Patent Publication Number: US-2009240512-A1

Title: Emergency card replacement

Description:
CROSS REFERENCE TO RELATED APPLICATIONS 
     This application is related to application Ser. No. ______ (attorney docket number 020375-087900US), entitled “Replacement card packaging” and, application Ser. No. ______ (attorney docket number 020375-088000US), entitled “System and method for preparing card replacement”, all three applications being filed on the same day and having a common assignee. 
    
    
     BACKGROUND OF THE INVENTION 
     Credit cards, debit cards, and other kinds of presentation instruments have become a very popular means of making purchases. In a typical credit card transaction, a consumer presents the card at the time of a purchase. Account information is read from the card and the transaction details are transmitted to the card issuer, who has extended credit to the consumer. Upon approval, the purchase is completed, the issuer pays the merchant for the purchase, and the consumer is billed by the issuer for the purchase during the next regular billing cycle. A typical debit card transaction proceeds similarly at the point of sale, but payment is made from funds in an account associated with the debit card, rather than by the issuer. Both consumers and merchants benefit from the speed and convenience of transactions made with these kinds of presentation instruments. 
     Consumers also may find that such instruments are more secure than paying with cash. Many transactions require the person presenting the card to be authenticated as the rightful account holder, making it difficult for the card to be used fraudulently. Furthermore, the cardholder&#39;s liability for fraudulent charges may be limited by law. These kinds of presentation instruments are especially convenient for use when the cardholder is traveling. The cardholder need not risk carrying large amounts of cash, and currency conversions are handled automatically by the systems administering the accounts. 
     Because of these beneficial aspects, consumers may become dependent on their cards, especially when traveling. If a card is lost or stolen, the cardholder may be left without other means for making purchases. Even though the risk of liability for any fraudulent charges may be small, the inconvenience of a lost card may be enormous. Some card issuers recognize this problem, and provide emergency card replacements. Some advertise their card replacement speed and convenience as a way to differentiate their cards from those of other issuers. 
     There is accordingly a need to provide replacement presentation instruments quickly, accurately, and at low cost. 
     BRIEF SUMMARY OF THE INVENTION 
     In one embodiment, a method of providing a presentation instrument comprises printing shipping information comprising a shipping destination address on a shipping indicator and associating the shipping indicator with the presentation instrument. The shipping indicator and the presentation instrument are inserted into an envelope that comprises a first substantially clear window, such that the shipping destination address shows through the first substantially clear window. The envelope is inserted into a shipping container to form a package. The shipping container comprises a second substantially clear window such that the shipping destination address shows through the second substantially clear window. In some embodiments, the method further comprises shipping the package to the shipping destination address. In some embodiments, the method further comprises recording account information on the presentation instrument. In some embodiments, the method further comprises receiving the account information from an issuer of the presentation instrument. 
     In some embodiments, associating the presentation instrument and the shipping indicator comprises affixing the presentation instrument to the shipping indicator. In some embodiments, the presentation instrument is a card comprising a magnetic strip on which account information is recorded electronically. In some embodiments, the shipping container is substantially flat and measures approximately 9 by 12 inches. In some embodiments, the shipping information further comprises a tracking indicium that shows through the first and second clear windows when the envelope is inserted into the shipping container. In some embodiments, the method further comprises receiving the tracking indicium from a shipper. In some embodiments, the tracking indicium comprises a bar code. In some embodiments, the method further comprises receiving at least some of the shipping information from a shipper. In some embodiments, method further comprises printing at least some account information on the shipping indicator. In some embodiments, the shipping indicator is a folded carrier made of paper. In some embodiments, the method further comprises sealing the shipping container. 
     In another embodiment, a system for providing a presentation instrument comprises a personalization machine that records account information on the presentation instrument, and a printer that prints shipping information on a shipping indicator associated with the presentation instrument. The shipping information comprises a shipping destination address. The system also comprises a first inserter that inserts the presentation instrument and the shipping indicator into an envelope. The envelope comprises a first substantially clear window through which the shipping destination address is visible after insertion of the presentation instrument and shipping indicator into the envelope. The system also comprises a second inserter that inserts the envelope into a shipping container. The shipping container comprises a second substantially clear window through which the shipping destination address is visible after insertion of the envelope into the shipping container, and a controller that supplies information to the personalization machine and the printer. 
     In some embodiments, the controller is a general-purpose computer executing a program stored on a computer-readable medium. In some embodiments, the printer is a laser printer. In some embodiments, the system further comprises a communication link between the controller and a shipper, and at least some of the shipping information is received from the shipper over the communication link. In some embodiments, the system further comprises a communication link between the controller and an issuer of the presentation instrument, and at least some of the account information is received from the issuer over the communication link between the controller and the issuer. In some embodiments, the shipping information further comprises a tracking indicium that is also visible through the second clear window after insertion of the envelope into the shipping container. 
    
    
     
       BRIEF DESCRIPTION OF THE DRAWINGS 
         FIG. 1  illustrates a process and system for distributing a presentation instrument, in accordance with an example embodiment of the invention. 
         FIG. 2  shows a shipping indicator, in accordance with an example embodiment of the invention. 
         FIG. 3  shows an envelope comprising a clear window, in accordance with an example embodiment of the invention. 
         FIG. 4  shows a shipping container, in accordance with an example embodiment of the invention. 
         FIG. 5  depicts a top view of a system for assembling a shipping package, in accordance with an example embodiment of the invention. 
     
    
    
     DETAILED DESCRIPTION OF THE INVENTION 
     Most households in the United States now hold at least one credit card, and millions of new cards are issued annually. In order to meet this demand, highly-automated systems and processes have been developed for manufacturing and distributing new cards rapidly and in large quantities. New cards are typically distributed to consumers through first class mail or similar channels. This kind of mail often takes several days to reach its destination, and is often presented in pre-sorted high-volume mailings in order to reduce the cost to the sender. 
     Relatively few cards require emergency replacement, and it is not possible to predict which cards will need replacement. The mail channels used for new cards are therefore inappropriate for emergency replacement cards. Replacement cards are preferably shipped by overnight courier. Previous emergency replacement procedures have required significant manual processing, including the manual association of cards, card carriers, and shipping labels produced and printed separately. This extensive manual processing is expensive and prone to error. 
     Embodiments of the present invention provide automated systems and methods for providing emergency replacements for credit cards, debit cards, and other presentation instruments. 
       FIG. 1  illustrates a process  100  for distributing a presentation instrument, in accordance with an example embodiment of the invention. The illustrated process is especially suited to providing emergency replacement presentation instruments. For example, when a card or other presentation instrument is lost or stolen, the cardholder may call the issuer and speak to a customer service representative, who then arranges for the card replacement. The customer service representative may request information from the cardholder, such as the cardholder&#39;s name, a location to which to ship the replacement card, and other data. The information is entered into a computer system and a card replacement request initiated. 
     In the process of  FIG. 1 , a presentation instrument issuer  101  communicates over a communication link  115  to a controller  102  that a presentation instrument is to be produced and sent. Controller  102  may be, for example, a general-purpose computer system executing a program stored on a computer-readable medium. The computer may be, for example, a “System i” computer available from International Business Machines Corp., of Armonk, N.Y., USA, or may be another suitable computer system. While controller  102  is shown as a single block in  FIG. 1 , one of skill in the art will recognize that controller  102  may be a single computer or may comprise a plurality of interconnected computers, which may be co-located or widely separated. Process  100  may be performed by a single entity, for example issuer  101 , or the various parts of the process may be performed by two or more different entities. For example, issuer  101  may outsource the production and distribution of presentation instruments to a processing organization that is a business entity separate from issuer  101 . Alternatively, issuer  101  may outsource the entire process of issuing presentation instruments to the processing entity. Many other arrangements are also possible. 
     The communication from issuer  101  to controller  102  may include account and customer information to be used in producing and distributing the presentation instrument. For example, the communication may indicate the name of the customer to whom the presentation instrument will be issued, a shipping destination address to which the presentation instrument will be shipped, and an account number that will be assigned to the presentation instrument. Alternatively, controller  102  may have a pre-assigned list of account numbers to be used for presentation instruments distributed by process  100 , in which case the communication from issuer  101  need not contain an account number. 
     Controller  102  sends the account information to a personalization machine  103 , which produces a unique presentation instrument  104 . Personalization refers to the process of making each presentation instrument unique by recording account information on the presentation instrument. In one example process, the presentation instruments are plastic cards, each comprising a magnetic strip on which information may be recorded magnetically. Until the cards are personalized, they do not contain any account or customer name information. During personalization of a card having a magnetic strip, the account number, customer name, expiration date, and other information may be recorded on the card by embossing the information onto the plastic card, and may also be recorded magnetically on the magnetic strip. During personalization of a smart card or a radio-frequency enabled payment device, account information may be recorded electronically in a memory on the presentation instrument. Personalization machine  103  may be, for example, a Maxsys, MX6000, or model 9000 machine available from Datacard Corporation, of Minnetonka, Minn., USA, or an other suitable personalization machine. After personalization, each card is uniquely identifiable and is associated with a particular account at the issuer of the card. In the example of  FIG. 1 , the presentation instrument produced is a card of this type, but one of skill in the art will recognize that other kinds of devices may be used as presentation instruments, and that the process may be used with may kinds of devices. For example, other kinds of devices that may be used as presentation instruments include chip-based cards, smart cards, and radio-frequency enabled devices such as key fobs, cards, watches, or other devices. 
     Controller  102  also communicates with a shipper  105  over a communication link  112 . Shipper  105  may be, for example, a company that provides overnight courier service. Controller  102  may provide to shipper  105  information such as where a presentation instrument will be shipped from and the shipping destination. Shipper  105  may provide to controller  102  a tracking number and other identifying information for a particular package. 
     Controller  102  then communicates with a printer  106 , which is configured to print a shipping indicator  107 . Printer  106  may be, for example, a laser printer, an inkjet printer, or another kind of printer. In the example of  FIG. 1 , shipping indicator  107  is a tri-fold carrier made of paper, but other arrangements are possible. For example, shipping indicator  107  may simply be a card or other insert. Shipping indicator  107  comprises the information normally found on a shipping label. For example, shipping indicator  107  may comprise a shipping destination address and a tracking indicium such as a tracking number, bar code or other unique identifier for the eventual package in which presentation instrument  104  will be shipped. Shipping indicator  107  may also comprise account information relating to presentation instrument  104 , of the kind often found on a carrier with which a presentation instrument is shipped or mailed. The set of accounting information printed on shipping indicator  107  may but need not be the same as the set of account information included on presentation instrument  104 . For example, some information stored on presentation instrument  104  may be omitted from the set of account information printed on shipping indicator  107 . 
     Preferably, but not necessarily, presentation instrument  104  is affixed to shipping indicator  107 , forming a unit  108 . For example, presentation instrument  104  may be attached to shipping indicator  107  using an adhesive that is secure yet leaves presentation instrument  104  readily removable from shipping indicator  107 . Or corners of presentation instrument  104  may be tucked into cutouts or slots cut into shipping indicator  107 . Preferably, personalization machine  103  and printer  106  are in close proximity, so that presentation instrument  104  and shipping indicator  107  can be associated with each other relatively early in the process, in order to avoid errors that may occur of presentation instrument  104  and shipping indicator  107  become separated from each other. A unit such as unit  108  contains all of the account and shipping information necessary to provide a replacement presentation instrument. A more detailed view of one example shipping indicator  107  is shown in  FIG. 2 . 
     Presentation instrument  104  and shipping indicator  107  (which may be associated into a unit  108 ) are inserted, using a first automated inserter  113 , into an envelope  109 . Envelope  109  comprises a substantially clear window of sufficient size that the shipping information printed on shipping indicator  107  is visible when shipping indicator  107  and presentation instrument  104  are inserted into envelope  109 . In one example embodiment, envelope  109  is a number ten envelope approximately 4.125 by 9.5 inches, and the clear window is approximately 3.125 by 8.5 inches, covering approximately 67 percent of the frontal area of envelope  109 . Of course, other dimensions may be used, so long as the shipping information printed on shipping indicator  107  remains visible through the clear window. The clear window is preferably covered by a substantially clear plastic sheet adhered to the inside of envelope  109 . A more detailed view of one example envelope  109  is shown in  FIG. 3 . Preferably, presentation instrument is hidden by shipping indicator  107 , and is not visible through the substantially clear window after insertion into envelope  109 . 
     Envelope  109 , containing shipping indicator  107  and presentation instrument  104 , is then inserted, using a second automated inserter  114 , into a shipping container  110 , forming package  111 . Shipping container  110  comprises a second substantially clear window of sufficient size that, when envelope  109  is inserted into container  110 , the shipping information printed on shipping indicator  107  is visible through both the first clear window in envelope  109  and the second clear window in container  110 . In some embodiments, a bead of adhesive is placed between the front and back faces of shipping container  110 , dividing the interior of container  110  and constraining the movement of envelope  109  inside shipping container  110  so that clear windows in envelope  109  and container  110  remain aligned and the shipping information remains visible through both. The bead of adhesive may be continuous or may be interrupted, comprising a plurality of shorter beads or spots of adhesive. Other means may be used for constraining the movement of envelope  109  inside shipping container  110 . For example, the front and back of shipping container  110  may be joined, either continuously or intermittently, along a line by stapling, sewing, heat welding, or by any other suitable means. A more detailed view of an example shipping container  110  is shown in  FIG. 4 . 
     Shipping container  110  may then be automatically sealed, and package  111  shipped to the shipping destination address using shipper  105 . The process of  FIG. 1  has several advantages over prior card replacement processes. The unique presentation instrument packaging, wherein the shipping information is printed on shipping indicator  107  and shows through the clear windows in envelope  109  and shipping container  110 , avoids a separately-printed mailing label, and thus reduces the number of packaging steps and reduces the complexity of the replacement process. Shipping indicator  107  may be a component for which automatic insertion equipment is already available, and therefore the packaging arrangement enables automation of the card replacement process. Opportunities for errors are also reduced because fewer components must be associated into a card replacement package. Only presentation instrument  104  and shipping indicator  107  need to be particularly associated, and once they are properly associated, shipment of the correct card to the correct destination is assured. Because all of the shipping information is printed on shipping indicator  107  and no shipping information is printed or labeled on envelope  109  or shipping container  110 , no particular envelope or shipping container need be selected or tracked. 
       FIG. 2  shows a more detailed view of a shipping indicator  107 , in accordance with an example embodiment of the invention. In this example, shipping indicator  107  is a tri-fold carrier having a top section  201 , middle section  202 , and bottom section  203 . In an unfolded state, shipping indicator  107  may be, for example, approximately 8.5 by 11 inches, although other sizes may be used. Top section  201  is printed with various information relating to the shipping of the eventual package in which shipping indicator  107  will be placed. For example, addresses  204  and  205  indicate the address from which the package is to be shipped, and the destination address respectively. In this example, top section  201  is also printed with one or more tracking indicia. In the example of  FIG. 2 , either or both of a tracking number  206  and a bar code  207  may be used for tracking purposes. Other information may be printed on top section  201  as well. Presentation instrument  104  has been attached to middle section  202 . Various account information  208  may be printed on shipping indicator  107 , for example on middle section  202 , and information may be printed on bottom section  203  as needed or desired. 
       FIG. 3  shows a more detailed view of an envelope  109 , in accordance with an example embodiment of the invention. In this example, envelope  109  is a number ten business envelope, approximately 4.125 by 9.5 inches and suitable for holding a standard 8.5 by 11 inch sheet folded in three sections. Any other suitable size envelope may be used. Envelope  109  comprises a front face having a substantially clear window  301 . Clear window  301  may be formed by removing part of the opaque front section of envelope  109  and adhering a plastic, cellophane, or other substantially clear sheet to the inside of envelope  109  to cover the opening. Alternatively, window  301  may simply be an opening in envelope  109 , without a covering sheet. In this example, clear window  301  extends to within about one half inch of each edge of envelope  109 , leaving room for information printed on shipping indicator  107  to be visible when shipping indicator  107  is inserted into envelope  109 . 
       FIG. 4  shows a more detailed view of a shipping container  110 , in accordance with an example embodiment of the invention. Shipping container  110  is preferably a shipping envelope measuring approximately 9 by 12 inches, and made of cardboard, heavy paper, or another suitable material. Other sizes may be used as well. Shipping container  110  may be durable and semi-rigid, and of the kind commonly used for overnight or express shipment of documents. Shipping container  110  comprises a substantially clear window  401 , formed in a manner similar to the way window  301  in envelope  109  is formed. A portion of the front of container  110  may be removed, and a substantially clear sheet adhered to the inside surface of container  110  covering the opening. Alternatively, window  401  may simply be an opening in shipping container  110 , without a covering sheet. Preferably, window  401  in container  110  is at least as large as window  301  in envelope  109 , and may be conveniently made somewhat larger. In some embodiments, a bead of adhesive  402  is placed between the front and back walls of container  110 , so that the front and back are adhered together. This divides the interior of shipping container  110  into upper and lower sections  403  and  404  respectively. When envelope  109  is placed in upper section  403 , adhesive  402  constrains the movement of envelope  109  such that window  301  in envelope  109 , and consequently the shipping information printed on shipping indicator  107  and showing through window  301 , remains showing through window  401 . 
     While envelope  109  and container  110  may be specially made to comprise the aligning clear windows  301  and  401 , they need not be printed or labeled in any way. All of the required information for shipping package  111  is printed on shipping indicator  107  and associated with presentation instrument  104  early in the process. No additional labels need be printed, associated with other items, or manually affixed to a shipping package. As such, the assembly of package  111  may be automated, and errors may be avoided. 
       FIG. 5  depicts a top view of a system  500  for assembling a shipping package, in accordance with an example embodiment of the invention. System  500  is preferably controlled by a control system  511 , which may be a microprocessor system, computer, programmable logic controller, dedicated logic, or other suitable control system. Control system  511  synchronizes the various components of system  500 , and may perform other functions such as error detection, counting, or other tasks. 
     In the example embodiment shown in  FIG. 5 , a feeder  501  feeds an envelope  109  from a supply of envelopes. The envelope contains a replacement presentation instrument and a shipping indicator. The shipping indicator comprises a shipping destination address visible through a first clear window in the envelope  109 , and may also comprise a tracking indicium visible through the clear window. In  FIG. 5 , envelope  109  is positioned with the clear window downward, so that the window is not visible in the drawing. For the purposes of this disclosure, the shipping destination address and tracking indicium are considered to be visible through the first clear window even if the envelope  109  must be removed from system  500  in order for the window to be seen. 
     Feeder  501  may be one of a variety of envelope feeders known in the art, and in some embodiments may be a stream feeder. A stream feeder is one that moves sheets or envelopes in an overlapping flow, rather than moving them with space between. 
     System  500  also comprises a supply  502  of shipping containers, of which shipping container  110  is an example. Each shipping container comprises a second clear window. The shipping containers in  FIG. 5  are positioned with their clear windows downward, so the clear windows are not visible in the drawing. 
     System  500  also comprises a first transport mechanism  503  that transports shipping containers from the supply  502  of shipping containers, and places each in position for the feeder to insert an envelope into it. Each envelope is inserted such that once the envelope is inside the shipping container, the shipping destination address and any tracking indicium are visible through the clear window in the shipping container. Preferably, first transport mechanism  503  comprises an intermittently-moving feed belt  504  that draws shipping containers from the supply  502  of containers. The motion of feed belt  504  may be started and stopped by a clutch and brake system. In some embodiments, a set of vacuum cups  512  operate to hold open shipping container  110  during insertion of envelope  109 . 
     System  500  further comprises a second transport mechanism  505  that accepts the filled shipping containers from the first transport mechanism and passes each received container through a sealing mechanism. Preferably, second transport mechanism  505  comprises a continuously-moving feed belt  506 . Once a shipping container has received an envelope, no further coordination with other feed streams is necessary, and the shipping container can be safely moved by a continuously-moving transport mechanism. In the example of  FIG. 5 , each shipping container, including shipping container  110 , is a substantially flat shipping envelope, which may be made of heavy paper, cardboard, or another suitable material. Each example container comprises a flap  507 , which may further comprise an adhesive covered by a liner  508 . Liner  508  may be, for example, a glossy paper or plastic film designed to adhere only lightly to the pre-positioned adhesive, and to protect the adhesive from accidental contact with other items. 
     During transport of the shipping containers by one or both of first and second transport mechanisms  503  and  505 , a rotating brush  509  may remove the liner from the adhesive of each container, in preparation for sealing of the container. In the example of  FIG. 5 , sealing is accomplished by a set of rollers and shaped guides  510  that fold each flap  507  over onto the main body of the container as the transport mechanisms drive the container through the rollers and shaped guides  510 . After sealing, the filled shipping containers may be collected in an output hopper or bin, and then given to a representative of shipper  105  for shipping. 
     The invention has now been described in detail for the purposes of clarity and understanding. However, those skilled in the art will appreciate that certain changes and modifications may be practiced within the scope of the appended claims.