If a buyer doesn't collect an order on Kaspi, in most cases the order cancels itself: for pickup, three days after purchase; in a Kaspi Postomat (parcel locker), three days after it was placed in the locker. With Kaspi Delivery the courier makes a second attempt and then takes the item back to the drop-off point. The seller doesn't pay for delivery of an order that wasn't handed over, but has to collect the item from the drop-off point. Below: what to do in each scenario and how not to lose money on it.
In short
- Pickup: the buyer has three days, then auto-cancellation. Only the seller can extend the deadline, by up to 5 days and with notice to the buyer.
- Kaspi Postomat: the order waits three days, then it's cancelled and goes to the drop-off point.
- Door-to-door Kaspi Delivery: after a failed attempt the courier tries again, then returns the item to the seller.
- The Kaspi Delivery tariff is only charged for orders that were handed over.
- Cancelled and returned orders must be collected from the drop-off point, otherwise you can't hand in new ones there.
Where to find these orders in the cabinet
An order that wasn't handed over changes status, which shows which stage it's at (q2255, updated Jun 15, 2026):
| Tab | Status | What's happening |
|---|---|---|
| Самовывоз ("Pickup") | — | the order waits for the buyer at your warehouse |
| Переданы на доставку ("Handed to delivery") | Передан на доставку | the item is with Kaspi Delivery, on its way to the buyer |
| Отменены при доставке ("Cancelled during delivery") | Ожидает отмены ("Awaiting cancellation") | the item is coming back or is already at the drop-off point |
| Архив ("Archive") | Отменен ("Cancelled") | cancelled by the buyer or the seller |
| Архив | Выдан ("Issued") | the buyer received the order |
The key tab for this topic is «Отменены при доставке». Everything there is your stock that has to be physically collected.
Pickup: three days and auto-cancellation
If the warehouse has a pickup area, the buyer has three days after placing the order to come for it. If they don't, the order is cancelled automatically and the buyer gets a message in the Kaspi.kz app (q2262, updated Oct 24, 2023).
The buyer can't change the pickup date. Only the seller can, and by 5 days at most: in the «Заказы» ("Orders") section, tap the line with the date and pick a day. There's one condition, and it's strict — the buyer must be notified (q2261, updated Sep 27, 2023). The Guide also describes moving the date by agreement with the buyer in a neighbouring article (q2256, updated Mar 11, 2024).
Call or not? If the order is expensive and the person hasn't shown up by day two, call. Most often they simply forgot or went out of town, and a two-day extension saves the sale. If the order is 2,000 ₸, it's easier to let it cancel.
Remember that pickup is only available to sellers who connected before June 15, 2026. More in our article on warehouses and pickup on Kaspi.
Kaspi Postomat: three days in the locker
An order is stored in the locker for three days from the moment a Kaspi Delivery courier puts it in. If the buyer's other orders were already in the same locker, the deadline counts from the last one (q2310, updated Apr 4, 2025).
If it isn't collected, the order is automatically cancelled and moves to «Отменены при доставке». The courier takes the item out of the locker and drives it to the drop-off point. You can't put an order in a locker yourself, so you'll be collecting it not from the locker but from the drop-off point. How locker delivery works is covered in our article on Kaspi Postomat for sellers.
Door-to-door Kaspi Delivery: a second attempt and a return
If the courier didn't find the buyer at home or couldn't hand over the order, he tries again. If the second attempt fails too, the item is returned to the seller (q2302, updated Nov 6, 2023).
The buyer refused at the door
This happens as well: the order arrives, the person looks at it and changes their mind. With door delivery they may inspect the product, check the set and condition, and must decide within 15 minutes (q5291, updated Sep 23, 2026). Clothes and shoes can be tried on within the same 15 minutes (q2301).
The buyer files the refusal themselves: Мои заказы → «Отменить заказ» ("My orders → Cancel order"). It can be cancelled while the order hasn't been handed over. The courier takes the item to the same drop-off point where you handed it in, and in the cabinet the order shows up in «Отменены при доставке». Once you collect it, it moves to the Archive with the status «Отменен» (q2273, updated Sep 27, 2023).
Who pays for delivery
Not you. The seller pays the Kaspi Delivery tariff only for orders handed over to the buyer (q2305, updated Feb 13, 2026). The charge is made after the «Выдан» status (q2288, updated Jun 16, 2026). If the order was handed over and the buyer then filed a return, Kaspi also covers the trip back to the drop-off point.
Own delivery: couldn't reach the buyer
With own delivery, "didn't collect" usually looks like "didn't open the door and isn't answering the phone". For this the seller has a dedicated cancellation reason, «не дозвонился до покупателя» ("couldn't reach the buyer"); the other possible reason is «товара нет в наличии» ("item out of stock") (q2263, updated Jun 15, 2026).
Before cancelling, try rescheduling. With the buyer's consent, the own-delivery date can be moved by up to 5 days, in the «Дата доставки» ("Delivery date") line of the order (q2256). You can send the buyer's number to your courier in a messenger, and the call reaches the person in the Kaspi.kz app (q5292, updated Sep 24, 2026). Sometimes a buyer won't answer an unknown number but will pick up a call through the app.
Does such a cancellation affect your indicators? The seller-fault cancellation indicator counts three reasons: out of stock, didn't deliver on time, didn't accept the order in time (q2249, updated Feb 25, 2026). "Couldn't reach the buyer" isn't on that list. But don't abuse it: for systematic cancellations Kaspi may take measures up to disconnection (q4981, updated Jun 1, 2026). How the cancellation share is calculated is covered in detail in our article on order cancellations on Kaspi.
Collecting goods from the drop-off point
A cancelled or returned order won't travel back to your warehouse by itself. It can be collected from the Kaspi.kz drop-off point by the seller or an employee with a power of attorney to receive goods; a template is in the Guide (q2284, updated Jan 22, 2026).
You can't put this off, for a simple reason. Until you collect the cancelled and returned orders, you won't be able to hand in new goods for Kaspi Delivery at that point. For a store that takes orders to the same point every day, that means shipping stops.
Don't forget stock levels
Stock is restored after a cancellation in different ways (q3694, updated Nov 3, 2025). With own delivery and pickup — automatically. With Kaspi Delivery also automatically, if the order was in the «Новые» ("New"), «На подписании» ("Awaiting signature"), «Предзаказ» ("Pre-order") or «Упаковка» ("Packing") statuses. But if it had already moved to «Передача» ("Handover") or «Передан на Kaspi Доставку» ("Handed to Kaspi Delivery"), collect the item and correct stock manually: Товары → В продаже → «Изменить цену и остатки» ("Products → On sale → Change price and stock").
This is a common hole in bookkeeping. The item is on the shelf, the cabinet shows zero, and the card sits without sales. The reverse is worse: you corrected the stock in advance, before collecting the box, and at the drop-off point it turned out not everything came back. Check the goods by hand first, then change the number in the cabinet. If the packaging is damaged or the set is incomplete, record it right away, on the spot, while the order isn't yet closed in the Archive.
Money: what happens to payment and commission
The buyer may have paid for the order upfront, but the money reaches the seller only after the «Выдан» status, minus commission (q1346, updated Mar 27, 2026). An order that wasn't handed over never lands in your account, so you have nothing to refund to the buyer. When the buyer cancels, Kaspi also returns the commission (q1344, updated Jan 6, 2026).
For details on when the money arrives and how to plan working capital, see when a Kaspi seller gets paid for an order.
When the buyer doesn't hand over the item for a return
A similar but different situation: the order was handed over, the buyer filed a return, but never gave the item to the courier. Here the rule favours the seller. The money stays with you, and the buyer can move the handover date twice, by no more than 5 days in total. On the third failed attempt the request is cancelled automatically (q4309, updated Nov 3, 2025).
Don't relax too early: the buyer may file the request again, and you'll have to review it once more. How returns work overall is covered in our article on returns on Kaspi for sellers.
Why orders aren't collected and what depends on you
Kaspi doesn't publish what share of orders stays uncollected, and there's no common benchmark. Compare yourself with yourself: month to month, product to product. If one item has noticeably more uncollected orders than the rest, the cause is usually the item itself.
What to check first:
- Delivery time. To district centres Kaspi Delivery takes 5–6 days on average, to regional cities two to three days (q2291, updated Jul 31, 2024). In a week a person has time to buy the same thing in the shop next door.
- Description and photos. A buyer who inspected the item at the door and refused was most often expecting something else: colour, size, set. For clothes and shoes there is a separate procedure for replacing the size chart (q4860, updated Mar 26, 2026).
- Long pre-orders. The longer the wait, the higher the chance the person changes their mind by the time it arrives.
- Your courier's delivery time. If the buyer is at work all day and the courier comes at lunchtime, missed calls are built into the schedule. Ask in a chat or by phone when it suits the person, and shift the route.
A call before an expensive order is cheap insurance. Two minutes of conversation tell you whether the person is home and hasn't changed their mind, while a second courier run costs more.
The math: what an uncollected order costs
A hypothetical example, not a client case. A store ships 300 orders a month, and buyers don't collect 4% of them. The average item costs 6,000 ₸ to buy.
| Item | Kaspi Delivery | Own delivery |
|---|---|---|
| Uncollected orders per month | 12 | 12 |
| Delivery tariff for them | 0 ₸ | — |
| Courier runs there and back (1,600 ₸ per order) | — | 19,200 ₸ |
| Trips to the drop-off point for returns (4 trips at 2,000 ₸) | 8,000 ₸ | — |
| Packaging that has to be replaced (300 ₸ each) | 3,600 ₸ | 3,600 ₸ |
| Goods in transit, 7 days on average | 72,000 ₸ frozen | 72,000 ₸ frozen |
| Direct losses per month | 11,600 ₸ | 22,800 ₸ |
Losses = Uncollected orders × (Runs + Packaging) + Trips for returns
The numbers are modest while the uncollected share is low. If it rises to 10%, own-delivery losses are already 57,000 ₸ a month, and that's a reason to look at what's wrong: long delivery times, an inaccurate description or inconvenient timing.
Common mistakes when buyers don't collect orders
- Not checking the «Отменены при доставке» tab and learning about returns when the drop-off point refuses new shipments.
- Sending an employee to collect returns without a power of attorney.
- Collecting the goods but not correcting stock, so the card sits at zero.
- Moving the pickup or own-delivery date without notifying the buyer.
- Cancelling an own-delivery order after the first missed call without trying a call through the app.
- Waiting for money for an order that was never handed over.
- Not looking into the causes when uncollected orders rise above normal.
Checklist: uncollected orders
Every morning open «Отменены при доставке» and «Самовывоз» — they show what's stuck. Then, depending on the situation:
- a pickup order is on its second day — call, extend by up to 5 days if needed;
- the order is in a locker — do nothing, in three days it returns to the drop-off point;
- the Kaspi Delivery courier didn't hand it over — wait for the second attempt;
- own delivery, couldn't reach the buyer — call through the app, reschedule with consent;
- returns are waiting at the drop-off point — collect them on the next trip, with a power of attorney for the employee;
- after a return — check stock in the cabinet;
- once a month — calculate the share of uncollected orders and compare it with last month.
How to automate prices and avoid selling at a loss
Uncollected orders are a cost your price has to absorb. The SaleScout Kaspi bot checks prices every 20 seconds, keeps you at the top of the product card and never goes below the minimum price you set. When a competitor raises their price, the bot raises yours too. You can try the bot free for 7 days, no card needed.
Frequently asked questions about uncollected orders on Kaspi
How long can a buyer leave a pickup order uncollected?
Three days after placing it. Then the order cancels itself and the buyer gets a message in the Kaspi.kz app.
Can the pickup deadline be extended?
Yes, but only by the seller and by no more than 5 days. Notify the buyer, then in «Заказы» tap the date line and pick a new day.
How long is an order kept in a Kaspi Postomat?
Three days from the moment the courier put it in the locker. If the buyer doesn't come, the order is cancelled and the item returns to the drop-off point.
What should I do if the buyer refused the order at the door?
Nothing urgent: the buyer files the refusal in the app, and the courier takes the item to the drop-off point. Your job is to collect the order from the «Отменены при доставке» tab and correct stock if it didn't restore itself.
Does the seller pay for Kaspi Delivery if the order wasn't collected?
No. The tariff is only charged for orders with the «Выдан» status. A cancelled or undelivered order costs you nothing for delivery.
Where do I collect an order the buyer didn't pick up?
At the Kaspi.kz drop-off point where you handed it in. The seller or an employee with a power of attorney to receive goods can come.
What happens if I don't collect returns from the drop-off point?
The point won't accept new Kaspi Delivery orders from you until you collect the cancelled and returned ones. It's best to take them on every trip.
Do uncollected orders affect store indicators?
A buyer's cancellation doesn't count toward seller-fault cancellations. With own delivery, "couldn't reach the buyer" isn't among the three reasons that go into the indicator, but Kaspi notices systematic cancellations.
Sources
- Kaspi Guide. Pickup deadline — https://guide.kaspi.kz/partner/ru/shop/orders/q2262 (updated Oct 24, 2023); changing the pickup date — https://guide.kaspi.kz/partner/ru/shop/orders/q2261 (updated Sep 27, 2023); changing the delivery date — https://guide.kaspi.kz/partner/ru/shop/orders/q2256 (updated Mar 11, 2024)
- Kaspi Guide. Order statuses — https://guide.kaspi.kz/partner/ru/shop/orders/q2255 (updated Jun 15, 2026); cancelling an order — https://guide.kaspi.kz/partner/ru/shop/orders/q2263 (updated Jun 15, 2026)
- Kaspi Guide. Buyer refused after delivery — https://guide.kaspi.kz/partner/ru/shop/orders/q2273 (updated Sep 27, 2023)
- Kaspi Guide. Storage in Kaspi Postomat — https://guide.kaspi.kz/partner/ru/shop/delivery/shipping/q2310 (updated Apr 4, 2025)
- Kaspi Guide. Courier couldn't hand over the order — https://guide.kaspi.kz/partner/ru/shop/delivery/shipping/q2302 (updated Nov 6, 2023); delivery charge on cancellation — https://guide.kaspi.kz/partner/ru/shop/delivery/shipping/q2305 (updated Feb 13, 2026)
- Kaspi Guide. Checking the order on receipt — https://guide.kaspi.kz/partner/ru/shop/delivery/shipping/q5291 (updated Sep 23, 2026); trying on — https://guide.kaspi.kz/partner/ru/shop/delivery/shipping/q2301 (updated Nov 6, 2023)
- Kaspi Guide. «Тарифы Kaspi Доставки» (Kaspi Delivery tariffs) — https://guide.kaspi.kz/partner/ru/shop/delivery/shipping/q2288 (updated Jun 16, 2026)
- Kaspi Guide. Who can collect goods from the drop-off point — https://guide.kaspi.kz/partner/ru/shop/refund/q2284 (updated Jan 22, 2026)
- Kaspi Guide. Stock after cancellation — https://guide.kaspi.kz/partner/ru/shop/goods/leftovers/q3694 (updated Nov 3, 2025)
- Kaspi Guide. Seller-fault cancellations — https://guide.kaspi.kz/partner/ru/shop/quality_index/cancelled_orders/q2249 (updated Feb 25, 2026); cancellations with own delivery — https://guide.kaspi.kz/partner/ru/shop/delivery/own/q4981 (updated Jun 1, 2026); buyer's number for the courier — https://guide.kaspi.kz/partner/ru/shop/delivery/own/q5292 (updated Sep 24, 2026)
- Kaspi Guide. «Когда я получу деньги» (When will I get the money) — https://guide.kaspi.kz/partner/ru/shop/returns/q1346 (updated Mar 27, 2026); commission — https://guide.kaspi.kz/partner/ru/shop/conditions/q1344 (updated Jan 6, 2026)
- Kaspi Guide. Buyer didn't hand over the item for a return — https://guide.kaspi.kz/partner/ru/shop/refund/q4309 (updated Nov 3, 2025); Kaspi Delivery times — https://guide.kaspi.kz/partner/ru/shop/delivery/shipping/q2291 (updated Jul 31, 2024); size chart — https://guide.kaspi.kz/partner/ru/shop/goods/edit/q4860 (updated Mar 26, 2026)
The sources are in Russian; original titles are given with English translations. All links checked Oct 27, 2026.
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