FAQ#

Click below to jump to the specific topic:

• What is Partner Portal and how do I get access?
• Where can I check my promotions?
• How do I view Assortment & Promotions updates in the Partner Portal?
• What are the common errors observed for Assortment & Promotions?
• Discount price changes during the campaign, do we have to deactivate the first campaign or can replace it with a new discount price?
• How do I find the Vendor ID?
• What If I already have internal Vendor IDs and I don’t want to use Delivery Hero IDs for Store Identifiers?
• How do I disable a Campaign?
• Can I change the start and end dates of a campaign, and what happens if they remove a specific SKU from a running campaign?
• Can I create a promotion for all vendors inside the chain?
• How many decimal points can the price go up to?
• Discount price changes during the campaign, do we have to deactivate the first campaign or can replace a new discount price?
• Where can I go for further support?

What is Partner Portal and how do I get access?#

The Partner Portal is a back-office tool designed to help partners efficiently manage their stores on our platform. It serves as a central hub where you can review and control various functions of your store operations. Once you're onboarded, our Account Management team will provide you with access to the portal.
Through the Partner Portal, you will be able to :

• View your product catalog
• Set up and configure store integrations
• Monitor promotions
• Define store opening and closing times
• Review orders across all your stores
• Identify issues and perform initial troubleshooting

Key Plugins:
Shops Integration Plugin
This plugin enables you to manage and review your integrations. You can:

• Review the daily job updates for both Promotion and Assortment SFTP files
• View existing integrations and their status
• Access uploaded SFTP files
• Review SFTP file contents and check for any errors that occurred during the upload process
• Pause the integration

Shops Promotions Plugin
This plugin gives you a complete overview of all promotions created for your store(s). You can:

• Review all active and historical promotions
• See how each promotion that was created (e.g., via SFTP or API)
• View detailed information including creation date, time, and affected SKUs
• Check promotional prices and scheduling

Where can I check my promotions?#

We offer Shops Promotions plugins accessible through the store's Partner Portal account that will allow you to check the current promotions.

How do I view Assortment & Promotions updates in the Partner Portal?#

Both of the Assortment and Promotions Files can be viewed in Shops Integration Plugin in the Partner Portal. Moreover, you are able to download the files that have been uploaded and see the errors if any occurred on the item level.

What are the common errors observed for Assortment & Promotions?#

• Incorrect Name Format (example of common errors)
  • qa_v4ft.csv → system will not read the vendor column in the file.
  • qa.csv → no vendor id is found in the file name → we fallback to vendor column search → if found → it proceeds , else it fails.
• Past date for the promotion- the line will fail if the date in the past is sent. You will see “Filtered by SFTP” when downloading the file
• The discount price is larger than the original price- the line will not be processed, if other lines are correct - they will be processed
• Incorrect Date format- the lines will fail. If you want to use different date format- please let your Account Manager know, we can accommodate that
• SKU does not exist in Catalog- if you have not added particular SKU to your Catalog - there is nothing to create a promotion for, therefore the line will be ignored and you will see “Missing SKU” error
• If you send discounted_price 0 or negative - the line will be ignored
• Incorrect Folder in foodpanda central was used to add the file- in this case the file will be rejected
• Duplicated SKU sent - in this case both lines will be ignored.

Discount price changes during the campaign, do we have to deactivate the first campaign or can replace it with a new discount price?#

If the discount price changes during the campaign, you can send the same file with the new dates and new prices, in this case our system will prioritise the latest start date and activate the new promotion.

How do I find the Vendor ID?#

Please reach out to your Account Manager to get the Vendor ID.

What If I already have internal Vendor IDs and I don’t want to use Delivery Hero IDs for Store Identifiers?#

If you have your own Vendor IDs, you are welcome to use them. Simply map your IDs in the Partner Portal under the "Vendor Identifier" section, as shown in the screenshot below, and link your external Vendor ID to the Delivery Hero Vendor ID.

How do I disable a Campaign?#

Vendors can disable the campaign for SKU(s) by adding the campaign_status field into uploaded CSV file and setting the value to “0”

Can I change the start and end dates of a campaign, and what happens if they remove a specific SKU from a running campaign?#

You cannot change the start and end dates of a campaign once it has been created. You can send the same file with the “campaign status”= 0 and then send the new file with the different date.

Can I create a promotion for all vendors inside the chain?#

By sending “all” in the vendors column all vendors inside the chain will be part of the promotion.

How many decimal points can the price go up to?#

Only first three decimals are supported, example: 4.5555555 will lead to 4.555

Discount price changes during the campaign, do we have to deactivate the first campaign or can replace a new discount price?#

If the discount price changes during the campaign, you can send the same file with the new dates and new prices, in this case our system will prioritise the latest start date and activate the new promotion.

Where can I go for further support?#

If you have any questions regarding the integration or if you are facing errors, please contact the Key Account integration Team via keyaccountsQC@deliveryhero.com or your Account Manager.