Support

Find answers to your questions

Customers


For order related questions, please contact the restaurant or business directly.

Please submit your questions that are not order related to contact@marchecommun.com

I want to order using Marché Commun for delivery. What is the process?
The ordering process is simple. Marché Commun’s ordering process is powered by CHK PLZ.  Click on Order Now or Explore more to browse through food or vendor options or search by the name of your favourite restaurant in our marketplace.

- Choose the restaurant you want to order from and click the order online button.
- Choose from the ‘delivery or pick-up’ options.
- For delivery, enter in your delivery address and select the date and time you wish to receive your food.
- If you are picking up, choose the time and day that you will arrive to pick up your order.
- Choose the menu items that satisfy your cravings and add to your cart.
- When you're finished, click on my order to review your choices and the grand total including the taxes and tip.
- Hit the checkout button and review your personal info regarding delivery address and credit card payment type (Visa, Mastercard, American Express).
- You also have the option to leave a tip and a note or comment for the restaurant and delivery courier. 
- Once you have verified your order details click the confirm button and your request is automatically transmitted to the restaurant and delivery couriers. 
- You will receive a confirmation email from CHK PLZ with your order number and a tracking link* with details letting you know the order request was received and it will be updated along the way. 
- The expected time of arrival of your order will be in the order confirmation.
- Our riders are rarely late but please allow at least 15 minutes past your order’s estimated time of arrival before contacting the restaurant.
- For any issues with your order, please contact the restaurant directly. You will find the restaurant contact details in the order confirmation.
 *only if car delivery partner is used
If your delivery is late
If the time is still within a 15 minute window of the ETA given at checkout/confirmation, please wait to contact the restaurant. In the event of bad weather, please allow an additional 15 minutes.
How much does it cost to have my food delivered?
Marché Commun charges a flat fee of $6 + tip.
100% of this goes to our delivery partner. Some restaurants have a minimum amount required to order. If this is the case, it will be specified on the restaurant’s order page.
*For orders of $150+ the delivery fee is $15.
Order tracking
When you place your order, an ETA (estimated time of arrival) will be quoted at checkout and in the email order confirmation. For deliveries inside the bike delivery zone, there is no tracking available as part of our values in promoting better working conditions for delivery workers. Our bike delivery partner does not micro-track their couriers. We trust them to do their job diligently! For orders outside the bike delivery zone, we use a car delivery partner. A tracking link will be emailed and texted to you to allow for updates.
What if I have an issue with my order? (ex. missing or wrong item?)
Please contact the restaurant directly.

For any refunds or disputes, please contact the restaurant first. If you are not able to resolve your issue with them, please contact us by email contact@marchecommun.com
Can I order alcohol with my meal?
Thanks to Bill 72, beer and wine are now available for delivery from local restaurants who hold a liquor license. You must  be 18 or older and you must order food with your order. Proof of ID will be required.
Do you cover the entire island of Montreal for deliveries?
Marché Commun with bike delivery is currently available in Outremont, Plateau, Mile End, Griffintown and the Old Port. For other areas we would be able to support by car delivery only. Chasseurs Courrier will be expanding their amazing bike delivery service to Little Italy and Saint-Henri soon. Stay tuned as we expand into other delivery zones.
I have a question regarding your services or a non-order related issue.
Please submit your questions that are not order related to contact@marchecommun.com if you need assistance. One of our team members will get back to you as soon as possible. For issues related to your order, please contact the restaurant or business directly.
There are other delivery apps, why should I use Marché Commun?
Our local restaurants and businesses have been hit hard by the Covid pandemic. As delivery has become a means for survival, restaurants are victim to high commission rates and hidden charges from foreign corporate delivery business models. Delivery workers are also underpaid and undervalued. Marché Commun is a Montreal based non profit offering a fair and just deal for local businesses, delivery workers and the environment. When you choose to order with Marché Commun, you’re making a powerful choice to directly engage with and support your community.
Are your delivery services offered year round?
Yes! The riders at Chasseurs Courier deliver year round. Bikes are the most reliable form of transport in the city and the insulated bags keep food the temperature it’s meant to be!
Where does the $1 fee paid to Marché go to?
Marché Commun charges its vendors just $1 per order compared to up to 30% of commission that other platforms do. Part of our values is transparency in everything we do. So where does the $1 go?
In addition to financing the platform, Marché Commun actively promotes it's platform and marketplace and works via advertising campaigns and special events that support the authentic Montreal experience (gastronomic & other). The fee also goes to supporting our non profit, Covid-19 Help Hub’s social impact and food security programs.

Restaurants

Who are your partners?
As a non-profit, we have received financial backing from the Government of Québec. We are also proud partners with Chasseurs Courrier, Sur Place Media, The Good Companies, and RedBox Media.
Are there any restrictions on what type of food Marché Commun can deliver? What about alcohol?
Marché Commun delivers all food items. Alcohol can now be delivered as well. With the implementation of Bill 72, restaurants who hold a liquor license can add beer and wine to the menu for take-out and delivery. Person ordering must be 18 or older and you must order food with your order. Proof of ID will be required.
Do you have the proper equipment to accommodate various order sizes?
We use specialized insulated bags to keep the food safe from the elements and damage during transport. Our insulated bags come in varying sizes and can accommodate any order size, except pizza boxes. Pizza delivery will be done by car only or by pickup.
Do I need to use a specific type of container to package food orders in? What do you suggest?
To ensure food arrives to your customers warm and appetizing, it is best to use containers that provide a secure seal and keep the food intact. Also, consider using a separate container for sauces. We suggest using biodegradable/compostable containers and utensils. For more information on how you can become more eco friendly, please check out our Tips For Restaurants.
What delivery zones are Marché Commun currently covering?
Local bike delivery is currently available for the Plateau, Mile End, Outremont, Downtown and Old Port neighborhoods. Car delivery is available outside these zones. Stay tuned as we expand into additional zones.
Can Marché Commun delivery accomodate large food orders?
Yes. Orders above $150 will be charged an automatic $15 delivery fee.
How much does Marché Commun cost?
Knowing exactly how much you pay allows you to maximize your profits. Our transparent fee structure is the lowest rate available. You pay $1 per order to use Marché Commun’s online platform and 1$ per order to delivery partner. The credit card transaction fee is 2.7% + .30¢ per approved transaction.
How does billing work for restaurants?
Each delivery transaction is billed to restaurants as such: 

$1.00 per order paid to Marché Commun
$1.00 per order paid to delivery partner to ensure fair wages
2.7% +.30¢ per order for the credit card transaction fee
How do I start using Marché Commun for deliveries?
The onboarding process is simple and straightforward. Please email us at ventes@marchecommun.com with your information and a local account manager will contact you to set everything up. This takes up to 7 business days. Our flexible options allow you to use us as a full service provider or pick which one of our services works best for your needs. We can advertise your menu and products, process orders for pick-up and in house delivery, and provide delivery couriers.
Can I do my own delivery/use in-house delivery?
Absolutely! Just let us know when you sign up. If you use your own delivery, the only cost will be the $1 per order fee to Marché Commun.
I need help with setting up or have issues with my account
Our order processing partner is CHK PLZ. In their back-office portal you can update your menu, images and other settings. You can access the back-office portal here.


Who can I contact if I have questions or issues to resolve?
The online ordering function of our platform is powered by CHK PLZ. Each restaurant or business is the first line of contact to resolve any customer issues related to their order. Restaurant will be provided a support number for CHK PLZ operations to contact by TEXT only.

Help with setting up or have issues with my account with CHK PLZ
Please see their help portal here.
For live issues with delivery
If customer cancels order or decides to pick up the order themselves) contact the Support by TEXT (number will be provided to each restaurant and business.)

If driver/courier is late
If the driver is late within a 15 minute window, please do not contact support. Always check where the driver is through the tracking link (if available) before contacting support.
This is a normal, industry average delay for deliveries. Your customer sees a range when ordering from your website so for them the delivery will not be considered late
If the driver is more than 15 min late. Contact support by TEXT ONLY with the order number and restaurant name.

For any billing questions or issues with the platform
For any billing questions or issues with the platform email us at contact@marchecommun.com
How does the process work from the moment of purchase/POS to receiving the order to receiving payment?
You will have access to the back-end portal which is powered by CHKPLZ. This is where you will find all of the transactions and orders placed with your restaurant. Payouts will be processed on a bi-weekly basis.

How does the refund process work?
You can process a full or partial refund via the back-end portal which is powered by CHK PLZ. For orders that were delivered or picked up, any delivery fees and the $1 fee per order will not be cancelled.

How does the process work if I choose to use Chasseur Courier for delivery?
Order is placed by the customer and sent to you automatically via CHK PLZ .
You need to be logged into your back office portal.
You will get a notification when order is received.
By default all orders are automatically accepted.
The system works within the maximum capacity that you have told us you can take per 15 minute interval.
You can also use the other options available in the portal to indicate order status for your kitchen in order to give them better visibility on what orders are being prepared, which ones are waiting and what’s been completed already.
Chasseurs Courrier is notified when an order has been placed for your restaurant.
Chasseurs then sends a rider to pick up & deliver the food to the customer.
Where does the $1 fee paid to Marché go to?
Marché Commun charges its vendors just $1 per order compared to up to 30% of commission that other platforms do. Part of our values is transparency in everything we do. So where does the $1 go?

In addition to financing the platform, Marché Commun actively promotes it's platform and marketplace and works via advertising campaigns and special events that support the authentic Montreal experience (gastronomic & other). The fee also goes to supporting our non profit, Covid-19 Help Hub’s social impact and food security programs.