# Trendyol and Hepsiburada integrations

Connect a Turkish Trendyol or Hepsiburada seller account to an Incele workspace to import products, review marketplace activity and optionally answer customer questions with AI.

Availability depends on the version released to your environment, server configuration and the marketplace’s approval of the integrator. This guide describes the integration introduced by the marketplace release; it does not mean it has already been deployed. Development accepts sandbox credentials only. Production and development accounts and records are separate.

## Connect your seller account

1. Select a workspace you own in the Incele dashboard.
2. Open **Integrations → Marketplaces → Connect** for the provider.
3. Select the environment and enter a connection name, seller/merchant ID and provider credentials.
4. Select only the permissions you need. Start with **Products: read and import** if you only want catalogue synchronization.
5. Save. Incele verifies the selected read capabilities before retaining the encrypted credentials.
6. Use **Sync inventory and activity**, then refresh to follow progress.

Trendyol requires your seller ID, API key and API secret. Hepsiburada requires your merchant ID, authentication username and integrator-specific service key. Obtain these through the marketplace’s seller/integrator process. Do not paste credentials into customer chats, shared documents or support screenshots.

Each workspace supports one active account per marketplace. A seller account cannot be actively connected to two workspaces at once. Disconnect its existing connection before moving it.

## Choose permissions

| Permission | What Incele can do |
| --- | --- |
| Products: read and import | Read the seller’s approved catalogue and listing availability; import it into workspace inventory |
| Products: read and update stock/prices | Also submit an explicitly approved stock or price change to a mapped listing |
| Questions: read | Display supported customer questions and their conversation history |
| Questions: read and answer | Also queue a reply you approve, or an automatic reply if separately enabled |
| Orders: read only | Display supported order records; no fulfillment, cancellation or order modification |
| Returns: read only | Display return/claim summaries; no approval, rejection or refund |

Write access requires the matching read permission. Provider credentials set the upper limit; Incele checks your narrower selected permissions on actions and background work. Saving permissions does not itself send replies or change listings. Permissions apply to the current workspace owner; losing ownership stops access.

## Understand product sources

Imported products have read-only source badges in inventory. **Primary** identifies the original source. Shopify, ikas, Trendyol and Hepsiburada can all appear on the same product.

An exact nonempty barcode can connect listings to an existing product. A SKU alone is not a cross-marketplace identity. Conflicting identifiers stop the import for correction rather than silently combining unrelated products.

The primary source refreshes its own product fields. Other sources fill missing name, brand, description and identifiers without overwriting populated primary fields. Provider-specific listing snapshots stay separate. Uploaded product photos take priority over imported external images.

Imported variant names include their native marketplace variant reference, so variants with the same parent title stay distinct and stable.

Stock remains per source. The shared catalogue uses the maximum available active-source quantity, not a sum of duplicate listings. Manually created inventory retains its own stock/status baseline; connecting a marketplace adds its availability, and disconnecting restores the surviving local or store availability. Editing only product facts does not overwrite that local baseline. Disconnecting removes that source’s availability; products supplied only by that connection become inactive. Products and historical source labels remain in inventory. If a native variant starts identifying a different product, Incele quarantines that mapping and pauses automatic replies for review; it cannot be used for native updates or AI product facts.

## Review questions, orders and returns

Open a connected marketplace’s report buttons:

- **Product questions:** Trendyol product Q&A or Hepsiburada product issues.
- **Post-order questions:** Hepsiburada issues containing an order reference. The integration does not claim an undocumented Trendyol post-order messaging API.
- **Orders:** Trendyol order packages and Hepsiburada paid, open order lines supported by their documented read APIs.
- **Returns:** provider claim summaries, for review only.

Reports are paginated and show curated fields rather than raw provider payloads. They do not import customer addresses, identity documents, attachments or payment instruments. Follow the marketplace seller dashboard for full order handling and authoritative moderation or financial decisions.

Question polling runs on the minute schedule, orders and returns normally every five minutes, and complete catalogue recovery normally every six hours. Initial synchronization and explicit refresh can run sooner. Pagination, throttling and outages can delay completion; this integration does not promise instant webhook delivery. The latest completed question sweep covers the provider’s supported recent window; Initial question synchronization requests the last 13 days. Hepsiburada then uses overlapping modified-time reads; continuing Trendyol history pages also refresh the newest waiting questions. Cached activity is not a permanent order archive.

## Enable automatic AI answers

Automatic replies start **off**. In the connection settings:

1. Grant product read and question read/write permissions.
2. Complete the initial product synchronization.
3. Review product facts, workspace AI access limits and available credits.
4. Turn on **Answer customers’ questions with AI** to reveal **Instructions for answering customer questions**. Describe greeting, tone, signature and business rules in at least 20 characters. These instructions apply to automatic marketplace question replies.
5. Save. Enabling AI does not grant permissions automatically. Use the information icons beside fields and permissions to understand each option.

Example instructions:

> Greet the customer politely. Answer only facts documented for the exact product. Never invent ingredients, certifications, suitability or delivery promises. End with our shop name. Send uncertain questions for human review.

AI replies use the language of the customer’s latest question, even if your instructions are in another language. English (US) is the fallback when the language cannot be determined.

Incele requires one exact synchronized product match and enough verified facts to answer the actual question. It routes missing facts, ambiguous variants, order actions and medical advice to human review. Cosmetic benefits must not become diagnosis, guaranteed treatment or claims of 100% efficacy. No outside contact details, off-platform sales or invented claims are permitted. Marketplace moderation remains authoritative; an AI check is not a guarantee of approval.

Replies spend **shared free/promotional credits first, then Incele workspace credits**. Shopify and ikas paid credits are not used. A supported generated draft consumes AI credits even if its later delivery fails or the question closes. Unsupported drafts are not sent. Manual replies do not consume AI-generation credits.

## Reply manually and understand delivery status

Use **Write a reply** on an open question. Question read/write permission is required; AI instructions are not needed for a human-written reply. Review the text before **Approve and queue reply**; answers must contain 10–2,000 characters.

| Status | Meaning |
| --- | --- |
| Waiting for AI / Generating | Queued or currently drafting |
| Queued to send | Saved text awaits fresh permission and question-state checks |
| Submitted to marketplace | The native API accepted the reply; moderation can still apply |
| Human review needed | Facts, instructions, credits, access or question state prevented completion |
| Delivery unconfirmed | A request may have reached the marketplace; contact support before another attempt |

Uncertain sends are never automatically repeated. Refresh status before trying again after a network error. Reusing the same request identifier cannot create a second reply. Changing permissions or instructions invalidates queued work based on the earlier settings.

## Update a listing’s stock or price

Grant product-write permission, then open **Products and updates** and choose **Update stock or price**. Select the change, enter the new value and approve it. The change affects only that marketplace listing; ordinary synchronization never pushes inventory edits to a provider.

This release targets Turkish marketplaces; native price updates use **TRY**. Trendyol also requires a list price at least as high as the sale price. Hepsiburada stock and price are separate native operations.

**Accepted** means the provider returned a batch receipt. **Applied** appears only after the integration checks that receipt. Rejected values can be corrected. An unconfirmed update needs support review before another update to that listing; Incele does not resend a possibly applied operation. Disconnecting, reconnecting or moving the seller account to another workspace does not clear this protection. Accepted replies are also protected against duplicate submission while the same customer question remains unchanged.

## Disconnect, privacy and troubleshooting

Disconnect stops new synchronization and replies, erases credentials and cached customer activity, and releases unused AI credit reservations. A reply already submitted to the provider cannot be recalled. Historical product source labels remain. Deleting the workspace removes its marketplace connections and cached customer content. Minimal submission identifiers, hashes and outcomes remain to prevent duplicate native actions; these records contain no credentials, question text or reply content. Existing billing audit rules still apply. Disconnecting never deletes your marketplace seller account or remotely deletes its products, orders or customers.

Question/order/return content is encrypted and retained for up to 90 days. Reply content expires after seven days; minimal reply identifiers and delivery status remain for deduplication. Do not put customer personal information in seller instructions or product descriptions.

- **Credentials rejected:** disconnect and reconnect with the correct environment and valid provider credentials.
- **Permission denied:** check both the provider role and Incele’s selected capabilities.
- **Identifier conflict:** correct the barcode/SKU assignment, then choose **Retry after correction**.
- **Rate limit:** read synchronization uses backoff. Repeated rejection eventually requires review.
- **No AI reply:** verify initial catalogue completion, exact product mapping, detailed facts, instructions, AI allowance and credits.
- **Unconfirmed delivery/update:** inspect the marketplace’s authoritative status with support; do not start a replacement request blindly.

## Related guides

- [Connection types and authorization](/integrations/)
- [AI credits and source restrictions](/credits/)
- [Security and privacy](/security/)
- [Shopify](/shopify/) and [ikas](/ikas/) store apps

## Daily sales suggestions

Workspace owners can enable [daily store suggestions](/store-suggestions/) for selected stores. Review product and business recommendations, their evidence and notifications, with an explicit daily credit cap. The feature does not change your stores automatically.