Dynamic determination of item returns during transit

• US 7,617,133 B1
• Filed: 11/12/2004
• Issued: 11/10/2009
• Est. Priority Date: 11/12/2004
• Status: Active Grant

• Current Assignee: Amazon Technologies, Inc. (Amazon.com, Inc.)
• Original Assignee: Amazon Technologies, Inc. (Amazon.com, Inc.)
• Inventors: Antony, Felix F., Kaufman, Donald, Evarts, Jeffrey D., Yang, Weiling
• Primary Examiner(s): Pond; Robert M.
• Application Number:
  US10/987,214
• Time in Patent Office: 1,824 Days
• Field of Search: 705/27, 705/26, 705/28
• US Class Current: 705/26.7
• CPC Class Codes: G06Q 10/08 Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
• 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 30/0601 Electronic shopping [e-shopping]
• CPC Class Codes: G06Q 30/0631 Item recommendations
• CPC Class Codes: G06Q 30/0641 Shopping interfaces
• CPC Class Codes: G06Q 50/26 Government or public services business processes related to the transportation industry G06Q50/40
• CPC Class Codes: G06Q 50/60 Business processes related to postal services shipping G06Q10/083; franking apparatus G07B17/00

Abstract

Techniques are described for automatically and dynamically determining how to handle items being returned from customers while the items are in transit. Various factors may be considered to determine appropriate item return handling, including by assessing current conditions at the time of the determination. In addition, the dynamic item return handling may include selecting one of various potential return destinations for each item being returned and one of various types of return routing for the return. In some situations, the item return handling is performed for an item being returned from a customer while the item is at an intermediate shipping location, such as a selected location to which the customer was directed to send the item. This abstract is provided to comply with rules requiring an abstract, and with the intention that it will not be used to interpret or limit the scope or meaning of the claims.

Claims

1. A computer-implemented method for dynamically routing items being returned from customers to appropriate final return destinations while the items are in transit, the method comprising:

for each of multiple customers of an online merchant,

shipping an ordered item to the customer from an item distribution center of the merchant; and

providing information to the customer for use in returning the item, the information directing the item to be shipped to a third-party item shipping location; and

for each of one or more third-party item shipping locations,

at the item shipping location, identifying one or more items that each have been received at the item shipping location from a customer who shipped the item as part of returning the item to the merchant;

at a first time after the identifying and without the identified items being removed from the item shipping location, and under control of one or more configured computing devices,

automatically obtaining information about current values at the first time for conditions corresponding to multiple possible final return destinations for the identified items, each of one or more of the conditions being a changing condition such that the current value for the changing condition is distinct from other values for the changing condition at other times, and the current values for the conditions being unknown when the identified items were previously shipped to the item shipping location; and

for each of the identified items, automatically determining one of the multiple possible final return destinations for the identified item based at least in part on the obtained information about the current values for the conditions; and

sending each of the identified items from the item shipping location to the automatically determined final return destination for the item, so that determination of an appropriate final return destination for an item occurs dynamically while the item is being returned.

2. The method of claim 1 wherein the information provided to each of the customers includes a zip code associated with the merchant such that an item shipped to the associated zip code will be sent to an intermediate shipping location identified by a third-party shipping organization.

3. The method of claim 2 wherein the third-party shipping organization is a governmental postal service, and wherein the third-party item shipping location to which an item from a customer is shipped is one of multiple regional bulk mail centers of the governmental postal service that is geographically proximate to the customer.

4. The method of claim 3 wherein the automatically determined final return destinations for the items being returned from customers include an item distribution center of the merchant and other customers of the merchant to whom the items are directed to fulfill orders.

5. The method of claim 1 wherein the merchant is a Web merchant, wherein the providing of the information to each of the customers is performed in response to a request from the customer to return the item, the request being received based on one or more interactions of the customer with a Web site of the Web merchant, and wherein the providing includes selecting the third-party item shipping location based at least in part on the customer and/or the item and further includes providing to the customer via the Web site a shipping label addressed to the selected shipping location for use in shipping the item being returned.

6. The method of claim 1 wherein the information provided to each of the customers includes a shipping label that will direct a package containing an item being returned to the third-party shipping location, wherein each of the shipping labels provided to a customer for returning an item includes device-readable encoded information specific to the customer and/or the item, and wherein the identifying of an item received from a customer at an item shipping location includes reading the encoded information on the shipping label on a package containing the item.

7. The method of claim 1 wherein each of the items received at an item shipping location are included as contents of an item package, and wherein the sending of each of the items from an item shipping location to an automatically determined return destination for the item includes automatically generating a new shipping label directed to the determined return destination and includes applying the generated new shipping label to the item package containing the item before shipping the item package from the item shipping location, the applying performed without opening the item package containing the item.

8. The method of claim 1 wherein the sending of each of the items from an item shipping location to an automatically determined final return destination for the item without removing the identified items from the item shipping location includes performing cross-docking from a group of incoming packages at the item shipping location to a group of outgoing packages at the item shipping location.

9. The method of claim 1 wherein the providing of information to each of at least some of the customers includes directing an item being returned to be shipped to the item shipping location for retrieval therefrom by the merchant, wherein the identifying of items received from customers at item shipping locations is performed repeatedly by one or more representatives of the merchant who retrieve those directed items at the item shipping locations, and wherein the sending of each of the identified items from the item shipping location is performed by at least one of the representatives in response to automated instructions received from a computing system of the merchant.

10. A computer-implemented method for dynamically determining a return destination for an item being returned while the item is in transit, the method comprising:

providing information to direct an item being returned from a customer to a third-party intermediate facility from which items can be shipped;

under control of one or more configured computing devices, and for a first time after the item being returned is received at the third-party intermediate facility,

obtaining information about current values at the first time for conditions corresponding to multiple possible return destinations for the item, each of one or more of the conditions being a changing condition such that the current value for the changing condition is distinct from other values for the changing condition at other times; and

automatically determining one of the multiple possible return destinations as being an appropriate return destination for the item based at least in part on the obtained information about the current values for the conditions; and

without the item being removed from the third-party intermediate facility, initiating shipping of the item from the third-party intermediate facility to the automatically determined return destination.

11. The method of claim 10 wherein the item was previously provided to the customer by a merchant, and wherein the provided information includes a zip code associated with the merchant and/or with a party performing processing of returns for the merchant.

12. The method of claim 10 wherein the provided information includes a zip code associated with a destination distinct from the third-party intermediate facility.

13. The method of claim 10 wherein the item was previously provided to the customer by a merchant, and wherein the provided information includes a destination indicator associated with the merchant and/or with a party performing processing of returns for the merchant.

14. The method of claim 10 wherein the providing of the information to direct an item being returned to a third-party intermediate facility includes selecting the intermediate facility, and wherein the provided information includes destination information for the selected intermediate facility.

15. The method of claim 10 wherein the providing of the information is to the customer and is performed dynamically in response to an indication from the customer that the item is to be returned.

16. The method of claim 10 wherein the providing of the information is to the customer and is performed as part of providing the item to the customer.

17. The method of claim 10 wherein the third-party intermediate facility is an item shipping facility associated with a governmental postal service.

18. The method of claim 17 wherein the facility is one of multiple bulk mail centers of the governmental postal service.

19. The method of claim 10 wherein the third-party intermediate facility is a facility associated with a private shipping organization that is transporting the item.

20. The method of claim 10 wherein the item was previously provided to the customer by a merchant, and wherein the automatic determining of the return destination for the item is performed in response to identifying of the item at the third-party intermediate facility that is performed under control of a human representative of the merchant.

21. The method of claim 20 wherein the one or more configured computing devices include at least one portable computing device of the human representative.

22. The method of claim 20 wherein the identifying of the item includes automatically obtaining information about the item from an exterior of a package containing the item.

23. The method of claim 22 wherein the provided information is provided to the customer and includes a shipping label that contains information specific to the item, and wherein the obtained information from the package exterior is on the shipping label that is affixed to the package.

24. The method of claim 10 wherein the initiating of the shipping of the item from the third-party intermediate facility to the automatically determined return destination includes providing destination information corresponding to the return destination.

25. The method of claim 24 wherein the provided destination information is part of a new shipping label provided for a package containing the item.

26. The method of claim 24 wherein the initiating of the shipping of the item from the third-party intermediate facility to the automatically determined return destination includes cross-docking a package containing the item at the intermediate facility after the providing of the destination information.

27. The method of claim 10 wherein the item was previously provided to the customer by a merchant, wherein the automatic determining of the appropriate return destination is further based on an indication that the item is not defective, and wherein the determined return destination is an item distribution center of the merchant so that the returned item can be subsequently provided to another customer.

28. The method of claim 10 wherein the item was previously provided to the customer by a merchant, wherein the automatic determining of the appropriate return destination is further based on an indication that the item is not defective, and wherein the determined return destination is another customer to whom the merchant is providing the item.

29. The method of claim 10 wherein the item was previously provided to the customer by a merchant, wherein the automatic determining of the appropriate return destination is further based on an indication that the item is defective, and wherein the determined return destination is a repair facility and/or a destination associated with a party involved in supplying the item to the merchant before it was provided to the customer.

30. The method of claim 10 further including, after the item has been sent by the customer to the intermediate facility, receiving one or more indications from an administrative user to adjust how return destinations are dynamically determined for items and implementing the indicated adjustments so that the automatic determining of the return destination for the item will reflect the adjustments.

31. The method of claim 10 wherein the automatic determining of the return destination for the item is further based at least in part on multiple factors whose values are based on the current values for the conditions and on weightings assigned to the factors that indicate a relative influence of the factors on the automatic determining.

32. The method of claim 10 wherein the one or more changing conditions include conditions related to each of multiple of the possible return destinations that reflect one or more of an ability and/or need of that return destination to perform return processing for the item, an ability and/or need of that return destination to perform disposition processing for the item after the return processing is performed, and a cost and/or an amount of time to send the item to that return destination.

33. The method of claim 10 wherein the automatic determining of the one return destination for the item is further based on current conditions related to the item and/or to the customer.

34. The method of claim 10 wherein the item was previously provided to the customer by a merchant, and wherein the automatic determining of the return destination for the item is further based at least in part on one or more of an indication that the item has been recalled, a determined possibility that the return of the item involves fraud, a type of the item, information about past activities of the customer, a determined value of the customer to the merchant, preference information of the customer that is queried from the customer, and one or more reasons for the return.

35. The method of claim 10 wherein the conditions on which the appropriate return destination for the item is automatically determined include at least one of the changing conditions such that the appropriate return destination determined for the item is distinct from another return destination that would be determined to be appropriate for the item if the item is returned from the customer to the third-party intermediate facility at another time at which one or more of the at least one changing conditions has changed.

36. The method of claim 10 wherein the conditions on which the appropriate return destination for the item is automatically determined include a level of inventory of the item at the determined return destination and at each of one or more other of the multiple possible return destinations.

37. The method of claim 10 wherein the conditions on which the appropriate return destination for the item is automatically determined include a level of demand for the item at the determined return destination and at each of one or more other of the multiple possible return destinations.

38. The method of claim 10 wherein the conditions on which the appropriate return destination for the item is automatically determined include an amount of storage space available for the item at the determined return destination and at each of one or more other of the multiple possible return destinations.

39. The method of claim 10 wherein the conditions on which the appropriate return destination for the item is automatically determined include an amount of labor capacity available for handling a return of the item at the determined return destination and at each of one or more other of the multiple possible return destinations.

40. The method of claim 10 wherein the conditions on which the appropriate return destination for the item is automatically determined include one or more changing conditions related to the third-party intermediate facility.

41. The method of claim 10 wherein the current values of the conditions on which the appropriate return destination for the item is automatically determined include one or more current values that are unknown at a time of the providing of the information to direct the item being returned to the third-party intermediate facility.

42. The method of claim 10 wherein the current values for each of at least one of the changing conditions is different from a value of that changing condition at a time of the providing of the information to direct the item being returned to the third-party intermediate facility.

43. A computer-readable medium whose contents include instructions that when executed configure a computing device to direct an item to be dynamically routed to a destination while the item is in transit, the directing of the item comprising:

identifying an intermediate location of a package before the package has reached an unknown destination, the package containing one or more items that are in transit to the unknown destination; and

at a first time at which the package is at the identified intermediate location,

under control of the configured computing device, dynamically determining an appropriate destination for the items based on current values at the first time for conditions that correspond to multiple possible destinations for the item, the dynamic determining including obtaining information about the current values, each of one or more of the conditions being a changing condition such that the current value for the changing condition is distinct from other values for the changing condition at other times;

causing information associated with the package to be modified so as to identify the dynamically determined destination as the destination for the package; and

initiating dispatch of the package from the intermediate location to the dynamically determined destination.

44. The computer-readable medium of claim 43 wherein the one or more items were previously provided to a customer, wherein the package containing the items is in transit from the customer based on the customer returning the items, and wherein the dynamically determined destination for the item is a final return destination for the items.

45. The computer-readable medium of claim 43 wherein the identified intermediate location is an item shipping facility operated by a third-party shipping organization that is transporting the package.

46. The computer-readable medium of claim 43 wherein the computing device is further configured to, for each of multiple distinct packages sent by multiple distinct entities, direct the package to an appropriate destination that is determined for the package based at least in part on the entity that sent the package.

47. The computer-readable medium of claim 46 wherein, for each of the multiple distinct packages, the directing of the package to the determined appropriate destination for the package is performed for a fee charged to the entity that sent the package.

48. The computer-readable medium of claim 46 wherein the multiple entities are distinct merchants, and wherein the determining of an appropriate destination for a package sent by a merchant is based on invocation on behalf of the merchant of one or more Web services provided by the computing device.

49. The computer-readable medium of claim 43 wherein the causing of the information associated with the package to be modified includes directing a human operator to modify the package to include an identification of the dynamically determined destination.

50. The computer-readable medium of claim 43 wherein the causing of the information associated with the package to be modified includes causing a shipping label directed to the dynamically determined destination to be generated.

51. The computer-readable medium of claim 43 wherein the computer-readable medium is a memory of a computing device.

52. A computing system configured to dynamically route an item being returned to a destination while the item is in transit, comprising:

one or more processors;

a first component that is configured to, when executed by at least one of the one or more processors, provide an indication to a customer of a destination indicator for a return of an item;

a second component that is configured to, when executed by at least one of the one or more processors, automatically select one of multiple potential return destinations for the item based on current values at a time of the selecting for conditions that correspond to at least one of the multiple potential return destinations, the automatically selected return destination being distinct from an intermediate location of the item during transit from the customer to a destination, the automatic selecting of the one return destination including obtaining information about the current values, each of one or more of the conditions being a changing condition such that the current value for the changing condition is distinct from other values for the changing condition at other times; and

a third component that is configured to, when executed by at least one of the one or more processors, and after the item is received at the intermediate location from the customer, facilitate shipping of the item from the intermediate location to the automatically selected return destination.

53. The computing system of claim 52 wherein the second component is further configured to automatically select the return destination for the item in a dynamic manner while the item is at the intermediate location.

54. The computing system of claim 52 wherein the intermediate location is an item shipping facility, and wherein the facilitating of the shipping of the item from the intermediate location to the automatically selected return destination is performed without removing the item from the item shipping facility by using cross-docking techniques.

55. The computing system of claim 52 wherein the first, second and third components are executing in memory of the computing system.

56. The computing system of claim 52 wherein the first component consists of a means for providing the indication to the customer of the destination indicator for the return of the item, wherein the second component consists of a means for automatically selecting the one potential return destination for the item based on the current values at the time of the selecting for the conditions that correspond to at least one of the multiple potential return destinations, and wherein the third component consists of a means for facilitating shipping of the item from the intermediate location to the automatically selected return destination.