U.S. patent application number 11/331850 was filed with the patent office on 2006-10-19 for systems and methods for determining whether to offer a reward at a point of return.
Invention is credited to Peter L. Bradshaw, Mark S. Hammond.
Application Number | 20060235747 11/331850 |
Document ID | / |
Family ID | 37109695 |
Filed Date | 2006-10-19 |
United States Patent
Application |
20060235747 |
Kind Code |
A1 |
Hammond; Mark S. ; et
al. |
October 19, 2006 |
Systems and methods for determining whether to offer a reward at a
point of return
Abstract
Computerized decision-making systems and methods are described
for determining whether to provide one or more rewards, such as a
coupon or instant discount, to a customer requesting to make a
merchandise return at a store, and, if so, to determine the terms
of the reward, such as value, expiration date/time and other terms
that may be associated with a coupon. The reward determinations may
be implemented in conjunction with a system for authorizing the
requested merchandise return transaction. Information about the
requested return may be used together with data about the
customer's past purchase, return transactions, and other
customer-related data. In some embodiments, the determinations are
based, at least in part, on store-related information and policies.
The reward may be printed with a receipt issued to the customer at
the point of return and/or may be provided to the customer using a
wide variety of other communications technologies.
Inventors: |
Hammond; Mark S.; (Dana
Point, CA) ; Bradshaw; Peter L.; (San Clemente,
CA) |
Correspondence
Address: |
KNOBBE MARTENS OLSON & BEAR LLP
2040 MAIN STREET
FOURTEENTH FLOOR
IRVINE
CA
92614
US
|
Family ID: |
37109695 |
Appl. No.: |
11/331850 |
Filed: |
January 13, 2006 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
|
60672322 |
Apr 18, 2005 |
|
|
|
60673566 |
Apr 21, 2005 |
|
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Current U.S.
Class: |
705/14.24 ;
705/14.25; 705/14.35; 705/14.38; 705/14.46; 705/14.66 |
Current CPC
Class: |
G06Q 10/10 20130101;
G06Q 30/0223 20130101; G06Q 30/0269 20130101; G06Q 30/0238
20130101; G06Q 30/0224 20130101; G06Q 30/0247 20130101; G06Q
30/0241 20130101; G06Q 30/02 20130101; G06Q 30/0222 20130101; G06Q
30/0235 20130101 |
Class at
Publication: |
705/014 |
International
Class: |
G06Q 30/00 20060101
G06Q030/00 |
Claims
1. A computerized method of determining whether to offer a reward
to a customer in association with a requested merchandise return
transaction at a merchant's point of return, the method comprising:
receiving information about the requested merchandise return
transaction; and using at least a portion of the merchandise return
transaction information to determine whether to offer the customer
a reward at the point of return.
2. The computerized method of claim 1, wherein the reward is a
coupon.
3. The computerized method of claim 1, wherein the reward is an
instant discount.
4. The computerized method of claim 3, wherein the instant discount
is a rebate that is based at least in part on a purchase price of
at least one item associated with the requested merchandise
return.
5. The computerized method of claim 1, wherein using the
merchandise return transaction information comprises using
information about at least one item whose return is requested.
6. The computerized method of claim 1, wherein using the
merchandise return transaction information comprises accessing
stored information about the customer's return history.
7. The computerized method of claim 1, wherein using the
merchandise return transaction information comprises accessing
stored information about the customer's purchase history.
8. The computerized method of claim 1, wherein using the
merchandise return transaction information comprises accessing
stored information about the customer's profitability to the
merchant.
9. The computerized method of claim 1, wherein using the
merchandise return transaction information comprises accessing
information about a store at which the merchant's point of return
is located.
10. The computerized method of claim 9, wherein accessing
information about the store comprises access information about at
least one of the set consisting of: inventory, merchandise mix, mix
of sales by SKU identifier, mix of inventory by SKU identifier,
store sales performance, store profitability, average sale amount
for the store, average return amount for the store, current coupon
promotions, current sales promotions, store location, and local
demographics.
11. The computerized method of claim 2, further comprising
determining terms of the coupon.
12. The computerized method of claim 11, wherein terms include
information about at least one of the set consisting of: value of
the coupon, a percentage discount offered by the coupon, a dollar
discount offered by the coupon, an expiration time, an expiration
date, at least one eligible product, at least one eligible product
category, at least one eligible store location for coupon
redemption, at least one retailer who is not the merchant and at
whose merchant location the coupon may be redeemed, whether or not
the coupon may be used online or in a physical store or both, and
at least one eligible department for coupon redemption.
13. The computerized method of claim 11, wherein determining terms
of the coupon is based at least in part on the customer's past
return history.
14. The computerized method of claim 11, wherein determining terms
comprises selecting a set of potential terms for offering to the
customer and allowing the customer to select from among the set of
terms.
15. A method of processing a requested merchandise return,
comprising: receiving information about a merchandise return
requested by a customer, wherein the information is received from a
merchant's point of return; using a computerized system to
determine whether to issue a reward to the customer; and if a
reward is to be issued, transmitting information about the reward
to the point of return.
16. The method of claim 15, further comprising using the
computerized system to determine whether the merchandise return is
authorized.
17. A computerized system for processing merchandise returns, the
system comprising: a processor communicatively coupled to a
merchant's point of return, the processor configured to receive
information about a merchandise return requested by a customer at
the merchant's point of return; and a decision engine configured to
receive the information about the merchandise return and to
determine whether to issue a coupon in association with the
merchandise returns, based, at least in part, on the
information.
18. The system of claim 17, wherein the processor is further
configured to provide information about the coupon determination to
the merchant's point of return.
19. The system of claim 17, wherein the decision engine is further
configured to determine terms associated with the coupon, if a
coupon is to be issued.
20. The system of claim 17, further comprising a computer
repository comprising data about the consumer, wherein the
determination is based, at least in part, on data stored in the
repository.
21. The system of claim 20, wherein the repository of consumer data
includes stored information about the consumer's profitability to
the merchant.
22. The system of claim 20, wherein the repository of data about
the consumer includes stored information about at least one of the
set consisting of: the consumer's purchase history and the
consumer's return history.
23. The system of claim 17, further comprising a computer
repository comprising merchant data about the merchant, wherein the
determination is based, at least in part, on data stored in the
repository.
24. The system of claim 23, wherein the repository of merchant data
includes stored information about at least one of the set
consisting of: inventory, merchandise mix, mix of sales by SKU
identifier, mix of inventory by SKU identifier, store sales
performance, store profitability, average sale amount for the
store, average return amount for the store, current coupon
promotions, current sales promotions, store location, local
demographics, and merchant policies regarding coupons.
25. A system for processing a merchandise return, the system
comprising: means for receiving from a merchant's point of return
information about a requested customer merchandise return; means
for using a computerized system to determine whether to issue a
reward to the customer; and if a reward is to be issued, means for
transmitting information about the reward to the point of
return.
26. The system of claim 25, further comprising means for using the
computerized system to determine whether the merchandise return is
authorized.
Description
PRIORITY CLAIMS
[0001] This application claims the benefit of priority under 35
U.S.C. .sctn. 119(e) of U.S. Provisional Application No.
60/672,322, filed on Apr. 18, 2005 and titled SYSTEM FOR
COLLECTING, ANALYZING, AND MAKING DECISIONS ON CONSUMER RETAIL
DATA, and of U.S. Provisional Application No. 60/673,566, filed on
Apr. 21, 2005 and titled SMART COUPONS, the entireties of which are
incorporated herein by reference.
FIELD OF THE INVENTION
[0002] The invention relates to offering rewards at a point of
return.
BACKGROUND OF THE INVENTION
[0003] Many retail merchants have found that customers appreciate
shopping at a store with a liberal merchandise return acceptance
policy. However, implementing a liberal return acceptance policy
may significantly decrease the store's profitability when existing
sales are rescinded and returned merchandise may need to be re-sold
at a discount, if it is sold again at all. Merchants would
therefore like to provide the desired liberal return acceptance
policy while reducing loss of sales.
[0004] Furthermore, many merchants have found that customers who
make returns often do not soon shop again at the store. For
example, one study of consumer behavior at a number of retail
stores found that less than 15% of customers who returned
merchandise made another purchase at the store within the next
thirty days, and that over 50% of customers who returned
merchandise did not make any other purchase at the store within the
next eighteen months. These figures can be explained in part by
customers who are unhappy with the merchandise purchased at the
store and who may be disgruntled with the store as a whole. The
figures may also be explained in part by shoppers who are returning
gifts purchased by others or who may be otherwise in the store for
the first time. Merchants would like to encourage both of these
types of customers, as well as others, to shop in their stores and
to become long-term customers, especially if it can be determined
that they are not engaging in merchandise return activity that is
fraudulent or abusive of store return policies. Currently, there is
little, if any, incentive offered to a customer at the merchant's
point of return to reconsider making a return, to immediately use
any returned funds to re-purchase at the merchant's store, or to
otherwise make another purchase within a defined span of time.
SUMMARY OF THE INVENTION
[0005] Computerized decision-making systems and methods are
described for determining whether to provide one or more coupons or
other rebates or rewards to a customer requesting to make a
merchandise return at a store, and, if so, to determine the terms
of the reward, such as value of a coupon, expiration date/time and
other limitations and/or options that may be included. Such
coupons, especially if valid for only a very short duration, may
encourage a customer who has made a merchandise return to make
another purchase in the store before leaving. Furthermore, since
research has indicated that as much as 70% of shopping decisions
are made inside the store, coupons offered in-store may be
especially effective in generating additional sales. The reward
determination may be implemented in conjunction with a system for
authorizing the requested merchandise return transaction.
Embodiments of the systems and methods may intelligently identify
customers whose return and purchase behavior indicates that they
are "good" customers and tailor the coupon offering or other reward
for the identified customers. In various embodiments, information
about the requested return may be used together with data about the
customer's past purchase and return transactions, as well as other
customer-related data. In some embodiments, the determinations are
based, at least in part, on current store conditions and policies,
or on other store-related information. The reward may be printed on
a receipt issued to the customer at the point of return and/or may
be provided to the customer using a wide variety of other
communications technologies
[0006] Embodiments are described of a computerized method of
determining whether to offer a reward to a customer in association
with a requested merchandise return transaction at a merchant's
point of return. The method comprises: receiving information about
the requested merchandise return transaction and using at least a
portion of the merchandise return transaction information to
determine whether to offer the customer a reward at the point of
return.
[0007] Embodiments of a method of processing a requested
merchandise return are described. The method comprises receiving
information about a merchandise return requested by a customer,
wherein the information is received from a merchant's point of
return. The method further comprises using a computerized system to
determine whether to issue a reward to the customer, and if a
reward is to be issued, transmitting information about the reward
to the point of return.
[0008] Embodiments of a computerized system for processing
merchandise returns are described. The system comprises a processor
communicatively coupled to a merchant's point of return, wherein
the processor is configured to receive information about a
merchandise return requested by a customer at the merchant's point
of return. The system further comprises a decision engine
configured to receive the information about the merchandise return
and to determine whether to issue a coupon in association with the
merchandise returns, based, at least in part, on the
information.
[0009] Embodiments of a system for processing a merchandise return
are described. The system comprises: means for receiving from a
merchant's point of return information about a requested customer
merchandise return, means for using a computerized system to
determine whether to issue a reward to the customer, and if a
reward is to be issued, means for transmitting information about
the reward to the point of return.
[0010] For purposes of summarizing embodiments of the invention,
certain aspects, advantages, and novel features of the invention
have been described herein. It is to be understood that not
necessarily all such aspects, advantages, or novel features will be
embodied in any particular embodiment of the invention.
BRIEF DESCRIPTION OF THE DRAWINGS
[0011] A general architecture that implements various features of
specific embodiments of the invention will now be described with
reference to the drawings. The drawings and the associated
descriptions are provided to illustrate embodiments of the
invention and not to limit the scope of the invention. Throughout
the drawings, reference numbers are re-used to indicate
correspondence between referenced elements. In addition, the first
digit of each reference number indicates the figure in which the
element first appears.
[0012] FIG. 1 is a block diagram depicting one embodiment of a
merchandise point of return system.
[0013] FIG. 2 is a block diagram depicting a closer view of one
embodiment of a return authorization service.
[0014] FIG. 3 depicts one embodiment of a dedicated point of return
device.
[0015] FIG. 4 depicts a series of user interface screenshots for
one embodiment of a process for collecting data at a point of
return.
[0016] FIGS. 5A-5C depict embodiments of coupons that may be issued
at a point of return.
[0017] FIG. 6 depicts a set of factors that may be used to
influence one embodiment of an authorization process and/or a
process for determining whether to provide a reward at a point of
return.
[0018] FIG. 7 is a flowchart that illustrates one embodiment of a
process for collecting data at a point of return.
[0019] FIG. 8 is a flowchart that illustrates one embodiment of a
process for providing a coupon to a customer at a point of
return.
[0020] FIG. 9A is a flowchart that illustrates one embodiment of a
process for determining whether to provide a coupon to a customer
at a point of return that is carried out together with a return
authorization determination.
[0021] FIG. 9B is a flowchart that illustrates one embodiment of a
process for determining whether to provide a coupon to a customer
at a point of return.
DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS
[0022] Embodiments of computer-implemented systems and methods are
described that provide rewards to customers who are requesting to
return merchandise at a point of return at a merchant
establishment.
[0023] FIG. 1 is a block diagram depicting one embodiment of a
system for issuing rewards at a merchant's point of return. A
customer 110 who wishes to return previously purchased merchandise
brings the merchandise to a point of return 125 at a merchant
establishment 120 and requests to receive an equivalent dollar
amount of either cash, credit, merchandise, or some combination or
equivalent thereof.
[0024] In some embodiments, the customer 110 may be offered an
incentive not to return the merchandise. For example, the customer
110 may be offered an "instant discount," a coupon, or other reward
in exchange for agreeing not to return the merchandise. In various
embodiments, an "instant discount" is a rebated amount of cash,
credit, or other tender that the merchant 120 provides to the
customer 110, either directly, into an account associated with the
customer 110, as a store credit, or the like. The amount of the
instant discount may be based, for example, on the original
purchase price or current purchase price of the merchandise that
the customer requested to return, such as an instant discount of
10% or 15% of the purchase price. The payment of such an instant
discount to the customer may allow the merchant to avoid even
higher costs associated with acceptance of the return.
[0025] The merchant 120 may additionally or alternatively offer the
customer 110 a coupon, valid for an immediate purchase or good
towards a future purchase, as an incentive not to make the return.
In some embodiments, the customer 110 may be offered the choice of
receiving an instant discount or a coupon as a reward for
discontinuing the requested return. In some embodiments, the
customer 110 may be offered both the instant discount and the
coupon. In some embodiments, the customer 110 may be offered
another type of reward as an incentive. In some embodiments,
customers requesting returns may be allowed to accept an incentive
even if the customer decides to make the return.
[0026] If the customer 110 decides to go ahead with the merchandise
return, a clerk at the point of return 125 may offer the customer
110 a coupon. Such a coupon may foster goodwill towards the
merchant 120 on the part of the customer 110; the coupon may also
encourage the customer to make another purchase.
[0027] In some embodiments, as will be described in greater detail
below, the merchant may make use of a computerized rewards
authorization system to assess a likelihood of fraudulent behavior
on the part of the customer 110 and/or to select terms for an
instant discount, a coupon, or other reward being offered to the
customer 110. A computerized rewards authorization system may also
be used to track information about rewards that have been offered
to customers. Such rewards may be issued selectively and/or may be
customized to the customer and store, based on a wide variety of
factors, as will be described in detail with reference to FIG. 6 to
follow. Alternatively, the rewards may be issued to all customers
requesting to make merchandise returns, or, may be issued on a
random basis.
[0028] As depicted in FIG. 1, aspects of the system for issuing
rewards at a point of return may be carried out by a service
provider that also provides merchant return transaction
authorization services. Thus, in some embodiments, some or all of
the information that may be gathered and analyzed for purposes of
authorizing a requested merchandise return may also be used, either
alone or in combination with other information, to determine
whether to provide a reward to a customer at a point of return 125,
and, if so, to determine what type of reward to offer. Such a
service is referred to with reference to the embodiment depicted in
FIG. 1 as a merchandise return and reward authorization service
100. However, it should be understood that, in other embodiments,
the reward-related systems and methods described herein may be
carried out by another embodiment of a reward authorization service
100, such as a provider that makes automated return-related coupon
determinations, but that does not make risk assessments or other
determinations regarding the acceptance, denial, or authorization
terms of merchandise return transactions requested by customers. In
some embodiments, for example, rewards may be provided to randomly
selected customers who are requesting to make merchandise returns.
Alternatively, the systems and methods described herein may be used
to provide incentives, in the form of return-related rewards, to
customers not to make returns. Thus, the description of the
coupon-related systems and methods carried out in conjunction with
various return authorization systems and methods is intended as an
example for purposes of illustration only and is not intended to
limit the scope of the reward-related systems and methods described
herein.
[0029] In some embodiments, a clerk processing the return may send
data about the requested return transaction to a merchandise return
and reward authorization service 100 and may receive in response a
return authorization determination that instructs the clerk to
either accept or deny the return transaction. The clerk may offer
the customer 110 a coupon, as will be described in greater detail,
either in response to the authorization determination received for
the requested transaction, or as part of a return transaction that
does not include an authorization determination. In some
embodiments, the merchandise return and reward authorization
service 100 may randomly select customers requesting merchandise
returns to whom to issue a coupon.
[0030] The point of return 125 may be a desk or location within the
merchant establishment 120 that is dedicated for processing
merchandise returns. Alternatively, the point of return 125 may be
a normal cashier's station that may be additionally used for
processing purchases and other types of business transactions, or
the point of return 125 may be another location.
[0031] In still other embodiments, especially where the merchant is
operating via the Internet or other online or electronic system, or
in association with a television-based or telephone-based merchant
system, the point of return 125 may not be at a specified physical
location. For example, for an Internet-based retailer operating
over the World Wide Web, the point of return 125 may be embodied as
part or all of a web page that can be used by customers to transact
some or all of a merchandise return process. As another example, in
conjunction with a phone-based merchant system, a customer may
transact some or all of a merchandise return process by using a
telephone keypad and/or interactive voice response (IVR) system to
access a portion of the merchant's system that serves as the
merchant's point of return 125. Embodiments of the point of return
coupon system described herein may be carried out at any of these
or other physical or non-physical types of merchant points of
return 125.
[0032] For purposes of this disclosure, the systems and methods
described herein will frequently be described with reference to a
clerk or other merchant employee who receives a merchandise return
request from a customer 110 and who accepts or denies the return
request, based, at least in part, on a recommendation received from
one or more of the systems and methods described herein and who may
offer a coupon or other reward to a customer according to systems
and methods described herein. In various embodiments, the actions
that are attributed to the clerk may alternatively or additionally
be carried out by another type of merchant employee or
representative, or other person authorized to handle the
merchandise return, or by an automated process or system or
apparatus configured to process the return request and/or the
coupon distribution. Thus, while, for ease of description, the
systems and methods will be described with reference to a clerk at
a point of return 125, it should be understood that embodiments of
the systems and methods may also be carried out with one or more of
the above-listed, or other, clerk alternatives.
[0033] The clerk may use an automated point of return (POR) device
126 for processing the requested merchandise return. In various
embodiments, the POR device 126 may be used to input information
about the requested return and to provide a clerk with
authorization information for the return. The POR device 126 may
also provide a recommendation to the clerk to offer the customer an
"instant discount" as an incentive not to make the merchandise
return. The POR device 126 may also be used to provide a coupon to
be presented to the customer who is making a return. In various
embodiments, the POR device 126 may print the coupon for offering
to the customer, may instruct another device to print the coupon,
may electronically enter data about the coupon to a loyalty or
other store-related card or data storage medium, may instruct a
clerk to provide or not to provide a pre-printed coupon to the
customer, or may participate in another form in the process to
provide coupons to customers at a point of return 125.
[0034] In some embodiments, the POR device 126 may be a device that
is dedicated for use with merchandise returns and may be used in
association with the systems and methods described herein. One
embodiment of such a dedicated POR device 126 is described with
reference to FIG. 3 below. In other embodiments, the dedicated POR
device 126 is at least one of: a hand-held device, a wireless
device, a telephone-assisted device, a self-serve kiosk, an
assisted-return kiosk, or other suitable apparatus.
[0035] In some embodiments, rather than using a dedicated POR
device 126, a multi-functional check-out terminal or other
computerized device may be configured to provide some or all of the
functionality associated with the POR device 126 described herein.
In some embodiments, more than one device may be used to provide
some or all of the functionality described herein for the POR
device 126. For example, an auxiliary printing device or other
distribution device may be used in conjunction with the POR device
126 to provide one or more coupons to a customer at a POR 125.
Thus, while the systems and methods described herein may be
described with reference to a dedicated POR device 126, it is to be
understood that a wide variety of dedicated and/or multi-purpose
POR devices 126 may be used, alone or in combination, without
departing from the spirit of the invention as described herein.
[0036] As depicted in FIG. 1, authorization determination for the
customer's requested return and/or determination of whether to
provide a reward may be handled by an automated merchandise return
and reward authorization service 100. The merchandise return and
reward authorization service 100 may accept information input by
the clerk at the point of return 125 and use various types of
information associated with the requested return in order to
implement the merchant's 120 return policy to assess risk of
exposure to fraudulent, abusive, or unprofitable behavior that may
be associated with accepting the requested return and to determine
whether to offer a reward to the customer.
[0037] Additional store-related information 128 that may not be
directly related to the current return transaction may be received
by the merchandise return and reward authorization service 100 from
the merchant 120. For example, information about inventory,
marketing promotions, sales transactions, other reward programs,
customers' purchase and return histories, information on the return
rates of specific items, and the like may be sent by the merchant
120, or by another entity on behalf of the merchant 120 to the
merchandise return and reward authorization service 100.
Additionally or alternatively, information about the merchant's
merchandise mix, mix of sales by SKU identifier, mix of inventory
by SKU identifier, store sales performance, store profitability,
average sale amount for the store, average return amount for the
store, current coupon promotions, current sales promotions, store
location, and local demographics may be provided to the merchandise
return and reward authorization service 100. The store-related
information 128 may be sent nightly, weekly, on an as-need basis,
on a continual basis, or at another convenient schedule.
[0038] In some embodiments, the merchandise return and reward
authorization service 100 may be implemented, as depicted in FIG.
1, as an entity external to the merchant 120 whose services are
contracted or otherwise provided to the merchant 120. Additionally
or alternatively, some or all of the merchandise return and reward
authorization service 100 may be implemented as one or more
software and/or hardware components under the operation of the
merchant 120 that function in the POR device 126 and/or within one
or more computer devices at the point of return 125, at another
location within the same physical merchant establishment and/or at
a geographically removed location used by the merchant 120. Thus,
although the systems and methods described herein are most often
described in association with an external merchandise return and
reward authorization service 100, it is to be understood that any
combination of these or other implementation arrangements may be
used without departing from the spirit of the invention described
herein.
[0039] In embodiments where the merchandise return and reward
authorization service 100 is a separate entity that authorizes
requested returns presented to the merchant 120 and that makes
reward-related determinations, communication between the merchant's
point of return 125 and the merchandise return and reward
authorization service 100 may be carried out using any of a wide
variety of appropriate devices and/or communications and data
security technologies. For example, the communications between a
computerized device at the merchant's point of return 125 and a
merchant interface 130 at the merchandise return and reward
authorization service 100 may be carried out using the Internet or
other global network. In other embodiments, the communications may
be carried out using any communication system including by way of
example, dedicated communication lines, telephone networks,
wireless data transmission systems, two-way cable systems,
customized computer networks, interactive kiosk networks, automatic
teller machine-type networks, interactive television networks, and
the like.
[0040] In various embodiments, the clerk handling the requested
return uses the POR device 126 to send information about an
authorization request to the merchandise return and reward
authorization service 100. The merchandise return and reward
authorization service 100 receives the information from the POR
device 126, as well as the store-related information 128 from the
merchant 120, and uses the information, together with other stored
information, to make an authorization determination for the
requested merchandise return, assessing the risk of accepting the
return and implementing merchant return policy preferences to
recommend either that the clerk accept the requested return, refuse
to accept the requested return, or take another course of action.
The merchandise return and reward authorization service 100 further
uses at least some of the information received from the POR device
126 and the store-related data 128 to determine whether to issue a
reward to the customer and, if so, to determine terms associated
with the reward.
[0041] The embodiment of the merchandise return and reward
authorization service 100 that is depicted in FIG. 1 includes a
merchant interface 130, a decision engine 135, a customer
identification data repository 137, a customer return data
repository 140, a merchant data repository 145, a repository of
merchant return authorization policies 150, and a reward qualifier
153. Other embodiments of the merchandise return and reward
authorization service 100 may include other components and/or a
subset of these components. Furthermore, some or all of the
components 130, 135, 137, 140, 145, 150, 153 may be implemented, in
whole or in part, in one or more locations remote from the
merchandise return and reward authorization service 100 and/or
under the management of entities other than the merchandise return
and reward authorization service 100. Some embodiments of the
merchandise return and reward authorization service 100 may include
only the decision engine 135 and may access some or all of the
functions and data content available from the other modules 130,
137, 140, 145, 150, 153 from other external sources. For example, a
database of coupon-related information may be provided by a
third-party or other source and may include coupon-related
information, such as, for example, who received coupons, instant
discounts, or other return-related rewards, at what merchant they
were received, whether or not the coupons were redeemed, whether
merchandise purchased with a coupon was subsequently returned, and
the like.
[0042] The merchant interface 130 receives an authorization request
from the merchant point of return device 126 and accepts
information about the requested merchandise return sent from the
POR device 126. The received information is sent to a decision
engine 135 for determining whether to offer a coupon and for
assessing risk associated with accepting the requested merchandise
return and for making an authorization determination that is based
on the assessed risk as well as on stored information about the
merchant's return authorization policies 150. The return policy 150
may be implemented in a variety of computer-usable forms,
including, but not limited to, rule-based systems, decision trees,
scorecard systems, and the like. In various embodiments, the
decision engine 135 may assess the requested return transaction
with reference to one or more threshold conditions, such as an
acceptable score. In some score-based embodiments, in which, for
example, a high score indicates low authorization risk, if the
requested return transaction meets or exceeds the threshold, the
return is accepted, while if the requested return does not meet the
threshold, the return is denied. In other embodiments, other
methods of assessing whether to accept the requested return may
alternatively or additionally be used.
[0043] In various embodiments, the decision engine 135, in
conjunction with the reward qualifier 153, determines whether or
not to issue a coupon for use by a customer at a point of return,
and, if yes, determines terms to be included on the coupon, such as
a percentage or dollar amount discount offered by the coupon,
duration of validity, limitations based on eligible products,
departments, or merchants, whether or not the coupon may be used
online or in a physical store or both, and the like.
[0044] In some embodiments, a determination whether to offer a
coupon at the point of return is carried out separately from the
return authorization, if one exists. In other embodiments, once the
decision engine 135 has made a return authorization determination,
the decision engine 135 invokes the reward qualifier 153 as a
sub-process, requesting that the reward qualifier 153 make the
coupon-related determination and report back to the decision engine
135, so that the decision engine 135 may forward the coupon-related
result, together with the return authorization determination, to
the point of return 125.
[0045] In various embodiments, the decision engine 135 and the
reward qualifier 153 may be configured in a wide variety of
configurations that allow the decision engine 135 and the reward
qualifier 153 to cooperate to carry out the decision-making
functions described herein. In some embodiments, the reward
qualifier 153 is implemented as a set of rules or policies that are
carried out by the decision engine 135. In some embodiments, the
reward qualifier 153 is implemented as a component with
decision-making capabilities that can execute coupon-related
determinations separately from the decision engine 135.
[0046] Functions performed by or in conjunction with the reward
qualifier 153 may be carried out in any of a wide variety of
suitable, computer-implemented forms, such as a decision tree, an
expert system, or other ruled-based decision system, as a linear
calculation or other scoring mechanism, or as a form of
probabilistic or neural network, genetic, or other statistical
model or algorithm for decision-making. A more detailed description
of factors that may be used by the decision engine 135 and/or
reward qualifier 153 to make a return authorization determination
and/or to determine whether to issue a coupon associated with the
requested return as well as determining terms associated with an
issued coupon will be provided with reference to FIG. 6 to
follow.
[0047] The decision engine 135 and/or reward qualifier 153 may use
information from one or more other repositories of data collected
and maintained by the merchandise return and reward authorization
service 100, or from one or more external merchant or non-merchant
data sources 160.
[0048] For example, in addition or as an alternative to the
store-related data 128 received from the merchant 120, the decision
engine 135 and/or reward qualifier 153 may access stored merchant
data 145 that may include any of a wide variety of types of
information associated with the merchant 120, including, but not
limited to: information about current sales promotions, information
about current inventory, and other information that might influence
a retailer's decision to offer a coupon to a consumer.
[0049] In addition, the stored merchant data 145 may contain:
information about the location(s) of the merchant's stores or other
establishments, information about the merchant's employees
(including names, identification numbers, hire dates, home
addresses, past association with proper, fraudulent, and/or
questionable merchandise returns, and the like), and information
about the merchant's 120 inventory of merchandise.
[0050] The decision engine 135 and/or reward qualifier 153 may use
information stored in a repository of customer identification data
137. The repository of customer identification data 137 may store
information about a large number of customers, including, for
example, information about customer names, addresses,
identification numbers, such as driver's license and other
identification numbers, biometric identification information, and
the like. This information may be used in an effort to positively
identify the customer 110 and/or to correlate data about the
customer received from other sources.
[0051] The decision engine 135 and/or reward qualifier 153 may also
use information from one or more repositories of customer return
data 140, which include a wide variety of information about past
merchandise return activity associated with the individual
customers 110, including past coupon-related activity. Some
examples of information associated with past purchase and return
transactions are described in greater detail with reference to FIG.
6 below. In some embodiments, the customer return data repository
140 may also include information about the customer's 110 purchase
history. Using the customer identification data 137 and the
customer return data 140 allows the decision engine 135 and/or
reward qualifier 153 to link information about past merchandise
purchase and/or return activity with the customer 110 requesting
the return at the point of return 125. Such information allows the
decision engine 135 and the reward qualifier 153, among other
capabilities, to assess the customer's product preferences, return
and purchase patterns, and past coupon use patterns. In various
embodiments, this information may be used by the decision engine
135 and/or the reward qualifier 153 to determine whether to provide
a coupon as well as to identify coupon terms that are expected to
appeal to the customer and further the merchant's business
goals.
[0052] In some embodiments, a "negative file," such as a listing of
customers 110 who are known to have been involved with past
fraudulent returns or past criminal activity, may be maintained and
used to make return authorization determinations. In some
embodiments, one or more "positive files" may exist that list
customers who may be accorded special treatment by the return
authorization service. For example, one or more positive files may
be maintained to list customers known to be profitable to the
merchant and/or customers in the entertainment or fashion
industries who may need to purchase and return merchandise on a
frequent basis, or other categories of customers, who may be
accorded special return privileges. Such positive and negative
files may be used to make return authorization determinations, and,
where appropriate, they may be used as part of a process for making
coupon-related determinations, as well.
[0053] In some embodiments, agreements may be implemented allowing
merchants to share their collected data for return authorization
purposes.
[0054] Furthermore, the decision engine 135 and/or reward qualifier
153 may additionally or alternatively access and make use of
information stored in data repositories that are external to the
merchandise return and reward authorization service 100. External
data sources may be used to access information such as, for
example: customer and/or employee identification information,
address information including postal box information, credit data,
shoplifting data, crime data, identification theft data, sales tax
data, online shopping data, such as from Internet retailers or
other e-commerce data sources, or any of a wide variety of other
useful information types. Such external data may be accessed
externally on an as-needed basis and/or may be stored by the
merchandise return and reward authorization service 100 for
subsequent use.
[0055] In some embodiments, once the decision engine 135, in
conjunction with the reward qualifier 153, has made an
authorization determination for the requested return and an
associated coupon determination, the merchant interface 130 may
send a message to the point of return device 126, informing the
clerk of the determinations. In some embodiments, the point of
return device 126 may print a record of the requested return,
indicating that the return has been accepted or denied. The POR
device 120, or another device, may further print or otherwise make
available a coupon, as will be described in greater detail with
reference to FIGS. 5A and 5B.
[0056] For ease of description, the merchandise return and reward
authorization service 100 as depicted thus far in the disclosure
and with reference to FIG. 1 has been described as providing
merchandise return authorizations, reward determinations, and other
related services to a single merchant 120. However, it is to be
understood that, in practice, it is much more common for the
merchandise return and reward authorization service 100 to serve a
plurality of merchants 120. When the merchandise return and reward
authorization service 100 serves a plurality of merchants 120, it
may maintain an associated plurality of data stores, including, but
not limited to: the customer return data repository 140, the
merchant data repository 145, the merchant return authorization
policies 150, and the reward qualifier 153, for each of the
merchants 120 for whom it provides return authorization and/or
coupon-related services. The merchandise return and reward
authorization service 100 may maintain these data stores
separately, either logically and/or physically. Furthermore, the
merchandise return and reward authorization service 100 may combine
some or all of the various data stores described above.
[0057] Thus, although a wide variety of embodiments exist, for ease
of description in this disclosure, it will be assumed that the
embodiments of the merchandise return and reward authorization
service 100 described herein maintain data received from different
merchants 120 separately, and do not use data received from one
merchant to make authorization return determinations or coupon
determinations for another merchant. In other embodiments, however,
modifications may be made to the systems and methods described
herein such that the systems and methods may store data from a
plurality of merchants together and/or may use data from one
merchant in a return authorization and/or coupon determination
request from another merchant. Furthermore, data from external
third-party data providers, such as government information sources,
credit bureaus, police information sources, and the like may be
used by the merchandise return and reward authorization service 100
to make authorization and/or coupon determinations for the merchant
120.
[0058] The merchandise return and reward authorization service 100
and included modules 130, 135, 137, 140, 145, 150, 153, as depicted
in FIG. 1, are one embodiment of a merchandise return and reward
authorization service 100 in connection with the systems and
methods described herein. It is to be understood that in other
embodiments, the structures and functions of these modules may be
implemented in a wide variety of different configurations without
departing from the spirit of the systems and methods described
herein. For example, some or all of the data storage functions, the
decision-making functions, the communications functions, the
authorization determination, the reward qualifier 153 and the like,
may be provided by external third-party service providers, may be
implemented at one or more merchant locations, including within the
POR device 126, and/or may be implemented differently using
different internal structures. Furthermore, although the
merchandise return and reward authorization service 100 is depicted
in FIG. 1 as being a single entity located at a single location, it
is to be understood that in other embodiments, the structures and
functions of the coupon/return authorization service 100 may be
implemented in total or in part by a distributed system of hardware
and software that may be located at two or more physically distinct
locations.
[0059] FIG. 2 is a block diagram depicting a closer view of one
embodiment of a merchandise return and reward authorization service
100 that provides a variety of services, including coupon
qualification and generation, as well as return authorization, to
the merchant 120. In FIG. 2, the various repositories of data used
by the merchandise return and reward authorization service 100 for
purposes of coupon qualification and/or return authorization, as
described in part with reference to FIG. 1, are combined
conceptually as a single shared database 210. As described with
reference to FIG. 1, the data stored for use by the merchandise
return and reward authorization service 100 may be stored and
maintained as a single or a plurality of data repositories.
[0060] The data in the shared database 210 is managed by a data
accessor 215 that receives data for storage in the shared database
210 from a variety of sources and that receives requests for data
from the shared database 210 for a variety of purposes. In various
embodiments, the data accessor 215 may manage the various types of
data using any of a variety of computer-implemented platforms
suitable for such purposes, including, but not limited to, DB2,
Oracle, other SQL-based systems, or other database or file storage
technology.
[0061] As depicted in FIG. 2, merchandise data 225 from a merchant
120 may be sent to a merchandise data interface 220 of the
merchandise return and reward authorization service 100 for storage
in the shared database 210 by the data accessor 215. For example,
sales data, including very current sales data that may track
real-time response to a given type of coupon, and/or real-time
inventory levels may be included in the merchandise data 225.
[0062] Administrators 270 may use an administrative interface 260
of the return authorization service to send and receive data to the
data accessor 215.
[0063] The data accessor 215 may further provide data to a report
generator 230 that provides reporting services 235 to the merchant
120. For example, one or more reports about levels of coupon
redemption, about choices made by customers with respect to coupon
redemption, and the like, may be included in reports from the
report generator 230. Reports for merchants may include daily
transaction reports, as well as longer term reports for loss
prevention analysis.
[0064] Reports may additionally or alternatively be made available
to customers 110 who have received coupons, instant discounts, or
other return-related rewards. The reports may include, for example,
information about a dollar amount and/or a percentage saved by the
customer 110 using one or more coupons, information about types of
merchandise purchased with a coupon, information about a number or
percentage of coupons received at a point of return that were
actually redeemed by the customer, and/or information about a
potential percentage or dollar amount saved if all return-related
coupons had been redeemed by the customer.
[0065] An authorizer module 240, which may comprise, for example,
reward qualifier 153 and/or the decision engine 135 that are
described with reference to FIG. 1, provides coupon determinations
251 and return authorization. As depicted in the embodiment shown
in FIG. 2, the authorizer 240 may communicate directly with a
stand-alone terminal 245 that is dedicated for point of return use.
The authorizer 240 is further configured to communicate with a
point of sale or other system 255 used by the merchant to process
merchandise returns, issue coupons, and to communicate with the
merchandise return and reward authorization service 100.
[0066] In various embodiments, transfer of some or all of the data
into and out from the merchandise return and reward authorization
service 100 may be implemented, for example, using FTP transfer
protocols. For protection of consumer privacy and merchant business
information, the data is preferably transferred into and out from
the merchandise return and reward authorization service 100 in an
encrypted form, for example using PGP (Pretty Good Privacy) or
other suitable encryption technology.
[0067] The functions and/or components of the merchandise return
and reward authorization service 100 described with reference to
FIG. 2 may be implemented, in some embodiments, as a plurality of
servers operating as a server farm under the management of any of a
variety of clustering technologies. Such an arrangement typically
allows for relatively seamless replacement of components as well as
upgrades and additions to the system as transaction volume
increases.
[0068] Furthermore, the functions and/or various modules of the
merchandise return and reward authorization service 100 may be
implemented in various embodiments using personal computers (PCs),
workstations, other processors, program logic, or other substrate
configurations representing data and instructions, which operate as
described herein. In various embodiments, the processors may
comprise controller circuitry, processor circuitry, processors,
general purpose single-chip or multi-chip microprocessors, digital
signal processors, embedded microprocessors, microcontrollers and
the like.
[0069] FIG. 3 depicts one embodiment of a dedicated point of return
(POR) device 300 for use in association with requested merchandise
returns. The POR device 300 in FIG. 3 is configured to use a
telephone dial-up connection or network cable connection to
communicate with a reward authorization service such as the
merchandise return and reward authorization service 100 described
with reference to FIGS. 12 and 3. In other embodiments, one or more
other wired or wireless communications systems are used for
communicating. In some embodiments, some or all of the functions
provided by the reward qualifier 153 may be provided by components
that are internal to the POR device 300.
[0070] As depicted in FIG. 3, the POR device 300 includes a display
screen 310 for communicating visually with a clerk or other person
handling the requested return transaction. Examples of
communications that may be presented on the display screen 310 are
described with reference to FIG. 4 to follow. In other embodiments,
the POR device 300 may include audio speakers, video display, or
any of a wide variety of other communications technologies for
communicating information to the clerk.
[0071] The POR device 300 also includes a keyboard 315 with a
plurality of buttons that allow the clerk to input information to
the POR device 300. Additionally, other buttons and input systems
in other parts of the POR device 300 also allow the clerk to input
information to the POR device 300. In other embodiments, any of a
wide variety of other input systems, such as voice recognition
systems, keyboards, touch screen systems, camera or video systems,
biometric systems, and the like, may be used additionally or
alternatively for allowing the clerk to input information into the
POR device 300. Furthermore, other forms of electronic reading
devices, including, but not limited to, 1-dimensional,
2-dimensional, or 3-dimensional barcode scanners, magnetic stripe
readers, readers for other electronically-readable codes, RFID
readers, any of a wide variety of biometric data input devices, and
the like, may be used to input data to the POR device 300. For
example, the POR device 300 depicted in FIG. 3 includes a built-in
magnetic stripe reader 320 for scanning identification cards,
credit cards, and the like that include a magnetic stripe, and a
peripheral 2-dimensional bar code scanner 325 for reading cards
provided with a 2-dimensional barcode. Other peripherals for
inputting data about a wide variety of other identification and
informational sources may also be used.
[0072] Various types of data about the requested return merchandise
may be collected for a return transaction, including, for example,
amount, type, and value of items being presented for return. In
some embodiments, product identifiers, such as a Stock Keeping Unit
code (SKU), Universal Product Code (UPC), Radio Frequency
Identifier (RFID), and the like, may be used to identify the
merchandise and may be further used to access stored information
about the merchandise. Other data about the current return
transaction, and about one or more original purchase transactions
associated with the merchandise to be returned, such as receipt
identifier, date and time, and store number and location,
transaction identifier, cashier identifier, register number, and
the like may also be collected by the POR device 300.
[0073] As shown in FIG. 3, the POR device 300 may be configured to
produce a paper receipt 330 or other record of the merchandise
return transaction for the customer 110 and/or for the clerk on
behalf of the merchant 120. In other embodiments, a record of the
transaction may be provided to the customer 110 using email or
other electronic communications technology. Where the customer 110
is requested to sign a record of the return transaction, the POR
device 300 may include a system for electronically capturing the
signature or other form of customer acknowledgement. In some
embodiments, a coupon that is provided to the customer 110 at the
point of return 125 is printed, or otherwise displayed, on the
receipt 330. In other embodiments, the POR device 300 prints a
coupon that is not associated with a receipt. Furthermore, in some
embodiments, a coupon is provided to the customer by electronically
crediting a loyalty account, credit card account, or other digital
account associated with the customer as an alternative or an
addition to issuing the customer a physical coupon. In some
embodiments, the POR device 300 communicates with a peripheral
printer or other external device for providing the coupon to the
customer.
[0074] As described above, the functions of the POR device 300 may
additionally or alternatively be provided by other types of
electronic devices, such as a suitably programmed and configured
point of sale (POS) terminal, cash register terminal, or other
device that may process merchandise returns as well as other types
of transactions and that may use technologies such as biometrics,
bar-code readers, any of a variety of printing or other
coupon-generation technologies, and the like.
[0075] FIG. 4 depicts a series of sample user interface screenshots
410-419 for one embodiment of a process for collecting data at a
point of return 125. The screenshots 410-419 depicted in FIG. 4
exemplify screenshots that may be presented on a display screen 310
of a POR device 300 such as the one depicted in FIG. 3.
[0076] The screen shots 410-419 represent prompts to the clerk to
input information associated with the requested merchandise return
so that a coupon determination may be made for a requested return.
In the sample screenshots shown in FIG. 4, the first four
screenshots 410-413 represent prompts for information about the
customer 110 requesting to make the return. Screenshot 414
represents a prompt for the clerk to enter identifying information
about him/herself. Screenshots 415-418 represent prompts for the
clerk to input information about the requested merchandise return
transaction, if any, and Screenshot 419 represents a prompt for the
clerk to verify, and, if need be, edit, the information previously
input to the POR device 300 before the information is sent to the
reward authorization service 100 with a request for a coupon
decision. Screenshot 420, which may optionally be included in some
embodiments, prompts the clerk to offer the customer an opportunity
to "opt in" to a reward program, as will be described in greater
detail below.
[0077] Describing the screenshots more specifically, in Screenshot
410, the clerk is prompted to indicate which kind (if any) of
identification verification the customer 110 is providing. In
Screenshot 411, assuming that the clerk indicates that the customer
110 is presenting a driver's license or other state identification
card, the clerk is now prompted to input the driver's license
number or state identification card number. As was discussed above,
this information may be keyed in, read electronically from a
magnetic stripe, barcode, or other smart card reader, or input
using any of a wide variety of other input technologies.
[0078] Furthermore, in various embodiments, if desired, the POR
device 126 may be configured to alternatively or additionally
accept input about other types of identification, such as other
types of U.S. government-issued identification numbers, or Canadian
or Mexican identification numbers. Examples of identification that
may be used, alone or in combination with one another, include, but
are not limited to numbers, identifiers or other data associated
with: student identification, military identification, passport,
voter registration card, Immigration and Naturalization Service
documents (such as a green card or laser visa), consular
identifications (matricula consular and others), loyalty card, gift
card, coupon, merchandise credit slip, receipt authorization code,
checking account, receipt date or other combination of receipt data
identifiers, name, address (current and/or past), data of birth,
phone number, SSN, credit card, debit card, biometrics (photo,
face, fingerprint, voice, DNA, retinal), employer identification
number, digital image of the customer obtained from license,
customer birth date and/or age, driver's license expiration date,
security system number, and many other types of accounts and
identifiers.
[0079] In Screenshot 412, the clerk is prompted to input the
customer's zip code, which may be used, for example, to assist in
verifying correct identification of the customer 110, as well as to
provide information about the distance from merchant establishment
to the customer's home, which may be used in some embodiments of
the coupon determination. In Screenshot 413, the clerk is prompted
to input the expiration date of the customer's driver's license or
state identification card. In Screenshot 414, the clerk is prompted
to enter a login ID or other employee identification number. In
Screenshot 415, the clerk is prompted to enter the total dollar
return amount requested by the customer 110. In Screenshot 416, the
clerk is prompted to enter the total number of items being
presented for return by the customer 110. In Screenshot 417, the
clerk is prompted to enter whether the customer 110 has a receipt
for the items being returned.
[0080] In Screenshot 418, the clerk is prompted to enter the type
of return being requested by the customer 110. For example, the
customer may be requesting to return the merchandise for a cash
exchange (or credit to an account on which it was originally
charged), for an even exchange with merchandise priced exactly the
same, or for a merchandise exchange when a new merchandise purchase
is presented to the clerk as part of the return transaction and for
which a dollar balance is due to either the customer or to the
store. In other embodiments, the customer may request and/or be
offered an opportunity to exchange all or a portion of the
merchandise for a gift card, store check, store credit, debit card,
credit card, or other suitable tender or medium of exchange, and
the POR device 126 may be configured appropriately to capture that
information.
[0081] In Screenshot 419, the clerk is presented with a summary of
the inputted transaction information. The return transaction is
assigned an identification number, and the clerk is prompted to
verify that the exchange dollar amount and number of items have
been correctly entered. The clerk is also prompted to verify
whether a purchase receipt has been provided with the return
request. The clerk provides an input indicating either that the
information is correct or that the information needs to be
edited.
[0082] In some embodiments, in Screenshot 420, the clerk is
prompted to inquire if the customer would like to be considered for
receiving a coupon. In some embodiments, a determination of whether
to offer a coupon to a customer is only carried out if the customer
has expressed an interest in receiving a coupon. Furthermore, in
some embodiments, customer return data is only used for determining
whether to offer a coupon, and, if so, which coupon to offer, if
the customer has expressed an interest in receiving a coupon, which
may be considered to be "opting-in" to a merchant reward program.
In other embodiments, customers may be assumed to be interested in
being offered a coupon and, thus, no "opting-in" question is asked
of the customer.
[0083] In some embodiments, customers who have "opted-in" may have
an opportunity to express preferences with regard to coupons. For
example, the clerk may ask the customer coupon-related questions,
or may offer the customer a preference form to fill out, or use a
touch screen to indicate preferences, or the customer may be
emailed or mailed or reached by telephone to provide coupon
preference information that the merchant may use in making this
and/or future coupon-related determinations.
[0084] In some embodiments, the "opting-in" prompt of Screenshot
420 is presented before the summarizing Screenshot 419, which is
amended slightly to include a reference to the customer's "opt-in"
decision, so that the clerk may verify and, if need be edit, the
opt-in decision in addition to the other return-transaction related
information input into the POR device 300.
[0085] The screenshots of FIG. 4 have been provided as an example
of a POR device 126 user interface interaction for inputting
information about a requested merchandise return. As will be
familiar to one of skill in the art, a wide array of variations may
exist in the exact methods used to obtain information about the
requested return at the point of return 125. In some embodiments
that are configured to offer instant discounts, pre-return coupons,
or other incentives for the customer not to make the return
transaction, the screenshot prompts may direct the clerk to offer
one or more incentives to the customer and to input information
about the customer's acceptance of the incentive. In some
embodiments, information about the requested return, the incentive
offer, and the customer's response to the offer may be transmitted
to the merchandise return and reward authorization service 100 for
storage for future reference.
[0086] Thus, in various embodiments, the content and order of
screenshot prompts may be different than those depicted in FIG. 4,
and, in fact, the clerk may be expected to input the relevant data
in response to an interactive voice response (IVR) system or
without the use of prompts at all. In some embodiments, the POR
device 126 may be configured to allow for the collection of some or
all of the following additional information: retailer
identification, consumer name and address, current price of the
returned items, identifier (such as SKU number, UPC, or other type
of identifier) of the returned items, product condition, customer's
stated reason for making the return, purchase date, time, tender
type, and original salesperson, original sales transaction
identifier, as well as other types of information, such as the
customer's stated preferences regarding coupon offers.
[0087] Furthermore, the POR device 126 may preferably be configured
to automatically transmit some additional information to the reward
authorization service 100 with the request for coupon decision. For
example, an identifier associated with the POR device 126 may be
transmitted to the reward authorization service 100 and may be used
to identify the merchant 120, the store branch or other location at
which the point of return device 126 is located, as well as the
date and local time of the requested return transaction, and the
like.
[0088] As will be described with reference to FIG. 6, in various
embodiments, the determination whether to provide a coupon to the
customer at the point of return 125, or otherwise in association
with a requested return transaction, may depend on a wide variety
of factors, some of which may involve the input of data at the
point of return 125. Accordingly, the series of prompts that are
displayed to the clerk may be adjusted to prompt for data
appropriate to the given embodiment.
[0089] FIGS. 5A-5C depict embodiments of coupons 515, 525, 530,
535, 540, 545 that may be issued at a point of return 125. Coupons
515 and 525 depicted in FIG. 5A are embodiments of coupons that may
be printed in association with a requested return transaction by a
dedicated POR device 300, such as the one depicted in FIG. 3, or by
another type of device capable of printing. As depicted in FIG. 5A,
the coupons 515, 525 include an indication of an offered discount,
a name of the store at which the coupon 515 is valid, and a date or
time frame for which the coupon 515 is valid, which in some
preferred embodiments, is the date on which the return transaction
is requested. Coupon 525 expresses the discount in terms of a
dollar amount discount, while coupon 515 expresses the discount as
a percentage off a purchase price. In some embodiments, the coupon
515 may specify whether the percentage discount applies to a single
purchased item, to a single set of items purchased together, or to
some or all of the customer's remaining purchases at the store on
the date or time frame listed on the coupon 515. The coupons 515,
525 may also include a scannable bar code or other identifier that
allow the merchant 120 and/or the merchandise return and reward
authorization service 100 to track redemption and use of the
coupons 515, 525. For example, in some embodiments, a scannable bar
code or other identifier may allow the merchant to track whether
the coupon is being redeemed by the customer to whom it was issued,
or by another customer. The coupons 515, 525 may also include text
stating that they are not valid with other offers, other coupons,
other promotions, and the like.
[0090] In other embodiments, the coupons 515, 525, may have no
printed date and/or no printed discount amount and/or other missing
data, and may instead leave room for the clerk to manually enter a
date of validity, a discount amount, and/or other missing data. In
such embodiments, a plurality of the coupons may be pre-printed and
available at the point of return 125 for use in conjunction with a
plurality of return transactions. Furthermore, in such embodiments,
the POR device 126 may receive information from the return
authorization service and/or coupon issuing service 100 instructing
the clerk regarding how to fill in the data missing from the
coupon. In some embodiments, the clerk may be authorized to set the
terms of the coupon issued by the automated system or to override
and reset some or all of the coupon terms. In various embodiments,
the coupon may be provided with a scratch-off portion, either
pre-printed or printed for the customer, that allows the customer
to scratch off a coating to reveal a coupon value or the like.
[0091] In FIG. 5B, coupon 530 and coupon 535 depict embodiments of
coupons that include additional features that may be incorporated
in conjunction with the systems and methods disclosed herein. For
example, both coupons 530, 535 include, at the top of the coupons,
a time and a date of coupon issuance. Furthermore, both coupons
530, 535 include, at the bottom of the coupons, a time and a date
of coupon expiration. Coupons 530 and 535 illustrate the use of a
coupon with a very limited duration of validity, which in this case
is one hour in length, in order to encourage the customer to use
the coupon before leaving the merchant's store. In some
embodiments, the expiration time and/or date may be variable, and
may be dependent on other terms of the coupon. Coupon 530 further
includes text that acknowledges, directly or indirectly, that a
return transaction has taken place, or has at least been requested.
Coupon 535 is personalized to include the customer's name. Coupon
535 also includes a choice of discount offers, from which the
customer may select as desired. In some embodiments, the coupon may
additionally or alternatively include the customer's birth date,
address, email address, and/or telephone number. As was the case
with the coupons of FIG. 5A, the coupons 530, 535 depicted in FIG.
5B include a bar code that allows information about redemption of
the coupon to be captured at a point of sale and tracked.
[0092] FIG. 5C depicts two additional embodiments of coupons 540,
545 that may be issued at a point of return 125 in conjunction with
a return authorization. In coupons 540 and 545, an indication is
included stating that the customer's requested return has been
accepted, along with a transaction identification number and return
transaction identifier and a return transaction dollar total
amount. An identifier of the merchant location at which the return
has been requested is also included. Furthermore, in the sample
coupons 540, 545 depicted in FIG. 5C, the time frame for the coupon
is explicitly described in words as lasting for "one hour," which
may draw the attention of some customers to duration of coupon
validity more than would a time frame defined by an ending time
alone.
[0093] In various other embodiments, other types of coupons, with
different features, as well as with some, all, or none of the
above-described features, may be provided to customers. For
example, in some embodiments, a discount may be offered at an
affiliated or non-affiliated store as an alternative or in addition
to offering the discount at the merchant's establishment 120. For
example, a clothing retailer at a mall may issue a coupon for a
restaurant at the same mall. Furthermore, in some embodiments, a
coupon may be issued that is valid for a future date, rather than
for immediate use, such as a coupon for use at a special sale
event, a "Best Customers" day, a "Members Only" sale date or other
occasion in which the merchant wishes to encourage the customer to
participate.
[0094] In some embodiments, the discount amount may vary depending
on a date and/or time of redemption and/or a location of
redemption. For example, the coupon may offer a 35% discount if
used within thirty minutes or a 20% discount if used within one
hour, and 15% if used within the same week. Similarly, the coupon
may offer a 25% discount at the merchant's store 120 and a 35%
discount if used at another designated store before the time/date
of expiration. In some embodiments, a coupon might be issued, or
its terms changed, based at least in part on the date and
personalized information about the customer. For example, if the
date of the requested return transaction coincides or is close to
the customer's birthday, anniversary, or other personal day of
significance, terms of the coupon may be adjusted accordingly.
[0095] In various embodiments, any of a wide variety of security
features may be implemented with respect to the coupons in order to
discourage fraudulent behavior, such as unauthorized copying or
altering of coupons. For example, the use of checksums, invisible
signatures or codes, unique paper signatures, such as those created
using radio emitters or other technologies, as well as print-based
methods, such as the use of random color, or invisible ink that can
only be seen when swiped with a special pen, may be employed to
reduce the risk of coupon-related fraudulent behavior.
[0096] Furthermore, in various embodiments, the coupons may present
any of a variety of special effects for the customers. For example,
coupons printed on specially prepared thermal paper may use ink
that is invisible until it is heated as it goes through a printer
and that may be used to provide a colored border or other graphic
design on the coupon. In some embodiments, coupons may be printed
on thermal paper that has a perfume or other fragrant material
whose scent is released when the paper is heated during
printing.
[0097] The embodiments of coupons 515, 525, 530, 535, 540, 545
depicted in FIGS. 5A-5C may be printed for presentation to the
customer. Other embodiments of coupons may additionally or
alternatively be emailed to the customer, may be electronically
added to a loyalty card, smart card, store card, debit card, stored
value card, RFID-enabled device, transponder, or other medium for
data storage or may be "credited" to the customer's store credit or
other account.
[0098] FIG. 6 depicts a set of factors 601-620 that influence one
embodiment of a process for determining whether to issue a coupon
at a point of return 125 and, if so, what terms to include on the
coupon. In other embodiments, a different set of factors, including
some, all, or none of the factors depicted in FIG. 6, may influence
the reward-related determination 650. Furthermore, some or all of
the factors may influence a determination as to whether to
authorize the requested merchandise return transaction.
[0099] Broadly speaking, the factors may include information about
the current return, information about the customer's
identification, information about the customer's past purchase
and/or return history, as well as general information about the
store and other related data. Some of the factors may be used to
assess a measure of likelihood that the current requested return
represents fraudulent and/or abusive behavior on the part of the
customer with respect to merchandise returns, coupons, or a
combination of the two. Some factors may be used more directly to
determine whether to offer a coupon and, if so, to determine terms
to be included on an offered coupon.
[0100] For example, factors 601-607 associated with the current
return transaction may include information about an identifier 601
for the clerk handling the return, and in some embodiments an
identifier for the clerk(s) who handled the associated purchase
transaction, a dollar amount associated with the requested return
602, the items in the current return 603, a receipt for the items
being returned 604, the age of the receipt 605, the type of return
606 requested by the customer, and the type of merchandise being
returned relative to the merchant type 607. Other factors
associated with the current return transaction may include, but not
be limited to, a location and/or identifier for the merchant, the
day, date and/or time of the requested return, an amount of time
lapsed since purchase of the items being returned, and information
about other customers in the merchant location 120 during the time
of the requested return transaction.
[0101] The dollar amount associated with the return 602 may include
a net return dollar amount, for example, the dollar amount of the
requested return without tax, or the net amount of the return with
any discounts taken into consideration. The dollar amount 602 may
additionally or alternatively include a net transaction amount that
takes into consideration the amount of the return amount and the
amount of any purchases and/or exchanges being made by the customer
at the same time.
[0102] Information about items presented for return 603 may include
information about one or more item identifiers (bar code, UPC, SKU,
RFID, and the like), information about individual item prices and
merchandise types, as well as a total number of items being
returned. In some embodiments, for example, when a given type of
item is returned, a recommendation to provide a coupon for a
similar type off item may be sent to the clerk at the point of
return 125.
[0103] Information about one or more purchase receipts 604 for the
items being presented for return 604 may include, for example, date
of the receipt, one or more data items that serve to identify the
receipt, and whether a receipt is presented by the customer for
each returned item.
[0104] Factors associated with the customer's identification may
include a matching of the identification and/or biometric
information 616 offered by the customer at the point of return 125
with stored identification and/or biometric information about the
customer 110. For example, information about fingerprint, retina,
voice and/or facial or other metrics may be used. Additionally,
information about the customer's current and, possibly, past home
addresses may be used to calculate the geographical distance 615
from the customer's home to the store. The customer's home address
may also be compared to stored information about the clerk's home
address in order to rule out a possibly fraudulent and usually
forbidden processing of the return transaction by clerk who shares
a home address with the customer 110. Additional information about
the customer, such as, for example, birth date, state of residence,
state of identification card, identification number, loyalty card
number, gift card number, checking account number, coupon number,
merchandise credit slip number, phone number(s), credit card
number, check number, debit card number, receipt authorization
code, license expiration date, and any information available on a
driver's license or other presented form of identification may also
be used in as factors.
[0105] In some embodiments, identification of the customer allows
for determining whether the customer is included on a "positive
list" of customers whose returns may be automatically accepted or
authorized more easily, or a "negative list" of customers whose
returns may be automatically rejected or scrutinized more
carefully, or another subset of customers whose merchandise returns
may be processed in a special manner. Furthermore, one or more
coupon-related "positive" and/or "negative" lists may be used in
making a reward-related determination 650.
[0106] Furthermore, other available types of information about the
customer, such as credit information, check information address
history, and possible shoplifting record or other criminal record
information may also be useful as a factor.
[0107] A wide variety of factors regarding the customer's history
of purchase and/or return transactions may influence the
reward-related determination 650. For example, two factors are the
number of returns 613 and the dollar amount of the returns 612, as
well as the dollar amounts and identifiers of the individual
merchandise items, that the customer has requested within one or
more recent periods of interest, including, in some embodiments,
the occurrence of any denied return transactions. Dates, times, and
locations of previous requested returns may be a factor, as well as
previous return authorization scores or other assessments
determined for the customer and past returns for the same items as
the current return. Another factor is the number of unreceipted
returns 611 that the customer has requested within one or more
recent periods of interest. The identifiers for the clerks handling
previous returns 610, their coupon-related decisions (such as
coupon overrides, changes to terms, and the like) and the
geographic distances from the locations of other recent returns
614, as well as the number of returns within a pre-determined
geographic area, may be used as factors in the determination
whether to issue a coupon and/or determine terms of the coupon.
[0108] In addition, in some embodiments, information about the
customer's purchase history 609 with the merchant, including, for
example, dollar amounts, numbers of items, price and identifiers of
individual items, and number of recent purchases, payment types and
payment history, previous coupons received, previous coupons used,
previous authorization scores, and profitability 620 of the
individual customer may influence the determination 650. Additional
factors of interest associated with the customer's past
transactions may include information about discounts and/or credit
associated with previous purchases and/or overrides associated with
past returns, as well as past payment information. Furthermore,
additional personal information 620 about the customer, including,
for example's product preferences, birth date and/or other
significant personal dates, information about the redemption of
previously issued coupons, and/or about returns of merchandise
purchased with coupons may be factors in the determination 650. In
some embodiments, information about the customer from the
retailer's loyalty program may be used.
[0109] In addition to the above-described factors, other factors
may influence a reward-related determination 650, as suits the
preferences of the merchant 120. As one example, the merchant 120
may desire to have seasonal considerations 608 influence the
authorization determination 650, for example, providing more
coupons and/or coupons with more generous terms during the holiday
shopping season, or alternatively, allowing more returns while
providing fewer coupons. Seasonal considerations 608 may also
affect subsequent determinations 650, such as in embodiments in
which returns made during a holiday period are considered more
likely to be returns of gifts and therefore more indicative of a
customer's first time in the store. One or more appropriate coupons
may be generated based at least in part on this assumption.
[0110] Other types of information available from external sources
618, either publicly available free information and/or purchased
information may serve as factors. For example, sales tax
information, postal box information, census data, householding
data, identification theft data, Department of Commerce data,
credit data, bank data, check data, crime data, loan delinquency
data, and the like may be received from sources external to the
merchandise return and reward authorization service 100 and used to
make a determination 650. Some or all such data 618 may be stored
for later use and/or may be accessed from one or more external
sources on an as-needed basis.
[0111] Data collected and/or maintained by the merchant 619 may
include a wide variety of information. For example, information may
be accessed from the merchant's and other merchants' inventory
management, catalogs, and merchandise sales tracking systems.
Information about the merchant's inventory, merchandise mix, mix of
sales by SKU identifier, mix of inventory by SKU identifier, store
sales performance, store profitability, average sale amount for the
store, average return amount for the store, current coupon
promotions, current sales promotions, store location, and local
demographics may be used in a rewards qualifier determination 650.
In addition information from customer loyalty, discount, incentive,
rewards and/or reward programs, including web-based coupons,
web-based marketing information, web-based consumer
activity-tracking information, and the like may be used in making a
reward-related determination 640. In some embodiments, the merchant
may store coupon preference information for customers, especially
when customers may register to be included in a reward program and
may indicate their preferences.
[0112] Furthermore, data that has been collected by other merchants
617, including data collected in association with purchase and/or
return transactions and authorizations, as well as return-related
reward programs or other coupon-related activity, including instant
discounts accepted, returns of merchandise purchased with coupons,
and the like, may be shared with the merchant 120 and used as
factors in the determination 650.
[0113] As stated above, some or all of the factors 601-620 in FIG.
6 may influence one embodiment of a process for determining whether
to issue a coupon, and what type of coupon to issue, at a point of
return 125. In other embodiments, a different set of factors,
including some, all, or none of the factors depicted in FIG. 6, may
influence the determination 650. Broadly speaking, the factors may
include information about the current return, information about the
customer's identification, information about the customer's past
purchase and/or return history, as well as general information
about the store and other related data.
[0114] With respect to the process for determining when to
authorize a return and the process for determining whether to
provide a coupon to the customer, any one of the factors described
herein with reference to FIG. 6 or in any other portion of this
disclosure may be used by the decision engine 135 and/or reward
qualifier 153 as a single or separate factor, or may be used in
combination with any subset of the factors 601-620 to make a
determination 650. For example, in some embodiments, customer
identification information 616 may be used in conjunction with any
one or more of the following types of information to make a
determination: original receipt date, dollar amount of the return
without tax, net return transaction amount, number of items being
returned, SKU identifier(s) for returned item(s), RFID
identifier(s) for returned item(s), and receipt identifier or
combination of uniquely identifying data items for the receipt. In
other embodiments, other single factors or combinations of factors
may be used to make the determination 650.
[0115] Thus, the processes for determining when to authorize a
return, whether to provide a coupon, and what coupon terms to offer
may be highly customized to the business preferences of the
merchant 120, if desired, and may be tailored to include factors
deemed relevant and practical for the merchant's business.
[0116] FIG. 7 is a flowchart that illustrates one embodiment of a
process 700 for collecting data at a point of return 125 in
connection with an automated and selective offering of a coupon to
a customer at a point of return 125. Specifics about types of data
collected may depend, at least in part, on whether the coupon
system is implemented in conjunction with a return authorization
system, as well as on a level of analysis performed by the
coupon-related data collection process 700. Thus, the embodiment
depicted in FIG. 7 is provided as an illustration and not to limit
the scope of the coupon-related data collection process 700.
[0117] The process 700 begins in Block 710 with the receipt of a
request to accept a merchandise return. Moving on to Block 720, in
one embodiment, a clerk at the point of return 125 inputs data
associated with the point of return 125. For example, the clerk may
be prompted, or may input without being prompted, an employee
identifier that allows himself or herself to be identified as
handling the requested return. In other embodiments, the clerk may
also input a POR device 126 terminal number, and store location for
use in the return authorization determination. Information about
the POR device 126 terminal number and/or store location may
additionally or alternatively be provided automatically by the POR
device 126 and/or may be accessed from stored information
associated with the POR device 126.
[0118] In Block 730, the clerk inputs data associated with the
requested merchandise return transaction. The inputted information
may include, but is not limited to, any of the following types of
information: date and/or time of the requested return transaction;
quantity, identifiers, prices, and/or types of the merchandise
items being presented for return; presence or absence of receipt(s)
for the merchandise being presented for return; and a type of
return being requested (for example, exchange for merchandise,
exchange for cash or other form of tender, partial exchange,
etc.)
[0119] In Block 740, the clerk inputs data associated with the
customer. For example, any of a wide variety of types of
identification information about the customer may be inputted. In
addition, information about the customer's interest in receiving a
coupon (opting-in) and/or the customer's coupon preferences may be
inputted.
[0120] As will be familiar to one of skill in the art, the
above-mentioned types of information may be inputted using a wide
variety of data-input method technologies associated with the POR
device 126 and/or any of a variety of peripheral or associated
devices. For example, the data may be input using one or more of: a
keyboard, touch screen, stylus, microphone, camera, magnetic stripe
scanner, bar code scanner, other electronic reader, biometric input
device, or other appropriately configured devices.
[0121] In Block 750, the coupon determination associated with the
requested merchandise return transaction is processed, either
together with an authorization determination for the requested
return transaction, or not. In some embodiments, an indication of a
determination whether to offer a coupon and which coupon terms to
offer is provided to a clerk handling the return transaction. In
some embodiments, a manager or other authorized merchant
representative may override the determination for any of a variety
of authorized reasons and may, for example, provide a coupon to a
customer to whom the determination recommends not providing a
coupon and/or altering to some extent the received terms of the
coupon.
[0122] As will be familiar to one of skill in the art, other
embodiments of the process 700 described in FIG. 7 may be carried
out by executing the functions described in FIG. 7 in a different
order, by dividing the functions in another manner, and/or by
including some or all of the functions described above in
conjunction with other associated functions.
[0123] FIG. 8 is a flowchart that illustrates one embodiment of a
process 801 for providing a coupon to a customer 110 at a point of
return device 126.
[0124] In Block 810, the process 801 begins when the point of
return (POR) device 126 receives a request for a merchandise return
transaction.
[0125] In Block 820, data used for processing the requested
merchandise return transactions is entered into the POR device 126,
which may be a dedicated device or may be a device that is used for
other purposes, as well, such as a point of sale terminal.
[0126] In Block 830, the POR device 126 transmits the entered data
to the reward authorization service 100 for use in processing of
the coupon determination. In some embodiments, other store-related
data 128 available to the reward authorization service 100 that may
have been received through other channels may also be used.
[0127] In Block 841, the POR device 126 receives an indication of
an appropriate reward, if one has been identified for the
merchandise return transaction.
[0128] In Block 851, the POR device 126 prints, or otherwise
presents to the customer 110, the selected coupon or other reward.
In some embodiments, where a point of sale terminal is being used
as the POR device 126, the point of sale terminal may print the
coupon or other reward. In other embodiments, in addition to or as
an alternative to a coupon presented by the POR device 126, a
coupon may be presented to the customer in any of a wide variety of
other methods, including, but not limited to, printing, displaying,
providing a verbal explanation, including in a store value card,
electronically crediting the customer's account and the like.
Furthermore, as will be familiar to one of skill in the art, other
embodiments of the process 801 described in FIG. 8 may be carried
out by executing the functions described in FIG. 8 in a different
order, by dividing the functions in another manner, and/or by
including some or all of the functions described above in
conjunction with other associated functions.
[0129] FIGS. 9A and 9B are flowcharts that illustrate two
embodiments of a process 900 for determining whether to provide a
coupon to a customer 110 at a point of return 125, and, if so,
which coupon to offer. The embodiment of the process 900 as
described with respect to FIG. 9A makes the coupon-related
determinations in association with a return authorization
determination. The embodiment of the process 900 as described with
respect to FIG. 9B makes the coupon-related determinations without
being associated with a return authorization determination. In both
FIGS. 9A and 9B, the process 900 is described as including an
opportunity for the customer to "opt-in" to receive a coupon.
However, as has been described above, in various embodiments, an
"opting-in" aspect of the coupon-related system may be optional;
other embodiments of the process 900 may be implemented without
inclusion of an "opting-in" step on the part of the customer.
[0130] Describing now the embodiment of the process 900 as depicted
in FIG. 9A, in Block 910, the merchandise return and reward
authorization service 100 receives data associated with a requested
merchandise return.
[0131] In Block 920, the merchandise return and reward
authorization service 100 determines whether to recommend accepting
the requested merchandise return. In particular, the merchandise
return and reward authorization service 100 assesses the risk of
authorizing the requested return transaction based, at least in
part, on the received data, as well as on stored data that may
include information about merchant return policies 150, information
associated with the customer's past purchase and/or return
transactions, information about the clerk, and any of a wide
variety of other types of information. Thus, the return transaction
determination may indicate that the requested return should be
accepted or denied. The process 900 then passes to Block 925.
[0132] In Block 925, the process 900 determines whether the
customer has been asked to opt-in to receive a coupon. If the
customer has not been asked to opt-in, such as, for example, when
opting-in to a reward program is not available or is not always
implemented, the process 900 moves on to Block 940, and proceed as
will be described below with reference to Block 940.
[0133] If, in Block 925, the process 900 determines that the
customer has been about opting-in to a reward program, the process
900 moves on to Block 930.
[0134] In Block 930, the process 900 determines whether the
customer has opted-in and is interested in receiving a coupon.
[0135] If, in Block 930, the process 900 determines that the
customer is not interested in opting-in to receive a coupon, the
process 900 passes to Block 970, where the merchandise return and
reward authorization service 100 sends an indication of the return
transaction determination, whether it is a rejection or an
acceptance, to the POR device 126, and the process 900 ends.
[0136] If, instead, in Block 930, the process 900 determines that
the customer does wish to receive a coupon, the process 900 passes
to Block 940, where the merchandise return and reward authorization
service 100, in conjunction with the reward qualifier 153,
determines whether to issue a coupon, and if so, which coupon. For
example, the process might determine, based on customer product
preference information, that a small percentage discount for a
general type of product that the customer has frequently purchased
in the past may be sufficient incentive for the customer to make
another purchase of that product type. As another example, the
process might determine that the customer frequently returns
apparel and that a coupon for the housewares department might more
likely result in a sale of merchandise that is not later returned.
As a further example, the process might determine that a currently
ongoing promotional sale for swimwear is not generating the sales
expected and that providing in-store customers with an additional
discount for swimwear might boost sales of swimwear. These examples
are provided to illustrate the fact that implementation of the
reward-related determinations 650 may be customized to a high
degree, if desired, to take customer preferences and/or merchant
preferences into consideration.
[0137] From Block 940, the process 900 passes to Block 950 where,
if the merchandise return and reward authorization service 100
determines to provide a coupon together with the merchandise return
transaction determination, process 900 passes to Block 960 and the
merchandise return and reward authorization service 100 sends to
the POR device 126 the merchandise transaction determination along
with a coupon for presenting to the customer 110, after which the
process 900 ends.
[0138] If, in Block 950, the merchandise return and reward
authorization service 100 determines not to provide a coupon
together with the merchandise return transaction determination, the
process 900 passes to Block 970 and the merchandise return and
reward authorization service 100 sends to the POR device 126 the
merchandise return transaction determination without a coupon. And
the process 900 ends.
[0139] Describing now the embodiment of the process 900 as depicted
in FIG. 9B, in which coupon determination is not associated with a
return authorization determination, in Block 910, the reward
authorization service 100 receives data associated with a requested
merchandise return and then passes to Block 925.
[0140] In Block 925, the process 900 determines whether the
customer has been asked to opt-in to receive a coupon. If the
customer has not been asked to opt-in, such as, for example, when
opting-in to a reward program is not available or is not always
implemented, the process 900 moves on to Block 940, and proceed as
will be described below with reference to Block 940.
[0141] If, in Block 925, the process 900 determines that the
customer has been about opting-in to a reward program, the process
900 moves on to Block 930.
[0142] The process passes to Block 930, where the process 900
determines whether the customer opted-in and is interested in
receiving a coupon.
[0143] If, in Block 930, the process 900 determines that the
customer is not interested in opting-in to receive a coupon, the
process 900 passes to Block 970, where the reward authorization
service 100 does not send a coupon to the POR device 126, and the
process 900 ends.
[0144] If, instead, in Block 930, the process 900 determines that
the customer does wish to receive a coupon, or has not been asked
to opt-in, the process 900 passes to Block 940, where the reward
authorization service 100, in conjunction with the reward qualifier
153, determines whether to issue a coupon, and if so, which coupon.
For example, the process might determine, based on customer product
preference information, that a small percentage discount for a
general type of product that the customer has frequently purchased
in the past may be sufficient incentive for the customer to make
another purchase of that product type. As another example, the
process might determine that the customer frequently returns
apparel and that a coupon for the house wares department might more
likely result in a sale of merchandise that is not later returned.
As a further example, the process might determine that a currently
ongoing promotional sale for swimwear is not generating the sales
expected and that providing in-store customers with an additional
discount for swimwear might boost sales of swimwear. These examples
are provided to illustrate the fact that implementation of the
coupon-related determinations 650 may be customized to a high
degree, if desired, to take customer preferences and/or merchant
preferences into consideration.
[0145] From Block 940, the process 900 passes to Block 950 where,
if the reward authorization service 100 determines to provide a
coupon, process 900 passes to Block 961 and the reward
authorization service 100 sends to the POR device 126 a coupon for
presenting to the customer 110, after which the process 900
ends.
[0146] If, in Block 950, the reward authorization service 100
determines not to provide a coupon, the process 900 passes to Block
971 and the reward authorization service 100 does not send a coupon
to the POR device 126.
[0147] As will be familiar to one of skill in the art, other
embodiments of the process 900 described in FIGS. 9A and 9B may be
carried out by executing the functions described in FIGS. 9A and 9B
in a different order, by dividing the functions in another manner,
and/or by including some or all of the functions described above in
conjunction with other associated functions. For example, in some
embodiments, the customer may be offered an opportunity to "opt-in"
to receive coupons on a first requested return transaction, but, if
the customer accepts, the customer may be assumed to continue to
desire coupons on subsequent requested return transactions and may
not be asked to "opt-in" again. Other variations with regard to
opting-in may also be included in the systems and methods described
herein. As another example, when authorization for a requested
return transaction is denied, the system may determine that
offering a coupon may serve as a "consolation prize" for the
customer, attempting to make amends and generate customer loyalty
for the store.
[0148] In other embodiments, the clerk, or the system, may issue a
coupon to a customer to encourage the customer to keep the
merchandise presented for return. This would bypass return
authorization, if it is present in the embodiment, and go directly
to coupon issuance. Also, a customer might be offered and instant
discount for not returning (i.e., a discount applied to the price
the customer already paid for the merchandise item.) In another
embodiment, a customer might be offered both an instant discount
and a coupon for another purchase if the customer decides not to
return.
[0149] In some embodiments, the customer may be presented with a
choice of terms of a coupon or other reward that may being offered.
In some embodiments, the choice is offered on a computer screen or
other digital display device, such as a touch screen device at a
coupon kiosk that allow the customer to select among options before
the reward is printed or otherwise presented to the customer.
[0150] In some embodiments, the clerk may be authorized to override
a decision not to issue a coupon and may force the system to issue
one. Furthermore, in some embodiments, the coupon may not be
presented to the customer at the point of return, but may instead
be mailed to the customer's home to encourage the customer to shop
at the store on another occasion or may be otherwise presented to
the customer.
[0151] While certain embodiments of the invention have been
described, these embodiments have been presented by way of example
only, and are not intended to limit the scope of the invention.
Indeed, the novel methods and systems described herein may be
embodied in a variety of other forms; furthermore, various
omissions, substitutions and changes in the form of the methods and
systems described herein may be made without departing from the
spirit of the invention. The accompanying claims and their
equivalents are intended to cover such forms or modifications as
would fall within the scope and spirit of the invention.
* * * * *