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Uber Eats Integration: FAQ & Reference Guide
A quick reference for how your store's data syncs with Uber Eats
This guide breaks down exactly how Uber Eats integrates with your store across several settings. Here is what is currently supported:
| Feature | Status | Notes |
|---|---|---|
| Data Sync Frequency | Yes | We send all items and notify in-stock vs. out-of-stock. Quantity is not specified due to Uber's setup |
| Delivery Hours | Yes | N/A |
| Pickup Hours | Yes | N/A |
| Pausing Orders | Yes | Orders can be paused from either the dashboard or your Uber dashboard. See linked instructions for details |
| Bag Fee | Not supported | N/A |
| Bottle Deposits | Yes | Included in the total price — not broken out separately |
| Prep Time | Yes | Default prep time is 10 minutes |
| Delivery Fees | No | Set up on the Uber 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 | Yes - External | Tax rate is sent, but does not reflect in the City Hive total |
Uber Eats FAQ
Processing orders
For instructions on processing Uber Eats 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 often does City Hive send data to Uber?
City Hive automatically sends data to Uber every 60 minutes.
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.
When orders are placed through Uber Eats, do they automatically sync with inventory, or is manual adjustment required for each approved order?
Orders coming into the dashboard will sync back to the POS the same way, regardless of origin, as long as they aren’t in-store orders already recorded in the POS.
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.
How are order disputes and payment issues handled?
All order-related issues and payment disputes are handled by their dedicated customer support team. If you were incorrectly paid for an order that wasn’t completed, or were not paid for a completed order, please contact them directly at merchants@uber.com for resolution.
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 Uber Eats.
Estimated Delivery Times
The default delivery time is 30 minutes. If would like to reflect real-time delivery estimates, activate Onfleet here
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.
How are deposit fees applied when syncing from the POS?
When deposit fees are synced from the POS, they are included as part of the item’s price. This amount is added on top of any markup applied. For example, if an item costs $10, has a $0.30 deposit fee, and a 10% markup is applied, the final price on Uber will be $11.30.
Remove add-on and feed
Disconnecting the add-on and disabling the feed will stop the integration.