WO2024129218A1 - Mappage et intégration de catalogue de produits parmi des systèmes et des interfaces distribués, détermination dynamique et présentation d'offres de service personnalisées et gestion de cycle de vie de services - Google Patents

Mappage et intégration de catalogue de produits parmi des systèmes et des interfaces distribués, détermination dynamique et présentation d'offres de service personnalisées et gestion de cycle de vie de services Download PDF

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Publication number
WO2024129218A1
WO2024129218A1 PCT/US2023/065209 US2023065209W WO2024129218A1 WO 2024129218 A1 WO2024129218 A1 WO 2024129218A1 US 2023065209 W US2023065209 W US 2023065209W WO 2024129218 A1 WO2024129218 A1 WO 2024129218A1
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WO
WIPO (PCT)
Prior art keywords
protection plan
offers
shipping
item
offer
Prior art date
Application number
PCT/US2023/065209
Other languages
English (en)
Inventor
Woodrow Horwitz Levin
Rohan Ajay Shah
Michael Ross Darmousseh
Joseph Glen Moss
Original Assignee
Extend, Inc.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Priority claimed from US18/066,489 external-priority patent/US12131332B2/en
Application filed by Extend, Inc. filed Critical Extend, Inc.
Priority claimed from US18/193,788 external-priority patent/US20230237560A1/en
Publication of WO2024129218A1 publication Critical patent/WO2024129218A1/fr

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Classifications

    • 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
    • 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
    • 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
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/08—Insurance
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/02—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages

Definitions

  • the disclosed technology relates to technical improvements to systems for product catalog mapping and integration across distributed systems and interfaces, dynamic determination and presentation of customized service offers (e.g., product protection, shipping protection, etc.) at the point of sale, and lifecycle management of the services (e.g., including automated processing and adjudication of protection plan claims).
  • customized service offers e.g., product protection, shipping protection, etc.
  • lifecycle management of the services e.g., including automated processing and adjudication of protection plan claims.
  • Some examples described herein relate to a technology platform for product catalog mapping (e.g., by manufacturer and/or merchant) and integration across distributed systems and interfaces, dynamic determination and presentation of customized service offers (e.g., product protection or shipping protection) related to products as part of a user work flow (e.g., as part of product search, selection and/or at the point of sale), and lifecycle management of the services (e.g., including automated processing and adjudication of protection plan claims).
  • product catalog mapping e.g., by manufacturer and/or merchant
  • dynamic determination and presentation of customized service offers e.g., product protection or shipping protection
  • service offers e.g., product protection or shipping protection
  • lifecycle management of the services e.g., including automated processing and adjudication of protection plan claims.
  • the system may include digitally native claim adjudication, including a multilayer chat application/bot to ensure eligibility, help file a claim by asking relevant questions (using e.g., a decision tree, Al, ML technology, or other suitable techniques), process the claim, generate automated claim approval and/or automate obtaining repair/replacement of the product for the customer.
  • digitally native claim adjudication including a multilayer chat application/bot to ensure eligibility, help file a claim by asking relevant questions (using e.g., a decision tree, Al, ML technology, or other suitable techniques), process the claim, generate automated claim approval and/or automate obtaining repair/replacement of the product for the customer.
  • the system includes a computer-implemented offer management system, an offers management administrative module, a rules system for storing and managing rules and processing offer rules in real-time, one or more offers APIs, a set of offer management interfaces and other technology and components as set forth herein.
  • the Offers Management System e.g., a computing platform comprising a processor and memory that can help create the infrastructure and platforms necessary to continuously manage protection plan and shipping offers
  • the Offers Management System includes a set of connected platforms (e.g., a set of software systems/modules and APIs communicatively/operatively connected together) to manage all aspects of Offers. It can include an Offers Management Administrative module (e.g., an interface in a merchant- accessible portion of the platform that allows the merchant to control various aspects of offers), a Rules System (e.g., a system that allows merchants and other authorized users to manage offers without the need for computer development work), an Offers API (e.g., an interface that provides customized offers to merchants from an easy to integrate module or component), a Content Management System (e.g., a system that stores strings and marketing assets for offers, including one or more templates that may be used to render offers), Lead Tokens (e.g., a unique identifier encoded with the offer that may be returned by the Offers API), an Offer Rendering system (e.g., a set of computer rules that help programmatically render frame objects or other information to a consumer device through Modal, Cart,
  • the Offers Management Administrative module includes an interface that enables interaction with the Rules System. It enables merchants and other authorized users to present relevant available services to the consumer in real time using various rules detailed below.
  • the rules may include various factors including offer price, the merchant, product type, term length, coverage type, service type, region, subregion and/or other factors. This enables real-time dynamic offer determination and pricing.
  • a Rules Creator Interface enables authorized users (e.g., system administrators, merchants, and/or other authorized users) to create rules to manage all aspects of the Offer.
  • a Rules Simulator enables authorized users to see an output, given certain inputs, as a way to check the actual output matches the expected output.
  • a Rules Viewer Dashboard details all active and past rules and allows those rules to be edited.
  • the Rules System is part of the Offers Management System. It reads inputs, computes an output, and serves that output to the Offers API so that the Offer can be created in real time.
  • the Rules Evaluator computes the rules inputted into the Rules Creator and produces an output (e.g., consumer price test, no Offer because of consumer geographic eligibility, etc.).
  • the Offers API delivers customized Offers to merchants from an easy to integrate component.
  • the Offers API may be configured as the delivery mechanism of the Offers Management System.
  • the Offers API may create and return custom Offers via a token that will traverse the system.
  • the tokens may be stored for analytical, historical, and tracking purposes.
  • the Offers API may also serve as the method for merchants to create and update products.
  • CMS Content Management System
  • Product Marketing/Design The Content Management System
  • the CMS may store a catalog of templates. Each template may represent one offer rendering. These templates may be created and approved by Design and Product Marketing and stored.
  • the system may use an Offer Token such that an Offer is encoded in a token that tracks or follows the consumer's purchasing workflow and is returned by the Offers API, or in the case of a purchase, the Orders API.
  • An Offer Rendering system on the merchant's site can include outputs from the Rules Evaluator.
  • the Offer Rendering system may comprise a set of computer rules that help programmatically render frame objects or other information to a consumer device through Modal, Cart, or other user interface features during the purchase experience.
  • the process may include some or all of the following steps.
  • An entity e.g., a merchant
  • the system maps services (e.g., product protection, shipping protection, and other protection plans) forthe products.
  • services e.g., product protection, shipping protection, and other protection plans
  • the system can dynamically determine relevant offers based on various criteria (e.g., location, dynamic pricing and other factors).
  • the offers may be presented at various points in the consumer product purchase workflow (e.g., Product Detail Page, Interstitial Modal, the Shopping Cart and other locations).
  • the SKU for the protection plan (or other service identifier) is added to the user's electronic shopping cart.
  • a service e.g., product protection, shipping protection, etc.
  • the system will create a service contract in the system for that customer (e.g., a customer for a particular store).
  • the order will contain the protection plan with the corresponding pricing based on a selected time period (e.g., 1 year, 2 year, or 3 year protection plan selected by the customer).
  • the system may create a data structure including key fields such as the product reference ID, the plan Id for the plan that was purchased, the customer's email address and/or other information as may be necessary or desired.
  • the system may automatically register the protection plan (e.g., with a manufacturer or other protection plan provider) and send the customer an email with the protection plan summary and terms.
  • the system implements a protection plan claims adjudication component that is part of the system, including a chat application/bot to determine eligibility, gather information by asking relevant questions, facilitate automated claim approval and automatically assist in obtaining a repair/replacement of the product for the customer.
  • the integration system can provide computer-implemented components for incorporating a catalog of items with electronic protection plan offers that correspond with items. Once one or more protection plan offers are identified for an item, visual representations of the protection plan offers may be integrated as frame object components at a network document (e.g., webpage) associated with a merchant system from the integration system that is remote from the merchant system.
  • a network document e.g., webpage
  • Some aspects of examples described herein relate to technical improvements to various aspects of the foregoing system. Some of these technical improvements include enhanced technology for dynamic claims adjudication, where a bot is configured to dynamically adjudicate a claim via the ability to configure different questions/response paths for adjudicating claims via the chatbot and/or internal claims administrator tools (e.g., for customer service agents taking claims via phone) and/or merchant claims admin tools. Customizations may be configured manually on the system and then automatically served when a claim is initiated for different protection plans.
  • Another technical improvement includes dynamic messaging in offers.
  • the offer system can be configured to customize the text in protection plan offers and info pages for different product categories or merchants. Customizations may be configured manually on the system and then automatically served when an offer is displayed in different merchant stores.
  • Another technical improvement includes a merchant agent claims portal where merchant customer service agents can log into a portal and be automatically guided through an online form to process a claim.
  • the form may dynamically display correct question/response flow for that merchant / protection plan.
  • Another technical improvement includes real-time automated product protection plan mapping, including the ability to map a product not previously known to the offer management system to a protection plan at the time of product protection plan offer, based on product category information and/or machine learning models involving other product data.
  • a machine learning (ML) model may be implemented for product catalog protection mapping.
  • Another technical improvement includes technology to provide and manage multiple services via order data.
  • a merchant would have separate integration points to report a protection plan sale to the offer management system (e.g., via the Create Contract API), report a sale of a protectable item without a protection plan (e.g., via the Create Lead API), cancel a contract (e.g., via a Refund API), and to create or update products on the offer management system, where the services all related to a particular service (e.g., a protection service).
  • An improved orders API is configured to enable merchants to report the contents of a customer order and the offer management system can support the order by providing, for example, protection plan creation, lead creation, product creation and updates, protection plan cancellation/ refunds, handling for products that are shipped much later than the order date (which affects protection plan coverage dates), shipping protection sales, offer management system managed OEM protection plan services, returns management, and other post-purchase services.
  • Another technical improvement includes a dynamic offers rules engine which is configured to enable authorized users to create and store rules for controlling what coverages are offered and how they are priced, messaged, and displayed. This enables testing and optimization and can satisfy merchant-specific rules.
  • Another technical improvement includes a multi-tenancy management component which is configured to enable related entity management (e.g., a parent merchant with child stores) in the same account on a protection plan technology platform (i.e., centrally managed system, but each store has discrete products and protection plan programs).
  • entity management e.g., a parent merchant with child stores
  • protection plan technology platform i.e., centrally managed system, but each store has discrete products and protection plan programs.
  • the integration system may also implement a chatbot at a network document (e.g., webpage) associated with the merchant system.
  • the chatbot receives questions and provides answers by following a pre-determined decision tree of questions and inputs based on protection plans, merchant information, and product information.
  • the chatbot may assist a consumer user by answering questions or providing information about one or more protection plan offers for an item.
  • the chatbot may configure different question and response paths for adjudicating claims for the consumer user, an internal claims administrative user (e.g., for customer service agents taking claims via phone), or merchant claims administration tool.
  • the integration system may also implement a contract management engine to customize text in protection plan offers and information pages at the network document.
  • the information may provide descriptions of items or merchants, item categories, or other relevant information about protection plan offers for consumer users.
  • the contract management engine can provide text to the network document that is manually entered by an administrative user and/or automatically provide the information when a protection plan offer is displayed.
  • the integration system may also implement a lead token engine to identify that an item was purchased without a corresponding protection plan offer.
  • the lead token may identify a consumer user to contact after a purchase of the item to follow up with another offer to acquire a protection plan.
  • the integration system may also implement an administration module to provide information for administrative and merchant users.
  • a merchant customer service agent can log into an interface of the integration system and be walked through an online form that teaches the agent how to determine information to generate a claim.
  • the interface may dynamically display a correct question and response flow for a particular merchant or protection plan (e.g., based on a decision tree, a trained ML model or other suitable techniques).
  • the interface may identify a customer and a protection plan about which the customer is filing a claim using the provided information. Once the protection plan contract is identified, the interface can look up a correct decision tree to use.
  • the decision trees may be generally associated with a protection plan, but there can be decision tree branches that are specific to a merchant or product category.
  • the interface can then walk the customer through a series of questions and customer inputs based on the selected decision tree.
  • the customer's path through the decision tree may differ based on customer inputs.
  • one question in the decision tree may be whether the damage is a tear or a stain, and if the customer selects "stain" then the next question will be about the type of stain.
  • the integration system may also provide real-time automated mapping between a protection plan offer and an item.
  • the system may have the ability to map an item not previously stored in an item catalog data store and map the item to a protection plan offer in real-time.
  • the mapping may be based on item category information and/or a trained ML model involving other item data.
  • the integration system may also implement an action engine to provide one or more services (e.g., using order data, protection plan offer information, or consumer user information). For example, the system may initiate support for merchants by creating a protection plan based on a purchased protection plan offer, create a lead token associated with a potential future consumer, create items with corresponding information, cancel or update protection plan offers, initialize a refund process, update protection coverage dates based on delayed shipping timelines from the order date, generate a shipping protection order, and initiate original equipment manufacturer (OEM) protection plan services, returns management, or other post-purchase services.
  • OEM original equipment manufacturer
  • FIG. 1 illustrates a distributed environment for implementing catalog integration across distributed systems and interfaces, in accordance with the embodiments disclosed herein.
  • FIG. 2 illustrates an integration system, in accordance with the embodiments disclosed herein.
  • FIG. 3 is an illustrative interface to receive configuration information, in accordance with the embodiments disclosed herein.
  • FIG. 4 illustrates a configuration interface, in accordance with the embodiments disclosed herein.
  • FIG. 5 illustrates an authentication interface, in accordance with the embodiments disclosed herein.
  • FIG. 6 illustrates an item syncing interface, in accordance with the embodiments disclosed herein.
  • FIG. 7 illustrates an example of integrating one or more protection plan offers with merchant system, in accordance with the embodiments disclosed herein.
  • FIG. 8 illustrates an example of integrating one or more protection plan offers with merchant system, in accordance with the embodiments disclosed herein.
  • FIG. 9 illustrates a merchant system, in accordance with the embodiments disclosed herein.
  • FIG. 10 illustrates a layout of a network document associated with a merchant system, in accordance with the embodiments disclosed herein.
  • FIG. 11 illustrates an example of a network document associated with a merchant system, in accordance with the embodiments disclosed herein.
  • FIG. 12 illustrates an example of a network document associated with a merchant system, in accordance with the embodiments disclosed herein.
  • FIG. 13 illustrates an example of a network document associated with a merchant system, in accordance with the embodiments disclosed herein.
  • FIG. 14 illustrates an example of a network document associated with a merchant system, in accordance with the embodiments disclosed herein.
  • FIG. 15 illustrates manually adding a protection plan offer to an item order, in accordance with the embodiments disclosed herein.
  • FIG. 16 illustrates information provided in association with a transaction process, in accordance with the embodiments disclosed herein.
  • FIG. 17 illustrates an interface for initiating a return process, in accordance with the embodiments disclosed herein.
  • FIG. 18 illustrates a process for implementing an integration system, in accordance with the embodiments disclosed herein.
  • FIG. 19 illustrates a process for implementing an integration system, in accordance with the embodiments disclosed herein.
  • FIG. 20 illustrates an example flow diagram that may be used by an integration system to provide shipping protection offers on a live merchant website.
  • FIG. 21 illustrates another example flow diagram that may be used by an integration system to provide shipping protection offers on a live merchant website.
  • FIG. 22 illustrates another example flow diagram that may be used by an integration system to provide shipping protection offers on a live merchant website.
  • FIG. 23 illustrates an example of a network document associated with a merchant system, in accordance with the embodiments disclosed herein.
  • FIG. 24 illustrates an example of a network document associated with a merchant system, in accordance with the embodiments disclosed herein.
  • FIG. 25 illustrates an example of a network document associated with a merchant system, in accordance with the embodiments disclosed herein.
  • FIG. 26 is an example of a computing system that may be used in implementing various features of embodiments of the disclosed technology.
  • FIG. 1 illustrates a distributed environment for implementing catalog integration across distributed systems and interfaces, in accordance with the embodiments disclosed herein.
  • integration system 110 may communicate via network 140 in a distributed communication environment.
  • merchant system 120 may communicate via network 140 in a distributed communication environment.
  • consumer device 130 may communicate via network 140 in a distributed communication environment.
  • Integration system 110 may comprise, for example, memory 202, processor 204, machine readable media 206, and one or more data stores, including item catalog data store 230, protection plan data store 232, and action log data store 234.
  • Memory 202 may comprise random-access memory (“RAM”) or other dynamic memory for storing information and instructions to be executed by processor 204. Memory 202 might also be used for storing temporary variables or other intermediate information during execution of instructions to be executed by processor 204. Memory 202 may also comprise a read only memory (“ROM”) or other static storage device coupled to a bus for storing static information and instructions for processor 204.
  • RAM random-access memory
  • ROM read only memory
  • Processor 204 may comprise a general-purpose or special-purpose processing engine such as, for example, a microprocessor, controller, or other control logic. Processor 204 may be connected to a bus, although any communication medium can be used to facilitate interaction with other components of integration system 110 or to communicate externally.
  • a general-purpose or special-purpose processing engine such as, for example, a microprocessor, controller, or other control logic.
  • Processor 204 may be connected to a bus, although any communication medium can be used to facilitate interaction with other components of integration system 110 or to communicate externally.
  • Machine readable media 206 may comprise one or more interfaces, circuits, and modules for implementing the functionality discussed herein.
  • Machine readable media 206 may carry one or more sequences of one or more instructions to processor 204 for execution.
  • Such instructions embodied on machine readable media 206 may enable integration system 110 to perform features or functions of the disclosed technology as discussed herein.
  • the interfaces, circuits, and modules of machine readable media 206 may comprise, for example, interface engine 208, data processing engine 210, protection plan engine 212, offer integration module 214, chatbot module 216, contract management engine 218, lead token engine 220, administration module 222, and action module 224.
  • Interface engine 208 may also be configured to receive configuration information from an administrative user.
  • An illustrative interface is provided with FIG. 3, which is an interface to receive administrative user configuration information to begin providing product protection plan offers in association with a merchant user.
  • an administrative user may activate tool 310 to provide administrative user configuration information and protection plan offer information to interface engine 208.
  • the information may be stored with protection plan data store 232.
  • Activation of tool 310 may provide the ability to configure protection plan offers by creating a new administrative account or by providing credentials from an existing account associated with administrative user configuration information.
  • FIG. 4 illustrates a configuration menu, in accordance with the embodiments disclosed herein.
  • various drop-down options are provided to configure a network document associated with a merchant user.
  • the configuration menu may enable the user to select the individual features to leverage with merchant system 120, including providing protection plan offers and creating service contracts, balanced cart, display cart offers, and enable refunds.
  • the module may automatically handle cart balancing for protection plan orders. For example, if a consumer user increases or decreases the quantity of items, the quantity for the related protection plan offers in the cart should also increase or decrease. In addition, if a consumer user has completely removed a product from the cart, any related protection plan offers should be removed from the cart as well so the consumer user does not accidentally purchase a protection plan without the corresponding item.
  • the module By activating the "display cart offers” option, the module enables the ability to present protection plan offers directly in the shopping cart.
  • the items may have been stored with item catalog data store 230, mapped with one or more protection plan offers stored in protection plan data store 232, and are live at merchant system 120.
  • the module may enable a process that can automatically process refunds for protection plan offers.
  • Interface engine 208 may be configured to adjust authentication settings, as illustrated in FIG. 5.
  • the authentication settings may include, for example, mode, identifier (ID), API key, Sandbox® store ID, and Sandbox® API key.
  • “Mode” may identify types of authentication, including live authentication or external authentication (e.g., via Sandbox®) that are passed to interface engine 208 (e.g., vi a secure authentication channel).
  • Interface engine 208 may also be configured to receive a catalog of items.
  • the catalog of items may include, for example, an item name, description, brand, category, image, price, reference ID, parent reference ID (allows the association of multiple product variants with a single parent product), SKU, GTIN, UPC code, ASIN, barcode.
  • Information about the items may be received (e.g., in a file format) using an interface illustrated in FIG. 6.
  • the item information may be stored in item catalog data store 230.
  • the items can be synchronized with item catalog data store 230 and may occur in batches of 25, 50, and 100 items.
  • Interface engine 208 may also be configured to provide one or more interfaces for receiving information about one or more protection plan offers.
  • the protection plan offers may be processed using protection plan engine 212.
  • the protection plan offers may include an array of recommended protection plans comprising, for example, plan ID, plan name, plan category, price, term length, coverage type, service type (for claims), when coverage begins, deductible, a link to plan details and terms, and/or various strings of marketing text to be used in the offer.
  • the protection plan offer information may be stored in protection plan data store 232.
  • Data processing engine 210 may be configured to match one or more items with one or more protection plan offers.
  • the protection plan offer may be matched to an item when a characteristic of the protection plan offer matches an item property.
  • automated mapping is based primarily on product category, which is mapped to certain protection plan categories. In some examples, automated mapping is based on product title, store, or any of the product identifiers (e.g., SKU, GTIN, UPC, ASIN), and can be influenced by price (e.g., if two items are in the same product category but at different price levels, they could end up mapped to different plans).
  • Offer integration module 214 may be configured to provide a protection plan offer at a network document (e.g., webpage) of merchant system 120.
  • a network document e.g., webpage
  • the protection plan offers may be integrated as a frame object component of a network document (e.g., webpage) associated with merchant system 120.
  • the frame object may link the protection plan offer to integration system 110 that is remote from merchant system 120.
  • Offer integration module 214 may also be configured to provide shipping options at a network document (e.g., webpage) of merchant system 120.
  • a network document e.g., webpage
  • the protection plan offers may be integrated as a frame object component of a network document (e.g., webpage) associated with merchant system 120.
  • the frame object may link the shipping option to integration system 110 that is remote from merchant system 120 (e.g., shipping through a third party entity).
  • FIG. 7 An illustrative example of integrating one or more protection plan or shipping offers with merchant system 120 is provided in FIG. 7.
  • merchant system 120 may integrate with different aspects of integration system 110. These integration points may be accomplished by merchant system 120 passing information directly through the APIs associated with integration system 110, or by using one or more plugins associated with integration system 110 for various eCommerce platforms (e.g., a Shopify App, Magento extension, Salesforce Commerce Cloud cartridge, BigCommerce App, or other applications).
  • a Shopify App e.g., Magento extension, Salesforce Commerce Cloud cartridge, BigCommerce App, or other applications.
  • the plugins associated with integration system 110 may automate the API integration for merchants.
  • a merchant could either write code on merchant system 120 that transmits product information from their web catalog to integration system 110 via a Products API.
  • a merchant could install a Shopify App and that app could automatically synchronize the product information with integration system 110 on the merchant's behalf.
  • item information from a merchant web catalog of merchant system 120 may be received during a synchronization process at the Products API of integration system 110.
  • Products API of integration system 110 may validate the item information.
  • integration system 110 may receive the validation referencelD.
  • merchant system 120 may update the live website with the item information.
  • the live website may transmit an offer GET command to integration system 110 via Offers API associated with integration system 110.
  • integration system 110 may transmit one or more valid protection plans to the live website associated with merchant system 120.
  • the live website of merchant system 120 may transmit transaction or other checkout information with the selected protection plan as a completed sale to the eCommerce platform.
  • the protection plan is selected by the user.
  • the eCommerce platform may transmit a contract POST command to integration system 110 via an Orders API or a Contracts API associated with integration system 110.
  • the Orders API may enable merchants to report various actions related to a transaction including orders, whether product protection or shipping protection was purchased, whether a product was returned, etc.
  • Integration system 110 may then process this information to create a contract (e.g., an extended product protection contract if extended product protection was purchased, a shipping protection contract if a purchased product is shipping and/or shipping protection was purchased), a lead, a refund, etc.
  • a valid contractID may be transmitted back to the eCommerce platform.
  • the live website of merchant system 120 may transmit transaction or other checkout information without any selected protection plan as a completed sale to the eCommerce platform.
  • the protection plan is not selected by the user.
  • the eCommerce platform may transmit a lead POST command to integration system 110 via Leads API associated with integration system 110. A valid lead token may be transmitted back to the eCommerce platform.
  • the eCommerce platform may transmit a refund POST command to integration system 110 via Contracts API associated with integration system 110.
  • a refund confirmation may be transmitted back to the eCommerce platform.
  • the eCommerce platform of merchant system 120 may receive the refund confirmation of the returned item via the Orders API or a Contracts API.
  • a middleware integration layer of merchant system 120 may transmit item information one or more items added to the web catalog, returned to the merchant, or removed from the web catalog.
  • the item information may be added when the item is received at a merchant warehouse associated with merchant system 120 (e.g., from a manufacturer or returned by a consumer).
  • the item information may be removed when the item is ordered through the eCommerce platform of merchant system 120.
  • a post purchase upsell component of merchant system 120 may receive an order with a valid lead token from the middleware integration layer of merchant system 120.
  • an item may be added or updated.
  • the merchant finance system of merchant system 120 e.g., which may be separate from the eCommerce platform
  • the middleware integration layer of merchant system 120 may interact with the middleware integration layer of merchant system 120.
  • an item may be removed after a web order or a return.
  • the merchant finance system of merchant system 120 may interact with the middleware integration layer of merchant system 120.
  • FIG. 8 An illustrative example of integrating one or more protection plan offers with merchant system 120 is provided in FIG. 8.
  • merchant system 120 may dynamically deliver an optimized protection plan offer to the merchant and then to the customer.
  • the live website of merchant system 120 may transmit a GET command to integration system 110 via Offers API associated with integration system 110.
  • the Offers API associated with integration system 110 may transmit token 850 to live website of merchant system 120. Integration system 110 may determine one or more protection plan offers for display at the live website with the item.
  • Offers API associated with integration system 110 may determine one or more offers associated with the token. For example, at block 830, Offers API may interact with rules system associated with integration system 110 to determine one or more rules that identify one or more offers.
  • the rules system associated with integration system 110 may interact with offers management interfaces associated with integration system 110.
  • the offers management interfaces may be used to create or alter one or more rules that associated with the protection plan offers.
  • the creation and management of these rules may be implemented asynchronously and not related to an order, return, or other transaction.
  • the protection plan offer associated with token 850 may be displayed at the live website of merchant system 120 with the item.
  • Chatbot module 216 may be configured to provide questions and/or responses at a network document (e.g., webpage) associated with merchant system 120.
  • the chatbot receives questions and provides answers corresponding with a pre-determined decision tree of questions and inputs based on protection plans, merchant information, and product information.
  • the chatbot may assist a consumer user by answering questions or providing information about one or more protection plan offers for an item.
  • the chatbot may configure different question and response paths for adjudicating claims forthe consumer user, an internal claims administrative user (e.g., for customer service agents taking claims via phone), or merchant claims administration tool.
  • the chatbot may receive a customer's email address and identification of a product they are filing a claim about, or alternatively, the customer may enter information associated with the protection plan (e.g., contract ID or merchant order ID). Chatbot module 216 may identify the customer and the protection plan about which the customer is filing a claim using the provided information. Once the protection plan contract is identified, chatbot module 216 can look up the correct decision tree to use. The decision trees may be generally associated with a protection plan, but there can be decision tree branches that are specific to a merchant or product category. Chatbot module 216 then walks the customer through a series of questions and customer inputs based on the selected decision tree, and the customer's path through that decision tree differ based on customer inputs. For example, in a furniture claim, one question in the decision tree may be whether the damage is a tear or a stain, and if the customer selects "stain" then the next question will be about the type of stain.
  • the protection plan e.g., contract ID or merchant order ID
  • Contract management engine 218 may be configured to customize text in protection plan offers, shipping options, and information pages at the network document.
  • the information may provide descriptions of items or merchants, item categories, or other relevant information about protection plan offers for consumer users.
  • the contract management engine can provide text manually by an administrative user and/or automatically provide the information when a protection plan offer is displayed in different merchant stores.
  • Lead token engine 220 may be configured to determine one or more lead tokens.
  • a lead token may correspond with an item that was purchased without a corresponding protection plan offer.
  • the lead token may identify a consumer user to contact after a purchase of the item to follow up with another offer to acquire the protection plan.
  • Administration module 222 may be configured to provide information for administrative and merchant users. For example, a merchant customer service agent can log into an interface of the integration system and be walked through an online form that teaches the agent how to determine information generate a claim. The interface may dynamically display a correct question and response flow for a particular merchant or protection plan (e.g., based on a decision tree).
  • Administration module 222 may be configured to real-time automated mapping between a protection plan offer and an item (or one or more shipping options and an item). For example, administration module 222 may have the ability to map an item not previously stored in an item catalog data store and map the item to a protection plan offer in real-time. The mapping may be based on item category information and/or a trained ML model involving other item data.
  • Action module 224 may be configured to provide one or more services (e.g., using order data, protection plan offer information, or consumer user information). For example, action module 224 may initiate support for merchants by implementing one or more actions. Examples of actions may include, for example, creating a protection plan based on an purchased protection plan offer, create a lead token associated with a potential future consumer (e.g., using lead token engine 220), create items with corresponding information, cancel or update protection plan offers, initialize a refund process, update protection plan coverage dates based on delayed shipping timelines from the order date, generate a shipping protection order, and initiate original equipment manufacturer (OEM) protection plan services, returns management, or other post-purchase services. The actions may be stored with action log data store 234.
  • OEM original equipment manufacturer
  • Action module 224 may be configured to select one or more actions automatically. For example, the actions may be chosen automatically based on predefined rules associated with the contents of the order information passed to integration system 110.
  • a rule stored with integration system 110 may match the combination of product and protection plan.
  • Action module 224 can create a product protection or shipping protection contract for that customer and product. If, on the other hand, the order information included a product that can be protected through a protection plan but no protection plan was selected, a rule stored with integration system 110 may create a lead token instead (e.g., via lead token engine 220).
  • FIG. 9 illustrates a merchant system, in accordance with the embodiments disclosed herein.
  • merchant system 120 may comprise, for example, memory 902, processor 904, machine readable media 906, and one or more data stores, including item catalog data store 920 and action log data store 922.
  • Memory 902 may comprise random-access memory (“RAM”) or other dynamic memory for storing information and instructions to be executed by processor 904. Memory 902 might also be used for storing temporary variables or other intermediate information during execution of instructions to be executed by processor 904. Memory 902 may also comprise a read only memory (“ROM”) or other static storage device coupled to a bus for storing static information and instructions for processor 904.
  • RAM random-access memory
  • ROM read only memory
  • Processor 904 may comprise a general-purpose or special-purpose processing engine such as, for example, a microprocessor, controller, or other control logic. Processor 904 may be connected to a bus, although any communication medium can be used to facilitate interaction with other components of merchant system 120 or to communicate externally.
  • Machine readable media 906 may comprise one or more interfaces, circuits, and modules for implementing the functionality discussed herein.
  • Machine readable media 906 may carrying one or more sequences of one or more instructions processor 904 for execution.
  • Such instructions embodied on machine readable media 906 may enable merchant system 120 to perform features or functions of the disclosed technology as discussed herein.
  • the interfaces, circuits, and modules of machine readable media 906 may comprise, for example, interface engine 908, item catalog module 910, transaction module 912, fulfillment module 914, and returns module 916.
  • Interface engine 908 may be configured to provide a network document associated with merchant system 120 to a browser application of consumer device 130.
  • the network document may include an electronic storefront to purchase items provided by merchant system 120.
  • Consumer device 130 may access the network document via network 140.
  • FIG. 10 An illustrative layout of a network document associated with merchant system 120 is provided with FIG. 10.
  • merchant site 1000 includes item image 1010, one or more item descriptions 1020 (illustrated as first item description 1020A and second item description 1020B), protection plan or shipping offer 1030, and "add to cart" tool 1040.
  • Protection plan or shipping offer 1030 may be a frame object that is replaceable and updated by integration system 110.
  • merchant site 1100 includes item image 1110, one or more item descriptions 1120 (illustrated as first item description 1120A, second item description 1120B, and third item description 1120C), protection plan or shipping offer 1130, and "add to cart" tool 1140.
  • one or more protection plans or shipping offers may be provided in a frame object for display at 1130.
  • the merchant may be authenticated and identify a catalog of items offered by merchant system 120.
  • the items may be synced with integration system 110 and associated with one or more protection plans or shipping offers.
  • the available protection plans or shipping offers may be displayed in the storefront at 1130.
  • the network document may correspond with Product Detail Page, Interstitial Modal, and the Shopping Cart.
  • the protection plans and/or shipping offers may be shown above the "add to cart" tool 1140.
  • FIG. 12 An illustrative example of a network document associated with merchant system 120 is also provided with FIG. 12.
  • merchant site 1200 includes a plurality of protection plan offers for the item illustrated in FIG. 11. Shipping options may also or alternatively be provided.
  • the network document may identify whether a protection plan offer was selected.
  • a tool e.g., provided by integration system 110
  • the website may display the protection plan offer when the corresponding item is displayed.
  • An indication of whether the protection plan offer was selected or not selected may be determined.
  • the "add to cart” tool 1140 if no protection plan offer is selected, the consumer user may see a modal window displaying the linked protection plan offers to the item they have added. Selecting the "add protection" tool 1210 may add a protection plan offer to the electronic shopping cart in addition to the item.
  • an API call is activated to send analytics back to integration system 110 to let the system know whether or not a user saw the protection plan offers.
  • the Interstitial Modal (e.g., displaying the protection plan offers) may be provided whenever the Product Detail Page or the Shopping Cart is displayed.
  • the protection plan offers may be pre-fetched when the user first loads the page, so no additional network request may be needed.
  • FIG. 13 An illustrative example of a network document associated with merchant system 120 is also provided with FIG. 13.
  • the "add to cart" tool 1140 for the item illustrated in FIG. 11 was activated and the item was added to the electronic shopping cart without the protection plan offer.
  • a second opportunity to add a protection plan offer may be provided with FIG. 13 at the "add protection" tool 1310. If selected, merchant system 120 may add a protection plan offer to the electronic shopping cart in addition to the item.
  • FIG. 14 An illustrative example of a network document associated with merchant system 120 is also provided with FIG. 14.
  • an electric shopping cart is illustrated for the item illustrated in FIG. 11.
  • a protection plan offer and an item associated with merchant user may be added to the electronic shopping cart.
  • the protection plan offer may be manually added to an order with an item, as illustrated in FIG. 15.
  • an item may be added to an electronic shopping cart without a protection plan offer.
  • the protection plan offer may be added using the "add protection" tool 1510 after the item is added to the electronic shopping cart.
  • Item catalog module 910 may be configured to provide information associated with an item.
  • the information may comprise an item name, description, brand, category, image, price, reference ID, parent reference ID (e.g., in order to associate multiple product variants with a single parent product), SKU, GTIN, UPC code, ASIN, and/or barcode.
  • the item information may be provided and/or synced with integration system 110 to identify one or more protection plan offers associated with the item.
  • the item may be offered for purchase by the merchant at the network document.
  • the item information may be stored in item catalog data store 920.
  • Transaction module 912 may be configured to initiate a transaction process for an item. Once "add to cart" tool is activated for a particular item, the transaction process may be initiated for the item locally at the merchant system 120 to provide the item to the consumer user.
  • FIG. 16 illustrates information provided in association with a transaction process, in accordance with the embodiments disclosed herein.
  • a contract ID 1610 may be provided in association with the item and the protection plan offer.
  • the contract ID 1610 may be provided at the network document or provided through an electronic communication system.
  • Fulfillment module 914 may be configured to initiate a process to provide the item to the consumer user.
  • item fulfilment may be a process consisting of receiving a physical item and shipping the item for distribution to the consumer user.
  • Returns module 916 may be configured to initiate a return process to return the item from the consumer user back to the merchant.
  • the process may comprise identifying that the item was received from the consumer user at a shipping facility, updating a data store that the item was received (e.g., and available for a new transaction), and returning any funds transferred back to an account of the consumer user.
  • FIG. 17 An illustrative interface for initiating the return process is provided with FIG. 17. For example, the consumer user may select the item or protection plan offer to return and select the "request refund" tool 1710.
  • FIG. 18 illustrates a process for implementing an integration system, in accordance with the embodiments disclosed herein.
  • integration system 110 of FIG. 1 or other computing device may perform the process illustrated in FIG. 18.
  • the process may receive a catalog of items from a merchant.
  • interface engine 208 of integration system 110 may receive the catalog of items.
  • the process may determine a set of protection plan offers to display in a live website associated with the merchant.
  • data processing engine 210 and/or protection plan engine 212 of integration system 110 may determine the set of protection plan offers to display in the live website.
  • the live website may display items of the catalog of items with frame objects comprising the set of protection plan offers.
  • at least one of protection plan engine 212 and offer integration module 214 of integration system 110 may display the items of the catalog of items with the frame objects comprising the set of protection plan offers.
  • the process may receive a notification associated with a transaction involving a first item of the catalog of items and a customer.
  • interface engine 208 of integration system 110 may receive the notification associated with the transaction.
  • the process may perform an action associated with the transaction notification and a first protection plan offer of the set of protection plan offers.
  • action module 224 of integration system 110 may perform the action associated with the transaction notification and the first protection plan offer.
  • the process may for example: (a) create a contract (e.g., a product protection contract or a shipping protection contract) associated with the first item, the customer, and the first protection plan offer (e.g., a contract for a first protection plan associated with the first protection plan offer); or (b) generate a refund associated with the first item, the customer, and the first protection plan offer (e.g., a refund for the first item under a first protection plan associated with the first protection plan offer).
  • a contract e.g., a product protection contract or a shipping protection contract
  • the first protection plan offer e.g., a contract for a first protection plan associated with the first protection plan offer
  • a refund associated with the first item, the customer, and the first protection plan offer e.g., a refund for the first item under a first protection plan associated with the first protection plan offer.
  • the process may generate a lead token associated with the first item, the customer, and the first protection plan offer. Accordingly leveraging the lead token, the first protection plan offer can be re-marketed to the customer at a later time.
  • embodiments of the presently disclosed technology can provide product protection offers and shipping protection offers using a single integration system. Additional details on such an integration follows.
  • Plans Similar to product protection, embodiments can provide shipping protection as "plans" or "plan offers" on an integration system.
  • Each shipping protection plan/plan offer may be a data object that includes properties representing what types of products/items are covered or excluded, coverage maximums, the associated plan terms & conditions, the premium to be charged, etc.
  • Embodiments may provide an internal user interface (Ul) so that an administrative team (e.g., a Protection Plan Programs team) can easily configure and update product and shipping protection plans, enabling creation of both general and bespoke/customized programs for merchants, speeding up both the sales and integration process.
  • an administrative team e.g., a Protection Plan Programs team
  • Product and shipping protection plans enabling creation of both general and bespoke/customized programs for merchants, speeding up both the sales and integration process.
  • Embodiments can use the same/similar functionality to onboard merchant stores and merchant product catalogs onto the integration system. This enables quick mapping of products to plans (e.g., product and/or shipping protection plans), which can result in expedited provision of product and shipping protection plan offers on live merchant websites.
  • plans e.g., product and/or shipping protection plans
  • the same/similar methods as described above can be used to create a store on the integration system for product protection and shipping protection, or either individually. These methods may include: (1) automatically transferring store data via an eCommerce platform plugin (e.g. Shopify app, BigCommerce app, Magento extension, Salesforce Commerce Cloud extension); or (2) an administrator manually entering store data in an internal Ul of the integration system.
  • an eCommerce platform plugin e.g. Shopify app, BigCommerce app, Magento extension, Salesforce Commerce Cloud extension
  • an administrator manually entering store data in an internal Ul of the integration system.
  • products e.g., items sold by a merchant
  • products can be uploaded onto the integration system for both product protection and shipping protection at the same time by any of the following exemplary methods: (a) automatically transferring product data via an eCommerce platform plugin (e.g. Shopify app, BigCommerce app, Magento extension, Salesforce Commerce Cloud extension); (b) creating product/update product API calls; (c) a CSV file of products can be processed by the integration system; (d) an administrator manually entering store data in an internal III of the integration system; etc.
  • the integration system may even identify new products in order data that a merchant provides to the integration system in an Orders API call.
  • the integration system can create a data object representing the product in real time (this may be the same/similar process that occurs when a merchant uploads a product catalog to the integration system via the Shopify app, product create API calls, CSV files, etc.).
  • This enables merchants with large or frequently-changing product catalogs to get their integration live quickly and keep it up to date with improved product coverage without having to deal with cumbersome product create/update processes. That is, the above-described functionality can remove the need for a merchant to upload their whole product catalog before they start working with the integration system, and makes it easier for the merchant to keep their product catalog up to date with the integration system. This functionality may be available for both shipping protection and product protection programs.
  • the integration system may need to determine whether a product is eligible for shipping protection.
  • Embodiments may use various parameters to make this determination. For example, embodiments may first make a true/false determination regarding whether a product is a physical good that can be shipped. Ineligible (i.e. false) products could include digital goods, services, and products that are picked up from the store or hand delivered and installed by a merchant.
  • embodiments may make a second true/false determination of whether the product is eligible for coverage per a policy (e.g., a policy of the integration system's service provider, a merchant policy, an insurance carrier's policy, any combination of the foregoing policies, etc.). This all can be manually set by an administrator via an internal Ul of the integration system. Alternatively, eligibility can be automatically determined by product category data passed by a merchant, or via machine learning models using product data. [0140] Shipping Protection Plan Presentment: A merchant can display shipping protection plan offers in their store (and/or on their live website) showing the price of associated shipping protection plans and their coverage details.
  • a policy e.g., a policy of the integration system's service provider, a merchant policy, an insurance carrier's policy, any combination of the foregoing policies, etc.
  • a merchant may offer/provide: (a) opt-in shipping protection plans (e.g., a customer must click a toggle to add shipping protection to their order), (b) opt-out shipping protection plans (e.g., shipping protection is included unless a customer clicks a toggle to remove shipping protection from their order), (c) merchant-included shipping protection plans (e.g., a merchant adds shipping protection to every order and a customer cannot add or remove it).
  • opt-in shipping protection plans e.g., a customer must click a toggle to add shipping protection to their order
  • opt-out shipping protection plans e.g., shipping protection is included unless a customer clicks a toggle to remove shipping protection from their order
  • merchant-included shipping protection plans e.g., a merchant adds shipping protection to every order and a customer cannot add or remove it).
  • the integration system can allow a merchant to present shipping protection plan offers in various ways.
  • the integration system may provide a shipping protection plan Offers API that facilitates direct integration of shipping protection plan offers into a merchant's live website. This may leverage the same/similar integration process as described above for product protection (and more generally other protection plans) using the Offers API.
  • the Offers API described above may be used to determine one or more shipping protection plan offers for display at the merchant's live website with an eligible product/item.
  • the integration system can also enable software development kit (SDK) integration where a merchant can use the same SDK for both product protection offers and shipping protection offers.
  • SDK software development kit
  • SDK may take product data, retrieve an applicable offer (e.g., a product protection or shipping protection offer), and automatically display a III element representing the offer.
  • the integration system can allow a merchant to use an eCommerce application (e.g., Shopify app, BigCommerce app, Magento extension, Salesforce Commerce Cloud cartridge) to automatically generate offers (e.g., using Extend SDK).
  • an eCommerce application e.g., Shopify app, BigCommerce app, Magento extension, Salesforce Commerce Cloud cartridge
  • the integration system can also facilitate easy/merchant friendly reporting of shipping protection orders. For example, a merchant can send a single packet of order data to the integration system for every order placed using the above-described Orders API. A merchant can also use the Orders API to update every order as it changes (items added/removed, order canceled, order shipped, etc.). From this order data, the integration system can: (a) create a product protection contract (i.e.
  • a contract for a purchased product protection plan and/or create a shipping protection contract (i.e., a contract for a purchased shipping protection plan); (b) cancel a product protection contract and/or cancel a shipping protection contract; (c) update a product protection contract (this may not be as applicable for shipping protection contracts); (d) create a lead (or a lead token) for product protection (this may not be as applicable for shipping protection contracts); (e) create a product on the integration system; etc.
  • the integration system can adjudicate protection claims such as product protection claims and shipping protection claims.
  • the integration system may utilize a chat application/bot to determine eligibility and help file a claim (e.g., a product protection or shipping protection-related claim) by asking relevant questions.
  • the chat application/bot may leverage configurable decision trees for both product protection and shipping protection claim entitlement and adjudication so customers can file a claim and get approved online within minutes.
  • Shipping protectionspecific decision trees may be configured to handle claims for lost, stolen, or damaged packages.
  • the chat application/bot can facilitate automated shipping protection claim approval and automatically assist in obtaining a repair/replacement of a product for the customer (e.g., for a product/package lost or damaged during shipping).
  • employees/administrators of a company providing the integration system can file a claim (both product protection and shipping protection) on customer's behalf using an internal III of the integration system while speaking to a customer.
  • An internal administrator claim form can follow the same/similar decision tree as the chat application/bot.
  • Merchant customer service representatives can also use a merchant portal (e.g., a III or API) to file a claim (both product protection and shipping protection) on the customer's behalf while speaking to a customer.
  • a merchant portal claim form may follow the same/similar decision tree as the chat application/bot.
  • Shipping Protection Claim Fulfillment Using the same/similar technology as described above, the integration system can also fulfill claims for both shipping protection and product protection. For example, Shopify customers can automatically issue a Shopify Promo code equal to the claim amount so the customer can repurchase the claims item(s) for both shipping protection or product protection claims.
  • Embodiments can also automatically issue a virtual gift card equal to the claim amount so a customer can repurchase claims item(s) for both shipping protection and product protection claims. For some customers, customer service administrators/employees can manually repurchase the claims item(s) and send to the customer filing the claim.
  • FIG. 19 illustrates a process for implementing an integration system, in accordance with the embodiments disclosed herein.
  • integration system 110 of FIG. 1 or other computing device may perform the process illustrated in FIG. 19.
  • the process may receive a catalog of items from a merchant.
  • interface engine 208 of integration system 110 may receive the catalog of items.
  • the process may determine a set of product protection plan offers and a set of shipping protection plan offers to display in a live website associated with the merchant.
  • data processing engine 210 and/or protection plan engine 212 of integration system 110 may determine the set of protection plan offers to display in the live website.
  • the live website may display items of the catalog of items with frame objects comprising the set of product protection plan offers and the set of shipping protection plan offers.
  • the process may display a first item of the catalog with a first frame object comprising the set of product protection plan offers and a second frame object comprising the set of shipping protection plan offers.
  • the set of product protection plan offers and the set of shipping protection plan offers may be bundled together in a single frame object.
  • at least one of protection plan engine 212 and offer integration module 214 of integration system 110 may display the items of the catalog of items with the frame objects comprising the set of protection plan offers.
  • the process may receive a notification associated with a transaction involving a first item of the catalog of items and a customer.
  • interface engine 208 of integration system 110 may receive the notification associated with the transaction.
  • the process may perform an action associated with the transaction notification, a first product protection plan offer of the set of product protection plan offers, and a first shipping protection plan offer of the set of shipping protection plan offers.
  • action module 224 of integration system 110 may perform the action.
  • the process may for example: (a) create/generate a first contract associated with the first item, the customer, and the first product protection plan offer (e.g., a contract for a first product protection plan associated with the first product protection plan offer); and/or (b) create/generate a second contract associated with the first item, the customer, and the first shipping protection plan offer (e.g., a contract for a first shipping protection plan associated with the first shipping protection plan offer).
  • a first contract associated with the first item, the customer, and the first product protection plan offer e.g., a contract for a first product protection plan associated with the first product protection plan offer
  • a second contract associated with the first item, the customer, and the first shipping protection plan offer e.g., a contract for a first shipping protection plan associated with the first shipping protection plan offer
  • the process may for example: (a) generate a refund associated with the first item, the customer, and the first shipping protection plan; and/or (b) initiate shipment of a replacement product associated with the first item, the customer, and the first shipping protection plan.
  • the process may include determining that the first item is eligible for shipping protection. This may comprise: (a) determining that the first item is a physical good that can be shipped; and (b) determining that the first item is eligible for coverage under a service provider's policy.
  • FIG. 20 illustrates an example flow diagram 2000 that may be used by an integration system to provide shipping protection offers on a live merchant website.
  • FIG. 21 illustrates an example flow diagram 2100 that may be used by an integration system to provide shipping protection offers on a live merchant website.
  • Flow diagram 2100 may be particularly utilized to onboard new merchants.
  • FIG. 22 illustrates an example flow diagram 2200 that may be used by an integration system to provide shipping protection offers on a live merchant website.
  • Flow diagram 2200 may be particularly utilized for shipping protection plan creation.
  • FIG. 23 An illustrative layout of a network document associated with merchant system 120 is provided with FIG. 23.
  • merchant site 2300 includes item image 2310, one or more item descriptions 2320 (illustrated as first item description 2320A and second item description 2320B), product protection plan offer 2330A, shipping protection plan offer 2330B, and "add to cart" tool 2340.
  • Either or both of product protection plan offer 2330A and shipping protection plan offer 2330B may be a frame object that is replaceable and updated by integration system 110.
  • merchant site 2400 includes item image 2410, one or more item descriptions 2420 (illustrated as first item description 2420A and second item description 2420B), product protection plan offer 2430A, shipping protection plan offer 2430B, and "continue to checkout" tool 2440.
  • one or more product protection plan offers may be provided in a first frame object for display at 2430A.
  • one or more shipping protection plan offers may be provided in a second frame object for display at 2430B.
  • the merchant may be authenticated and identify a catalog of items offered by merchant system 120.
  • the items may be synced with integration system 110 and associated with one or more product protection plan offers or shipping protection plan offers.
  • the available product protection plan offers or shipping protection plan offers may be displayed in the storefronts at 2430A and 2430B respectively.
  • the network document may correspond with the Shopping Cart, a Checkout Page, etc.
  • the product protection plan offers and/or shipping protection plan offers may be shown above the "continue to checkout" tool 2440.
  • FIG. 25 An illustrative example of a network document associated with merchant system 120 is provided with FIG. 25.
  • merchant site 2500 includes item image 2510, one or more item descriptions 2520 (illustrated as first item description 2520A and second item description 2520B), merchant-included shipping protection plan 2530, and "place order" tool 2540.
  • a merchant-included shipping protection plan may comprise a shipping protection plan added to every order of an item that a customer cannot add or remove.
  • a merchant-included shipping protection plan may be provided in a first frame object for display at 2530.
  • the first frame object may be displayed within, or as part of, a larger frame object related to shipping of the item.
  • computing system 2600 may represent, for example, computing or processing capabilities found within desktop, laptop, and notebook computers; hand-held computing devices (PDA's, smart phones, cell phones, palmtops, etc.); mainframes, supercomputers, workstations, or servers; or any other type of special-purpose or general- purpose computing devices as may be desirable or appropriate for a given application or environment.
  • Logical circuit 2600 might also represent computing capabilities embedded within or otherwise available to a given device. For example, a logical circuit might be found in other electronic devices such as, for example, digital cameras, navigation systems, cellular telephones, portable computing devices, modems, routers, WAPs, terminals and other electronic devices that might include some form of processing capability.
  • Computing system 2600 might include, for example, one or more processors, controllers, control engines, or other processing devices, such as a processor 2604.
  • Processor 2604 might be implemented using a general-purpose or special-purpose processing engine such as, for example, a microprocessor, controller, or other control logic.
  • processor 2604 is connected to a bus 2602, although any communication medium can be used to facilitate interaction with other components of logical circuit 2100 or to communicate externally.
  • Computing system 2600 might also include one or more memory engines, simply referred to herein as main memory 2608.
  • main memory 2608 preferably random-access memory (RAM) or other dynamic memory, might be used for storing information and instructions to be executed by processor 2604.
  • Main memory 2608 might also be used for storing temporary variables or other intermediate information during execution of instructions to be executed by processor 2604.
  • Logical circuit 2600 might likewise include a read only memory (“ROM”) or other static storage device coupled to bus 2602 for storing static information and instructions for processor 2604.
  • ROM read only memory
  • the computing system 2600 might also include one or more various forms of information storage mechanism 2610, which might include, for example, a media drive 2612 and a storage unit interface 2620.
  • the media drive 2612 might include a drive or other mechanism to support fixed or removable storage media 2614.
  • a hard disk drive, a floppy disk drive, a magnetic tape drive, an optical disk drive, a CD or DVD drive (R or RW), or other removable or fixed media drive might be provided.
  • storage media 2614 might include, for example, a hard disk, a floppy disk, magnetic tape, cartridge, optical disk, a CD or DVD, or other fixed or removable medium that is read by, written to, or accessed by media drive 2612.
  • the storage media 2614 can include a computer usable storage medium having stored therein computer software or data.
  • information storage mechanism 2640 might include other similar instrumentalities for allowing computer programs or other instructions or data to be loaded into logical circuit 2600.
  • Such instrumentalities might include, for example, a fixed or removable storage unit 2622 and an interface 2620.
  • Examples of such storage units 2622 and interfaces 2620 can include a program cartridge and cartridge interface, a removable memory (for example, a flash memory or other removable memory engine) and memory slot, a PCMCIA slot and card, and other fixed or removable storage units 2622 and interfaces 2620 that allow software and data to be transferred from the storage unit 2622 to logical circuit 2600.
  • Logical circuit 2600 might also include a communications interface 2624.
  • Communications interface 2624 might be used to allow software and data to be transferred between logical circuit 2600 and external devices.
  • Examples of communications interface 2624 might include a modem or soft modem, a network interface (such as an Ethernet, network interface card, WiMedia, IEEE 802. XX or other interface), a communications port (such as for example, a USB port, IR port, RS232 port Bluetooth® interface, or other port), or other communications interface.
  • Software and data transferred via communications interface 2624 might typically be carried on signals, which can be electronic, electromagnetic (which includes optical) or other signals capable of being exchanged by a given communications interface 2624. These signals might be provided to communications interface 2624 via a channel 2628.
  • This channel 2628 might carry signals and might be implemented using a wired or wireless communication medium.
  • Some examples of a channel might include a phone line, a cellular link, an RF link, an optical link, a network interface, a local or wide area network, and other wired or wireless communications channels.
  • computer program medium and “computer usable medium” are used to generally refer to media such as, for example, memory 2608, storage unit 2620, media 2614, and channel 2628. These and other various forms of computer program media or computer usable media may be involved in carrying one or more sequences of one or more instructions to a processing device for execution. Such instructions embodied on the medium, are generally referred to as “computer program code” or a “computer program product” (which may be grouped in the form of computer programs or other groupings). When executed, such instructions might enable the logical circuit 2600 to perform features or functions of the disclosed technology as discussed herein.
  • FIG. 26 depicts a computer network
  • the disclosure is not limited to operation with a computer network, but rather, the disclosure may be practiced in any suitable electronic device. Accordingly, the computer network depicted in FIG. 26 is for illustrative purposes only and thus is not meant to limit the disclosure in any respect.

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Abstract

Des modes de réalisation de la technologie de la présente divulgation concernent des systèmes et des procédés d'intégration de catalogue parmi des systèmes et des interfaces distribués. De tels systèmes et procédés peuvent consister, par exemple, à déterminer un ensemble d'offres de plan de protection de produit et un ensemble d'offres de plan de protection d'expédition à afficher sur un site web en direct associé au commerçant, le site Web en direct affichant le premier élément avec un premier objet de trame comprenant l'ensemble d'offres de plan de protection de produit et un second objet de trame comprenant l'ensemble d'offres de protection d'expédition et à effectuer une action. Certains modes de réalisation peuvent en outre fournir, au niveau du système d'intégration, un système de gestion d'offres qui comprend un ensemble de plateformes connectées pour gérer des aspects des ensembles d'offres de plan de protection.
PCT/US2023/065209 2022-12-15 2023-03-31 Mappage et intégration de catalogue de produits parmi des systèmes et des interfaces distribués, détermination dynamique et présentation d'offres de service personnalisées et gestion de cycle de vie de services WO2024129218A1 (fr)

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
US18/066,489 2022-12-15
US18/066,489 US12131332B2 (en) 2022-12-15 Methods, systems, and non-transitory computer-readable mediums for product catalog mapping and integration across distributed systems and interfaces, dynamic determination and presentation of customized service offers and lifecycle management of services
US18/193,788 2023-03-31
US18/193,788 US20230237560A1 (en) 2021-12-29 2023-03-31 Product catalog mapping and integration across distributed systems and interfaces, dynamic determination and presentation of customized service offers and lifecycle management of services

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US20110161149A1 (en) * 2009-12-31 2011-06-30 Mark Mitchell Kaplan System and Method for Managing Promotional Offers Using a Communications Platform
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US20080033821A1 (en) * 1998-09-18 2008-02-07 Jacobi Jennifer A Computer processes for identifying related items and generating personalized item recommendations
US20080095441A1 (en) * 2006-10-20 2008-04-24 Daniel Rosskamm Service plan product and associated system and method
US20110161149A1 (en) * 2009-12-31 2011-06-30 Mark Mitchell Kaplan System and Method for Managing Promotional Offers Using a Communications Platform
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FRYER VICTORIA: "What is Shipping Protection? (+ See How it Benefits Merchants and Their Consumers)", EXTEND, 3 August 2022 (2022-08-03), pages 1 - 12, XP093185096, Retrieved from the Internet <URL:https://www.extend.com/post/what-is-shipping-protection> *
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