How to Win Back Delivery Customers from DoorDash and Avoid 30% Fees

If you're a restaurant owner looking to win back delivery customers, the current situation probably sounds familiar. Loyal patrons who used to call your restaurant directly now order through DoorDash or Grubhub instead. While your order volume might be up, your profits keep going down due to high commissions.

The good news is that you can win these customers back – and it matters more than most owners realize.

Based on data from thousands of restaurant orders, one trend is clear: the better a restaurant performs, the more it depends on repeat customers.

Restaurants making $10K–$30K per month get about 70% of their orders from repeat customers; 

At $30K–$50K, that number rises to 80%;

And restaurants doing $50K–$100K per month see repeat customers make up nearly 90% of all orders.

‍

In other words, repeat customers are not a bonus. They are the foundation of a profitable restaurant.

‍

Why Repeat Customers Matter More Than Delivery App Orders

If repeat customers matter this much, anything that gets in the way of them coming back hurts your business. This is where third-party delivery apps become a problem.

When customers order through delivery apps, the experience is worse for both sides.

For loyal customers who are used to ordering by phone or walking in, seeing a $10 menu item marked up to $13 on a third-party app creates a negative experience.

For restaurants, apps typically take around 30% commission per order. Take Pizza King as an example. The owner will typically raise their menu prices on third-party apps by 30% to cover the commissions that third-party apps charge. 

In this example, Pizza King has pushed the DoorDash commission percentage through to the customer, so they should be making $10 (the same as before)…right? 

Not Actually. 

Pizza King is making $9.10 – a full 9% less than they would have made if the customer had ordered in store. And, the delivery service keeps the remaining $3.90. Considering their slim margins, a 9% drop in revenue makes all the difference. Even if you raise prices on the app, you still earn less per sale. Your customer pays more, and you make less money.

Nobody wins except the app.

‍

Delivery Apps Take Control of the Customer Relationship

The fees are only part of the issue. The bigger problem is what happens after the order is placed.

When a customer orders through a delivery app, the platform owns the relationship. You don’t get the customer’s phone number or email, which makes it nearly impossible to build loyalty.

While customers wait for their food, delivery apps often show them promotions from competing restaurants. Over time, this pulls your customers away from your business.

Many restaurant owners sign up hoping for more sales, but end up feeling trapped by high fees and lost customer relationships.

As one of our Clients put it:

This is why winning back your delivery customers is so important. When you control delivery on your own terms, customers save money, you keep more revenue, and you build direct relationships that bring people back again and again.

‍

How Restaurants Can Avoid DoorDash Fees and Take Back Delivery Orders

To reclaim delivery customers, restaurants need a system that puts them first – not a platform that takes a large cut and controls customer access.

One DoorDash alternative is Tarro, a platform designed to help restaurants handle phone orders and delivery without third-party commissions. With Tarro, restaurants can offer delivery directly while keeping control of pricing, customers, and operations.

Here’s how it helps.

0% Commission and No Hidden Fees

Unlike delivery apps that take up to 30%, Tarro charges no commission. Restaurants keep the full menu price on every order.

There are no surprise costs – no onboarding fees, no separate insurance requirements, and no additional taxes for delivery services. Delivery can essentially be free for your restaurant, making every order more profitable.

Lower Delivery Costs for Your Customers

Because prices are not marked up and there are no large service fees, customers typically pay about $10 less per order compared to third-party apps.

Lower prices lead to happier customers – and customers who feel they are getting a fair deal are more likely to order again.

Expanded Delivery Range Without Hiring More Drivers

Many restaurants limit delivery to a small radius because of staffing or cost concerns. Tarro can support deliveries up to 15 miles away.

By slightly expanding delivery range, most restaurants increase delivery orders by 10–15% per month without adding new drivers or overhead.

Flexible Driver Support During Peak Hours

Tarro can handle all deliveries or act as backup during busy periods, sick days, or staffing shortages.

Restaurants can keep their own drivers for local orders and use Tarro for longer distances or overflow. This flexibility helps ensure no order is turned away.

Phone Ordering and Built-In Customer Marketing

Direct ordering works best when it’s easy. Tarro provides a phone answering service staffed by trained phone order specialists (real people) who have AI as their co-pilot, so every call is answered quickly and professionally.

This removes pressure from in-house staff and prevents missed orders during busy hours.

Tarro also includes one year of free SMS text marketing (valued at approximately $3000). Restaurants can send promotions or reminders to customers who have ordered before, encouraging them to order directly next time.

Real Results: Winning Back Customers and Profits

Restaurants using direct delivery are seeing real improvements.

Oven Napoli, a family-run pizza business, partnered with Tarro after growing frustrated with high delivery fees and lost customers. After switching, the business saw about 20% higher overall sales and saved roughly $3500 per month in labor costs across locations.

Customer complaints dropped by around 70%, and staff were able to focus on food quality instead of juggling phones and deliveries.

Most importantly, delivery customers began ordering directly again – avoiding app fees and building loyalty with the restaurant.

Similar results are being seen from other Tarro’s Clients. Some restaurants expanded their delivery range and increased monthly delivery sales by up to 50% without hiring additional drivers. Others reduced staffing costs while handling more orders than before.

The common factor is control. When restaurants avoid DoorDash fees and own the customer relationship, profitability and loyalty improve together.

‍

Ready to Win Back Your Customers?

You can keep paying delivery apps 30% of every order while they promote your competitors. Or you can take control of your delivery, build direct relationships, and keep more of what you earn.

Restaurants that win in the long run are not the ones with the most app partnerships. They’re the ones whose customers repeatedly choose to order directly because the experience is better and the value is clear.

That’s how you win back delivery customers – and build a restaurant that lasts. Don't let third-party apps eat into your margins any longer. [Click here to claim your free trial with Tarro], and you will see exactly how much you can save by switching to a direct delivery model today.

‍

Frequently Asked Questions About Avoiding DoorDash Fees

Why are DoorDash fees so high for restaurants?

‍Delivery apps often charge commissions of up to 30% per order, while customers also pay service and delivery fees. These combined costs reduce profit and raise prices.

Is direct delivery better for restaurants?

‍For many restaurants, yes. Phone ordering delivery allows you to keep more revenue, control the customer experience, and build long-term customer relationships.

How can restaurants get customers to order directly?

‍Make direct ordering easier and cheaper. When customers can call or order directly and avoid high fees, many prefer that option.

What is a good DoorDash alternative for small restaurants?

‍A good alternative is a platform that offers delivery without high commissions and keeps customer data with the restaurant, such as solutions that support phone ordering and flexible delivery.

‍