Item return architecture and processing
An item return for an item is identified and a workflow is determined based on first factors defined in customized rules. Resources associated with the workflow may be staged on devices associated with the item return and the workflow is initiated. When the item is detected as being present at a drop-off location for the item, item and customer information are gathered in accordance with the customized rules associated with the workflow. Security checks are processed using second factors defined in the customized rules. A decision is made based on the security checks as to whether the item return can continue processing with the workflow or as to whether an item return exception is to be raised for evaluation and/or inspection of the item and item return information collected before the item return exception was raised.
1. A method, comprising:
configuring devices with resources based on an item return for an item;
receiving an item return initiation request from an endpoint device located at a drop-off location for the item;
obtaining return information for the item return initiation request from an initiating device;
processing rules that are associated with the item and the return information;
determining whether the item return can complete or whether the item return requires intervention based on the rules;
maintaining an item return transaction log for the item return and indexing and linking a video clip recorded for the item return with the item return transaction log;
sending instructions to operated staff operated devices that instruct staff on how the item is to be handled when the item return completes at the drop-off location; and
generating and providing an item return receipt, which is printed from a receipt printer of the endpoint device and sent to a customer device as a link or an image, wherein the item return receipt is also sent, via a text message and email, to a customer.
2. The method of claim 1 further comprising, providing instructions to an operator of the endpoint device indicating where the item is to be placed at the drop-off location when the item return completes.
3. The method of claim 1 further comprising, processing a refund method obtained from a customer or obtained from a customer profile of the customer when the item return completes.
4. The method of claim 3 further comprising, providing an offer to the customer for presentation on the endpoint device.
5. The method of claim 4 further comprising, providing a return receipt to the customer.
6. The method of claim 1 , wherein processing further includes processing fraud security checks through computer-vision and item identification on the item using a video captured by a camera device of the drop-off location.
7. The method of claim 6 , wherein processing further includes processing the fraud security checks utilizing an item weight recorded for the item on a weigh scale device at the drop-off location.
8. The method of claim 1 , wherein configuring further includes provisioning the devices with the rules.
9. The method of claim 1 , wherein processing further includes obtaining the rules based on an item type associated with the item, an item category associated with the item, and an item brand associated with the item.
10. The method of claim 1 , wherein configuring further includes configuring at least one device for performing computer vision on video captured by a camera of the drop-off location.
11. A method, comprising:
receiving an item return request associated with an item return for an item;
identifying a workflow for processing the item return;
configuring devices with resources used in the workflow based on an item type or an item category associated with the item;
receiving return information associated with the item return from an endpoint device at a drop-off location for the item return;
processing the workflow on the devices configured with the resources using the return information for the item;
processing fraud security checks through computer-vision and item identification on the item using a video captured by a camera device of the drop-off location;
processing the fraud security checks utilizing an item weight recorded for the item on a weigh scale device at the drop-off location; and
maintaining a historical log of the item return and data associated with the item return, wherein the historical log is programmatically mined for purposes of automated adjustment of item return rules, and wherein one or more trained machine-learning algorithms are used to automatically mine transaction histories and fraud histories for programmatic and automated adjustment of the item return rules, fraud rules, and damaged or counterfeit rules associated with item returns.
12. The method of claim 11 , wherein processing further includes generating an intervention for the item return based on the fraud security checks processed on the devices for the workflow.
13. The method of claim 11 , wherein configuring further includes configuring at least one device to perform a particular fraud the security check on the item weight reported for the item by the weigh scale device associated with the endpoint device.
14. The method of claim 11 , wherein processing further includes providing instructions to an operator of the endpoint device indicating where the item is to be placed at the drop-off location when the item return completes.
15. The method of claim 11 , wherein configuring further includes configuring at least one device with a refund method associated with a customer of the item return or obtained from a customer profile of the customer.
16. A system, comprising:
a server that comprises a first processor;
an endpoint device that comprises a second processor;
the first processor configured to perform first operations comprising:
receiving an item return request for an item return of an item associated with a customer;
configuring devices with resources associated with the item return based on the customer and based on an item type associated with the item or an item category associated with the item; and
processing a workflow on the devices for the item return using the resources when the item return is reported by endpoint device from a drop-off location;
the second processor configured to perform second operations comprising:
obtaining item return information for the item at the drop-off location;
reporting the item return information to the server;
approving or denying the item return at the drop-off location based on information received from the devices of the server as the devices process the workflow with the item return information;
processing fraud security checks through computer-vision and item identification on the item using a video captured by a camera device of the drop-off location;
processing the fraud security checks utilizing an item weight recorded for the item on a weigh scale device at the drop-off location; and
maintaining an item return transaction log for the item return and indexing and linking a video clip recorded for the item return with the item return transaction log, wherein camera views directed to a designated drop-off area capture images of both the item and the customer during drop off for visual audit of the customer who is relinquishing possession and control of the item and placing the item in the possession and control of a retailer.
17. The system of claim 16 , wherein the endpoint device is a mobile device operated by the customer, a self-service terminal operated by the customer at the drop-off location, a point-of-sale terminal operated by a staff member at the drop-off location, or a mobile device operated by the staff member at the drop-off location.