Return support system and storage medium

Abstract

The invention discloses a return support system and a storage medium, which support an online return procedure. A return support system according to an embodiment includes an acquisition unit, a determination processing unit, and an output unit. The acquisition unit acquires image data of a product to be returned by a user. The determination processing unit determines, on the basis of the image data of the product to be returned, a response to the product to be returned corresponding to the state of the product to be returned. The output unit outputs, to a terminal of the user, a notification relating to a response to the product to be returned.

Description

[0001] This application claims priority from Japanese patent application No. JP2023-135528, filed on August 23, 2023, and cites the contents of the above application, the disclosure of which is incorporated herein by reference in its entirety. Technical Field

[0002] Embodiments of the present invention relate to a return support system and a storage medium. Background Art

[0003] Stores such as physical stores or EC (Electronic Commerce) websites that provide return services for goods purchased by customers.

[0004] As a customer, there is a need for a return service that is as simple as possible without having to go to a physical store to buy the product. As a store, there is a need for a return service that is as simple as possible because they do not want to spend time on returns. Summary of the invention

[0005] In view of the above problems, the problem to be solved by the present invention is to provide a return support system and storage medium that support online return procedures.

[0006] In order to solve the above problem, the return support system of the embodiment includes an acquisition unit, a determination processing unit and an output unit. The acquisition unit acquires image data of a return target product of a user. The determination processing unit determines the response to the return target product corresponding to the state of the return target product based on the image data of the return target product. The output unit outputs a notification related to the response to the return target product to the user's terminal.

[0007] According to the above-mentioned return support system, it is possible to support the online return procedure.

[0008] In the above-mentioned return support system, the response to the return-targeted product includes the returnable product and the non-returnable product. The non-returnable product includes the non-returnable product without a promotion and the non-returnable product with a promotion.

[0009] According to the above-mentioned return support system, sales promotion can be carried out in conjunction with the return procedure.

[0010] In the above-mentioned return support system, when the determination processing unit determines that the return object product is not returnable as a response to the return object product, the determination processing unit determines that the return object product without the promotion is not returnable or the return object product with the promotion is not returnable as a response to the return object product based on the user's transaction performance.

[0011] According to the above-mentioned return support system, it is possible to carry out sales promotion linked to the return procedure based on the transaction performance of the user.

[0012] In the above-mentioned return support system, the output unit outputs information regarding an inquiry about the status of the return object product to the user's terminal, the acquisition unit acquires answer information to the inquiry from the user's terminal, and the determination processing unit determines the response to the return object product corresponding to the status of the return object product based on the image data of the return object product and the answer information.

[0013] According to the above-mentioned return support system, the status can be determined based on the image data and the answer information.

[0014] In the above-mentioned return support system, the acquisition unit acquires detailed data related to the transaction of the return object product, and the determination processing unit determines that the return object product is not returnable as a response to the return object product when there is no purchase data related to the transaction of the return object product represented by the detailed data.

[0015] According to the above-mentioned return support system, it is possible to determine that the product cannot be returned by judging the purchase data.

[0016] In the above-mentioned return support system, the determination processing unit determines whether the outer packaging of the return target product is unopened, and if the outer packaging of the return target product is unopened, the response to the return target product is to allow the return of the return target product.

[0017] According to the above-mentioned return support system, it is possible to determine the state of the outer packaging based on the image and determine whether the return is allowed.

[0018] In the above-mentioned return support system, the determination processing unit determines a response to the return target commodity based on a damage state of the return target commodity when the outer package is opened.

[0019] According to the above-mentioned return support system, when the outer packaging is opened, the damage state can be determined.

[0020] In the above-mentioned return support system, when the damage state is below a reference level, the determination processing unit determines that the damage degree is low and permits the return.

[0021] According to the above-mentioned return support system, returns are allowed when the loss rate is low.

[0022] In the above-mentioned return support system, when the determination processing unit determines that the loss level is low, the determination processing unit permits the return with a partial refund.

[0023] According to the above-mentioned return support system, returns with partial refunds can be performed.

[0024] The storage medium of another aspect of the present invention stores a program that enables a computer to execute the following functions: a function of obtaining image data of a product that is to be returned by a user; a function of determining, based on the image data of the product that is to be returned, a response to the product that is to be returned corresponding to the state of the product that is to be returned; and a function of outputting a notification related to the response to the product that is to be returned to the user's terminal.

[0025] According to the above-mentioned storage medium, it is possible to provide a computer with a function of supporting an online return procedure. BRIEF DESCRIPTION OF THE DRAWINGS

[0026] Figure 1 This is a block diagram schematically showing a configuration example of a return support system according to an embodiment.

[0027] Figure 2 This is a block diagram schematically showing a configuration example of a server according to an embodiment.

[0028] Figure 3 This is a block diagram schematically showing a configuration example of a user terminal according to an embodiment.

[0029] Figure 4 This is a block diagram schematically showing a configuration example of a store terminal according to the embodiment.

[0030] Figure 5 This is a sequence diagram illustrating the processing in the return support system of the embodiment.

[0031] Figure 6 This is a flowchart showing an example of the second determination process executed by the processing circuit of the server of the embodiment.

[0032] Figure 7 This is a flowchart showing an example of sales promotion determination processing by the processing circuit of the server of the embodiment.

[0033] Description of Reference Numerals

[0034] 1…server, 2…user terminal, 3…store terminal, 4…physical store server, 5…EC store server, 10…processing circuit, 11…main memory, 12…auxiliary storage device, 13…communication interface, 20…processing circuit, 21…main memory, 22…auxiliary storage device, 23…communication interface, 24…display device, 25…input device, 26…sound output device, 27…sound input device, 28…photographing device, 30…processing circuit, 31…main memory, 32…auxiliary storage device, 33…communication interface, 34…display device, 35…input device, 36…sound input device, 37…sound output device, 38…photographing device, 101…acquisition unit, 102…determination processing unit, 103…output unit, 121…purchase data storage area, 12…product main data storage area, 123…user data storage area, NW…network, S…system DETAILED DESCRIPTION

[0035] The following is an explanation of the embodiments using the accompanying drawings. It should be noted that the scales of the various parts of the drawings used in the following description of the embodiments are sometimes appropriately changed. In addition, for the sake of explanation, the various drawings used in the following description of the embodiments are sometimes omitted to represent the structure.

[0036] [Example]

[0037] (Structure example)

[0038] Figure 1 This is a block diagram schematically showing a configuration example of the return support system S.

[0039] The return support system S is a system that supports online return procedures.

[0040] Return refers to the return of goods by customers after a transaction is completed, accompanied by a refund or exchange for the customer. Hereinafter, the goods that customers want to return are referred to as returnable goods. Transaction refers to the transfer of fees from customers to stores accompanying the sale of goods by the store. From the perspective of the store, transaction includes the meaning of selling goods. From the perspective of the customer, transaction includes the meaning of purchasing goods. The establishment of a transaction includes the completion of settlement. Settlement is the payment of fees in a transaction. For example, goods are tangible objects. The store can be a physical store or an EC (electronic commerce) store, etc.

[0041] A refund is a refund of all or part of the amount paid for the returned product. A replacement is a replacement of the returned product with a similar product. For example, similar products are products with the same product code. The product code is identification information assigned to each product that can uniquely identify the product. For example, the product code is a JAN (Japanese Article Number) code, but is not limited to this.

[0042] The return support system S includes a server 1, a user terminal 2, a store terminal 3, a physical store server 4, and an EC store server 5. The server 1, the user terminal 2, the store terminal 3, the physical store server 4, and the EC store server 5 are connected to each other in a communicative manner via a network NW. The network NW includes one or more networks such as the Internet, a mobile communication network, and a LAN (Local Area Network). The LAN can be a wireless LAN or a wired LAN. The return support system S also refers to a system including at least one electronic device.

[0043] Although Figure 1 Although one user terminal 2 is shown, the return support system S may include a plurality of user terminals 2. Figure 1 Although one store terminal 3 is shown, the return support system S may include a plurality of store terminals 3. Figure 1 Although one physical store server 4 is shown, the return support system S may include a plurality of physical store servers 4. Figure 1 Although one EC store server 5 is shown, the return support system S may include a plurality of EC store servers 5 .

[0044] Server 1 is an electronic device that supports online return procedures. For example, server 1 provides return procedures through cloud services. Regarding server 1, regardless of the operator, the return procedures for goods sold in multiple stores operated by multiple operators are supported. The operator is the operator who operates a store that sells goods. For example, the operator is a retailer. The operator includes not only the operator itself, but also the operator group. The operator group is a group that operates stores that are considered to be chain stores. For example, the operator group is a group of franchises that operate stores under the same name. It should be noted that server 1 can also support the return procedures for goods sold in more than one store operated by one operator. The structural example of server 1 will be described later. Server 1 is an example of a return support device.

[0045] The user terminal 2 is an electronic device used by a user. The user includes the meaning of a customer. The user terminal 2 is a tablet terminal, a smartphone, or a PC (Personal Computer), but is not limited thereto. The configuration example of the user terminal 2 will be described later. The user terminal 2 is an example of a user's terminal.

[0046] The store terminal 3 is an electronic device used by the store staff. Here, the store terminal 3 is assumed to be a terminal used by the store staff who sold the returned product. The store terminal 3 is a tablet terminal, a smartphone, or a PC (Personal Computer), but is not limited thereto. The configuration example of the store terminal 3 will be described later. The store terminal 3 is an example of a terminal of a store that sold the returned product. The store staff is an example of an operator of the store terminal 3.

[0047] The physical store server 4 is an electronic device that manages purchase data in a physical store. Purchase data is data managed by the store side that sells goods. Purchase data is data about the goods traded. For example, purchase data includes data of all or part of items such as store code, transaction code, transaction date and time, product code, unit price, number of pieces, and amount. The store code is identification information that can uniquely identify the store. The transaction code is identification information that can uniquely identify the transaction. The transaction date and time is the date and time of the transaction. The product code is identification information that can uniquely identify the goods traded. The unit price is the price of one of the goods traded. The number of pieces is the number of goods traded. The amount is the amount calculated by multiplying the transaction price and the number of pieces traded. The purchase data may include data of items other than these items.

[0048] The physical store server 4 has an auxiliary storage device for storing the purchase data of each transaction. The auxiliary storage device is equivalent to the auxiliary storage part of the physical store server 4. The auxiliary storage device includes more than one storage device. The storage device can be EEPROM (registered trademark) (Electrically Erasable Programmable Read-Only Memory), HDD (Hard Disk Drive), SSD (Solid State Drive) or flash memory, etc., but is not limited to this. The auxiliary storage device possessed by the physical store server 4 is an example of the storage unit of the physical store server 4. The auxiliary storage device of the physical store server 4 can also store the product master data described later. The auxiliary storage device of the physical store server 4 can also store the user data described later. The physical store server 4 is an example of a store server.

[0049] The EC store server 5 is an electronic device that manages purchase data in the EC store. The EC store server 5 has an auxiliary storage device that stores purchase data. The auxiliary storage device is equivalent to the auxiliary storage part of the EC store server 5. The auxiliary storage device of the EC store server 5 is an example of the storage unit of the EC store server 5. The auxiliary storage device of the EC store server 5 can also store the product master data described later. The auxiliary storage device of the EC store server 5 can also store the user data described later. The EC store server 5 is an example of a store server.

[0050] A configuration example of the server 1 will be described.

[0051] Figure 2 It is a block diagram schematically showing a configuration example of the server 1 .

[0052] The server 1 includes a processing circuit 10, a main memory 11, an auxiliary storage device 12, and a communication interface 13. The processing circuit 10, the main memory 11, the auxiliary storage device 12, and the communication interface 13 are connected to each other so that signals can be input and output. Figure 2 In the diagram, the interface is denoted as "I / F".

[0053] The processing circuit 10 is equivalent to the central part of the server 1. The processing circuit 10 is an element of the computer constituting the server 1. The processing circuit 10 includes one or more circuits that perform multiple processes based on multiple functions. For example, the circuit is a processor, an ASIC (Application Specific Integrated Circuit) or an FPGA (field-Programmable Gate Array), but is not limited to this. For example, the processor is a CPU (Central Processing Unit) or a GPU (Graphic Processing Unit), but is not limited to this. The processing circuit 10 expands the program pre-stored in the main memory 11 or the auxiliary storage device 12 into the main memory 11. The program is a program that enables the processing circuit 10 to execute the processing of each part described later. The processing circuit 10 can perform various processes by executing the program expanded in the main memory 11.

[0054] The main memory 11 includes an element corresponding to the main storage part of the server 1. The main memory 11 is an element of the computer constituting the server 1. The main memory 11 includes a non-volatile memory area and a volatile memory area. The main memory 11 stores an operating system or a program in the non-volatile memory area. The main memory 11 uses the volatile storage area as a work area for rewriting data appropriately by the processing circuit 10. For example, the main memory 11 includes a ROM (Read Only Memory) as a non-volatile memory area. For example, the main memory 11 includes a RAM (Random Access Memory) as a non-volatile memory area.

[0055] The auxiliary storage device 12 is equivalent to the auxiliary storage part of the server 1. The auxiliary storage device 12 includes one or more storage devices. Examples of the storage device are as described above. The auxiliary storage device 12 stores the above-mentioned program, data used when the processing circuit 10 performs various processes, and data generated by the processing of the processing circuit 10. The multiple storage areas described later included in the auxiliary storage device 12 may be included in one storage device or may be dispersed in multiple storage devices.

[0056] The auxiliary storage device 12 includes a purchase data storage area 121. The purchase data storage area 121 stores purchase data of each store. The processing circuit 10 obtains purchase data from the physical store server 4 via the network NW. The processing circuit 10 saves the obtained purchase data in the purchase data storage area 121. Similarly, the processing circuit 10 obtains purchase data from the EC store server 5 via the network NW. The processing circuit 10 saves the obtained purchase data in the purchase data storage area 121. The processing circuit 10 can also obtain purchase data from the physical store server 4 or the EC store server 5 periodically. The processing circuit 10 can obtain purchase data including a specific transaction code by outputting a request including a specific transaction code to the physical store server 4 or the EC store server 5. The purchase data storage area 121 is an example of a storage unit for storing purchase data. The data stored in the purchase data storage area 121 is updated by adding or deleting purchase data, etc.

[0057] The auxiliary storage device 12 includes a product master data storage area 122. The product master data storage area 12 stores product master data in each store. The product master data includes product data about the products sold in the store for each product. The product data includes data of all or part of the items of product code, product name, unit price and product feature data. The product code is identification information that can uniquely identify the product. The product name is the name of the product. The unit price is the price of each product. The product feature data is data representing the features of the appearance of the product. For example, the product feature data is image data of the product. The product data may include data of items other than these items. The processing circuit 10 may also periodically obtain the product master data from the physical store server 4 or the EC store server 5. The processing circuit 10 saves the obtained product master data in the product master data storage area 122. The product master data storage area 122 is an example of a storage unit for storing product master data. The data stored in the product master data storage area 122 is updated by updating the product master data.

[0058] The auxiliary storage device 12 includes a user data storage area 123. The user data storage area 123 stores user data of each user. User data is data associated with a user. User data may include attribute information of the user. The attribute information of the user is inherent information that characterizes the user. For example, the attribute information of the user is age, gender, and place of residence, etc., but is not limited thereto.

[0059] User data may include transaction performance of users of each store or each operator. Transaction performance is performance that indicates the extent of transactions. Transaction performance is data obtained based on purchase data. For example, transaction performance includes part or all of transaction amount, transaction frequency, and latest transaction date. Transaction performance may include information other than these information. Transaction amount is the amount of the transaction. The transaction amount may be the total of the amounts of each transaction, or the average of the amounts of each transaction. For example, the transaction amount may be obtained based on the amount included in the purchase data. Transaction frequency is the frequency of transactions. Transaction frequency may also be the number of transactions per certain number of days. The length of a certain number of days may be appropriately set. For example, transaction frequency may be obtained based on the transaction date and time included in the purchase data. The latest transaction date is the day of the most recent transaction. For example, the latest transaction date may be obtained based on the transaction date and time included in the purchase data. Transaction performance may be obtained based on purchase data within a specified period, or may be obtained based on purchase data without limiting the period. The length of the specified period may be appropriately set. The transaction performance may be data obtained through various analysis methods such as RFM (Recency: recent transaction behavior; Frequency: transaction frequency; Monetary: transaction amount) analysis or 10-point analysis.

[0060] User data may include a return history for each store or each operator. A return history is a history of returns. For example, a return history includes the return date and the name of the returned product, etc. User data may include a complaint history for each store or each operator. A complaint history is a history of users conveying dissatisfaction. For example, a complaint history includes the date of each complaint, etc.

[0061] The processing circuit 10 may also periodically obtain user data from the physical store server 4 or the EC store server 5. The processing circuit 10 stores the obtained user data in the user data storage area 123. It should be noted that the processing circuit 10 may not obtain transaction results from the physical store server 4 or the EC store server 5. In this case, the processing circuit 10 may also obtain transaction results based on the data stored in the purchase data storage area 121. The user data storage area 123 is an example of a storage unit that stores user data. The data stored in the user data storage area 123 is updated by updating the user data.

[0062] The communication interface 13 includes various interfaces for connecting the server 1 to other electronic devices in a communicable manner via the network NW according to a predetermined communication protocol. The communication interface 13 is an example of a communication unit of the server 1 .

[0063] It should be noted that the hardware configuration of the server 1 is not limited to the above configuration. The server 1 can appropriately omit or change the above components and add new components.

[0064] Each part implemented by the processing circuit 10 will be described.

[0065] The processing circuit 10 implements the acquisition unit 101, the determination processing unit 102, and the output unit 103. Each unit implemented by the processing circuit 10 may also be referred to as each function. Each unit implemented by the processing circuit 10 may also be implemented by a control unit including the processing circuit 10 and the main memory 11.

[0066] The acquisition unit 101 acquires data, information, instructions, etc. from other electronic devices via the network NW. Acquisition includes the meaning of reception.

[0067] The determination processing unit 102 determines the response to the returned product. For example, the determination processing unit 102 determines the response to the returned product according to the status of the returned product. Determining the response to the returned product includes determining the response to the returned product.

[0068] The state of the returnable commodity is the state of the returnable commodity at the time when the user wants to return the returnable commodity. For example, the state of the returnable commodity is the state of the appearance of the returnable commodity. In the case where the returnable commodity is traded in a state where the returnable commodity is packaged in an outer packaging, the appearance state of the returnable commodity may include whether the outer packaging of the returnable commodity is unopened. For example, the outer packaging is a box or a bag. Sometimes the returnable commodity is sold in a state of being packaged in an outer packaging before the transaction. Sometimes the returnable commodity is packaged in an outer packaging by the staff of the store during the transaction. Sometimes the returnable commodity is traded in a state where it is not packaged in an outer packaging. The outer packaging of the returnable commodity is unopened, which means that the outer packaging of the returnable commodity is not opened. In the case where the outer packaging of the returnable commodity is unopened, the returnable commodity is a commodity that can be returned. The case where the outer packaging of the returnable commodity is not unopened includes that the outer packaging of the returnable commodity has been opened. The outer packaging of the returnable commodity is not unopened, which includes that the returnable commodity is a commodity traded in a state where it is not packaged in an outer packaging. If the outer packaging of the returned product is not unopened, the returned product may not be a product that can be returned. The appearance of the returned product may include the damage state of the returned product. The damage state of the returned product is the damage state of the visible part of the appearance of the returned product. For example, the damage is deterioration such as damage or dirt.

[0069] The response to returnable items is the response of the store or the operator of the store to returnable items. The response to returnable items includes returnable items and non-returnable items. Returnable items are returnable items, which means that the return of returnable items is allowed. Non-returnable items are not allowed to be returned.

[0070] The returnable items of the returnable items may include items that can be returned with a full refund or exchange and items that can be returned with a partial refund. The returnable items that can be returned with a full refund or exchange are returns in which the full amount paid for the returnable items is returned to the user or the returnable items are allowed to be exchanged for similar items. The returnable items that can be returned with a partial refund are returns in which a portion of the amount paid for the returnable items is returned to the user.

[0071] The non-returnable returnable goods may include the non-returnable returnable goods that are not accompanied by promotions and the non-returnable returnable goods that are accompanied by promotions. Promotion refers to the provision of gifts to users by the store that sells the returnable goods or the operator of the store. The gifts are intended to encourage users to use items from the store that sells the returnable goods or other stores of the operator of the store in the future. For example, the gift has a monetary value equivalent to an amount lower than the transaction amount of the returned goods. The gift can be a tangible object such as a small gift, or it can be a coupon. The coupon can be a coupon that can be used in the store that sells the returnable goods, or it can be a coupon that can be used in other stores of the operator of the store that sells the returnable goods. The coupon can be a discount coupon or a free exchange coupon for goods. The provision of gifts includes sending the physical gift to the user. The provision of gifts includes providing an electronic coupon that can be displayed in the user terminal 2.

[0072] The non-returnable returnable items without promotions means that promotions are not provided to users when returns of returnable items are not allowed. Not providing promotions to users includes not providing gifts to users. The non-returnable returnable items with promotions means that promotions are provided to users when returns of returnable items are not allowed. Promotions to users include providing gifts to users.

[0073] The output unit 103 outputs data, information, etc. to other electronic devices via the network NW. Output includes the meaning of transmission.

[0074] A configuration example of the user terminal 2 is described.

[0075] Figure 3 It is a block diagram schematically showing a configuration example of the user terminal 2.

[0076] The user terminal 2 includes a processing circuit 20, a main memory 21, an auxiliary storage device 22, a communication interface 23, a display device 24, an input device 25, a sound output device 26, a sound input device 27, and a camera 28. The processing circuit 20, the main memory 21, the auxiliary storage device 22, the communication interface 23, the display device 24, the input device 25, the sound output device 26, the sound input device 27, and the camera 28 are connected to each other so that signals can be input and output. Figure 3 In the diagram, the interface is denoted as "I / F".

[0077] The processing circuit 20 is equivalent to the core part of the user terminal 2. The processing circuit 20 is an element of the computer constituting the user terminal 2. The processing circuit 20 includes one or more circuits that execute multiple processes based on multiple functions. Examples of the circuits are as described above. The processing circuit 20 expands the program pre-stored in the main memory 21 or the auxiliary storage device 22 into the main memory 21. The program is a program that enables the processing circuit 20 to execute multiple processes. The processing circuit 20 can execute various processes by executing the program expanded in the main memory 21.

[0078] The main memory 21 includes an element corresponding to the main storage portion of the user terminal 2. The main memory 21 is an element of a computer constituting the user terminal 2. The structure of the main memory 21 may be the same as that of the main memory 11.

[0079] The auxiliary storage device 22 is equivalent to the auxiliary storage part of the user terminal 2. The auxiliary storage device 22 includes more than one storage device. Examples of the storage device are as described above. The auxiliary storage device 22 stores the above-mentioned program, data used when the processing circuit 20 performs various processes, and data generated by the processing of the processing circuit 20.

[0080] The communication interface 23 includes various interfaces for connecting the user terminal 2 to other electronic devices in a communicable manner via the network NW according to a predetermined communication protocol. The communication interface 23 is an example of a communication unit of the user terminal 2 .

[0081] The display device 24 is a device capable of displaying various images under the control of the processing circuit 20. For example, the display device 24 is a liquid crystal display or an EL (Electroluminescence) display, etc. The display device 24 is an example of a display unit of the user terminal 2.

[0082] The input device 25 is a device that can input instructions, information, etc. to the user terminal 2. The input device 25 may include a keyboard. The input device 25 may constitute a touch screen together with the display device 24. The input device 25 is an example of an input unit of the user terminal 2.

[0083] The sound output device 26 is a device capable of outputting sound based on sound data. For example, the sound output device 26 is a speaker.

[0084] The sound input device 27 is a device capable of inputting sound data based on sound. For example, the sound input device 27 is a microphone. The sound input device 27 is an example of an input unit of the user terminal 2.

[0085] The imaging device 28 is a device capable of imaging under the control of the processing circuit 20. For example, the imaging device 28 is a camera. The imaging device 28 is an example of an imaging unit of the user terminal 2.

[0086] It should be noted that the hardware configuration of the user terminal 2 is not limited to the above configuration. The user terminal 2 can appropriately omit or change the above components and add new components.

[0087] A configuration example of the store terminal 3 will be described.

[0088] Figure 4 It is a block diagram schematically showing a configuration example of the store terminal 3 .

[0089] The store terminal 3 includes a processing circuit 30, a main memory 31, an auxiliary storage device 32, a communication interface 33, a display device 34, an input device 35, a sound output device 36, a sound input device 37, and a camera 38. The processing circuit 30, the main memory 31, the auxiliary storage device 32, the communication interface 33, the display device 34, the input device 35, the sound output device 36, the sound input device 37, and the camera 38 are connected to each other so that signals can be input and output. Figure 4 In the diagram, the interface is denoted as "I / F".

[0090] The processing circuit 30 is equivalent to the core part of the store terminal 3. The processing circuit 30 is an element of the computer constituting the store terminal 3. The processing circuit 30 includes one or more circuits that execute multiple processes based on multiple functions. Examples of the circuits are as described above. The processing circuit 30 expands the program pre-stored in the main memory 31 or the auxiliary storage device 32 into the main memory 31. The program is a program that enables the processing circuit 30 to execute multiple processes. The processing circuit 30 can execute various processes by executing the program expanded in the main memory 31.

[0091] The main memory 31 includes an element corresponding to the main storage portion of the store terminal 3. The main memory 31 is an element of a computer constituting the store terminal 3. The structure of the main memory 31 may be the same as that of the main memory 11.

[0092] The auxiliary storage device 32 is equivalent to the auxiliary storage part of the store terminal 3. The auxiliary storage device 32 includes one or more storage devices. Examples of the storage device are as described above. The auxiliary storage device 32 stores the above-mentioned program, data used when the processing circuit 30 performs various processes, and data generated by the processing of the processing circuit 30.

[0093] The communication interface 33 includes various interfaces for connecting the store terminal 3 to other electronic devices in a communicable manner via the network NW according to a predetermined communication protocol. The communication interface 33 is an example of a communication unit of the store terminal 3 .

[0094] The display device 34 is a device that can display various images under the control of the processing circuit 30. The structure of the display device 34 may be the same as that of the display device 24. The display device 34 is an example of a display unit of the store terminal 3.

[0095] The input device 35 is a device that can input instructions, information, etc. to the store terminal 3. The input device 35 may include a keyboard. The input device 35 may constitute a touch screen together with the display device 34. The input device 35 is an example of an input unit of the store terminal 3.

[0096] The sound output device 36 is a device capable of outputting sound based on the sound data. For example, the sound output device 36 is a speaker.

[0097] The voice input device 37 is a device capable of inputting voice data based on voice. For example, the voice input device 37 is a microphone. The voice input device 37 is an example of an input unit of the store terminal 3.

[0098] The imaging device 38 is a device that can perform imaging under the control of the processing circuit 30 . For example, the imaging device 38 is a camera. The imaging device 38 is an example of an imaging unit of the store terminal 3 .

[0099] It should be noted that the hardware configuration of the store terminal 3 is not limited to the above configuration. The store terminal 3 may appropriately omit or change the above components or add new components.

[0100] (Action Example)

[0101] The processing in the return support system S will be described.

[0102] It should be noted that the processing sequence described below is only an example, and each process can be changed as much as possible. In addition, regarding the processing sequence described below, the processing can be appropriately omitted, replaced, and added according to the embodiment.

[0103] Figure 5 2 is a sequence diagram illustrating the processing in the return support system S.

[0104] Hereinafter, a user who performs a return procedure for a returnable product is also referred to as a target user. A store that sells a returnable product is also referred to as a target store. An operator who operates a store that sells a returnable product is also referred to as a target operator.

[0105] The target user can operate the user terminal 2 to access a web page for the return procedure or start an application.

[0106] The processing circuit 20 of the user terminal 2 outputs product image data (ACT 21). The product image data is image data of the product to be returned by the target user. The product image data may be image data of a dynamic image or image data of one or more still images. In ACT 21, for example, the processing circuit 20 outputs the product image data to the server 1 via the network NW based on the photographing of the product to be returned by the photographing device 28. The target user can perform the return procedure without going to the target store by uploading the product image data to the server 1 using the user terminal 2.

[0107] The processing circuit 10 of the server 1 acquires product image data (ACT 1). ACT 1 may also be a process performed by the acquisition unit 101 implemented by the processing circuit 10. In ACT 1, for example, the processing circuit 10 acquires product image data from the user terminal 2 via the network NW. The server 1 can acquire product image data online, and thus can support the target user to perform a return procedure without going to the target store.

[0108] The processing circuit 20 of the user terminal 2 outputs detail data (ACT22). The detail data is data of details related to the transaction of the returned goods. The transaction of the returned goods is a transaction that includes the returned goods. The details represent the detailed information of the transaction. The details are receipts or invoices, etc. For example, the details include all or part of the information related to the store where the transaction is conducted, the information related to the transaction date and time, the transaction information, the product information, and the total amount of the transaction. The details may include information other than these information. For example, the information related to the store where the transaction is conducted includes the name of the store and the store code. The information related to the store where the transaction is conducted may include information other than these information. For example, the information related to the transaction date and time includes the transaction date and time. The information related to the transaction date and time may include information other than this information. For example, the transaction information includes the transaction code. The transaction information may include information other than this information. For example, for each commodity in the transaction, the commodity information includes all or part of the commodity code, commodity name, unit price, number of pieces, and amount. The commodity information may include information other than these information. The information related to the total amount of the transaction includes the total amount of the transaction. The total transaction amount is an amount calculated by adding up the amounts of the commodities in one transaction.

[0109] In one example, the detail data is data based on the photographing of the paper details by the photographing device 28. In this example, the processing circuit 20 outputs the detail data to the server 1 via the network NW based on the photographing of the paper details by the photographing device 28. In another example, the detail data is electronically issued detail data. In this example, the processing circuit 20 outputs the detail data to the server 1 via the network NW according to an output instruction of the detail data input by the target user via the input device 25. The target user can perform the return procedure without going to the target store by uploading the detail data to the server 1 using the user terminal 2.

[0110] The processing circuit 10 of the server 1 obtains the detailed data (ACT 2). ACT 2 may also be a process performed by the acquisition unit 101 implemented by the processing circuit 10. In ACT 2, for example, the processing circuit 10 obtains the detailed data from the user terminal 2 via the network NW. The server 1 can obtain the detailed data online, and thus can support the target user to perform the return procedure without going to the target store.

[0111] The processing circuit 10 of the server 1 executes the first determination process (ACT3). ACT3 may also be a process performed by the determination processing unit 102 implemented by the processing circuit 10. The first determination process is a process for determining whether the transaction of the return object product represented by the detailed data satisfies the return condition. The return condition refers to the existence of purchase data related to the transaction of the return object product represented by the detailed data. If there is purchase data related to the transaction of the return object product, the transaction of the return object product satisfies the return condition. On the other hand, in the absence of purchase data related to the transaction of the return object product, the transaction of the return object product does not satisfy the return condition.

[0112] When the detailed data is data related to transactions at a store that supports return procedures in the return support system S, there is purchase data related to transactions of the return target product. On the other hand, when the detailed data is data related to transactions at a store other than the store that supports return procedures in the return support system S, there is no purchase data related to transactions of the return target product. In this way, the first determination process is a process for determining whether the detailed data is appropriate. The server 1 can appropriately support the target user in performing the online return procedure by preventing returns using detailed data from irrelevant stores.

[0113] In ACT 3, for example, the processing circuit 10 determines whether there is purchase data related to the transaction of the return target product represented by the detailed data based on the detailed data. If the purchase data including the transaction code included in the detailed data is stored in the purchase data storage area 121, the processing circuit 10 can determine that the purchase data exists. On the other hand, if the purchase data including the transaction code included in the detailed data is not stored in the purchase data storage area 121, the processing circuit 10 can determine that there is no purchase data.

[0114] It should be noted that the target user sometimes returns the return target product immediately after the transaction. In this case, the purchase data storage area 121 sometimes does not store the purchase data related to the transaction of the return target product. In the case where the purchase data including the transaction code contained in the detailed data is not stored in the purchase data storage area 121, the processing circuit 10 can process as follows. For example, the processing circuit 10 outputs a request including the transaction code contained in the detailed data to the store server of the target store determined by the store code contained in the detailed data. The request including the transaction code contained in the detailed data is a request to query the purchase data including the transaction code contained in the detailed data. In the case where the store server stores the purchase data including the transaction code contained in the detailed data, the processing circuit 10 obtains the purchase data including the transaction code contained in the detailed data. In this case, the processing circuit 10 can determine that there is purchase data related to the transaction of the return target product. If the store server does not store the purchase data including the transaction code contained in the detailed data, the processing circuit 10 does not obtain the purchase data including the transaction code contained in the detailed data. In this case, the processing circuit 10 can determine that there is no purchase data related to the transaction of the returned product.

[0115] When the transaction of the returnable product represented by the detailed data does not satisfy the return condition (ACT3, No), the processing circuit 10 determines that the returnable product is not returnable as a response to the returnable product. For example, the returnable product is not returnable if it is not accompanied by a promotion. The processing is transferred from ACT3 to ACT4. By determining that the returnable product is not returnable, the server 1 can prevent returns using detailed data from unrelated stores and appropriately support the online return procedure of the target user.

[0116] The processing circuit 10 of the server 1 outputs a response notification (ACT4). ACT4 may also be a process performed by the output unit 103 implemented by the processing circuit 10. The response notification is a notification related to the response to the return target product determined by the processing circuit 10. For example, the response notification is a notification for displaying a message indicating the response to the return target product. In ACT4, the response notification is a response notification related to the non-returnability of the return target product. In ACT4, for example, the processing circuit 10 outputs a response notification related to the non-returnability of the return target product to the user terminal 2 via the network NW. By outputting the response notification to the user terminal 2 by the server 1, it is possible to support the target user to perform the return procedure without going to the target store. The processing circuit 10 outputs the response notification related to the non-returnability of the return target product to the store terminal 3 via the network NW. By outputting the response notification to the store terminal 3 by the server 1, it is possible to support the staff of the target store to confirm the final response to the return target product without handling the return of the target user.

[0117] The processing circuit 20 of the user terminal 2 obtains a response notification (ACT 23). In ACT 23, for example, the processing circuit 20 obtains a response notification related to the non-returnability of the return target product from the server 1 via the network NW. Based on the response notification, the processing circuit 20 displays a message indicating that the return target product cannot be returned on the display device 24. The target user can confirm the response to the return target product without going to the target store.

[0118] The processing circuit 30 of the store terminal 3 obtains a response notification (ACT 31). In ACT 31, for example, the processing circuit 30 obtains a response notification related to the non-returnability of the return target product from the server 1 via the network NW. Based on the response notification, the processing circuit 30 displays a message indicating that the return target product cannot be returned on the display device 34. The staff of the target store can confirm the final response to the return target product without having to handle the return of the target user.

[0119] If the transaction of the returnable product indicated by the detailed data satisfies the return condition (ACT 3, YES), the process moves from ACT 3 to ACT 5. In this case, as in ACT 8 described later, the processing circuit 10 determines the response to the returnable product according to the status of the returnable product.

[0120] The processing circuit 10 of the server 1 determines the returnable commodity (ACT5). ACT5 may also be a process performed by the determination processing unit 102 implemented by the processing circuit 10. In ACT5, for example, the processing circuit 10 determines each commodity related to the transaction of the returnable commodity based on the purchase data related to the transaction of the returnable commodity. Here, the processing circuit 10 can determine the commodity containing the purchase data of the transaction code contained in the detail data as the commodity related to the transaction of the returnable commodity. The processing circuit 10 can also refer to the commodity master data to determine the commodity name of each commodity related to the transaction of the returnable commodity. The processing circuit 10 determines the returnable commodity from each commodity related to the transaction of the returnable commodity based on the image data of the returnable commodity. Here, the processing circuit 10 can determine the returnable commodity by comparing the image data of the returnable commodity with the commodity feature data contained in the commodity master data. The server 1 can determine the returnable commodity without communicating with the target user.

[0121] It should be noted that the processing circuit 10 can also determine the return target product by communicating with the target user. In one example, the processing circuit 10 outputs information about each product related to the transaction of the return target product to the user terminal 2 via the network NW. For example, the information about each product is information indicating the product name of each product. The processing circuit 20 of the user terminal 2 obtains information about each product related to the transaction of the return target product from the server 1 via the network NW. The processing circuit 20 displays a list of each product related to the transaction of the return target product on the display device 24. For example, the list of each product is a list of the product names of each product. The target user can use the input device 25 to select the return target product from the various products related to the transaction of the return target product. Based on the selection indication of the return target product input by the user via the input device 25, the processing circuit 20 outputs information about the product selected as the return target product to the server 1 via the network NW. For example, the information about the product selected as the return target product is information indicating the product selected as the return target product. The processing circuit 10 of the server 1 obtains information of a product selected as a return product from various products related to the transaction of the return product from the user terminal 2 via the network NW. The processing circuit 10 determines the return product from various products related to the transaction of the return product based on the information of the product selected as the return product. The server 1 can reliably determine the return product by communicating with the target user.

[0122] In another example, the processing circuit 10 outputs inquiry information about the returned goods to the user terminal 2 via the network NW. The processing circuit 10 may also output inquiry information about the returned goods to the user terminal 2 through a chat room or the like. For example, the inquiry information about the returned goods is information indicating an inquiry message. The processing circuit 20 of the user terminal 2 obtains the inquiry information about the returned goods from the server 1 via the network NW. The processing circuit 20 displays the inquiry message about the returned goods on the display device 24. The processing circuit 20 outputs the inquiry message about the returned goods by voice from the voice output device 26. The target user may input information about the returned goods as a response to the inquiry about the returned goods using the input device 25 or the voice input device 27. For example, the information about the returned goods is information indicating the product name of the returned goods. Based on the information about the returned goods input by the user, the processing circuit 20 outputs the information about the returned goods to the server 1 via the network NW. The processing circuit 10 of the server 1 obtains the information about the returned goods from the user terminal 2 via the network NW. The processing circuit 10 specifies the returned product from among the products related to the transaction of the returned product based on the information of the returned product. The server 1 can reliably specify the returned product by communicating with the target user.

[0123] The processing circuit 10 of the server 1 outputs inquiry information about the status of the returned product (ACT6). ACT6 may also be a process performed by the output unit 103 implemented by the processing circuit 10. In ACT6, for example, the processing circuit 10 outputs inquiry information about the status of the returned product to the user terminal 2 via the network NW. For example, the inquiry information about the status of the returned product is information indicating an inquiry message. Inquiries about the status of the returned product may also be automatically set through a chat room, etc. Inquiries about the status of the returned product may also be input by the store staff via the input device 35 or the sound input device 37 of the store terminal 3. Inquiries about the status of the returned product may include questions such as "Has the outer packaging of the returned product been opened?" and whether the packaging of the returned product is unopened. Inquiries about the status of the returned product may include questions about the damage status of the returned product such as "Please inform me of the dirt status of the returned product."

[0124] The processing circuit 20 of the user terminal 2 obtains inquiry information about the status of the returned product (ACT24). In ACT24, for example, the processing circuit 20 obtains the inquiry information from the server 1 via the network NW. The processing circuit 20 displays the inquiry message on the display device 24. The processing circuit 20 can output the inquiry message from the sound output device 26. The target user can use the input device 25 or the sound input device 27 to input information of the answer to the inquiry. For example, the answer information is information indicating the answer. In the case where the inquiry is a question about whether the outer packaging of the returned product is unopened, the answer is, for example, "it has been opened". In the case where the inquiry is a question about the damage status of the returned product, the answer is, for example, "it is somewhat dirty but not conspicuous".

[0125] The processing circuit 20 of the user terminal 2 outputs answer information to the inquiry about the status of the returned product (ACT 25). In ACT 25, for example, the processing circuit 20 outputs the answer information to the server 1 via the network NW based on the answer information input by the user.

[0126] The processing circuit 10 of the server 1 obtains the answer information to the inquiry about the status of the returned product (ACT 7). ACT 7 may also be a process performed by the acquisition unit 101 implemented by the processing circuit 10. In ACT 7, for example, the processing circuit 10 obtains the answer information from the user terminal 2 via the network NW. The server 1 can collect the answer information to the inquiry through communication with the target user as information for improving the determination accuracy of the response to the returned product.

[0127] Note that, when the processing circuit 10 does not use the response information to the inquiry about the state of the returned commodity in the second determination process described later, the processing of ACT 5 and ACT 6 may be omitted.

[0128] It should be noted that in ACT 6, the processing circuit 10 of the server 1 may also output inquiry information about the reason for returning the returned product to the user terminal 2 via the network NW. For example, the inquiry information is information indicating an inquiry message. The inquiry may be automatically set by a chat room, etc., or may be input by a store staff member via the input device 35 or the voice input device 37 of the store terminal 3. The inquiry may include questions such as "Please tell me the reason for wanting to return the product." The target user may use the input device 25 or the voice input device 27 to input information in response to the inquiry. For example, the answer is "Because it is different from what I imagined." In ACT 7, the processing circuit 10 obtains the answer information from the user terminal 2 via the network NW. The store staff can understand the reason for the return.

[0129] It should be noted that in ACT 6, the processing circuit 10 of the server 1 may also output a desired inquiry information for inquiring about the content of the promotion to the user terminal 2 via the network NW. The promotion content may include the content of the gift. The content of the gift may include the types of gifts such as articles and coupons. For example, the inquiry information is information indicating an inquiry message. The inquiry may be automatically set by a chat room, etc., or may be input by a store staff member via the input device 35 or the voice input device 37 of the store terminal 3. The inquiry may include questions such as "Is a small gift better or a coupon better?" The target user may use the input device 25 or the voice input device 27 to input information in response to the inquiry. For example, the answer is "I hope for a small gift" or the like. In ACT 7, the processing circuit 10 obtains the answer information from the user terminal 2 via the network NW. The server 1 may support the promotion in accordance with the expectations of the target user by referring to the answer information to the inquiry.

[0130] It should be noted that, before ACT 8 described later, the processing circuit 10 of the server 1 may also output information for requesting to re-photograph the returned product to the user terminal 2 via the network NW. For example, the requested information is information indicating a request message. In the case where the image shown by the product image data obtained in ACT 1 is inappropriate, the processing circuit 10 can output the requested information to the user terminal 2. Inappropriate image means that the image is not suitable for the second determination process. Inappropriate image includes unclear image. Inappropriate image includes insufficient photographing of the returned product. The request may also be automatically set by the server 1 based on the acquired product image data. The request may be input by the store staff via the input device 35 or the sound input device 37 of the store terminal 3. The request is "In order to understand the dirt situation in detail, please take and upload the image in a bright place" and the like. The target user may use the photographing device 28 of the user terminal 2 to photograph the returned product again. The processing circuit 20 of the user terminal 2 outputs the product image data to the server 1 via the network NW based on the photographing of the returned product by the photographing device 28, as in ACT 21. The processing circuit 10 of the server 1 obtains the product image data from the user terminal 2 via the network NW, similarly to ACT 1. The server 1 can appropriately determine the state of the returned product by using an image suitable for the second determination process. As a result, the determination accuracy of the server 1 in dealing with the returned product can be improved.

[0131] The processing circuit 10 of the server 1 executes the second determination process (ACT8). ACT8 may also be a process performed by the determination processing unit 102 implemented by the processing circuit 10. The second determination process is a process for determining the response to the returned product corresponding to the state of the returned product. In ACT8, for example, the processing circuit 10 determines the state of the returned product based on the image data of the returned product. The processing circuit 10 may also determine the state of the returned product based on the image data of the returned product and the answer information to the inquiry about the state of the returned product. The processing circuit 10 can determine whether the outer packaging of the returned product is unopened as the state of the returned product. The processing circuit 10 can determine the loss state of the returned product as the state of the returned product. The processing circuit 10 may also determine the loss state of the returned product by determining the level of the loss state of the returned product based on the levels of the loss state of multiple stages, thereby determining the loss state of the returned product. For example, the levels of the loss state of multiple stages are three levels of large, medium and small, but are not limited thereto. The levels of the loss state of multiple stages may be two stages or more than four stages. Here, as the level of the damage state increases, the damage degree becomes worse. The level of the damage state of the returned product changes according to the damage state of the returned product. The processing circuit 10 determines the response to the returned product based on the state of the returned product. An example of the second determination process will be described later.

[0132] As described above, the processing circuit 10 can determine the response to the returned product according to the state of the returned product based on the image data of the returned product. The server 1 can determine the response to the returned product by uploading the image data of the target user, thereby simplifying the online return procedure.

[0133] As described above, the processing circuit 10 can determine the response to the returned product corresponding to the state of the returned product based on the image data of the returned product and the response information to the inquiry about the state of the returned product. The server 1 can improve the determination accuracy of the response to the returned product by using the response information to the inquiry about the state of the returned product input by the user.

[0134] The processing circuit 10 of the server 1 outputs a response notification (ACT9). ACT9 may also be a process performed by the output unit 103 implemented by the processing circuit 10. In ACT9, for example, the processing circuit 10 outputs the response notification to the user terminal 2 via the network NW. By the server 1 outputting the response notification to the user terminal 2, it is possible to support the target user to perform the return procedure without going to the target store. The processing circuit 10 outputs the response notification to the store terminal 3 via the network NW. By the server 1 outputting the response notification to the store terminal 3, it is possible to support the staff of the target store to confirm the final response to the return target product without handling the return of the target user.

[0135] The countermeasure notification output by the processing circuit 10 differs according to the second determination process.

[0136] When the processing circuit 10 determines that the returnable product is returnable as a response to the returnable product, the processing circuit 10 outputs a response notification related to the returnable product. When the processing circuit 10 determines that the returnable product is returnable with a full refund or with a replacement as a response to the returnable product, the processing circuit 10 outputs a response notification about the returnable product with a full refund or with a replacement. When the processing circuit 10 determines that the returnable product is returnable with a partial refund as a response to the returnable product, the processing circuit 10 outputs a response notification about the returnable product with a partial refund.

[0137] When the processing circuit 10 determines that the returnable product is not returnable as a response to the returnable product, the processing circuit 10 outputs a response notification related to the non-returnable returnable product. When the processing circuit 10 determines that the returnable product without promotion is not returnable as a response to the returnable product, the processing circuit 10 outputs a response notification related to the non-returnable returnable product without promotion. When the processing circuit 10 determines that the returnable product with promotion is not returnable as a response to the returnable product, the processing circuit 10 outputs a response notification related to the non-returnable returnable product with promotion as a response notification.

[0138] The processing circuit 20 of the user terminal 2 obtains the response notification (ACT 26). In ACT 26, for example, the processing circuit 20 obtains the response notification from the server 1 via the network NW. Based on the response notification, the processing circuit 20 displays a message indicating the response to the returned product on the display device 24. The target user can confirm the response to the returned product without going to the target store.

[0139] The processing circuit 30 of the store terminal 3 obtains the response notification (ACT 32). In ACT 32, for example, the processing circuit 30 obtains the response notification from the server 1 via the network NW. Based on the response notification, the processing circuit 30 displays a message indicating the response to the returned product on the display device 34. The staff of the target store can confirm the final response to the returned product without handling the return of the target user.

[0140] When the response to the return target product is that the return target product is returnable, the target user performs a transportation procedure for the return target product as a return procedure in order to return the return target product.

[0141] An example of the second determination process in ACT 8 described above will be described.

[0142] Figure 6 1 is a flowchart showing an example of the second determination process performed by the processing circuit 10 of the server 1 .

[0143] The processing circuit 10 determines whether the outer packaging of the returned product is unopened (ACT80). If the outer packaging of the returned product is unopened (ACT80, yes), the process is transferred from ACT80 to ACT81. The processing circuit 10 determines that the returned product can be returned with a full refund or replacement as a response to the returned product (ACT81).

[0144] When the outer packaging of the return object product is not unopened (ACT80, No), the processing is transferred from ACT80 to ACT82. The processing circuit 10 determines whether the loss state of the return object product satisfies the loss condition (ACT82). The loss condition is used to divide the response to the return object product into a condition that the return object product can be returned or the return object product cannot be returned according to the loss state of the return object product. For example, the loss condition is that the level of the loss state of the return object product is below the baseline level of the loss state. The baseline level of the loss state is a level determined by the levels of the loss state in multiple stages. The baseline level of the loss state can be set appropriately. When the level of the loss state of the return object product is below the baseline level of the loss state, the loss state of the return object product satisfies the loss condition. In this case, the loss degree of the return object product is very low. On the other hand, when the level of the loss state of the return object product is not below the baseline level of the loss state, the loss state of the return object product does not satisfy the loss condition. In this case, the loss degree of the return object product is very high.

[0145] It should be noted that the loss condition is not limited to the conditions using the above-mentioned levels. The loss condition may also be that the loss state of the returned product is not a specific state. When the loss state of the returned product is not a specific state, the loss state of the returned product satisfies the loss condition. On the other hand, when the loss state of the returned product is a specific state, the loss state of the returned product does not satisfy the loss condition. The specific state is a state with a high degree of loss. For example, the specific state is a state with holes, a broken state, or a spotted state, but is not limited thereto. The specific state may also be a state in which the lower limit of the size of holes, damage, or spots is determined.

[0146] If the damage state of the returned product satisfies the damage condition (ACT 82, YES), the process moves from ACT 82 to ACT 83. The processing circuit 10 determines that the product can be returned with a partial refund as a response to the returned product (ACT 83).

[0147] When the processing circuit 10 determines that the returned product can be returned with a partial refund as a response to the returned product, it determines the refund amount of the partial refund (ACT 84). The processing circuit 10 may determine the refund amount as a set percentage of the price paid for the returned product.

[0148] The processing circuit 10 may also determine the refund amount of the partial refund based on the transaction performance of the target user. In this example, the processing circuit 10 may also determine that the refund amount of the partial refund increases as the transaction amount included in the transaction performance increases. The processing circuit 10 may also determine that the refund amount of the partial refund increases as the transaction frequency included in the transaction performance increases. The processing circuit 10 may also determine that the refund amount of the partial refund increases as the latest transaction date included in the transaction performance approaches the present. The server 1 can give preferential treatment to high-quality customers for the target store by referring to the transaction performance of the target user. By giving preferential treatment to high-quality customers for the target store by the server 1, the relationship with the high-quality customers can be maintained, and the possibility of the high-quality customers continuing to use the target store can be increased.

[0149] The processing circuit 10 may also determine the refund amount of a partial refund based on the return history of the target user. In this example, the processing circuit 10 may also decide to reduce the refund amount of a partial refund as the frequency of returns based on the return history increases. The return frequency refers to the frequency of returns. The return frequency may be the number of returns every certain number of days. The length of a certain number of days may be appropriately set. For example, the return frequency may be calculated based on the return date of each return included in the return history. The return frequency may be calculated based on data within a specified period included in the return history, or may be calculated based on data included in the return history without limiting the period. The length of the specified period may be appropriately set. By having the server 1 refer to the return history of the target user, it is possible to make a difference in the refund amount for a good customer and a customer who is not a good customer for the target store.

[0150] The processing circuit 10 may also determine the refund amount of a partial refund based on the complaint history of the target user. In this example, the processing circuit 10 may also decide to reduce the refund amount of a partial refund as the complaint frequency based on the complaint history increases. The complaint frequency refers to the frequency of complaints. The complaint frequency may be the number of complaints every certain number of days. The length of the certain number of days may be appropriately set. For example, the complaint frequency may be obtained based on the date of each complaint contained in the complaint history. The complaint frequency may be obtained based on data within a specified period contained in the complaint history, or it may be obtained based on data contained in the complaint history without limiting the period. The length of the specified period may be appropriately set. By having the server 1 refer to the complaint history of the target user, it is possible to make a difference in the refund amount for a good customer and a customer who is not a good customer of the target store.

[0151] When the loss state of the return target product does not satisfy the loss condition (ACT82, No), the process transfers from ACT82 to ACT85. The processing circuit 10 determines that the return target product cannot be returned as a response to the return target product (ACT85). When the processing circuit 10 determines that the return target product cannot be returned as a response to the return target product, it determines that the return target product without promotion cannot be returned or the return target product with promotion cannot be returned as in ACT87 or ACT8.

[0152] The processing circuit 10 determines whether to promote sales to the target user (ACT 86). An example of the promotion determination process in ACT 86 will be described later.

[0153] When there is no sales promotion for the target user (ACT 86, No), the process moves from ACT 86 to ACT 87. The processing circuit 10 determines that the return target product not accompanied by the sales promotion cannot be returned as a response to the return target product (ACT 87).

[0154] When a sales promotion is being conducted for the target user (ACT 86, YES), the process moves from ACT 86 to ACT 88. The processing circuit 10 determines that the return target product accompanying the sales promotion cannot be returned as a response to the return target product (ACT 88).

[0155] It should be noted that the processing circuit 10 uses two methods as the returnable method of the returnable product, namely, the method of returnable product with full refund or replacement as in ACT81 and the method of returnable product with partial refund as in ACT83, but is not limited thereto. The processing circuit 10 may only use the method of returnable product with full refund or replacement as the returnable method of the returnable product. The processing circuit 10 may also only use the method of returnable product with partial refund as the returnable method of the returnable product.

[0156] An example of the sales promotion determination processing in the above-mentioned ACT 86 is described.

[0157] Figure 7 This is a flowchart showing an example of sales promotion determination processing performed by the processing circuit 10 of the server 1.

[0158] The processing circuit 10 acquires the user data of the target user from the user data storage area 123 (ACT 861 ).

[0159] The processing circuit 10 determines whether the behavior of the target user based on the user data of the target user satisfies the promotion condition (ACT 862). The behavior of the target user is a history of the transaction-related behavior of the target user with respect to the target store or the store operated by the target operator. For example, the behavior is a transaction, a return, a complaint, etc., but is not limited thereto.

[0160] In ACT 862, for example, the processing circuit 10 determines the behavior of the target user based on the user data of the target user. The behavior of the target user changes according to the user data of the target user. The processing circuit 10 may also determine the behavior of the target user by determining the behavior level of the target user according to the levels of the user at multiple stages. The level of the user is equivalent to the level of a high-quality customer. Here, it is assumed that as the level of the user becomes higher, the degree of the high-quality customer becomes higher. High-quality customers are suitable as promotion targets. The behavior level of the target user changes according to the behavior of the target user.

[0161] The promotion condition is a condition for determining whether to conduct a promotion to the target user based on the target user's behavior. For example, the promotion condition is that the target user's behavior level is above the user's baseline level. The user's baseline level is a level determined based on the user's levels at multiple stages. The user's baseline level can be set appropriately. When the target user's behavior level is above the user's baseline level, the target user's behavior satisfies the promotion condition. In this case, the target user's degree of being a high-quality customer is high. On the other hand, when the target user's behavior level is not above the user's baseline level, the target user's behavior does not satisfy the promotion condition. In this case, the target user's degree of being a high-quality customer is low.

[0162] The processing circuit 10 may also determine the behavior level of the target user based on the transaction performance of the target user included in the user data of the target user. In this example, the processing circuit 10 may increase the behavior level of the target user as the transaction amount included in the transaction performance increases. The processing circuit 10 may increase the behavior level of the target user as the transaction frequency included in the transaction performance increases. The processing circuit 10 may increase the behavior level of the target user as the latest transaction date included in the transaction performance approaches the present.

[0163] The processing circuit 10 may determine the behavior level of the target user based on the return history of the target user included in the user data of the target user. In this example, the processing circuit 10 may lower the behavior level of the target user as the return frequency based on the return history increases.

[0164] The processing circuit 10 may determine the behavior level of the target user based on the complaint history of the target user included in the user data of the target user. In this example, the processing circuit 10 may lower the behavior level of the target user as the complaint frequency based on the complaint history increases.

[0165] It should be noted that the promotion conditions are not limited to the conditions using the above-mentioned levels. The promotion condition may also be that the behavior of the target user meets the specific behavior. When the behavior of the target user meets the specific behavior, the behavior of the target user satisfies the promotion condition. On the other hand, when the behavior of the target user does not meet the specific behavior, the behavior of the target user does not meet the promotion condition. The specific behavior is a behavior with a high degree of quality customer. For example, the specific behavior is behavior related to transactions, behavior related to returns, and behavior related to complaints, but is not limited thereto. The behavior related to transactions may be that the transaction amount is more than a few yen, etc. The behavior related to transactions may be that the transaction frequency is more than a few times, etc. The behavior related to transactions may be that the number of days from the latest transaction date to the current date is less than a few days, etc. The behavior related to returns may be that the number of returns is less than a few times, etc. The behavior related to complaints may be that the number of complaints is less than a few times, etc.

[0166] When the behavior of the target user does not satisfy the promotion conditions (ACT862, No), the process transfers from ACT862 to ACT863. The processing circuit 10 determines that the promotion is not to be performed (ACT863). In this case, the processing circuit 10 determines that the return target product that is not accompanied by the promotion is not returnable as a response to the return target product, as in ACT87.

[0167] When the behavior of the target user satisfies the promotion condition (ACT862, YES), the process transfers from ACT862 to ACT864. The processing circuit 10 determines that the promotion is being performed (ACT864). In this case, the processing circuit 10 determines that the return target product accompanying the promotion cannot be returned as a response to the return target product, as in ACT88.

[0168] When the processing circuit 10 makes the determination in ACT 864 , it determines the content of the sales promotion ( ACT 865 ).

[0169] The processing circuit 10 can determine the promotion content based on the behavior level of the target user. In this example, the processing circuit 10 can determine the promotion content with a monetary value corresponding to the behavior level of the target user. By referring to the behavior level of the target user, the server 1 can determine the promotion content that favors high-quality customers of the target store.

[0170] The processing circuit 10 can determine the promotion content based on the attribute information of the target user. In this example, the processing circuit 10 can determine the content corresponding to the attribute of the target user as the promotion content. By referring to the attribute information of the target user, the server 1 can determine the promotion content that the target user is interested in.

[0171] The processing circuit 10 can determine the content of the promotion based on the answer information to the question asking about the desired promotion content. In this example, the processing circuit 10 can determine the content corresponding to the answer of the target user as the promotion content. The server 1 can refer to the answer information to determine the promotion content that the target user is interested in.

[0172] As described above, the processing circuit 10 can determine the behavior of the target user based on the user data of the target user. Therefore, the processing circuit 10 can determine that the return target product without promotion is not returnable or the return target product with promotion is not returnable as a response to the return target product based on the user data of the target user. By referring to the user data of the target user by the server 1, it is possible to support promotion to high-quality customers for the target store.

[0173] As described above, the processing circuit 10 can determine that the return target product without promotion is not returnable or the return target product with promotion is not returnable based on the behavior of the target user as a response to the return target product. By referring to the behavior of the target user, the server 1 can support the promotion of high-quality customers who take preferred behavior for the target store.

[0174] As described above, the processing circuit 10 can determine that the return target product without promotion is not returnable or the return target product with promotion is not returnable as a response to the return target product based on the transaction performance of the target user included in the user data of the target user. By referring to the transaction performance of the target user by the server 1, it is possible to support the promotion of high-quality customers with preferred transaction performance for the target store.

[0175] As described above, the processing circuit 10 can determine that the return target product without promotion is not returnable or the return target product with promotion is not returnable as a response to the return target product based on the return history of the target user included in the user data of the target user. By referring to the return history of the target user by the server 1, it is possible to change whether the promotion is necessary for a customer who is a good customer and a customer who is not a good customer of the target store from the point of view of return.

[0176] As described above, the processing circuit 10 can determine that the return target product without promotion is not returnable or the return target product with promotion is not returnable as a response to the return target product based on the complaint history of the target user included in the user data of the target user. By referring to the complaint history of the target user by the server 1, it is possible to change whether the promotion is necessary for a customer who is a good customer of the target store from the point of view of complaints and a customer who is not a good customer.

[0177] (Variation Example)

[0178] In ACT 8, the processing circuit 10 automatically determines the response to the returned product corresponding to the state of the returned product based on the image data of the returned product, but is not limited to this. The processing circuit 10 can also determine the response to the returned product corresponding to the state of the returned product based on the image data of the returned product through the designation of the returned product by the store staff. In this example, the processing circuit 10 of the server 1 outputs the image data of the returned product to the store terminal 3 via the network NW. When the processing circuit 10 obtains the answer information of the inquiry about the state of the returned product from the user terminal 2, it outputs the answer information to the store terminal 3.

[0179] The processing circuit 30 of the store terminal 3 obtains the image data of the return object commodity from the server 1 via the network NW. The processing circuit 30 obtains the answer information from the server 1 via the network NW. The processing circuit 30 displays an image based on the image data of the return object commodity on the display device 34. The processing circuit 30 displays the answer to the inquiry about the state of the return object commodity based on the answer information on the display device 34. The store staff refers to the display of the display device 34 to study the state of the return object commodity. The store staff can specify the response to the return object commodity corresponding to the state of the return object commodity using the input device 35. Based on the designation input by the store staff via the input device 35, the processing circuit 30 outputs information indicating the designated response to the server 1 via the network NW.

[0180] The processing circuit 10 of the server 1 acquires information indicating the designated response from the store terminal 3 via the network NW. The processing circuit 10 determines the response to the returned product according to the state of the returned product based on the information indicating the designated response.

[0181] It should be noted that the processing circuit 10 of the server 1 may also output reference information useful for the store staff to specify the response to the returned goods to the store terminal 3. For example, the reference information is the answer information to the inquiry of the transaction performance, return frequency, complaint frequency, attribute information and desired promotion content of the inquiry target user, but is not limited to this. The processing circuit 30 of the store terminal 3 obtains the reference information from the server 1 via the network NW. The processing circuit 30 displays an image based on the reference information on the display device 34.

[0182] According to the embodiment, the server 1 can determine the response to the returned commodity according to the state of the returned commodity based on the image data of the returned commodity.

[0183] Thus, the server 1 can support an online return procedure that does not require the target user to go to the target store. The server 1 can support an online return procedure that reduces the involvement of the target store's staff. In this way, the server 1 can support the simplification of the online return procedure.

[0184] [Other embodiments]

[0185] Part or all of the multiple storage areas of the server 1 may be stored in one electronic device different from the server 1. Part or all of the multiple storage areas of the server 1 may be stored in a dispersed manner in multiple electronic devices different from the server 1.

[0186] The server 1 may be implemented by one electronic device or by a plurality of electronic devices with dispersed functions.

[0187] The above embodiments can be applied to a method executed by a system. The above embodiments can be applied to a program that enables a computer of the system to execute various functions. The above embodiments can also be applied to a storage medium storing the program.

[0188] Each of the one or more circuits constituting the processing circuit performs one or more processes among the multiple processes. When the processing circuit is composed of a single circuit, the single circuit performs all of the multiple processes. When the processing circuit is composed of a plurality of circuits, each of the plurality of circuits performs a portion of the multiple processes. The portion of the multiple processes may be one of the multiple processes or may be two or more of the multiple processes. When the processing circuit is composed of a plurality of circuits, the plurality of circuits may be included in one device or may be dispersed in a plurality of devices.

[0189] The program can be transferred in a state stored in the electronic device of the embodiment, or it can be transferred in a state not stored in the electronic device. In the latter case, the program can be transferred via a network, or it can be transferred in a state recorded in a storage medium. The storage medium is a non-temporary tangible medium. The storage medium is a computer-readable medium. The storage medium can be any medium such as a CD-ROM, a memory card, etc. that can store the program and can be read by a computer, regardless of its form.

[0190] The above describes the embodiments of the present invention, but the above embodiments are presented as examples and are not intended to limit the scope of the invention. The above new embodiments and modified examples can be implemented in various other ways, and various omissions, substitutions, changes, and combinations can be made without departing from the gist of the invention. The above embodiments and their modifications are included in the scope and gist of the invention, and are also included in the schemes recorded in the claims and their equivalents.

[0191] The above-mentioned embodiment can also be expressed as follows.

[0192] (1) A return support system comprising: an acquisition unit for acquiring image data of a product to be returned by a user; a determination processing unit for determining, based on the image data of the product to be returned, a response to the product to be returned corresponding to a state of the product to be returned; and an output unit for outputting a notification related to the response to the product to be returned to a terminal of the user.

[0193] (2) In the return support system described in (1), the acquisition unit acquires detailed data related to the transaction of the return object product, and the determination processing unit determines that the return object product is not returnable as a response to the return object product when the transaction of the return object product represented by the detailed data does not satisfy a condition.

[0194] (3) In the return support system described in (2), when the transaction of the return target product indicated by the detailed data satisfies the condition, the determination processing unit determines a response to the return target product corresponding to the status of the return target product.

[0195] (4) In the return support system described in (2) or (3), the condition is that there is purchase data related to the transaction of the return target product.

[0196] (5) In the return support system described in any one of (1) to (4), the determination processing unit determines each commodity related to the transaction of the return commodity based on purchase data related to the transaction of the return commodity, and the determination processing unit determines the return commodity from each commodity related to the transaction of the return commodity based on image data of the return commodity.

[0197] (6) In the return support system described in any one of (1) to (4), the determination processing unit determines each commodity related to the transaction of the return commodity based on the purchase data related to the transaction of the return commodity, the output unit outputs the information of each commodity related to the transaction of the return commodity to the user's terminal, the acquisition unit acquires information of a commodity selected as the return commodity from each commodity related to the transaction of the return commodity from the user's terminal, and the determination processing unit determines the return commodity from each commodity related to the transaction of the return commodity based on the information of the commodity selected as the return commodity.

[0198] (7) In the return support system described in any one of (1) to (6), the output unit outputs information regarding an inquiry about the status of the return product to the user's terminal, the acquisition unit acquires answer information to the inquiry from the user's terminal, and the determination processing unit determines the response to the return product corresponding to the status of the return product based on image data of the return product and the answer information.

[0199] (8) In the return support system described in any one of (1) to (7), the response to the return item includes the returnable item and the non-returnable item, and the non-returnable item includes the non-returnable item when not accompanied by a promotion and the non-returnable item when accompanied by a promotion.

[0200] (9) In the return support system described in (8), when the determination processing unit determines that the return product is not returnable as a response to the return product, the determination processing unit determines, based on the user's transaction performance, that the return product is not returnable when not accompanied by the promotion or that the return product is not returnable when accompanied by the promotion as a response to the return product.

[0201] (10) In the return support system described in (8) or (9), when the determination processing unit determines that the return product is not returnable as a response to the return product, the determination processing unit determines, based on the user's complaint history, that the return product is not returnable if it is not accompanied by the promotion or that the return product is not returnable if it is accompanied by the promotion as a response to the return product.

[0202] (11) In the return support system described in any one of (8) to (10), when the determination processing unit determines that the return product is not returnable as a response to the return product, the determination processing unit determines, based on the user's return history, that the return product is not returnable when not accompanied by the promotion or that the return product is not returnable when accompanied by the promotion as a response to the return product.

[0203] (12) A program that enables a computer to execute the following functions: a function of obtaining image data of a product that is to be returned by a user; a function of determining, based on the image data of the product that is to be returned, a response to the product that is to be returned that corresponds to a state of the product that is to be returned; and a function of outputting a notification related to the response to the product that is to be returned to a terminal of the user.

Claims

1. A return support system comprising: An acquisition unit, which acquires image data of a product to be returned by a user; a determination processing unit that determines, based on the image data of the returned commodity, a response to the returned commodity corresponding to the state of the returned commodity; and The output unit outputs a notification related to the response to the returned product to the user's terminal.

2. The return support system according to claim 1, wherein: The response to the returned product includes that the returned product can be returned or that the returned product cannot be returned. The non-returnable return of the returnable product includes the non-returnable return of the returnable product that is not accompanied by a promotion and the non-returnable return of the returnable product that is accompanied by the promotion.

3. The return support system according to claim 2, wherein: When the determination processing unit determines that the return item is not returnable as a response to the return item, the determination processing unit determines, based on the transaction performance of the user, that the return item is not returnable if it is not accompanied by the promotion, or that the return item is not returnable if it is accompanied by the promotion, as a response to the return item.

4. The return support system according to claim 1, wherein: the output unit outputs information regarding an inquiry about the status of the returned product to the user's terminal; The acquisition unit acquires answer information to the inquiry from the user's terminal, The determination processing unit determines a response to the returned commodity corresponding to a state of the returned commodity based on the image data of the returned commodity and the response information.

5. The return support system according to claim 1, wherein: The acquisition unit acquires detailed data related to the transaction of the returned product. The determination processing unit determines that the return target product is not returnable as a response to the return target product when there is no purchase data related to the transaction of the return target product indicated by the detailed data.

6. The return support system according to claim 1, wherein: The determination processing unit determines whether the outer package of the return target product is unopened, and if the outer package of the return target product is unopened, allows the return of the return target product as a response to the return target product.

7. The return support system according to claim 6, wherein: The determination processing unit determines, when the outer package is opened, a response to the returned product based on a damage state of the returned product.

8. The return support system according to claim 7, wherein: When the damage state is below a reference level, the determination processing unit determines that the damage degree is low and allows return.

9. The return support system according to claim 8, wherein: The determination processing unit permits a return with a partial refund when it is determined that the loss level is low.

10. A storage medium storing a program that enables a computer to perform the following functions: A function to obtain image data of the product to be returned by the user; A function for determining, based on image data of the returned product, a response to the returned product corresponding to a state of the returned product; A function of outputting a notification related to the handling of the returned product to the user's terminal.

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