A buyer on Kaspi can return a product within 14 days if it has not been used and still looks as sold, and a defective product within 30 days or until the end of the warranty period. For every request, the seller has two timers: first decide whether to take the product for inspection, then either process the return or refuse it. Miss the deadline and Kaspi accepts the request for you; at the second stage it debits the money from your account itself. The fee comes back on a return; the delivery you paid for does not.
In short
- A request that arrives before 11:00 must be reviewed on the same business day. After 11:00, by the end of the next day. Silence works against you here: the request is accepted automatically.
- You can refuse only for reasons from Kaspi's list and with a justification. The buyer may dispute the refusal, and Kaspi's decision on the dispute cannot be appealed.
- Systematic refusals are grounds for measures up to and including disconnection. Quality returns must stay below 2% of purchases: with 300 orders, that is no more than five such returns.
- One return of a delivered 15,000 ₸ order costs you at least 1,425 ₸ in the hypothetical example below, and three times more if the product then sells at a markdown.
- A returned product must be collected from the drop-off point: 30 days of storage, then disposal, and while it sits there, new orders will not be accepted at that point.
How a return request moves: stages and deadlines
The buyer files a return in the Kaspi.kz app, attaching photos and a reason. You get a message in Kaspi Pay, and the request appears in your seller cabinet under «Возвраты» ("Returns") (Kaspi Guide, q2798, updated Sep 21, 2026). Kaspi Guide is Kaspi's official help center for partners. The request then moves through tabs: «Новые» ("New"), «На доставке» ("In delivery"), «Ожидают решения» ("Awaiting decision"), «Споры» ("Disputes") and «Закрытые заявки» ("Closed requests") (q2799).
The first timer is for deciding whether you accept the product for inspection (q2801):
| When the request arrived | Deadline for the first decision | What happens if you stay silent |
|---|---|---|
| Business day before 11:00 | The same business day | The request is accepted automatically, the product travels to you for inspection |
| Business day after 11:00 | By the end of the next day | The same |
| Weekend or holiday | The next business day | The same |
| The product is already with you, no decision made | The date in the request, at least three business days | The return is processed on its own, the money goes to the buyer within an hour, you can no longer refuse |
Note the difference between the rows. A missed first deadline is not a disaster yet: you will receive the product and can inspect it. A missed second one means money debited from your account without your decision, and such a return cannot be disputed (q2807).
How the product gets back to you depends on its size and on how it was delivered. It may be your warehouse, a Kaspi drop-off point, or you collect it from the buyer yourself (q2803). If you deliver yourself, you collect large items (heavier than 20 kg or with a side longer than 70 cm), and the buyer brings everything else to your warehouse. The warehouse address is taken from «Настройки → Склады и магазины» ("Settings → Warehouses and stores"); if there is no location, you go for the product yourself (q2856, updated May 15, 2026).
One more detail from the rules. If the buyer has filed a return but has not handed the product to the courier, the money stays with you. The buyer can reschedule the handover twice, up to five days in total, and on the third failed attempt the request is cancelled automatically (q4309, updated Nov 3, 2025). They can still file a new request, and you will have to review it from scratch.
Accept, refuse or send for expert examination
First decision: whether to take the product for inspection
At this stage you have two options: «Получить товар на проверку» ("Receive the product for inspection") or «Отказать в возврате» ("Refuse the return"). A refusal is possible only with a reason from the list: the product's appearance is not preserved or it has been used, the product is not returnable under Art. 30 of the Law "On Consumer Protection", the buyer sent blurry photos, the set is complete, or "other" with your own text. A justification is written in any case (q2806, q5283, updated Sep 22, 2026).
In practice, refusing based on photos makes sense when the pictures really show use: a worn sole, cut-off tags, installation marks. If the photo just shows a box, it is wiser to take the product for inspection. A "blind" refusal will almost certainly turn into a dispute, and you risk losing that dispute without having seen the product.
Second decision: after inspection
The product is with you. Now there are three options (q2798):
- «Оформить возврат» ("Process the return"): the money is debited from your account and reaches the buyer within an hour (q2805).
- «Отказать в возврате» ("Refuse the return"): the reasons here are slightly different: appearance, the product is not returnable, the product or packaging is damaged, the product was handed to the delivery service, "other".
- «Отправить на экспертизу» ("Send for expert examination"): only for categories that require a quality check. The examination and the reply to the buyer get 30 days.
Kaspi explicitly advises against processing a return before the product is in your hands. Technically you can, but then, if something is missing or defective, you can no longer refuse the buyer or file a compensation request; you will have to sort it out yourself with the customer or the courier service (q2275).
If a completely different product arrives, not the one you sold, you still have to collect it, choose "Other" in the refusal and describe exactly what was returned (q2279). Photograph the unboxing: serial number, set, condition. This is your main argument if it comes to a dispute.
Dispute: what happens after a refusal
The buyer can dispute the refusal in the app within three days, and then the request goes to Kaspi for review. While the review is under way, you can still change your mind and process the return (q2806). Kaspi's decision on the dispute is final and cannot be appealed (q2808).
If no dispute was opened, contact the buyer through «Детали заказа» ("Order details") and return the product to them; after that, the request will close. Refused and then realized you were too hasty? Wait until the buyer disputes it, then process the return in the «Ожидает решения» ("Awaiting decision") tab (q3724).
Where the line is: what the rules prohibit
Kaspi has a separate section of its rules on returns (seller rules, section 4, updated Sep 30, 2026). It is worth knowing by heart, because a violation here hurts more than one lost return. It is prohibited to:
- refuse the return of a product of proper quality within 14 calendar days if its appearance is preserved, and refuse without lawful reasons at all (clauses 4.3, 4.8);
- push repair instead of exchange or return; if the buyer agreed to a repair, it should not take more than 10 calendar days (clauses 4.1, 4.4);
- charge the buyer for the expert examination, drag it out longer than 30 days or send the person to do it themselves (clause 4.5);
- withhold a fee or ask for an extra payment on a return or exchange (clause 4.6);
- ask the buyer to change the return reason or cancel the return, let alone for a reward (clause 4.7);
- set the status «На экспертизе» ("Under examination") if the product was not handed to a service center (section 4, clause 9);
- deliberately delay the decision when the product is already with you (clause 4.2).
Kaspi also writes separately that a seller who systematically refuses returns faces restrictive measures up to and including a complete termination of cooperation (q5283). The Guide does not specify how many refusals count as "systematic". So treat every refusal as an entry in your personal file: with photos, a justification and a clear reason.
Clause 4.7 is especially treacherous. A call saying "please file it as 'wrong size' rather than 'not as in the photo'" seems like a small thing, but it is a direct violation. The return reason affects the quality metric, and Kaspi understands that as well as you do.
Quality returns: the 2% threshold and what it means in units
The number of returns does not affect the seller rating. What matters is their share in the «Возвраты по качеству» ("Quality returns") metric: it includes returns with the reasons «Не как на фото или в описании» ("Not as in the photo or description"), «Не работает или работает плохо» ("Does not work or works poorly"), «Подделка» ("Counterfeit") and, for smartphones and tablets, «IMEI не верифицирован» ("IMEI not verified"). The share must be below 2% of all purchases; otherwise it is a breach of the quality metric requirements (q2809, updated Mar 20, 2026).
Two percent sounds substantial. In units it is far more modest. Here is how many quality returns you can get and still stay strictly below the threshold:
| Purchases in the calculation period | Allowed quality returns | Share at that level |
|---|---|---|
| 50 | 0 | 0% |
| 100 | 1 | 1% |
| 150 | 2 | 1.33% |
| 300 | 5 | 1.67% |
| 600 | 11 | 1.83% |
| 1,000 | 19 | 1.9% |
The calculation: allowed = round up (purchases × 0.02) − 1. Look at the first row. A store made 50 sales in the period, and one buyer returned a phone case with the note "color not as in the photo". That is exactly 2%, and it has to be below. One return was enough to be in breach, while a neighbor with a thousand orders can have nineteen such returns.
The calculation window is visible in the cabinet under «Показатели качества → Возвраты по качеству» ("Quality metrics → Quality returns"). If the metric has already crossed the threshold, a plan for the first day and two weeks is in the article if your Kaspi store was blocked.
The consolation is weak, but it exists. If a buyer returned the product, their review does not count toward the rating (q3016), so a one-star review saying "defective" disappears from the average score. The return itself with the reason "does not work" still goes into the quality metric; the Guide describes no exceptions for this case.
What one return costs
What the losses are made of
Here is how money moves on a return. The sales fee is automatically returned to your Kaspi Pay account when you process the return in the cabinet (q1347). If the product was sold with product bonuses (Kaspi's cashback points), the bonus amount comes back together with the fee (q3810). But the outbound delivery of a delivered order remains your expense; Kaspi pays only for the way back to the drop-off point. Fees and payment logic are covered in detail in the article Kaspi Delivery for sellers.
So a return costs you one-way delivery, the box (you usually cannot use it a second time) and a markdown if the item can no longer be sold as new. The time of the person who drives to the drop-off point is money too. Everyone's rate is different, so we did not include it in the table.
Calculation on four products
A hypothetical example, not a client case. City delivery including VAT: 1,275 ₸ for an order from 10,000 ₸ up to 5 kg and 811 ₸ for an order from 5,000 to 10,000 ₸ (q2288, 2026 fees excluding VAT, plus 16% VAT). We set the packaging and the markdown share ourselves; plug in your own.
| Product | Price | Delivery incl. VAT | Packaging | Markdown | Loss on one return |
|---|---|---|---|---|---|
| Headphones, returned intact | 8,000 ₸ | 811 ₸ | 100 ₸ | 0 | 911 ₸ |
| Coffee grinder, returned intact | 15,000 ₸ | 1,275 ₸ | 150 ₸ | 0 | 1,425 ₸ |
| Coffee grinder, opened, sold at a 20% markdown | 15,000 ₸ | 1,275 ₸ | 150 ₸ | 3,000 ₸ | 4,425 ₸ |
| Vacuum cleaner, opened, 30% markdown | 45,000 ₸ | 1,275 ₸ | 300 ₸ | 13,500 ₸ | 15,075 ₸ |
How many regular sales you need to "win back" one return:
N = Loss on the return ÷ Profit per order
If the coffee grinder brings in 3,000 ₸ net, an intact return eats half of one sale, and a return with a markdown eats one and a half. With a profit of 6,000 ₸, the vacuum cleaner needs another two and a half sales after an opened return just to break even. That is why it is better to build the return reserve into the minimum price of each SKU separately rather than as one number for the whole store; how to put that price together in full is in the article how not to sell at a loss.
Why "opened" is the most expensive row
The law allows returning a product of proper quality if its appearance is preserved, while Kaspi's rules prohibit selling unpacked products that were used for demonstration, as well as used products (clauses 3.2–3.3). You cannot list a returned opened product as new again. What is left is a markdown through another channel, a return to the supplier if the contract allows it, or a write-off.
Returns at a Kaspi drop-off point
When a return arrives at a drop-off point, Kaspi Pay sends a message with the address, and the request gets the status «Заберите товар со склада» ("Collect the product from the warehouse") (q2285). The deadline for collecting it is shown in the request. The product is stored for 30 days, after which it is disposed of (q2286, updated Aug 6, 2026).
While your returns and cancellations sit at the point, new orders for Kaspi Delivery will not be accepted there. Picture a Friday evening: twenty orders are packed, the driver has pulled up to the window, and nothing can be handed over because three returns have been sitting there since last week. The seller can collect them in person, or an employee with a power of attorney can; Kaspi provides a template in the Guide (q2284).
At the point itself, first inspect the transport packaging. If it is damaged, open it in front of a drop-off point employee, and only then sign the acceptance certificate. If something is missing or defective, a claim is filed through a form, and if the decision is positive, the money arrives in your Kaspi Pay account (q2271). Deadlines for claims against Kaspi Delivery are 24 hours if the certificate has no damage note, and 10 or 45 calendar days in other cases; more in the article on delivery.
Did the buyer return the product with damage or signs of use that were not there when you shipped it? That is a lawful reason for refusal: «Товар или упаковка повреждены» ("The product or packaging is damaged") (q2277). If it was damaged during the return by Kaspi Delivery, file a compensation claim in parallel.
How to get fewer returns
If the buyer simply changed their mind, there is almost nothing you can do. Quality returns are different: their cause usually lies in the product card or in the box, that is, in your warehouse.
A typical story: the supplier quietly changed the packaging, and now there is one attachment in the box instead of two, while the product card still says "set of two". A week later, "not as described" returns start coming in. Rule 3.1 directly prohibits shipping an incomplete product. Kaspi advises listing specifications, sizes in the photos, materials and the set in the product card, and adding a video guide for complex items (q2251); checking all of this against what is actually in the box is up to you.
One habit helps at packing: photograph the box contents before sealing it. Five seconds. But when a request says "wrong item arrived" or "no cable", you will have a dated photo, and for electronics a serial number in the frame as well.
Once a week, export quality returns and sort them by SKU. If it turns out that most of them come from one item, there are three ways forward: rewrite the product card, check the batch or look for another supplier.
Common mistakes
- A missed deadline when the product is already with you. Here Kaspi processes the return itself and debits the money within an hour. The item may have arrived scratched, but you can no longer refuse, and you lose the product's price together with the delivery.
- A return processed before inspection. It is allowed, but if something is missing, you lose both the right to refuse and the right to compensation. On a 45,000 ₸ vacuum cleaner, the whole price is at stake.
- A refusal without photos and justification. The buyer opens a dispute, Kaspi makes the final decision, and the money goes anyway. The store's history gets one more refusal, and systematic refusals are grounds for measures.
- "Please file it with a different reason." This is clause 4.7 of the rules. You save one line in the metric and risk sales restrictions.
- Returns forgotten at the drop-off point. While they are there, you cannot hand over new orders at that point, and after 30 days the product is disposed of. If you ship twenty orders a day, a week of such forgetfulness costs you a failed shipment.
- One reserve percentage for the whole store. For headphones a return costs half a sale; for an opened vacuum cleaner, two and a half. The average figure hides exactly the loss-making items.
- Hoping delivery comes back with the fee. It will not. On a 15,000 ₸ coffee grinder, after a return you are minus 1,275 ₸ on delivery alone.
Checklist
- Notifications about return requests in Kaspi Pay are turned on for the person who actually handles them.
- Requests that arrive before 11:00 are reviewed the same day.
- The warehouse address for returns is set in the cabinet if you deliver yourself.
- The product is inspected before the return is processed, and the unboxing is photographed.
- Every refusal has a reason from Kaspi's list and a written justification.
- The employee who collects returns has a power of attorney.
- The «Возвраты по качеству» ("Quality returns") metric is open in the cabinet, and you know how many such returns you can get in this period.
- The return reserve is built into the minimum price of each SKU.
Two more items matter more than the rest, so they have no numbers. Returns are collected from the drop-off point in the first days, not "when the car is available": whether tomorrow's orders are accepted depends on it. And once a week, someone looks at quality returns by SKU; only then can you see that one product is to blame, not "buyers getting pickier".
How to automate it
You handle the returns, but the price that already includes the reserve for them can be held by a dumping bot (repricing bot). The SaleScout Kaspi bot checks prices every 20 seconds, puts you at the top of the product card and never goes below the minimum price you set. When a competitor raises their price or leaves the product card, the bot raises your price to just below the next seller. You can try the bot free for 7 days, no card required.
FAQ
How many days does a buyer have to return a product on Kaspi?
It depends on the product. If it has not been used and its appearance is preserved, 14 days after purchase. If the product is defective, 30 days or until the end of the manufacturer's warranty period, with reference to Art. 30 of the Law of the Republic of Kazakhstan "On Consumer Protection".
How much time does a seller have to review a return request on Kaspi?
A request that arrives on a business day before 11:00 must be reviewed the same day; after 11:00, by the end of the next day; on weekends, on the next business day. If you do not make it, the request is accepted automatically, and the product travels to you for inspection. Once the product is with you, you have the deadline from the request for a decision, at least three business days.
Can I refuse a buyer's return on Kaspi?
Yes, but only for reasons from Kaspi's list: used or appearance not preserved, the product is not returnable by law, blurry photos, complete set, damage, "other" with a justification. The buyer can dispute the refusal within three days, and Kaspi's decision on the dispute is final. For systematic refusals, Kaspi may restrict sales up to and including disconnection.
Does Kaspi return the fee when a product is returned?
Yes. The fee is automatically returned to your Kaspi Pay account when you process the return in the cabinet, and for a promotion with bonuses the bonus amount comes back too. The cost of outbound delivery of a delivered order remains your expense.
What happens if I do not collect a return from a Kaspi drop-off point?
The product is stored at the drop-off point for 30 days, after which it is disposed of. While your returns or cancellations sit there, new orders for Kaspi Delivery will not be accepted at that point. The seller can collect it in person, or an employee with a power of attorney can.
Do returns affect the seller rating on Kaspi?
Not the rating, and the review of a buyer who filed a return does not count toward the rating. But returns with the reasons "not as in the photo", "does not work" and "counterfeit" go into the «Возвраты по качеству» ("Quality returns") metric, and their share must be below 2% of purchases. With 300 purchases, that is no more than five such returns.
Can I process a return on Kaspi without receiving the product?
You can, but Kaspi advises against it. If you process a return before inspection, then if something is missing or defective you can no longer refuse the buyer or file a compensation request; you will have to settle the issue yourself. First collect the product, check it and photograph it.
Sources
All links checked Oct 17, 2026. The sources are in Russian; original titles are given with English translations.
- Kaspi Guide for partners. «Как происходит возврат товара в Магазине на Kaspi.kz?» (How does a product return work in a Store on Kaspi.kz?) — https://guide.kaspi.kz/partner/ru/shop/refund/q2798 (updated Sep 21, 2026); «В течение какого времени покупатель может вернуть товар…» (Within what time can a buyer return a product…) — https://guide.kaspi.kz/partner/ru/shop/refund/q2269 (updated Sep 21, 2026)
- Kaspi Guide. «Какие могут быть статусы у заявки на возврат» (What statuses a return request can have) — https://guide.kaspi.kz/partner/ru/shop/refund/q2799 (updated May 16, 2023); «В течение какого времени я должен рассмотреть заявку…» (Within what time must I review a request…) — https://guide.kaspi.kz/partner/ru/shop/refund/q2801 (updated May 17, 2023); «Что произойдёт, если я не успею принять решение…» (What happens if I do not make a decision in time…) — https://guide.kaspi.kz/partner/ru/shop/refund/q2807 (updated May 17, 2023)
- Kaspi Guide. «Как получить заказ на проверку» (How to receive an order for inspection) — https://guide.kaspi.kz/partner/ru/shop/refund/q2803 (updated Oct 23, 2023); «Как покупателю вернуть товар, если я доставил его самостоятельно?» (How does a buyer return a product if I delivered it myself?) — https://guide.kaspi.kz/partner/ru/shop/refund/q2856 (updated May 15, 2026); «Покупатель не передал товар курьеру» (The buyer did not hand the product to the courier) — https://guide.kaspi.kz/partner/ru/shop/refund/q4309 (updated Nov 3, 2025)
- Kaspi Guide. «Я не согласен на возврат товара. Что делать?» (I do not agree to the return. What should I do?) — https://guide.kaspi.kz/partner/ru/shop/refund/q2806 (updated Sep 21, 2026); «По каким причинам можно отказать…» (For what reasons can I refuse…) — https://guide.kaspi.kz/partner/ru/shop/refund/q5283 (updated Sep 22, 2026); «Я могу обжаловать решение Kaspi.kz…» (Can I appeal Kaspi.kz's decision…) — https://guide.kaspi.kz/partner/ru/shop/refund/q2808 (updated May 17, 2023); «Я отказал, но передумал» (I refused but changed my mind) — https://guide.kaspi.kz/partner/ru/shop/refund/q3724 (updated Nov 27, 2024)
- Kaspi Guide. «Я могу оформить возврат, не получив товар?» (Can I process a return without receiving the product?) — https://guide.kaspi.kz/partner/ru/shop/refund/q2275 (updated May 17, 2023); «Вернули товар с повреждениями» (A product was returned damaged) — https://guide.kaspi.kz/partner/ru/shop/refund/q2277 (updated Nov 27, 2024); «Я получил другой товар при возврате» (I received a different product in a return) — https://guide.kaspi.kz/partner/ru/shop/refund/q2279 (updated Nov 27, 2024); «Когда покупатель получит деньги» (When the buyer gets the money) — https://guide.kaspi.kz/partner/ru/shop/refund/q2805 (updated May 17, 2023)
- Kaspi Guide. «Количество возвратов влияет на рейтинг продавца?» (Does the number of returns affect the seller rating?) — https://guide.kaspi.kz/partner/ru/shop/refund/q2809 (updated Mar 20, 2026); «Отзыв при возврате учитывается в рейтинге?» (Does a review on a return count toward the rating?) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q3016 (updated Nov 27, 2023); «Как повысить рейтинг продавца» (How to improve the seller rating) — https://guide.kaspi.kz/partner/ru/shop/quality_index/rating/q2251 (updated Mar 13, 2026)
- Kaspi Guide. «Когда я должен забрать возврат из пункта приёма?» (When must I collect a return from the drop-off point?) — https://guide.kaspi.kz/partner/ru/shop/refund/q2286 (updated Aug 6, 2026); «Кто может забрать товар» (Who can collect the product) — https://guide.kaspi.kz/partner/ru/shop/refund/q2284 (updated Jan 22, 2026); «Как я узнаю, что товар поступил в пункт приёма» (How will I know the product has arrived at the drop-off point) — https://guide.kaspi.kz/partner/ru/shop/refund/q2285 (updated Jan 22, 2026); «Как правильно принять возврат в пункте приёма» (How to properly accept a return at the drop-off point) — https://guide.kaspi.kz/partner/ru/shop/refund/q2271 (updated Jan 22, 2026)
- Kaspi Guide. «Магазин вернёт комиссию при возврате?» (Will the store get the fee back on a return?) — https://guide.kaspi.kz/partner/ru/shop/returns/q1347 (updated Jan 17, 2025); «Возврат товара, купленного с бонусами» (Return of a product bought with bonuses) — https://guide.kaspi.kz/partner/ru/marketing/bonus_purchase/q3810 (updated Feb 5, 2025)
- Kaspi Guide. «Сколько стоит Kaspi Доставка?» (How much does Kaspi Delivery cost?) — https://guide.kaspi.kz/partner/ru/shop/delivery/shipping/q2288 (updated Jun 16, 2026); «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. «Какие правила работы с Магазином на Kaspi.kz?» (What are the rules for working with a Store on Kaspi.kz?) — https://guide.kaspi.kz/partner/ru/shop/conditions/q1342 (updated Sep 30, 2026)
Bota, analyst
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