System and method for self-service returns
Systems, apparatuses, and methods are provided herein for processing a merchandise return transaction. A system for processing a merchandise return transaction comprising: a user interface for allowing direct entry of information by a customer without assistance from a worker; a database; and a control circuit coupled to the user interface and the database, the control circuit configured to execute the return transaction by: obtaining from the customer identifier relating to a purchase transaction in which at least one item was previously purchased; identifying a product item from the purchase transaction to be returned; obtaining from the customer a reason for the product item to be returned; obtaining from the customer a preferred tender for the return transaction; authorizing the return; and providing instructions to the customer for returning the product item to a retail facility.
1 . A system for processing a merchandise return transaction for a retail item purchased by a customer from a retailer, the system comprising:
a fully automated self-service kiosk located within a retail facility associated with a retailer, the self-service kiosk comprising a printing device and a user interface, wherein the self-service kiosk is not staffed by any employee of the retailer;
a database containing data relating to purchase transactions, item information, store policies, warranty information, and customer profiles;
a control circuit communicably coupled to the self-service kiosk and the database; and
an application executing on an electronic device operable by a customer, the application communicably coupled to the control circuit and configured to:
display to the customer a first prompt to scan a purchase receipt relating to a purchase transaction in which an item was previously purchased;
obtain from the customer a scan of the purchase receipt relating to the purchase transaction in which the item was previously purchased;
display a list of items associated with the purchase receipt;
display a second prompt to provide a selection from the list identifying the item from the purchase transaction to be returned;
obtain from the customer the selection identifying the item from the purchase transaction to be returned;
display a third prompt on the user interface to provide a reason for the item to be returned;
obtain from the customer the reason for the item to be returned; and
display an instruction for delivering the item to the self-service kiosk located within the retail facility associated with the retailer;
the control circuit comprising a memory and configured to execute computer readable instructions stored on the memory, the computer readable instructions, when executed by the control circuit:
receives, from the application executing on the electronic device operable by the customer:
the scan of the purchase receipt relating to the purchase transaction in which the item was previously purchased;
the selection identifying the item from the purchase transaction to be returned; and
the reason for the item to be returned;
automatically authorizes, without assistance of any employee of the retailer, the return by analyzing data relating to at least one of purchase transactions, product information, store policies, warranty information, and customer profiles;
causes the application executing on the electronic device operable by the customer to display instructions for delivering the item to the self-service kiosk located within the retail facility associated with the retailer;
causes the printing device associated with the self-service kiosk to print a return label comprising a unique identifier relating to the return transaction; and
causes the user interface associated with the self-service kiosk to display instructions to affix the return label to the item and to deliver the item to the unattended drop-off area of the retail facility.
2 . The system of claim 1 , wherein the electronic device operable the by the customer is selected from the group consisting of a personal computer, a laptop computer, a handheld communication device, and a kiosk that is different from the self-service kiosk.
3 . The system of claim 1 , wherein the item is retrieved from the unattended drop-off area by an employee of the retailer at a time subsequent to the time of drop-off.
4 . The system of claim 1 , wherein the location of the retail facility where the item is to be returned is different from a location of a retail facility from which the item was purchased.
5 . The system on claim 1 , wherein a location of the electronic device operable by the customer is different from a location of the retail facility where the product item is to be returned, such that the customer may initiate the return transaction remotely from a location other than the location of the retail facility where the product item is to be returned.
6 . The system of claim 1 , wherein the control circuit is further configured to provide an alert to a store worker when at least one condition is satisfied.
7 . A method for processing a merchandise return transaction for a retail item purchased by a customer from a retailer, the method comprising:
by an application executing on an electronic device operable by a customer:
display to the customer a first prompt to scan a purchase receipt relating to a purchase transaction in which an item was previously purchased;
obtain from the customer a scan of the purchase receipt relating to the purchase transaction in which the item was previously purchased;
display a list of items associated with the purchase receipt:
display a second prompt to provide a selection from the list identifying the item from the purchase transaction to be returned;
obtain from the customer the selection identifying the item from the purchase transaction to be returned;
display a third prompt on the user interface to provide a reason for the item to be returned;
obtain from the customer the reason for the item to be returned; and
display an instruction for delivering the item to a fully automated self-service kiosk located within a retail facility associated with the retailer, wherein the self-service kiosk is not staffed by any employee of the retailer;
by a control circuit coupled the application executing on the electronic device operable by the customer, the control circuit comprising a memory and configured to execute computer readable instructions stored on the memory:
receive, from the application executing on the electronic device operable by the customer:
the scan of the purchase receipt relating to the purchase transaction in which the item was previously purchased;
the selection identifying the item from the purchase transaction to be returned; and
the reason for the item to be returned;
automatically authorize, without assistance of any employee of the retailer, the return by analyzing data relating to at least one of purchase transactions, product information, store policies, warranty information, and customer profiles; and
cause the application executing on the electronic device operable by the customer to display instructions for delivering the item to the self-service kiosk located within the retail facility associated with the retailer;
cause a printing device associated with the self-service kiosk to print a return label comprising a unique identifier relating to the return transaction; and
cause a user interface associated with the self-service kiosk to display instructions to affix the return label to the item and to deliver the item to the unattended drop-off area of the retail facility.
8 . The method of claim 7 , wherein the electronic device operable the by the customer is selected from the group consisting of a personal computer, a laptop computer, a handheld communication device, and a kiosk that is different from the self-service kiosk.
9 . The method of claim 7 , wherein the item is retrieved from the unattended drop-off area by an employee of the retailer at a time subsequent to the time of drop-off.
10 . The method of claim 7 , wherein the location of the retail facility where the item is to be returned is different from a location of a retail facility from which the item was purchased.
11 . The method of claim 7 , wherein a location of the electronic device operable by the customer is different from a location of the retail facility where the product item is to be returned, such that the customer may initiate the return transaction remotely from a location other than the location of the retail facility where the product item is to be returned.
12 . The method of claim 7 , wherein the control circuit is further configured to provide an alert to a store worker when at least one condition is satisfied.
13 . A system for processing an in-store merchandise return transaction for a retail item purchased by a customer in-store from one of a plurality of retail facilities of a retailer, the system comprising:
a fully automated in-store self-service kiosk located within one of the plurality of retail facilities, wherein the kiosk is not staffed by any employee of the retailer and is located in an area of the retail facility accessible by the customer in possession of the item, the self-service kiosk comprising:
a reader configured to identify a purchase transaction of the item to be returned; and
a user interface configured to allow a customer to enter information using the reader or a touchscreen display relating to the purchase transaction of the item to be returned;
a database containing data relating to purchase transactions, product information, store policies, warranty information, and customer profiles; and
a control circuit coupled to the self-service kiosk and the database, the control circuit comprising a memory and configured to execute computer readable instructions stored on the memory, the computer readable instructions, when executed by the control circuit, causing the self-service kiosk to:
display to the customer a first prompt on the user interface to scan a purchase receipt relating to a purchase transaction in which an item was previously purchased;
obtain from the customer, via the user interface or from the reader, a scan of the purchase receipt relating to the purchase transaction in which the item was previously purchased;
display a list of items associated with the purchase receipt;
display a second prompt on the user interface to provide a selection from the list identifying the item from the purchase transaction to be returned;
obtain from the customer, via the user interface or from the reader, the selection identifying the item from the purchase transaction to be returned;
display a third prompt on the user interface to provide a reason for the item to be returned;
obtain from the customer, via the user interface, the reason for the item to be returned;
automatically authorize, without assistance of any employee of the retailer, the return by analyzing data relating to at least one of purchase transactions, product information, store policies, warranty information, and customer profiles, wherein authorizing the return does not require assistance by a store worker; and
display instructions to the customer on the user interface for delivering the item to an unattended drop-off location in the retail facility where the kiosk is located, wherein the item is retrieved by an employee of the retailer at a time subsequent to the time of drop-off,
wherein the reader comprises at least one of a barcode reader and an image scanner, and
the computer readable instructions, when executed by the control circuit, enable the customer to perform the entire return transaction independently using the self-service kiosk such that the entire return transaction can be completed by the customer in the retail facility using only the self-service kiosk.