bar easily, since almost nobody buys it without reviews. For a product with three hundred reviews, I would have my doubts.
A separate note on cheap products. If a product costs 150 ₸, the bonus can be from 100 to 150 ₸, that is, almost the whole price. Then a review effectively costs as much as another unit of the product, and it is wiser to collect reviews on a more expensive item from the same line, if there is one.
Honest ways to get more good reviews
In its recommendations, Kaspi emphasizes not bonuses, but what the buyer then writes about (q2251, q3951). Translated into actions:
- A product card with no surprises. Show the size in a photo next to something familiar, write the material and what is in the box. For a complex product, shoot a short video. Two-star scores most often come with the words "expected something else". If your unit differs from what is in the product card, Kaspi advises creating a separate one.
- Packaging that survives a couple of trips. A box or a courier bag. Damage during Kaspi Delivery will not count toward the rating, but only if the buyer reports it themselves. And they usually do not; they just give two stars.
- Everything in place. A forgotten cable or screw easily turns into one star.
- Deadlines. An order shipped on time is both a quality metric and the tone of the review. If deadlines are tight, have a look at the article on Kaspi Delivery for sellers.
- Genuine products and a clean assortment. Kaspi directly advises taking off sale a product that keeps collecting quality complaints.
- Read what people write. Three identical complaints in a month are a question for purchasing or for the product card, not bad luck.
It makes sense to turn on bonuses for reviews on top of all this, and first of all for new items and items with just a couple of scores. Kaspi suggests exactly the same.
What is prohibited
This is where it is easy to lose your store over a couple dozen reviews. Clauses of Kaspi's rules (q1342, updated Sep 30, 2026):
- 6.1. You may not place orders with yourself or with competitors, including through third parties, to manipulate ratings, reviews and other metrics or to harm a competitor's reputation.
- 6.2. You may not offer buyers money or any other reward for a positive review, or for changing or removing it.
- 1.9. You may not put into an order any extraneous items, money, coupons, certificates, marketing or any other materials not related to the order. The exception is when a gift is part of the product or an official manufacturer's promotion.
What this means in practice. A card saying "Leave 5 stars and get a discount" breaks two clauses at once. Even a neutral card saying "We would love your review" in the parcel is marketing material not related to the order, and it is not worth the risk. Handing out products to friends and asking them to write a review falls under 6.1, and Kaspi does not publish such reviews anyway. "Bonuses for a review" fit into this picture because it is the marketplace's own tool, and it pays for any review, not for a positive one.
How to handle negative reviews
Contact the buyer
You cannot change someone else's review (q3684), but you can write to the person. The path is: «Показатели качества → Рейтинг → Все оценки» ("Quality metrics → Rating → All scores"), the relevant order, the icon next to the buyer's name (q3017, updated Aug 5, 2026). Kaspi also suggests what to talk about: find out what went wrong, explain how to use the product, answer questions. If they are unhappy with the quality, offer an exchange or a return.
If the problem is solved, the buyer can edit the review: «Мои заказы → Детали заказа → Мой отзыв → Редактировать» ("My orders → Order details → My review → Edit"). The new score counts immediately. You may ask for this, but you may not offer anything beyond solving the problem; that is exactly clause 6.2.
A return has an effect sellers underestimate: the review of a buyer who filed a return does not count toward the rating. If the product really did not suit them, a quick and polite return fixes the situation for the buyer and also removes the bad score from the calculation. What the return itself costs is calculated in the article returns on Kaspi for sellers.
File a removal request
When a review really breaks the rules, there is a form. It asks for your IIN or BIN (individual or business identification number), the order number, the product code, a reason from the list and a couple of lines of explanation; you can attach screenshots, photos and documents. The answer arrives in Kaspi Pay within 48 hours (q3017). You have a chance if the reason is chosen correctly and is visible from the review itself: the person writes only about delivery or the return, it is your employee or someone interested, the text contains obscenities, advertising, a phone number or a link, or there is no word at all about the product or the seller (q4811). Pick the wrong reason and you will be refused, even if the review is unfair.
But an honest opinion will not be taken down by anyone. "The fabric is thinner than in the photo" is painful to read, but the person described the product, and Kaspi will keep such a review. Only a conversation with the buyer and an edit to the product card help here; the form is useless.
Where to see all this: «Показатели качества → Рейтинг → Все оценки» ("Quality metrics → Rating → All scores"), which lists every score in the rating with its order and buyer (q3019). I would check it every morning. While a review is in moderation, which takes a business day, there is time to write to the person while they still remember what happened.
Common mistakes
- A bonus on a product with a known problem. You will simply pay for a dozen reviews about it. Fix the product card or the supplier first.
- A promotion without a target. "I will stop it myself" is convenient exactly as long as you remember the promotion is running. On an item with a hundred reviews, it is money down the drain.
- Pause as an emergency brake. Not quite: whoever received the order before the pause can still write a review and collect the bonus for five more days.
- Inserts. A card with a request, a coupon, a discount on the next order: all of this falls under clause 1.9.
- Reviews from your own people. They will not be published, and the orders placed for the rating are a violation of 6.1.
- Arguing in the chat. An objective review will not be removed anyway, and a person you out-argued will certainly not change their score.
- Refusing a return to save money. A two-star score will stay in the rating for 90 days, and a refusal without a lawful reason is another rule violation.
Checklist
- The product card has sizes in the photos, the material and the set; complex products have a video.
- The packaging does not get crushed after two trips, and the set is checked at packing.
- The parcel contains only the order. No inserts.
- New items and products with a couple of scores have "Bonuses for a review", with a target set.
- The promotion budget is divided by m, and it is clear how many extra sales are needed.
- The morning starts with «Все оценки» ("All scores"): for each bad one, write to the buyer, offer an exchange or return, or file a request.
- Once a month, recurring complaints go to purchasing and to whoever manages the product cards.
If you are short on time, do the first three items. A review is written about what happened before the person opened the box. A bonus will speed up collection, but it will not make a review good.
How to automate it
The position in the product card is decided not only by reviews but also by price, and holding the price manually is hard. The SaleScout Kaspi bot checks prices every 20 seconds, puts you at the top of the product card and does not go below the minimum price you set; when a competitor raises their price or leaves, the bot raises yours. SaleScout's niche analytics shows, even before you buy stock, how many sellers are in the product card and how crowded it is. You can try the bot free for 7 days, no card required.
FAQ
How can a seller get reviews on Kaspi?
In short: a decent product and an honest product card, then "Bonuses for a review" in Kaspi Pay's «Маркетинг» ("Marketing"). The bonus there is from 100 ₸ up to the product's price, and you cannot set it above 5,000 ₸; the buyer sees the offer in a message when they pick up the order. Plus, do not forget about unhappy customers. We do not pay for five-star reviews and do not put coupons in the box: that is against the rules.
How much do bonuses for reviews cost on Kaspi?
There is no charge for the launch itself. The bonus is debited for every review that meets the terms, plus the regular sales fee. The bonus can be set from 100 ₸ up to the product's price, but no higher than 5,000 ₸. Forty reviews at 300 ₸ will cost 12,000 ₸.
Are bonuses charged for a negative review on Kaspi?
Yes, they are. The stars do not matter; Kaspi looks at four things: the review is published, left no later than the fifth day after receipt, has more than 10 characters and includes at least one photo of the product.
Can I delete a bad review on Kaspi?
Not by yourself. You can contact the buyer, solve the problem and ask them to change the review, or file a removal request with your IIN or BIN, the order number and the product code. The answer comes within 48 hours; only reviews that break the rules are removed, for example ones about delivery alone, with obscenities, advertising or from interested parties.
Can I put a card in the parcel asking for a review?
Better not. Clause 1.9 of the rules prohibits putting coupons, certificates, marketing and any other materials not related to the order into the order. And a card with a bonus for five stars also breaks clause 6.2.
Why was a buyer's review not published on Kaspi?
The check takes one business day, and reviews are usually rejected for one of five reasons. The review is only about delivery or the return. It was written by an employee or someone interested. The text contains obscenities, advertising, a phone number or a link. Or there is nothing at all about the product or the seller.
Does a review count toward the rating if the buyer returned the product?
No, such a review does not count toward the rating. And if the product had a "Bonuses for a review" promotion, the bonus is returned to you right after the return is processed, and the review is removed.
Sources
All links checked Oct 17, 2026. The sources are in Russian; original titles are given with English translations.
- Kaspi Guide for partners. «Как запустить акцию с бонусами за отзыв?» (How do I launch a bonuses-for-review promotion?) — https://guide.kaspi.kz/partner/ru/marketing/bonus_review/q3947 (updated Apr 9, 2026); «Что такое „Бонусы за отзыв“?» (What are "Bonuses for a review"?) — https://guide.kaspi.kz/partner/ru/marketing/bonus_review/q3946 (updated Apr 23, 2026); «Какие условия запуска акции?» (What are the promotion launch terms?) — https://guide.kaspi.kz/partner/ru/marketing/bonus_review/q3955 (updated May 7, 2026)
- Kaspi Guide. «Сколько это будет стоить?» (How much will it cost?) — https://guide.kaspi.kz/partner/ru/marketing/bonus_review/q3953 (updated May 13, 2026); «Клиент оставил негативный отзыв во время акции. У меня спишутся деньги?» (A customer left a negative review during the promotion. Will I be charged?) — https://guide.kaspi.kz/partner/ru/marketing/bonus_review/q3958 (updated Apr 22, 2025); «Я приостановил акцию. Почему с меня списали средства?» (I paused the promotion. Why was I charged?) — https://guide.kaspi.kz/partner/ru/marketing/bonus_review/q3956 (updated Apr 22, 2026)
- Kaspi Guide. «Клиенту не пришло сообщение о бонусе за отзыв» (The customer did not get the review bonus message) — https://guide.kaspi.kz/partner/ru/marketing/bonus_review/q4989 (updated Jun 15, 2026); «Почему мою акцию приостановили?» (Why was my promotion paused?) — https://guide.kaspi.kz/partner/ru/marketing/bonus_review/q4608 (updated Apr 9, 2026); «Клиент вернул товар…» (The customer returned the product…) — https://guide.kaspi.kz/partner/ru/marketing/bonus_review/q3954 (updated Apr 22, 2025); «Как покупатели узнают об акции?» (How do buyers find out about the promotion?) — https://guide.kaspi.kz/partner/ru/marketing/bonus_review/q3950; «На какие товары…» (For which products…) — https://guide.kaspi.kz/partner/ru/marketing/bonus_review/q3949 (updated Apr 9, 2026); «Как увеличить продажи с помощью бонусов за отзыв» (How to increase sales with bonuses for reviews) — https://guide.kaspi.kz/partner/ru/marketing/bonus_review/q3951 (updated Apr 22, 2025)
- Kaspi Guide. «Кто может поставить оценку продавцу?» (Who can rate a seller?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q2250 (updated Feb 2, 2026); «Как изменить отзыв на мой товар?» (How do I change a review of my product?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q3684 (updated Feb 2, 2026); «Я вижу не все отзывы…» (I do not see all the reviews…) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q3122 (updated Oct 2, 2026)
- Kaspi Guide. «Что такое рейтинг продавца?» (What is the seller rating?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q2248 (updated Feb 25, 2026); «Отзыв был удалён. Когда изменится рейтинг?» (A review was deleted. When will the rating change?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q3823 (updated Mar 16, 2026); «Покупатель отредактировал отзыв…» (The buyer edited the review…) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q3825 (updated Feb 2, 2026); «Покупатель оформил возврат…» (The buyer filed a return…) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q3016 (updated Nov 27, 2023); «В рейтинге учитывается отрицательный отзыв, если товар повреждён при Kaspi Доставке?» (Does a negative review count if the product was damaged during Kaspi Delivery?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q3018 (updated Feb 2, 2026); «В течение какого времени покупатель может отредактировать отзыв» (How long can a buyer edit a review) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q3824 (updated Feb 2, 2026)
- Kaspi Guide. «Можно удалить отрицательный отзыв?» (Can a negative review be deleted?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q3017 (updated Aug 5, 2026); «Мне отказали в удалении отзыва» (My review removal request was refused) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q4811 (updated Sep 17, 2026); «Где посмотреть все отзывы…» (Where can I see all reviews…) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q3019 (updated Feb 25, 2026); «Можно удалить название магазина из отзыва?» (Can the store name be removed from a review?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q3735 (updated Mar 16, 2026); «Я изменил название магазина…» (I changed the store name…) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q3736 (updated Feb 2, 2026)
- Kaspi Guide. «Как повысить рейтинг продавца?» (How do I improve the seller rating?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q2251 (updated Mar 13, 2026); «Меня отключили из-за низкого рейтинга. Я могу подключиться повторно?» (I was disconnected for a low rating. Can I reconnect?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q3123 (updated Feb 2, 2026)
- Kaspi Guide. «Какие правила работы с Магазином на Kaspi.kz?» (What are the rules for working with a Store on Kaspi.kz?; clauses 1.9, 6.1, 6.2) — https://guide.kaspi.kz/partner/ru/shop/conditions/q1342 (updated Sep 30, 2026)
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