Customer-Controlled Shipment Management via Handling Identifiers
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Solution Overview
Problem
Shipping customers have increasing expectations for delivery services, necessitating enhanced customer experience and loyalty through improved delivery management systems that allow for customer-controlled management of shipments, returns, and refunds.
Innovation Solution
A system and method for customer-controlled management of shipments, including receiving return requests, determining authorization based on business rules, associating handling identifiers with items, and initiating refunds upon triggering events, which involve collection methods, consolidation, and delivery destinations.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If traditional centralized return processing is used, then operational control is maintained, but customer control and transparency are reduced
Solution Approach 1:
The system segments return processing into multiple independent components: customer-facing interface for initiating returns and tracking, business rule engine for authorization decisions, and handling identifier generation system. This segmentation allows customers to control and track their returns while the system maintains operational complexity in separate, manageable modules.
Solution Approach 2:
The system introduces a handling identifier as an intermediary element that bridges customer control and operational processing. This identifier encapsulates collection methods, return categories, and delivery points, allowing customers to specify preferences without directly managing the complex operational details of return processing.
2Productivity
If manual return authorization processing is used, then business rule flexibility is maintained, but processing speed and efficiency are reduced
Solution Approach 1:
The system performs preliminary actions by pre-defining business rules and return categories before actual return processing occurs. Handling identifiers are structured in advance with predefined collection methods and delivery points, enabling automated authorization decisions without manual intervention while maintaining business rule flexibility.
Solution Approach 2:
The system implements self-service through automated business rule evaluation and handling identifier generation. The system autonomously determines return authorization based on predefined rules, eliminating manual processing steps while maintaining the ability to accommodate complex business requirements through configurable rule sets.
3Adaptability or versatility
If standardized return handling is used, then operational efficiency is improved, but customer-specific customization options are reduced
Solution Approach 1:
The system applies local quality by allowing different handling characteristics for different portions of the return process. Each handling identifier contains specific collection methods, return categories, and delivery points tailored to individual customer needs and item characteristics, while the overall system maintains standardized processing workflows for operational efficiency.
Solution Approach 2:
The system implements dynamics by making handling identifiers configurable and adaptable based on specific return requirements. The system can dynamically adjust collection methods, consolidation options, and delivery points based on customer preferences and item characteristics, while maintaining a standardized framework that ensures operational efficiency across all returns.
Data Source
AI summary
Computer program products, methods, systems, apparatus, and computing entities are provided for customer controlled management of shipments. For example, customers can define handling identifiers to determine how items should be handled based on the handling identifier. Further, customers can define refund classifications to determine when refunds should be initiated.