System and method for the customized processing of returned merchandise

• US 20060149577A1
• Filed: 01/25/2005
• Published: 07/06/2006
• Est. Priority Date: 12/30/2004
• Status: Abandoned Application

• Current Assignee: Newgistics Incorporated (Böwe Systec AG)
• Original Assignee: Newgistics Incorporated (Böwe Systec AG)
• Inventors: Kern, Douglas J., Combs, Terrance J., Mitchell, Janet M., Trulove, Paul A., Robinson, Tushon, Stashluk, Edward J. Jr.
• Application Number:
  US11/042,378
• Publication Number:
  US 20060149577A1
• Time in Patent Office: Days
• US Class Current: 705/10
• CPC Class Codes: G06Q 10/0837 Return transactions
• CPC Class Codes: G06Q 10/087 Inventory or stock management, e.g. order filling, procurement or balancing against orders
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G07B 17/00024 Physical or organizational aspects of franking systems

Abstract

A system and method for providing macro based returns services that may be customized for particular retailers, customer or items. Forward files may be used to trigger particular actions in the return process. Analytics may be gathered and used to differentiate customers utilizing the returns process in order to optimize the retailers business and evolve the relationship with the customer. Customer information and information specific to the retailer or items can also be used to drive customized marketing initiatives triggered during the returns process.

Claims

1. A method for the customized processing of returned merchandise comprising:

storing information associated with a customer in a database, the information comprising a returns history and a purchase transaction history of the customer;

analyzing at least one of the returns history and the purchase transaction history to determine at least one reportable parameter; and

categorizing the customer into at least one of a plurality of pre-defined customer segments based on the reportable parameter.

2. The method of claim 1, wherein categorizing the customer into the at least one customer segment comprises grouping the customer with a plurality of other customers sharing like characteristics.

3. The method of claim 1, wherein the at least one reportable parameter comprises a return rate.

4. The method of claim 1, wherein the at least one reportable parameter comprises a customer value.

5. The method of claim 1, further comprising selecting a marketing promotion to offer the customer based on the categorization of the customer into the at least one customer segment.

6. The method of claim 5, further comprising:

receiving additional information from the customer, the additional information comprising a request to return an item of merchandise;

communicating a message to the customer that includes the marketing promotion.

7. The method of claim 6, wherein:

categorizing the customer into the at least one customer segment comprises categorizing the customer into an elite buyer customer segment; and

communicating the message to the customer comprises communicating an offer to pay for the shipping of the item of merchandise.

8. The method of claim 6, wherein:

categorizing the customer into the at least one customer segment comprises categorizing the customer into a growth segment; and

communicating the message to the customer comprises communicating a survey to the customer to obtain more information about the return history of the customer.

9. The method of claim 6, wherein:

categorizing the customer into the at least one customer segment comprises categorizing the customer as a problem customer; and

the method further comprises removing the customer from a retailer'"'"'s customer list to prevent the customer from receiving future promotions and advertising.

10. The method of claim 6, wherein:

categorizing the customer into the at least one customer segment comprises categorizing the customer into a first-time buyer category; and

the method further comprises selecting a marketing promotion to offer the customer based on the categorization of the customer into the first-time buyer category.

11. The method of claim 10, further comprising:

receiving additional information from the customer, the additional information comprising a request to return an item of merchandise;

communicating a message to the customer that includes the marketing promotion.

12. The method of claim 6, wherein the message comprises an offer for a reduction in return shipping fees by an amount that is determined based on the categorization of the customer.

13. The method of claim 1, further comprising communicating a message to the customer based on the categorization of the customer into the at least one customer segment, the message comprising an invitation to visit a store of a retailer that is local to the customer.

14. The method of claim 1, wherein:

each of the at least one categories comprises a plurality of customers;

the method further comprising performing return analytics to provide a report to a retailer that summarizes customer behavior for the plurality of customers on a global basis.

15. The method of claim 1, wherein categorizing the customer into the at least one customer segment comprises categorizing the customer based on at least one of an annual order value, a customer activity level, and a customer loyalty measure.

16. The method of claim 1, wherein categorizing the customer into the at least one customer segment comprises categorizing the customer based on whether the customer uses a particular return process for returning at least one item of unwanted merchandise.

17. A method for the customized processing of returned merchandise comprising:

storing customer and transaction information associated with a plurality of customers in a customer database;

storing a plurality of retailer-specific rules in a retailer database;

categorizing each of the plurality of customers into a plurality of pre-defined customer segments based on the customer and transaction information; and

communicating a message to a selected one of the plurality of customers based on the categorization of the selected customer in accordance with a retailer-specific rule.

18. The method claim 17, wherein:

the customer information identifies at least the names of the plurality of customers; and

the transaction information comprises a purchase transaction history summarizing one or more previous merchandise orders for each customer.

19. The method of claim 17, wherein the categorization of each of the plurality of customers into the customer segments is based on a return rate.

20. The method of claim 17, wherein the categorization of each of the plurality of customers into the customer segments is based on a customer value.

21. The method of claim 17, wherein communicating the message comprises communicating a marketing promotion to the customer.

22. The method of claim 17, further comprising:

receiving additional information from the selected customer before communicating the message to the selected customer, the additional information comprising a request to return an item of merchandise.

23. The method of claim 22, wherein:

categorizing the plurality of customers into the customer segments comprises categorizing the selected customer into an elite buyer customer segment; and

communicating the message to the selected customer comprises communicating an offer to pay for the return shipping of the item of merchandise.

24. The method of claim 22, wherein:

categorizing the plurality of customers into the customer segments comprises categorizing the selected customer into a growth segment; and

communicating the message to the selected customer comprises communicating a survey to obtain more information about the return history of the selected customer.

25. The method of claim 17, wherein:

categorizing the plurality of customers into the customer segments comprises categorizing the selected customer into a first-time buyer category.

26. The method of claim 17, further comprising performing return analytics to provide a report to a retailer that summarizes customer behavior for the plurality of customers on a global basis.

27. The method of claim 17, wherein each of the plurality of customers are categorized into a selected customer segment based on at least one of an annual order value, a customer activity level, and a customer loyalty measure.

28. The method of claim 17, wherein the message is communicated to the selected customer upon the occurrence of a triggering event.

29. The method of claim 17, wherein the message is communicated as a scheduled event.

30. A system for the customized processing of returned merchandise comprising:

a retailer communicatively coupled to a data network;

a returns server communicatively coupled to the data network, the returns server operable to receive customer and transaction information from the retailer and store the customer and transaction information in a database, the returns server comprising logic operable to;

identify a series of transaction events associated with a return process; and

perform the series of transaction events without human involvement upon the occurrence of a triggering event.

31. The system of claim 30, wherein the customer and transaction information is received from the retailer as a forward file;

the returns server operable to store the customer and transaction information in the database before a return communication is received from a customer.

32. The system of claim 31, wherein the forward file is transmitted from the retailer to the returns server on a periodic basis.

33. The system of claim 31, wherein the forward file is downloaded, from a database associated with the retailer, by the returns server on a periodic basis.

34. The system of claim 31, wherein the forward file is transmitted from the retailer to the returns server on a real-time basis.

35. The system of claim 30, wherein the logic is further operable to convert the customer and transaction information from a first protocol to a second protocol.

36. The system of claim 30, wherein the logic is further operable to:

receive a returns communication; and

detect that the returns communication comprises a triggering event.

37. The system of claim 36, wherein:

the returns communication comprises a return authorization request for an item of merchandise; and

at least one of the series of transaction events comprises a return authorization response.

38. The system of claim 36, wherein:

the returns communication comprises a customer return communication identifying an item of merchandise for return; and

at least one of the series of transaction events comprises the initiation of a return process.

39. The system of claim 38, wherein the initiation of the return process comprises the generation of a return shipping label having machine readable data representing at least the identification of a retailer associated with the returned item.

40. The system of claim 39, wherein the machine readable data includes at least a purchase transaction identifier.

41. The system of claim 39, wherein the machine readable data includes an order number.

42. The system of claim 39, wherein the machine readable data includes a customer identifier.

43. The system of claim 39, wherein the machine readable data includes a product identifier.

44. The system of claim 39, wherein the machine readable data comprises at least one variable length barcode, the length of the at least one barcode determined by the retailer.

45. The system of claim 39, wherein the returns server is further operable to electronically communicate the shipping label to a customer using a web application.

46. The system of claim 39, wherein the returns server is further operable to electronically communicate the shipping label to a customer in an email.

47. The system of claim 39, wherein the returns server is further operable to fax the return label to the customer.

48. The system of claim 39, wherein the returns server is further operable to generate the return label for mailing to the customer.

49. The system of claim 39, wherein the logic is further operable to charge a credit account of the customer for return shipping fees associated with the return label.

50. The system of claim 39, wherein the return shipping fees associated with the return label are to be deducted from a refund amount remitted to the customer.

51. The system of claim 36, wherein:

the returns communication comprises scan information received from a shipping carrier, the scan information associated with a return package including an item of returned merchandise; and

at least one of the series of transaction events comprises providing status information to a retailer associated with the sale of the item of returned merchandise.

52. The system of claim 36, wherein:

the returns communication comprises scan information received from a shipping carrier, the scan information associated with a return package including an item of returned merchandise; and

at least one of the series of transaction events comprises providing status information to a customer associated with the item of returned merchandise.

53. The system of claim 36, wherein:

the returns communication comprises a customer returns communication requesting status information for an item of returned merchandise associated with a customer; and

at least one of the series of transaction events comprises providing status information to the customer.

54. The system of claim 36, wherein:

the returns communication comprises a customer returns communication identifying an item of merchandise for return from a customer; and

at least one of the series of transaction events comprises providing a personalized promotion to the customer.

55. The system of claim 30, wherein:

the returns server is further operable to store a retailer rule in the database identifying a triggering event and a transaction event to be performed; and

the logic further operable to;

detect the occurrence of the triggering event associated with the retailer rule; and

perform the transaction event

56. The system of claim 55, wherein:

the triggering event comprises a return communication received from a customer, the return communication identifying a item of merchandise; and

the transaction event comprises bypassing a returns process.

57. The system of claim 30, wherein the logic is further operable to categorize each of a plurality of customers into a plurality of pre-defined customer segments based on the customer and transaction information.

58. The system claim 57, wherein:

the customer information identifies at least the names of the plurality of customers; and

the transaction information comprises a purchase transaction history summarizing one or more previous merchandise orders for each customer.

59. The system of claim 57, wherein the categorization of each of the plurality of customers into the customer segments is based on a return rate.

60. The system of claim 57, wherein the categorization of each of the plurality of customers into the customer segments is based on a customer value.

61. The system of claim 57, wherein at least one of the series of transaction events comprises communicating a marketing promotion to a customer.

62. The system of claim 30, wherein at least one of the series of transaction events comprises communicating, to a customer, an offer to pay for a return shipping fee associated with an item of merchandise.

63. The system of claim 30, wherein at least one of the series of transaction events comprises communicating, to a customer, a survey to obtain more information from the customer.

64. The system of claim 30, wherein the logic is further operable to perform return analytics to provide a report to the retailer that summarizes customer behavior for a plurality of customers.

65. The system of claim 30, wherein the logic is further operable to categorize each of a plurality of customers into a plurality of pre-defined customer segments based on at least one of an annual order value, a customer activity level, and a customer loyalty measure.

66. The system of claim 30, wherein the triggering event is a scheduled event.

67. The system of claim 30, wherein the triggering event is the scanning of a return label associated with a return package.