Feedback on Kaspi: reviews, complaints and contacting a seller

In short: how reviews, complaints and contacting a seller work on Kaspi.

• A review can be left within 14 days after receiving the item: Kaspi.kz app → "Magnet" → the relevant item in "Purchases" → "Leave a review"; publication occurs after moderation.
• Sellers cannot delete reviews themselves: they submit a complaint about the review from the seller dashboard, Kaspi moderators consider it for 1–3 business days and remove only reviews that violate rules (inaccuracy, insults, spam).
• A complaint about a seller is filed via the "Problem with order" option in the app or by the free number 9999 — attach photos, screenshots of correspondence and order details.
• You can contact the seller via the product card, order history (the "Contact seller" button) or through Kaspi support as an intermediary.
• Sellers should reply to negative reviews within 24 hours: thanks, an apology and a concrete solution directly affect rating and sales.

The reviews and feedback system on the Kaspi.kz marketplace plays a critical role for both buyers and sellers. For buyers, it helps make informed choices about products and stores; for sellers, it helps improve service and build customer trust. Knowing how the system works makes it possible to interact effectively on the platform, resolve issues quickly and build long-term customer relationships.

This article covers all aspects of feedback on Kaspi.kz: from writing and deleting reviews to filing complaints and establishing contact with sellers. It also includes practical recommendations for sellers on working with reviews and customer inquiries.

See also: direct login link and step-by-step instructions — kabinet prodavca Kaspi.kz.

How a customer can leave a review in a Kaspi store after an order

Customer reviews are one of the most important factors in shaping a seller's reputation on Kaspi. The system allows buyers to share impressions about purchased products and the level of service in stores.

Step-by-step guide to writing a review:

• Open the Kaspi.kz app and sign in to your account.
• Go to the "Magnet" section (bottom menu of the app).
• Select the "Purchases" tab, where your order history is shown.
• Find the relevant order and open the product page or order details.
• Tap "Leave a review", add your text, rating and, if needed, photos.
• Post timing: reviews can be left within 14 days after delivery/receipt; the review is published after moderation.

Tips for writing a useful review: be specific about the condition of the product, delivery timing and communication with the seller; attach photos if the item differs from the description. Objective, fact-based reviews help other buyers and simplify dispute resolution.

How a seller can remove a store review

Sellers do not have a button to delete reviews directly. If a review contains prohibited content or is demonstrably false, the seller should:

• Submit a complaint about the review from the seller dashboard (kabinet prodavca) or via the appropriate option in the seller tools.
• Provide reasons and evidence (screenshots, delivery documents, proofs of compliance with description).
• Moderators at Kaspi review complaints within 1–3 business days and delete reviews that violate rules: false statements, obscene language, threats, spam, or personal data leaks.

While the complaint is being processed, the seller is advised to leave a public reply under the review: politely explain the situation and offer to resolve the problem. Public dialog often reassures other customers and can lead the reviewer to update their feedback.

How to file a complaint against a seller or store

If the product or service does not match the description, or there are other problems with the order, buyers can file a complaint:

• Open the order details in the Kaspi.kz app and choose the "Problem with order" option.
• Alternatively, contact Kaspi support via the free number 9999 or through the support section in the app/website.
• Attach evidence: photos of the item, screenshots of correspondence, receipts and order details. Describe the problem clearly and state the desired resolution (refund, replacement, repair, etc.).

Kaspi will review the complaint, may request additional information, and will notify you of the outcome. Typical processing times vary depending on complexity, but initial consideration usually starts within a few business days.

How to contact a Kaspi store seller

There are several ways to contact the seller directly:

• From the product card: many seller pages include a "Contact seller" option or contact details.
• From order history: open the "Purchases" section, select the order and tap the "Contact seller" button to start a chat regarding the order.
• If the seller has provided a phone number or e‑mail, you can use those contacts for faster communication.
• If you cannot reach the seller or the issue remains unresolved, use Kaspi support as an intermediary to escalate the case.

When contacting the seller, include the order number, describe the issue briefly and attach photos if relevant. Clear, neutral communication speeds up problem solving.

How AWW helps sellers manage reputation on Kaspi

AWW is a service that helps sellers work with reviews and complaints at scale. Typical capabilities include:

• Monitoring incoming reviews and mentions across product pages and orders.
• Automating template responses while allowing personalization for complex cases.
• Generating analytics and reputation reports to spot trends and recurring issues.
• Preparing well-structured appeals and evidence packages for submission to Kaspi support and moderators.
• Organizing internal workflows for faster resolution of complaints and improving customer care processes.

Using tools like AWW helps sellers react faster, reduce the negative impact of dissatisfied customers and improve overall ratings on Kaspi.

Recommendations for sellers: how to respond to negative reviews and complaints

• Respond within 24 hours. Quick replies show you care and are visible to other buyers.
• Be polite and concise: thank the customer, apologize for the inconvenience and propose a concrete solution (replacement, refund, discount, etc.).
• Document the conversation: keep screenshots and records of the offer and customer's response.
• If the review violates rules, file a moderation request with evidence, but continue a constructive public dialog in parallel.
• After resolving the issue, ask the customer to update their review — many satisfied buyers agree to amend feedback.
• Analyze recurring complaints and fix root causes: product descriptions, packaging, delivery partners, or internal processes.

Conclusion: the role of communication in sales growth and customer loyalty

On Kaspi.kz, transparent and prompt communication between buyers, sellers and the platform is a foundation of trust. Correct handling of reviews and complaints not only resolves individual disputes but also builds a positive public reputation that drives conversions and repeat purchases. Sellers who combine timely responses, clear policies and useful tools like AWW are more likely to maintain high ratings and grow sales.