Systems and methods for determining whether to offer a reward at a point of return
Computerized decision-making systems and methods are described for determining whether to provide one or more rewards, such as a coupon or instant discount, to a customer requesting to make a merchandise return at a store, and, if so, to determine the terms of the reward, such as value, expiration date/time and other terms that may be associated with a coupon. The reward determinations may be implemented in conjunction with a system for authorizing the requested merchandise return transaction. Information about the requested return may be used together with data about the customer's past purchase, return transactions, and other customer-related data. In some embodiments, the determinations are based, at least in part, on store-related information and policies. The reward may be printed with a receipt issued to the customer at the point of return and/or may be provided to the customer using a wide variety of other communications technologies.
1. A computerized system for providing a reward incentive to a customer desiring to return merchandise to a merchant at a point of return, the system comprising:
a device operated by a clerk at a merchant facility, the device configured to receive information that identifies the clerk and the device further configured to receive information about a current merchandise return by a customer at a merchant's point of return within a merchant's physical location, wherein the current merchandise return comprises one or more items that the customer desires to return to the merchant for a credit;
at least one database comprising return data wherein the return data comprises information about return history of prior merchandise returns associated with the return of one or more items by customers to merchants; and
at least one decision engine comprising computer hardware having one or more computer processors configured to perform a first analysis regarding a return authorization that determines whether to authorize the credit for the current merchandise return;
wherein the decision engine is further configured to perform a second analysis regarding whether to offer a reward incentive to the customer at the point of return, wherein the reward incentive is in addition to a credit given for the returned items;
wherein the decision engine analyzes in the second analysis customer identification data to create a customer identity that correlates the customer identity with external customer information obtained from one or more external data sources, the external customer information comprising at least a customer's address;
wherein the decision engine in the second analysis uses the customer's address associated with the external customer information to determine a geographical distance from a customer's address to the merchant facility where the merchandise return transaction occurs;
wherein the decision engine in the second analysis determines whether to offer the reward incentive based on the geographical distance from the customer's address to the merchant facility;
wherein the decision engine further determines in the second analysis whether to offer the reward incentive by comparing a home address of the clerk with the customer's address associated with the external customer information;
wherein the decision engine further determines in the second analysis whether to offer the reward incentive based at least in part on the information about the current merchandise return, wherein the decision engine determines a reward incentive that provides a discount for different types of items than the items being returned by the customer;
wherein the decision engine further determines in the second analysis whether to offer the reward incentive based at least in part on the authorization of the credit for the current merchandise return;
wherein the decision engine further determines in the second analysis whether to offer the reward incentive based at least in part on the return history; and
wherein the device, in response to the determinations by the decision engine, provides the return authorization and provides the reward incentive at the point of return within the merchant's physical location, wherein the reward incentive incentivizes the customer to make a purchase with at least a portion of the credit before leaving the merchant's physical location.
2. The computerized system of claim 1 wherein the reward incentive is based at least in part on the age of a receipt associated with the current merchandise return.
3. The computerized system of claim 1 wherein the database further comprises information about the customer's profitability to the merchant and wherein the decision engine is further configured to determine whether to issue the reward incentive based at least in part on the customer's profitability to the merchant.
4. The computerized system of claim 1 wherein the reward incentive is based at least in part on whether the current merchandise return is for a cash exchange.
5. The computerized system of claim 1 wherein the decision engine is further configured to determine at least one of the group consisting of: value of the reward incentive, a percentage discount offered by the reward incentive, a dollar discount offered by the reward incentive, an expiration time, an expiration date, at least one eligible product, at least one eligible product category, at least one eligible store location for reward incentive redemption, at least one retailer who is not the merchant, whether or not the reward incentive may be used online or in a physical store or both, and at least one eligible department for reward incentive redemption.
6. The computerized system of claim 1 wherein the reward incentive is customized based at least in part on the geographic distance from locations of past returns.
7. The computerized system of claim 1 wherein the reward incentive is valid for at least one of the group consisting of a predetermined time period, for less than a day, for one hour, for a time period between one hour and a day, for exchanges, current purchases and future purchases of merchandise offered by the merchant.
8. The computerized system of claim 1 further comprising a database of merchant return authorization policies and wherein the decision engine is further configured to determine whether to issue a reward incentive based at least in part on the merchant return authorization policies set by a retailer or a manufacturer.
9. The computerized system of claim 1 wherein the decision engine is further configured to determine whether to issue a reward incentive based at least in part on the amount of recent returns, and the number of returns made by the customer in a geographical area during a given period.
10. The computerized system of claim 1 wherein the decision engine is further configured to determine whether to issue a reward incentive based at least in part on at least one of the group consisting of SKU identifier of the item being returned, merchant identifier, inventory, merchandise mix, mix of sales by SKU identifier, mix of inventory by SKU identifier, store sales performance, store profitability, average sale amount for the store, average return amount for the store, current reward incentives, current sales promotions, store location, and local demographics.