Information processing device, method, and program

Abstract

In e-commerce, the aim is to improve customer loyalty among general consumers. [Solution] A program for execution on a computer having a processor and memory, the program causing the processor to perform the following steps: receiving input from an e-commerce business operator of purchase conditions in e-commerce and a return policy corresponding to the purchase conditions; setting the received purchase conditions and return policy in correspondence; comparing the customer's purchase information with the set purchase conditions when the customer purchases a product and selecting the corresponding return policy; presenting the selected return policy to the customer and applying the presented return policy to the customer's purchase of the product.

Description

TECHNICAL FIELD

[0001] The present disclosure relates to an information processing apparatus, method, and program. BACKGROUND ART

[0002] Patent Document 1 discloses that in Electronic Commerce (EC), when returning remaining articles in a warehouse to a supply destination, return policies are formulated based on the business scenarios and actual needs of the supply destination and / or the procurement source, in order to improve the return efficiency and return accuracy. PRIOR ART DOCUMENTS PATENT DOCUMENTS

[0003] PATENT DOCUMENT 1 Patent No. 6792099 SUMMARY OF THE INVENTION PROBLEMS TO BE SOLVED BY THE INVENTION

[0004] However, Patent Document 1 is not targeted at general consumers in EC, and cannot set return policies according to individual customers.

[0005] An object of the present disclosure is to improve customer loyalty targeting general consumers in EC. MEANS FOR SOLVING THE PROBLEMS

[0006] To solve the above problem, a program according to one aspect of the present disclosure is A program for causing a computer including a processor and a memory to execute, wherein the program causes the processor to a step of receiving, from an electronic commerce operator, inputs of purchase conditions in electronic commerce and return policies corresponding to the purchase conditions, A step of setting the aforementioned purchase conditions and return policy in correspondence with the input received, The steps include: when a customer purchases a product, comparing the customer's purchase information with the set purchase conditions and selecting the corresponding return policy; The steps include presenting the selected return policy to the customer and applying the presented return policy to the customer's purchase of the product, Make it run. [Effects of the Invention]

[0007] According to this disclosure, it is possible to improve customer loyalty targeting general consumers in e-commerce. [Brief explanation of the drawing]

[0008] [Figure 1] This is a block diagram showing an example of the overall configuration of System 1. [Figure 2] Figure 1 shows an example of the functional configuration of the e-commerce terminal 10. [Figure 3] Figure 1 shows an example of the functional configuration of server 20. [Figure 4] This diagram shows the data structure of the customer information table 2021. [Figure 5] This diagram shows the data structure of the product information table 2022. [Figure 6] This diagram shows the data structure of the Return Policy Table 2023. [Figure 7] This diagram shows the data structure of the purchase information table 2024. [Figure 8] This flowchart illustrates an example of how server 20 operates when setting a dynamic return policy for e-commerce product purchases. [Figure 9] This flowchart illustrates an example of how server 20 operates when a customer submits a return request for e-commerce. [Figure 10] This is a schematic diagram illustrating an example of the display screen of the display 141 of the e-commerce business terminal 10. [Figure 11]A block diagram showing the basic hardware configuration of Computer 90. [Modes for carrying out the invention]

[0009] The embodiments of this disclosure will be described below with reference to the drawings. In all the drawings illustrating the embodiments, common components are denoted by the same reference numerals, and repeated explanations are omitted. The following embodiments are not intended to unduly limit the content of this disclosure as described in the claims. Not all components shown in the embodiments are necessarily essential components of this disclosure. Also, each drawing is a schematic diagram and is not necessarily a strict illustration.

[0010] Furthermore, in the following description, "processor" refers to one or more processors. At least one processor is typically a microprocessor such as a CPU (Central Processing Unit), but may be another type of processor such as a GPU (Graphics Processing Unit). At least one processor may be single-core or multi-core.

[0011] Furthermore, at least one processor may be a broad-sense processor, such as a hardware circuit that performs some or all of the processing (e.g., an FPGA (Field-Programmable Gate Array) or an ASIC (Application Specific Integrated Circuit)).

[0012] Furthermore, in the following explanation, we may use expressions such as "xxx table" to describe information that yields an output for a given input. This information can be data with any structure, or it can be a learning model such as a neural network that generates an output for a given input. Therefore, "xxx table" can be referred to as "xxx information."

[0013] Furthermore, in the following description, the configuration of each table is an example, and one table may be divided into two or more tables, or all or part of two or more tables may be a single table.

[0014] Furthermore, in the following description, processes may be described with a program as the subject, but since the program executes specified processes by a processor while appropriately using a storage unit and / or an interface unit or the like, the subject of the processes may be the processor (or a device such as a controller comprising the processor).

[0015] The program may be installed in an apparatus such as a computer, or may be stored in, for example, a program distribution server or a computer-readable (e.g., non-transitory) recording medium. Furthermore, in the following description, two or more programs may be implemented as a single program, or one program may be implemented as two or more programs.

[0016] Furthermore, in the following description, identification numbers are used as identification information for various targets, but other types of identification information (e.g., identifiers including alphabetic characters and codes) other than identification numbers may be adopted.

[0017] Furthermore, in the following description, when describing elements of the same type without distinction, reference signs (or common signs among the reference signs) are used, and when describing elements of the same type with distinction, the identification numbers (or reference signs) of the elements may be used.

[0018] Furthermore, in the following description, control lines and information lines are those considered necessary for the explanation, and not all control lines and information lines are necessarily indicated in the actual product. All configurations may be mutually connected.

[0019] Each information processing device consists of a computer equipped with an arithmetic unit and a memory device. The basic hardware configuration of the computer and the basic functional configuration of the computer realized by that hardware configuration will be described later. For each of the server 20 and the e-commerce terminal 10, explanations that overlap with the basic hardware configuration and basic functional configuration of the computer described later will be omitted.

[0020] <Overview> The system according to this embodiment has the function of displaying different return policies to be applied to each purchase by a customer, such as a general consumer, when purchasing goods on an e-commerce site. The system receives input from the e-commerce business operator, including purchase conditions and the corresponding return policy. Purchase conditions include customer conditions, product conditions, or order conditions. The return policy includes information such as return approval and rejection, return deadline, return handling method, or return shipping method. The system sets the received purchase conditions and return policy in association. When a customer purchases a product, the system compares the customer's purchase information with the set purchase conditions and selects the corresponding return policy. The customer's purchase information includes the information corresponding to the purchase conditions. The system presents the selected return policy to the customer and applies the presented return policy to the customer's purchase. According to the system according to this embodiment, even when targeting general consumers on an e-commerce site, the return policy can be dynamically set for each purchase. In the following description, an example of the product being clothing will be explained, but this embodiment is not limited to this. For example, the product may be furniture, home appliances, etc.

[0021] <1 System Configuration Diagram> Figure 1 is a block diagram showing an example of the overall configuration of System 1. System 1 shown in Figure 1 includes, for example, an e-commerce business terminal 10, a server 20, and a customer terminal 30. The e-commerce business terminal 10, the server 20, and the customer terminal 30 communicate with each other via, for example, a network 80.

[0022] Figure 1 shows an example where System 1 includes one e-commerce terminal 10, but the number of e-commerce terminals 10 included in System 1 is not limited to one. System 1 may include two or more e-commerce terminals 10.

[0023] Figure 1 shows an example where System 1 includes one customer terminal 30, but the number of customer terminals 30 included in System 1 is not limited to one. System 1 may include two or more customer terminals 30.

[0024] In this embodiment, a collection of multiple devices may be treated as a single server. The method of allocating the multiple functions required to implement the server 20 according to this embodiment to one or more hardware can be appropriately determined in view of the processing capacity of each hardware and / or the specifications required for the server 20.

[0025] The e-commerce terminal 10 shown in Figure 1 is an information processing device operated by an e-commerce business that sells products through an e-commerce site and sets a return policy. The e-commerce terminal 10 receives input of purchase conditions and return policy from the e-commerce business and transmits the input information to the server 20. The e-commerce terminal 10 can be implemented as, for example, a stationary PC (Personal Computer), a laptop PC, etc. The e-commerce terminal 10 may also be implemented as a mobile device such as a smartphone or tablet.

[0026] The e-commerce terminal 10 includes a communication interface 12, an input device 13, an output device 14, memory 15, storage 16, and a processor 19. The input device 13 is a device for receiving input operations from the user (e.g., a touch panel, touchpad, mouse or other pointing device, keyboard, etc.). The output device 14 is a device for presenting information to the user (display, speaker, etc.).

[0027] Server 20 is an information processing device that provides a service for setting dynamic return policies for e-commerce product purchases. Server 20 receives input of purchase conditions and corresponding return policies from the e-commerce business terminal 10. Server 20 sets the received purchase conditions and return policies in correspondence. When a customer makes a product purchase, Server 20 compares the customer's purchase information with the set purchase conditions and selects the corresponding return policy. Server 20 presents the selected return policy to the customer and applies the presented return policy to the customer's product purchase.

[0028] The server 20 is an information processing device implemented by, for example, a computer connected to the network 80. As shown in Figure 1, the server 20 includes a communication IF 22, an I / O IF 23, memory 25, storage 26, and a processor 29. The I / O IF 23 functions as an interface to an input device for receiving input operations from e-commerce businesses and customers, and to an output device for outputting information to e-commerce businesses and customers.

[0029] The customer terminal 30 is, for example, an information processing device operated by a customer purchasing goods on an e-commerce site. The customer terminal 30 receives a product purchase operation from the customer and transmits information related to the product purchase to the server 20. When a product is purchased, the customer terminal 30 displays the return policy transmitted from the server 20. The customer terminal 30 can be implemented as, for example, a stationary PC (Personal Computer), a laptop PC, etc. The e-commerce business terminal 10 may be implemented as a mobile device such as a smartphone or tablet.

[0030] Each information processing device consists of a computer equipped with an arithmetic unit and a memory device. The basic hardware configuration of the computer and the basic functional configuration of the computer realized by said hardware configuration will be described later. For each of the EC business terminal 10, server 20, and customer terminal 30, explanations that overlap with the basic hardware configuration and basic functional configuration of the computer described later will be omitted.

[0031] <1.1 Functional Configuration of EC Business Terminals> Figure 2 shows an example of the functional configuration of the e-commerce terminal 10 shown in Figure 1. As shown in Figure 2, the e-commerce terminal 10 includes a communication unit 120, an input device 13, an output device 14, an audio processing unit 17, a microphone 171, a speaker 172, a storage unit 180, and a control unit 190. Each block included in the e-commerce terminal 10 is electrically connected, for example, by a bus.

[0032] The communication unit 120 performs processing such as modulation and demodulation processing for the e-commerce terminal 10 to communicate with other devices. The communication unit 120 performs transmission processing on the signal generated by the control unit 190 and sends it to an external source (for example, the server 20). The communication unit 120 performs reception processing on the signal received from an external source and outputs it to the control unit 190.

[0033] The input device 13 is a device for an e-commerce operator to input instructions or information when operating the e-commerce terminal 10. The input device 13 can be implemented, for example, by a touch-sensitive device 131 on which instructions are input by touching the operating surface. If the e-commerce terminal 10 is a PC, the input device 13 may be implemented by a reader, keyboard, mouse, etc. The input device 13 converts the instructions input from the e-commerce operator into electrical signals and outputs the electrical signals to the control unit 190. The input device 13 may also include, for example, a receiving port that accepts electrical signals input from an external input device.

[0034] The output device 14 is a device for presenting information to the e-commerce operator operating the e-commerce terminal 10. The output device 14 is implemented, for example, by a display 141. The display 141 displays data according to the control of the control unit 190. The display 141 is implemented, for example, by an LCD (Liquid Crystal Display) or an organic EL (Electro-Luminescence) display.

[0035] The audio processing unit 17 performs, for example, digital-to-analog conversion processing of the audio signal. The audio processing unit 17 converts the signal received from the microphone 171 into a digital signal and provides the converted signal to the control unit 190. The audio processing unit 17 also provides the audio signal to the speaker 172. The audio processing unit 17 is implemented, for example, by an audio processing processor. The microphone 171 receives an audio input and provides the audio signal corresponding to that audio input to the audio processing unit 17. The speaker 172 converts the audio signal received from the audio processing unit 17 into audio and outputs the audio to the outside of the EC business terminal 10.

[0036] The storage unit 180 is implemented by, for example, memory 15 and storage 16, and stores data and programs used by the e-commerce terminal 10. The storage unit 180 stores, for example, customer information 181.

[0037] Customer information 181 includes, for example, information about customers who use an e-commerce site operated by an e-commerce business. Customer information includes, for example, the customer's name, age, gender, date of birth, address, number of purchases made on the e-commerce site, number of returns made, and membership rank.

[0038] The control unit 190 is realized when the processor 19 reads a program stored in the memory unit 180 and executes instructions contained in the program. The control unit 190 controls the operation of the e-commerce terminal 10. By operating according to the program, the control unit 190 performs the functions of an operation reception unit 191, a transmission / reception unit 192, and a presentation control unit 193.

[0039] The operation reception unit 191 processes instructions or information input from the input device 13. Specifically, for example, the operation reception unit 191 receives instructions or information input from a touch-sensitive device 131 or the like.

[0040] Furthermore, the operation reception unit 191 receives voice instructions input from the microphone 171. Specifically, for example, the operation reception unit 191 receives voice signals input from the microphone 171 and converted into digital signals by the voice processing unit 17. The operation reception unit 191 obtains instructions from the e-commerce business operator by, for example, analyzing the received voice signals and extracting predetermined nouns.

[0041] The transmitting / receiving unit 192 performs processing to enable the e-commerce business terminal 10 to send and receive data with external devices such as the server 20 in accordance with a communication protocol. Specifically, for example, the transmitting / receiving unit 192 sends information input from the e-commerce business or instructions from the e-commerce business to the server 20. The transmitting / receiving unit 192 also receives information provided by the server 20.

[0042] The presentation control unit 193 controls the output device 14 in order to present information provided by the server 20 to the e-commerce business operator. Specifically, for example, the presentation control unit 193 displays request instructions and various requests received from the server 20 on the display 141. The presentation control unit 193 also outputs the information sent from the server 20 through the speaker 172.

[0043] <1.2 Functional Configuration of the Server> Figure 3 shows an example of the functional configuration of the server 20 shown in Figure 1. As shown in Figure 3, the server 20 functions as a communication unit 201, a storage unit 202, and a control unit 203.

[0044] The communications unit 201 performs processing to enable the server 20 to communicate with external devices.

[0045] The storage unit 202 includes, for example, a customer information table 2021, a product information table 2022, a return policy table 2023, and a purchase information table 2024. The tables stored in the storage unit 202 are not limited to these.

[0046] The customer information table 2021 is a table that stores information about customers. Details will be described later. The customer information table 2021 may be linked, for example, with the customer information in the storage unit 180 of the e-commerce terminal 10.

[0047] Product Information Table 2022 is a table that stores information about products. Further details will be provided later.

[0048] The Return Policy Table 2023 is a table that stores information about the return policy. Further details will be provided later.

[0049] The Purchase Information Table 2024 is a table that stores information about products purchased by customers. Further details will be provided later.

[0050] The control unit 203 is realized when the processor 29 reads a program stored in the memory unit 202 and executes instructions contained in the program. The program includes applications such as web browser applications. The program includes interpreter-type programming languages ​​such as JavaScript® that are executed on the web browser application stored in the e-commerce terminal 10. By operating according to the program, the control unit 203 performs the functions indicated as the receive control module 2031, the transmit control module 2032, the service processing module 2033, and the presentation control module 2034.

[0051] The receive control module 2031 controls the process by which the server 20 receives signals from an external device according to a communication protocol. The transmit control module 2032 controls the process by which the server 20 transmits signals to an external device according to a communication protocol. The service processing module 2033 sets the return policy according to the e-commerce operator's actions. The service processing module 2033 also presents and applies the return policy according to the customer's actions. The presentation control module 2034 controls the process of presenting information to the customer and the e-commerce operator.

[0052] Specifically, the service processing module 2033 receives input from the e-commerce business operator, for example, via the receiving control module 2031, regarding the purchase conditions for e-commerce and the return policy corresponding to those purchase conditions. Purchase conditions refer to various conditions related to the customer, product, or timing when purchasing a product on the e-commerce site provided by the e-commerce business operator, or other various conditions. In this embodiment, the purchase conditions include, for example, at least one of customer conditions, product conditions, and order conditions.

[0053] Customer conditions include, for example, the number of purchases, returns, or membership rank of the customer on the target e-commerce site. The number of purchases may be, for example, the total number of times the customer has made purchases on the target e-commerce site in the past, or the number of times they have made purchases within a specified period in the past. The number of returns may be, for example, the total number of times the customer has made returns on the target e-commerce site in the past, or the number of times they have made returns within a specified period in the past. The membership rank may be, for example, the current membership rank, or the highest membership rank the customer has ever achieved. In addition, customer conditions may include customer tags. Customer tags include, for example, customer-specific information that can be set arbitrarily, such as the customer's address (foreign country or remote island).

[0054] Product conditions include, for example, the product category, type, stock quantity (including SKU), selling price, or product discount. Product categories may be set based on, for example, function or nature. Categories may include, for example, tops, bottoms, outerwear, etc., if the product is clothing. Types may include, for example, new or used, or regular or sale items. Stock quantity includes, for example, the number of items in stock. Selling price is the price of the product being purchased and may include the regular price or sale price. Product discounts may include, for example, the discount amount or discount rate from the regular price depending on the product. Product conditions may also include product tags. Product tags include, for example, optional product-specific information such as limited edition, pre-order, seasonal, or non-returnable items.

[0055] Order conditions include, for example, the order date, shipping date, order quantity, total order amount, order discount, or payment method. The order date may include, for example, the date the order was placed. The order date may also include, for example, the time of order (e.g., including time sales). The shipping date may include, for example, the date the e-commerce business ships the goods. The shipping date may also include, for example, the delivery date to the customer. The order quantity includes, for example, the number of items ordered. The total order amount includes, for example, the total amount of the order. The order discount may include, for example, the discount amount or discount rate from the regular price for the order. The order discount may be, for example, points earned by the customer. The payment method includes, for example, cash payment or online payment. The order conditions may also include order tags. Order tags include, for example, arbitrarily set order-specific information.

[0056] A return policy is a set of rules or guidelines set by an e-commerce business that define the conditions or procedures for customers to return purchased goods or services. In this embodiment, the return policy includes information such as, for example, approval and rejection of returns, return deadline, return handling method (exchange, refund, or repair, etc.), and return method (delivery company, shipping cost). The delivery company for the return method may be a pre-set delivery company or a delivery company set arbitrarily. The shipping cost for the return method may include, for example, the customer's responsibility or the e-commerce business's responsibility.

[0057] The service processing module 2033, for example, sets up a correspondence between the input purchase conditions and the return policy and stores it in the return policy table 2023. For example, when a customer purchases a product, the service processing module 2033 compares the customer's purchase information with the set purchase conditions and selects the corresponding return policy. The customer's purchase information is the information corresponding to the purchase conditions. That is, the customer's purchase information includes, for example, customer information, product information, or order information. The service processing module 2033 presents the selected return policy to the customer, for example, via the presentation control module 2034. The service processing module 2033 also applies the presented return policy to the customer's product purchase.

[0058] Service processing module 2033 may set preferential return conditions for customers, for example, if the number of purchases exceeds a certain number, the number of returns is less than or equal to a certain number, or the member rank is above a certain rank. Member rank may be set by the number of purchases or the total purchase amount, etc. Service processing module 2033 may also set preferential return conditions for products, for example, if the product belongs to a certain category, is of a certain type, is sold in a certain quantity or more, is sold at a certain price or higher, or is not discounted. Service processing module 2033 may also set preferential return conditions for products, for example, if the order date or shipping date of the product is outside of a certain period (e.g., a sale period). Preferential return conditions include, for example, approving returns, having a long return period, being refundable, or the e-commerce business bearing the shipping costs.

[0059] <2 Data Structure> Figures 4 to 7 show the data structure of tables stored by server 20. Note that Figures 4 to 7 are examples and do not exclude data not shown. Furthermore, even data listed in the same table may be stored in separate memory areas within the storage unit 202.

[0060] Figure 4 shows the data structure of the customer information table 2021. The customer information table 2021 shown in Figure 4 is a table that uses customer ID as the key and has columns such as name, number of purchases, number of returns, and membership rank.

[0061] The Customer ID field stores an identifier to uniquely identify the customer. The Name field stores the customer's name. The Purchase Count field stores the number of times the customer has made purchases on the target e-commerce site. The Return Count field stores the number of times the customer has returned items on the target e-commerce site. The Membership Rank field stores the customer's rank on the target e-commerce site.

[0062] Figure 5 shows the data structure of the product information table 2022. The product information table 2022 shown in Figure 5 is a table that uses product ID as the key and has columns such as product name, image, category, type, and price.

[0063] The Product ID is an item that stores an identifier to uniquely identify a product. The Product Name is an item that stores the name of the product. The Image is an item that stores an image of the product. The Category is an item that stores the category of the product based on its function or characteristics. The Type is an item that stores the type of product, such as new or used. The Price is an item that stores the price of the product. The Price may include the regular price or sale price (product discount), etc.

[0064] Figure 6 shows the data structure of the return policy table 2023. The return policy table 2023 shown in Figure 6 is a table that has columns such as customer conditions, product conditions, order conditions, and details, with the return policy ID as the key.

[0065] The Return Policy ID is an item that stores an identifier to uniquely identify the return policy. The Customer Conditions is an item that stores the customer conditions corresponding to the return policy. The "Customer Conditions" item includes, for example, the number of purchases, number of returns, or membership rank of the customer on the target e-commerce site. The Product Conditions is an item that stores the product conditions corresponding to the return policy. The "Product Conditions" item includes, for example, the product category, type (new or used, etc.), inventory quantity, selling price, or product discount. The Order Conditions is an item that stores the order conditions corresponding to the return policy. The "Order Conditions" item includes, for example, the order date, shipping date, order quantity, total order amount, order discount, or payment method. The Content is an item that stores the content of the return policy. The "Content" item includes, for example, information such as approval and rejection of product returns, return deadline, return handling method, or return shipping method.

[0066] Figure 7 shows the data structure of the purchase information table 2024. The purchase information table 2024 shown in Figure 7 is a table that uses the purchase ID (order number) as the key and has columns such as customer ID, product ID, order information, and return policy ID.

[0067] The purchase ID is an item that stores an identifier to uniquely identify the purchased item.

[0068] The Customer ID is an item that stores an identifier to uniquely identify a customer making a purchase. The "Customer ID" item is uniquely determined based on the "Purchase ID" item. Furthermore, the "Customer ID" item corresponds to the "Customer ID" item in Customer Information Table 2021.

[0069] The Product ID is an item that stores an identifier to uniquely identify the purchased product. The "Product ID" item is uniquely determined according to the "Purchase ID" item. Furthermore, the "Product ID" item corresponds to the "Product ID" item in the Product Information Table 2022.

[0070] The "Order Information" field is used to store order details related to the purchased items. The "Order Information" field may store the order date, shipping date, quantity ordered, total order amount, order discount, or payment method.

[0071] The Return Policy ID is an item that stores an identifier to uniquely identify a return policy. The "Return Policy ID" item is uniquely determined based on the "Purchase ID" item. Furthermore, the "Return Policy ID" item corresponds to the "Return Policy ID" item in the Return Policy Table 2023.

[0072] <3-1 Return Policy Setting Operation> This document describes the operation of server 20, which sets dynamic return policies when purchasing products on e-commerce sites.

[0073] Figure 8 is a flowchart illustrating an example of the operation of server 20, which sets a dynamic return policy when purchasing products on e-commerce. In the explanation of Figure 8, server 20 provides the service that applies the dynamic return policy as SaaS (Software as a Service).

[0074] First, a user (e-commerce business) who wants to set up a dynamic return policy accesses server 20. The user logs in to the dynamic return policy setting service provided by server 20 by entering their user ID and password, for example, using the e-commerce business terminal 10.

[0075] In step S11, the server 20 receives input of purchase conditions and return policy from the e-commerce business operator. Specifically, the service processing module 2033, for example, via the presentation control module 2034, displays an input screen for the purchase conditions and the corresponding return policy on the display 141 of the e-commerce business operator terminal 10. The e-commerce business operator operates the e-commerce business operator terminal 10 and inputs the purchase conditions and return policy. The e-commerce business operator may, for example, select the purchase conditions and return policy from several displayed options. The transmitting / receiving unit 192 transmits the input information of the purchase conditions and return policy from the e-commerce business operator to the server 20. The receiving control module 2031 receives the input information of the purchase conditions and return policy transmitted from the e-commerce business operator terminal 10. As a result, the server 20 accepts the input of the purchase conditions and return policy from the e-commerce business operator.

[0076] In step S12, the server 20 sets the accepted purchase conditions and return policy in association. Specifically, the service processing module 2033 stores the accepted purchase conditions and return policy in association in the return policy table 2023. That is, the service processing module 2033 updates and stores the items "customer conditions," "product conditions," "order conditions," and "content" in the return policy table 2023. In this case, the item "content" includes, for example, approval and rejection of product returns, return deadline, return handling method, or return shipping method, but each content may be set to multiple values ​​that can be selected based on the purchase information.

[0077] In step S13, the server 20 compares the customer's purchase information with the configured purchase conditions when a customer purchases a product. Specifically, the service processing module 2033 retrieves the customer's purchase information. The customer's purchase information is information corresponding to the configured purchase conditions. The service processing module 2033 reads the customer information of the customer who purchased the product from the customer information table 2021 as purchase information. The service processing module 2033 also reads the product information of the purchased product from the product information table 2022 as purchase information. The product information may be stored in the product information table 2022 in advance, or it may be obtained by synchronizing with the EC business server when a product is purchased. Obtaining it when a product is purchased can reduce synchronization costs. The service processing module 2033 retrieves order information as purchase information. The service processing module 2033 compares the retrieved customer information, product information, and order information with the customer conditions, product conditions, and order conditions in the return policy table 2023.

[0078] In step S14, the server 20 selects a return policy, for example. Specifically, the service processing module 2033 selects a corresponding return policy based on the results of comparing the acquired customer information, product information, and order information with the customer conditions, product conditions, and order conditions in the return policy table 2023.

[0079] In step S15, the server 20 presents the selected return policy to the customer. Specifically, the service processing module 2033, for example, via the presentation control module 2034, displays the selected return policy, i.e., the return policy corresponding to the customer's purchase, on the display of the customer terminal 30.

[0080] In step S16, the server 20 applies the presented return policy. Specifically, the service processing module 2033 applies the appropriate return policy to the customer's product purchase. For example, the service processing module 2033 stores the selected return policy in the purchase information table 2024, corresponding to the purchase information.

[0081] <3-2 Application of Return Policy> This document describes the operation of server 20, which applies a dynamic return policy when an e-commerce return request is submitted.

[0082] Figure 9 is a flowchart illustrating an example of the operation of server 20 when a return request is made for e-commerce. Note that the following flowchart is just one example and may be modified as appropriate depending on the purchase information (customer information, product information, or order information).

[0083] First, a customer who wishes to request a return of a purchased item accesses server 20. The customer logs in to the dynamic return policy application service provided by server 20 by entering their customer ID and password, for example, on their customer terminal 30.

[0084] In step S21, the server 20 receives a return request from the customer. Specifically, the service processing module 2033, for example, via the display control module 2034, displays a screen on the customer terminal 30's display that accepts return requests. The customer makes a return request by operating the customer terminal 30 and entering the order number, etc. The transmitting / receiving unit of the customer terminal 30 sends the customer's return request to the server 20. The receiving control module 2031 receives the return request sent from the customer terminal 30. As a result, the server 20 accepts the customer's return request.

[0085] In step S22, the server 20 determines whether the customer's return request is within the return deadline. Specifically, the service processing module 2033 obtains the corresponding return policy ID from the purchase information table 2024 based on the order number (customer ID) entered by the customer. The service processing module 2033 obtains the content corresponding to the obtained return policy from the return policy table 2023. The service processing module 2033 obtains the return deadline information included in the content. The return deadline may be calculated from the order date or shipping date (delivery date) of the product. The service processing module 2033 compares the date of the customer's return request with the obtained return deadline to determine whether the return request is within the return deadline.

[0086] If the customer's return request in step S22 has expired (resulting in NO in step S22), server 20 determines that the return is not possible and terminates the return policy application process.

[0087] If, in step S22, the customer's return request is within the return period (if the answer to step S22 is YES), then in step S23, the server 20 receives questions and answers from the customer. Specifically, the service processing module 2033, for example, via the presentation control module 2034, displays a screen on the customer terminal 30's display that accepts questions and answers regarding the return. The questions include, for example, questions regarding the reason for the return and the condition of the product. The customer operates the customer terminal 30 and answers the questions. The transmitting / receiving unit of the customer terminal 30 sends the questions and answers from the customer to the server 20. The receiving control module 2031 receives the questions and answers sent from the customer terminal 30. As a result, the server 20 accepts the questions and answers from the customer.

[0088] In step S24, the server 20 receives the customer's selection of a return handling method. Specifically, the service processing module 2033, for example, via the presentation control module 2034, displays a screen on the customer terminal 30's display that accepts the customer's selection of a return handling method. The return handling methods include, for example, exchange, refund, or repair. The customer operates the customer terminal 30 and selects a return handling method from exchange, refund, or repair. The transmitting / receiving unit of the customer terminal 30 transmits the customer's selection of a return handling method to the server 20. The receiving control module 2031 receives the selection of a return handling method transmitted from the customer terminal 30. As a result, the server 20 accepts the customer's selection of a return handling method.

[0089] In step S25, the server 20 determines whether to approve the customer's return. Specifically, the service processing module 2033 initiates the determination, for example, when the customer presses the "Start Return Request" button displayed on the customer terminal 30. The service processing module 2033 determines, for example, whether the selected return handling method is appropriate based on the purchase information and the answers to the questions. If the selected return handling method is appropriate, the service processing module 2033 approves the customer's return. On the other hand, if the selected return handling method is inappropriate, the service processing module 2033 rejects the customer's return. In this case, the service processing module 2033 may automatically approve or reject based on the information. Alternatively, the service processing module 2033 may postpone the approval or rejection.

[0090] If the return request is rejected in step S25 (if the answer to step S25 is NO), server 20 rejects the return and terminates the return policy application process.

[0091] If the return request is approved in step S25 (if the answer to step S25 is YES), in step S26, the server 20 accepts the customer's selection of the return method. Specifically, the service processing module 2033, for example, via the presentation control module 2034, displays a screen on the customer terminal 30's display that accepts the selection of the return method. As a return method, the customer may be prompted to select, for example, a pre-configured shipping company or an arbitrarily configured shipping company. The customer operates the customer terminal 30 and selects the return method. The transmitting / receiving unit of the customer terminal 30 transmits the customer's selection of the return method to the server 20. The receiving control module 2031 receives the selection of the return method transmitted from the customer terminal 30. As a result, the server 20 accepts the customer's selection of the return method. At this time, the service processing module 2033 may, for example, automatically set who is responsible for shipping costs and the return destination.

[0092] In step S27, the server 20 performs a refund calculation. Specifically, the service processing module 2033 calculates the refund amount for a return, for example, if the return method is a refund. The refund amount is calculated based on, for example, the total order amount, the selling price of the product, shipping costs, product discounts, and order discounts.

[0093] <4 Screen Examples> Figure 10 is a schematic diagram showing an example of the display screen of the display 141 of the e-commerce terminal 10. Figure 10 shows, for example, the input screen (editing screen) for purchase conditions and return policy in step S11 shown in Figure 8. The screen shown in Figure 9 includes the first area 1411, the second area 1412, and the third area 1413.

[0094] The first area 1411 is, for example, the area where the return policy name is displayed. Here, the return policy for apparel products is displayed. The e-commerce business can, for example, select a default return policy name from several options. When the e-commerce business selects a return policy name, the corresponding default purchase conditions in the second area 1412 and the contents of the third area 1413 may be displayed.

[0095] Area 2 1412 is, for example, an area where purchase conditions corresponding to the return policy are displayed. Purchase conditions include, for example, customer conditions, product conditions, and order conditions. The purchase conditions in Area 2 1412 are displayed by default, for example, but may be editable by the e-commerce business as needed.

[0096] Area 3, 1413, is, for example, an area where the contents of the return policy are displayed. The contents include, for example, return approval or rejection, return deadline, return handling method, and who is responsible for return shipping costs. The contents of Area 3, 1413 are displayed by default, for example, but may be edited as appropriate by the e-commerce business operator.

[0097] <5 Summary> As described above, the server 20 of this embodiment receives input from the e-commerce business operator of purchase conditions in e-commerce and a return policy corresponding to those purchase conditions. The server 20 sets the received purchase conditions and return policy in association. When a customer purchases a product, the server 20 compares the customer's purchase information with the set purchase conditions and selects the corresponding return policy. The server 20 presents the selected return policy to the customer and applies the presented return policy to the customer's purchase. This makes it possible to dynamically set a return policy based on the customer's purchase information in e-commerce, thereby improving customer loyalty targeting general consumers.

[0098] Furthermore, in this embodiment, the purchase conditions include at least one of the following conditions: customer conditions, product conditions, and order conditions. This allows for setting a return policy as a purchase condition for goods in e-commerce, depending on at least one of the following conditions: customer conditions, product conditions, and order conditions.

[0099] Furthermore, in this embodiment, the customer conditions include at least one of the customer's purchase frequency, return frequency, and membership rank. This allows for setting a return policy based on at least one of the customer conditions (purchase frequency, return frequency, and membership rank), enabling the application of a more personalized return policy to customer attributes.

[0100] Furthermore, in this embodiment, the product conditions include at least one of the following conditions: product category, type, inventory quantity, selling price, and product discount. This allows for setting a return policy based on at least one of the following conditions: product category, type, inventory quantity, selling price, and product discount, enabling the application of a return policy that is more specific to the product attributes.

[0101] Furthermore, in this embodiment, the order conditions include at least one of the following conditions: order date, shipping date, order quantity, total order amount, order discount, and payment method. This allows for setting a return policy based on at least one of the order conditions (order date, shipping date, order quantity, total order amount, order discount, and payment method), enabling the application of a return policy more specific to the order attributes.

[0102] Furthermore, in this embodiment, customer purchase information includes information corresponding to the purchase conditions. This allows for easy establishment of a dynamic return policy by comparing the customer's purchase information with pre-set purchase conditions.

[0103] Furthermore, in this embodiment, the return policy includes at least one piece of information such as approval and rejection of product returns, return deadline, return handling method, and return shipping method. Since such a return policy can be set based on customer purchase information, it can contribute to improving customer loyalty among general consumers.

[0104] <6 Variations> In the above embodiment, the return policy was set based on one of the purchase conditions, but this embodiment is not limited to this. The service processing module 2033 may set the return policy by AND or OR conditions of each condition in the purchase conditions (customer conditions, product conditions, and order conditions), for example. Alternatively, the service processing module 2033 may set a priority for each condition in the purchase conditions and set the return policy based on the condition with the highest priority. Alternatively, the service processing module 2033 may score each condition in the purchase conditions and set the return policy based on the total score, for example.

[0105] Furthermore, while the above embodiment describes an example of how each function is provided in the EC business terminal 10, server 20, or customer terminal 30, it is not limited to this configuration, and the EC business terminal 10, server 20, or customer terminal 30 may be configured to provide some or all of the functions in a manner different from the above embodiment.

[0106] <7 Basic Computer Hardware Configuration> Figure 11 is a block diagram showing the basic hardware configuration of computer 90. Computer 90 includes at least a processor 91, main memory 92, auxiliary storage 93, and a communication interface 99. These are electrically connected to each other by a bus.

[0107] The processor 91 is hardware for executing the instruction set written in the program. The processor 91 consists of an arithmetic unit, registers, peripheral circuits, etc.

[0108] Main memory 92 is used to temporarily store programs and data processed by programs, etc. For example, it is a volatile memory such as DRAM (Dynamic Random Access Memory).

[0109] Auxiliary storage device 93 is a storage device for storing data and programs. Examples include flash memory, HDD (Hard Disc Drive), magneto-optical disk, CD-ROM, DVD-ROM, and semiconductor memory.

[0110] A communication IF99 is an interface for inputting and outputting signals for communication with other computers via a network using wired or wireless communication standards.

[0111] A network consists of various mobile communication systems, such as the internet, LANs, and wireless base stations. For example, a network includes 3G, 4G, and 5G mobile communication systems, LTE (Long Term Evolution), and wireless networks that can connect to the internet via designated access points (e.g., Wi-Fi®). When connecting wirelessly, communication protocols include, for example, Z-Wave®, ZigBee®, and Bluetooth®. When connecting via a wired connection, the network also includes connections made directly via USB (Universal Serial Bus) cables, etc.

[0112] Furthermore, by distributing all or part of each hardware configuration across multiple computers 90 and connecting them to each other via a network, a computer 90 can be virtually realized. Thus, the concept of computer 90 includes not only a computer 90 housed in a single enclosure or case, but also a virtualized computer system.

[0113] <8. Basic Functional Configuration of Computer 90> The functional configuration of the computer realized by the basic hardware configuration of the computer 90 shown in Figure 11 will be explained. The computer comprises at least one functional unit: a control unit, a memory unit, and a communication unit.

[0114] Furthermore, the functional units of computer 90 can also be realized by distributing all or part of each functional unit across multiple computers 90 interconnected via a network. The concept of computer 90 includes not only a single computer 90 but also a virtualized computer system.

[0115] The control unit is realized when the processor 91 reads various programs stored in the auxiliary storage device 93, loads them into the main memory device 92, and executes processing according to those programs. The control unit can realize various functional units that perform information processing depending on the type of program. In this way, the computer is realized as an information processing device that performs information processing.

[0116] The memory unit is implemented by a main memory 92 and an auxiliary memory 93. The memory unit stores data, various programs, and various databases. The processor 91 can also reserve memory areas corresponding to the memory unit in the main memory 92 or the auxiliary memory 93 according to the program. The control unit can also cause the processor 91 to perform operations such as adding, updating, and deleting data stored in the memory unit according to the various programs.

[0117] A database, specifically a relational database, is used to manage and link data sets called tables, which are structurally defined by rows and columns. In a database, tables are called tables, the columns of a table are called columns, and the rows of a table are called records. In a relational database, relationships can be established and linked between tables.

[0118] Typically, each table has a key column to uniquely identify records, but setting a key on a column is not mandatory. The control unit can instruct the processor 91 to add, delete, or update records in specific tables stored in the memory unit according to various programs.

[0119] The communication unit is implemented by the communication IF99. The communication unit implements the function of communicating with other computers 90 via the network. The communication unit can receive information transmitted from other computers 90 and input it to the control unit. The control unit can cause the processor 91 to perform information processing on the received information according to various programs. The communication unit can also transmit information output from the control unit to other computers 90.

[0120] Furthermore, each of the above-mentioned configurations, functions, processing units, processing means, etc., may be implemented in hardware, either partially or entirely, by designing them as integrated circuits, for example. The present invention can also be implemented by software program code that realizes the functions of the embodiment. In this case, a storage medium on which the program code is recorded is provided to a computer, and the processor of that computer reads the program code stored in the storage medium. In this case, the program code read from the storage medium itself realizes the functions of the embodiment described above, and the program code itself and the storage medium on which it is stored constitute the present invention. Examples of storage media used to supply such program code include flexible disks, CD-ROMs, DVD-ROMs, hard disks, SSDs, optical disks, magneto-optical disks, CD-Rs, magnetic tapes, non-volatile memory cards, ROMs, and the like.

[0121] Furthermore, the program code that implements the functions described in this embodiment can be implemented in a wide range of programming or scripting languages, such as assembler, C / C++, Perl, Shell, PHP, and Java (registered trademark).

[0122] Furthermore, the program code for the software that implements the functions of the embodiment may be distributed via a network and stored in a storage means such as a computer's hard disk or memory, or in a storage medium such as a CD-RW or CD-R, and the computer's processor may read and execute the program code stored in the storage means or storage medium.

[0123] The functions realized by the components described herein may be implemented in a circuit or processing circuitry, including general-purpose processors, application-specific processors, integrated circuits, ASICs (Application Specific Integrated Circuits), CPUs (a Central Processing Unit), conventional circuits, and / or combinations thereof, programmed to realize the functions described herein. A processor is considered to be a circuit or processing circuitry, including transistors and other circuits. A processor may be a programmed processor that executes a program stored in memory.

[0124] In this specification, circuitry, unit, and means are hardware programmed to perform or execute the functions described herein. Such hardware may be any hardware disclosed herein, or any hardware known to be programmed to perform or execute the functions described herein.

[0125] If the hardware is a processor that is considered to be a type of circuitry, then the circuitry, means, or unit is a combination of hardware and software used to constitute the hardware and / or processor.

[0126] While several embodiments of this disclosure have been described above, these embodiments can be implemented in a variety of other forms, and various omissions, substitutions, and modifications are permitted without departing from the spirit of the invention. These embodiments and their variations are included in the scope and spirit of the invention, as well as in the claims and their equivalents.

[0127] (Note) The details described in each of the above embodiments are noted below.

[0128] (Note 1) A program to be executed by a computer having a processor and memory, wherein the program is to be executed by the processor, A step of receiving input from the e-commerce business operator regarding the purchase conditions in e-commerce and the return policy corresponding to those purchase conditions, A step of setting the aforementioned purchase conditions and return policy in correspondence with the input received, The steps include: when a customer purchases a product, comparing the customer's purchase information with the set purchase conditions and selecting the corresponding return policy; The steps include presenting the selected return policy to the customer and applying the presented return policy to the customer's purchase of the product, A program that executes the command.

[0129] (Note 2) The aforementioned purchase conditions include at least one of the following conditions: customer conditions, product conditions, and order conditions. The program described in (Note 1).

[0130] (Note 3) The aforementioned customer conditions include at least one of the customer's purchase frequency, return frequency, and membership rank. The program described in (Appendix 2).

[0131] (Note 4) The aforementioned product conditions include at least one of the following conditions: product category, type, stock quantity, selling price, and product discount. The program described in (Appendix 2).

[0132] (Note 5) The aforementioned order conditions include at least one of the following conditions: order date, shipping date, order quantity, total order amount, order discount, and payment method. The program described in (Appendix 2).

[0133] (Note 6) The customer's purchase information includes information corresponding to the purchase conditions, The program described in (Note 1).

[0134] (Note 7) The aforementioned return policy includes at least one piece of information regarding the approval and rejection of product returns, the return deadline, the return handling method, and the return shipping method. The program described in (Note 1).

[0135] (Note 8) A method to be performed on a computer comprising a processor and memory, wherein the processor A step of receiving input from the e-commerce business operator regarding the purchase conditions in e-commerce and the return policy corresponding to those purchase conditions, A step of setting the aforementioned purchase conditions and return policy in correspondence with the input received, The steps include: when a customer purchases a product, comparing the customer's purchase information with the set purchase conditions and selecting the corresponding return policy; The steps include presenting the selected return policy to the customer and applying the presented return policy to the customer's purchase of the product, How to do it.

[0136] (Note 9) An information processing apparatus comprising a control unit and a storage unit, wherein the control unit is A step of receiving input from the e-commerce business operator regarding the purchase conditions in e-commerce and the return policy corresponding to those purchase conditions, A step of setting the aforementioned purchase conditions and return policy in correspondence with the input received, The steps include: when a customer purchases a product, comparing the customer's purchase information with the set purchase conditions and selecting the corresponding return policy; The steps include presenting the selected return policy to the customer and applying the presented return policy to the customer's purchase of the product, An information processing device that performs the following actions. [Explanation of Symbols]

[0137] 1... System 10…EC business terminal 12…Communication IF 13…Input device 14…Output device 15…Memory 16…Storage 19… Processor 20... Server 22...Communication IF 23…Input / Output Interface 25…Memory 2 hours… storage 29… Processor 30... Customer terminal

Claims

1. A program to be executed by a computer having a processor and memory, wherein the program is to be executed by the processor, A step of receiving input from the e-commerce business operator regarding the purchase conditions in e-commerce and the return policy corresponding to those purchase conditions, A step of setting the aforementioned purchase conditions and return policy in correspondence with the input received, The steps include: when a customer purchases a product, comparing the customer's purchase information with the set purchase conditions and selecting the corresponding return policy; The steps include presenting the selected return policy to the customer and applying the presented return policy to the customer's purchase of the product, A program that executes the command.

2. The aforementioned purchase conditions include at least one of the following conditions: customer conditions, product conditions, and order conditions. The program according to claim 1.

3. The aforementioned customer conditions include at least one of the customer's purchase frequency, return frequency, and membership rank. The program according to claim 2.

4. The aforementioned product conditions include at least one of the following conditions: product category, type, stock quantity, selling price, and product discount. The program according to claim 2.

5. The aforementioned order conditions include at least one of the following conditions: order date, shipping date, order quantity, total order amount, order discount, and payment method. The program according to claim 2.

6. The customer's purchase information includes information corresponding to the purchase conditions, The program according to claim 1.

7. The aforementioned return policy includes at least one piece of information regarding the approval and rejection of product returns, the return deadline, the return handling method, and the return shipping method. The program according to claim 1.

8. A method to be performed on a computer comprising a processor and memory, wherein the processor A step of receiving input from the e-commerce business operator regarding the purchase conditions in e-commerce and the return policy corresponding to those purchase conditions, A step of setting the aforementioned purchase conditions and return policy in correspondence with the input received, The steps include: when a customer purchases a product, comparing the customer's purchase information with the set purchase conditions and selecting the corresponding return policy; The steps include presenting the selected return policy to the customer and applying the presented return policy to the customer's purchase of the product, How to do it.

9. An information processing apparatus comprising a control unit and a storage unit, wherein the control unit is A step of receiving input from the e-commerce business operator regarding the purchase conditions in e-commerce and the return policy corresponding to those purchase conditions, A step of setting the aforementioned purchase conditions and return policy in correspondence with the input received, The steps include: when a customer purchases a product, comparing the customer's purchase information with the set purchase conditions and selecting the corresponding return policy; The steps include presenting the selected return policy to the customer and applying the presented return policy to the customer's purchase of the product, An information processing device that performs the following actions.

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