SYSTEMS AND/OR METHODS FOR DEFLECTING PRODUCT RETURNS
Certain example embodiments relate to techniques that seek to reduce the likelihood of a customer actually returning a product. Information about a product presented in connection a return transaction (and optionally the reason why the product is being presented) is received. A determination whether an award should be generated for the customer in exchange for the customer not returning the product under an applicable return policy is made. The award, with a calculated award amount, is presented for the customer, in exchange for the customer giving up the right to actually return the product under the applicable return policy. The determination that the award should be generated for the customer and the calculation of the award amount each are based on a set of one or more rules that are electronically applicable to at least some of the received information.
1 . A computer-implemented method of processing a product presented by a returning party in connection with a return transaction, the method comprising:
receiving information about the product presented in connection with the return transaction;
determining, via at least one processor, that an award is available for the returning party in exchange for the returning party not returning the product, the award being generatable regardless of whether the product qualifies for return under an applicable return policy;
calculating, via the at least one processor, an award amount for the award; and
presenting the award with the calculated award amount for the returning party, in exchange for the returning party giving up the right to return the product under the applicable return policy,
wherein the determination that the award should be generated for the returning party and the calculation of the award amount each are based on a set of one or more rules stored in a non-transitory computer readable storage medium, the set of rules being electronically applied to at least some of the received information about the product, in making the determination and performing the calculation.
2 . The method of claim 1 , wherein the product does not qualify for return under the applicable return policy.
3 . The method of claim 1 , wherein the received information about the product includes a unique identifier of the product.
4 . The method of claim 1 , wherein the information is electronically received from a remote retailer location.
5 . The method of claim 1 , wherein the information is electronically received over a network from a remote online return processing system.
6 . The method of claim 1 , wherein the presented award is a printed voucher.
7 . The method of claim 1 , wherein the award amount is calculated as a function of actual or expected shipping and handling costs that would be incurred if the product presented in connection with the return transaction were actually returned.
8 . The method of claim 1 , wherein at least one rule is specified to take into account a price adjustment that has been, is being, and/or will be offered.
9 . The method of claim 8 , wherein the award amount is calculated as a function of the price adjustment.
10 . The method of claim 9 , wherein the award amount is at least equal to the price adjustment.
11 . The method of claim 8 , wherein the price adjustment is a price adjustment that has been, is being, and/or will be offered by a competitor of the party specifying the rule.
12 . The method of claim 1 , wherein at least one rule is specified to take into account a non-monetary promotion that has been, is being, and/or will be offered.
13 . The method of claim 12 , wherein the award amount is calculated as a function of the non-monetary promotion.
14 . The method of claim 13 , wherein the award amount is a monetary value that is at least equal to the actual or perceived value of the non-monetary promotion.
15 . The method of claim 12 , wherein the presented award is the same as or equivalent to the non-monetary promotion.
16 . The method of claim 1 , further comprising receiving information indicating why the product is being presented in connection with the return transaction.
17 . The method of claim 16 , wherein the set of rules is electronically applied, via the at least one processor, to at least some of the received information indicating why the product is being presented in connection with the return transaction, in making the determination and performing the calculation.
18 . The method of claim 16 , wherein the received information indicating why the product is being presented in connection with the return transaction is determined inferentially, taking into account at least the received information about the product presented in connection with the return transaction.
19 . The method of claim 1 , further comprising:
assigning a unique identifier to a presented award; and
in response to the presented award being accepted by the returning party, registering the presented award, together with its unique identifier, with an electronic registration (ER) database of an ER system.
20 . The method of claim 1 , wherein the award is presented to the returning party by an agent of a retailer from which the information about the product is received.
21 . The method of claim 1 , wherein the product is a service.
22 . The method of claim 21 , wherein the return transaction involves cancellation of the service.
23 . The method of claim 1 , wherein the product is a post-paid product associated with a service being cancelled.
24 . The method of claim 1 , further comprising receiving information about the returning party.
25 . The method of claim 24 , wherein the information includes a loyalty score associated with the returning party.
26 . The method of claim 24 , wherein the information about the returning party is taken into account in making the determination and/or in performing the calculation.
27 . A non-transitory computer readable storage medium tangibly storing instructions that, when executed by at least one processor of an electronic registration (ER) system, at least:
receive information about a product presented in connection with a return transaction;
identify, from a set of one or more rules stored in a non-transitory computer readable storage medium, one or more relevant rules to be applied to at least some of the received information about the product;
determine, based at least in part on the one or more identified relevant rules, whether an award is available for the returning party in exchange for the returning party not returning the product, the award being generatable regardless of whether the product qualifies for return under an applicable return policy; and
calculate, based at least in part on the one or more identified relevant rules, an award amount for the award in response to a determination that an award should be generated, the award with the calculated award amount being presentable to the returning party in exchange for the returning party giving up the right to return the product under the applicable return policy.
28 . The non-transitory computer readable storage medium of claim 27 , wherein the product qualifies for return under the applicable return policy.
29 . The non-transitory computer readable storage medium of claim 27 , wherein the information is electronically received from a retailer, e-tailer, or call center location, remote from the ER system, on behalf of a customer.
30 . The non-transitory computer readable storage medium of claim 27 , wherein further instructions are provided to at least:
receive information indicating why the product is being presented in connection with the return transaction; and
identify one or more relevant rules to be applied to at least some of the received information indicating why the product is being presented in connection with the return transaction.
31 . The non-transitory computer readable storage medium of claim 27 , wherein further instructions are provided to at least:
receive information about the returning party; and
take into account the information about the returning party in determining whether the award is to be offered for the returning entity and/or the value of the award.
32 . An electronic registration (ER) system, comprising:
processing resources including at least one processor and a memory;
an ER database storing entries for sold products, the ER database being queryable by the processing resources in making product return qualifications; and
a non-transitory computer readable storage medium tangibly storing third party definable rules, at least some of the rules specifying when an award should be generated, and/or how much and what kind of value is to be provided with a generated award;
wherein the processing resources are configured to execute instructions in order to at least:
receive information about a product presented in connection with a return transaction;
identify, from among the third party definable rules stored in the non-transitory computer readable storage medium, one or more relevant rules to be applied to at least some of the received information about the product;
determine, based at least in part on the one or more identified relevant rules, whether an award is available for the returning party in exchange for the returning party not returning the product, the award being generatable regardless of whether the product qualifies for return under an applicable return policy; and
calculate, based at least in part on the one or more identified relevant rules, an award amount for the award in response to a determination that an award should be generated, the award with the calculated award amount being presentable to the returning party in exchange for the returning party giving up the right to return the product under the applicable return policy.
33 . The ER system of claim 32 , wherein the rules are definable to indicate whether an award should take the form of monetary or non-monetary value; be offered to only a specified class of customers; and/or be limited with respect to a certain product or product type.
34 . The ER system of claim 32 , wherein the award amount is calculated as a function of both shipping and handling costs that would be incurred if the product presented in connection with the return transaction were actually returned, and a service fee charged in creating the award.
35 . The ER system of claim 32 , wherein the rules are definable to take into account a reason as to why the product is being presented in connection with the return transaction and/or an identity of the person who purchased the product.