Kaspi.kz is a popular marketplace where hundreds of sellers offer goods each day to millions of buyers. Kaspi.kz recently revised its approach to evaluating sellers: the rating is now built based on product-level reviews rather than only the overall company rating. These changes open new opportunities but also require extra attention to product quality and service. Let’s look at how the new algorithm works and how you can use it to grow your business.
Why did Kaspi.kz introduce a new rating?
See also: direct login link and step-by-step guide — Kaspi.kz seller cabinet.
The Kaspi.kz marketplace aims to ensure buyers can rely on a consistently high level of service. The rating is now formed based on evaluations of specific products rather than general company reviews. This change was made to:
- Improve service quality: Sellers need to focus on the specific products they offer and promptly fix issues when they arise.
- Create fairer evaluations: It prevents situations where a seller’s overall rating falls because of a few complaints even when the product quality remains high.
- Increase buyer trust: The new rating emphasizes the purchase experience, helping buyers make more informed decisions.
Kaspi.kz now pays attention not only to the seller’s general operations but also to reviews and ratings of every sold product.
How the rating affects business
The new rating significantly influences a seller’s visibility on the platform and buyer trust. The higher the rating, the more purchases and orders the seller receives. Consider three key benefits:
- Buyer trust: A high rating signals to buyers that they can expect good service and quality products.
- Search ranking: Sellers with higher ratings appear higher in search results. Even when prices are the same, Kaspi.kz favors sellers with a better reputation.
- Sales growth: High-rated sellers receive more orders and can increase profit. The more positive reviews and the higher the rating, the better the chance of attracting new buyers.
How a seller's rating on Kaspi.kz is calculated
The seller rating is calculated using a straightforward formula that takes into account completed orders, buyer ratings, and the number of cancellations. Here’s how it works:
Main factors include: product-level ratings left by buyers after purchase, the share of cancelled orders, shipping speed and accuracy, return rates, and the seller’s response time to claims. Kaspi also considers behavioral signals — conversion of the product card and the number of confirmed deliveries — so it’s important to control the entire order cycle.
The system weighs recent feedback more heavily, meaning improvements can be reflected in the rating relatively quickly if sellers address issues and collect positive product reviews.
New metric — cancellation rate
The cancellation rate (доля отмен) has become a visible and influential metric. It shows the share of orders that were cancelled by the seller or buyer at the seller’s stage. High cancellation rates negatively affect the rating and reduce visibility in search results.
Why cancellations happen most often:
- Inventory inaccuracies — product shown as available but out of stock;
- Delayed processing or shipping;
- Misleading description or specifications leading to buyer refusals;
- Problems with logistics or delivery partner confirmations.
To improve this metric, sellers should keep stock data accurate, reserve items on payment, and integrate their warehouse system with sales channels to minimize human errors.
Tips to raise the rating and increase sales
Improving the new rating requires a combination of operational changes and attention to the buyer experience. Practical steps:
- Maintain accurate inventory: Prevent cancellations by updating stock in real time and reserving goods at payment.
- Improve product cards: Use clear, accurate descriptions, high-quality photos from multiple angles, and, where relevant, short videos. Specify sizes, colors, EAN/GTIN codes and anything that reduces buyer uncertainty.
- Speed up processing and shipping: Reduce handling time, provide precise shipment tracking, and choose reliable logistics partners.
- Encourage honest feedback: Ask buyers to leave reviews via available Kaspi channels (without offering incentives that violate platform rules), and follow up politely if a buyer had an issue.
- Respond quickly to complaints: Reply within 24 hours, offer replacements or refunds when appropriate, and document communications to support dispute resolution.
- Monitor returns and causes: Analyze why returns happen and correct product descriptions, packaging, or supplier issues to reduce repeat cases.
Implementing these measures helps both the rating and conversion of product cards, increasing organic visibility and sales.
Example of working with the new rating
Imagine a seller of home electronics who previously relied on a strong overall company rating but had issues with a specific TV model: photos didn’t match the product, and delivery was often delayed. After the new rating launch, buyers began rating the TV negatively. The seller’s overall visibility for TVs fell, and sales of that model dropped.
The seller took the following actions:
- Updated the product card with correct photos, full specs and model codes;
- integrated stock checks with the warehouse and enabled reservation on payment;
- switched to a faster delivery partner and improved packaging;
- contacted buyers who left negative reviews, offered replacements or refunds, and documented the resolutions.
Within a few weeks, product-level ratings improved, the cancellation rate dropped, and the seller regained higher positions in search results — demonstrating how targeted work on specific SKUs affects the overall business on Kaspi.kz.
In short, the new Kaspi.kz rating shifts focus from abstract company reputation to real purchase experience per product. Sellers who prioritize accurate product information, reliable fulfillment and fast resolution of issues will benefit the most.
Часто задаваемые вопросы
- What specific metrics now form a seller's rating on Kaspi in 2026?
- The rating is built on product-level ratings, the share of cancelled orders, shipping speed and accuracy, return indicators and the seller’s response time to claims. Kaspi also takes into account behavioral signals — product card conversion and the number of confirmed deliveries — so it’s important to control the whole order cycle.
- How can I specifically reduce the cancellation rate on Kaspi and what level should I aim for?
- Reduce cancellations by keeping accurate stock counts, updating statuses promptly and reserving items upon payment; implement automatic stock checks and integrate with your accounting/warehouse system. For stable ranking it’s reasonable to aim for a cancellation rate below 2–3%, though the optimal target depends on the product category and competition.
- What steps help quickly collect positive product reviews after sale?
- Ensure the product matches its description and quality, include a short manual and contact for feedback in the package, and promptly resolve minor issues so the buyer leaves a good review. You can send a polite reminder to leave a review via Kaspi’s available channels, following platform rules and without offering direct rewards.
- How should I respond to negative reviews and returns so the rating doesn't suffer?
- Reply to negative reviews within 24 hours, offer a replacement or refund and document every step of the communication for potential dispute resolution. At the same time, fix the product card (photos, specs) and eliminate the root causes of returns so the issue doesn't repeat.
- Which changes to the product card have the biggest effect on visibility and rating?
- Update accurate specifications, use high-quality photos from different angles and a short video, indicate correct sizes/colors and relevant codes (EAN/GTIN) to reduce returns and improve conversion. Test different titles and keywords, monitor price and delivery options — improving product conversion directly boosts search positions.
