AUTOMATIC DIRECTING OF ONLINE PRODUCT RETURNS

An embodiment for automatically directing online product returns to charitable organizations. The embodiment may automatically receive a wish list from one or more charitable organizations. The embodiment may automatically receive distribution information from a vendor. The embodiment may automatically receive a return request for a product from a customer. The embodiment may automatically determine whether the product included in the received return request is eligible for distribution based on the distribution information from the vendor. The embodiment may automatically identify one or more charitable organizations eligible to receive the product. The embodiment may automatically generate a ranking for each of the identified one or more charitable organizations eligible to receive the product. The embodiment may automatically generate a return shipping label corresponding to a highest ranked charitable organization eligible to receive the product.

BACKGROUND

The present application relates generally to handling the return of merchandise, and more particularly, to a method for automatically directing online product returns to charitable organizations.

Electronic commerce (E-commerce) involves transactions conducted electronically, usually over the Internet. In recent years, e-commerce has expanded its share of the retail marketplace. It is well known that returns in the e-commerce space are more common than in brick-and-mortar store purchases. Many businesses that engage in e-commerce strive to direct a portion of their product returns to charitable organizations.

SUMMARY

According to one embodiment, a method, computer system, and computer program product for automatically directing online product returns to charitable organizations is provided. The embodiment may include automatically receiving a wish list from one or more charitable organizations. The embodiment may also include automatically receiving distribution information from a vendor. The embodiment may further include automatically receiving a return request for a product from a customer. The embodiment may also include automatically determining whether the product included in the received return request is eligible for distribution based on the distribution information from the vendor. The embodiment may further include, in response to determining that the product included in the received return request is eligible for distribution, automatically identifying one or more charitable organizations that are eligible to receive the product. The embodiment may also include automatically generating a ranking for each of the identified one or more charitable organizations eligible to receive the product. The embodiment may further include, based upon the generated rankings, automatically generating a return shipping label corresponding to a highest ranked charitable organization eligible to receive the product.

DETAILED DESCRIPTION

Embodiments of the present application relate generally to handling the return of merchandise, and more particularly, to a method for automatically directing online product returns to charitable organizations. The following described exemplary embodiments provide a system, method, and program product to, among other things, automatically receive a wish list from one or more charitable organizations, automatically receive distribution information from a vendor, automatically receive a return request for a product from a customer, automatically determine whether the product included in the received return request is eligible for distribution based on the distribution information from the vendor, and then in response to determining that the product included in the received return request is eligible for distribution, automatically identify one or more charitable organizations that are eligible to receive the product. The following described exemplary embodiments provide a system method, and program product that may then automatically generate a ranking for each of the identified one or more charitable organizations eligible to receive the product, and, based upon the generated rankings, automatically generate a return shipping label corresponding to a highest ranked charitable organization eligible to receive the product. Therefore, the presently described embodiments have the capacity to improve automatically directing online product returns to charitable organizations by providing a method to utilize vendor distribution information to which products are eligible for return, and further providing a method to directly connect the returned products with charitable organizations that specifically request the item in advanced, while generating a score to determine an optimal recipient in cases involving multiple charitable organizations.

As previously described, e-commerce involves transactions conducted electronically, usually over the Internet. In recent years, e-commerce has expanded its share of the retail marketplace. It is well known that returns in the e-commerce space are more common than in brick-and-mortar store purchases. Vendors engaging in e-commerce have conventionally used a returns processing approach similar to that of brick-and-mortar retailers, such as by designating in advance one or more of their distribution centers or other specialized return centers (e.g., centers geographically distributed throughout the areas in which customers typically reside) to which customers ship all returned items. In other situations, a vendor may designate in advance one or more third-party return locations to which all items being returned will be shipped, such as a return processing location of a third-party service provider who performs specified types of processing on the items. This processing may include significant human cost. For example, some such third-party service providers may perform activities to verify received items before forwarding the items back to the vendor, or in other situations may dispose of the returned items in manners other than returning them to the vendor (e.g., by storing the items until they are distributed to another destination). In other situations, a pre-designated third-party return location may merely be an off-site location that receives shipped packages having returned items so that the vendor can retrieve their packages from that location, such as by using Parcel Return Services of the regional Bulk Mail Centers (BMCs) of the United States Postal Service (USPS).

These conventional returns processing approaches create various problems for vendors engaging in e-commerce and include several associated costs. For example, when a customer is not geographically near a pre-designated return location, the shipping of the items being returned may be expensive and may take an unduly long time to occur, resulting in a longer time before the customer receives their refund and before the vendor is able to resell the item. Furthermore, delays in return processing can create financial difficulties for merchants if the items being returned depreciate in value rapidly. In addition, for merchants that sell a wide variety of merchandise, some types of items may require specialized return processing (e.g., items of high value and/or of technical complexity, such as jewelry or electronics) that is costly to replicate at multiple locations, and thus items of that type that are being returned may ultimately need to be sent to a single remote location that performs the specialized return processing. Furthermore, there is a significant environmental cost to multiple shipments of return products first to a return location, and then to a third party.

Many vendors have made an effort to donate and ship return products to charitable organizations. However, similarly to the approaches discussed above, this often involves significant human cost and transportation costs. For example, a vendor may first ship the return products to a warehouse or other structure for categorizing and processing of the returned items, and then a charitable organization may buy from a given category based on the charitable organization's needs.

Accordingly, a method, computer system, and computer program product for employing improved methods for automatically directing online product returns to charitable organizations would benefit many vendors who are seeking to donate return products in a cost-efficient manner, as well as charitable organizations seeking to benefit from obtaining return products for little to no cost. The method, system, and computer program product may automatically receive a wish list from one or more charitable organizations. The method, system, computer program product may automatically receive distribution information from a vendor. According to one embodiment, the method, system, computer program product may then automatically receive a return request for a product from a customer. The method, system, computer program product may then automatically determine whether the product included in the received return request is eligible for distribution based on the distribution information from the vendor. Then, the method, system, computer program product may, in response to determining that the product included in the received return request is eligible for distribution, automatically identify one or more charitable organizations that are eligible to receive the product. The method, system, computer program product may then automatically generate a ranking for each of the identified one or more charitable organizations eligible to receive the product. Then, the method, system, computer program product may, based upon the generated rankings, automatically generate a return shipping label corresponding to a highest ranked charitable organization eligible to receive the product. In turn, the method, system, computer program product has provided improved methods for automatically directing online product returns to charitable organizations by providing a direct and efficient return system that utilizes vendor distribution information and generated rankings to improve automatic direction of online product returns to charitable organizations in a cost-efficient manner for vendors that provides for little to no cost incurred by the receiving charitable organization.

According to the present embodiment, the product return management program150may be a program capable of automatically receiving a wish list from one or more charitable organizations. Product return management program150may then automatically receive distribution information from a vendor. Next, product return management program150may automatically receive a return request for a product from a customer. Product return management program150may then automatically determine whether the product included in the received return request is eligible for distribution based on the distribution information from the vendor. Next, product return management program150may, in response to determining that the product included in the received return request is eligible for distribution, automatically identify one or more charitable organizations that are eligible to receive the product. Product return management program150may then automatically generate a ranking for each of the identified one or more charitable organizations eligible to receive the product. Product return management program150may then, based upon the generated rankings, automatically generate a return shipping label corresponding to a highest ranked charitable organization eligible to receive the product In turn, product return management program150provided improved methods for automatically directing online product returns to charitable organizations by providing a direct and efficient return system that utilizes vendor distribution information and generated rankings to improve automatic direction of online product returns to charitable organizations in a cost-efficient manner for vendors that provides for little to no cost incurred by the receiving charitable organization.

Referring now toFIG.2, an operational flowchart for a process200of automatically directing online product returns to charitable organizations according to at least one embodiment is provided.

At202, product return management program150may automatically receive a wish list from one or more charitable organizations. In the context of this disclosure a ‘wish list’ refers to a written collection of desired products or categories of products created by a given charitable organization. In embodiments, the one or more charitable organizations may utilize an exemplary user interface device set123to input various desired products or categories of products that may be received by product return management program150and ultimately stored in exemplary storage124which may include a database therein. (SeeFIG.1) In embodiments, product return management program150may utilize known natural language processing components to interpret received wish lists in order to determine the contents contained therein to best sort the wish lists when they are stored in an exemplary database. Generally, a given charitable organization's wish list is created by a user associated with the charitable organization. The wish list may identify specific desired products that are available for purchase on a given e-commerce website having a variety of vendors. For example, product return management program150may receive a wish list from an exemplary charitable organization A, and the received wish list may include specific exemplary products ‘Product 1’, ‘Product 2’ and ‘Product 3’ being sold on an exemplary e-commerce Website Z including multiple vendors. Therefore, product return management program150detects that Charitable organization A is interested in obtaining the three listed products if a vendor selling these products receives a return request from a given customer. In embodiments, in addition to receiving and storing a given charitable organization's wish list of desired products, product return management program150may automatically and simultaneously receive and store financial history information as well as tax information of a given charitable organization or non-profit organization to facilitate any vetting or approval processes. In other embodiments, product return management program150may optionally receive and store specific price ranges the charitable organization is willing to pay for desired products, or specific return product conditions a charitable organization would be willing to accept. For example, a user for a given charitable organization may specify whether the charitable organization will accept clothes that are new, worn, lightly used, etc. In other words received charitable organization wish lists may further include information in the form of thresholds, such as price threshold for a particular product, or a product condition threshold. In embodiments, product return management program150may automatically receive and store any information from a given charitable organization that helps to more easily determine the needs and desires of a given charitable organization for various return products of interest.

At204, product return management program150automatically receives distribution information from a vendor. In the context of this disclosure, a vendor is any entity, business, website, or individual that is selling one or more products. Distribution information refers to a given set of vendor rules and/or conditions for a specific returnable product to be eligible for distribution to a charitable organization or non-profit organization. In embodiments, product return management program150may automatically receive distribution information from any vendors that choose to participate in a product return distribution network that employs and is configured to communicate with exemplary product return management programs in accordance with the presently described embodiments. The vendors may input distribution information by using user interface124and product return management program150may then store the received vendor distribution information into storage via a database. In embodiments, the database may be the same database that the charitable organizations' wish lists of202are stored in. In other embodiments, the vendor distribution information may be stored in a relational database that is related to the databases including the charitable organizations' wish lists. Vendor distribution information may include, for example, specific vendor-sold products that are eligible for distribution upon being returned, vendor rules regarding the condition a returned product must be in to be eligible for distribution, vendor rules regarding specific prices for each returnable product in various conditions, and any other suitable vendor rules or vendor information related to a returnable product that may be eligible for distribution to a charitable organization or other entity. For example, product return management program150may automatically receive exemplary distribution information from an exemplary ‘Vendor V’ which indicates that Vendor V sells an exemplary ‘Product P’ that is returnable. The exemplary distribution information from Vendor V may further indicate that Product P may only be distributed to a charitable organization when the product condition is at least ‘New’ or ‘Good’, and may not be distributed when the product has a condition of ‘Poor’ or ‘Fair’.

At206, product return management program150automatically receiving a return request for a product from a customer. The return request may be received via a given vendor's website, a user interface, email, chatbot, phone call recording with transcript (VoIP) that interprets the call, or by any other suitable mechanism. Product return management program150may then store the information associated with a given return request into storage by storing it within a separate database or a relational database as discussed in the previously described steps. For example, product return management program150may automatically receive a return request for exemplary Product P from a Customer C. Product return management program150may be configured to receive a variety of data and information associated with a given return request. For example, in embodiments, product return management program150may be configured to receive return requests including information regarding the condition of the product being returned. In such embodiments, product return management program150may include image recognition technology to allow it to determine the condition of a product being returned and generate a corresponding condition score. For example, product return management program150may use the image recognition technology or software to compare a received image to an image of a new or unused version of the product being considered. In other embodiments, product return management program150may receive and store customer's reasons for returning the product, utilizing known natural language processing methods to interpret any customer feedback or information received with a given return request.

At208, product return management program150automatically determines whether the product included in the received return request is eligible for distribution based on the distribution information from the vendor. To accomplish this, product return management program150may determine based upon the received and stored vendor distribution information when a returned product is eligible for distribution to a charitable organization. Product return management program150may further consider resale values of returned products, condition of returned products, and any vendor rules as received in the distribution information discussed above. For example, product return management program150may receive a return request from a customer C for a product P sold to them by a vendor V that is in new condition, but that the customer did not want because they purchased a substitute product from a competitor during the time in which the product was being shipped. At208, product return management program150may utilize Vendor V's stored distribution information for product P to determine if the product included in the received return request is eligible for distribution. In this case, if product return management program150determines that Vendor V's stored distribution information indicates that product P is eligible for distribution when in new condition, then product management program150will determine that the product P in the received return request is indeed eligible for distribution.

At210, product return management program150, in response to determining that the product included in the received return request is eligible for distribution, automatically identifies one or more charitable organizations that are eligible to receive the product. For example, using the example above, once product return management program has identified exemplary product P is eligible for distribution, product return management program150will automatically identify one or more charitable organizations eligible to receive the product P. Product return management program150accomplishes this by utilizing the information about each charitable organization or non-profit organization gathered at step202described above by retrieving the relevant stored information. It is expected that product return management program150may identify multiple charitable organizations that are eligible to receive the product. How product return management program150determines which of the one or more eligible charitable organizations will ultimately receive the product will be discussed below.

At212, product return management program150automatically generates a ranking for each of the identified one or more charitable organizations eligible to receive the product. In embodiments, product return management program may generate rankings represented as numerical scores. Product return management program150may consider a variety of factors in generating the rankings. For example, in embodiments, product return management program may consider shipping expense cost from a given return site, the price a given recipient is willing to pay, whether the returned product is allowed to be donated for free, the need or priority of a given eligible charitable organization to receive the returned product, and any other factors that the e-commerce site (or even vendors) employing product return management program150wants considered. The generated ranking will be highest for the eligible charitable organization that, based upon the factors, is most appropriate to receive a given returned product. For example, if product return management program150determines that three exemplary charitable organizations including Charitable organization C1, Charitable organization C2and Charitable organization C3are eligible to receive an exemplary product P that is being returned, product return management program150may then generate rankings for each of charitable organizations C1, C2, and C3respectively. Charitable organization C1may be the closest in geographical proximity to the customer and may have a strong need for the product being returned, evidenced by a high priority for the product on the received wish list for charitable organization C1. If product return management program150is configured to consider shipping expense cost, and the needs and priorities of a given eligible charitable organization as factors for generating rankings, then product return management program150would generate a relatively higher numerical score for charitable organization C1(as compared to C2and C3) based on the factors considered, which would result in product return management program150generating a higher ranking for charitable organization C1. Product return management program150may be configured prior to being deployed to assign a desired weight or priority value to each factor considered by the organization employing product return management program150. This allows any organization deploying product return management program150to weigh or prioritize factors in a way that best suits the organization's individual goals or priorities.

At214, product return management program150based upon the generated rankings, automatically generates a return shipping label corresponding to a highest ranked charitable organization eligible to receive the product. For example, using the example above in connection with step212, product return management program150may generate a return shipping label corresponding to charitable organization C1as it was the highest ranked charitable organization eligible to receive the product. The generated return shipping label may include, for example, a bar code, and may functionally ensure that the returned product will ship directly to the address of the highest ranked charitable organization.

Accordingly, product return management program150provides improved methods for automatically directing online product returns to charitable organizations by providing a direct and efficient return system that utilizes vendor distribution information and generated rankings to improve automatic direction of online product returns to charitable organizations in a cost-efficient manner for vendors that provides for little to no cost incurred by the receiving charitable organization. Product return management program150is especially useful for systems having a pool of demand including charitable organizations that generally will not expect to pay full or even minimally discounted amounts and may not have very specific product or feature restrictions, but at the same time may have a longer-term horizon of when they hope to receive a product. Described embodiments provide the opportunity to prioritize and choose where a returned product goes based on several factors discussed above, the factors being sourced from charitable organization wish lists, vendor distribution information, and factors for generating rankings. This may be especially beneficial in situations in which returns are more likely to be shunted into a secondary market or even disposed of, rather than turned around and shipped to alternate customers. Product return networks employing product return management program150provide methods for eliminating or reducing the costs associated with maintaining warehouses, warehouse personnel, and transportation costs when trying to distribute returned products to charitable organizations.

In some embodiments, product return management program150may include design variations with regard to the above-described examples. In some embodiments, if the returned product is to be sold to a charitable organization, or marked down for other users or organizations, then users and organizations that have this item on a stored wish list will receive a notification (email, etc) letting them know the item is available. In other embodiments, the customer who is returning the item could retain possession of the item until a recipient is chosen. In embodiments, the vendor or e-commerce site could offer a discount on future purchases for instances in which a customer retains possession. In other embodiments, the customer may be issued a refund immediately—which could be re-charged later if the item is never shipped once a recipient is chosen.

It may be appreciated thatFIG.2provides only an illustration of an exemplary implementation and does not imply any limitations with regard to how different embodiments may be implemented. Many modifications to the depicted environment may be made based on design and implementation requirements.