DEVICE FOR HANDLING A COMPLAINT FOR AT LEAST ONE ITEM

Description

[0001] The invention relates to a device for handling a complaint concerning at least one item.

[0002] To return an item, the user typically needs to take it back to the place of purchase. For example, the item must be brought into the store and identified / registered at the checkout by the retailer's staff. The user / customer can then be refunded the purchase price.

[0003] The problem is that the user has to bring the purchased item into the store, creating a potential for mixing or confusion with items offered for sale there, especially identical items. In other words, neither the user nor the staff can prove that the item brought into the store by the user has already been purchased and paid for, and is not an item offered for sale there. Therefore, the user cannot definitively prove that the item was brought into the store from outside for the purpose of making a complaint.

[0004] Furthermore, it is equally difficult, if not impossible, for the staff of the business / retailer to verify whether an item brought in by the user for a complaint was actually purchased by them, or whether it is merely an item from the sales floor that is being mistakenly returned or claimed back, for example, with a receipt for a previously purchased item. For the purposes of this registration, the term "complaint" is generally used to refer to the return of a previously purchased item, encompassing both the exchange or replacement of a defective item and the return of the item regardless of the reason.

[0005] Document US 2004 084 527 A1 describes a system for managing the inventory of an unattended facility located remotely from a central warehouse.

[0006] The invention is based on the objective of improving the handling of a complaint, in particular providing a means of identifying the object.

[0007] The problem is solved by a device having the features of independent claim 1. Advantageous embodiments are the subject of dependent claims.

[0008] As previously described, the invention provides a device for handling a complaint regarding at least one item. The invention is based on the finding that the device comprises an identification device configured to identify an item provided by a user, wherein the identification device is configured to generate identification information relating to the item, in particular a positively identified item, and wherein a verification device is configured to generate, depending on the identification information, verification information indicating that the at least one item is in the possession of the user and has been brought to the device by the user for the purpose of a complaint.

[0009] Accordingly, the device provides an identification unit and a verification unit, whereby the item brought to the device by the user for the purpose of a complaint can be identified by the identification unit. This ensures, in particular, that the item being returned or claimed is the same item previously purchased or acquired. The identification unit generates identification information relating to the item, which, for example, describes the positively identified item. This identification information can characterize the item with regard to its purchase date, its type, and, for example, its assigned product group. To identify the item, the identification unit can read relevant information from the item, for example, by scanning it.The item may also have an identification feature, including a barcode, a QR code or the like.

[0010] The receipt system can then generate a receipt indicating that at least one item is in the user's possession and was brought to the system by the user for the purpose of making a complaint. In other words, the receipt allows the user to prove that the item was brought to the system and thus to the retailer's premises where it is to be returned or claimed. This allows for differentiation as to whether the item was brought to the system and therefore brought into it from outside the premises, or not. The staff or operator can use the receipt to determine that the item was brought to the system. Furthermore, it allows the user to prove that the item was brought in. This increases the user's convenience when making a complaint.

[0011] Accordingly, it is advantageously possible for the user to bring an item to be returned to the device, which is located, for example, in the entrance area of ​​the store where the item was purchased. There, the identification device can identify the item provided by the user, generating a receipt that proves the item was brought to the device and was in the user's possession at the time.

[0012] The receipt system can, for example, be configured to generate receipt information and store it in a data storage device. The store operator or the operator of the device can then access this receipt information as needed, for example, to verify whether the item was brought to the device by the user or whether the item was correctly identified. In other words, the identification information and / or the receipt information can be retrieved by the device operator. Alternatively or additionally, the receipt system can also be configured to output the receipt information, particularly to the user. Consequently, the receipt information can be issued to the device operator and / or the user who brought the item to the device.This can be achieved, among other things, through visual and / or acoustic and / or optical output, preferably through a display on an output device, for example a screen.

[0013] It is preferable that the receipt device is configured to output the receipt information physically and / or non-physically (virtually), in particular by printing and / or transmitting it electronically. As described above, it is possible to output the receipt information non-physically, for example, by emitting a corresponding acoustic and / or visual and / or optical signal. The receipt information can also be transmitted electronically, for example, by storing it in an (external) data storage device, and in particular by electronic transmission, such as via email. Alternatively, it is also possible to output the receipt information physically, for example, by printing a receipt for the operator of the device and / or the user.

[0014] In a further preferred embodiment of the device, a marking device can be provided, configured to mark an object for which identification information has been generated by the identification device. This allows the object brought to the device by the user to be marked by the marking device. The mark can take any form, for example, a barcode, QR code, or a mark with a specific color or shape. The mark on the object ensures that the object to be returned or claimed corresponds to the object identified by the identification device. The mark can also be understood as proof of purchase. The user can therefore use the applied mark to prove that the object was brought to the device.

[0015] For example, the operator's staff can also check the marking on the item and thus ensure that it is an item brought to the device by the user ("from outside"). This also makes it possible to distinguish the item brought to the device by the user from other items within the operator's premises.

[0016] The device according to the invention comprises at least one airlock device, which separates at least two rooms from each other by means of an airlock element, wherein the airlock device is configured to change the closed state of the airlock element depending on the identification information. According to this embodiment, it is possible to separate the interior of the business premises, for example, a shop where the item was purchased, from an exterior area by means of the airlock device. The user can bring the item to the device to return it, so that, depending on the identification information, the airlock element can be opened to grant the user access to the business premises. In other words, it is possible that, if the item has been positively identified, the closed state of the airlock element is changed, i.e.,the sluice gate is opened so that the user can take the item into the business premises to complain about it.

[0017] In a further preferred embodiment of the device according to the invention, the device may include a receiving device designed to receive at least one item. Advantageously, it is not necessary for the user to bring the item into the business premises; rather, the item can be placed into or received by the receiving device. The receiving device is preferably located outside the business premises, thus avoiding or preventing confusion with items offered for sale there. Instead, the user can simply "drop off" the item at the receiving device and does not need to bring it into the business premises.Instead, it is possible, for example, for the user to be given the receipt information, for example in the form of a voucher indicating that the item has been deposited by the user in the receiving facility.

[0018] The receiving device preferably has at least one receiving element, which is designed, for example, as a lockable compartment, and into which the user can place the object. The receiving device can preferably have a plurality of lockable compartments, which can be of the same and / or different sizes. For example, a defined number of lockable compartments of different sizes can be provided so that different objects can be placed into them. The individual receiving elements can be open or closed in their initial state, whereby, upon positive identification of an object, a suitable receiving element can be opened and, after the object has been placed into the receiving element, closed so that the user and other users no longer have access to the object.Depending on the identification information, it can be determined, for example, which receiving element is suitable for the object, whereby the identification information can include, for example, the dimensions of the object or an outer packaging.

[0019] Preferably, the receiving device includes a verification device designed to check at least one parameter of the item. This verification device ensures that the user places the correctly identified item, or the correct item, into the correct receiving element. For example, it prevents a situation where a correct item is correctly identified, but the user places the wrong item into the corresponding receiving element. This prevents situations where, if multiple items are to be returned or claimed, the correct items are identified but placed in the wrong receiving elements. Furthermore, it prevents the incorrect item from being placed in the receiving element or no item at all from being placed in the receiving element.

[0020] The inspection device is particularly well-suited to verify the item's mass, completeness, authenticity, functionality, and / or packaging. In other words, the inspection device can check various parameters of the item to ensure that the correct item has been inserted, complete and undamaged. It is also possible to check the item for damage, for example, by verifying its functionality. This allows the device to identify the specific defect in the item, for instance, in the event of a complaint.

[0021] Furthermore, it can be determined whether the item's packaging is intact or damaged. It is also possible to verify the item's authenticity, specifically whether the correct item has been placed inside. Additionally, the item's completeness can be checked, for example, whether all accessories are included. The inspection device can incorporate appropriate sensors, such as a weighing device and / or an optical inspection device, such as a camera and / or an X-ray machine.

[0022] The device according to the invention can be further developed such that the device has at least one dispatch unit configured to make an identified item available for dispatch. According to this further development of the device, the dispatch unit can make an item already identified by means of the identification unit available for dispatch. For example, the item can be placed in a receiving unit as described above. The dispatch unit can then grant a sender, in particular a shipping service provider, access to the item so that the sender can pick up and dispatch the item. The dispatch unit can also perform further optional steps; for example, the dispatch unit can...its outer packaging should be marked accordingly, for example with a shipping label, so that the item is ready for shipping.

[0023] The dispatching device can preferably be further configured to transmit collection information to a sender associated with at least one accepted item. This collection information can, for example, include confirmation that the item has been handed over to the dispatching device. Furthermore, the collection information can include additional parameters of the item, such as dimensions, weight, and the like, enabling the sender to arrange for the item's shipment. Advantageously, it is also not necessary for the user to enter business premises; rather, the item can be returned or disputed exclusively at the device, for example, by placing the item in a receiving device or handing it over to the dispatching device.

[0024] In a further preferred embodiment of the device according to the invention, the device may include at least one payment mechanism configured to generate at least one payment notification. This notification may, for example, inform the user of the amount of money they will receive due to the complaint or return of the item. The payment notification may also include instructions for initiating a corresponding payment to the user. Naturally, all other items, such as necessary expenses for shipping the item, can also be included in the payment notification.

[0025] The device can also be configured to process returns for items from at least two sales platforms. This means that the device can operate independently of the platform and identify various items, regardless of which sales platform they were sold on. Therefore, a single device can identify and accept items purchased from different sales platforms. Advantageously, the user only needs to bring all returned / claimed items to a single device. The device's identification system is designed to identify the items and the sales platform from which they were purchased, so that the corresponding shipping and / or refund information can be generated.

[0026] The device is preferably arranged within the premises of at least one wholesale or retail establishment, or it can be freestanding. As described above, the device can be used to process returns and exchanges. It is possible for the device to be freestanding, for example, to handle returns from multiple sales platforms or retail outlets. It is also possible for the device to be assigned to and located within the premises of a specific retail establishment, such as a wholesale or retail outlet. The previously described gate system ensures that users or customers only bring identified items into the retail establishment, thus preventing any confusion between items already purchased and those offered for sale.

[0027] Furthermore, the invention relates to a method for operating a device for handling a complaint about at least one item of a device according to the invention, as described above, wherein an item is identified by means of an identification device of a device described above, wherein a document device generates, depending on identification information generated by the identification device, a document information indicating that the at least one item is in the possession of a user and has been brought to the device by the user for the purpose of a complaint.

[0028] In addition, the invention relates to a method for handling a complaint about at least one item, wherein an item is identified by means of an identification device of a device according to the invention, as described above, wherein a document device generates a document information depending on an identification information generated by the identification device, which indicates that the at least one item is in the possession of a user and was brought to the device by the user for the purpose of a complaint.

[0029] Naturally, all advantages, details, and features described in relation to the device according to the invention are fully transferable to the inventive method for operating the device and to the inventive method for handling a complaint. The method for operating the device can preferably be carried out on the device according to the invention, and the method for handling a complaint preferably utilizes the device according to the invention.

[0030] The invention is explained in more detail below with reference to exemplary embodiments and the drawings. The drawings are schematic representations and show: Fig. 1 shows a device according to the invention in a side view; and Fig. 2 shows the device according to the invention of Fig. 1 Top view.

[0031] Fig. 1Figure 1 shows a device 1 for handling a complaint, exchange, or return of an item 2. The device 1 includes an identification device 3, which is designed to identify the item 2 provided by a user (not shown). The identification device 3 generates identification information relating to the item 2, which can, for example, be transmitted or stored in a data storage device.

[0032] Device 1 further comprises a verification unit 4, which is configured to generate verification information based on the generated identification information. This verification information indicates that item 2 is in the user's possession and was brought to Device 1 by the user for the purpose of making a complaint. In other words, after bringing item 2 to the device and subsequently taking it to the business premises for the complaint, the user can use the verification information to prove that item 2 was brought to Device 1 by them and is, for example, not an item offered for sale in the business premises of a retail establishment to which Device 1 is assigned. Consequently, confusion between item 2, which has already been purchased, and items offered for sale / displayed for sale (of the same type or kind) can be prevented.The receipt device 4 is, for example, designed to physically output the receipt information, i.e., to print the receipt information on a receipt 5. The user can then pick up the receipt 5 and carry it with them, thus proving that the item 2 was brought to the device 1 before entering the retail establishment (the store) and was therefore purchased beforehand.

[0033] It is also possible that the document processing device 4 is designed not to physically output the document information, i.e., for example, to transmit the document information or to output it acoustically, haptically or visually, especially on a screen.

[0034] Fig. 1The figure further shows that the device 1 has a marking device 6 configured to mark the item 2 for which identification information has been generated by the identification device 3. The marking device 6 can thus be used to mark a positively identified item 2. This ensures that, when the item 2 is brought into a retail establishment, it is visible that the item 2 has already been identified and registered by the device 1. Furthermore, it prevents confusion with identical items 2 offered for sale there, as these are distinguishable by the marking. The marking can be chosen arbitrarily, for example, by applying a symbol or a code, in particular a barcode, QR code, or the like.Of course, it is also possible to carry out the marking in other ways, for example by writing to a readable data storage device, in particular an RFID tag or the like.

[0035] Alternatively or additionally, it is also possible that the device 1 has a receiving device 7 which is designed to receive the at least one object 2. In the Fig. 1In the illustrated embodiment, the receiving device 7 has several receiving elements 8, which are of different sizes for illustrative purposes only. Of course, any number and size of receiving elements 8 can be provided. The receiving elements 8 are lockable, so that the object 2, after identification by means of the identification device 3 and, if necessary, marking by means of the marking device 6, can be placed into one of the receiving elements 8, and the receiving element 8 can then be closed. The receiving elements 8 are, for example, designed as lockable compartments.

[0036] The device 1 further comprises a verification device 9. In this exemplary embodiment, this device is (optionally) associated with or connected to the receiving device 7. Of course, it is also possible to design the verification device 9 independently, so that there is no interaction with the receiving device 7. In particular, a verification device 9 can also be provided in the device 1 without the device 1 having a receiving device 7. The verification device 9 is designed to verify at least one parameter of the object 2. In this exemplary embodiment, the verification device 9 is designed to verify the mass of the object 2 using a weighing device (not shown), as well as the completeness of the object 2, the authenticity of the object 2, the function of the object 2, and the packaging of the object 2.The results of the examination can also be delivered physically and / or non-physically.

[0037] Additionally, the device 1 has a dispatch device 10 configured to make the identified item 2 available for dispatch. For example, the item 2 can be placed into one of the receiving elements 8, as described above. Subsequently, the dispatch device 10 can make the item 2 available for dispatch, i.e., transmit corresponding collection information to a shipper who collects and dispatches the at least one item 2 received in the receiving element 7.

[0038] The device 1 additionally includes a payment unit 11, which is configured to generate payment information. This payment information may, for example, state that the user who brought the item 2 to the device 1 is to be paid a corresponding sum of money.

[0039] Fig. 2 The device 1 is shown in a top view, wherein the device 1 basically includes all the features already shown in Fig. 1 are shown. Fig. 2 It can be deduced that the device 1 is connected to an airlock 12, which separates two rooms 13 and 14 by means of two airlock elements 15, for example, movable doors. The airlock 12 is designed to change the closed state of the airlock elements 15 depending on the identification information. In other words, the device 1 can be arranged in the area of ​​a retail establishment, with the airlock 12 separating the two rooms 13 and 14, i.e., the surrounding area and the interior of the retail establishment, from each other.

[0040] Depending on the identification information, i.e., depending on whether the object 2, which the user brings to the device 1, has been positively identified by the identification device 3, the airlock device 12 can change the closed state of the airlock elements 15. If the object 2 is positively identified, the airlock elements 15 can be opened (indicated by arrows 16), so that the user gains access to the room 14. As described above, the object 2 can be marked accordingly by the marking device 6 before entering the room 14 or before the airlock elements 15 are opened. In this embodiment, the receiving device 7, the dispatching device 10, and the inspection device 9 are also shown as optional elements.

[0041] Naturally, the methods according to the invention can be carried out on the device 1. REFERENCE MARK LIST

[0042] 1 Device 2 Item 3 Identification device 4 Receipt device 5 Receipt 6 Marking device 7 Recording device 8 Recording element 9 Verification device 10 Dispatch device 11 Payment device 12 Locking device 13 Room 14 Room 15 Locking element 16 Arrow

Claims

1. Device (1) for processing a complaint of at least one object (2) comprising identification information relating to the identification of an object provided by a user (2), wherein the identification device (3) is designed to generate identification information relating to the object (2), in particular a positively identified object (2), wherein a document device (4) is designed to generate document information depending on the identification information indicating that the at least one object (2) is in the possession of the user and has been brought by the user to the device (1) for the purpose of a complaint, characterized in that the device (1) has at least one lock device (12) which separates at least two spaces (12) by means of at least one lock element (15), wherein the lock device (12) is designed to alter a locking state of the lock element (15) depending on the identification information.

2. Device according to claim 1, characterized in that the document device (4) is designed to output the document information, in particular to the user.

3. Device according to claim 2, characterized in that the document device (4) is designed to physically and / or not physically output the document information, in particular to print and / or electronically transmit.

4. Device according to one of the preceding claims, characterized in that a marking means (6) is provided, which is designed to mark an object (2) for which an identification information has been generated by means of the identification means (3).

5. Device according to one of the preceding claims, characterized in that the device (1) has a receiving device (7), which is designed to receive the at least one object (2).

6. Device according to claim 5, characterized in that the receiving device (7) has at least one receiving element (8), in particular a lockable compartment, in which the object (2) can be inserted by the user.

7. Device according to claim 5 or 6, characterized in that the device (1), in particular the receiving device (7) has at least one checking device (9), which is designed to check at least one parameter of the object (2).

8. Device according to claim 7, characterized in that the checking device (9) is designed to check the mass of the object (2) and / or the completeness of the object (2) and / or the authenticity of the object (2) and / or the function of the object (2) and / or a packaging of the object (2).

9. Device according to one of the preceding claims, characterized in that the device (1) has at least one dispatch device (10) which is designed to provide an identified object (2) for dispatch, in particular the dispatch device (10) is designed to transmit a pick-up information to a sender assigned to the at least one assumed object (2).

10. Device according to one of the preceding claims, characterized in that the device (1) has at least one remuneration device (11) which is designed to generate at least one remuneration information.

11. Device according to one of the preceding claims, characterized in that the device (1) is designed for handling a complaint of objects from at least two sales platforms.

12. Device according to one of the preceding claims, characterized in that the device (1) is arranged in the region of at least one wholesale facility or a retail facility or freestanding.

13. Method for operating a device (1) for processing a complaint of at least one object (2) according to one of the preceding claims, wherein an object (2) is identified by means of an identification device (3) of a device (1) according to one of the preceding claims, wherein a document device (4) in dependence on an identification information generated by the identification device (3) generates a document information indicating that the at least one object (2) is in the possession of a user and has been brought by the user to the device (1) for the purpose of a complaint, characterized in that the device (1) has at least one lock device (12), which lock device (12) separates at least two rooms (13, 14) by means of at least one lock element (15), wherein the lock device (12) changes a closing state of the lock element (15) depending on the identification information.

14. Method for processing a complaint of at least one object (2), wherein an object (2) is identified by means of an identification device (3) of a device (1) according to one of claims 1 to 12, wherein a document device (4) in dependence on an identification information generated by the identification device (3) generates a document information indicating that the at least one object (2) is in the possession of a user and has been brought by the user to the device (1) for the purpose of a complaint, characterized in that the device (1) has at least one lock device (12), which lock device (12) separates at least two rooms (13, 14) by means of at least one lock element (15), wherein the lock device (12) changes a closing state of the lock element (15) depending on the identification information.