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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 |
|---|---|---|
| Inventory | Automatic | The inventory included in your Uber data feed is synced to Uber every 60 minutes. Item quantities are not provided due to Uber's current platform limitations. If a product is missing from your City Hive dashboard, please contact support@cityhive.net. |
| Product Information | See Notes | For inventory information (such as product size) that appears correctly in City Hive but incorrectly in Uber, please contact merchants@uber.com. |
| Processing Orders | Automatic | Orders are automatically sent to both the City Hive dashboard and the Uber Eats platform. Customer cancellations are automatically reflected as long as a driver has not been dispatched. Learn how to accept orders here. |
| Editing Orders | See Notes | When editing an Uber Eats order, item quantities can be reduced but cannot be increased. Items can only be substituted in their entirety. For example, if a customer orders three bottles of Tito's, the order can be updated to three bottles of Stoli, but not to two bottles of Tito's and one bottle of Stoli. |
| Operating Hours | Automatic | Pickup times are determined by your pickup hours configured in City Hive. |
| Prep Time | Automatic | Uber's default prep time is 10 minutes. To adjust this for your account, please email merchants@uber.com. |
| Order Cutoff Time | Automatic | Uber automatically stops accepting same-day orders 15 minutes before your store closes. To increase this buffer, please email merchants@uber.com. |
| Holiday Hours | Optional | Holiday hours can be set to reflect temporary changes to a store's operating hours. |
| Pausing Orders | Optional | Orders can be paused directly from the City Hive dashboard. |
| Bag Fee | Optional | Bag fees can be built into product pricing. Uber does not support a single bag fee per order. Contact support@cityhive.net for setup. |
| Bottle Deposits | Automatic | Bottle deposits are automatically synced to Uber from City Hive if they have already been configured. Contact support@cityhive.net for setup if needed. |
Uber Eats FAQ
Do I need to complete City Hive 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 can ignore the prompt at the top of your screen.
Can I do my own deliveries?
Yes. You can ask your Uber representative to enable merchant-managed deliveries for your account. Once enabled, you'll be able to choose between your City Hive fulfillment methods for each order, allowing you to either deliver orders yourself or dispatch an Uber driver.
By default, the estimated delivery time is set to 30 minutes. If you'd like to display real-time delivery estimates to customers, you can activate the Onfleet integration.
When orders are placed through Uber Eats, do they automatically sync with my POS?
Depending on your POS, Uber Eats orders can automatically sync back to your POS through City Hive using the Two-Way Order Sync Back add-on. Otherwise, you'll need to manually record the sale in your POS using a custom payment method, just as you would for a customer checking out at the register.
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.
How do I stop the integration to Uber?
Disconnecting the add-on and disabling the feed will stop the integration.