FAQ#

Click below to jump to the topics:

• What is Partner Portal and how do I get access?
• How do I view Assortment updates in Partner Portal?
• How do I find my Vendor ID?
• What If I already have internal Vendor IDs and I don’t want to use Delivery Hero IDs for Store Identifiers?
• What should be the expected sync time for Assortment?
• What is the recommended upload frequency?
• Do I use the vendor ID as the file name to run a multi-vendor assortment update?
• What are the common errors observed for failed processed SFTP updates?
• Where can I check my product prices?
• 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

How do I view Assortment updates in Partner Portal?#

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

Where can I check my product prices?#

We offer the Store Management plugin, accessible through the store´s Partner Portal account that will allow you to check the current product prices.

How do I find my Vendor ID?#

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

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.

What should be the expected sync time for Assortment?#

Assortment changes will take up to 15 minutes to sync to the Platform App.

What is the recommended upload frequency?#

Contrary to common sense, more uploads does not translate into a more effective tackle to Out Of Stock. We advise you to run an upload close to the actual stock updates and send deltas (only products that were updated) for faster update times.

Do I use the vendor ID as the file name to run a multi-vendor assortment update?#

No, the file naming should be set as <prefix.csv> no special identifier needs to be specified. Important: Do not use “_” as part of the prefix as it will stop the file from reading the “vendors” column.

What are the common errors observed for failed processed SFTP updates?#

• 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.
• Incorrect Folder in foodpanda SFTP Server was used to drop the file- in this case the file will be rejected.
• If you send price 0 or negative - the line will be ignored
• SKU does not exist in Catalog- if you have not added particular SKU to your Catalog - there is nothing to update, therefore the line will be ignored and you will see “Missing SKU” error
• Duplicated SKU sent - in this case both lines will be ignored.

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.