Quick answer
Use marketplaces deliberately for the value they provide, then create a direct path for customers who choose it. Compare current all-in economics and do not assume direct ordering is cost-free.
Model marketplace and direct-channel economics, preserve customer choice, and build an owned repeat-order path with explicit costs and responsibilities.
Evaluation criteria
- current marketplace terms and order economics
- direct software, payment, implementation, and acquisition cost
- customer consent and data access
- menu, operations, and support parity
- pickup and delivery responsibility
- attribution, repeat use, and channel conflict
A responsible sequence
- Calculate contribution by channel.
- Define the role of marketplaces and direct ordering.
- Build a complete direct experience.
- Create consent-based customer retention.
- Test operations and support parity.
- Measure repeat behavior and total cost.
Compare the available approaches
| Approach | What it is useful for | What must be verified |
|---|---|---|
| Third-party marketplace | Demand discovery and outsourced marketplace reach | Current fee schedule, fulfillment option, customer-data access, ranking rules, refunds, and local terms |
| POS-native ordering | A direct channel closely tied to one POS ecosystem | Supported POS version, menu and order sync, payments, delivery, brand control, data access, and support |
| Independent direct channel | A branded website or app operated by the business | Implementation, integrations, acquisition, payments, fulfillment, support, and all-in operating cost |
| Hybrid model | Keeping marketplace reach while growing a direct channel | Channel roles, menu parity, order routing, customer consent, attribution, and operational ownership |
Questions to settle before selection
How can restaurants reduce marketplace commissions?
There is no single figure that applies to every business. Request like-for-like written estimates that cover current marketplace terms and order economics, direct software, payment, implementation, and acquisition cost, customer consent and data access, menu, operations, and support parity, plus hosting, payment processing, maintenance, support, and exit costs. Verify current provider documentation, plan, territory, fees, exclusions, implementation responsibilities, and contract terms before relying on the result.
Should a restaurant leave delivery marketplaces?
Turn the requirement into an acceptance test using the actual catalog, locations, users, payment setup, and fulfillment model; record the demonstrated result and owner in the implementation scope. Verify current provider documentation, plan, territory, fees, exclusions, implementation responsibilities, and contract terms before relying on the result.
Is direct ordering commission-free?
There is no single figure that applies to every business. Request like-for-like written estimates that cover current marketplace terms and order economics, direct software, payment, implementation, and acquisition cost, customer consent and data access, menu, operations, and support parity, plus hosting, payment processing, maintenance, support, and exit costs. Verify current provider documentation, plan, territory, fees, exclusions, implementation responsibilities, and contract terms before relying on the result.
How do customers discover the direct channel?
Turn the requirement into an acceptance test using the actual catalog, locations, users, payment setup, and fulfillment model; record the demonstrated result and owner in the implementation scope. Verify current provider documentation, plan, territory, fees, exclusions, implementation responsibilities, and contract terms before relying on the result.
Who owns delivery on direct orders?
Turn the requirement into an acceptance test using the actual catalog, locations, users, payment setup, and fulfillment model; record the demonstrated result and owner in the implementation scope. Verify current provider documentation, plan, territory, fees, exclusions, implementation responsibilities, and contract terms before relying on the result.
How should channel economics be compared?
Turn the requirement into an acceptance test using the actual catalog, locations, users, payment setup, and fulfillment model; record the demonstrated result and owner in the implementation scope. Verify current provider documentation, plan, territory, fees, exclusions, implementation responsibilities, and contract terms before relying on the result.
Discuss the operating model Use the current demo page to evaluate these requirements against a specific operating model; submitting elsewhere is not implied.