WO2017035532A1

WO2017035532A1 - Methods and systems for processing return items

Info

Publication number: WO2017035532A1
Application number: PCT/US2016/049285
Authority: WO
Inventors: James LEROSE
Original assignee: Lerose James
Priority date: 2015-08-27
Filing date: 2016-08-29
Publication date: 2017-03-02

Abstract

Exemplary embodiments of a method and system are provided for collecting and processing return information. A method of processing return information can be provided, including providing a label associated with one or more products, the label having an Internet directing code thereon having an ability to be read by a mobile electronic device, providing return information associated with the one or more products to an application on the electronic device when read by the mobile electronic device, providing consumers one or more reasons to select to initiate a return of the one or more products, collecting return information comprising information about the consumers, the one or more products being returned and the one or more reasons for the return of the one or more products, storing the return information, and providing portions of the return information to a merchant relevant to the products that are returned.

Description

METHODS AND SYSTEMS FOR PROCESSING RETURN ITEMS FIELD OF THE DISCLOSURE

[0001] The present disclosure relates to exemplary embodiments of methods and systems for processing return items, and more particularly, to exemplary embodiments of methods and systems for processing return items and collecting consumer return information.

BACKGROUND INFORMATION

[0002] Internet shopping continues to dramatically increase compared to traditional store purchases that have stagnated and/or declined. UPS ®, FedEx ®, USPS ®, DHL ® and other local and worldwide shipping companies deliver about 10 billion packages a year to homes and businesses in about 200 countries. Many of these shipments are to fulfill e-commerce orders. Consumers are ordering products on-line in dramatically increasing numbers and the trend of double digit percentage increases in volume of e-commerce shopping is predicted to continue for many years to come. Consumers order various products online including consumer electronics, apparel, books, music, movies and much more. Local, national and worldwide businesses are also conducting more transactions online using electronic ordering systems, and those items are delivered by local, national and worldwide shipping companies. Along with the proliferation of e-commerce ordering, there is also a dramatic increase in items being returned from both consumers and businesses. Returns can happen for a multitude of reasons. UPS ® estimates approximately $40 billion in merchandise purchased by consumers is returned each year in the United States alone.

[0003] Generally, merchants request a reason for the return from the consumer, such as if the product was defective, the wrong size, the wrong color, if the consumer did not like the item or other reasons. However, once the merchant receives such a reason, there is no ability to track these reasons or create any sort of aggregate data about the return(s). Thus, there is now a need for providing methods and systems for the merchant to gain valuable return information relating to its products.

SUMMARY OF EXEMPLARY EMBODIMENTS OF THE DISCLOSURE

[0004] At least some of the problems described above can be addressed by exemplary embodiments of the methods and systems according to the present disclosure. For example, according to an exemplary embodiment of the present disclosure, a method of processing return information can be provided, comprising providing a label associated with one or more products, the label having an Internet directing code thereon having an ability to be read by a mobile electronic device, providing return information associated with the one or more products to an application on the electronic device when read by the mobile electronic device, providing consumers one or more reasons to select to initiate a return of the one or more products, collecting return information comprising information about the consumers, the one or more products being returned and the one or more reasons for the return of the one or more products, storing the return information, and providing portions of the return information to a merchant relevant to the products that are returned.

[0005] The method can further comprise collecting the return information from a plurality of consumers, and providing the return information from a plurality of consumers to the merchant. The return information can include one or more of the product(s) being returned, the name of the product(s), information about the product(s), the Internet directing code, consumer address, consumer location, consumer age, consumer gender, consumer's preferred language, consumer shopping data, data clicked by the consumer, purchase(s) made by consumer and the mobile electronic device.

[0006] In some exemplary embodiments, the Internet directing code can be selected from a quick response (QR) code, an alphanumeric code, a programmable code, a machine readable code or a readable code image. The mobile electronic device can be one of a handheld device, handheld computer, mobile phone, cellular phone, smartphone, tablet computer or personal digital assistant. The Internet directing code can contain information particular to the consumer, including order information of the one or more products.

BRIEF DESCRIPTION OF THE DRAWINGS

[0007] The foregoing and other objects of the present disclosure will be apparent upon consideration of the following detailed description, taken in conjunction with the accompanying drawings and claims, in which like reference characters refer to like parts throughout, and in which:

[0008] Figure 1 illustrates a block diagram of a label according to an exemplary embodiment of the present disclosure;

[0009] Figure 2 illustrates a flow diagram of a method of verifying and/or returning one or more items according to an exemplary embodiment of the present disclosure;

[0010] Figure 3 illustrates a first system of providing a verification and/or a return of one or more items according to an exemplary embodiment of the present disclosure;

[0011] Figure 4 illustrates a second system of providing a verification and/or a return of one or more items according to an exemplary embodiment of the present disclosure; and

[0012] Figure 5 illustrates a system of collecting and processing return information associated with a return of one or more items according to an exemplary embodiment of the present disclosure.

[0013] Throughout the figures, the same reference numerals and characters, unless otherwise stated, are used to denote like features, elements, components or portions of the illustrated embodiments. Moreover, while the subject disclosure will now be described in detail with reference to the figures, it is done so in connection with the illustrative embodiments. It is intended that changes and modifications can be made to the described embodiments without departing from the true scope and spirit of the subject disclosure.

DETAILED DESCRIPTION OF EXEMPLARY EMBODIMENTS OF DISCLOSURE

[0014] Exemplary embodiments of the methods and systems according to the present disclosure will be described herein. The methods and systems according to the exemplary embodiments of the present disclosure can facilitate electronically viewing order/item information, communicating with the merchant, and/or the return of one or more products.

[0015] Figure 1 provides a label 100 that can be provided according to an exemplary embodiment of the present disclosure. The label can be a custom label and can be of any size, and can be a label having a length L of approximately 4 inches and a height H of approximately 8 inches. The label can be of any length and height as suitable for the particular purpose and is not restricted to any size or dimension. The label can be a shipping label, which can have mailing information of a consumer and/or information related to a merchant. The label may also be in stamp form.

[0016] The label 100 can be a substrate having a front surface 102 and a back surface 104. The label 100 can be included in a package containing one or more products, or can be affixed to the inside or outside of the package. The back surface 104 can be attached to the package using methods known in the art, such as a peel and stick label, glue, or any other method for affixing a label to a package (e.g., providing it within a paper or plastic envelope that is attached to the package). The label 100 can have information 106 that can have the name, address and/or shipping information of the merchant, and the merchant's account information with a shipping provider (such as UPS ®, FedEx ®, USPS ®, DHL ®, etc.). The label can have an Internet directing code 108 for the shipping provider to scan to be able to read the consumer's and/or shipping provider's information. The label 100 can also have one or more advertisements, such as advertisements from the merchant, the shipping carrier, or any other company that may pay to provide its ads on the label 100. The label 100 can also be in the form of a stamp, such that back surface 104 is formed by the surface upon which the stamp is placed.

[0017] The label 100 can also have an Internet directing code 110 on the front surface 102 of the label 100. The Internet directing code 110 can be any type of marking that can provide an ability to be read by an electronic device and that contains information related to a product. For example, the Internet directing code 110 can be a Quick Response (QR) code. Other types of codes may be used as the Internet directing code 110, such as other types of matrix codes, two-dimensional barcodes, alphanumeric codes, programmable codes, machine readable codes, readable code images, or any type of code(s) that can be read by an electronic device. There can be information 112 on the label 100, such as readable information that can indicate to the consumer to scan the Internet directing code 110 in order to return one or more products in the package, and/or can provide website information in case the Internet directing code becomes unreadable during transportation of the package. The label 100 having the Internet directing code 110 may be placed inside the package, directly on the package, or attached to the product (such as on a hang tag, neck label, or interior label).

[0018] The Internet directing code 110 can be read by a user with an electronic device, such as by scanning the Internet directing code 110 with the electronic device. The Internet directing code 110 can contain information particular to the consumer, including order information of the one or more products. The consumer may also scan the Internet directing code 110 to view order information associated with one or more products in the package even if they do not want to return any of the items in the package.

[0019] The consumer can scan the Internet directing code 110 to verify the contents of the package (i.e., verifying they received what they ordered). For example, the consumer may simply want to verify the contents of the package without returning any of the item(s). The electronic device can be a mobile device, handheld device, handheld computer, mobile phone, cellular phone, smartphone, tablet computer, personal digital assistant, laptop computer, or any other electronic device that can connect to the Internet, and is not restricted to any of the above. The electronic device can have a camera to view the Internet directing code and pass the image to the decoding software on the electronic device, and can have a capability to connect to the Internet.

[0020] Figure 2 illustrates a flow diagram of a method of verifying and/or returning one or more items according to an exemplary embodiment of the present disclosure. For example, at 200, a consumer can place an order, such as an online order made on the Internet, with a merchant for one or more products. At 202, an Internet directing code is generated by using an encryption process, for example. The code can be a QR code for the particular order. The Internet directing code can have information associated with the one or more products, as well as consumer, business and/or merchant information, and/or other types of information associated with the particular order embedded within the Internet directing code. The Internet directing code can be provided on the label, and the label can be placed in/on the package with the one or more products or affixed to the products or to the package containing the one or more products. At 204, a shipping carrier can pick up the package and deliver it to the consumer. At 206, the consumer can receive the order and inspect the package containing the one or more products.

[0021] At 208, the consumer can use an electronic device, such as a smartphone (e.g., iPhone ®), which can have a camera and can connect to the Internet. The consumer can scan the Internet directing code, such as a QR code, on the label on/in the package with the electronic device to review information associated with the one or more products, and/or to return the one or more products. This information can be provided through a web server of the seller or a third party, for example. The consumer can also scan the Internet directing code to verify that he/she received the products they ordered, for example. The consumer can scan the Internet directing code using a camera, barcode scanner, and/or an application on the phone with the ability to read the code on the label. For example, the merchant can have its own mobile application (e.g., a software application design to run on electronic devices such as smartphones, tablet computers and other mobile devices). One or more security protocols may be used to verify the identity of the consumer, such as by requiring the consumer to verify name, address, zip code, phone number and/or other type of information. For example, the consumer may be required to enter a user identification and/or Personal Identification Number (PIN) code created by the consumer or business when the order was placed or one that was supplied by the merchant and provided to the consumer or business when the order was initiated at 200, or provided to the consumer or business in other ways. The consumer's or businesses' identity may also be read through the electronic device or an application within the electronic device, such as user accounts associated with the particular electronic device/ smartphone.

[0022] At 212, information associated with the one or more products can be provided from a web server and displayed to the consumer on the electronic device, as well as other consumer/order information such as shipping information, price, address, etc. The information associated with the one or more products can be accessed through a webserver, website, or software application associated with the one or more products, and displayed to the consumer on a website or software application on the electronic device. The consumer or business can verify that the products which were ordered were actually delivered and provide answers to pre-programmed questions which will appear directly after the Internet directing code is read. The pre-programmed questions are unlimited in scope but may include eliciting information from the consumer or business regarding satisfaction with the product and general likes and dislikes. The merchant may also offer coupons or discounts, suggestions for purchase of additional products which complement the purchased product, or the opportunity to participate in contests. .The method can further permit the business or consumer to initiate a live chat or send text messages or emails or otherwise communicate in writing with the merchant.

[0023] If the consumer or business desires to return one or more of the products, the consumer or business can select one or more items associated with the particular order at 214 using the electronic device such as by, e.g., selecting the products on the application, website or web page or website. The consumer or business may select or enter one or more reasons on the website, app or web page for the return of the one or more products, such as but not limited to the product being defective, wrong size, wrong color, wrong fit or any other reason. This information can be collected and stored about the particular user, including other user information, including but not limited to location, gender, age or other information about the user and the return. The consumer may be required to enter security information, such as user identification, id/password and/or other verification information, before processing the return. After the consumer selects the item(s) for return, an authorization may be generated (e.g., Return Merchandise Authorization - RMA) for the return of the item(s) at 216. A RMA number may be provided to the consumer.

[0024] At 218, a shipping label can be automatically generated for the return of the item(s) selected for return at 214. The shipping label can be provided directly to the electronic device or can be sent to an email account associated with the user, or both. The user may print the shipping label at 218 by, e.g., sending the shipping label wirelessly to a printer, or may use their laptop, tablet or personal computer (PC), laptop or tablet to access their email and print the shipping label. The shipping label can be affixed to the same package in which the consumer received the one or more products or affixed to a separate package. The shipping label can contain information such as the address of the seller or other address where the returned product(s) is to be shipped to. At 220, an electronic request for pickup for deployment of a shipping carrier for pickup can be automatically generated to pick up the package containing the item(s) to be returned, or the consumer can call or notify a shipping carrier to pick up the package. At 222, the package is picked up by a shipping carrier to be sent back to the merchant. When the item is picked up, the merchant can be notified electronically at 224 that the returned item(s) has been picked up and is on the way.

[0025] The exemplary embodiments of the present disclosure can provide for either the seller directly providing the app/software/methodology of the present disclosure, or a third party vendor providing the app/software/methodology of the present disclosure between a merchant and a consumer.

[0026] For example, Figure 3 illustrates a first system of providing a verification and/or return of one or more items according to an exemplary embodiment of the present disclosure, where a seller can provide for the return of one or more items. Here, a consumer can use a mobile device 320 or PC 330 to connect to the Internet 300 and place an order from a seller 370. The consumer can view the seller's inventory, e.g., in its warehouse 390, on a web page connected to the seller's server 380. Once an order is placed, the consumer receives one or more items in a package 310. Alternatively, the consumer could also visit the seller's physical location and place an order there as well for delivery, or purchase a package 310 from the seller directly. At least one package 310 from an order includes a label 100 as described in Figure 1. The label 100 can have a marking such as an Internet directing code 110, or other similar marking. Alternatively, other means of providing return data can be provided on or attached to the label 100 or package 310.

[0027] Typically, a consumer will open the package 310 and can inspect or try one or more of the items purchased and provided in the package 310. If the consumer wishes to view information associated with the order or return one or more items, the consumer can use its mobile device 320 to read the Internet directing code 110 on the package 310. For example, the consumer can scan the Internet directing code 110 using the mobile device 320. In one exemplary embodiment, the mobile device 320 can be a smartphone such as an IPhone ®, Droid ®, Blackberry ® or similar mobile device that can have a camera or other apparatus for reading the Internet directing code 110.

[0028] The consumer can verify that the products which were ordered were actually delivered in the package 310 and can provide answers to pre-programmed questions which will appear directly after the Internet directing code 110 is read. The pre-programmed questions can be unlimited in scope but may include eliciting information from the consumer or business regarding satisfaction with the product and general likes and dislikes. The seller 370 may also offer coupons or discounts, suggestions for purchase of additional products which complement the purchased product, or the opportunity to participate in contests. The system can further permit the consumer to initiate a live chat or send text messages or emails or otherwise communicate in writing with the merchant 370.

[0029] In some exemplary embodiments of the present disclosure, the mobile device can include an application suited for processing the image of the Internet directing code 110. For example, an application for processing a QR code is available for an IPhone ® under the name of ScanLife from Scanbuy, Inc. The application can capture the image, and decode the image into information, including hyperlinks, telephone numbers, e-mail addresses, etc. The application can provide this information to other appropriate applications on the scanner. For example, if the image includes a hyperlink to a web page, the application can open a native Internet browser which then opens the designated web page and presents it to the user.

[0030] In this case, the seller 370 can provide in the Internet directing code 110 several data fields, including, e.g., the web page of its own return server 380, the name(s) and quantities of the items bought, the physical and email address of the consumer, security codes, etc. When the consumer reads or scans the Internet directing code 110 from the mobile device 320, the mobile device 320 reads the Internet directing code 110, extracts the necessary information and sends a message to the seller's return server 380 with all the information required to generate a shipping label. Preferably, the message is transmitted over the Internet 300, but can be sent by other means as well.

[0031] The seller's return service can receive the message, extract the information required and generate an e-mail message back to the consumer. As described above, security protocols can be put into place to verify the identity of the consumer once the seller receives the message. The consumer can receive the message on its mobile device 320 and/or PC 330. The message includes information for generating a shipping label 350, which can be a shipping and/or mailing label, and/or includes an image (in PDF or other suitable formats) of the shipping label 350. The consumer can print the shipping label 350 from printer 340, by connecting through the PC or mobile device 320, and can attach the shipping label 350 to the package 360. This can be the same package 310 it received the item(s) in, or a different package. As described above, if the consumer buys more than an item, several steps associated with a return of one or more items can be performed before the message with the return label information is provided. For example, reasons can be provided by the consumer as to why one or more of the items are being returned (e.g., wrong size, fit, etc.). Further, if more than one seller is associated with the items and/or one or more return addresses are required, then multiple shipping labels can be printed for the returns.

[0032] Once the shipping label 350 is attached to the package 360, a delivery carrier/service can be notified to pick up the package 360. The delivery carrier/service can transport the package 360 to the seller 370. Once the seller/merchant 370 receives the package 360, it can scan the shipping label 350. The shipping label 350 can include information associated with the contents of the package (i.e., the item(s) being returned), so that once scanned, the seller/merchant 370 can automatically update its inventory so that the server 380 and/or warehouse 390 have updated information as far as inventory. The merchant 370 can do a visual and/or other inspection to verify the contents of the package 360 as well, to ensure it matches the information associated with and provided through shipping label 350.

[0033] Figure 4 illustrates a second system of providing a verification and/or return of one or more items according to an exemplary embodiment of the present disclosure, where a third party vendor can provide for the verification and/or return of one or more items between the merchant and consumer. In this exemplary embodiment, the seller 470 can use a third party server 480 which can perform similar functions as the seller's server in Figure 4. In exemplary embodiments of the present disclosure, the third party server 480 can provide verification and/or returns for consumers of multiple, numerous different sellers. The third party server 480 can be configured to insure that a proper shipping label is generated for each seller/merchant.

[0034] Although it will be understood that the third party server 480 can provide for verification and/or returns for multiple sellers, the embodiment of Figure 4 will be described with reference to one seller 470. Initially, a consumer can place an order with a seller 470, through the Internet 400 or at a physical location. The seller 470 can then connect to the third party server 480. The third party can have an account set up with the seller 470, or the seller 470 can call the third party to give the details of the order, or the information can automatically be sent to the third party server 480 over the Internet 400 or other data providing means. The third party server 480 can interface with the seller 470 or a server associated with the seller 470 to obtain the order data, and can be a transportation management system that has order details, or any other type of system that a seller can use to provide order information to the third party server. An application or software can be installed within the seller's infrastructure or accessed via the Internet. The order data can be provided to the third party server 480, which can include the name(s) of the item(s) purchased, quantities, consumer information, etc.

[0035] The third party server 480 can then generate an Internet directing code 110, as well as some verbiage, so that the merchant can provide the Internet directing code 110 as well as any verbiage on the label 100. The Internet directing code 110 can include consumer information, order information, merchant and third party information, and is not limited to such information. The third party server 480 can utilize one or more algorithms to generate the Internet directing code 110 and can generate a unique number for each transaction. One skilled in the art can appreciate the information that can be attached to the Internet directing code 110. The code Internet directing code can be provided, e.g., on the bottom of a standard 4" x 6" shipping label or any size label for any carrier or as a separate label, using a proprietary encryption process. The Internet directing code 110 can then be printed either directly onto the package 410 or on a label 100 which can be affixed to the package 410. The seller can then provide the package 410 to a delivery carrier or service as they normally would, which can then provide the package 410 to the consumer. The consumer can then review the items in the package 410, and then utilize a mobile device 420 to read the Internet directing code 110 on the label 100. The mobile device 420 can scan the Internet directing code 110 to receive order information directly from the third party server 480.

[0036] Security protocols can be put into place in order to verify the identity of the consumer. For example, the third party server 480 can employ security protocols to determine if the party scanning the Internet directing code 110 has the right to view the contents of the package 410, and/or the ability to return an item. There can be varying levels of security ranging from none or minimal to disallowing anyone other than the consumer, and also in between. The security level can be configurable by the seller 470 as to how much consumer information can be required to view the information associated with the order. The security level can be configurable for different sellers, and can even be configurable for different orders for the same seller (e.g., orders over a certain value/price may govern/control the level of security protocols).

[0037] The third party can also provide a mobile app that can allow consumers to store authentication data so it will not need to be entered multiple times, as consumers utilizing an Internet browser from their mobile device 420 may not be able to store authentication information, due to browser limitations. The seller 470 may also provide an application that is configurable with the third party server 480 to view order information and process returns.

[0038] As stated above, security validation can be configurable based on requirements per the seller 470. Once the consumer scans the code 110, information can be transmitted to the third party server 480 including but not limited to code contents as well as mobile device authentication information. The third party server 480 can utilize the security validation options configured by the seller 470 to verify that a valid consumer is attempting to access the order/package information. For example, security protocols can be configured by the seller 470 including but not limited to a phone number (the third party server 480 can be configured to automatically read the phone number from the mobile device 420, or the user can be directed to enter the phone number), address (the third party server 480 can be configured to use the GPS data from the mobile device 420 to determine address information, such as ZIP/postal code, state, street, etc.), PIN (the seller can offer the consumer the ability to utilize a special PIN which can be selected by the consumer or selected by seller 470 and provided to the consumer by email or other means when the order is made), and/or account information (the third party server 480 can automatically read the account name from the mobile device 420 and match to the information stored in the Internet directing code 110, such as an email account or Amazon/Google/ITunes ® account). The seller 470 can provide the third party server 480 with the granularity of the data used to validate (e.g., ZIP code can be less secure than a full address). The third party server 480 can also have configurations for the amount of deviation that is allowed.

[0039] Different approaches can be provided depending on the security protocols used and the results. For example, if all security validation options match, then the process of initiating a return or providing order information can proceed. If there is any mismatch in the security validation options, then the third party server 480 can prompt the consumer to reenter any or all of the mismatched information. If consumer validation fails after a predetermined (by seller 470 or the third party) number of times (e.g., 3 times), then the third party server 480 can notify the consumer (through the mobile device 420, application, or by email) that they do not have proper credentials for accessing order/package information. The third party server 480 can store scan information and any information obtained about the consumer during the validation and provide the data to the seller 470. The third party server 480 can monitor the data and determine patterns of attempted invalid scans.

[0040] If the consumer passes the security validation protocols, then the third party server 480 can be integrated with the seller 470 to make a request to obtain order data details, or package content details. The third party server 480 can pull information in real time from the seller 470, or this information can have already been provided to the third party (e.g., from the seller 470 when the information is first provided to the third party server to generate the code 110). The seller 470 can also provide, along with order details, other information that can be configurable based on the seller 470, such as, e.g., order content information, product details, valid reasons to return an item (which can also be stored in the third party server 480 for each seller), special return instructions, if any (can also be stored in the third party server 480 for each seller), return address(es) (can be associated with a reason for return, which can also be stored in the third party server 480, RMA number to be included with the transaction, if a return is executed by consumer, and/or return via delivery carrier/service and class of service (can also be stored in the third party server 480). Other information can also be provided by the seller and the present disclosure is not limited to any of the information above.

[0041] The third party server 480 can then format the data from the seller 470 and can combine it with stored seller information if desired, and can then push the data to the mobile device 420. The order/product information can be displayed electronically via a mobile application on the mobile device 420 or via the browser on the mobile device 420, eliminating the need for the seller 470 to include a paper/label packing slip in the package 410. The consumer can optionally have the ability to specify an item(s) to return. The consumer can also choose from a seller configurable list a reason for each item that is being returned, or enter his own reason. Information associated with the return can then be sent from the mobile device 420 to the third party server 480.

[0042] The third party or the third party server 480 can be configured to call a delivery carrier/service programmatically to tender a package for return. The delivery carrier/service can provide a shipping label 450 to the third party server 480, which can add a barcode 455 to the shipping label 450. The barcode 455 can include information associated with the consumer, the item(s) being returned, and information associated with the seller 470 that can be read by the seller 470 once it receives the package. The third party server 480 can send delivery carrier/service information to the consumer's mobile device 420, PC and/or to a consumer account (e.g., email address). The consumer can then print the shipping label 450 with barcode 455 from the mobile device 420, from a mobile application in the mobile device 420 or using their PC 430 to connect to a printer 440. The consumer can then affix the shipping label 450 to the package 460, which can be the same box as package 410 or a different box or package. The consumer can choose the method to tender the package 460 to the delivery carrier/service. For example, the third party server 480 or the consumer can send a pick up request to the carrier, the consumer can drop off the package 460 to the nearest facility of drop off box (e.g., the third party can utilize GPS capabilities in the mobile device 420 to locate the nearest drop off facility or drop box and send the address to navigation application to assist the consumer with driving directions, and/or utilize the consumer's address or ZIP code to determine the nearest drop off), or the consumer can drop off at the seller's nearest location (the third party server 480 can assist consumer using GPS or consumer address information to assist with nearest location of seller's retail store).

[0043] The third party server 480 can electronically transmit part or all of the information associated with the return to seller 470 including item(s) included for return, reason for return, RMA details and carrier information (e.g., tracking number). The delivery carrier/service can transport the package to the seller 470, and the third party server 480 can track the package 460 the entire way back to the seller 470, and can provide this information to the seller 470. Once the seller receives the package 460, it can scan the shipping label 450. The shipping label 450 can include information associated with the contents of the package (i.e., the item(s) being returned), so that once scanned, the seller/merchant 470 can automatically update its inventory. The merchant 470 can do a visual and/or other inspection to verify the contents of the package 460 as well, to ensure it matches the information associated with and provided through shipping label 450.

[0044] The exemplary embodiments of the present disclosure provide a convenience for both seller(s) and consumer(s). For example, sellers no longer would need to include packing slip(s) with each order, resulting in savings that can be passed on to the consumer. The return process is simplified for the consumer, so returns will no longer be a hassle for the consumer who does not need to worry about painstaking return processes. Carriers can be automatically deployed to pick up packages at the consumers residence or business address. [0045] As part of the return process, the consumer can be asked to enter reason(s) for a return or selecting from a list of reasons, helping companies accumulate business intelligence data that can be used by merchants. Consumers may also shop, return and/or print from their mobile devices vs. home desktops. Further, sellers may use this opportunity to advertise on the return email and/or label. Further, the exemplary embodiments of the present disclosure eliminates waste since only an easily recyclable printed piece of paper is generated by the consumer on an as-needed basis only, and can help build and maintain a cleaner environment. This can significantly reduce costs associated with orders provided via delivery, as billions can be saved on printers, PS label stock, ink and labor.

[0046] As shown in Figure 5, which illustrates a system of collecting and processing return information associated with a return of one or more items according to an exemplary embodiment of the present disclosure, the consumer return information can be collected so that the return information can be tracked and processed. For example, various data about the person and the product being returned can be collected and stored, such as information about the item being returned, the code used for the scan, and information about the consumer. Such information can include but is not limited to the location associated with the return (e.g., address, city, state, country), age of consumer, gender of consumer, language of consumer, shopper data displayed, shopper data clicked by content, shopper data clicked by retailer, purchase made by product, purchase made by retailer, time and date of scan, the device model being used to scan, total scans, source of scan (e.g., SL/third party), source of scan (scan/history/share), code format (e.g., 1D/2D), code name, code type (e.g., web, note), code content (e.g., URL address), code scan shared, shared by source (e.g., type of social media, email, text), code scan "likes" on any social media, unique user ID (e.g., unique scans), new users, device operating system, device operating system version, product category (e.g., ID) and product name. A unique, personalized return profile can be created for each user. [0047] For example, a user can use their electronic device 510 to scan an Internet directing code 520 as discussed above. The user can select on their electronic device 510 the item(s) to be returned, one or more reasons for the return(s) and select other return options (such as but not limited to a different item or a refund). The electronic device can communicate the return information with a server 530 and process the return, including communication with a shipper 550 to pick up the return item. All of the return information associated with the product(s) to be returned and the consumer can be stored in a database 540, and all of this information can be collected and provided to, e.g., a retailer 560 so that the retailer 560 can analyze this information to help it make better decisions on product marketing. For example, this information can be processed and the data/analytics can be provided to a retailer so the retailer can understand, from the aggregate consumer data and individual consumer data, who is more likely to return their products, why are the products being returned, where is someone more likely to return their products, where are the consumers returning their products, what devices are they using for returns, how they are returning their products, who they are using to return their products and other relevant return information. For instance, the data may show that a particular bathing suit print run has an issue with the colorfast quality of the dye used, or that the size of a product was not correctly indicated. This type of data can enable the retailer to make changes across the product line before complaints become publicly known.

[0048] In some exemplary embodiments, a retailer can provide a special offer to the consumer who is returning the item, such as a daily coupon or discount on a completely new item, or a credit towards an exchange for the item being returned. The special offer can be personalized and targeted based on the return data provided by the consumer. Accordingly, since the retailer has the consumer's preferences, the retailer will know if the item should be similar or comparable to the item being returned or relate to the same goods or be completely different goods. The retailer's special offer can be provided automatically to the consumer,, e.g., to the user's tablet or smartphone, based on the retailer's assessment of the consumer's interests.

[0049] The exemplary embodiments of the present disclosure provide several advantages over the prior art. For example, the exemplary embodiments of the present disclosure can provide the ability to view items associated with an order electronically versus using paper packing slips, thereby eliminating the need for paper packing slips. The exemplary embodiments of the present disclosure can provide security validation at varying levels depending on the package values and /or other factors, or no security validation depending on merchant requirements, as they are merchant configurable. The exemplary embodiments of the present disclosure can be used with any electronic device that can scan an Internet directing code and can connect to the Internet.

[0050] The exemplary embodiments of the present disclosure provide the ability for companies to not place a separate return label separate from the packing slip in the carton, a common practice for companies that send repaired or replacement items to consumers that want to simplify returns. This is a very costly practice for the companies that provide these labels to merchants. The exemplary embodiments of the present disclosure can eliminate that expense for the carriers. For example, the shipping label can be generated by the consumer using their own paper label.

[0051] The exemplary embodiments of the present disclosure can be provided with a software application provided on an electronic device, such as a smartphone or tablet, or any technology that provides the consumer/user with electronic access to order/item data, and can act on behalf of a merchant or be licensed to a merchant. The exemplary embodiments of the present disclosure allow a consumer to simply use their electronic device to verify the contents of the package (i.e., product(s) received). The exemplary embodiments of the present disclosure can also provide for quick feedback or review from the consumer about the merchant experience or allow other consumer input and /or merchant consumer interactivity.

[0052] The exemplary embodiments of the present disclosure also allow for the merchant to choose the carrier to carry the return or the consumer if the merchant desires it to be so. The merchant can pay or the consumer can pay for the transportation. If the merchant pays for the return, it can be billed to the account number of the merchant. If the consumer pays, it can be billed via a credit card on file with the merchant or other means. The exemplary embodiments of the present disclosure allow for a single software application for a third party for all consumers to use to return items associated with all merchants, thereby simplifying the return process. If each e-commerce company created its own software application, that is required by consumers to download and use it will become convoluted and complicated for consumers. The exemplary embodiments of the present disclosure allow for a third party to provide for returns for all merchants. The exemplary embodiments of the present disclosure allow for business intelligence data to be collected and utilized to help merchants. The exemplary embodiments of the present disclosure further allow for advertising in the software application, website, web page, electronic label, labels, and/or other areas.

[0053] The exemplary embodiments of the present disclosure can be used in various configurations and in different systems. Various computing arrangements can be provided, having a processor(s) configured or programmed to perform the exemplary steps and/or procedures of the exemplary embodiments of the present disclosure described above. Various data described above can be stored in various storage arrangements (e.g., hard drives, servers, memory devices, such as RAM, ROM, memory sticks, floppy drives, other tangible computer-accessible mediums, etc.). For example, consumer information, order information, seller information, carrier information, security protocols, and various other information can be stored in such storage arrangements. Computer(s)/processor(s) can access the storage arrangement(s) to execute a computer program or a set of instructions (stored on or in the storage arrangement) which can perform the procedures according to the exemplary embodiments of the methods and systems of the present disclosure. For example, sellers and/or third parties can use processor(s) to perform the exemplary methods of the present disclosure. Thus, e.g., a processor can be used by the seller or third party to receive consumer order information, generate a code, provide the information on a label, receive consumer return information, and/or process the return as described above in the exemplary embodiments of the methods and systems of the present disclosure.

[0054] The foregoing merely illustrates the principles of the disclosure. Various modifications and alterations to the described embodiments will be apparent to those skilled in the art in view of the teachings herein. It will thus be appreciated that those skilled in the art will be able to devise numerous systems, arrangements, manufacture and methods which, although not explicitly shown or described herein, embody the principles of the disclosure and are thus within the spirit and scope of the disclosure. In addition, to the extent that the prior art knowledge has not been explicitly incorporated by reference herein above, it is explicitly being incorporated herein in its entirety. All publications referenced herein above are incorporated herein by reference in their entireties, as applicable. In the event of a conflict between the teachings of the present disclosure and those of the incorporated document, the teachings of the present disclosure control.

Claims

WHAT IS CLAIMED IS:

1. A method of processing return information, comprising:

providing a label associated with one or more products, the label having an Internet directing code thereon having an ability to be read by a mobile electronic device;

providing return information associated with the one or more products to an application on the electronic device when read by the mobile electronic device;

providing consumers one or more reasons to select to initiate a return of the one or more products;

collecting return information comprising information about the consumers, the one or more products being returned and the one or more reasons for the return of the one or more products;

storing the return information; and

providing portions of the return information to a merchant relevant to the products that are returned.

2. The method of claim 1, further comprising:

collecting the return information from a plurality of consumers; and

providing the return information from a plurality of consumers to the merchant.

3. The method of claim 1, wherein the return information includes one or more of the product(s) being returned, the name of the product(s), information about the product(s), the Internet directing code, consumer address, consumer location, consumer age, consumer gender, consumer's preferred language, consumer shopping data, data clicked by the consumer, purchase(s) made by consumer and the mobile electronic device.

4. The method of claim 1, wherein the Internet directing code is selected from a quick response (QR) code, an alphanumeric code, a programmable code, a machine readable code or a readable code image.

5. The method of claim 1, wherein the mobile electronic device is one of a handheld device, handheld computer, mobile phone, cellular phone, smartphone, tablet computer or personal digital assistant.

6. The method of claim 1, wherein the Internet directing code contains information particular to the consumer, including order information of the one or more products.