Commission-Free Online Ordering System for Baltimore Restaurants

Baltimore’s restaurant scene has always been vibrant and community-focused, from beloved local crab shacks to trendy Inner Harbor eateries. In recent years, going digital with online ordering has become a lifeline for these restaurants, especially during the COVID-19 pandemic when dine-in was restricted. But while third-party delivery apps offer convenience and reach, their high commission fees have eaten into already thin profit margins. This has led many Charm City restaurateurs to seek commission-free online ordering systems that let them take orders directly—preserving their profits and customer relationships. Below, we explore why online ordering is a must in Baltimore, how third-party commissions hurt local restaurants, what features to look for in a commission-free platform, and how first-party delivery can drive profitability.

The Need for Online Ordering in Baltimore’s Restaurant Scene

Online ordering is no longer a luxury for Baltimore restaurants—it’s a necessity. Consumer behavior shifted dramatically in 2020, when indoor dining was shut down and residents turned to takeout and delivery in droves. One major delivery app, Grubhub, grew its user base to 27.5 million by Q2 2020 (a 35% year-over-year increase) during the pandemic. Competitor Uber Eats even saw its delivery business overtake its ride-hailing revenue in that period. This surge illustrated how Baltimoreans embraced online ordering for safety and convenience. Even as dining rooms reopened, many customers continued to prefer the ease of ordering from their phones and getting food brought to their doorstep or ready for quick pickup.

Local restaurant owners quickly recognized that this online ordering trend is here to stay. “Delivery’s not going away,” observed one Federal Hill pizzeria owner who adapted to the new normal. In fact, a survey of over 100 restaurant operators nationwide found that 37.5% would not have survived the pandemic without third-party delivery apps facilitating orders. In Baltimore’s own high-end dining scene, restaurateurs did “one pivot after another”—from curbside pickups to streamlined digital menus—to meet customers online (Baltimore Magazine, 2020). Clearly, having a robust online ordering system became critical for survival and remains crucial for growth. It allows Baltimore eateries to capture tech-savvy customers—from office workers ordering lunch in the Inner Harbor to families craving carryout in Canton—who expect seamless digital options.

Moreover, direct online ordering strengthens the local bond between restaurants and their patrons. During the pandemic, Baltimore officials and businesses alike urged residents to order directly from restaurants rather than through national apps. The goal was to keep more money in the local economy and support neighborhood favorites through tough times. In short, online ordering isn’t just about convenience—it’s about community resilience. Baltimore restaurants that implement their own online ordering platform signal to customers: “We’re open for business, we value your support, and we’re investing in serving you safely and directly.” This has set the stage for many eateries to now seek commission-free solutions to online ordering, so they can reap the benefits of digital sales without the downsides of third-party intermediaries.

Baltimore Restaurants vs. Third-Party Delivery Commissions

While third-party delivery apps like DoorDash, Grubhub, and Uber Eats provided a quick fix to get online, their commission fees have been devastating for Baltimore restaurants’ finances. These platforms typically charge 15% to 30% commission on every order, and even up to 40% for premium placements or marketing programs. For a restaurant industry where profit margins average only around 5–10%, losing 20-30% of each sale to app fees is untenable. “If a restaurant operates with a 10%-15% profit margin, a 30% commission can quickly erase any potential earnings,” one industry analysis noted bluntly. In other words, third-party commissions often wipe out the entire profit on an order, or worse, turn what would have been a profit into a loss.

Baltimore’s restaurateurs have vocally pushed back against these high commissions. During the pandemic, when reliance on delivery was highest, City Council members stepped in to cap delivery app fees at 15% to protect struggling restaurants. “Services including DoorDash and Grubhub take commission from restaurants that can be as high as 30%, [so] under the bill, apps would not be allowed to collect more than 15%,” reported CBS News on the emergency legislation. This temporary fee cap (enacted in Baltimore City and similarly in Baltimore County) acknowledged that exorbitant commissions were gouging local eateries just when they could least afford it. Restaurants like Land of Kush welcomed the relief, noting how critical it was to “get back up on their feet” amidst razor-thin pandemic revenues.

TinyBrickOven, a local pizzeria in Baltimore’s Federal Hill, is among the restaurants frustrated by third-party delivery fees. Its owner joined others in spearheading a local delivery initiative to avoid high commissions.

Even beyond government action, many Baltimore restaurant owners have taken matters into their own hands. A rising number have cut ties with the big delivery apps in protest of the “outrageous” fees. Notably, popular establishments like Delia Foley’s, Paulie Gee’s, and Park Tavern publicly severed their partnerships with third-party services in 2020. Chef Ashish Alfred, owner of Duck Duck Goose in Fells Point, went as far as urging diners to delete delivery apps and order directly from restaurants. “They’re killing restaurants,” Alfred warned, explaining that “every time you call UberEats or Postmates…they’re hitting restaurants that are already hurting for 30%”. This sentiment—widely shared across Baltimore’s restaurant community—highlights how third-party commissions siphon away hard-earned revenue that local businesses desperately need to cover ingredients, pay staff, and keep the lights on.

Beyond the financial hit, third-party platforms also erode a restaurant’s control over customer experience and branding. Baltimore owners have reported issues like delivery drivers showing up without insulated bags (resulting in cold food) and other service snafus that still reflect poorly on the restaurant’s reputation. Nearly 40% of restaurant owners in one survey said they’d received bad reviews due to problems with a delivery order handled by a third-party app. These apps often create a buffer between restaurants and their customers: the orders come through an intermediary, so restaurants lose access to customer data, can’t easily fix mistakes, and appear side-by-side with competitors on the app marketplace. Baltimore operators like Will Fagg of TinyBrickOven have also noted an “encroachment on [their] business’s online presence” when using third-party platforms – meaning the app’s branding can overshadow the restaurant’s own identity online.

All of these drawbacks have driven Baltimore restaurants toward a better solution: commission-free online ordering systems that let them take orders directly. By bypassing the middleman, restaurants can avoid punitive fees, maintain their margin, and own the relationship with the customer from start to finish. As one local restaurateur involved in a cooperative delivery project said, “profit margins in restaurants are not very high to start with,” so any solution must focus on lower fees. A commission-free platform offers exactly that relief. Next, we’ll look at what features such a platform should have to meet the needs of Baltimore eateries.

Features of a Commission-Free Ordering Platform

Implementing a commission-free online ordering system doesn’t just mean saving money—it should also provide the tools to effectively manage and grow your restaurant’s digital business. Restaurant owners in Baltimore should look for the following key features when choosing a commission-free ordering platform:

• Direct, Branded Online Ordering: The system should allow customers to order from your restaurant’s own website or a branded app, not a generic marketplace. This means your logo, menu design, and branding are front and center, giving diners a familiar experience. A branded ordering site keeps customers focused on your offerings (with no competing listings side-by-side) and builds trust that they’re ordering directly from the restaurant. You maintain control over the customer experience from start to finish.

• Truly Commission-Free Structure: No per-order percentage fees should be charged to the restaurant. Instead, most commission-free platforms use a flat monthly subscription or a low fixed fee per order to cover their costs. For example, some solutions charge a small payment processing fee (around 2-3%) but skip the 20–30% commissions entirely. This pricing model means predictable costs and the restaurant keeps ~100% of the menu price on each sale. (In fact, one major commission-free provider, ChowNow, uses a flat monthly fee with no per-order commissions, offering a predictable alternative to the big apps.) The bottom line is that your online orders become profitable sales, not loss leaders.

• Mobile-Friendly and Easy to Use: Baltimore customers are often ordering on the go—from a smartphone on a lunch break or a tablet at  The ordering interface must be mobile-optimized for quick, convenient use. Large, clear buttons, fast load times, and an intuitive menu layout are essential so that customers can complete orders in just a few taps. A clunky system means abandoned carts, so a good platform ensures ordering is seamless on any device. No one should have to pinch-zoom or struggle to navigate; it should feel as smooth as using any popular food app, but with your restaurant’s branding.

• Integrated Order Management: A commission-free system should integrate with your restaurant’s operations to make life easier for your staff. This includes syncing orders directly to your POS system or a dashboard in the kitchen. When an online order comes in, staff shouldn’t have to re-type it from an email or juggle a separate tablet. Ideally, the order tickets print in the kitchen or display on the kitchen screen automatically, just like a dine-in order. Integration reduces errors (no more mis-heard phone orders or copy-paste mistakes) and speeds up service. It’s even better if the platform can consolidate orders from multiple channels (your website, a Facebook page, Google orders, etc.) into one management hub. For busy Baltimore eateries, especially during Ravens game days or Harbor events, this unified system is a lifesaver.

• Support for Pickup and Delivery Options: The  commission-free systems integrate with third-party logistics services or local courplatform should let customers choose between pickup (carryout) and delivery, according to what you offer. Offering both options boosts revenue by catering to those who want to swing by the restaurant and those who prefer convenience. The system should allow easy toggling between pickup or delivery at checkout, with the ability for you to define delivery zones and fees if you handle delivery. If you don’t have in-house drivers, someier networks to fulfill deliveries on your terms (for example, scheduling a driver for a flat fee per order). The key is flexibility: a good platform lets you start with pickup only, then add delivery later, or use a hybrid approach that works for your business.

• Marketing and Loyalty Tools: One huge advantage of direct online ordering is that you own the customer data, enabling you to market directly to your patrons. Look for features like built-in loyalty programs, promo codes, and email marketing integration. For instance, you might want to offer a reward program for repeat orders or send out coupons for a customer’s birthday – commission-free platforms often include these capabilities to help drive repeat business. You can run targeted promotions (e.g. a “Tuesday Crab Cake special” for Baltimore locals) and highlight them on your ordering page. These tools help increase customer retention and order frequency, something third-party apps don’t really allow you to do (since they shield you from the customer’s info). By engaging customers directly, you turn one-time app users into loyal regulars who order from your site next time.

• Analytics and Control: Finally, a great commission-free system provides analytics dashboards so you can track online sales, peak ordering times, popular items, and more. Detailed reporting helps you make informed decisions—maybe you’ll discover that Friday nights in Fell’s Point see lots of online orders for Old Bay wings, or that a certain discount code drove dozens of new orders. Armed with data, you can refine your menu and marketing. Also, you should have full control to update your online menu, prices, and hours in real-time. If soft-shell crabs go out of season or you need to pause orders for a holiday, the platform should let you make quick changes (ideally from a simple admin app or site). Ease of management is a feature too: busy restaurateurs need a system that’s straightforward to set up and maintain, without needing a tech expert on staff.

In summary, commission-free online ordering platforms combine cost savings with robust functionality. They empower Baltimore restaurant owners to run a modern online business on their own terms – keeping the branding consistent, the costs predictable, and the customers happy. With the right platform in place, a restaurant can enjoy the benefits of online ordering (higher volume, larger reach, customer convenience) while avoiding the pitfalls of third-party marketplaces.

Driving Profitability with First-Party Delivery

Perhaps the biggest motivator to switch to a commission-free system is the effect on your bottom line. By adopting first-party online ordering and delivery, Baltimore restaurants can significantly improve their profitability and long-term resilience. Here’s how focusing on direct orders pays off:

• Keeping More Revenue per Order: Every order that comes through your own website saves you the 20–30% cut that would have gone to a delivery app. Over time, those savings are enormous. For example, one restaurant estimated that by taking orders directly (avoiding a 15% third-party commission), they saved over $1.5 million in ten years that would have otherwise been lost to fees. That is money back in your business – to invest in better ingredients, staff wages, or opening that new patio. Even on a smaller scale, imagine a $50 order: with an app charging 30%, you’d surrender $15. With a commission-free system, you keep virtually the full $50 (aside from a tiny card processing fee). Multiply that across hundreds of orders a month, and the difference is game-changing for profit margins.

• Control Over Pricing and Promotions: First-party ordering means you set the terms, not a third-party. Restaurants can adjust their menu prices without worrying about confusing disparities (some restaurants using delivery apps have had to markup prices to offset commissions). With your own system, you might actually offer better deals to incentivize direct orders – for instance, free dessert for orders over $40, or a slight discount compared to your menu on aggregator apps. Customers will appreciate lower prices or perks when ordering direct, and you still earn more than you would paying a commission. It’s a win-win that drives more volume to your higher-margin channel (your website).

• Better Customer Relationships: When diners order through your platform, you get to know who they are. You can gather emails, phone numbers, and order histories (in compliance with privacy norms) that enable you to personalize service and marketing. Want to thank a first-time customer with a follow-up coupon, or invite your top customers to a new menu tasting? With first-party ordering, these strategies become feasible. By contrast, third-party apps keep customer info to themselves – the restaurant is essentially blind to who the end customer is. Baltimore is a city of neighborhoods and regulars; maintaining that personal touch and direct relationship builds loyalty. Over time, loyal customers who order straight from you will provide steadier repeat business, boosting lifetime customer value.

• Quality Control and Reliability: Handling delivery yourself (or through a trusted local service) lets you ensure food quality and service are up to your standards. Many Baltimore restaurateurs have complained about issues like cold or mishandled food when using gig drivers who have no stake in their business. With a first-party system, you could employ your own drivers or partner with a dedicated courier service that you vet. Some local initiatives have tried exactly this: for instance, in 2020 a coalition of Baltimore restaurants explored creating a shared delivery network with trained drivers and a low flat fee. The idea was that a local, more invested program can improve quality and customer satisfaction compared to national apps. Even if running your own delivery fleet isn’t feasible, commission-free platforms can integrate with alternatives (like routing orders to services with flat rates or allowing customers to opt for pickup). The end result is fewer refunds and bad reviews, and more happy customers who get their Charm City favorite foods delivered warm and on-time.

• Sustainable Growth and Independence: By reducing reliance on third-party marketplaces, Baltimore restaurants gain more independence in the long run. You’re not subject to sudden commission hikes or policy changes by an outside app. Instead, you control the costs and can plan accordingly. The money saved on fees can be reinvested in marketing your own online ordering — for example, running social media ads in Baltimore neighborhoods encouraging people to order directly from your site. Over time, this can create a virtuous cycle: direct orders increase, which improves profitability, which then allows for more customer outreach and improvements. In an industry as tough as dining, this added stability and control can be the difference between merely surviving and truly thriving.

In conclusion, commission-free online ordering coupled with first-party delivery is empowering Baltimore restaurants to take back their profits and their customer connections. The local restaurant community, known for its creativity and grit, has shown that it’s possible to break away from high-commission apps. Whether it’s a family-owned cafe in Hampden or a seafood joint in Locust Point, any eatery can implement a user-friendly, commission-free ordering system and immediately see benefits. You’ll keep more revenue per sale, provide a better experience to your patrons, and strengthen the long-term viability of your business. As one Baltimore restaurateur striving for a better model said, “The whole idea is to shift business to a local model with lower fees” – an idea now coming to fruition through these modern ordering platforms. By investing in your own online ordering solution, you invest in your restaurant’s future success, commission-free and built for Baltimore’s unique scene.