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Instacart Integration: FAQ & Reference Guide
A quick reference for how your store's data syncs with Instacart
This guide breaks down exactly how Instacart integrates with your store across several settings. Here is what is currently supported:
| Feature | Status | Notes |
|---|---|---|
| Data Sync Frequency | Yes | We only send inventory (in-stock items only) — nothing else applies |
| Delivery Hours | — | Not specified |
| Pickup Hours | — | Not specified |
| Pausing Orders | Yes | Orders can be paused from the dashboard. See linked instructions for details |
| Bag Fee | Not supported | N/A |
| Bottle Deposits | — | Not specified |
| Prep Time | Not supported | N/A |
| Delivery Fees | No | Set up on the Instacart 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 through the POS |
| Tax | — | Not specified |
Instacart FAQ
Do I need to complete onboarding through City Hive?
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, Order, 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.
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.
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.