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DoorDash Integration: FAQ & Reference Guide
A quick reference for how your store's data syncs with DoorDash
This guide breaks down exactly how DoorDash integrates with your store across several settings. Here is what is currently supported:
| Feature | Status | Notes |
|---|---|---|
| Data Sync Frequency | Yes | System only tracks active/inactive, not quantity. 1 in stock = active (customer can buy more than 1); anything under 1 = inactive |
| Delivery Hours | Yes | Store must reach out to us to send over store hours |
| Pickup Hours | Yes | Store must reach out to us to send over store hours |
| Pausing Orders | Yes | Orders can be paused from the dashboard. See linked instructions for details |
| Bag Fee | Not supported | N/A |
| Bottle Deposits | Yes | Default is a separate deposit field; can be added to total if needed |
| Prep Time | Not supported | N/A |
| Delivery Fees | No | Set up on the DoorDash platform; only product cost is sent |
| Customer Cancellations | Yes | A pop-up will appear in the dashboard and in the order's activity log |
| Marking Items Out of Stock | Yes | Managed directly through the POS |
| Tax | Yes - External | Tax rate is sent, but does not reflect in the City Hive total |
DoorDash FAQ
Processing orders
For instructions on processing DoorDash orders through the dashboard, you can refer to our article here
Do I need to complete onboarding?
No, onboarding is only required for new merchants using our platform to manage their website. If you are utilizing the platform for the sole purpose of this integration, you do not need to complete the onboarding process.
Which sections of City Hive should I use?
Merchants using the platform solely for integration should only use the Inventory, Add-on, and Data Feed sections. Other sections are not relevant.
How do I update my items in City Hive?
Refer to our Update Product Information article for detailed instructions on updating product information in the dashboard.
Does pausing deliveries or enabling pickup/delivery in the City Hive dashboard affect the store’s status?
If the “Pause deliveries until” option is used, the store will be marked as paused for the specified time. Otherwise, as long as pickup or delivery is enabled in the dashboard, the store will be shown as active on DoorDash.
How are returned orders reflected in City Hive, and how should refunds be handled?
When an order is returned to the store, it will still appear as approved in City Hive. To ensure accurate records, the refund should be processed directly in the dashboard.
Data Feed Issues
If a merchant reports that their markup or pricing rules are not applying on the marketplace, they should first check their City Hive dashboard to make sure everything is set up correctly. If everything appears accurate in City Hive, they will need to reach out to their account representative at the marketplace for further assistance. When troubleshooting pricing discrepancies, merchants should:
- Confirm that the markup is applied.
- Verify the price listed on the product page in the Inventory section of the dashboard.
It’s also important to note that changes to the data feed are not immediate and may take up to 24 hours to reflect before assuming there is an issue.
Quantity Discrepancies & Missing Items
Similar to pricing issues, merchants should first verify that the correct quantities and items appear in their City Hive dashboard. If the data is accurate in City Hive, this indicates the issue is occurring on the marketplace side. Merchants should continue to manage their inventory through the platform and reach out to the marketplace’s support team if discrepancies persist.
Deposits
Most marketplaces do not support specifying deposits or additional fees directly. City Hive already handles this automatically by default where supported, but deposits themselves cannot be set or controlled through the marketplace order. Editing the order on our end does not add or apply a separate deposit field.
Remove add-on and feed
Disconnecting the add-on and disabling the feed will stop the integration.
Payment Processing
Payment for DoorDash orders is processed through DoorDash. This integration solely involves transferring order data into your system, and the pricing and fees associated with DoorDash orders are determined by DoorDash.
Can I update my store hours for my DoorDash marketplace through City Hive?
No, we only send the product feed. Store information updates made in City Hive will not reflect on the marketplace.
DoorDash told me to contact City Hive—what should I do?
If DoorDash advises you to contact us, please email support@cityhive.net and include your DoorDash representative in CC. This helps maintain a record and allows us to loop in our representative if necessary.