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Online ordering review

Online Ordering by DoorDash

DoorDash's direct ordering for restaurants that already sell on DoorDash: 0% commission and no monthly fee to the restaurant, card processing of 2.9% + 30¢ unless your rate card says otherwise, DoorDash's couriers deliver and your customer pays the delivery. Website, app and loyalty cost $99 or $249 a month.

By DoorDashParent company: DoorDash, Inc. (NASDAQ: DASH)

RTC SCORE

8.4

#1 of 21 with enough data

Our verdict

For a restaurant already on DoorDash, it adds direct ordering with 0% commission, no monthly fee and 7 days' notice to leave; you pay card processing (2.9% + 30¢ unless your rate card says otherwise) and your customer pays the delivery. A website, app or loyalty program costs $99 or $249 a month.

What we like

  • 0% commission and no monthly fee to the restaurant; you pay card processing, 2.9% + 30¢ unless your rate card says otherwise.
  • DoorDash's couriers deliver your direct orders, and your customer pays the delivery unless you choose to pay part.
  • A downloadable customer report with names and contact data.
  • DoorDash doesn't charge you for chargebacks unless there is fraud on your side.
  • Same menu, tablet or POS as your DoorDash store, with 24/7 phone support.

What to watch

  • Only for restaurants with an active DoorDash Marketplace store.
  • A website with your brand costs $99 a month, and an app and loyalty program $249 a month.
  • Your customers pay the delivery fees DoorDash sets, plus a regulatory fee in California, New York City and Seattle.
  • When you leave, DoorDash can keep the web domain it bought for your site.

How the score breaks down

RTC Score8.4out of 10

Methodology v0.1.0

Data completeness100%

We could verify 100% of the scoring data

Strongest points
12-month cost of the reference restaurant, Contract term, 24/7 support
Weakest point
Refund when you cancel

Score by criterion

  • 12-month cost of the reference restaurantWeight 29%Strongest9.5 out of 10

    $5,616 over 12 months

  • Contract termWeight 7%Strongest10.0 out of 10
  • Direct POS integrationsWeight 6%8.3 out of 10
  • 24/7 supportWeight 6%Strongest10.0 out of 10
  • Your customers' dataWeight 5%8.0 out of 10
  • Product statusWeight 5%10.0 out of 10
  • Fee charged to your customersWeight 4%5.0 out of 10
  • Delivery app orders in the same placeWeight 4%10.0 out of 10
  • Support channelsWeight 4%9.0 out of 10
  • Published pricingWeight 3%5.0 out of 10
  • Cancellation feeWeight 3%10.0 out of 10
  • Refund when you cancelWeight 3%Weakest0.0 out of 10
  • Website with your own domainWeight 3%5.0 out of 10
  • Brings you new customersWeight 3%5.0 out of 10
  • Handles fraud and chargebacksWeight 3%10.0 out of 10
  • Notice to cancelWeight 2%9.2 out of 10
  • App with your brandWeight 2%5.0 out of 10
  • Loyalty and email or text marketingWeight 2%5.0 out of 10
  • Works without the vendor's own POSWeight 2%10.0 out of 10

All the data, with sources

Each value links to its source. "Not published" means the vendor doesn't disclose it; "Unconfirmed" means we looked and couldn't confirm it. Data points we have for fewer than four vendors are left out until we can compare them.

Type of platform
Data pointValue
Type of productA delivery app's direct orderingSource: DoorDash (opens in a new tab)Only for restaurants with an active DoorDash Marketplace store.
Requires the vendor's own POSNoSource: DoorDash (opens in a new tab)It needs a DoorDash Marketplace store, not a DoorDash POS.
Product statusActiveSource: DoorDash (opens in a new tab)Renamed from DoorDash Storefront; existing Storefront restaurants moved over at no extra cost.
What the restaurant pays
Data pointValue
Monthly fee$0/moSource: DoorDash (opens in a new tab)Online Ordering comes with every DoorDash Marketplace plan. The Commerce Platform packages add a branded website (Boost, $99 a month) or a branded app and loyalty (Pro, $249 a month).
Published pricingPartly publishedSource: DoorDash (opens in a new tab)The packages' prices are published and the addendum sets 2.9% + $0.30 for processing unless your rate card says otherwise, but DoorDash says the processing fee varies by package and doesn't publish the delivery fees your customers pay.
Commission on app delivery ordersN/ASource: DoorDash (opens in a new tab)Doesn't apply: it isn't a delivery app.
Commission on app pickup ordersN/ASource: DoorDash (opens in a new tab)Doesn't apply: it isn't a delivery app.
Commission when your own drivers deliver app ordersN/ASource: DoorDash (opens in a new tab)Doesn't apply: it isn't a delivery app.
Commission on your own online orders0%Source: DoorDash (opens in a new tab)
Fixed fee per order$0 per orderSource: DoorDash (opens in a new tab)No fixed fee per order apart from the 30¢ of card processing.
Card processing on online orders (%)2.9%Source: DoorDash (opens in a new tab)The addendum's rate unless your rate card sets another; DoorDash says the processing fee varies by package.
Card processing per order (¢)30¢Source: DoorDash (opens in a new tab)
Card processing included in the commissionNoSource: DoorDash (opens in a new tab)
Setup fee$0 one-timeSource: DoorDash (opens in a new tab)The paid packages can carry implementation and text message fees in your rate card.
Tablet or hardwareNot needed (works on your POS or your own device)Source: DoorDash (opens in a new tab)
Order limit of the planNo order limitSource: DoorDash (opens in a new tab)No order limit: you pay card processing per order.
Fee per order over the limitN/ASource: DoorDash (opens in a new tab)Doesn't apply: no order limit.
Other feesOptional packages: Boost, $99 a month (branded website, automated email, loyalty and gift card integrations), and Pro, $249 a month (adds a branded app, a loyalty program across channels, review management and email and text marketing). Paid packages can carry implementation and text message fees.Source: DoorDash (opens in a new tab)
What your customer pays
Data pointValue
Fee charged to your customersThe platform may charge a variable feeSource: DoorDash (opens in a new tab)On delivery orders DoorDash charges your customers the fees of your rate card and can change them; you can pay part of them. The addendum doesn't mention a customer fee on pickup orders.
What your customers payOn delivery orders your customer pays the delivery fees DoorDash sets, plus a regulatory fee in California (5% of the subtotal), New York City ($1.99) and Seattle ($4.99). You can pay part of the delivery fee for them.Source: DoorDash (opens in a new tab)
Who pays for deliveryThe restaurant chooses: customer, restaurant or splitSource: DoorDash (opens in a new tab)By default your customer pays the delivery; you can pay part of it.
Delivery cost per orderNot publishedSource: DoorDash (opens in a new tab)The delivery fees are in DoorDash's rate card, not published.
Contract and exit
Data pointValue
Contract termMonth to monthSource: DoorDash (opens in a new tab)No fixed term on Online Ordering without a monthly fee: month to month, with 7 days' notice. A paid package can carry a minimum commitment in your rate card.
Automatic renewalNo data
Notice to avoid renewalNo data
Notice to cancel7 daysSource: DoorDash (opens in a new tab)The Online Ordering addendum ends under DoorDash's terms (7 days' notice). A paid package can carry a minimum commitment in your rate card, during which you can't end it.
Cancellation feeNo cancellation penalties, per DoorDash. If your rate card sets a minimum commitment for a paid package, you can't end it before that period is over, and prepaid fees aren't refunded.Source: DoorDash (opens in a new tab)
How the cancellation fee worksNo cancellation feeSource: DoorDash (opens in a new tab)
Refund when you cancelNo refundsSource: DoorDash (opens in a new tab)Matters only on the paid packages: Online Ordering without a monthly fee has nothing paid in advance.
Right to raise pricesDoorDash gives at least 30 days' written notice of fee increases for your package, effective after any minimum commitment. Customer fees can change at any time.Source: DoorDash (opens in a new tab)
Your customers and marketing
Data pointValue
Your customers' dataYou can export itSource: DoorDash (opens in a new tab)A downloadable customer report in the Merchant Portal. When you leave, you can ask for a copy within 30 days (addendum §8.3).
Who owns the customer data (per the terms)The terms don't saySource: DoorDash (opens in a new tab)The addendum doesn't say who owns it: DoorDash processes it for your benefit, may contact your customers for research, and you must follow its privacy policy and the TCPA when you use it.
Website with your own domainPaid add-onSource: DoorDash (opens in a new tab)Branded website with the Boost package, $99 a month. When you leave, DoorDash can keep the web domain it bought for your site (addendum §7).
App with your brandPaid add-onSource: DoorDash (opens in a new tab)With the Pro package, $249 a month.
Loyalty and email or text marketingPaid add-onSource: DoorDash (opens in a new tab)Automated email with Boost ($99 a month); the loyalty program and email and text marketing with Pro ($249 a month). The package without a monthly fee includes a promotions tool.
Brings you new customersSearch and marketing toolsSource: DoorDash (opens in a new tab)
Operations and integrations
Data pointValue
Direct POS integrationsToast, Square, Clover, Shift4 POS, OthersSource: DoorDash (opens in a new tab)Direct orders land in the same POS as your DoorDash Marketplace orders. Toast and Square come from this page; DoorDash's POS article names Clover too, and its integrations page (merchants.doordash.com/en-us/integrations) lists Shift4 POS, Qu, PAR and OneTablet.
Delivery app orders in the same placeIncludedSource: DoorDash (opens in a new tab)Only DoorDash's own app: its Marketplace orders and your direct orders arrive in the same tablet or POS, with one menu. It doesn't bring Uber Eats or Grubhub orders.
Delivery for your direct ordersThe vendor's own delivery serviceSource: DoorDash (opens in a new tab)DoorDash's Dashers deliver your direct orders.
Handles fraud and chargebacksYesSource: DoorDash (opens in a new tab)
Reach of the delivery apps
Data pointValue
Share of US delivery spendingN/ASource: DoorDash (opens in a new tab)Doesn't apply: it isn't a delivery app.
Subscription for your customersN/ASource: DoorDash (opens in a new tab)Doesn't apply: it isn't a delivery app.
Minimum orders guaranteeN/ASource: DoorDash (opens in a new tab)Doesn't apply: it isn't a delivery app.
Publishes its fee caps by cityN/ASource: DoorDash (opens in a new tab)Doesn't apply: it isn't a delivery app.
Support
Data pointValue
24/7 support for restaurantsYesSource: DoorDash (opens in a new tab)DoorDash's merchant support, plus a support line for problems with deliveries.
Support channelsPhone, Chat, Email or formSource: DoorDash (opens in a new tab)
Language
Data pointValue
Ordering page in Spanish for your customersUnconfirmedSource: DoorDash (opens in a new tab)DoorDash lists Spanish for its consumer apps, but doesn't say whether your Online Ordering page works in Spanish.
Restaurant dashboard in SpanishYesSource: DoorDash (opens in a new tab)
Support in SpanishPublished Spanish line or teamSource: DoorDash (opens in a new tab)
Terms in SpanishYesSource: DoorDash (opens in a new tab)The terms exist in Spanish, but the English version prevails.
US website in SpanishYesSource: DoorDash (opens in a new tab)DoorDash's site for merchants has a full US Spanish version.

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