Marketplace logistics is the set of processes for receiving, storing, picking, delivering and returning goods organised between the seller, the warehouse operator and the delivery service. For a seller on Kaspi.kz, logistics determines sales velocity, order cost and the level of returns.
How marketplace logistics works: key links
Logistics is broken into four main blocks with clear responsibilities for the seller and the marketplace operator:
- Receiving and storage — goods arrive at the warehouse, are inspected and placed into storage locations.
- Picking and packing — order assembly, packing according to marketplace standards, labelling.
- Delivery (last mile) — handover to a courier or regional delivery service and final delivery to the buyer.
- Returns and service — acceptance of returned items, condition inspection, return to stock or disposal.
In practice there are two operational formats:
- FBS (Fulfillment by Seller) — the seller is responsible for storage, picking and handover to the courier. The seller creates barcodes and complies with Kaspi's receiving requirements.
- FBO / Fulfillment by Operator — the operator (for example Kaspi fulfillment warehouses or partners) takes on storage, picking and handing the order to the courier; the seller ships goods to the operator's warehouse in bulk shipments.
A typical cycle from order to handover to the courier: receive order → reserve stock in the warehouse → pick and pack → print labels → move to the shipping area → hand over to the courier. An important additional flow is returns handling, which requires a separate inspection process and decision making (return to sale / repair / write-off).
Why a seller must control logistics: concrete metrics
Logistics directly affects conversion, margin and operational risk. Key metrics a seller should monitor:
- Order processing time (order processing time): target for active SKUs — < 6 hours; for lower-priority items — < 24 hours.
- Delivery times to the buyer: in major cities via Kaspi express services — from a few hours up to 1 day; to regions — usually 1–3 days.
- Out-of-stock rate (OOS): target < 2–5%. Each lost sale reduces visibility and ranking.
- Order fulfilment cost: target range for most categories — 5–12% of the order value; above that, optimise packaging and shipment frequency.
- Return rate: aim for as low as possible; typical target ranges vary by category (often < 5–10%). Track return reasons to act on quality, description and packing.
- Inspection and rejection rate at receiving: percentage of inbound items rejected due to non-compliance with acceptance rules — keep low by following Kaspi requirements.
Examples of logistical schemes on Kaspi.kz and when to choose them
Choice of scheme depends on volumes, SKU velocity, SKU size and regional coverage needs:
- Small volumes, high-margin products — FBS: seller controls stock, which reduces fees and is suitable for slow-turn or fragile items. Works well when you can meet Kaspi's packing and labelling standards consistently.
- High volumes, wide regional demand — FBO: operator consolidation gives scale, faster last-mile delivery and simpler returns processing. Good for fast-moving consumer goods and seasonal peaks.
- Hybrid model: keep bestsellers and heavy SKUs in FBO for speed and cost efficiency, while slow-movers or customised items remain FBS. This balances fees, fulfilment speed and stock control.
- Cross-dock / drop-shipping variants: for some sellers it's efficient to use direct-to-consumer shipping for low-margin, bulky items while using FBO for standard SKUs.
When choosing, run a simple cost model: include Kaspi fees, pick-and-pack costs, returns handling, lost-sales risk from OOS and the impact of delivery speed on conversion and Buy Box chances.
Practical tips and a checklist for Kaspi.kz sellers
Basic operational steps to improve logistics performance:
- Standardise packaging sizes and materials to reduce damage and speed packing.
- Label and barcode every SKU consistently; keep a digital record that matches physical stock.
- Prioritise fast-moving SKUs in the warehouse layout for quicker picking.
- Integrate with Kaspi APIs and your WMS to automate reservations, label printing and status updates.
- Set clear KPIs and SLAs with any 3PL or warehouse operator and review performance weekly.
- Implement a returns inspection protocol with photos and clear disposition rules.
- Forecast demand and run replenishment cycles to keep OOS low without overstocking.
Chek-list before shipping a batch to an operator or Kaspi warehouse:
- Verify SKU barcodes, quantities and pack lists against the electronic shipment.
- Ensure outer carton labels include the shipment code and content list matching the e-waybill.
- Check packaging integrity and protective materials for fragile items.
- Confirm lead times and pickup windows with the operator to avoid demurrage or missed slots.
- Upload all required documents and photos to the Kaspi portal before the carrier arrives.
Typical seller mistakes and how to avoid them
- Poor labelling and mismatch with the system — causes rejections and delays. Solution: enforce a packing checklist and random QC on outbound shipments.
- Incorrect forecasting — leads to OOS or excessive holding costs. Solution: use historical sales data, seasonality and promotions to update forecasts weekly.
- Not tracking return reasons — misses opportunities to fix product descriptions, images or packing. Solution: log return reasons, attach photos and act on recurring issues.
- Underestimating last-mile complexity — especially for remote regions. Solution: choose FBO or reliable regional partners for predictable delivery and returns.
- Manual processes — increase errors and slowdowns. Solution: automate routines (label printing, reservations, inventory sync) via integrations.
How technologies help manage logistics
Technology reduces manual work and improves transparency across the fulfilment chain:
- WMS integration — real-time inventory, automated picking optimisation and packing workflows.
- Marketplace API — instant order import, status updates and automated label generation.
- Tracking and notifications — improve customer experience and reduce inquiries by providing delivery status updates.
- Analytics and dashboards — monitor KPIs (OOS, processing time, return reasons, cost per order) to prioritise improvements.
- Photo-based QC and returns tools — speed inspection and support dispute resolution with visual evidence.
Combining these tools with disciplined operational processes helps sellers on Kaspi.kz increase on-shelf availability, shorten delivery times and reduce fulfilment costs.
Часто задаваемые вопросы
- How do I choose between FBS and FBO for my Kaspi.kz store?
- Evaluate volume and margin: for low volumes and high margins FBS is often more profitable; for large volumes FBO offers better scalability and delivery speed. Check your ability to meet receiving and labelling requirements — if you can’t consistently maintain them, FBO is preferable. Consider regional delivery speed: FBO usually provides more predictable last mile and returns handling.
- What specific labelling and packaging requirements does Kaspi impose at receiving?
- Kaspi requires a single barcode per SKU, clear itemisation and transport-resistant packaging to prevent damage. Each carton must have a shipment label with the shipment code and a contents list matching the electronic waybill. Non-compliance can lead to fines, rejected receiving or delays in stocking.
- How can I reduce order processing time in the warehouse and speed up handover to the courier?
- Automate reservation and label printing via marketplace API and your WMS to eliminate manual steps. Optimise item placement by turnover and standardise packing kits for faster picking. Conduct regular audit walks and train staff on packing and labelling standards.
- Which logistics KPIs should I monitor to reduce the number of returns?
- Track returns by reason (damage, mismatch with description, missing parts) and delivery lead time. Monitor rates of under-pick and damage at receiving/after delivery, and compliance of packaging with standards. Analyse repeat returns by SKU and quickly update packaging, product descriptions and assembly instructions as needed.
- How do I organise the returns process on Kaspi to minimise losses and speed reintegration into saleable stock?
- Set a clear protocol for receiving and inspecting returns with criteria for return-to-stock, repair or write-off. Keep a digital return record with photos and inspection outcome to resolve disputes and track cost impact. Create fast paths for quick QC of resalable items and prioritise restocking those SKUs on the warehouse floor.
