Returns support system and program

Abstract

To support online return procedures.SOLUTION: A return support system according to the embodiment is provided with an acquisition unit, a determination processing unit, and an output unit. The acquisition unit acquires image data of merchandise to be returned by a user. The determination processing unit determines a response to the merchandise to be returned according to the state of the merchandise to be returned based on the image data of the merchandise to be returned. The output unit outputs a notification of the response to the merchandise to be returned to a user terminal.SELECTED DRAWING: Figure 5

Description

[Technical field]

[0001] An embodiment of the present invention relates to a return assistance system and a program. [Background technology]

[0002] There are stores such as physical stores and EC (Electronic Commerce) sites that provide a service of accepting returns of products purchased by customers.

[0003] Customers have a need to use a return service with as simple a process as possible, without having to go to the physical store where they purchased the product. Stores, on the other hand, have a need to provide a return service with as simple a process as possible, since they do not want to spend time on returning items. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] JP 2007-328779 A Summary of the Invention [Problem to be solved by the invention]

[0005] The problem to be solved by the embodiments of the present invention is to provide a technique for supporting online return procedures. [Means for solving the problem]

[0006] 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 how to handle the product to be returned according to a state of the product to be returned based on the image data of the product to be returned. The output unit outputs a notification regarding the handling of the product to be returned to a terminal of the user. [Brief description of the drawings]

[0007] [Figure 1] FIG. 1 is a block diagram showing an outline of a configuration example of a return support system according to an embodiment. [Diagram 2] FIG. 2 is a block diagram illustrating an outline of a configuration example of a server according to the embodiment. [Diagram 3] FIG. 3 is a block diagram illustrating an outline of a configuration example of a user terminal according to the embodiment. [Figure 4] FIG. 4 is a block diagram illustrating an outline of a configuration example of a store terminal according to the embodiment. [Diagram 5] FIG. 5 is a sequence diagram illustrating a process in the return support system according to the embodiment. [Figure 6] FIG. 6 is a flowchart illustrating an example of the second determination process by the processing circuit of the server according to the embodiment. [Figure 7] FIG. 7 is a flowchart showing an example of a promotion determination process performed by a processing circuit of the server according to the embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0008] Hereinafter, the embodiments will be described with reference to the drawings. Note that the scale of each part in each drawing used in the following description of the embodiments may be changed as appropriate. Also, for the sake of explanation, each drawing used in the following description of the embodiments may be shown with the configuration omitted.

[0009] [Embodiment] (Configuration example) FIG. 1 is a block diagram showing an outline of a configuration example of a return support system S. The return support system S is a system that supports online return procedures.

[0010] A return is when a customer returns a product after a transaction has been completed, accompanied by a refund or exchange. Hereinafter, the product that a customer wishes to return is also referred to as the product to be returned. A transaction is the transfer of costs from a customer to a store accompanying the sale of a product by the store. From the store's perspective, a transaction includes the sale of a product. From the customer's perspective, a transaction includes the purchase of a product. The completion of a transaction includes the completion of payment. Payment is the payment of costs in a transaction. For example, a product is a tangible object. The store may be a physical store or an EC (Electronic Commerce) store, etc.

[0011] A refund is the return of all or part of the cost paid for the returned product to the customer. An exchange is the replacement of the returned product with a similar product. For example, a similar product would be one with the same product code. A product code is identification information assigned to each product that can uniquely identify the product. For example, a product code is a JAN (Japanese Article Number) code, but is not limited to this.

[0012] 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 communicatively connected to each other via a network NW. The network NW includes one or more of various networks such as the Internet, a mobile communication network, and a LAN (Local Area Network). The LAN may be a wireless LAN or a wired LAN. The return support system S may also refer to a system including at least one electronic device.

[0013] FIG. 1 shows one user terminal 2, but the return support system S may include multiple user terminals 2. FIG. 1 shows one store terminal 3, but the return support system S may include multiple store terminals 3. FIG. 1 shows one physical store server 4, but the return support system S may include multiple physical store servers 4. FIG. 1 shows one EC store server 5, but the return support system S may include multiple EC store servers 5.

[0014] The server 1 is an electronic device that supports online return procedures. For example, the server 1 provides the return procedures as a cloud service. The server 1 supports the return procedures for products sold at multiple stores operated by multiple businesses, regardless of the business. The business is a trader that operates a store that sells products. For example, the business is a retailer. The business includes not only the business itself but also a group of businesses. The group of businesses is a group that operates stores that are recognized as a series. For example, the group of businesses is a group such as a franchise that operates stores using the same name. The server 1 may support the return procedures for products sold at one or more stores operated by one business. An example of the configuration of the server 1 will be described later. The server 1 is an example of a return support device.

[0015] The user terminal 2 is an electronic device used by a user. The term "user" includes the meaning of "customer." The user terminal 2 is, but is not limited to, a tablet terminal, a smartphone, a PC (Personal Computer), or the like. A configuration example of the user terminal 2 will be described later. The user terminal 2 is an example of a user's terminal.

[0016] The store terminal 3 is an electronic device used by 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, a PC (Personal Computer), etc., but is not limited to these. An example of the configuration of the store terminal 3 will be described later. The store terminal 3 is an example of a terminal of the store who sold the returned product. The store staff is an example of an operator of the store terminal 3.

[0017] The physical store server 4 is an electronic device that manages purchasing data in a physical store. The purchasing data is data managed by the store that sells the products. The purchasing data is data about the products that have been traded. For example, the purchasing data includes data on all or some of the following items: store code, transaction code, transaction date and time, product code, unit price, points, and amount. The store code is identification information that can uniquely identify a store. The transaction code is identification information that can uniquely identify a transaction. The transaction date and time is the date and time of the transaction. The product code is identification information that can uniquely identify a traded product. The unit price is the price per unit of the traded product. The points is the number of products that have been traded. The amount is calculated by multiplying the transaction price and the number of points traded. The purchasing data may include data on items other than these items.

[0018] The physical store server 4 is equipped with an auxiliary memory device that stores purchase data for each transaction. The auxiliary memory device corresponds to the auxiliary memory portion of the physical store server 4. The auxiliary memory device includes one or more memory devices. The memory device is, but is not limited to, an EEPROM (registered trademark) (Electric Erasable Programmable Read-Only Memory), a HDD (Hard Disc Drive), an SSD (Solid State Drive), or a flash memory. The auxiliary memory device equipped in the physical store server 4 is an example of a memory unit of the physical store server 4. The auxiliary memory device of the physical store server 4 may store product master data, which will be described later. The auxiliary memory device of the physical store server 4 may store user data, which will be described later. The physical store server 4 is an example of a store server.

[0019] The EC store server 5 is an electronic device that manages purchasing data at the EC store. The EC store server 5 is equipped with an auxiliary memory device that stores purchasing data. The auxiliary memory device corresponds to the auxiliary memory portion of the EC store server 5. The auxiliary memory device equipped in the EC store server 5 is an example of a memory portion of the EC store server 5. The auxiliary memory device of the EC store server 5 may store product master data, which will be described later. The auxiliary memory device of the EC store server 5 may store user data, which will be described later. The EC store server 5 is an example of a store server.

[0020] An example of the configuration of the server 1 will be described. FIG. 2 is a block diagram showing an outline of an example of the configuration of the server 1. As shown in FIG. 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 as to be able to input and output signals. In Fig. 2, the interface is written as "I / F".

[0021] The processing circuit 10 corresponds to the central part of the server 1. The processing circuit 10 is an element that constitutes the computer of the server 1. The processing circuit 10 includes one or more circuits that execute multiple processes by 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 thereto. For example, the processor is a CPU (Central Processing Unit) or a GPU (Graphics Processing Unit), but is not limited thereto. The processing circuit 10 loads a program that is pre-stored in the main memory 11 or the auxiliary storage device 12 into the main memory 11. The program is a program that can cause the processing circuit 10 to execute processes by each unit described later. The processing circuit 10 executes the program loaded into the main memory 11, thereby enabling various processes to be executed.

[0022] The main memory 11 includes elements corresponding to the main storage portion of the server 1. The main memory 11 is an element that constitutes the computer of 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 memory area as a work area where data is appropriately rewritten 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 volatile memory area.

[0023] The auxiliary storage device 12 corresponds to the auxiliary storage portion of the server 1. The auxiliary storage device 12 includes one or more storage devices. Examples of the storage devices are as described above. The auxiliary storage device 12 stores the above-mentioned programs, data used by the processing circuit 10 in performing various processes, and data generated by the processing in the processing circuit 10. A plurality of storage areas included in the auxiliary storage device 12, which will be described later, may be included in one storage device or may be distributed across a plurality of storage devices.

[0024] The auxiliary storage device 12 includes a purchase data storage area 121. The purchase data storage area 121 stores purchase data for each store. The processing circuit 10 acquires purchase data from the physical store server 4 via the network NW. The processing circuit 10 stores the acquired purchase data in the purchase data storage area 121. Similarly, the processing circuit 10 acquires purchase data from the EC store server 5 via the network NW. The processing circuit 10 stores the acquired purchase data in the purchase data storage area 121. The processing circuit 10 may periodically acquire purchase data from the physical store server 4 or the EC store server 5. The processing circuit 10 may acquire 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 that stores purchase data. The data stored in the purchase data storage area 121 is updated by adding or deleting purchase data, etc.

[0025] The auxiliary storage device 12 includes a product master storage area 122. The product master storage area 122 stores product master data for each store. The product master data includes product data for each product sold in the store. The product data includes data for all or some of the items of product code, product name, unit price, and product feature data. The product code is identification information that can uniquely identify a product. The product name is the name of the product. The unit price is the price per unit of the product. The product feature data is data that indicates the external features of the product. For example, the product feature data is image data of the product. The product data may include data for items other than these items. The processing circuit 10 may periodically acquire the product master data from the physical store server 4 or the EC store server 5. The processing circuit 10 saves the acquired product master data in the product master storage area 122. The product master storage area 122 is an example of a storage unit that stores product master data. The data stored in the product master storage area 122 is updated by updating the product master data.

[0026] The auxiliary storage device 12 includes a user data storage area 123. The user data storage area 123 stores user data for each user. The user data is data related to the user. The user data may include user attribute information. The user attribute information is unique information that characterizes the user. For example, the user attribute information may be, but is not limited to, age, sex, and place of residence.

[0027] The user data may include the transaction record of the user for each store or each business. The transaction record is a record that indicates the extent of transactions. The transaction record is data that is calculated based on the purchase data. For example, the transaction record includes a part or all of the transaction amount, the transaction frequency, and the latest transaction date. The transaction record may include information other than these pieces of information. The transaction amount is the amount of the transaction. The transaction amount may be the total amount of each transaction, or the average amount of each transaction. For example, the transaction amount can be calculated based on the amount included in the purchase data. The transaction frequency is the frequency of the transaction. The transaction frequency may be the number of transactions per certain number of days. The length of the certain number of days can be set as appropriate. For example, the transaction frequency can be calculated based on the transaction date and time included in the purchase data. The latest transaction date is the date on which the most recent transaction was made. For example, the latest transaction date can be calculated based on the transaction date and time included in the purchase data. The transaction record may be calculated based on purchase data within a specified period, or may be calculated based on purchase data without limiting the period. The length of the specified period can be set as appropriate. The trading performance may be data obtained by various analysis methods such as RFM (Recency Frequency Monetary) analysis or decile analysis.

[0028] The user data may include a return history for each store or business. The return history is a history of returns. For example, the return history may include the return date for each return and the name of the returned product. The user data may include a complaint history for each store or business. The complaint history is a history of complaints made by users. For example, the complaint history may include the date for each complaint.

[0029] The processing circuit 10 may periodically acquire user data from the physical store server 4 or the EC store server 5. The processing circuit 10 stores the acquired user data in the user data memory area 123. The processing circuit 10 does not need to acquire transaction history from the physical store server 4 or the EC store server 5. In this case, the processing circuit 10 may determine the transaction history based on the data stored in the purchase data memory area 121. The user data memory area 123 is an example of a memory unit that stores user data. The data stored in the user data memory area 123 is updated when the user data is updated.

[0030] The communication interface 13 includes various interfaces that connect the server 1 to other electronic devices via the network NW so that the server 1 can communicate with them in accordance with a predetermined communication protocol. The communication interface 13 is an example of a communication unit of the server 1.

[0031] The hardware configuration of the server 1 is not limited to the above-mentioned configuration. The server 1 allows the above-mentioned components to be omitted or changed and new components to be added as appropriate.

[0032] Each unit realized by the processing circuit 10 will be described. The processing circuit 10 realizes an acquisition unit 101, a judgment processing unit 102, and an output unit 103. Each unit realized by the processing circuit 10 can also be referred to as each function. Each unit realized by the processing circuit 10 can also be referred to as being realized in a control unit including the processing circuit 10 and the main memory 11.

[0033] The acquisition unit 101 acquires data, information, instructions, etc. from other electronic devices via the network NW. Acquiring includes the meaning of receiving.

[0034] The determination processing unit 102 determines how to handle the returned product. For example, the determination processing unit 102 determines how to handle the returned product depending on the state of the returned product. Determining how to handle the returned product includes deciding how to handle the returned product.

[0035] The state of the product to be returned is the state of the product to be returned at the time when the user intends to return it. For example, the state of the product to be returned is the external appearance state of the product to be returned. When the product to be returned is traded in a packaged state, the external appearance state of the product to be returned can include whether the package of the product to be returned is unopened or not. For example, the package is a box or a bag. The product to be returned may be sold in a packaged state before being traded. The product to be returned may be packaged in a package by a store staff member at the time of the transaction. The product to be returned may be traded without being packaged. The package of the product to be returned being unopened means that the package of the product to be returned is unopened. When the package of the product to be returned is unopened, the product to be returned is an acceptable product for return. The package of the product to be returned is not unopened means that the package of the product to be returned has been opened. The package of the product to be returned is not unopened means that the product to be returned is traded without being packaged. When the package of the product to be returned is not unopened means that the product to be returned is traded without being packaged. When the package of the product to be returned is not unopened, the product to be returned may not be an acceptable product for return. The appearance condition of the returned product may include the wear and tear of the returned product. The wear and tear of the returned product is the wear and tear of the part of the returned product that is visible from the outside. For example, the wear and tear may be deterioration such as damage or dirt.

[0036] The response to a returned item is the response of the store or the business operator of the store to the returned item. The response to a returned item includes whether the returned item can be returned or not. The return of a returned item can be allowed by allowing the return of the returned item. The return of a returned item cannot be allowed by not allowing the return of the returned item.

[0037] The return of the returned product may include a return with a full refund or exchange and a return with a partial refund. A return with a full refund or exchange is to allow a return with a full refund of the amount paid for the returned product to the user or an exchange of the returned product for a similar product. A return with a partial refund is to allow a return with a partial refund of the amount paid for the returned product to the user.

[0038] The non-returnability of the returned product may include non-returnability of the returned product without a promotion and non-returnability of the returned product with a promotion. The promotion is the provision of a gift to the user by the store that sold the returned product or the business operator that operates the store. The gift is intended to encourage the user to continue using the store that sold the returned product or other stores of the business operator that operates the store. For example, the gift has a monetary value equivalent to an amount lower than the transaction amount of the returned product. The gift may be a tangible item such as a gift, or may be a coupon. The coupon may be a coupon that can be used at the store that sold the returned product or may be a coupon that can be used at other stores of the business operator that operates the store that sold the returned product. The coupon may be a discount coupon or a coupon for free exchange of the product. The provision of the gift includes shipping the actual gift to the user. The provision of the gift includes providing an electronic coupon that can be displayed on the user terminal 2.

[0039] The non-returnability of a returned product without a promotion refers to not promoting the product to a user when the return of the returned product is not permitted. The non-promotionability of a returned product includes not offering a gift to the user. The non-returnability of a returned product with a promotion refers to promoting the product to a user when the return of the returned product is not permitted. The promotionability of a returned product includes offering a gift to the user.

[0040] The output unit 103 outputs data or information to other electronic devices via the network NW. Outputting includes the meaning of transmitting.

[0041] An example of the configuration of the user terminal 2 will be described. FIG. 3 is a block diagram showing an outline of an example of the configuration of the user terminal 2. As shown in FIG. 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, an audio output device 26, an audio input device 27, and an image capture device 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 audio output device 26, the audio input device 27, and the image capture device 28 are connected to each other so as to be able to input and output signals. In Fig. 3, the interface is written as "I / F".

[0042] The processing circuit 20 corresponds to the central part of the user terminal 2. The processing circuit 20 is an element that constitutes the computer of the user terminal 2. The processing circuit 20 includes one or more circuits that execute multiple processes by multiple functions. Examples of the circuits are as described above. The processing circuit 20 expands a program that is pre-stored in the main memory 21 or the auxiliary storage device 22 into the main memory 21. The program is a program that can cause the processing circuit 20 to execute multiple processes. The processing circuit 20 executes the program expanded into the main memory 21, thereby enabling various processes to be executed.

[0043] The main memory 21 includes elements corresponding to the main storage portion of the user terminal 2. The main memory 21 is an element that constitutes the computer of the user terminal 2. The configuration of the main memory 21 may be the same as the configuration of the main memory 11.

[0044] The auxiliary storage device 22 corresponds to the auxiliary storage portion of the user terminal 2. The auxiliary storage device 22 includes one or more storage devices. Examples of the storage devices are as described above. The auxiliary storage device 22 stores the above-mentioned programs, data used by the processing circuit 20 in performing various processes, and data generated by the processing in the processing circuit 20.

[0045] The communication interface 23 includes various interfaces that connect the user terminal 2 to other electronic devices via the network NW in accordance with a predetermined communication protocol so that the user terminal 2 can communicate with them. The communication interface 23 is an example of a communication unit of the user terminal 2.

[0046] 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, an EL (Electroluminescence) display, etc. The display device 24 is an example of a display unit of the user terminal 2.

[0047] The input device 25 is a device capable of inputting instructions, information, etc. to the user terminal 2. The input device 25 may include a keyboard. The input device 25 may form 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.

[0048] The audio output device 26 is a device capable of outputting audio based on audio data, and is, for example, a speaker.

[0049] The voice input device 27 is a device that can input voice data based on voice. For example, the voice input device 27 is a microphone. The voice input device 27 is an example of an input unit of the user terminal 2.

[0050] The photographing device 28 is a device capable of photographing under the control of the processing circuit 20. For example, the photographing device 28 is a camera. The photographing device 28 is an example of a photographing section of the user terminal 2.

[0051] The hardware configuration of the user terminal 2 is not limited to the above-mentioned configuration. The user terminal 2 allows the omission or modification of the above-mentioned components and the addition of new components as appropriate.

[0052] An example of the configuration of the store terminal 3 will be described. FIG. 4 is a block diagram showing an outline of an example of the configuration of the store terminal 3. As shown in FIG. 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, an audio output device 36, an audio input device 37, and an image capture device 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 audio output device 36, the audio input device 37, and the image capture device 38 are connected to each other so as to be able to input and output signals. In Fig. 4, the interface is written as "I / F".

[0053] The processing circuit 30 corresponds to the central part of the store terminal 3. The processing circuit 30 is an element that constitutes the computer of the store terminal 3. The processing circuit 30 includes one or more circuits that execute multiple processes by multiple functions. Examples of the circuits are as described above. The processing circuit 30 loads a program that is pre-stored in the main memory 31 or the auxiliary storage device 32 into the main memory 31. The program is a program that can cause the processing circuit 30 to execute multiple processes. The processing circuit 30 executes the program loaded into the main memory 31, thereby enabling various processes to be executed.

[0054] The main memory 31 includes elements equivalent to the main storage portion of the store terminal 3. The main memory 31 is an element that constitutes the computer of the store terminal 3. The configuration of the main memory 31 may be the same as the configuration of the main memory 11.

[0055] The auxiliary storage device 32 corresponds to the auxiliary storage portion of the store terminal 3. The auxiliary storage device 32 includes one or more storage devices. Examples of the storage devices are as described above. The auxiliary storage device 32 stores the above-mentioned programs, data used by the processing circuit 30 when performing various processes, and data generated by the processing in the processing circuit 30.

[0056] The communication interface 33 includes various interfaces that connect the store terminal 3 to other electronic devices so that they can communicate with each other via the network NW in accordance with a predetermined communication protocol. The communication interface 33 is an example of a communication unit of the store terminal 3.

[0057] The display device 34 is a device capable of displaying various images under the control of the processing circuit 30. The configuration of the display device 34 may be the same as the configuration of the display device 24. The display device 34 is an example of a display unit of the store terminal 3.

[0058] The input device 35 is a device capable of inputting instructions, information, etc. to the store terminal 3. The input device 35 may include a keyboard. The input device 35 may form 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.

[0059] The audio output device 36 is a device capable of outputting audio based on audio data, and is, for example, a speaker.

[0060] The voice input device 37 is a device that can input 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.

[0061] The photographing device 38 is a device capable of photographing under the control of the processing circuit 30. For example, the photographing device 38 is a camera. The photographing device 38 is an example of a photographing section of the store terminal 3.

[0062] The hardware configuration of the store terminal 3 is not limited to the above-mentioned configuration. The store terminal 3 allows the omission or modification of the above-mentioned components and the addition of new components as appropriate.

[0063] (Example of operation) The process in the return support system S will be described. Note that the process steps described below are merely examples, and each process may be modified as much as possible. In addition, the process steps described below may be omitted, replaced, or added as appropriate depending on the embodiment.

[0064] FIG. 5 is a sequence diagram illustrating a process in the return support system S. In the following, a user who performs the return procedure for the returned product is also referred to as a target user. A store that sold the returned product is also referred to as a target store. A business that operates a store that sold the returned product is also referred to as a target business. The target user may operate the user terminal 2 to access a web page for return procedures or to start an application.

[0065] The processing circuit 20 of the user terminal 2 outputs product image data (ACT21). 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 video or image data of one or more still images. In ACT21, for example, the processing circuit 20 outputs the product image data to the server 1 via the network NW based on an image of the product to be returned captured by the imaging device 28. The target user can complete the return procedure without visiting the target store by uploading the product image data to the server 1 using the user terminal 2.

[0066] The processing circuit 10 of the server 1 acquires product image data (ACT1). ACT1 may be processing by the acquisition unit 101 realized by the processing circuit 10. In ACT1, for example, the processing circuit 10 acquires product image data from the user terminal 2 via the network NW. Since the server 1 can acquire product image data online, it can assist the target user in completing the return procedure without visiting the target store.

[0067] The processing circuit 20 of the user terminal 2 outputs the detail data (ACT22). The detail data is detail data related to the transaction of the returned product. A transaction of the returned product is a transaction including the returned product. The detail shows the details of the transaction. The detail is a receipt or an invoice. For example, the detail includes all or part of information related to the store where the transaction was made, information related to the transaction date and time, transaction information, product information, and information related to the total amount of the transaction. The detail may include information other than these pieces of information. For example, the information related to the store where the transaction was made includes the name of the store and the store code. The information related to the store where the transaction was made may include information other than these pieces of 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 a transaction code. The transaction information may include information other than this information. For example, the product information includes all or part of the product code, product name, unit price, number of items, and amount for each product traded. The product information may include information other than these pieces of information. The information related to the total amount of the transaction includes the total amount of the transaction. The total amount of a transaction is calculated by adding up the prices of each item in a transaction.

[0068] In one example, the detail data is data based on photographing a paper detail 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 photographing the paper detail 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 based on an instruction to output the detail data input by the target user via the input device 25. The target user can upload the detail data to the server 1 using the user terminal 2, thereby completing the return procedure without going to the target store.

[0069] The processing circuit 10 of the server 1 acquires the itemized data (ACT2). ACT2 may be processing by the acquisition unit 101 realized by the processing circuit 10. In ACT2, for example, the processing circuit 10 acquires the itemized data from the user terminal 2 via the network NW. Since the server 1 can acquire the itemized data online, it is possible to support the target user in completing the return procedure without going to the target store.

[0070] The processing circuit 10 of the server 1 executes a first judgment process (ACT3). ACT3 may be a process by the judgment processing unit 102 realized by the processing circuit 10. The first judgment process is a process for judging whether or not a transaction of the returned product indicated in the detail data satisfies the return conditions. The return conditions are that purchase data related to the transaction of the returned product indicated in the detail data exists. If purchase data related to the transaction of the returned product exists, the transaction of the returned product satisfies the return conditions. On the other hand, if purchase data related to the transaction of the returned product does not exist, the transaction of the returned product does not satisfy the return conditions.

[0071] If the detail data is data relating to a transaction at a store where return support system S supports return procedures, purchase data relating to the transaction of the item to be returned exists. On the other hand, if the detail data is data relating to a transaction at a store other than the store where return support system S supports return procedures, purchase data relating to the transaction of the item to be returned does not exist. In this way, the first determination process is a process for determining whether the detail data is appropriate. Server 1 can appropriately support the target user in the online return process by preventing returns using detail data from an unrelated store.

[0072] In ACT3, for example, the processing circuit 10 determines, based on the detail data, whether or not purchasing data exists regarding the transaction of the returned product indicated in the detail data. If purchasing data including a transaction code included in the detail data is stored in the purchasing data storage area 121, the processing circuit 10 can determine that purchasing data exists. On the other hand, if purchasing data including a transaction code included in the detail data is not stored in the purchasing data storage area 121, the processing circuit 10 can determine that purchasing data does not exist.

[0073] In addition, the target user may attempt to return the return target product immediately after the transaction. In this case, the purchase data storage area 121 may not store purchase data related to the transaction of the return target product. When the purchase data including the transaction code included in the description data is not stored in the purchase data storage area 121, the processing circuit 10 may process as follows. For example, the processing circuit 10 outputs a request including the transaction code included in the description data to a store server of a target store identified by a store code included in the description data. The request including the transaction code included in the description data is a request to inquire about purchase data including the transaction code included in the description data. When the store server stores purchase data including the transaction code included in the description data, the processing circuit 10 acquires purchase data including the transaction code included in the description data. In this case, the processing circuit 10 can determine that purchase data related to the transaction of the return target product exists. When the store server does not store purchase data including the transaction code included in the description data, the processing circuit 10 does not acquire purchase data including the transaction code included in the description data. In this case, the processing circuit 10 can determine that purchase data related to the transaction of the return target product does not exist.

[0074] If the transaction of the returned product indicated by the detail data does not satisfy the return conditions (ACT3, NO), the processing circuit 10 determines that the returned product cannot be returned as a measure for the returned product. For example, the non-returnability of the returned product means that the returned product cannot be returned if it is not accompanied by a promotion. The processing transitions from ACT3 to ACT4. By determining that the returned product cannot be returned, the server 1 can prevent returns using the detail data at unrelated stores and appropriately support the target user in completing the online return procedure.

[0075] The processing circuit 10 of the server 1 outputs a response notification (ACT4). ACT4 may be processing by the output unit 103 realized by the processing circuit 10. The response notification is a notification regarding 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 regarding the non-returnability of the return target product. In ACT4, for example, the processing circuit 10 outputs a response notification regarding 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, the server 1 can support the target user to carry out the return procedure without going to the target store. The processing circuit 10 outputs a response notification regarding 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, the server 1 can support the staff of the target store to confirm the final response to the return target product without dealing with the return of the target user.

[0076] The processing circuit 20 of the user terminal 2 acquires the handling notification (ACT23). In ACT23, for example, the processing circuit 20 acquires the handling notification regarding the non-returnability of the returned product from the server 1 via the network NW. Based on the handling notification, the processing circuit 20 causes the display device 24 to display a message indicating that the returned product cannot be returned. The target user can check the handling of the returned product without going to the target store.

[0077] The processing circuit 30 of the store terminal 3 acquires a response notification (ACT31). In ACT31, for example, the processing circuit 30 acquires a response notification regarding the non-returnability of the returned product from the server 1 via the network NW. Based on the response notification, the processing circuit 30 causes the display device 34 to display a message indicating that the returned product cannot be returned. The staff of the target store can confirm the final response to the returned product without dealing with the return of the target user.

[0078] If the transaction of the returned product indicated in the detail data satisfies the return conditions (ACT3, YES), the process transitions from ACT3 to ACT5. In this case, as in ACT8 described later, the processing circuit 10 determines how to handle the returned product depending on the condition of the returned product.

[0079] The processing circuit 10 of the server 1 identifies the product to be returned (ACT5). ACT5 may be processing by the determination processing unit 102 realized by the processing circuit 10. In ACT5, for example, the processing circuit 10 identifies each product related to the transaction of the product to be returned based on the purchase data related to the transaction of the product to be returned. Here, the processing circuit 10 can identify the product of the purchase data including the transaction code included in the detail data as the product related to the transaction of the product to be returned. The processing circuit 10 may refer to the product master data and identify the product name of each product related to the transaction of the product to be returned. The processing circuit 10 identifies the product to be returned from among the products related to the transaction of the product to be returned based on the image data of the product to be returned. Here, the processing circuit 10 can identify the product to be returned by comparing the image data of the product to be returned with the product feature data included in the product master data. The server 1 can identify the product to be returned without generating an interaction with the target user.

[0080] The processing circuit 10 may specify the product to be returned by interacting with the target user. In one example, the processing circuit 10 outputs information on each product related to the transaction of the product to be returned to the user terminal 2 via the network NW. For example, the information on each product is information indicating the product name of each product. The processing circuit 20 of the user terminal 2 acquires information on each product related to the transaction of the product to be returned from the server 1 via the network NW. The processing circuit 20 displays a list of each product related to the transaction of the product to be returned on the display device 24. For example, the list of each product is a list of the product name of each product. The target user can select the product to be returned from among the products related to the transaction of the product to be returned using the input device 25. The processing circuit 20 outputs information on the product selected as the product to be returned to the server 1 via the network NW based on a selection instruction for the product to be returned input by the user via the input device 25. For example, the information on the product selected as the product to be returned is information indicating the product selected as the product to be returned. The processing circuit 10 of the server 1 acquires information on a product selected as a product to be returned from among the products related to the transaction of the product to be returned from the user terminal 2 via the network NW. The processing circuit 10 identifies the product to be returned from among the products related to the transaction of the product to be returned based on the information on the product selected as a product to be returned. The server 1 can reliably identify the product to be returned by communicating with the target user.

[0081] In another example, the processing circuit 10 outputs information on a question inquiring about a product to be returned to the user terminal 2 via the network NW. The processing circuit 10 may output information on a question inquiring about a product to be returned to the user terminal 2 by a chatbot or the like. For example, the information on the question inquiring about a product to be returned is information indicating a message of the question. The processing circuit 20 of the user terminal 2 acquires information on the question inquiring about a product to be returned from the server 1 via the network NW. The processing circuit 20 displays the message of the question inquiring about the product to be returned on the display device 24. The processing circuit 20 may output the message of the question inquiring about the product to be returned from the audio output device 26 as audio. The target user can input information on the product to be returned as a response to the question inquiring about the product to be returned using the input device 25 or the audio input device 27. For example, the information on the product to be returned is information indicating the product name of the product to be returned. The processing circuit 20 outputs information on the product to be returned to the server 1 via the network NW based on the information on the product to be returned input by the user. The processing circuit 10 of the server 1 acquires information on the returned product from the user terminal 2 via the network NW. The processing circuit 10 identifies the returned product from among the products related to the transaction of the returned product based on the information on the returned product. The server 1 can reliably identify the returned product through communication with the target user.

[0082] The processing circuit 10 of the server 1 outputs information on a question about the state of the returned product (ACT6). ACT6 may be processing by the output unit 103 realized by the processing circuit 10. In ACT6, for example, the processing circuit 10 outputs information on a question about the state of the returned product to the user terminal 2 via the network NW. For example, the information on the question about the state of the returned product is information indicating a question message. The question about the state of the returned product may be automatically set by a chatbot or the like. The question about the state of the returned product 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 question about the state of the returned product may include a question about whether the package of the returned product is unopened, such as "Has the package of the returned product been opened?". The question about the state of the returned product may include a question about the worn state of the returned product, such as "Please tell me how dirty the returned product is."

[0083] The processing circuit 20 of the user terminal 2 acquires information on the question about the condition of the returned product (ACT24). In ACT24, for example, the processing circuit 20 acquires the question information from the server 1 via the network NW. The processing circuit 20 displays the question message on the display device 24. The processing circuit 20 may also output the question message as voice from the voice output device 26. The target user can input information on the answer to the question using the input device 25 or the voice input device 27. For example, the answer information is information indicating the answer. If the question is about whether the package of the returned product is unopened or not, the answer is, for example, "opened". If the question is about the worn-out condition of the returned product, the answer is, for example, "there is some dirt, but it is not noticeable".

[0084] The processing circuit 20 of the user terminal 2 outputs information on an answer to the question about the state of the returned product (ACT25). In ACT25, 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.

[0085] The processing circuit 10 of the server 1 acquires information on answers to questions about the condition of the returned product (ACT7). ACT7 may be processing by the acquisition unit 101 realized by the processing circuit 10. In ACT7, for example, the processing circuit 10 acquires the answer information from the user terminal 2 via the network NW. The server 1 can collect information on answers to questions as information for improving the accuracy of determining how to handle the returned product through interactions with the target user.

[0086] In addition, if the processing circuit 10 does not use information on the answer to the question about the condition of the returned product in the second determination process described below, the processing circuit 10 may omit the processes of ACT5 and ACT6.

[0087] In ACT6, the processing circuit 10 of the server 1 may output information on a question inquiring about the reason for returning the product to the user terminal 2 via the network NW. For example, the information on the question is information indicating a question message. The question may be automatically set by a chatbot or the like, 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 question may include a question such as "Please tell me the reason why you want to return the product." The target user can input information on an answer to the question using the input device 25 or the voice input device 27. For example, the answer may be "Because it is different from what I expected." In ACT7, the processing circuit 10 acquires information on the answer from the user terminal 2 via the network NW. The store staff member can grasp the reason for the return.

[0088] In ACT6, the processing circuit 10 of the server 1 may output information of a question inquiring about a desired promotion content to the user terminal 2 via the network NW. The promotion content may include the content of a gift. The gift content may include the type of gift, such as an item and a coupon. For example, the information of the question is information indicating a question message. The question may be automatically set by a chatbot or the like, 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 question may include questions such as "Would you like a free gift? Or would you like a coupon?". The target user can input information of an answer to the question using the input device 25 or the voice input device 27. For example, the answer is "I would like a free gift". In ACT7, the processing circuit 10 acquires information of the answer from the user terminal 2 via the network NW. The server 1 can support a promotion according to the target user's desire by referring to the information of the answer to the question.

[0089] In addition, before ACT8 described later, the processing circuit 10 of the server 1 may output information of a request to the user terminal 2 via the network NW to have the product to be returned photographed again. For example, the information of the request is information indicating a request message. If the image shown by the product image data already acquired in ACT1 is inappropriate, the processing circuit 10 can output the information of the request to the user terminal 2. The image being inappropriate means that the image is not suitable for the second judgment process. The image being inappropriate includes the image being unclear. The image being inappropriate includes the image being insufficient in the photographed portion of the product to be returned. The request may be automatically set by the server 1 based on the product image data already acquired. The request may be input by the store staff via the input device 35 or the voice input device 37 of the store terminal 3. The request may be, for example, "Please take a close-up image in a bright place so that the degree of dirt can be seen in detail." The target user can take a picture of the product to be returned again using the photographing device 28 of the user terminal 2. Similar to ACT21, the processing circuit 20 of the user terminal 2 outputs product image data to the server 1 via the network NW based on the photographing of the return product by the photographing device 28. Similar to ACT1, the processing circuit 10 of the server 1 acquires the product image data from the user terminal 2 via the network NW. The server 1 can appropriately determine the condition of the return product by using an image suitable for the second determination process. As a result, the server 1 can improve the accuracy of determination of how to handle the return product.

[0090] The processing circuit 10 of the server 1 executes a second determination process (ACT8). ACT8 may be a process by the determination processing unit 102 realized by the processing circuit 10. The second determination process is a process for determining a response to the return item according to the state of the return item. In ACT8, for example, the processing circuit 10 determines the state of the return item based on the image data of the return item. The processing circuit 10 may determine the state of the return item based on the image data of the return item and information of a response to a question about the state of the return item. The processing circuit 10 can determine whether the package of the return item is unopened as the state of the return item. The processing circuit 10 can determine the consumption state of the return item as the state of the return item. The processing circuit 10 may determine the level of the consumption state of the return item from the multiple levels of consumption state to determine the consumption state of the return item. For example, the multiple levels of consumption state are three levels, large, medium, and small, but are not limited to this. The multiple levels of consumption state may be two levels, or four or more levels. Here, it is assumed that the higher the level of the consumed state, the worse the degree of consumption. The level of the consumed state of the returned product changes according to the consumed state of the returned product. The processing circuit 10 determines how to handle the returned product based on the state of the returned product. An example of the second determination process will be described later.

[0091] As described above, the processing circuit 10 can determine how to handle the returned product according to the condition of the returned product based on the image data of the returned product. The server 1 can determine how to handle the returned product based on the image data uploaded by the target user, which can simplify the online return procedure.

[0092] As described above, the processing circuit 10 can determine how to handle the returned product according to its condition based on the image data of the returned product and the answer to the question about the condition of the returned product. The server 1 can increase the accuracy of determining how to handle the returned product by using the answer to the question about the condition of the returned product input by the user.

[0093] The processing circuit 10 of the server 1 outputs a response notification (ACT9). ACT9 may be processing by the output unit 103 realized 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 outputting the response notification to the user terminal 2, the server 1 can assist the target user in completing 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 outputting the response notification to the store terminal 3, the server 1 can assist the staff of the target store in confirming the final response to the returned product without having to deal with the return of the target user.

[0094] The response notification output by the processing circuit 10 differs depending on the second determination process. When the processing circuit 10 determines that the returnable product is returnable, the processing circuit 10 outputs a response notification regarding the returnability of the returnable product.When the processing circuit 10 determines that the returnable product is returnable with a full refund or exchange, the processing circuit 10 outputs a response notification regarding the returnability of the returnable product with a full refund or exchange.When the processing circuit 10 determines that the returnable product is returnable with a partial refund, the processing circuit 10 outputs a response notification regarding the returnability of the returnable product with a partial refund. When the processing circuit 10 determines that the returnable product cannot be returned as a response to the returnable product, the processing circuit 10 outputs a response notification regarding the non-returnability of the returnable product.When the processing circuit 10 determines that the returnable product without a promotion cannot be returned as a response to the returnable product, the processing circuit 10 outputs a response notification regarding the non-returnability of the returnable product without a promotion.When the processing circuit 10 determines that the returnable product with a promotion cannot be returned as a response to the returnable product, the processing circuit 10 outputs a response notification regarding the non-returnability of the returnable product with a promotion.

[0095] The processing circuit 20 of the user terminal 2 acquires the response notification (ACT26). In ACT26, for example, the processing circuit 20 acquires the response notification from the server 1 via the network NW. Based on the response notification, the processing circuit 20 causes the display device 24 to display a message indicating the response to the returned product. The target user can check the response to the returned product without going to the target store.

[0096] The processing circuit 30 of the store terminal 3 acquires the handling notification (ACT32). In ACT32, for example, the processing circuit 30 acquires the handling notification from the server 1 via the network NW. Based on the handling notification, the processing circuit 30 causes the display device 34 to display a message indicating the handling of the returned product. The staff of the target store can confirm the final handling of the returned product without dealing with the return of the target user.

[0097] If the response to the returned product is that the returned product can be returned, the target user carries out a shipping procedure for the returned product as a return procedure in order to return the returned product.

[0098] An example of the second determination process in ACT8 will be described. FIG. 6 is a flowchart showing an example of the second determination process by the processing circuit 10 of the server 1.

[0099] The processing circuit 10 determines whether the package of the returned product is unopened (ACT80). If the package of the returned product is unopened (ACT80, YES), the process transitions from ACT80 to ACT81. The processing circuit 10 determines that the returned product can be returned with a full refund or exchange (ACT81).

[0100] If the package of the return item is not unopened (ACT80, NO), the process transitions from ACT80 to ACT82. The processing circuit 10 determines whether the consumption condition of the return item satisfies the consumption condition (ACT82). The consumption condition is a condition for dividing the response to the return item into either returnable or non-returnable depending on the consumption condition of the return item. For example, the consumption condition is that the level of the consumption condition of the return item is equal to or lower than the reference level of the consumption condition. The reference level of the consumption condition is a level determined from a plurality of stages of the consumption condition. The reference level of the consumption condition can be set appropriately. If the level of the consumption condition of the return item is equal to or lower than the reference level of the consumption condition, the consumption condition of the return item satisfies the consumption condition. In this case, the degree of consumption of the return item is low. On the other hand, if the level of the consumption condition of the return item is not equal to or lower than the reference level of the consumption condition, the consumption condition of the return item does not satisfy the consumption condition. In this case, the degree of consumption of the return item is high.

[0101] The wear condition is not limited to the condition using the level as described above. The wear condition may be that the wear state of the returned product is not a specific state. If the wear state of the returned product is not a specific state, the wear state of the returned product satisfies the wear condition. On the other hand, if the wear state of the returned product is a specific state, the wear state of the returned product does not satisfy the wear condition. The specific state is a state of high wear. For example, the specific state is a state with a hole, a tear, a stain, etc., but is not limited to these. The specific state may be a state in which a lower limit value of the size of the hole, tear, stain, etc. is specified.

[0102] If the consumption state of the returned product satisfies the consumption condition (ACT82, YES), the process transitions from ACT82 to ACT83. The processing circuit 10 determines that the returned product can be returned with a partial refund (ACT83).

[0103] When the processing circuit 10 determines that the return of the returned product is allowed with a partial refund, the processing circuit 10 determines the amount of the partial refund (ACT84). The processing circuit 10 may determine the amount of the refund to be a set percentage of the cost paid for the returned product.

[0104] The processing circuit 10 may determine the refund amount of the partial refund based on the transaction history of the target user. In this example, the processing circuit 10 may determine the refund amount of the partial refund to be larger as the transaction amount included in the transaction history becomes higher. The processing circuit 10 may determine the refund amount of the partial refund to be larger as the transaction frequency included in the transaction history becomes higher. The processing circuit 10 may determine the refund amount of the partial refund to be larger as the latest transaction date included in the transaction history becomes closer to the present. The server 1 can treat good customers of the target store preferentially by referring to the transaction history of the target user. By treating good customers of the target store preferentially, the server 1 can maintain relationships with good customers and increase the possibility that good customers will continue to use the target store.

[0105] The processing circuit 10 may determine the amount of partial refund based on the return history of the target user. In this example, the processing circuit 10 may determine the amount of partial refund to be smaller as the return frequency based on the return history increases. The return frequency is the frequency of returns. The return frequency may be the number of returns per certain number of days. The length of the certain number of days can be set appropriately. For example, the return frequency can be obtained based on the return date for each return included in the return history. The return frequency may be obtained based on data within a certain period included in the return history, or may be obtained based on data included in the return history without limiting the period. The length of the certain period can be set appropriately. The server 1 can differentiate the amount of refund between good customers and bad customers for the target store by referring to the return history of the target user.

[0106] The processing circuit 10 may determine the amount of partial refund based on the complaint history of the target user. In this example, the processing circuit 10 may determine the amount of partial refund to be smaller as the complaint frequency based on the complaint history becomes higher. The complaint frequency is the frequency of complaints. The complaint frequency may be the number of complaints per certain number of days. The length of the certain number of days can be set appropriately. For example, the complaint frequency can be obtained based on the date of each complaint included in the complaint history. The complaint frequency may be obtained based on data within a certain period included in the complaint history, or may be obtained based on data included in the complaint history without limiting the period. The length of the certain period can be set appropriately. The server 1 can differentiate the amount of refund between good customers and bad customers for the target store by referring to the complaint history of the target user.

[0107] If the consumption state of the returned product does not satisfy the consumption condition (ACT82, NO), the process transitions from ACT82 to ACT85. The processing circuit 10 determines that the returned product cannot be returned as a measure for dealing with the returned product (ACT85). When the processing circuit 10 determines that the returned product cannot be returned as a measure for dealing with the returned product, it determines that the returned product without a promotion cannot be returned or that the returned product with a promotion cannot be returned, as in ACT87 or ACT88.

[0108] The processing circuit 10 determines whether or not to promote the target user (ACT 86). An example of the promotion determination process in ACT 86 will be described later.

[0109] If the promotion is not to be performed for the target user (ACT86, NO), the process transitions from ACT86 to ACT87. As a measure for the returned product, the processing circuit 10 determines that the returned product not accompanied by the promotion cannot be returned (ACT87).

[0110] If the promotion is to be performed for the target user (ACT86, YES), the process transitions from ACT86 to ACT88. The processing circuit 10 determines that the promotion-related return target product cannot be returned as a measure for the return target product (ACT88).

[0111] In addition, the processing circuit 10 uses both the returnable mode with full refund or exchange as in ACT81 and the returnable mode with partial refund as in ACT83 as the returnable mode of the returnable product, but is not limited thereto. The processing circuit 10 may use only the returnable mode with full refund or exchange as the returnable mode of the returnable product. The processing circuit 10 may use only the returnable mode with partial refund as the returnable mode of the returnable product.

[0112] An example of the promotion determination process in ACT86 mentioned above will be described. FIG. 7 is a flowchart showing an example of a promotion determination process performed by the processing circuit 10 of the server 1. As shown in FIG.

[0113] The processing circuit 10 acquires the user data of the target user from the user data storage area 123 (ACT861).

[0114] The processing circuit 10 determines whether the target user's behavior based on the user data of the target user satisfies the promotion condition (ACT862). The target user's behavior is a history of the target user's behavior regarding transactions with the target store or a store operated by the target business. For example, the behavior may be, but is not limited to, a transaction, a return, a complaint, etc.

[0115] In ACT862, 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 determine the behavior of the target user by determining the level of the behavior of the target user from a plurality of levels of users. The level of the user corresponds to the level of a good customer. Here, it is assumed that the higher the level of the user, the higher the degree of good customer. Good customers are suitable targets for promotion. The level of the behavior of the target user changes according to the behavior of the target user.

[0116] The promotion condition is a condition for allocating whether or not to promote to the target user depending on the target user's behavior. For example, the promotion condition is that the level of the target user's behavior is equal to or higher than the user's reference level. The user's reference level is a level determined from a plurality of levels of users. The user's reference level can be set as appropriate. If the level of the target user's behavior is equal to or higher than the user's reference level, the target user's behavior satisfies the promotion condition. In this case, the target user is highly likely to be a good customer. On the other hand, if the level of the target user's behavior is not equal to or higher than the user's reference level, the target user's behavior does not satisfy the promotion condition. In this case, the target user is low likely to be a good customer.

[0117] The processing circuit 10 may determine the level of the target user's behavior based on the transaction history of the target user included in the user data of the target user. In this example, the processing circuit 10 may increase the level of the target user's behavior as the transaction amount included in the transaction history increases. The processing circuit 10 may increase the level of the target user's behavior as the transaction frequency included in the transaction history increases. The processing circuit 10 may increase the level of the target user's behavior as the latest transaction date included in the transaction history becomes closer to the present.

[0118] Processing circuitry 10 may determine the level of the target user's behavior based on the target user's return history included in the user data of the target user. In this example, processing circuitry 10 may decrease the level of the target user's behavior as the return frequency based on the return history increases.

[0119] Processing circuitry 10 may determine the level of the target user's behavior based on the target user's complaint history included in the target user's user data. In this example, processing circuitry 10 may decrease the level of the target user's behavior as the complaint frequency based on the complaint history increases.

[0120] The promotion condition is not limited to the condition using the level as described above. The promotion condition may be that the target user's behavior corresponds to a specific behavior. If the target user's behavior corresponds to the specific behavior, the target user's behavior satisfies the promotion condition. On the other hand, if the target user's behavior does not correspond to the specific behavior, the target user's behavior does not satisfy the promotion condition. The specific behavior is behavior of a high degree of loyal customer. For example, the specific behavior is behavior regarding a transaction, behavior regarding a return, behavior regarding a complaint, etc., but is not limited to these. The transaction behavior may be a transaction amount such as a certain yen or more. The transaction behavior may be a transaction frequency such as a certain number of times or more. The transaction behavior may be the number of days from the latest transaction date to the present, such as less than a certain number of days. The return behavior may be the number of returns such as a certain number of times or less. The complaint behavior may be the number of complaints such as a certain number of times or less.

[0121] If the target user's behavior does not satisfy the promotion condition (ACT862, NO), the process transitions from ACT862 to ACT863. The processing circuit 10 determines not to perform promotion (ACT863). In this case, the processing circuit 10 determines that the return target product without promotion cannot be returned as a response to the return target product, as in ACT87.

[0122] If the target user's behavior satisfies the promotion condition (ACT862, YES), the process transitions from ACT862 to ACT864. The processing circuit 10 determines to perform promotion (ACT864). In this case, the processing circuit 10 determines that the return target product with the promotion cannot be returned as a response to the return target product, as in ACT88.

[0123] When the processing circuit 10 judges as in ACT864, it determines the content of the promotion (ACT865).

[0124] The processing circuit 10 may determine the content of the promotion based on the level of the target user's behavior. In this example, the processing circuit 10 may determine the content of the promotion to have a monetary value according to the level of the target user's behavior. The server 1 can determine the content of the promotion that gives preferential treatment to good customers of the target store by referring to the level of the target user's behavior.

[0125] The processing circuit 10 may determine the content of the promotion based on the attribute information of the target user. In this example, the processing circuit 10 may determine the content of the promotion according to the attributes of the target user. The server 1 can determine the content of the promotion that the target user is interested in by referring to the attribute information of the target user.

[0126] The processing circuitry 10 may determine the content of the promotion based on information of a response to a question inquiring about a desired promotion content. In this example, the processing circuitry 10 may determine the content of the promotion according to the response of the target user. The server 1 can determine the promotion content that is of interest to the target user by referring to the response information.

[0127] 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, as a measure for the return target product, that the return target product without promotion cannot be returned or the return target product with promotion cannot be returned based on the user data of the target user. The server 1 can support the promotion to the target store to the good customers by referring to the user data of the target user.

[0128] As described above, the processing circuit 10 can determine, based on the behavior of the target user, that the return target product is not returnable if the return target product does not involve a promotion, or is not returnable if the return target product involves a promotion, as a response to the return target product, by referring to the behavior of the target user. The server 1 can support promotion to good customers who behave favorably for the target store by referring to the behavior of the target user.

[0129] As described above, the processing circuit 10 can determine that a return target product without a promotion cannot be returned or that a return target product with a promotion cannot be returned as a response to the return target product based on the transaction history of the target user included in the user data of the target user. The server 1 can support the target store in promoting the product to good customers who have favorable transaction history by referring to the transaction history of the target user.

[0130] As described above, the processing circuit 10 can determine that a return target product without a promotion cannot be returned or that a return target product with a promotion cannot be returned as a measure against a return target product based on the return history of the target user included in the user data of the target user. The server 1 can change the necessity of a promotion depending on whether the customer is a good customer or not for the target store in terms of returns by referring to the return history of the target user.

[0131] As described above, the processing circuit 10 can determine that a return target product without a promotion cannot be returned or that a return target product with a promotion cannot be returned 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. The server 1 can change the necessity of promotion depending on whether the customer is a good customer for the target store from the viewpoint of complaints or not, by referring to the complaint history of the target user.

[0132] (Modification) In ACT8, the processing circuit 10 automatically determines how to handle the returned product according to its condition based on the image data of the returned product, but this is not limited to the above. The processing circuit 10 may determine how to handle the returned product according to its condition based on the image data of the returned product and 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 information on an answer to a question about the condition of the returned product from the user terminal 2, it outputs the information on the answer to the store terminal 3.

[0133] The processing circuit 30 of the store terminal 3 acquires image data of the returned product from the server 1 via the network NW. The processing circuit 30 acquires answer information from the server 1 via the network NW. The processing circuit 30 causes the display device 34 to display an image based on the image data of the returned product. The processing circuit 30 causes the display device 34 to display an answer to the question about the condition of the returned product based on the answer information. The store staff considers the condition of the returned product by referring to the display on the display device 34. The store staff can use the input device 35 to specify a response to the returned product according to the condition of the returned product. The processing circuit 30 outputs information indicating the specified response to the server 1 via the network NW based on the specification input by the store staff via the input device 35.

[0134] The processing circuit 10 of the server 1 acquires information indicating the designated action from the store terminal 3 via the network NW. The processing circuit 10 determines the action to be taken for the returned product according to the state of the returned product based on the information indicating the designated action.

[0135] The processing circuit 10 of the server 1 may output to the store terminal 3 reference information useful for the store staff to specify how to handle the returned product. For example, the reference information may be, but is not limited to, the target user's transaction history, return frequency, complaint frequency, attribute information, and answers to questions inquiring about the desired promotion content. 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 causes the display device 34 to display an image based on the reference information.

[0136] According to the embodiment, the server 1 can determine how to handle the returned product depending on the condition of the returned product based on the image data of the returned product. This allows the server 1 to 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 with reduced involvement of staff at the target store. In this way, the server 1 can support a simplified online return procedure.

[0137] [Other embodiments] A part or all of the multiple storage areas of the server 1 may be included in one electronic device other than the server 1. A part or all of the multiple storage areas of the server 1 may be distributed among multiple electronic devices other than the server 1.

[0138] The server 1 may be realized by one electronic device, or may be realized by a plurality of electronic devices with distributed functions.

[0139] The above-described embodiment may be applied to a method executed by the system. The above-described embodiment may be applied to a program capable of causing a computer of the system to execute each function. The above-described embodiment may be applied to a recording medium for storing the program.

[0140] Each of the one or more circuits constituting the processing circuit executes one or more processes among the multiple processes. When the processing circuit is composed of a single circuit, the single circuit executes all of the multiple processes. When the processing circuit is composed of multiple circuits, each of the multiple circuits executes a part of the multiple processes. The part of the multiple processes may be one of the multiple processes, or two or more of the multiple processes. When the processing circuit is composed of multiple circuits, the multiple circuits may be included in one device, or may be distributed across multiple devices.

[0141] The program may be transferred in a state where it is stored in the electronic device according to the embodiment, or in a state where it is not stored in the electronic device. In the latter case, the program may be transferred via a network, or in a state where it is recorded on a recording medium. The recording medium is a non-transitory tangible medium. The recording medium is a computer-readable medium. The recording medium may be in any form, such as a CD-ROM or a memory card, as long as it is capable of storing the program and is computer-readable.

[0142] Although some embodiments of the present invention have been described, these embodiments are presented as examples and are not intended to limit the scope of the invention. These novel embodiments can be implemented in various other forms, and various omissions, substitutions, and modifications can be made without departing from the spirit of the invention. These embodiments and their modifications are included in the scope and spirit of the invention, and are included in the scope of the invention and its equivalents described in the claims.

[0143] The above embodiment may be expressed as follows. (1) an acquisition unit for acquiring image data of a product to be returned by a user; A determination processing unit that determines how to handle the returned product according to a state of the returned product based on image data of the returned product; an output unit that outputs a notification regarding a response to the returned product to a terminal of the user; A return support system that includes: (2) the acquiring unit acquires data of details regarding a transaction of the returned product; The determination processing unit, when the transaction of the returned product indicated in the data of the details does not satisfy the conditions, determines that the returned product cannot be returned as a response to the returned product. The return support system described in (1). (3) when the transaction of the returned product indicated by the data of the details satisfies the condition, the determination processing unit determines a response to the returned product according to a state of the returned product; (2) A return support system. (4) The condition is that purchase data relating to the transaction of the returned product exists; A return support system according to (2) or (3). (5) the determination processing unit identifies each product related to the transaction of the returned product based on purchase data related to the transaction of the returned product; The determination processing unit identifies the return target product from among products related to the transaction of the return target product based on image data of the return target product. A return support system according to any one of (1) to (4). (6) the determination processing unit identifies each product related to the transaction of the returned product based on purchase data related to the transaction of the returned product; The output unit outputs information about each product related to the transaction of the returned product to a terminal of the user, The acquisition unit acquires information on a product selected as the return product from among the products related to the transaction of the return product from the user's terminal, The determination processing unit identifies the return target product from among products related to the transaction of the return target product based on information of the product selected as the return target product. A return support system according to any one of (1) to (4). (7) the output unit outputs information about a question regarding a state of the returned product to a terminal of the user; The acquisition unit acquires answer information to the question from the user's terminal, The determination processing unit determines a response to the return target product according to a state of the return target product based on the image data of the return target product and the response information. A return support system according to any one of (1) to (6). (8) The response to the returned product includes whether the returned product can be returned or not, The non-returnability of the returned product includes non-returnability of the returned product without a promotion and non-returnability of the returned product with a promotion. A return support system according to any one of (1) to (7). (9) When the determination processing unit determines that the return target product is non-returnable as a response to the return target product, the determination processing unit determines that the return target product is non-returnable without the promotion or non-returnable with the promotion as a response to the return target product based on the transaction history of the user. (8) A return support system as described above. (10) When the determination processing unit determines that the return target product is non-returnable as a response to the return target product, the determination processing unit determines that the return target product is non-returnable without the promotion or the return target product is non-returnable with the promotion based on the complaint history of the user. A return support system according to (8) or (9). (11) When the determination processing unit determines that the return target product is non-returnable as a response to the return target product, the determination processing unit determines that the return target product is non-returnable without the promotion or non-returnable with the promotion as a response to the return target product based on the return history of the user. A return support system according to any one of (8) to (10). (12) To a computer: A function for acquiring image data of a product to be returned by a user; A function of determining how to handle the returned product according to the condition of the returned product based on the image data of the returned product; A function of outputting a notification regarding a response to the returned product to a terminal of the user; A program that can execute the following. [Explanation of symbols]

[0144] 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...audio output device, 27...audio input device, 28...capturing device, 30...processing circuit, 31...main memory, 32...auxiliary storage device, 33...communication interface, 34...display device, 35...input device, 36...audio output device, 37...audio input device, 38...capturing device, 101...acquisition unit, 102...determination processing unit, 103...output unit, 121...purchase data storage area, 122...product master storage area, 123...user data storage area, NW...network, S...system.

Claims

1. An acquisition unit that acquires image data of a product to be returned by a user; A determination processing unit that determines how to handle the returned product according to a state of the returned product based on image data of the returned product; an output unit that outputs a notification regarding a response to the returned product to a terminal of the user; A return support system that includes:

2. The response to the returned product includes whether the returned product can be returned or not, The non-returnability of the returned product includes non-returnability of the returned product without a promotion and non-returnability of the returned product with a promotion. The return support system according to claim 1.

3. When the determination processing unit determines that the return target product is non-returnable as a response to the return target product, the determination processing unit determines that the return target product is non-returnable without the promotion or the return target product is non-returnable with the promotion as a response to the return target product based on the transaction history of the user. The return support system according to claim 2.

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

5. The acquisition unit acquires data on details regarding a transaction of the returned product, When there is no purchase data related to the transaction of the returned product indicated by the detail data, the determination processing unit determines that the returned product cannot be returned as a response to the returned product. The return support system according to claim 1.

6. On the computer, A function for acquiring image data of a product to be returned by a user; A function of determining how to handle the returned product according to the condition of the returned product based on the image data of the returned product; A function of outputting a notification regarding a response to the returned product to a terminal of the user; A program that can execute the following.

Images