Oder resurrection

• US 20040049430A1
• Filed: 09/11/2002
• Published: 03/11/2004
• Est. Priority Date: 09/11/2002
• Status: Abandoned Application

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Zelanis, Cynthia A., Xu, Juan Juan, York, Richard, Kanthi, Niraj, Redenbaugh, George
• Application Number:
  US10/241,197
• Publication Number:
  US 20040049430A1
• Time in Patent Office: Days
• US Class Current: 705/26
• CPC Class Codes: G06Q 10/087 Inventory or stock management, e.g. order filling, procurement or balancing against orders
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: G06Q 30/0617 Representative agent
• CPC Class Codes: G06Q 30/0635 Processing of requisition or of purchase orders
• CPC Class Codes: G06Q 30/0641 Shopping interfaces

Abstract

A method of resurrecting a cancelled order, includes: in response to a cancelled order, receiving a request to resurrect the cancelled order; determining if the cancelled order is eligible for resurrection; if the cancelled order is eligible for resurrection, then gathering additional information to make a recommendation on the resurrection or denial of resurrection of the cancelled order; and analyzing the request in order to grant or deny the resurrection of the cancelled order.

Claims

1. A method of resurrecting a cancelled order, the method comprising:

in response to a cancelled order, receiving a request to resurrect the cancelled order;

determining if the cancelled order is eligible for resurrection;

if the cancelled order is eligible for resurrection, then gathering additional information to make a recommendation on the resurrection or denial of resurrection of the cancelled order; and

analyzing the request in order to grant or deny the resurrection of the cancelled order.

2. The method of claim 1, further comprising:

automatically denying the order resurrection request if the request is not analyzed within a particular time.

3. The method of claim 1, wherein a customer provides a request to resurrect the cancelled order.

4. The method of claim 1, wherein a call center agent gathers additional information to make the recommendation on the resurrection or denial of resurrection of the cancelled order.

5. The method of claim 1, wherein a fraud team member analyzes the request in order to grant or deny the resurrection of the cancelled order.

6. The method of claim 1, wherein the action of gathering additional information comprises:

comparing the gathered information with initial information provided by a customer during an initial placement of the order.

7. The method of claim 6, wherein the action of comparing the gathered information comprises:

comparing an initial Internet Protocol address with a subsequent phone number.

8. The method of claim 6, wherein the action of comparing the gathered information comprises:

comparing an initial phone number with a subsequent phone number.

9. The method of claim 6, wherein the action of comparing the gathered information comprises:

comparing an initially provided credit information with subsequently provided credit information.

10. The method of claim 6, wherein the action of comparing the gathered information comprises:

obtaining a customer story relating to the cancelled order.

11. The method of claim 1, further comprising:

providing comments after the action of gathering additional information.

12. The method of claim 1, further comprising:

placing the request in a queue after the action of gathering additional information.

13. The method of claim 1, wherein the action of receiving a request to resurrect the cancelled order is received in a call center.

14. An apparatus for resurrecting a cancelled order, the apparatus comprising:

a call center configured to receive a request to resurrect the cancelled order, determine if the cancelled order is eligible for resurrection, and gathering additional information to make a recommendation on the resurrection or denial of resurrection of the cancelled order;

a resurrection request module configured to pass a request for resurrection and temporarily hold the request; and

a rule application module configured to permit analysis of the request.

15. An apparatus for resurrecting a cancelled order, the apparatus comprising:

in response to a cancelled order, means for receiving a request to resurrect the cancelled order;

coupled to the receiving means, means for determining if the cancelled order is eligible for resurrection;

coupled to the determining means, means for gathering additional information to make a recommendation on the resurrection or denial of resurrection of the cancelled order if the cancelled order is eligible for resurrection; and

coupled to the gathering means, means for analyzing the request in order to grant or deny the resurrection of the cancelled order.

16. An article of manufacture, comprising:

a machine-readable medium having stored thereon instructions to;

in response to a cancelled order, receive a request to resurrect a cancelled order;

determine if the cancelled order is eligible for resurrection;

if the cancelled order is eligible for resurrection, then gather additional information to make a recommendation on the resurrection or denial of resurrection of the cancelled order; and

analyze the request in order to grant or deny the resurrection of the cancelled order.

17. A method of resurrecting an order for a product or service, the method comprising:

requesting, by a customer, for a resurrection of an order to a call center associate, where the order has been cancelled;

evaluating, by the call center associate, the request for the resurrection of the order by obtaining additional information from the customer to determine if the order should be recommended for resurrection;

placing, by the call center associate, the request on a queue, where a comment by the call center associate is provided with the request, with the comment indicating a recommendation to accept or decline the request for resurrection; and

reviewing, by a fraud team member, of a request for the resurrection of an order to determine if the request should be granted, where the request has been placed in the queue.

18. The method of claim 17, further comprising:

if the request is granted, then fulfilling the order.

19. The method of claim 17, further comprising:

if the request is not granted, then notifying the customer that the request for the resurrection of the order has been declined.

20. The method of claim 19, further comprising:

requesting the customer to seek another vendor for a product or service associated with the order.

21. The method of claim 17, further comprising:

purging a request for a resurrection of an order, where the request has been placed in the queue and has not been reviewed within a particular time frame.

22. The method of claim 17, further comprising:

tracking an event of a resurrection request for an order.

23. The method of claim 17, further comprising:

before evaluating the request, checking if an order is eligible of resurrection.

24. The method of claim 23, wherein an order is ineligible for resurrection if a predetermined number of previous requests for resurrection has been made for the order.

25. The method of claim 24, further comprising:

providing a replacement order for an order that is ineligible for resurrection if approval is provided by at least one designated individual.

26. The method of claim 17, wherein the order was obtained from an online shopping website.

27. The method of claim 17, wherein the order was obtained by use of a telecommunication equipment.

28. An apparatus for resurrecting an order for a product or service, the apparatus comprising:

a view order status module configured to show a status of an order;

a resurrection request module configured to queue an order that has been requested for resurrection, where the resurrection request includes a comment indicating whether to accept or decline the resurrection request; and

a rule application module configured to accept, reject and purge a request for an order that has been stored in a queue in the resurrection request module.