Note: Descriptions are shown in the official language in which they were submitted.
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RETURN REWARDS
Field of the Invention
[0001] The invention relates to offering rewards at a point of return.
Background of the Invention
[0002] 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sales are rescinded and returned merchandise may need to be re-sold at a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.
[0003] 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.
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Summary of the Invention
[0004] Systems and methods are described for providing rewards, such
as
coupons, instant discounts, or rebates, to customers requesting to return
merchandise
to a merchant. The reward may be offered as an incentive not to complete the
return
and/or to encourage another purchase. Such rewards, especially coupons that
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 or within a given
time
frame. 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. Terms of the reward may be
personalized for
the individual customer, for the return transaction, and/or for the current
conditions at
the store. The reward may be printed or otherwise provided by a return
transaction
device, such as with a receipt for the return transaction. Alternatively, the
reward may
be printed on another device and/or may be provided to the customer using a
wide
variety of other communications technologies.
[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
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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]
In one embodiment, there is provided a method of offering a reward to a
customer in association with a requested merchandise return transaction at a
merchant's point
of return device. The method involves receiving information about the
requested merchandise
return transaction including a merchandise return by a customer at a point of
return device in a
merchant's store. The merchandise return includes one or more items that the
customer desires
to return at the merchant's store. The method further involves receiving
customer
identification information at the point of return device. The method further
involves storing
customer return data in a computer-accessible database. The customer return
data includes
return history information about prior merchandise returns associated with the
return of one or
more items by customers to the merchant. The method further involves accessing
the
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information about the merchandise return by the customer and further accessing
the return
history information from the database based at least in part on the customer
identification
information. The method further involves performing a first analysis with one
or more
computer processors regarding a return authorization that determines whether
to authorize a
credit for the merchandise return based at least in part on the return history
information. The
method further involves communicating the return authorization associated with
the credit to
the point of return device in the merchant's store. The method further
involves using at least a
portion of the merchandise return transaction information to determine a
second analysis with
one or more computer processors regarding whether to offer the customer a
reward at the point
of return device. The second analysis to issue the reward is in addition to
the first analysis for
the return authorization such that the reward is in addition to the credit
given for the returned
items. The second analysis regarding whether to issue the reward is different
than the
determination of the return authorization. The second analysis regarding
whether to issue the
reward is based at least in part on the information about the merchandise
return and based at
least in part on the return history information, and based at least in part on
the return
authorization of the credit given for the merchandise return. The method
further involves
providing the reward to the customer in the merchant's store, based at least
in part on the
information about the merchandise return and based at least in part on the
return history, and
the return authorization of the credit given for the merchandise return. The
point of return
device outputs an indication of the reward. The reward incentivizes the
customer to make a
purchase with at least a portion of the credit before leaving the merchant's
store.
[0007] The reward may be a coupon.
[0008] The reward may be an instant discount.
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[0009]
The instant discount may be a rebate that may be based at least in part on a
purchase price of at least one item associated with the requested merchandise
return.
[0010]
Using the merchandise return transaction information may involve using
information about at least one item whose return is requested.
[0011] Using
the merchandise return transaction information may involve
accessing stored information about the customer's return history.
[0012]
Using the merchandise return transaction information may involve
accessing stored information about the customer's purchase history.
[0013]
Using the merchandise return transaction information may involve
accessing stored information about the customer's profitability to the
merchant.
[0014]
Using the merchandise return transaction information may involve
accessing information about a store at which the merchant's point of return
device is located.
[0015]
Accessing information about the store may involve accessing information
about at least one of the set consisting of inventory, merchandise mix, mix of
sales by Stock
Keeping Unit code (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.
[0016] The method may further involve determining terms of the
coupon.
[0017] The terms may 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
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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.
[0018]
Determining terms of the coupon may be based at least in part on the
customer's past return history.
[0019]
Determining terms may involve selecting a set of potential terms for
offering to the customer and allowing the customer to select from among the
set of terms.
[0020]
The point of return device may output the indication of the reward by
printing a coupon.
[0021] The
point of return device may output the indication of the reward by
displaying coupon information.
[0022]
In another embodiment, there is provided a computerized system for
processing merchandise returns to provide a coupon to a customer desiring to
return
merchandise at a point of return device in a merchant's store. The system
includes a processor
communicatively coupled to a merchant's point of return device, the processor
configured to
receive information about a merchandise return requested by a customer at the
merchant's
point of return device in the merchant's store. The merchandise return
includes one or more
items that the customer desires to return at the merchant's store. The
information about the
merchandise return includes information about at least one item being returned
by the
customer. The processor is configured to receive customer identification
information. The
system further includes a computer repository of data including return history
data that
includes information about return history of past returns made by the
customer. The system
further includes a decision engine implemented in a computer processor, the
decision engine
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configured to perform a first analysis regarding a return authorization that
determines whether
to authorize a credit for the merchandise return. The decision engine is
configured to receive
the information about the merchandise return by the customer and to access
return history data
based at least in part on the customer identification information. The
decision engine is further
configured to perform a second analysis to determine whether to issue a coupon
to the
customer in association with the merchandise returns for use before leaving
the merchant's
store, based, at least in part, on the information about the merchandise
return and based at least
in part on the return history data. The second analysis to offer the coupon is
in addition to the
first analysis for the return authorization such that the coupon is in
addition to the credit given
for the merchandise return and is different than the determination of the
return authorization.
The second analysis also determines whether to issue the coupon based at least
in part on the
authorization of the credit for the merchandise return. The point of return
device is configured
to output an indication of the coupon when the second analysis determines to
issue the coupon.
The coupon incentivizes the customer to make a purchase with at least a
portion of the credit
before leaving the merchant's store.
[0023]
The computer repository of data may include stored information about the
consumer's profitability to the merchant.
[0024]
The computer repository of data may include stored information about at
least one of the set consisting of the consumer's purchase history and the
consumer's return
history.
[0025]
The computer repository may further include merchant data about the
merchant. The determination may be based, at least in part, on data stored in
the computer
repository.
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[0026]
The computer repository of merchant data may include stored information
about at least one of the set consisting of inventory, merchandise mix, mix of
sales by Stock
Keeping Unit code (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.
[0027]
The point of return device may be configured to output the indication of the
reward by printing a coupon.
[0028]
The point of return device may be configured to output the indication of the
reward by displaying coupon information.
[0045]
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
[0046]
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.
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[0047] FIGURE 1 is a block diagram depicting one embodiment of a
merchandise
point of return system.
[0048] FIGURE 2 is a block diagram depicting a closer view of one
embodiment
of a return authorization service.
[0049] FIGURE 3 depicts one embodiment of a dedicated point of return
device.
[0050] FIGURE 4 depicts a series of user interface screenshots for
one
embodiment of a process for collecting data at a point of return.
[0051] FIGURES 5A-5C depict embodiments of coupons that may be
issued at a
point of return.
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[0052] FIGURE 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.
[0053] FIGURE 7 is a flowchart that illustrates one embodiment of a
process for
collecting data at a point of return.
[0054] FIGURE 8 is a flowchart that illustrates one embodiment of a
process for
providing a coupon to a customer at a point of return.
[0055] FIGURE 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.
[0056] FIGURE 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
[0057] 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.
[0058] FIGURE 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.
[0059] 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%
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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.
[0060] 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.
[0061] 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.
[0062] 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 FIGURE 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.
[0063] As
depicted in FIGURE 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
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determine what type of reward to offer. Such a service is referred to with
reference to the
embodiment depicted in FIGURE 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.
[0064] 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.
[0065] 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.
[0066] 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
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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.
[0067] 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.
[0068] 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
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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.
[0069]
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 FIGURE 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.
[0070]
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.
[0071]
As depicted in FIGURE 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.
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[0072]
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.
[0073]
In some embodiments, the merchandise return and reward authorization
service 100 may be implemented, as depicted in FIGURE 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.
[0074]
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
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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.
[0075] 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.
[0076] The embodiment of the merchandise return and reward
authorization
service 100 that is depicted in FIGURE 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
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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. ,
[0077] 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.
[0078] 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.
=
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[0079] 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.
[0080] 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.
[0081] 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 FIGURE 6 to follow. -
[0082] 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.
[0083] 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
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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.
[0084] 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.
[0085] 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.
[0086] 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 FIGURE 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
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coupon as well as to identify coupon terms that are expected to appeal to the
customer and
further the merchant's business goals.
[0087] 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.
[0088] In some embodiments, agreements may be implemented allowing
merchants to share their collected data for return authorization purposes.
[0089] 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.
[0090] 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,
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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 FIGURES 5A and 5B.
[0091] For ease of description, the merchandise return and reward
authorization
service 100 as depicted thus far in the disclosure and with reference to
FIGURE 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.
[0092] 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.
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[0093]
The merchandise return and reward authorization service 100 and included
modules 130, 135, 137, 140, 145, 150, 153, as depicted in FIGURE 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.
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 FIGURE 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.
[0094]
FIGURE 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 FIGURE 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 FIGURE 1, are combined
conceptually as
a single shared database 210. As described with reference to FIGURE 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.
[0095] 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
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limited to, DB2, Oracle, other SQL-based systems, or other database or file
storage
technology.
[0096] As depicted in FIGURE 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.
[0097] Administrators 270 may use an administrative interface 260 of
the return
authorization service to send and receive data to the data accessor 215.
[0098] 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.
[0099] 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.
[0100] An authorizer module 240, which may comprise, for example,
reward
qualifier 153 and/or the decision engine 135 that are described with reference
to FIGURE 1,
provides coupon determinations 251 and return authorization. As depicted in
the
embodiment shown in FIGURE 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
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process merchandise returns, issue coupons, and to communicate with the
merchandise return
and reward authorization service 100.
[0101] 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.
[0102] The functions and/or components of the merchandise return and
reward
authorization service 100 described with reference to FIGURE 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.
[0103] 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.
[0104] FIGURE 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 FIGURE 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
FIGURES 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.
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[0105] As depicted in FIGURE 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 FIGURE 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.
[0106] 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 FIGURE 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.
[0107] 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
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location, transaction identifier, cashier identifier, register number, and the
like may also be
collected by the POR device 300.
[0108] As shown in FIGURE 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.
[0109] 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.
[0110] FIGURE 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 FIGURE 4 exemplify screenshots that may be presented on a
display
screen 310 of a POR device 300 such as the one depicted in FIGURE 3.
[0111] 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 FIGURE
4, the first
four screenshots 410-413 represent prompts for information about the customer
110
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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.
[0112] 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.
[0113] 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.
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[0114] 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.
[0115] 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.
[0116] 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.
[0117] 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
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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.
[0118] 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.
[0119] 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.
[0120] The screenshots of FIGURE 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.
[0121] Thus, in various embodiments, the content and order of
screenshot
prompts may be different than those depicted in FIGURE 4, and, in fact, the
clerk may be
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expected to input the relevant data in response to an interactive voice
response (1VR) 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.
[0122] 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.
[0123] As will be described with reference to FIGURE 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.
[0124] FIGURES 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
FIGURE 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
FIGURE 3, or
by another type of device capable of printing. As depicted in FIGURE 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
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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.
[0125] 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 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.
[0126] In FIGURE 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
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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 FIGURE 5A, the coupons 530, 535 depicted in FIGURE 5B include a
bar
code that allows information about redemption of the coupon to be captured at
a point of sale
and tracked.
[0127] FIGURE 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 FIGURE 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.
[0128] 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.
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[0129] 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.
[0130] 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.
[0131] 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.
[0132] The embodiments of coupons 515, 525, 530, 535, 540, 545 depicted
in
FIGURES 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.
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[0133] FIGURE 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 FIGURE 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.
[0134] 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 infatination 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 deteanine whether to offer a coupon and,
if so, to
determine terms to be included on an offered coupon.
[0135] 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.
[0136] 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
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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.
[0137] Information about items presented for return 603 may include
information
about one or more item identifiers (bar code, UPC, SKU, RFlD, 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.
[0138] 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.
[0139] 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 cleric'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.
[0140] 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
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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.
[0141] 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.
[0142] 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.
[0143] 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 ov'errides associated with past returns, as well as past
payment information.
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Furthermore, additional personal infounation 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.
[0144] 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.
[0145] Other types of information available from external sources 618,
either
publicly available free information and/or purchased infoiniation may serve as
factors. For
example, sales tax information, postal box information, census data,
householding data,
identification theft data, Depaitment 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.
[0146] 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
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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.
, [0147] 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.
[0148] As stated above, some or all of the factors 601-620 in FIGURE 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 FIGURE 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.
[0149] 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 FIGURE 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
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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.
[0150] 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.
[0151] FIGURE 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 FIGURE 7
is provided as an illustration and not to limit the scope of the coupon-
related data collection
process 700.
[0152] 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.
[0153] 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.)
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[0154] 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.
[0155] 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.
[0156] 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.
[0157] As will be familiar to one of skill in the art, other
embodiments of the
process 700 described in FIGURE 7 may be carried out by executing the
functions described
in FIGURE 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.
[0158] FIGURE 8 is a flowchart thatillustrates one embodiment of a
process 801
for providing a coupon to a customer 110 at a point of return device 126.
[0159] In Block 810, the process 801 begins when the point of return
(POR)
device 126 receives a request for a merchandise return transaction.
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[0160] 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.
[0161] 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.
[0162] In Block 841, the POR device 126 receives an indication of an
appropriate
reward, if one has been identified for the merchandise return transaction.
[0163] 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 FIGURE 8 may be carried out by
executing the
functions described in FIGURE 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.
[0164] FIGURES 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 FIGURE 9A makes the coupon-related determinations in
association with a return authorization determination. The embodiment of the
process 900 as
described with respect to FIGURE 9B makes the coupon-related determinations
without
being associated with a return authorization determination. In both FIGURES 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
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"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.
[0165] Describing now the embodiment of the process 900 as depicted in
FIGURE 9A, in Block 910, the merchandise return and reward authorization
service 100
receives data associated with a requested merchandise return.
[0166] 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.
[0167] 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.
[0168] 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.
[0169] In Block 930, the process 900 determines whether the customer
has opted-
in and is interested in receiving a coupon.
[0170] 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.
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[0171] 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.
[0172] 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.
[0173] 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.
[0174] Describing now the embodiment of the process 900 as depicted in
FIGURE 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.
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[0175] 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.
[0176] 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.
[0177] The
process passes to Block 930, where the process 900 determines
whether the customer opted-in and is interested in receiving a coupon.
[0178] 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.
[0179] 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 depai ____________ tment
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.
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[0180] 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.
[0181] 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.
[0182] As will be familiar to one of skill in the art, other
embodiments of the
process 900 described in FIGURES 9A and 9B may be carried out by executing the
functions
described in FIGURES 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.
[0183] 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.
[0184] In some embodiments, the customer may be presented with a choice
of
terms of a coupon or other reward that may be offered. In some embodiments,
the choice is
offered on a computer screen or other digital display device, such as a touch
screen device at
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a coupon kiosk that allow the customer to select among options before the
reward is printed or
otherwise presented to the customer.
[0185]
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.
[0186]
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.
The
accompanying claims and their equivalents are intended to cover such forms or
modifications
as would fall within the scope of the invention.
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