The seller buys and does the packaging for Kaspi Delivery themselves: Kaspi doesn't hand out bags or boxes. Small items up to 1 kg go into a courier bag of at least 15×12 cm or a box of at least 14×20 cm; fragile items go into a box with the empty space filled and an «Осторожно! Хрупкое» (Caution! Fragile) sticker; factory packaging goes into another cardboard box. The shipping label is attached on top of all layers with at least two strips of tape. The main reason to follow the instructions: if the product is damaged and it wasn't packed by the rules, the Kaspi.kz Shop may refuse compensation.
In short
- You buy the packaging yourself. Tape doesn't count as a seal; you need a sticker seal with a unique number or a security bag.
- Packaging smaller than 15×12 cm for a courier bag or 14×20 cm for a box isn't accepted for shipping.
- A product with a side over 70 cm or a weight over 20 kg is considered large: each piece is packed separately and gets its own label.
- A factory box goes into another cardboard box. Otherwise a claim about damage to it will be rejected.
- Compensation for damage is 10%, 30% or 100%, depending on what happened to the product.
What Kaspi requires from packaging
The main document
Kaspi has a separate instruction, «Как упаковать товар для Kaspi Доставки» (How to pack goods for Kaspi Delivery), as a PDF, and the Kaspi Guide says plainly: if a product is packed incorrectly, the Kaspi.kz Shop may refuse compensation for damage (q2296, updated Nov 5, 2025). So packaging isn't about looks. It's the condition under which you get your money back for a broken product at all.
How delivery itself works, how much it costs and how long it takes we covered in the article Kaspi Delivery for sellers. Here it's only about the box and everything that goes into it.
Accepted materials
The instruction lists materials by purpose. The most common ones for a regular shop:
| Material | Purpose | Requirement |
|---|---|---|
| Courier bag | Small items up to 1 kg | At least 15×12 cm, you buy it yourself |
| Cardboard box | Protect the product or factory packaging | For large items, five-layer corrugated board |
| Stretch film | Protect factory packaging | Only clear and colorless; colored film isn't accepted |
| Bubble wrap, cardboard, foam | Fill empty space, cover corners | — |
| Thick cardboard | Product protection | From 1 mm thick |
| Polyethylene foam | Cushioning | At least 5 mm thick |
| Polyethylene bag or film | Moisture and dust | Density from 120 microns |
| Sticker seal or security bag | Tamper evidence | Tape doesn't count as a seal |
For heavy and large cargo, the list includes a wooden crate (from 9 mm), an MDF or chipboard box (sheet from 8 mm), extruded foam from 12 mm and a rigid pallet with access for a pallet jack. Most sellers of electronics, clothing and home goods won't need this, but those who ship furniture or machinery should open the full PDF.
Seals: what counts and what doesn't
A seal is needed to show whether the parcel was opened after shipping. Kaspi counts as a seal a clear or holographic sticker with the manufacturer's code or logo, a perforated paper strip that can't be removed in one piece, a service sticker with an inspection date, a metal seal for jewelry and a strap seal for sacks and oversized goods. For cosmetics and perfume, film without a code also counts as a seal (q5110, updated Jul 14, 2026).
Why does this matter? A seal broken in transit is one of the grounds for a claim against Kaspi Delivery (q2991, updated Jul 14, 2026). No seal, and you'll have nothing to prove the parcel was opened. An individual numbered sticker seal costs pennies compared to a phone that reached the buyer without its charger.
How to pack, step by step
Small items up to 1 kg
Cases, cables, cosmetics, accessories. You put the product in its factory packaging into a courier bag of at least 15×12 cm or a box of at least 14×20 cm and put a sticker seal on the flap. If there's space left in the bag and the product moves around, add bubble wrap. Several small items from one order can be packed together under one label.
Fragile items
Dishes, glass, mirrors, electronics with a screen. The rule here: the product must not move inside. If it's poorly secured in the factory box, Kaspi directly advises opening the box and securing it. Empty space is filled with paper, bubble wrap or foam, and corners and sharp edges are covered with cardboard. On top goes the «Осторожно! Хрупкое» sticker.
The test is simple and honest: close the box and shake it. If something knocked inside, repack.
The factory box as part of the product
Many buyers get electronics or perfume as a gift, and an intact box matters to them. According to the instruction, factory packaging goes into a sturdy cardboard box and is taped well. If you send it "as is," with just a label on the side, a claim for damage to the factory packaging will be rejected.
Liquids, batteries, fuel
For liquids and goods that must travel in a certain position, handling marks are used, for example «Верх» (this side up). Packaging with batteries gets «Осторожно. Аккумуляторные батареи» (Caution. Batteries), and flammable goods get «Огнеопасно» (Flammable). Fuel tanks must be empty, and compressors and equipment with fuel systems are packed so they can be opened and checked at the drop-off point.
Large items and several pieces
Kaspi considers a product large if at least one side is longer than 70 cm or it weighs more than 20 kg. Each part of such a product is packed separately with its own label attached. The Kaspi Guide example is an air conditioner made of two modules in two boxes (q3043, updated Aug 22, 2024).
The number of boxes is entered in Заказы → Упаковка, in the «Количество мест» (number of pieces) field, then «Я упаковал, распечатать накладные» (I've packed, print labels). If an order has several products, it's convenient to count the pieces using the pick list. One more limit: orders with goods over 20 kg and 70 cm or from the «Шины» (tires) category are only accepted at points without size restrictions (q2298, updated Mar 5, 2026).
The shipping label: size, attachment, common problems
The label can be any size, but no smaller than A7, which is 105×74 mm. The data must print clearly, or it won't be scanned at the drop-off point. On a courier bag, the label goes into the pocket and is taped over. On other packaging, it's attached on top of all materials with at least two strips of tape.
A new label must not be stuck over an old one. This is one of the reasons goods won't be accepted: you need to remove the previous one or repack the order (q3047, updated Jan 22, 2026). This happens especially often with returns that the seller ships a second time in the same box. How to print labels and pick orders by the pick list is covered in detail in the article shipping labels and pick lists on Kaspi.
When to take packed orders to the drop-off point
Packing isn't enough; you need to hand it over in time. Orders are dropped off on the day shown in the order details, and the window depends on the warehouse setting «Срок доставки после получения заказа» (delivery time after the order is received). If yours is set to "before 12:00," handover runs from 10:00 to 16:00; if "after 12:00," from 10:00 to 20:00 (q3047, updated Jan 22, 2026). Missed it? You bring it the next day on the same schedule.
There's a nuance people remember only at the drop-off window. If the point is holding your orders that buyers returned or cancelled, you first need to pick them up, and only then will they accept new ones. So it's convenient for the packer to start the day by checking returns in the cabinet rather than with boxes.
Packing videos and claims
Why film it
This is a recommendation from the same instruction: film how you pack the order, with the date and time visible in the video. It sounds like extra hassle until a buyer writes that the box had no charger. Then the recording is the only thing you have.
You don't need a studio. A phone on a tripod looks down at the table where you pack. The frame shows the label with the order number, the product itself and the moment the seal is applied. There's no need to keep everything forever; it's enough to keep the recordings while claims on the order can still come in.
Deadlines and compensation amounts
There are two deadlines, and they're short. If the order traveled within a city, you have 10 calendar days for a claim; if across Kazakhstan, 45. They're counted from the day you or the buyer received the damaged product. And if nobody noted the damage in the return act, only one day remains. Photos or videos showing the date and time are attached to the claim (q2306, updated Nov 25, 2025).
| Compensation | What happened to the product |
|---|---|
| 10% | The product looks sellable, but the branded packaging is damaged or missing |
| 30% | The back or side parts are damaged, the product still looks sellable, components are lost |
| 100% | The front and body are damaged, the product no longer looks sellable, main parts are missing |
With 100% compensation, the product must be kept for a month after the money arrives in the Kaspi Pay Account: the courier service will collect it. If you don't hand it over, the compensation may be withdrawn. The other grounds for a claim, including a broken seal and contents not matching the label, are listed in q2991.
The math: when good packaging pays off
A hypothetical example, not a client case. Material prices and the damage rate are made up for the calculation; yours will differ.
Suppose simple packaging (a courier bag and a seal) costs 150 ₸ per order, and reinforced packaging (box, bubble wrap, filler, seal, «Хрупкое» sticker) costs 600 ₸. The difference is 450 ₸; for 100 orders that's 45,000 ₸.
| Product | Price | Damage per 100 orders without reinforced packaging | Loss if compensation is refused | Extra cost of reinforced packaging per 100 orders |
|---|---|---|---|---|
| Ceramic dinner set | 25,000 ₸ | 2 | 50,000 ₸ | 45,000 ₸ |
| Phone case | 3,000 ₸ | 0 | 0 ₸ | 45,000 ₸ |
The break-even formula: reinforced packaging is justified if its extra cost is less than damage rate × product price × the share that isn't compensated. At a price of 25,000 ₸ and a full refusal of compensation, the threshold is 450 ÷ 25,000 = 1.8%. If at least two out of every hundred dinner sets arrive broken, reinforced packaging is already cheaper.
With the case it's the opposite: it doesn't break, and spending 600 ₸ on it makes no sense. A courier bag of the right size and a seal are enough. Besides direct losses, a broken order has a cost you can't put in a table: a bad review and a return. How they hit your rating and what to do with returns is covered in the article refunds on Kaspi for sellers.
Common mistakes when packing for Kaspi Delivery
Tape instead of a seal. Under the instruction, tape doesn't count as a seal. If the parcel is opened, you'll have nothing to prove it with.
A factory box without an outer box. Pretty, quick and hopeless: a claim for damage to the factory packaging will be rejected.
A small bag "to fit the product," for example 10×10 cm for a flash drive. Packaging smaller than 15×12 cm isn't accepted, and the order will come back to your warehouse.
Colored stretch film. Only clear and colorless film is accepted.
A new label over the old one. The drop-off point will refuse, and you'll have to remove the old one or repack.
People also often forget about the number of pieces. An air conditioner in two boxes with one label means a lost second box or a refusal at drop-off.
Packing right at the drop-off point. Kaspi asks sellers to pack at their own warehouse to avoid queues, and in a rush it's easiest to skip the seal and the filler.
No video. Without a recording with the date and time, a dispute comes down to your word against the buyer's.
Checklist: the order is ready for Kaspi Delivery
- The product doesn't move inside, and empty space is filled.
- Factory packaging is in a separate cardboard box.
- The bag is at least 15×12 cm, the box for small items at least 14×20 cm.
- A numbered sticker seal is applied or a security bag is used.
- Fragile items have «Осторожно! Хрупкое», liquids have handling marks.
- For a product over 70 cm or 20 kg, the correct number of pieces is entered.
- The label is at least A7, clearly printed, fixed with two strips of tape or placed in the bag's pocket.
- Old labels are removed.
- The packing is filmed with the date and time.
- The drop-off point accepts your dimensions.
How to automate what happens before packing
Packing starts when an order comes in, and the order goes to whoever has the best offer in the product card. 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. Build the cost of packaging into your minimum price, especially for fragile goods, where it reaches hundreds of tenge per order. 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 required.
Frequently asked questions about packing for Kaspi Delivery
Does Kaspi provide packaging for orders?
No. The seller buys courier bags, boxes and sticker seals themselves. You can also use branded bags with your own logo.
What is the minimum packaging size for Kaspi Delivery?
Anything lighter than a kilogram travels in a courier bag from 15×12 cm or a box from 14×20 cm. Smaller isn't allowed; such an order will simply be returned to you.
Does a Kaspi order need a seal?
According to Kaspi's instruction, yes: a sticker seal with a unique number is on the list of materials. A piece of tape doesn't replace it. And without a seal, you'll have nothing to prove the box was opened on the way.
What should I do if a product was damaged in Kaspi Delivery?
File a claim and attach photos or videos. For delivery within a city you get 10 calendar days, across Kazakhstan 45. If the return act has no note about damage, it's a matter of hours: you only have 24 hours.
How much does Kaspi compensate for a damaged product?
It depends on what broke. Only the branded box got crushed: 10%. The side or back is damaged, but the product still looks sellable: 30%. The product no longer looks sellable or is missing main parts: 100%, and then it must be kept for a month for the courier service.
How do I ship a product that comes in several boxes?
Each box is packed separately and gets its own label. You enter the number of boxes in the «Количество мест» field in Заказы → Упаковка, before printing the labels.
Why wasn't my order accepted at the drop-off point?
Most often it's packaging that doesn't follow the rules or a label stuck over an old one. Sometimes the point simply doesn't accept those dimensions, or you arrived after your handover window. And check whether your returns are waiting there: until you pick them up, new orders won't be taken.
Sources
All links checked Oct 24, 2026. The sources are in Russian; original titles are given with English translations.
- Kaspi. «Как упаковать товар для Kaspi Доставки» (How to pack goods for Kaspi Delivery, PDF) — https://guide.kaspi.kz/partner/ru/shop/documents/Kak-upakovat-tovar-dlya-kaspi-dostavki_ (file: https://guide.kaspi.kz/cdn/content/pay/documents/Kak-upakovat-tovar-dlya-kaspi-dostavki_.pdf.pdf), checked Oct 24, 2026
- Kaspi Guide. «Как правильно подготовить товар для передачи на Kaspi Доставку?» (How to properly prepare goods for handover to Kaspi Delivery?) — https://guide.kaspi.kz/partner/ru/shop/delivery/shipping/q2296 (updated Nov 5, 2025)
- Kaspi Guide. «Мой товар был поврежден при Kaspi Доставке по Казахстану. Что делать?» (My product was damaged in Kaspi Delivery across Kazakhstan. What to do?) — https://guide.kaspi.kz/partner/ru/shop/delivery/shipping/q2306 (updated Nov 25, 2025)
- Kaspi Guide. «Я могу подать претензию к Kaspi Доставке?» (Can I file a claim against Kaspi Delivery?) — https://guide.kaspi.kz/partner/ru/shop/delivery/shipping/q2991 (updated Jul 14, 2026)
- Kaspi Guide. «Что такое пломба в Kaspi Доставке?» (What is a seal in Kaspi Delivery?) — https://guide.kaspi.kz/partner/ru/shop/delivery/shipping/q5110 (updated Jul 14, 2026)
- Kaspi Guide. A product in several parts — https://guide.kaspi.kz/partner/ru/shop/delivery/shipping/q3043 (updated Aug 22, 2024)
- Kaspi Guide. Why goods were not accepted — https://guide.kaspi.kz/partner/ru/shop/delivery/shipping/q3047 (updated Jan 22, 2026); drop-off points and size limits — https://guide.kaspi.kz/partner/ru/shop/delivery/shipping/q2298 (updated Mar 5, 2026)
Bota, analyst
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