Returns, rassrochka and documents on Kaspi: a guide for sellers

In short: how a seller should handle returns, rassrochka and documents on Kaspi.

• Returns are created in the seller cabinet: “Orders” → the relevant order → “Create return” → reason → confirm; funds are refunded to the buyer within 1–3 business days.
• Returns are possible only for orders with status “Delivered” or “Received”; the transaction fee is not reimbursed to the seller, and a high return rate lowers the store’s ranking.
• Rassrochka is enabled for free: “Store settings” → “Payment methods” → “Kaspi Рассрочка”; the seller receives the full amount immediately after delivery confirmation minus the commission.
• QR codes, waybills and receipts are printed from the seller cabinet (sections “Store profile”, “Orders”, “Transactions”); statements are generated in the “Finances” section as PDF or Excel.
• Process return requests within 24 hours and record reasons — this protects your rating and helps prevent repeat returns.

Effective management of a store on the Kaspi.kz platform requires sellers not only to add products and process orders, but also to competently handle customer requests.

See also: direct link to login and step-by-step instructions — Kaspi.kz seller cabinet.

Returns, configuring rassrochka and working with documentation are key aspects of trading activity that affect store rating and customer loyalty.

Understanding return procedures lets you quickly resolve disputes and minimize reputational risks. Knowing how rassrochka works expands your sales opportunities, while being able to handle documents ensures legal protection of transactions and simplifies interaction with tax authorities.

This article explains how a seller can efficiently manage these processes, where to find the relevant functions in the seller cabinet and which nuances to consider when dealing with customer requests.

Processing a return in the Kaspi store

Product return is a procedure every seller faces regularly. Correct and timely processing of a return not only complies with consumer protection law but also positively affects the store’s ranking on the platform.

Grounds for a return

According to Kaspi rules and Kazakhstan legislation, a buyer may return a product for the following reasons:

• Product of inadequate quality (defect, malfunction)
• Product does not match the declared specifications
• Buyer refused the purchase before receiving the product
• Buyer returns a product of proper quality within 14 days of receipt without giving a reason (except for items not subject to return under law)

How to create a return

Steps for the seller in the personal cabinet:

1. Go to “Orders” and open the order card for the relevant purchase.
2. Click “Create return” and select the reason from the list; add a detailed description if needed.
3. Attach photos or videos showing the defect, if applicable, and upload required documents (warranty card, purchase confirmation, etc.).
4. Confirm the return request. Kaspi support will check the request and provide instructions for logistics (pickup, drop-off points, or return by courier).
5. After verification, Kaspi initiates the refund to the buyer; you will receive a notification about any adjustments in your settlement.

Inspection and refund timing

After the buyer returns the item, a quality inspection is carried out according to Kaspi procedures. If the return is confirmed, the funds are refunded to the buyer within 1–3 business days from approval. If inspection reveals inconsistencies, Kaspi will notify both parties and may open an investigation.

Commission and financial consequences

The seller's transaction commission is not refunded when an order is returned — the seller bears this cost. The return amount is reflected in the seller's settlement statements and may be deducted from subsequent payouts according to Kaspi’s rules.

Disputed cases

In disputes (e.g., buyer claims a defect that the seller contests), Kaspi examines the evidence: photos, shipping records, correspondence and attached documents. Prompt and clear documentation from the seller increases the likelihood of a favorable outcome.

Working with rassrochka in the Kaspi store

Connecting Kaspi Рассрочка expands buyer payment options and can increase conversions. Below are the key points for sellers.

How to enable rassrochka

In the seller cabinet go to “Store settings” → “Payment methods” → enable “Kaspi Рассрочка” for eligible products. Ensure your product listings meet platform requirements for rassrochka (price thresholds, correct categories, availability).

How payments and settlements work

When a sale is made via rassrochka, the buyer pays through Kaspi’s system according to the instalment schedule. The seller receives payment from Kaspi after delivery confirmation, typically as the full amount minus the platform commission. Kaspi then collects instalment payments from the buyer.

Returns for rassrochka purchases

If a product purchased on rassrochka is returned, Kaspi initiates the refund process. The financial reconciliation follows the platform’s rules: Kaspi reflects the return in the seller’s settlements and adjusts subsequent payouts. Keep in mind that commissions and any financing-related costs are handled according to Kaspi terms and may not be refundable to the seller.

Working with documents in Kaspi

Proper document handling helps with accounting, tax compliance and dispute resolution. Kaspi provides several tools in the seller cabinet.

What you can print and download

• QR codes and receipts — from the “Orders” or “Store profile” sections;
• Waybills and delivery documents — from the specific order card or “Orders” list;
• Transactions and settlements — in “Finances”, exportable as PDF or Excel;
• Acts of acceptance, invoices and fiscal receipts — where required by law and platform settings.

How to keep records

Keep electronic copies of sales checks, invoices, acceptance certificates, warranty cards and payment confirmations. Also store photos of the product and packaging and any correspondence with the buyer — these are important if Kaspi requests evidence during a dispute or if tax authorities conduct checks.

Tips for efficient use of Kaspi Store features

• Respond to return requests within 24 hours and always log the reason — quick processing protects your rating.
• Provide clear, accurate descriptions and high-quality photos to reduce returns for mismatched expectations.
• Check product quality and packaging before shipment — this reduces damage claims.
• Keep all documents organized and easily accessible in the seller cabinet for fast submission when requested.
• Enable Kaspi Рассрочка for eligible items to increase conversion, but monitor terms and commissions to ensure margins remain acceptable.

Optimizing interaction with customers and the Kaspi platform

Good customer service and transparent processes help keep return rates low and maintain a high store rating.

Use templates for common responses, set up internal checklists for order packing and inspection, and track return reasons to identify systemic issues (for example, recurring defects from a particular supplier or mistakes in product descriptions).

Regularly review analytics in the seller cabinet: return rates by SKU, delivery issues, and dispute outcomes. This data helps prioritize improvements and reduce costs associated with returns.

Finally, maintain proactive communication with Kaspi support when complex cases arise; timely cooperation often speeds up resolution and minimizes financial impact.