WO2023210846A1 - 아이템 거래와 관련된 정보를 제공하는 장치 및 그 방법 - Google Patents

아이템 거래와 관련된 정보를 제공하는 장치 및 그 방법 Download PDF

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Publication number
WO2023210846A1
WO2023210846A1 PCT/KR2022/006264 KR2022006264W WO2023210846A1 WO 2023210846 A1 WO2023210846 A1 WO 2023210846A1 KR 2022006264 W KR2022006264 W KR 2022006264W WO 2023210846 A1 WO2023210846 A1 WO 2023210846A1
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WO
WIPO (PCT)
Prior art keywords
transaction
user
item
information
items
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PCT/KR2022/006264
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English (en)
French (fr)
Korean (ko)
Inventor
박혜진
이중환
정세환
황선희
이상호
이경화
김민서
강경태
김재현
고상진
이해연
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쿠팡 주식회사
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Application filed by 쿠팡 주식회사 filed Critical 쿠팡 주식회사
Publication of WO2023210846A1 publication Critical patent/WO2023210846A1/ko

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions
    • G06Q30/0601—Electronic shopping [e-shopping]
    • G06Q30/0633—Lists, e.g. purchase orders, compilation or processing
    • G06Q30/0635—Processing of requisition or of purchase orders
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/08—Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/08—Logistics, e.g. warehousing, loading or distribution; Inventory or stock management
    • G06Q10/083—Shipping
    • G06Q10/0837—Return transactions
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/38—Payment protocols; Details thereof
    • G06Q20/40—Authorisation, e.g. identification of payer or payee, verification of customer or shop credentials; Review and approval of payers, e.g. check credit lines or negative lists
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q20/00—Payment architectures, schemes or protocols
    • G06Q20/38—Payment protocols; Details thereof
    • G06Q20/40—Authorisation, e.g. identification of payer or payee, verification of customer or shop credentials; Review and approval of payers, e.g. check credit lines or negative lists
    • G06Q20/407—Cancellation of a transaction
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/06—Buying, selling or leasing transactions

Definitions

  • the present disclosure relates to a device and method for providing information related to item trading. More specifically, the present disclosure connects a user with a customer support center in response to a user's request, and initiates a transaction for at least a portion of one or more items associated with the first order corresponding to the user from an electronic device associated with the customer support center. It relates to a method of providing information related to an item transaction that obtains information indicating cancellation and provides information including the result of canceling the transaction to the user, and a user device using the same.
  • the condition or quality of items ordered online may be different from what the customer expected because the customer cannot physically check the item in person.
  • items ordered online are not immediately received by the customer, but are shipped from a logistics center and transported to the delivery location through delivery. Therefore, delivery may be disrupted due to a lack of item inventory, and items may be damaged or deteriorated. There is a possibility that various problems may occur, such as the customer may no longer need the item as delivery is delayed.
  • the problem that this embodiment aims to solve is to obtain a connection request from the user to the customer support center, to connect the user and the customer support center in response to the connection request, and to connect the user to the customer support center in order to solve the above-mentioned problems.
  • a user device that obtains information from an electronic device indicating cancellation of a transaction for at least some of the one or more items related to the first order corresponding to the user, and provides information including the result of canceling the transaction to the user, and The purpose is to provide a method.
  • a method of providing information related to item trading on a user device includes obtaining a connection request from a user to a customer support center; connecting the user and the customer support center in response to the connection request; Obtaining information indicating cancellation of a transaction for at least some of one or more items related to a first order corresponding to the user from an electronic device associated with the customer support center; and providing information including a result of canceling the transaction to the user.
  • obtaining the connection request includes obtaining a telephone connection request with the customer support center; and obtaining an online chat connection request with the customer support center.
  • the information notifying that the transaction is canceled includes information indicating that the transaction will be stopped before the transaction is completed, and information that a refund for the item will be processed after the transaction is completed. It may contain at least one piece of information.
  • the information notifying that a refund for an item will be processed after the transaction is completed may further include information determining whether to collect the item subject to a refund.
  • the information indicating cancellation of the transaction is at least one of information indicating the item for which the transaction is canceled among the one or more items, information indicating the reason for canceling the transaction, and information about the amount to be paid to the user. may include.
  • the reason for canceling the transaction is when information indicating a change in purchase intention for at least some of the one or more items is obtained from the user, and there is a shortage of stock for at least some of the one or more items.
  • the reason for canceling the transaction is when information indicating a change in purchase intention for at least some of the one or more items is obtained from the user, and there is a shortage of stock for at least some of the one or more items.
  • if there is a problem with delivery progress for at least some of the one or more items if there is a problem with payment for at least some of the one or more items, and if there is a problem with at least some of the one or more items It may include at least one of the cases where there is a problem with the condition.
  • feedback regarding future trading of the one or more items may be provided.
  • the method of providing information related to the item transaction may further include calculating the amount to be paid to the user based on information indicating cancellation of the transaction.
  • calculating the amount to be paid to the user includes determining a first amount to be returned to the user among the item price paid by the user; determining at least one of whether to return a delivery amount related to the first order to the user and a second amount to return; and determining at least one of whether to pay additional compensation to the user and a third amount to be paid.
  • the step of providing information including the result of canceling the transaction to the user includes further displaying the result of canceling the transaction on a screen displaying the result of processing the first order. It can be included.
  • the information including the result of canceling the transaction includes information including a list of items for which the transaction has been canceled, information including a list of items for which the transaction has not been canceled, and information including a list of items for which the transaction has not been cancelled, and the user upon cancellation of the transaction. It may contain at least one piece of information including the amount to be paid to.
  • the information including a list of items for which the transaction has not been canceled is provided when a transaction is canceled for a portion of the transaction quantity in relation to a specific type of item among the one or more items.
  • Quantity information calculated by subtracting the quantity can be included.
  • the information including the list of items for which the transaction has been canceled may include information indicating the reason for canceling the transaction.
  • the method of providing information related to the item transaction further includes providing information suggesting purchase of the item to the user, and the item proposing purchase to the user includes the transaction. It can be decided based on the result of cancellation.
  • a user device that provides information related to item trading includes a transceiver, a memory for storing instructions, and a processor, and the processor is connected to the transceiver and the memory to provide a connection from the user to the customer support center.
  • Obtain a request connect the user to the customer support center in response to the connection request, and connect the user to at least some of the one or more items associated with the first order corresponding to the user from an electronic device associated with the customer support center.
  • Information indicating cancellation of a transaction is obtained, and information including the results of canceling the transaction is provided to the user.
  • a user device and method for providing information related to an item transaction enable transaction cancellation for some of a plurality of items included in an order, thereby providing greater flexibility in case a problem arises with an item transaction. can be solved.
  • FIG. 1 is a schematic configuration diagram showing a system that provides information related to item trading according to an embodiment.
  • Figure 2 is an operation flowchart of an information processing method of a user device in a system that provides information related to item transactions according to an embodiment.
  • Figure 3 is a diagram illustrating information including the result of canceling a transaction according to an embodiment.
  • FIG. 4 is a diagram illustrating a user interface for checking information related to an order and changing a transaction status according to an embodiment.
  • FIG. 5 is a diagram illustrating a user interface for inputting a reason for partial cancellation of a transaction according to an embodiment.
  • FIG. 6 is a diagram illustrating an example of a user interface for inputting a reason for canceling an entire transaction according to an embodiment.
  • Figure 7 is an operation flowchart of a method in which a user device provides information related to item trading according to an embodiment.
  • Figure 8 is an exemplary diagram of the configuration of a user device that provides information related to item trading according to an embodiment.
  • the “terminal” mentioned below may be implemented as a computer or portable terminal that can connect to a server or other terminal through a network.
  • the computer includes, for example, a laptop, desktop, laptop, etc. equipped with a web browser
  • the portable terminal is, for example, a wireless communication device that guarantees portability and mobility.
  • all types of communication-based terminals such as IMT (International Mobile Telecommunication), CDMA (Code Division Multiple Access), W-CDMA (W-Code Division Multiple Access), and LTE (Long Term Evolution), smartphones, tablet PCs, etc. It may include a handheld-based wireless communication device.
  • each block of the processing flow diagram diagrams and combinations of the flow diagram diagrams can be performed by computer program instructions.
  • These computer program instructions can be mounted on a processor of a general-purpose computer, special-purpose computer, or other programmable data processing equipment, so that the instructions performed through the processor of the computer or other programmable data processing equipment are described in the flow chart block(s). It creates the means to perform functions.
  • These computer program instructions may also be stored in computer-usable or computer-readable memory that can be directed to a computer or other programmable data processing equipment to implement a function in a particular manner, so that the computer-usable or computer-readable memory It is also possible to produce manufactured items containing instruction means that perform the functions described in the flowchart block(s).
  • Computer program instructions can also be mounted on a computer or other programmable data processing equipment, so that a series of operational steps are performed on the computer or other programmable data processing equipment to create a process that is executed by the computer, thereby generating a process that is executed by the computer or other programmable data processing equipment. Instructions that perform processing equipment may also provide steps for executing the functions described in the flow diagram block(s).
  • each block may represent a module, segment, or portion of code that includes one or more executable instructions for executing specified logical function(s).
  • each block may represent a module, segment, or portion of code that includes one or more executable instructions for executing specified logical function(s).
  • FIG. 1 is a schematic configuration diagram showing a system that provides information related to item trading according to an embodiment.
  • a system that provides information related to item trading includes a user device 110, an electronic device 120, and a manager's device 130.
  • a system that provides information related to item transactions according to one embodiment may further include a manager's device 130.
  • the system for providing information related to item transactions according to one embodiment further includes a network network that supports information transmission and reception between at least some of the user device 110, the electronic device 120, the manager's device 130, and external devices. can do.
  • the user device 110, electronic device 120, and manager device 130 of the system that provide information related to item transactions may include a transceiver, memory, and processor.
  • the user device 110, the electronic device 120, and the manager's device 130 each refer to a unit that processes at least one function or operation, which is implemented through hardware, software, or a combination of hardware and software. It can be.
  • the user device 110, the electronic device 120, and the manager's device 130 are referred to as separate devices and servers, but this may have a logically divided structure, and may be separated from a single device or server. It can be implemented by function.
  • the electronic device 120 may include the user device 110 or may be integrated with the user device 110.
  • the method of providing information related to a series of item transactions performed by data transmission and reception between the user device 110, the electronic device 120, and the manager's device 130 can be performed similarly.
  • communication with the user device 110 may involve data between its components within the device (e.g., with the device's processor). It can be understood as a process of giving and receiving.
  • the user device 110, the electronic device 120, and the administrator's device 130 may include a plurality of computer systems or computer software implemented as a network server.
  • the user device 110, the electronic device 120, and the administrator's device 130 are connected to subordinate devices that can communicate with other network servers through a computer network such as an intranet or the Internet to perform tasks. It can refer to computer systems and computer software that receive requests, perform operations on them, and provide performance results.
  • a computer network such as an intranet or the Internet
  • the administrator's device 130 are a broad concept that includes a series of application programs that can operate on a network server and various databases built therein.
  • the user device 110, the electronic device 120, and the administrator's device 130 may run DOS, Windows, Linux, UNIX, or MacOS. It can be implemented using a network server program provided in various ways depending on the operating system, such as.
  • the user device 110 is a device for a user to purchase an item through an e-commerce website and may include a computer device, a mobile communication terminal, and a server.
  • the user device 110 may be implemented as a computer or a portable terminal capable of transmitting and receiving various information to and from the electronic device 120 through a network.
  • the user device 110 may provide information received from the electronic device 120 to the user, and may receive input from the user and transmit it to the electronic device 120.
  • Input received from the user may include various types of input, such as a click using a mouse, a touch using a touch pad or touch screen, voice recognition, and other electronic input.
  • the user device 110 may receive information from the electronic device 120 and provide it to the user. Depending on the embodiment, the user device 110 may directly generate information and provide it to the user, or may reconstruct information received from the electronic device 120 and provide it to the user.
  • the user device 110 obtains a connection request from the user to the customer support center and connects the user and the customer support center in response to the connection request.
  • a customer support center is associated with electronic device 120.
  • the customer support center may be managed by the electronic device 120, but is not limited thereto. Additionally, even when the customer support center is managed by the electronic device 120, the specific support information may be transmitted by a separate device or natural person.
  • the customer support center is managed by the electronic device 120, but specific customer support information is provided through the manager's device 130 used by the manager, and the electronic device 120 is the manager's device 130. ) may be transmitted to the user device 110.
  • customer support information may include answers responding to customer inquiries, approval responses responding to customer transaction cancellation requests, and additionally provided compensation information.
  • customer support information may be directly generated in the electronic device 120 and provided to the user device 110.
  • the user device 110 obtains information indicating a status change for at least some of the one or more items related to the first order corresponding to the user from an electronic device associated with the customer support center. That is, the information notifying the status change may be for all items related to the first order, or may be for some of them.
  • Information notifying a status change for at least some of the one or more items related to the first order includes information notifying that a transaction for at least some of the one or more items related to the first order is canceled, and information notifying that a transaction for at least some of the one or more items related to the first order is canceled It may include information indicating re-delivery of at least some of the above items.
  • the information notifying the status change corresponds to information notifying that the transaction for at least some of the items is canceled.
  • the information notifying the status change performs re-delivery. It can also be applied in the same way if it applies to other information, such as information to be notified.
  • the user device 110 provides information including the results of changing the status of at least some of the one or more items related to the first order (hereinafter, for convenience of explanation, this will be described as “information including the results of canceling the transaction”). ) is provided to the user.
  • the electronic device 120 is a device that generates various information and provides it to other servers and devices, and may include a computer device, a mobile communication terminal, and a server.
  • the electronic device 120 may generate information indicating cancellation of a transaction for at least some of the items related to the order and provide the information to the user device 110.
  • the electronic device 120 may generate at least some of various information based on information and requests received from other servers and devices.
  • information indicating cancellation of a transaction for at least some of the items related to the order may be information generated in response to a transaction cancellation request received from the manager's device 130.
  • the information generated by the electronic device 120 is not limited to being generated based on information and requests received from other servers and devices.
  • the electronic device 120 may manage the customer support center and connect the user and the customer support center in response to requests from the user device 110, etc.
  • a customer support center may be a center that receives various requests or complaints from customers and provides various information such as responses, instructions, and compensation in response to them, thereby solving problems that arise in connection with item transactions.
  • the administrator's device 130 may include a computer device, a mobile communication terminal, and a server.
  • the manager's device 130 is a terminal operated and managed by the manager, and may be a terminal used to perform a series of management operations. For example, the manager's device 130 receives a customer inquiry or complaint from the electronic device 120 and inputs (or requests or instructs the electronic device 120 to provide) an answer or compensation to be provided to the customer based on this. You can.
  • the manager's device 130 may provide a user interface such as a screen, receive input from the manager through this, and transmit it to the electronic device 120.
  • Operations related to a series of information processing methods may be implemented by a single physical device, or may be implemented by organically combining a plurality of physical devices.
  • some of the components included in a system that provides information related to item trading may be implemented by one physical device, and some of the components may be implemented by another physical device.
  • one physical device may be implemented as part of the user device 110, and another physical device may be implemented as part of the electronic device 120 or as part of another external device.
  • each component included in the system that provides information related to item trading is distributed and placed in different physical devices, and the distributed components are organically combined to provide information related to item trading. It may be implemented to perform the functions and operations of the system.
  • the user device 110 of this specification includes at least one sub-device, and some operations described as being performed by the user device 110 are performed by the first sub-device, and some other operations are performed by the second sub-device. It may also be performed by a device.
  • Figure 2 is an operation flowchart of an information processing method of a user device in a system that provides information related to item transactions according to an embodiment.
  • the user device 110 obtains a connection request from a user to a customer support center (201).
  • a connection request may include a request for a telephone connection with a customer support center.
  • a connection request according to one embodiment may include an online chat connection request.
  • the connection request is not limited to a specific method and may include various methods for communicating with the customer support center, such as including various online communication services (e.g., chatbots and video calls, etc.). all.
  • the user device 110 connects the user and the customer support center (202).
  • the operation of the user device 110 to connect the customer support center and the user may be interpreted as including various operations for mediation between the customer support center and the user.
  • the electronic device 120 is the direct entity that conveys the user's intention to the customer support center and receives a response from the worker of the customer support center (e.g., the manager operating the manager's device 130)
  • the user device If 110 transmits a user input to the electronic device 120 or receives a worker's response from the electronic device 120 and outputs it on the screen, it can be interpreted that the user device 110 connects the user and the customer support center.
  • the user device 110 obtains information from the electronic device 120 indicating that a transaction for at least some of the one or more items related to the first order corresponding to the user is canceled (203).
  • Information notifying that a transaction is canceled includes at least one of information indicating that the transaction will be stopped before the transaction is completed and information that a refund for the item will be issued after the transaction is completed. can do.
  • the information notifying that the transaction is canceled may include information that prevents the start of the transaction itself.
  • the information notifying that a transaction is canceled includes information notifying that a refund will be processed for the item after the transaction is completed, the information notifying that a refund will be processed according to one embodiment includes the item subject to a refund (at the delivery address). ) It may further include information used to determine whether or not to collect. In relation to this, whether to collect an item subject to a refund may be determined by the electronic device 120, but the decision is not limited thereto, and various devices may be the subject of the decision. Depending on the embodiment, the user device 110, which has received information notifying that a refund is in progress, may determine whether to collect the item subject to a refund.
  • Whether or not to collect an item subject to a refund may be determined by considering the item price, the weight and volume of the item, the ease of assigning workers for collection, etc., but is not limited to a specific embodiment.
  • Information notifying cancellation of a transaction may include at least one of information notifying the item for which the transaction is canceled among one or more items, information notifying the reason for canceling the transaction, and information on the amount to be paid to the user. .
  • Information on the amount to be paid to the user may include additional amount information to compensate for the user's inconvenience, in addition to the item price to be directly refunded to the user.
  • it was explained as information on the amount to be paid to the user but this should be understood as a concept that includes various rewards that can be paid to the user, such as coupons that can be used as cash or discounts when purchasing an item. It can include various types of rewards, such as coupons or other free gifts.
  • the reason for canceling the transaction is a first cancellation reason to cancel some of the one or more items related to the first order and a second cancellation reason to cancel all of the one or more items related to the first order. It may be divided into: However, this is an example, and depending on the embodiment, at least some of the reasons for canceling the transaction may be applied to both the case of canceling some or all of the one or more items related to the first order.
  • the reason for canceling a transaction is when information indicating a change in purchase intention for at least some of one or more items is obtained from the user, when stock is insufficient for at least some of one or more items, and one or more items If there is a problem with the delivery process for at least some of the items (including cases where delivery is not made and delivery is made but is later than the specified deadline), in relation to payment for at least part of one or more items It may include at least one of the following: a case where there is a problem and a case where there is a problem with the condition of at least some of one or more items (for example, when the product is damaged, spoiled, or the expiration date has passed, etc.).
  • the information notifying that the transaction is canceled is generated based on information received from the manager's device 130, generated based on information received from the user, or generated directly by the electronic device 120, etc. , can be generated based on various methods.
  • the reason for canceling a transaction may be determined in response to an administrator input received through a user interface provided on the screen of the administrator's device 130.
  • administrator input may be received in response to a user's request, but is not limited to this, and the administrator may enter a reason for transaction cancellation upon direct judgment, or may enter a reason for transaction cancellation upon request from a worker related to delivery performance, such as a delivery person. There may be various cases, such as inputting.
  • the reason for canceling a transaction may be determined in response to a complaint or request made by the user through a customer support center.
  • feedback regarding future transaction of the item may be provided.
  • This feedback may be provided by the electronic device 120, or may be determined by the manager based on suggestion information provided by the electronic device 120.
  • the electronic device 120 does not make a separate suggestion, but may provide a decision directly by the manager.
  • Various embodiments may exist, such as providing feedback according to the results.
  • the feedback provided may include a variety of examples, for example, if the reason for canceling a transaction is due to a delivery delay, the feedback provided may include information suggesting or directing hiring additional delivery personnel to lower the workload of each delivery person. You can.
  • the feedback provided may include information suggesting or directing that the minimum remaining shelf life hurdle required for the item to be shipped is higher. there is.
  • the feedback provided may include information suggesting or directing the use of more supplementary material.
  • the user device 110 may calculate the amount to be paid to the user based on information indicating cancellation of the transaction.
  • the user device 110 determines at least one of an operation of determining a first amount to be returned to the user among the item price paid by the user, whether to return the delivery amount related to the first order to the user, and a second amount to be returned.
  • the amount to be paid to the user may be calculated based on at least one of the operation of determining whether to pay additional compensation to the user and the third amount to be paid. For example, if the user purchases an item worth 10,000 won but cancels it due to delivery delay, the user device 110 determines the first amount to be 10,000 won, returns the delivery amount, and sets the second amount to 3,000 won.
  • the user device 110 determines the first amount to be 10,000 won, decides not to return the delivery amount, and does not pay additional compensation. If you decide not to do so, you may decide to return the total amount of 10,000 won. In relation to this, in addition to the case where the delivery amount is not returned, there may be various embodiments, such as the case where the delivery amount is returned but the delivery amount is multiplied by the ratio of the number of canceled items to the total number of transacted items. In addition, when paying a third amount, the amount may be determined by considering the specific reason for cancellation. For example, if the item has expired, a higher level of compensation will be provided than if the item has an expiration date remaining but the expiration date is somewhat imminent. may be made to pay.
  • the amount to be paid to the user may be determined by considering the reason for cancellation of the transaction.
  • whether to pay the second and third amounts and their specific amounts may be determined by considering the reason for cancellation of the transaction.
  • the user device 110 provides information including the results of canceling the transaction to the user (204).
  • the user device 110 may provide the result of canceling the transaction to the user by further displaying the result of canceling the transaction on the screen that displays the result of processing the first order.
  • the screen displaying the results of processing the first order is not only the result after processing of the first order is completed, but also a screen displaying the process in which the first order is being processed and a screen displaying that the first order is scheduled to be processed. It can be understood as a broad concept that includes the screen.
  • the information including the result of canceling the transaction includes information including a list of items for which the transaction was canceled, information including a list of items for which the transaction was not canceled, and the amount to be paid to the user upon cancellation of the transaction. It may contain at least one of the information containing.
  • FIG. 3 An example of information including the results of canceling a transaction is shown in Figure 3.
  • the result of canceling the transaction may be further displayed on the screen displaying the result of processing the first order (310).
  • reference numeral 311 corresponds to information containing a list of items for which a transaction has not been cancelled
  • reference numeral 312 corresponds to information containing a list of items for which a transaction has been cancelled
  • reference numeral 313 refers to information containing a list of items for which a transaction has been cancelled. The final amount the customer will pay can be matched to information.
  • the screen displaying the results of processing the first order may display one or more user interfaces (“Order Details”, “View Receipt”, etc.) for displaying detailed information, and these user interfaces If there is a user input for , a purchase receipt screen 320 and an order details screen 330 may be provided in response.
  • a purchase receipt screen 320 and an order details screen 330 may be provided in response.
  • the above-described items are displayed along with information such as the item price paid by the user in relation to each item, the item price still to be paid, and the item price to be refunded. Additional information such as the second amount and the third amount may be displayed. For example, information indicating that the amount to be paid for purchasing an item that the user has not canceled is 190 yen. Information indicating that the amount to be paid to the user upon cancellation of the transaction is 346 yen. Informing information, etc. may be provided (331).
  • information containing a list of items for which a transaction has not been canceled is provided by subtracting some of the quantity from the transaction quantity when the transaction is canceled for some of the transaction quantity in relation to a specific type of item among one or more items.
  • information including a list of items for which a transaction has been canceled may include information indicating the reason for canceling the transaction.
  • the reason for canceling the transaction For example, in relation to the example of Figure 3, if the transaction is canceled due to damage to one carton of water and one carton of milk, "Damaged Item” and “Damaged Item” are provided as the reason for cancellation along with information notifying the cancellation of each item. The same text may be displayed (see reference numeral 312). In relation to this, for items with the same reason for transaction cancellation, the reason for cancellation may be displayed only once, but the reason is not limited to this.
  • Information indicating the reason for canceling the transaction does not necessarily have to be included in the information including the list of items, but is related to the method of displaying the information, such as being displayed in a separate space on the screen displaying the results of processing the first order.
  • various embodiments may exist.
  • the user device 110 may further provide information suggesting purchase of an item to the user.
  • the item offered to the user for purchase may be determined based on the result of canceling the transaction. For example, if the user cancels the purchase of milk, the user device 110 may suggest the purchase of milk sold at another seller, or the purchase of soy milk, and in some cases, the same product as the canceled product. You can also offer to repurchase milk products.
  • the electronic device 120 may decide which item to purchase for the user, but the decision is not limited to this, and various embodiments may exist, such as the decision being made by an administrator's input or the user device 110 making the decision.
  • the purchase of an item may be proposed by taking into account not only the item for which the transaction was canceled, but also the reason for canceling the transaction. For example, if the reason the user canceled the purchase of milk was because of the user's change of mind, the purchase of the item may be proposed. You can suggest the purchase of soy milk, and if the reason for canceling the purchase of milk is because the item was damaged, you can suggest the purchase of a milk product that is tightly packaged in a plastic container.
  • FIG. 4 is a diagram illustrating a user interface for checking information related to an order and changing a transaction status according to an embodiment.
  • the electronic device 120 may confirm information related to an order and provide information for changing the transaction status.
  • the device that has received the information may configure and provide a user interface based on the provided information (400).
  • the user interface may provide functionality for retrieving one or more order information.
  • the function for retrieving order information may include a function for filtering order information based on criteria including at least some of order ID, order status, delivery person ID, device ID, customer phone number, and order date and time.
  • the user interface may provide a function for changing the status of order information.
  • This may include a function for changing the status of order information retrieved according to the search function described above, but is not limited to this, and an embodiment in which a search function does not exist but provides a function for changing the status of order information is also provided. It can exist.
  • the function for changing the status of order information may correspond to an interface that includes phrases such as “Change status” on the drawing.
  • the authority to change the status of order information may be provided to, for example, an administrator.
  • Figure 4 may correspond to a screen displayed on the administrator's device 130, but is not limited thereto.
  • FIG. 4 may include at least one of a screen displayed on the user device 110, a screen displayed on the electronic device 120, and a screen displayed on another external device.
  • a user interface when receiving an input to change the status of order information, may be provided for receiving a reason for canceling the transaction.
  • input to change the status of order information may be received from a person with authority to change the status of order information, such as an administrator, or may be received from a person who requests to change the status of order information, such as a user or delivery person. It could be. In the latter case, an administrator, etc. may further determine whether to approve the request, but the embodiment of the present invention is not limited to this case.
  • FIG. 5 An example of a user interface for receiving a reason for canceling a part of a transaction is shown in FIG. 5 (500), and a user interface for receiving a reason for canceling an entire transaction is shown in FIG. 6 (600). .
  • the user or administrator can select whether to cancel part or all of the transaction, and depending on the selection result, different options for selecting the reason for cancellation of the transaction may be displayed. there is. For example, when canceling part of a transaction, the options for selecting the reason for canceling the transaction are "Partially out of stock,” “Damaged Item,” and “Expiration Date.” May include “Expired Item”, “Missing Item”, etc. (510).
  • the options for selecting the reason for canceling the transaction are "Order Canceled by Customer", “Out of Stock”, and “Delayed Delivery ( It may include “Delayed Delivery”, “Item Not Received”, “Wrong Address”, and “Payment Declined” (610).
  • the option for selecting the reason for cancellation of a transaction may also include an option that does not specify the reason for cancellation of the transaction, which means that cancellation is possible even in cases where the reason for cancellation of the transaction is unknown or the reason for cancellation does not exist in the options. This may be to make it possible.
  • the reasons for canceling the transaction described in FIGS. 5 and 6 are merely examples, and the content of the present invention is not limited to such examples.
  • at least some of the reasons for canceling a transaction may be applied to both a case of canceling some or all of one or more items related to the first order.
  • “Expired Item” may be a reason to cancel a transaction for all items
  • “Item Not Received” may be a reason to cancel a transaction for only some of the items. It may also apply to reasons for.
  • Figure 7 is an operation flowchart of a method in which a user device provides information related to item trading according to an embodiment.
  • the user device 110 obtains a connection request from the user to the customer support center (710).
  • the connection request may include at least one of a telephone connection request with a customer support center and an online chat connection request.
  • the user device 110 that obtains the connection request connects the user and the customer support center in response (720).
  • the operation of the user device 110 to connect the customer support center and the user may be interpreted as including various operations for mediation between the customer support center and the user.
  • the user device 110 obtains information indicating cancellation of a transaction for at least some of the one or more items related to the first order corresponding to the user from the electronic device 120 associated with the customer support center (730).
  • Information notifying that a transaction is canceled includes at least one of information indicating that the transaction will be stopped before the transaction is completed and information that a refund for the item will be issued after the transaction is completed. can do.
  • the user device 110 provides information including the result of canceling the transaction to the user (740).
  • the user device 110 may provide the result of canceling the transaction to the user by further displaying the result of canceling the transaction on the screen that displays the result of processing the first order.
  • Figure 8 is an exemplary diagram of the configuration of a user device that provides advertising content according to an embodiment.
  • the user device 110 includes a transceiver 810, a processor 820, and a memory 830.
  • the user device 110 can be connected to the electronic device 120 and other external devices through the transceiver 810 and exchange data.
  • the processor 820 may include at least one device described above with reference to FIGS. 1 to 7 or may perform at least one method described above with reference to FIGS. 1 to 7 .
  • the memory 830 may store information for performing at least one method described above with reference to FIGS. 1 to 7 .
  • Memory 830 may be volatile memory or non-volatile memory.
  • the processor 820 can control the user device 110 to execute programs and provide information.
  • the code of the program executed by the processor 820 may be stored in the memory 830.
  • the user device 110 in one embodiment may further include an interface that can provide information to the user.
  • the user device, electronic device, or terminal includes a processor, memory for storing and executing program data, permanent storage such as a disk drive, a communication port for communicating with an external device, a touch panel, It may include user interface devices such as keys and buttons.
  • Methods implemented as software modules or algorithms may be stored on a computer-readable recording medium as computer-readable codes or program instructions executable on the processor.
  • computer-readable recording media include magnetic storage media (e.g., ROM (read-only memory), RAM (random-access memory), floppy disk, hard disk, etc.) and optical read media (e.g., CD-ROM). ), DVD (Digital Versatile Disc), etc.
  • the computer-readable recording medium is distributed among computer systems connected to a network, so that computer-readable code can be stored and executed in a distributed manner.
  • the media may be readable by a computer, stored in memory, and executed by a processor.
  • This embodiment can be represented by functional block configurations and various processing steps. These functional blocks may be implemented in various numbers of hardware or/and software configurations that execute specific functions. For example, embodiments may include integrated circuit configurations such as memory, processing, logic, look-up tables, etc., capable of executing various functions under the control of one or more microprocessors or other control devices. can be hired. Similar to how the components can be implemented as software programming or software elements, the present embodiments include various algorithms implemented as combinations of data structures, processes, routines or other programming constructs, such as C, C++, Java ( It can be implemented in a programming or scripting language such as Java, assembler, Python, etc. Functional aspects may be implemented as algorithms running on one or more processors.
  • this embodiment may employ conventional technologies for electronic environment settings, signal processing, and/or data processing.
  • Terms such as “mechanism,” “element,” “means,” and “composition” can be used broadly and are not limited to mechanical and physical components. The term may include the meaning of a series of software routines in connection with a processor, etc.

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PCT/KR2022/006264 2022-04-25 2022-05-02 아이템 거래와 관련된 정보를 제공하는 장치 및 그 방법 WO2023210846A1 (ko)

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KR102213768B1 (ko) * 2020-05-19 2021-02-08 주식회사 스타일씨코퍼레이션 빅데이터 기반의 ai가 고객의 정보를 기반으로 구매전환율이 높은 상품을 노출시키는 고객 맞춤형 상품 추천 시스템
KR102301535B1 (ko) * 2020-09-29 2021-09-13 이대성 쇼핑몰 방문 고객 및 고객의 지인에 대한 쇼핑몰 마케팅 시스템
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Publication number Priority date Publication date Assignee Title
JP2003288494A (ja) * 2002-03-28 2003-10-10 Mitsubishi Electric Information Systems Corp 返品処理支援サーバ及び返品処理支援方法及びプログラムを記録したコンピュータ読み取り可能な記録媒体及びプログラム
KR101977236B1 (ko) * 2018-02-28 2019-05-10 (주)재능넷 아웃소싱 서비스 거래에서 발생되는 분쟁을 해결하기 위한 부분결제취소 서비스 제공 방법
KR102213768B1 (ko) * 2020-05-19 2021-02-08 주식회사 스타일씨코퍼레이션 빅데이터 기반의 ai가 고객의 정보를 기반으로 구매전환율이 높은 상품을 노출시키는 고객 맞춤형 상품 추천 시스템
KR102301535B1 (ko) * 2020-09-29 2021-09-13 이대성 쇼핑몰 방문 고객 및 고객의 지인에 대한 쇼핑몰 마케팅 시스템
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