Abstract:
The present invention provides a method and system for local return of a remotely purchased product. A guidelines-based validation and disposition decision process allows for a collection and disposition decision regarding a remotely purchased product to be made prior to returning the product to a remote retailer via an expensive shipping and handling process. By providing a dispersed method of disposition for returned product through online auction web sites, the returned product may be disposed of for consumers/partners one item at a time and the optimal financial return on the returned products may be captured.

Description:
CROSS REFERENCE TO RELATED APPLICATION 
     This application claims priority from U.S. Provisional Patent Application Ser. No. 60/185,960, filed Feb. 29, 2000, and entitled “Method, System and Software for Local Returns of Remotely Purchased Goods.” 
    
    
     TECHNICAL FIELD 
     The present invention relates generally to electronic commerce. More particularly, the present invention relates to a method and system for processing the local return of remotely purchased products. 
     BACKGROUND OF THE INVENTION 
     In contrast to retailing on the Internet, brick and mortar retail stores generally accept product returns at the retail location from which the products are purchased and/or at an affiliated retail location. Upon returning their unwanted purchases, either to a sales or consumer service counter, consumers generally expect to immediately receive cash or a credit for their returns. 
     Upon receiving such a return, retailers typically assess the condition of the returned item and either put it back on the shelf for resale or, for products that are defective or inappropriate for retail sale, the returned items may be aggregated in a stock room until enough products are accumulated to justify a bulk shipment to a centralized return center. At the centralized return center, the condition of the returned products are typically again evaluated and subsequently routed to an appropriate destination such as an outlet store, manufacturer, landfill, etc. In such a scenario, multiple shipments and redundant return processes for the same individual item are common, thereby adding to the cost of product returns for participants in a retail channel. 
     With the addition of another costly shipping step at the beginning of the procedure, this procedure is generally the same for catalog retailers. While catalog retailers continue to sell products around the nation and around the world, electronic commerce via the Internet is expanding the practice of remote sales and purchases of products at a phenomenal pace. Due to the fact that a vast majority of electronic commerce sites are not equipped with brick and mortar counterparts, many electronic commerce sites and their consumers are likely to experience limitations associated with current methods of returning remotely purchased products. 
     The advent of Internet retailing has produced a new retail channel. However, product return processes associated with many Internet retailers are generally similar to the process for catalog retailers mentioned above. In the absence of brick and mortar counterparts, consumers of many Internet retailers are often required to ship products to an Internet retailer&#39;s designated location for return. From there, the costly process of shipping and handling returned products back through the retail channel continues similar to traditional brick and mortar retailers. Currently, Internet and catalog retailers continue to use traditional, inefficient product return processes that involve the aggregation of returned products as well as the use of multiple shipping and handling steps before final disposition. 
     SUMMARY OF THE INVENTION 
     The present invention is primarily concerned with difficulties resulting from current methods of returning remotely purchased products. As electronic commerce continues to grow, and as mail order and catalog retailing keeps pace, problems associated with returning products purchased from remote retailers will only affect more and more consumers. The invention disclosed herein solves many of the problems a consumer and a remote retailer may face when the consumer decides to return products purchased from the remote retailer. 
     In accordance with teachings of the present disclosure, a system and method are described for a more efficient logistics process that generally eliminates unnecessary shipping and handling of returned products. By using Internet technologies and a set of product return guidelines, decentralized handling of product returns may direct remotely purchased product returns to their least costly method of final disposition. As such, the present invention discloses a logistics process that will provide consumers with a convenient way to return unwanted products to remote retailers as well as provide remote retailers with a logistics solution that is generally superior, in both speed and cost, to current methods. 
     One embodiment of the present invention provides for local return of remotely purchased products or goods. The associated remote retailer is preferably informed that a product return is in progress, via an integrated Internet back-end process. This notification preferably includes an identification of the account and order number of the consumer. Subsequently, disposition of the returned product may be determined based on guidelines that generally eliminate unnecessary shipping and handling. As such, once the returned product is in the control of a local returns agent, it may be immediately and automatically processed for disposition. If the returned product is selected for liquidation, it may be automatically listed on an associated Internet auction web site where it is preferably liquidated via online auction. 
     In one embodiment, a method for processing local return of products purchased from one or more of a plurality of remote retailers is provided. The method preferably includes the step of gathering transaction information regarding a remotely purchased product from a consumer. A determination regarding eligibility of the product for return based on a set of product return guidelines is also preferably included in the method. The steps of collecting the product, if eligible for return, at a centralized location and disposing of the returned product based on the set of product return guidelines are also preferably included in the method. 
     In a further embodiment, a method for processing the local return of a remotely purchased product by a consumer using a catalog, a worldwide computer communications network or other technique for directly selling to the consumer is provided. The method preferably includes gathering information concerning the remotely purchased product from the consumer. Maintaining at least one set of product return guidelines is also preferably included in the method. Determining eligibility of the product for return based on the set of product return guidelines and collecting the product if determined eligible for return are additional steps that may be preferably included in the method. The steps of determining a preferred method for disposal of the collected product and disposing of the collected product according to the preferred method for disposal may also be included in the method. 
     In another embodiment, a method for enabling local return of remotely purchased products is provided. Steps preferably implemented in such an embodiment include providing access to product return guidelines for a plurality of remote retailers and gathering information regarding a transaction for a remotely purchased product from a consumer. In addition, the steps of determining eligibility for returning the product based on the product return guidelines and collecting products eligible for return at a local return collection site may also be included in the method. Disposing of collected product returns based on the product return guidelines is yet another step that may be included in the method. 
     In yet a further embodiment, a system for processing the local return of products purchased from one or more remote retailers is provided. The system preferably includes at least one client system and at least one server system operably coupled to the client system. At least one database operably coupled to the server system, the database including product return guidelines for the one or more remote retailers, is also preferably included in the system. The at least one client system is preferably operable to display at least a portion of the product return guidelines and the server system is preferably operable to gather information regarding a purchase from the one or more remote retailers according to an embodiment of the system. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
       A more complete understanding of the present embodiments and advantages thereof may be acquired by referring to the following description taken in conjunction with the accompanying drawings, in which like reference numbers indicate like features, and wherein: 
         FIG. 1  shows a schematic drawing of a flow diagram for one method of processing the local return of remotely purchased products incorporating teachings of the present invention; 
         FIG. 2  shows a schematic drawing of a system for processing the local return of remotely purchased products incorporating teachings of the present invention; 
         FIG. 3  shows a schematic drawing depicting one embodiment of a subroutine incorporating teachings of the present invention which may be implemented as part of the method illustrated in  FIG. 1 ; 
         FIG. 4  shows a schematic drawing depicting one embodiment of a subroutine incorporating teachings of the present invention which may be implemented as part of the method illustrated in  FIG. 1 ; and 
         FIG. 5  shows a schematic drawing depicting one embodiment of a subroutine incorporating teachings of the present invention depicting final disposition processes which may be implemented as part of the method illustrated in  FIG. 1 . 
     
    
    
     DETAILED DESCRIPTION 
     Preferred embodiments of the present invention and its advantages are best understood by referring to the  FIGS. 1 through 5  of the drawings, like numerals being used for like and corresponding parts of the various drawings. Referring first to  FIG. 1 , a flow diagram depicting a method for performing the local return of remotely purchased products is illustrated. Method  100  of  FIG. 1  preferably enables a consumer to rapidly effect the return of products or goods purchased remotely, such as through the Internet, mail order, catalogs, etc., without having to cooperate directly with the remote seller of the products. 
     As such, method  100  may be implemented at a brick and mortar site set up to facilitate the functions depicted in  FIG. 1  and taught by the present invention. The brick and mortar site may be operated by an independent entity which is not associated with any specific remote retailer. Alternatively, the brick and mortar site may be an independent entity which is associated with one or more remote retailers. In another example, an Internet site operable to perform teachings of the present invention and method  100  as depicted in  FIG. 1  may be constructed and provided. Further detail concerning the implementation of method  100  of  FIG. 1  will be described below. In addition, other implementations of method  100  are considered within the scope of the present invention. 
     Upon beginning at step  105 , generally in response to a consumer&#39;s decision to return a product purchased remotely, method  100  may proceed generally as illustrated in  FIG. 1 . As such, at step  110 , transaction information regarding the remotely purchased product is preferably gathered from the consumer. At step  115 , the eligibility of one or more product returns may be determined. Eligible returns are individually, uniquely labeled for identification and tracking. Upon the determination of the eligibility of one or more product returns at step  115 , the eligible returns are preferably collected at step  120 . Once the one or more eligible returns have been collected, the collected returns are preferably disposed of at step  125 . Subsequently, method  100  preferably ends at step  130 . Additional detail regarding the steps of method  100  is included below. 
       FIG. 2  is a schematic diagram depicting one embodiment of a system incorporating teachings of the present invention which is capable of facilitating the local return of remotely purchased products or goods. System  200  preferably supports communication over the Internet using the World Wide Web and related technologies. 
     Server system  210  may include server engine  211 , client identifier/consumer table  212 , web page template database  213 , client/consumer database  214 , transaction database  215  and return guidelines database  216 . Server engine  211  may receive HTTP (Hypertext Transfer Protocol) requests to access web pages identified by URLs (Universal Resource Locator) and provide web pages to various client systems  220 . Using web page template database  213  in conjunction with data preferably included in return guidelines database  216 , consumers may gather information about one or more remote retailers&#39; product return guidelines via client system  220 , server system  210 , communications link  230  and a product return guidelines web site incorporating teachings of the present invention. 
     In one embodiment, client/consumer database  214  may contain client/consumer information associated with previous consumers using the local return system of the present invention. Client/consumer information may include consumer-specific return information such as the name of a consumer credit information for a consumer, and consumer preferred shipping information in a consumer reference profile. Transaction database  215  may contain entries indicative of transactions associated with consumers and remote retailers, preferably transactions which were performed at remote retailers cooperating with a brick and mortar location or a web site incorporating teachings of the present invention. Return guidelines database  216  preferably contains return guidelines for one or more remote retailers preferably participating in a local return of remotely purchased products program or for the local return center itself. However, return guidelines database  216  may contain product return guidelines for other retailers. 
     Client/consumer identifier table  212  may contain a mapping from a client identifier, which is an identifier that identifies a client system  220 , to the consumer last associated with a particular client system  220 . Client system  220  preferably contains browser  221  and a client identifier  222 . The client identifier  222  may be stored on client system  220  in a file as a “cookie.” In one embodiment, server system  210  assigns and sends client identifier  222  to client system  220  when client system  220  first interacts with server system  210 . From then on, client system  220  preferably includes client identifier  222  with all messages sent to server system  210  so that server system  210  may identify the source of a communication. 
     Server system  210  and client system  220  may interact by exchanging information via communications link  230 , which preferably includes transmission over the Internet. Server system  210  may also retrieve transaction information, return guidelines or other information from various databases remotely located, with respect to server system  210 , via communications link  230 . 
     One skilled in the art can appreciate that the local return of remotely purchased products teachings of the present invention may be used in various environments other than the Internet. For example, various communication channels may be used such as one or more connected local area networks, wide area networks, or point-to-point dial up connections. 
     Server system  210  may comprise any combination of hardware or software capable of processing returns in accordance with teachings of the present invention. Similarly, client system  220  may comprise any combination of hardware or software operable to interact with server system  210 . Systems  210  and  220  may include television-based systems or various other consumer products capable of electronic commerce transactions. 
     Referring now to  FIG. 3 , a schematic diagram illustrating one method by which step  110  of method  100  may be implemented is shown. As mentioned above, once a consumer has made the decision to return a product purchased remotely, transaction information regarding the remote purchase is preferably gathered from the consumer. As illustrated in  FIG. 3 , there are a variety of methods which may be employed to gather transaction information from a consumer. Examples of such transaction information may include the name of the remote retailer, the date of purchase, account used for purchased, etc. 
     In one alternative, as indicated at  305 , the consumer may decide to phone into a local return call center, a brick and mortar location not unlike a postal office or similar location, to discuss their prospective return with a local return agent located therein. During such a discussion, the consumer preferably provides the local return agent with transaction information regarding the remote purchase. Providing this transaction information enables the local return agent to proceed with the local return method  100  of  FIG. 1 . Similarly, as indicated at  310 , the consumer may choose to visit a local return brick and mortar location and provide a local return agent located therein with transaction information regarding the remote purchase to be returned. 
     As indicated at  315 , it may also be possible to implement step  110  using one or more electronic commerce technologies. In one such electronic commerce implementation, a web site may be provided, such as by server system  210 , which is preferably configured to gather transaction information regarding a remote purchase of products from a consumer. Upon visiting such a local return enabled web site, the consumer may be prompted, via conventional web programming methods, such as a web page from web page template database  213 , for transaction information. In another embodiment, a “cookie”, such as client identifier  222 , may be retrieved from the client system  220  being employed by the consumer which contains at least a portion of transaction information preferred to effect the local return of remotely purchased products. According to teachings of the present invention, the web site provided at  315  may be accessible from a remote client system  220  as well as from a client system  220  locally maintained at a brick and mortar local return center. Other embodiments of gathering transaction information from a consumer are considered within the scope of the present invention. 
     Once the transaction information has been gathered from the consumer, the product to be returned is preferably visually inspected before a determination is made regarding the eligibility of the product for return. In situations where the consumer has either phoned into a local return call center, as indicated at  305 , or accessed a local return enabled web site, as indicated at  315 , it may be necessary for a local return agent to obtain the product to be returned. As such, and as indicated at  320 , the consumer may drop off the product to be returned at a brick and mortar local return center or, a shipping agent may be dispatched to a location indicated by the consumer to allow the product return to be collected. 
     Depending on who has control of a remotely purchased product, there are a variety of methods by which the product may be evaluated for eligibility for return. Referring now to  FIG. 4 , an assortment of methods for determining a product&#39;s eligibility for return are illustrated. In one embodiment, as indicated at  405 , the eligibility of a product for return may be performed by the consumer. For example, during the consumer&#39;s visit to a local return enabled web site, whether from a remote client system  220  as indicated at  410 , or from a client system  220  locally maintained at a brick and mortar local return center as indicated at  415 , the consumer may access return guidelines database  216 . 
     The local return enabled web site is preferably configured to display product return guidelines for one or more remote retailers or for the local return center using web page template database  213  and functionality preferably included on server system  210 . Using the product return guidelines presented on the web site, the consumer will preferably be able to follow a checklist or a step by step methodology to determine whether or not the product they purchased may be eligible for return. Upon such a determination by the consumer, eligible product returns are preferably collected as described below. 
     In the situation where a local return agent located at a brick and mortar local return center has one or more product returns in hand, as indicated at  420 , the local return agent may access return guidelines database  216  to determine whether or not the product may be eligible for return, as indicated at  425 . Similar to that provided to the consumer, the local return agent may access a web site configured to display product return guidelines and/or a checklist for one or more remote retailers on a client system  220  maintained at the local return brick and mortar site. Upon accessing return guidelines database  216 , the local return agent may then determine the eligibility of the product for return. Such an implementation enables the local return agent to use the product return guidelines available through return guidelines database  216  and server system  210  in a manner similar to that available to a consumer and as described above. 
     As indicated at  430 , it may be preferred that a shipping agent, such as a United Parcel Service (UPS) or Rapid Parcel Service (RPS) representative, act or serve as the local return agent when picking up a product return from a consumer for shipping. To enable the shipping agent to accurately determine a product&#39;s eligibility for return, the shipping agent may have access to return guidelines database  216  from a remote device such as a portable computer, PDA (personal digital assistant), or similarly enabled data terminal in the shipping agent&#39;s possession. Alternatively, the shipping agent may arrive at the consumer&#39;s preferred pick-up site with a checklist generated from return guidelines database  216  indicative of the product return guidelines for the remote retailer from which the consumer purchased the product return. In a further embodiment, the shipping agent may log the product return, preferably using their remote device, with server system  210  such that the remote retailer from which the return was originally purchased is notified, preferably including a consumer account and order number, etc., of the impending return as well as to credit a consumer account for the product&#39;s return. As indicated at  440 , there may be other methods of enabling a shipping agent to access return guidelines database  216  such that the eligibility of a consumer&#39;s product return may be determined. 
     Upon inspection of the product for return, whether performed by the consumer, the local return agent or the shipping agent, a determination is preferably made regarding the eligibility of the product for return based on product return guidelines available in return guidelines database  216  or in a database accessible via communications link  230 . Such an eligibility determination is preferably made at  445 . Should the product desired to be returned by the consumer be deemed ineligible or non-returnable, the consumer is preferably notified and the product is returned to the consumer where appropriate, as indicated at  450 . Subsequently, method  100  preferably ends at  455 . Should the consumer&#39;s product be determined eligible for return, method  100  preferably proceeds to step  120  where collection of products to be returned may be effected. 
     The collection of products to be returned is primarily concerned with consolidating product returns prior to their disposal or final disposition at step  125 . If a consumer utilizes a local return enabled web site or phones into a local return call center, the product may be collected by a shipping agent dispatched for pick-up and subsequently shipped to a local return brick and mortar site or other designated collection site. In the situation where the consumer has visited a local return brick and mortar site, the product may be collected by an employee or local return agent located therein and subsequently shipped to a collection site or held at the brick and mortar local return center. In one embodiment, if the remote retailer from which the product was originally purchased is a local return program participant, the consumer may be credited for their product return upon collection. Once the eligible returns have been preferably collected, method  100  may proceed to step  125  for the preferred disposal of the collected product. One advantage, provided by teachings of the present invention, involves the flexibility with which returned products may be disposed. 
     Referring now to  FIG. 5 , a variety of disposal or final disposition methodologies that may be performed at step  125  of method  100  are shown. The disposal of product returns at step  125  of method  100  is preferably determined by guidelines included in return guidelines database  216  or other return guidelines database. For example, a remote retailer may direct that product returns belonging to them be shipped to the remote retailer&#39;s product collection site as indicated at  505 . Alternatively, guidelines in return guidelines database  216  may direct the local return center to destroy and discard any collected product returns belonging to them, as indicated at  510 . The item might also be returned to the vendor or disposed of in some other manner, as indicated by Steps  512  and  514 . 
     However, in the interest of economics, resale of returned products in one form or another is likely to be the option chosen by most remote retailers. One method for facilitating the resale of returned products may be performed as indicated at  515 . At  515 , the remote retailer from which a returned product was originally purchased may instruct the local return center to hold the product at the local return center brick and mortar site until the remote retailer is able to resell the product. Upon reselling the returned product, the remote retailer may then instruct the local return center to ship the returned product to a new purchaser, the returned product thereby never returning to the remote retailer. This method of product redistribution reduces the shipping cost on both the remote retailer and the original purchaser. In addition to the reduction in shipping charges, such a scenario reduces the amount of warehouse space and labor hours the remote retailer would likely have to contend with should the product be returned to the remote retailer&#39;s facilities. 
     In another embodiment of reselling product returns, an auction site may be employed as indicated at  520 . Although a physical auction site may be employed, an Internet or online auction web site is preferred. In such a scenario, there may be a variety of financial arrangements that can be made between the local return center and the remote retailer to make the online auction of products economical for both parties. For example, the local return center may liquidate the product returns through an online auction web site, as indicated at  525 , and divide the proceeds of any product sales between the remote retailer from which the product was originally purchased and the local return center, as indicated at  530 . Alternatively, the local return center may purchase the product returns from the remote retailer from which they were originally purchased, as indicated at  535 , and subsequently liquidate the purchased product returns via an online auction, as indicated at  540 . The proceeds of the online auction then belonging solely to the local return center. 
     Although the present invention has been described in detail, it should be understood that various changes, substitutions and alterations can be made thereto without departing from the spirit and scope of the invention.