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 web page configured to receive merchandise return data, the web page used by customers to transact a portion of a current merchandise return, wherein the current merchandise return comprises one or more items that the customer desires to return to the merchant for a credit, wherein the web page obtains customer identification data about the customer submitting the merchandise return;
a device operated by a clerk at a merchant facility, the device further configured to receive additional information about 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 the one or more items that the customer desires to return to the merchant for a credit;
a customer return data repository implemented as a plurality of servers operating as a server farm under management of one or more clustering technologies, the customer return data repository in communication with the web page and the device, wherein the customer return data repository comprises 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 configured to perform a first analysis regarding a return authorization that determines whether to authorize the credit for the current merchandise return, the decision engine in communication with the plurality of servers, the decision engine configured to access the customer return data repository and identify return history data associated with the customer submitting the merchandise return based at least in part on the customer identification data;
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 at least a customers address;
wherein the decision engine in the second analysis uses the customers address to automatically calculate a geographical distance from a customers 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 customers address to the merchant facility;
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 the information about the current merchandise return stored in the customer return data repository, 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; 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.
11. A method for providing a reward incentive to a customer desiring to return merchandise to a merchant at a point of return, the method comprising:
receiving merchandise return data via a web page that can be used by customers to transact a portion of a current merchandise return, wherein the current merchandise return comprises one or more items that the customer desires to return to the merchant for a credit;
receiving customer identification data for the customer submitting the merchandise return request via the web page;
receiving at a device operated by a clerk at a merchant facility, additional information about the 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 the one or more items that the customer desires to return to the merchant for a credit;
storing in a customer return data repository comprising at least one database of 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 the customer return data repository implemented as a plurality of servers operating as a server farm under management of one or more clustering technologies; and
performing a first analysis with at least one decision engine comprising computer hardware, the first analysis determining whether to authorize the credit for the current merchandise return, the decision engine in communication with the plurality of servers, the decision engine configured to access the customer return data repository and identify return history data associated with the customer submitting the merchandise return based at least in part on the customer identification data;
performing a second analysis with the decision engine 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;
analyzing with the decision engine customer identification data to create a customer identity that correlates the customer identity with at least a customer's address;
using the customer's address to automatically calculate a geographical distance from a customer's address to the merchant facility where the merchandise return transaction occurs;
determining with the decision engine whether to offer the reward incentive based on the geographical distance from the customer's address to the merchant facility, wherein determining whether to offer the reward incentive is based at least in part on the return history and information about the current merchandise return stored in the customer return data repository, 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 and further determining whether to offer the reward incentive based at least in part on the authorization of the credit for the current merchandise return; and
in response to the determinations by the decision engine, the device 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.
12. The method of claim 11 wherein the reward incentive is based at least in part on the age of a receipt associated with the current merchandise return.
13. The method of claim 11 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.
14. The method of claim 11 wherein the reward incentive is based at least in part on whether the current merchandise return is for a cash exchange.
15. The method of claim 11 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.
16. The method of claim 11 wherein the reward incentive is customized based at least in part on the geographic distance from locations of past returns.
17. The method of claim 11 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.
18. The method of claim 11 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.
19. The method of claim 11 wherein the decision engine further determines 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.
20. The method of claim 11 wherein the decision engine further determines 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.