Method and apparatus for enabling purchasers of products to obtain return information and to initiate product returns via an on-line network connection

• US 9,292,854 B2
• Filed: 12/09/2013
• Issued: 03/22/2016
• Est. Priority Date: 10/02/1996
• Status: Expired due to Term

• Current Assignee: e2Interactive Incorporated
• Original Assignee: e2Interactive Incorporated
• Inventors: Junger, Peter J., Shoecraft, Cassandra B., Koon, David G.
• Primary Examiner(s): JOHNSON, GREGORY L
• Application Number:
  US14/100,696
• Publication Number:
  US 20140172726A1
• Time in Patent Office: 834 Days
• Field of Search: 705/340, 705/302, 705/303
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/00 Administration; Management
• CPC Class Codes: G06Q 10/0833 Tracking
• CPC Class Codes: G06Q 10/0835 Relationships between shipper or supplier and carriers
• CPC Class Codes: G06Q 10/0837 Return transactions
• CPC Class Codes: G06Q 30/00 Commerce
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions
• CPC Class Codes: G06Q 40/00 Finance; Insurance; Tax strategies; Processing of corporate or income taxes
• CPC Class Codes: G06Q 40/04 Trading; Exchange, e.g. stocks, commodities, derivatives or currency exchange

Abstract

An electronic registration system facilitates authorized product returns. A retailer sales associate is prompted to enter individual product identification information such as an individual serial number. This individual product identification information is stored in a database, along with the date on which the product was sold and an appropriate UPC code, SKU number, or manufacturer code. A check digit algorithm may be used to verify the serial number prior to storage. A sales receipt may be imprinted with at least the date of the transaction and the serial number. When a product is returned, the retailer may cross-reference the serial number on the product with that on the receipt to verify the sales receipt. Otherwise, the database may be searched for sales information. A customer may also access a return authorization engine via the Internet to obtain return approval, an authorization number, return instructions, etc.

Claims

1. An electronic registration (ER) system, comprising:

a product return database that stores product return information for a plurality of products previously purchased from a remotely located e-tailer; and

a processing system including at least one processor, the processing system being configured to at least;

receive from a party over a computer-mediated network from a user interface accessible by a purchaser of the product that is involved in the return and/or warranty transaction, a product identifier for a product involved in a return and/or warranty transaction, wherein the party is not the e-tailer and is tasked with performing return and/or warranty services,

query, by the processing system, the product return database to determine, using the received product identifier, whether the product involved in the return and/or warranty transaction qualifies for return and/or warranty service, and

generate return and/or warranty authorization information in response to a determination that the product involved in the return and/or warranty transaction qualifies for return and/or warranty service; and

transmit return and/or warrant authorization information from the processing system to the party, thereby enabling the product to be processed by the party;

wherein the e-tailer does not physically process the product prior to the party physically receiving the product.

2. The system of claim 1, wherein the processing system is further configured to provide general product information if the product does not qualify for return and/or warranty service, the general product information comprising:

a return policy, set-up information, repair information, warranty information, and/or one or more service locations.

3. The system of claim 1, wherein the party tasked with performing return and/or warranty service is a manufacturer and the e-tailer and manufacturer are separate entities.

4. The system of claim 1, wherein the return and/or warranty authorization information comprise return shipping instructions, how and from where to expect a refund, how and from where to expect an exchange, and/or an estimated processing time.

5. The system of claim 1, wherein the product identifier includes a product serial number.

6. The system of claim 1, wherein the product identifier uniquely identifies the product involved in the return and/or warranty transaction.

7. The system of claim 6, wherein the product identifier is a serial number/UPC combination.

8. The system of claim 1, further comprising a tracking subsystem configured to enable purchasers to look up status information concerning return and/or warranty service requests.

9. A method of processing return and/or warranty service requests, the method comprising:

receiving from a party a computer-mediated network connection from a user interface, a product identifier for a product previously purchased from an e-tailer, wherein the first party is not the e-tailer and is tasked with performing return and/or warranty services;

querying by the processing system using the received product identifier, a computer database storing product return and/or warranty information for a plurality of previously purchased products;

determining by the processor that the product qualifies for return and/or warranty service, the determination based at least in part on the product identifier;

generating via at least one processor return and/or warranty related instructions; and

,

transmitting the return and/or warranty related instructions to the first party, enabling the product to be processed by the first party;

wherein the e-tailer does not physically process the product prior to the first party physically receiving the product.

10. The method of claim 9, further comprising transmitting the return and/or warranty related instructions to a customer from, or on behalf of, whom the product identifier was received, in response to the determination that the product qualifies for return and/or warranty service.

11. The method of claim 10, wherein the return and/or warranty related instructions include a return authorization number and return instructions.

12. The method of claim 9, further comprising providing general product information to a consumer from, or on behalf of, whom the product identifier was received, in response to a determination that the product does not qualify for return and/or warranty service.

13. The method of claim 9, wherein the product identifier includes a serial number that uniquely identifies the product.

14. The method of claim 9, wherein the first party is a manufacturer.

15. The method of claim 9, wherein the first party is a return center that is not affiliated with the e-tailer.

16. The method of claim 9, further comprising generating status information concerning a return and/or warranty service related operation, the status information indicating whether:

a return authorization (RA) number has been generated, a returned product has been received by the product'"'"'s manufacturer, a request for refund is being processed, and/or a refund has been issued.

17. A non-transitory computer readable storage medium tangibly storing a program comprising instructions that, when run, aid in managing an electronic registration (ER) system by at least:

receiving from a first party over a computer-mediated network connection from a user interface, a product identifier for a product previously purchased from an e-tailer, wherein the first party is not the e-tailer and is tasked with performing return and/or warranty services;

querying by the processing system using the received product identifier, a computer database storing product return and/or warranty information for a plurality of previously purchased products;

determining by the processor that the product qualifies for return and/or warranty service, the determination based at least in part on the product identifier;

generating via at least one processor return and/or warranty related instructions; and

,

transmitting the return and/or warranty related instructions to the first party, enabling the product to be processed by the first party;

wherein the e-tailer does not physically process the product prior to the first party physically receiving the product.

18. The non-transitory computer readable storage medium of claim 17, wherein the program comprises further instructions for at least:

receiving, via an interface accessible by a return center, a first message from the return center that a returned product has been received;

generating a confirmation message when the first message is received; and

sending the confirmation message to a party responsible for providing a refund or exchange to a consumer who initiated the return and/or warranty service.