10 Questions to Ask Before Choosing an Online Ordering System
- Kelvin Betances
- 1 day ago
- 13 min read
Online ordering has become a lifeline for restaurants, but not all ordering systems are created equal. Choosing the right platform can mean the difference between boosting your profits or seeing them eroded by fees. As a restaurant owner, it’s crucial to evaluate your options carefully. In fact, 70% of consumers say they prefer to order directly from a restaurant if given the choice (to ensure their money supports the business). By investing in the right online ordering system – one that puts your restaurant first – you can fulfill that preference, increase customer loyalty, and keep more revenue in your pocket. Before you commit, make sure to ask these 10 essential questions:
1. Does the system charge commissions or hidden fees on orders?
Third-party delivery apps often charge commissions of 15%–30% per order, which can take a huge bite out of your margins. Over time, those fees add up and make online orders far less profitable. When evaluating an ordering system, get a clear breakdown of costs. Is there a flat monthly subscription, a per-order fee, credit card processing fees, or marketing fees? Beware of any platform that bills a high percentage per order – what seems convenient could end up siphoning away your hard-earned revenue. Choose a solution with transparent, upfront pricing and no hefty commissions. For example, Sauce’s commission-free model ensures restaurants keep 100% of their order revenue instead of paying a cut to a middleman. By eliminating per-order commissions, you preserve your profits and can even offer more competitive menu pricing to customers.
2. Will it integrate with my POS and other restaurant systems?
Seamless POS integration is a must-have for modern online ordering. Ask whether the platform can sync with your existing point-of-sale system, kitchen printers, and inventory software. Without integration, staff might have to manually re-enter online orders into the POS, which is time-consuming and prone to errors. An integrated system means orders flow directly from the customer’s device to your kitchen display and POS in real time. This eliminates the risk of missed tickets or mistakes from manual entry. It also keeps your sales and inventory counts updated automatically. Why it matters: integration streamlines operations, reduces labor, and speeds up order fulfillment – especially important during rush hours. If you run multiple locations, integration and centralized order management become even more critical so you can manage all orders uniformly. Sauce, for instance, integrates with popular restaurant POS systems like Toast and others, ensuring online orders are injected straight into your normal workflow. The result is less paper, less confusion, and a smoother experience for your team and your customers.
3. Is it user-friendly for customers (and staff)?
The success of your online ordering largely depends on how easy it is to use. If the ordering interface is clunky or confusing, customers will likely abandon their carts and possibly turn to a third-party app instead. Examine the customer-facing design: Is the menu easy to navigate on both mobile and desktop? Can users customize items and add extras without hassle? Is checkout quick and simple? The best systems streamline the process with features like one-step checkout, so even first-time users can place an order in seconds. A smooth user experience means higher conversion rates for orders and fewer frustrations. Likewise, consider the staff interface – an intuitive admin dashboard for managing menus and orders will save you time and training headaches. Why it matters: a user-friendly system boosts order volume (because customers aren’t scared off by a poor UX) and reduces errors or support calls. Sauce puts heavy emphasis on simplicity and convenience, offering a clean ordering interface that’s mobile-optimized and straightforward for any customer to use. When your online ordering works flawlessly, it reflects well on your restaurant’s brand and encourages repeat business.
4. Does it maintain my restaurant’s branding and identity?
Your online ordering system should be an extension of your brand, not someone else’s. Ask if the platform offers a white-label experience – meaning your restaurant’s name, logo, and colors are front and center, rather than a third-party marketplace brand. This is crucial for preserving your identity and customer loyalty. On aggregator apps, your restaurant is just one of many and the app’s branding dominates, but a white-label online ordering site looks and feels like it’s your own. Customers should be able to order through your website or a branded link, see your logo, and feel confident they’re dealing directly with you. Maintaining control over the look and feel of the ordering experience reinforces trust and keeps customers coming back to your business (rather than forgetting your name on a generic app). Additionally, check for multi-location support if you have more than one restaurant – a good system lets you customize branding and menus for each location under one platform. Sauce excels here by providing a fully branded online storefront for each restaurant. It’s essentially your menu, your brand, and your profits – with no intrusive third-party logos or design. This way, you get all the online ordering benefits without giving up your restaurant’s unique identity.
5. Who owns the customer data, and will I have access to it?
Data is the new gold in restaurant marketing. One major drawback of third-party ordering apps is that they often withhold customer information, since the platform “owns” the relationship. When evaluating an online ordering system, clarify what customer data you’ll receive. Do you get the customer’s name, email, phone, and order history? You should. Having full access to your customer data means you can understand ordering patterns, identify your best customers, and directly market to them with promotions or loyalty programs. If the system does not give you this data, you’re essentially handing over your customer relationships to someone else – a mistake no restaurant can afford in the long run. Why it matters: owning your customer data lets you create targeted marketing (like email newsletters or SMS deals), improving repeat business and lifetime value. It also allows you to personalize service (“Hi John, ordering your usual again?”) which enhances the customer experience. Sauce puts data back in your hands – every order through your Sauce-powered site belongs to you. You can build a valuable customer database and never have to wonder who your patrons are or how to reach them. In short, make sure you stay in control of your customer information so you can leverage it to grow your business.
6. Does it offer marketing and loyalty features to drive repeat business?
Acquiring a new customer is only half the battle – you also want them to come back. A great online ordering system should come with built-in marketing and loyalty tools to help you increase repeat orders. When comparing options, ask about features like:
Customer loyalty programs or points: Can the system track customer purchases and reward them (e.g. spend $X and get $Y off)?
Promotions and coupon codes: Can you easily set up discounts for special events or first-time customers?
Email or SMS marketing integration: Does it allow you to send out campaigns or order confirmations with promos?
Abandoned cart recovery: Does the system nudge customers who didn’t complete an order, perhaps with a reminder or incentive?
These kinds of features can significantly boost your online revenue by retaining customers and encouraging them to order more often. Also consider if the platform helps with SEO and discovery – for instance, an ordering page that is search-engine optimized or tools to get your menu found on Google. Why it matters: an online ordering system isn’t just a passive tool; it should actively help you grow sales. Look for a provider that acts like a marketing partner, not just a tech vendor. Sauce distinguishes itself with robust retention features – it includes loyalty and promo tools to keep customers coming back. From capturing customer emails for remarketing to offering personalized deals powered by AI, Sauce’s platform is built to drive repeat business. In choosing your system, favor one that will not only process orders but also help you generate more orders through smart marketing capabilities.
7. How does it handle delivery logistics and options?
Fulfilling orders is just as important as taking them. If you plan to offer delivery, ask how the online ordering system supports the delivery logistics. Some key points to consider: Does it provide a driver network or integration with delivery services? If you don’t have your own drivers, this is crucial. The best solutions give you flexibility – for example, Sauce allows restaurants to use their own delivery staff or tap into Sauce’s network of drivers on demand. This means you can scale your delivery capacity without paying hefty commissions to third-party services. Also inquire about the delivery radius: can the system handle an extended delivery range with on-demand drivers if needed? A larger delivery radius can translate into more customers reached. Real-time delivery tracking is another plus – both you and the customer should be able to track orders en route. Additionally, find out how the system handles issues like delayed orders or refunds for delivery problems. Ideally, the provider will assist with these to keep your customers happy. Why it matters: a seamless delivery experience protects your restaurant’s reputation and ensures that the convenience of online ordering doesn’t turn into a headache. With Sauce, for instance, delivery is fully managed end-to-end – you get the benefit of an extended courier fleet without the usual third-party fees, and Sauce even handles any refund claims or delivery issues directly with drivers on your behalf. When choosing a platform, make sure it has the tools and partnerships to get your food to customers quickly and reliably, with minimal effort on your part.
8. How fast do you receive payments from online orders?
Cash flow is the lifeblood of a restaurant. When customers order online, how and when does that money get to your bank account? Payment processing models can vary. Some third-party services collect payments from customers and hold the funds for a week or more before paying out to restaurants. This delay can strain your cash flow and make it harder to pay for inventory or staffing in a timely manner. In contrast, many modern direct-ordering systems use integrated payment processors (like Stripe or similar) that can deposit funds into your account within a day or two. Be sure to ask about the payout schedule and fees: Are funds deposited daily, the next business day, or weekly? Are there any processing charges or percentage cuts on payments? You want a system that offers quick, reliable payment transfers with minimal fees, so you’re not left waiting long to access your revenue. Why it matters: fast payment turnaround means you essentially get paid in near-real time for sales, which helps with budgeting and operational expenses. Sauce understands the importance of fast payouts – its platform is built to transfer order payments to restaurants as quickly as possible, so you’re not left waiting for your money. When evaluating providers, choose one that prioritizes your cash flow. The goal is to improve your finances through online ordering, not complicate them, so the faster and more transparent the payment process, the better.
9. Is it mobile-friendly and available on the channels my customers use?
Today’s customers might discover your restaurant on any number of platforms – Google search, social media, or your own website – and every one of those should be an entry point for orders. Make sure the online ordering system is mobile-friendly above all. Most people will order from their phones, so the ordering page should be responsive (or offer a mobile app) and easy to use on a small screen. Beyond that, ask if the system supports multi-channel ordering: can you integrate it with your Facebook or Instagram page for direct ordering? Will it work with Google’s “Order Online” button on your Google Business profile? The more places your ordering link can live, the more convenient it is for customers. Sauce, for example, enables direct ordering via web, Google, Instagram, and Facebook– meeting your customers wherever they are. Also consider if the system can be embedded in your own website domain (for a seamless experience) or if it’s a separate page. Why it matters: you want to remove friction for the customer. If someone finds your profile on social media, a built-in “Order Now” button can capture that sale immediately. If your system is not present on those channels, that same customer might instead go to a third-party app or a competitor. Similarly, if the mobile experience is poor, you’ll lose orders from on-the-go users. Choose an online ordering platform that is optimized for mobile and integrates with popular channels, so you never miss an opportunity to convert hungry browsers into paying customers.
10. What kind of support and training does the provider offer?
Even the best technology can falter, and as a busy restaurant operator you need to know help is readily available. Investigate the level of customer support that comes with the online ordering system. Is there an onboarding process where the provider helps set up your menu, train your staff, and configure integrations? Do they offer 24/7 support if something goes wrong during a Friday dinner rush? Response time and expertise are key – you don’t want to be stuck on hold or waiting hours for an email reply while orders pile up. Look for dedicated restaurant support, preferably a team that understands foodservice operations. Also ask if they assist with updates (like menu changes, adding locations) and how they handle technical issues or outages. Why it matters: your online ordering is a revenue center – if it goes down or malfunctions, you need it fixed immediately. A reliable support team can be a real partner in your success, ensuring you get the most out of the system. Sauce shines in this regard, providing premium 24/7 support and a hands-on approach to help restaurants succeed. They even proactively handle many delivery-related issues (like driver delays or refund requests) so you don’t have to get involved. When choosing your platform, favor a company that treats you like a partner – one that will be there to coach you through setup and jump in to solve problems when you need help. Ultimately, great support means peace of mind for you as you grow your online ordering business.
By asking all of the questions above, you’ll have a clear picture of which online ordering system truly aligns with your restaurant’s needs. The right choice will tick all the boxes – from cost-effectiveness and easy integrations to marketing muscle and reliable support. In our experience, Sauce is a solution that meets every requirement, offering a commission-free, fully integrated platform that empowers restaurants to own their online ordering. Take your time, do the research, and choose a system that lets you focus on what you do best: making great food and delighting your customers.
FAQs
What’s the difference between using my own online ordering system and a third-party delivery app?
With your own online ordering system (a first-party system), your restaurant keeps control – you pay no or low commissions, you own the customer relationship and data, and your branding stays front and center. Third-party apps like DoorDash or Uber Eats, on the other hand, charge high commission fees (often 15–30% per order) and keep customer data for themselves. They do provide exposure to a large user base, but your restaurant is listed alongside many others in a marketplace. In short, a first-party system like Sauce lets you run direct online ordering under your own brand, retain your profits, and build loyalty, whereas third-party apps are essentially expensive middlemen that insert their brand between you and your customer.
If a platform is commission-free, how do they make money?
Commission-free restaurant platforms usually earn revenue through flat fees or subscriptions instead of taking a percentage of each order. For example, a provider might charge a monthly subscription or a small fixed fee per order to cover operational costs. In the case of Sauce, there is no commission on orders – restaurants pay a predictable flat rate (such as a monthly plan) for the service. Some commission-free models may also charge the customer a small service fee or mark-up (instead of billing the restaurant) to help fund the delivery network or payment processing. The key point is that your cost doesn’t scale up with your sales. This model aligns the platform’s success with yours: they grow by helping you get more orders, not by skimming off each order. Always ask for details on pricing structure, but with a commission-free system you can expect transparent, fixed pricing that ultimately saves you money as your order volume grows.
Can I use my own online ordering system alongside third-party delivery apps?
Absolutely. In fact, many restaurants adopt a hybrid approach. You can keep your listings on third-party apps for the additional visibility to new customers, and run your own commission-free ordering system for customers who come directly to you. Over time, you can encourage repeat customers to switch to your direct system by promoting it on your website, social media, and in-store (for example, include a note on receipts or a flyer in takeout bags offering a small discount for ordering next time through your site). This way, you get the best of both worlds: the third-party apps might bring in first-time customers, while your own system builds loyalty and saves on fees for all subsequent orders. Many restaurants find that as their direct online ordering gains traction, they can rely less on the aggregators. But there’s no requirement to choose one or the other – you can run them in parallel. Just be prepared to manage orders from multiple channels (or use a unified system like Sauce that can aggregate all your orders in one tablet or POS for convenience).
Is it difficult to set up a new online ordering system for my restaurant?
Not with the right provider. Modern online ordering systems are designed to be easy to implement. Typically, the provider will help you get started by setting up your digital menu, configuring taxes and hours, and integrating with your website or POS. In many cases it’s as simple as adding an order button or link to your website and social pages. If the system offers POS integration, the provider will coordinate that setup with your POS vendor or walk you through the steps – once connected, orders will flow automatically to your existing hardware. There may be a learning curve to the admin dashboard (to update menu items or view orders), but reputable providers like Sauce offer training resources and responsive support to get you comfortable quickly. Most restaurants can get up and running with a direct online ordering system in just a few days. And because it’s web-based, there’s no complex installation – usually you’ll use a tablet or your POS to receive orders. In short, a good vendor will make the onboarding process smooth, doing the heavy lifting for you. Soon you’ll find that managing your online orders is as straightforward as handling orders at the counter – just digital. Plus, the long-term benefits in saved commissions and customer insights far outweigh the initial setup effort.
Will customers actually use my direct online ordering instead of third-party apps?
Yes – especially if you make them aware of it and it’s a good experience. Remember, many customers prefer to support local businesses directly; as noted earlier, about 7 in 10 would rather order from the restaurant if possible. To encourage usage, be sure to promote your online ordering link everywhere: on your homepage, social media profiles, Google Business listing, and even offline (signage at your restaurant or a note on receipts). You can sweeten the deal by offering a small incentive for first-time direct orders (for example, “Order from our website and get 10% off your first order” or a free dessert). Customers are also motivated by the fact that ordering direct often means lower fees and menu prices – third-party apps sometimes mark up prices or add service fees that they won’t encounter on your site. Educate your regulars that when they order through your own system, it saves you money that you can invest in better food and service (a win-win for both parties). As long as your direct ordering is user-friendly and reliable, customers will embrace it. Over time, you’ll likely build a loyal base of patrons who habitually order straight from you because they know it’s easy, they get rewarded, and they want to support your restaurant. Just be sure to continuously advertise that direct channel so new customers know it’s an option. With a platform like Sauce, you can even use built-in marketing tools to send reminders or deals that keep customers coming back to your online ordering site rather than a third-party app.
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