WO2006130023A2

WO2006130023A2 - Product supply and return processing method and system

Info

Publication number: WO2006130023A2
Application number: PCT/NZ2006/000135
Authority: WO
Inventors: Michael Edward Van Prehn; Garry Stephen Cartwright
Original assignee: Jet20 Limited
Priority date: 2005-06-03
Filing date: 2006-06-01
Publication date: 2006-12-07
Also published as: NZ540586A; AU2006253094A1; WO2006130023A3

Abstract

The present invention relates to the provision of computer executable instructions being configured to resolve a transaction dispute between a buyer and a supplier. The instructions provided execute the steps of initially presenting a buyer with at least one problem identifier capable of selection, and then receiving a problem indicator from the buyer on selection of a problem identifier. Next the supplier is presented with at least one resolution action identifier, the selection of which results in the provision of a resolution action indicator from the supplier. The buyer is then presented with a resolution confirmation identifier and once this confirmation identifier has been selected a resolution confirmation indicator is released from the buyer to confirm the resolution of a transaction dispute.

Description

PRODUCT SUPPLY AND RETURN PROCESSING METHOD AND SYSTEM

TECHNICAL FIELD

This invention relates to a product supply and return processing method and system. In particular the present invention may be implemented through computer software processes adapted to facilitate the return of products vended through an internet based electronic commerce interface. The present invention may automatically collect data and resolve potential disputes between product suppliers and buyers. Reference throughout this specification may be made to the present invention being used to automatically process product returns, warranty returns and product non-delivery complaints, but those skilled in the art should appreciate that other types of processes may be also be managed or facilitated in conjunction with the present invention and reference to the above only in isolation should in no way be seen as limiting.

BACKGROUND ART

Internet based electronic commerce (e-commerce) interface websites have grown in popularity with consumers. Such e-commerce websites can offer for sale a large variety of products sourced from numerous suppliers at various prices. E- commerce businesses work well for products with a significant degree of uniformity and which do not need to be customised or modified to suit the requirements of the consumer. In such instances consumers will be able to determine from webpage based information the general character and quality of the goods being offered for sale.

The drop shipping business model is also relatively common in e-commerce applications. In a drop shipping environment a website operator acts as an interface between suppliers and buyers of products, where buyers interact only with the website during the purchase and delivery process without necessarily being aware of the identity or location of the product supplier. The products purchased may be delivered directly from a supplier to a buyer once the supplier is alerted to an order placed by a buyer through the intermediary website. In effect the supplier's identity and location may be invisible to buyers through the entire purchase and delivery process.

The drop shipping model provides a low cost mechanism for presenting buyers with a wide variety and range of products from numerous suppliers. The website provider does not need to incur the normal costs and overhead associated with holding stocks of products, while buyers may be provided with a "one stop shop" from which to select a purchase. Suppliers are also provided with another channel through which their products may reach customers without requiring the supplier to incur the overhead associated with a traditional retail operation.

However, e-commerce applications face additional difficulties over those of standard physical retailers when there is a problem within the delivery of a product, or when a customer wishes to return a product.

For example, a product ordered and paid for by a buyer may not be delivered through problems either at the dispatch department of the supplier or in a third party courier used to transport the product. Alternatively, a product delivered to a buyer may need to be returned if it is faulty or if it does not meet the advertising specification originally presented to the buyer. Furthermore, warranty claims can also be difficult to process in such applications where the date of expiry of the warranty needs to be tracked in addition to the terms under which a warranty claim is being made by a buyer. When goods are returned a supplier must also note the state of the goods to determine whether they have been damaged while in the possession of a buyer.

In such instances it is important that information from both parties concerned is collected, recorded and accessible to ensure there is an agreement between the supplier and buyer regarding the liability of each party.

It would therefore be preferably to have a method and/or system which facilitated the handling of product return and non-delivery processes for electronic commerce applications. In particular a method, system or process which assisted in gathering and recording data required to resolve disputes or disagreements between suppliers and buyers in such applications would also be of advantage.

Furthermore it would also be of advantage to have a method, process or system which could automatically handle the transfer of funds between suppliers and buyers in a drop shipping application where product returns, warranty claims or non-delivery complaints have been made.

All references, including any patents or patent applications cited in this specification are hereby incorporated by reference. No admission is made that any reference constitutes prior art. The discussion of the references states what their authors assert, and the applicants reserve the right to challenge the accuracy and pertinency of the cited documents. It will be clearly understood that, although a number of prior art publications are referred to herein, this reference does not constitute an admission that any of these documents form part of the common general knowledge in the art, in New Zealand or in any other country.

It is acknowledged that the term 'comprise' may, under varying jurisdictions, be attributed with either an exclusive or an inclusive meaning. For the purpose of this specification, and unless otherwise noted, the term 'comprise' shall have an inclusive meaning - i.e. that it will be taken to mean an inclusion of not only the listed components it directly references, but also other non-specified components or elements. This rationale will also be used when the term 'comprised' or 'comprising¹ is used in relation to one or more steps in a method or process. It is an object of the present invention to address the foregoing problems or at least to provide the public with a useful choice.

Further aspects and advantages of the present invention will become apparent from the ensuing description which is given by way of example only.

DISCLOSURE OF INVENTION

According to one aspect of the present invention there is provided computer executable instructions configured to resolve a transaction dispute between a buyer and a supplier, said supplier having previously received an order originating from the buyer, said instructions being adapted to execute the steps of;

i) presenting the buyer with at least one problem identifier capable of selection, and

ii) receiving a problem indicator from the buyer on selection of a problem identifier by said buyer, and

iii) presenting the supplier with at least one resolution action identifier capable of selection, and

iv) receiving a resolution action indicator from the supplier on selection of a resolution action identifier by said supplier, and

v) presenting the buyer with a resolution confirmation identifier capable of selection, and

vi) receiving a resolution confirmation indicator from the buyer,

wherein the receipt of a resolution confirmation indicator confirms the resolution of said transaction dispute.

According to a further aspect of the present invention there is provided a method of resolving a transaction dispute between a supplier and a buyer, said supplier having previously received an order originating from the buyer, said method being characterised by the steps of;

vi) receiving a resolution confirmation indicator from the buyer,

According to a further aspect of the present invention this is provided a transaction dispute system implemented through computer executable instructions adapted to execute the method of resolving a transaction dispute substantially as described above.

The present invention is adapted to provide a method, system or process configured to resolve transaction disputes between a supplier and a buyer. Preferably the present invention may be implemented through computer software to provide computer executable instructions to be run on any number of different types of programmable logic devices. Such software may harness well known information technology techniques and infrastructure to facilitate the operation of the present invention.

Preferably the present invention may be used within an electronic commerce or e- commerce application to manage and potentially resolve disputes arising from orders placed with an e-commerce website. The present invention may be built in to or integrated within existing software employed to post such a website and facilitate the reception and the processing of orders used to trigger e-commerce transactions.

Reference throughout this specification will also be made to the present invention being used within an e-commerce retail website which implements a drop shipping business model. With a drop shipping model the website operator acts as an interface between a buyer and a supplier of a product without the buyer being necessarily aware of the identity or location of the supplier involved. The present invention may provide significant advantages over the prior art in such applications to facilitate the resolution of disputes arising from transaction problems inherent within the drop shipping model. However, those skilled in the art should appreciate that the present invention may be used in other applications and also need not necessarily be considered within a retail application.

In a preferred embodiment the present invention may be implemented through software adapted to provide or work with a web server which is to transmit web page formatted content to client web browsers operated by buyers and suppliers. This well known and relatively simple system architecture may be employed to implement the functionality required of the present invention. Furthermore, those skilled in the art should appreciate that the specific technical implementation of the present invention may be executed in a number of different ways depending on the hardware platform to be employed, programming languages used and loads to be managed by the web server employed in conjunction with the present invention.

In a preferred embodiment the transactions dispute to be resolved in conjunction with the present invention may relate to problems associated with either an ordered product not being delivered to a buyer (herein after referred to as a non-delivery dispute), or problems specific to the product itself identified by a buyer in possession of the product. The latter class of disputes may be further classified into basic product returns instigated within a standard, comparatively short right of return period immediately after the completion of an associated transaction, or warranty disputes which may arise some significant time after the completion of a transaction. The facility provided in accordance with the present invention may assist in resolving potential disputes between buyers and suppliers faced with addressing non-delivery, warranty and product return issues, and also preferably may act to solicit, collect, record and distribute information pertaining to the state of a product and particulars of a transaction to all parties interested in resolving the dispute.

The present invention is adapted to present a number of identifiers to both suppliers and buyers within the method of resolution to be executed. An identifier may be associated with or representative of a particular condition, or situation or suggested action, and may also be capable of selection by a user such as a buyer or supplier. For example, in one further preferred embodiment an identifier may be formed by a menu based link element which has a representative text or label applied to its face. This menu based link identifier may also be selected by a user through a mouse click applied to the surface of same.

The present invention may also be adapted to receive and also transmit a series of indicators which are generated through the prior selection of an identifier. Those skilled in the art should appreciate that the generation, transmission or reception of such indicators need not be visible to the user of the present invention but may facilitate the internal operation of same to communicate the selection of a particular indicator.

Preferably the present invention may be adapted to provide an interface screen or terminal or console facility customised for each buyer and supplier. These interface consoles or terminals may be accessible only to the particular buyer or supplier involved through a user name and password access scheme implemented through a user registration process. An interface terminal may display information specific to or confidential to the user involved, such as for example, the status of orders made, products delivered or financial account information, as well as any further information pertaining to transaction disputes pending resolution in conjunction with the present invention.

Reference throughout this specification will also be made to the present invention being employed to provide suppliers and buyers with individual interface terminals which can be used to present identifiers. References made to interface terminals throughout this specification should be appreciated by those skilled in the art as encompassing any form of graphical or text based user interface system employed by a computer system.

In a further preferred embodiment the identifiers to be presented to suppliers and buyers may be displayed within such an interface console. As these identifiers are specific to particular suppliers and buyers they should only be presented to these users selectively. The user name and password account log on process required to access such interface consoles may therefore ensure that these identifiers are only presented to and accessible by users which have the rights to select same.

As discussed above the present may preferably be adapted to facilitate the resolution of transaction disputes relating to the non-delivery of products, basic product returns and also warranty product returns. These types of disputes will normally be instigated by a buyer indicating they have a problem with a product they have received or a problem with a product they have ordered which has not been delivered.

In a preferred embodiment a buyer may have presented on their interface console at least one problem identifier associated with a particular transaction once they have dispatched an order to the retail website involved. Problem identifiers may represent generic types of transaction disputes which may be raised by buyers.

The selection of a problem identifier by a buyer may also trigger the display of a further interface screen or console which is configured to receive information from the buyer specific to the problem to be resolved. Such an interface screen may also present the buyer with further information they will require to progress the resolution of the dispute, such as for example, physical address based information for a supplier who is to have a product returned to them.

In a preferred embodiment a non-delivery identifier may be presented as a problem identifier to a buyer. The selection of a non-delivery identifier by a buyer may indicate that a product ordered by the buyer some time ago has not been delivered to them by a supplier. In some embodiments a non-delivery identifier may be embedded in or displayed within information pertaining to a specific order or transaction, or alternatively a generic non-delivery identifier may be presented to a buyer. Furthermore the selection of such an identifier may solicit further details from the buyer with respect to a previous order made for which a product has not been delivered.

In a further preferred embodiment this selection of a non-delivery identifier may trigger the display of a further interface screen to a buyer. Preferably the selection of such a non-delivery identifier may trigger the display of a non-delivery certification statement to a buyer which requires a positive confirmation action from a buyer before a problem indicator will be dispatched.

For example, this interface screen may present the buyer with a statement which certifies the buyer did not receive the product forwarded, where the buyer will be required to positively confirm the accuracy of this statement prior to the dispute resolution process continuing.

In a preferred embodiment a non-delivery identifier may be displayed to the buyer only after the expiry of a predetermined delay period. This delay period may be calculated or determined by the amount of time which would normally be expected for an order to be received by a supplier and subsequently dispatched and delivered to the buyer involved.

In a preferred embodiment the present invention may also be adapted to present a product return identifier to a buyer as a problem identifier. Preferably such a product return identifier may be embedded with information presented to a buyer with respect to a particular order or transaction made for the product involved, or alternatively may be presented in a generic form for subsequent clarification of which product ordered is to be returned.

In a further preferred embodiment the selection of a product return identifier may trigger the presentation of a further interface screen to a buyer which solicits the entry of further information relating to the reasons why they wish to return the product. Such information may include details such as for example, the product is not correctly fulfilling the specification advertised on the website, through to the wrong product being delivered or any other relevant product return complaint. Furthermore, such an interface screen may also present physical delivery based information to a buyer advising them of the address to which a product is to be returned, and also soliciting from the buyer details of the courier system used to facilitate tracking the returned product. In a preferred embodiment a warranty claim identifier may be presented to a buyer as a problem identifier. Preferably such a warranty claim identifier may be embedded within transaction or order based information available and presented to a buyer in a preferred embodiment. Such a warranty claim identifier may function in a similar manner to the product return identifier discussed above with the exception of triggering resolution of a different type of transaction dispute.

Preferably, the selection of a warranty claim identifier may trigger the display of a further interface screen which solicits the entry of further information from a buyer regarding the terms under which the warranty claim is to be made, and potentially the particular fault they are complaining is present within a product. Such an interface screen may also preferably present to the buyer physical location delivery information to be used to return product in which a warranty claim is made, and may also gather information from the buyer with regard to the courier systems used to return the product.

In some further embodiments the selection of a warranty claim identifier can also allow a buyer to indicate they would be happy to receive selected parts from a purchase which were missing from the delivery supplied. Such a missing parts request can therefore be dispatched by a buyer as part of a warranty claim indicator to specify that the buyer only needs the missing parts identified to resolve the transaction dispute.

In a further preferred embodiment, a warranty claim identifier may be displayed to a buyer on the completion of a transaction, and may remain on display to the buyer until the expiry of a warranty period associated with the product delivered. After the expiry of this warranty period such a warranty claim may not be available to a buyer and hence the warranty claim identifier should not be presented to the buyer.

In a preferred embodiment the present invention may be adapted to present three types of problem indicators to a buyer, being the non-delivery, product return and warranty claim identifiers discussed above. Preferably these identifiers may be embedded within product order or transaction information displayed to a buyer, but again those skilled in the art should appreciate that other methods for displaying such identifiers in relation to particular product orders are also within the ambit of the present invention.

Reference throughout this specification will also be made to the present invention displaying only non-delivery, product return and warranty claim identifiers substantially as described above. However, those skilled in the art should appreciate that one, two or four or more identifiers may also be presented and also different types of identifiers may be implemented in conjunction with the present invention for other types of transaction disputes to be resolved. Reference to the above only in isolation throughout this specification should in no way be seen as limiting.

Preferably the selection of a particular problem identifier may solicit further information from a buyer regarding the transaction dispute involved, in addition to dispatching a problem indicator to the software provided in accordance with the present invention.

As discussed above this indicator may trigger further internal processes in such software but also preferably may integrate or encapsulate any additional information solicited and obtained from a buyer in relation to the particular transaction dispute involved. These problem indicators may also be stored for subsequent retrieval to allow access to information supplied by a buyer.

Preferably on the reception of a specific problem indicator at least one resolution action identifier may be presented to a supplier. Such resolution action identifiers may invite particular types of actions from the supplier in an attempt to resolve the dispute involved. In a further preferred embodiment, and as discussed above, information solicited from a buyer and embedded into a received problem indicator may also be made available to the supplier to assist them making a decision as to which resolution action to select.

In a preferred embodiment a refund action identifier may be presented as a resolution action identifier to a supplier. In such instances the selection of a refund identifier will indicate that the supplier is prepared to refund the purchase price of the product in question to the buyer to resolve the dispute.

In a preferred embodiment a replace identifier may be presented as a resolution action identifier to a supplier. The selection of a replace identifier by the supplier will indicate that the supplier is prepared to replace the product at the centre of the transaction dispute to be resolved.

In a preferred embodiment a repair indicator may be presented to a supplier as a resolution action identifier. The selection of a repair identifier by a supplier may indicate that the supplier is prepared to repair the particular product returned or complained about by a buyer.

In a preferred embodiment a return identifier may be presented to a supplier as a resolution action identifier. A supplier selecting a return identifier indicates that the supplier intends to return the product under dispute to a buyer. In such instances the supplier may consider the information provided in accordance with the problem indicator received from a buyer and believe the most appropriate form of action they should take next would be to return the product directly to the buyer.

Preferably the selection of a resolution action identifier by a supplier may trigger the solicitation of information from the supplier regarding the course of action they have selected. Preferably a plurality of resolution actions may be presented to the supplier on the reception of a problem indicator generated by a buyer selecting a problem identifier. The form or types of resolution action identifiers presented to a supplier will be determined by the type of problem identifier selected and therefore potential actions open to a supplier to resolve the dispute in question. For example, a case where a non-delivery dispute is to be resolved a repair action identifier may not be presented to a supplier, whereas a wider range of actions may be available for selection by a supplier for product return or warranty claim disputes.

In one further preferred embodiment where a non-delivery dispute is to be resolved, a supplier may be presented with only refund and replace resolution action identifiers. Conversely with product return or warranty claim disputes a supplier may be presented with repair, replace, refund and return resolution action identifiers from which a supplier may select a single course of action to resolve the dispute involved. Those skilled in the art should appreciate that preferably a range of resolution action identifiers may be presented to a supplier to assist in resolution of the dispute.

In some further embodiments the selection of a resolution action identifier by a supplier may also trigger the display of a further interface screen which solicits information from a supplier regarding a course of action they have selected. Such an interface system may record comments or reasoning from the supplier with respect to the course of action they have proposed, where this information may be integrated within a resolution action indicator generated through the selection of the particular resolution action identifier. In a further preferred embodiment such an interface screen or system may also allow a supplier to upload further information into a resolution action indicator. For example, in a further preferred embodiment where a product has been returned back to the supplier either through a product return or warranty claim dispute, electronic images of the product may be recorded or uploaded if it appears that the buyer has damaged the product and is therefore not able to make a valid claim under warranty or the terms of the product return process.

In a preferred embodiment a process termination indicator may also be presented to a supplier in conjunction with one or preferably more of the resolution action identifiers discussed above. Such a termination identifier may be selected by a supplier if they are unhappy with any of the proposed resolution actions they have open to them under the resolution action identifiers presented. This termination identifier may be selected when a supplier is unhappy continuing with the disputes resolution process provided in accordance with the present invention, and may direct resolution of the dispute involved to an alternative process.

In a preferred embodiment the present invention may implement an automatic selection of a process termination indicator after a set delay period if a supplier has yet to select any of the resolution action indicators presented to them. The operation of this feature ensures that the dispute resolution process provided either moves promptly and consistently through to resolution or alternatively is terminated with user delays.

In a preferred embodiment when a supplier has completed the selection of a resolution action identifier, (and preferably supplied any appropriate information requested through an interface system) a resolution action indicator may be generated and dispatched to the web server implementing the present invention. The receipt of a resolution action indicator will in turn trigger the presentation to the buyer of a resolution confirmation identifier which is capable of selection by the buyer. A resolution confirmation identifier may indicate the course of action proposed by the supplier to resolve the dispute.

In a further preferred embodiment such an identifier may also display any further information solicited or uploaded from the supplier in relation to the reasoning behind their selection of a course of action involved. The selection of the resolution confirmation identifier by a buyer will therefore only be completed once the buyer is happy with the course of action proposed, thereby resulting in the transaction dispute being resolved.

In a further preferred embodiment a process termination identifier may also be displayed or presented to a buyer concurrent with the presentation of a resolution confirmation indicator. Such a termination identifier may be selected by a buyer if they are unhappy with the proposed resolution action selected by the supplier. This termination identifier may be selected when a buyer is unhappy continuing with the disputes resolution process provided in accordance with the present invention, and may direct resolution of the dispute involved to an alternative process.

In a preferred embodiment the present invention may implement an automatic selection of a process termination indicator after a set delay period if a buyer has yet to select the resolution confirmation indicator presented to them. The operation of this feature ensures that the dispute resolution process provided either moves promptly and consistently through to resolution or alternatively is terminated with user delays.

Preferably once a resolution confirmation identifier has been selected a resolution confirmation indicator may be generated and transmitted to the web server adapted to implement the present invention. The reception of such a resolution confirmation indicator will therefore communicate to the web server that the transaction dispute originally instigated by the buyer has been resolved to the satisfaction of the both the buyer and the supplier.

According to a further aspect of the present invention there is provided computer executable instructions configured to implement a method of processing funds associated with a transaction, said funds being retained for a predetermined time period divided into a plurality of time epochs, said method of processing funds being characterised by the steps of;

i) displaying a funds identifier associated with a transaction within an initial time epoch region, said initial time epoch region being associated with an initial time epoch, and

ii) displaying said fund indicator in an adjacent time epoch region on the expiry of said initial time epoch, said adjacent time epoch region being associated with a time epoch occurring immediately after said initial time epoch, and

iii) displaying said funds identifier in each successive adjacent time epoch region on the expiry of a further time epoch, and

iv) authorising the release of funds associated with the funds identifier when the funds identifier is displayed within a terminal time epoch region.

According to a further aspect of the present invention there is provided a method of processing funds substantially as described above wherein the funds identifier is removed from display within a current time epoch at the expiry of a time epoch and is displayed in a successive adjacent time epoch region.

According to a further aspect of the present invention there is provided a method or processing funds substantially as described above wherein the display of said funds identifier in the terminal time epoch region is blocked on reception of a problem identifier from a buyer prior to the commencement of a terminal time epoch.

According to yet another aspect of the present invention there is provided a method of processing funds substantially as described above wherein a funds indicator is displayed in only the initial time epoch region on receipt of a nondelivery identifier from a buyer.

Preferably the present invention is also adapted to provide a method of processing funds associated with a transaction. Furthermore, those skilled in the art should also appreciate that there is the potential for such a method of processing to be implemented without the dispute resolution functionality discussed above, and for the dispute resolution functionality to be implemented without the use the method of processing funds discussed below. However, preferably both systems may be provided together in conjunction with a preferred embodiment of the present invention.

Preferably the present invention may be adapted to assist in the processing of funds for a transaction where these funds are to be held or contained for a predetermined period of time prior to being released to a buyer or supplier. This predetermined delay period may be instigated to ensure that both parties to a transaction fulfil their obligations to the other party involved prior to the transaction funds being released. The predetermined delay time period involved may be set arbitrarily or alternatively may be dictated by relevant legislation in the state or territory in which the present invention is employed.

Preferably this predetermined delay time period may be divided into a plurality of time epochs starting at the beginning of an initial time epoch and finishing at the beginning of a terminal time epoch. In a further preferred embodiment, the length of a time epoch may be equal to a single working day. Generally funds processing or accounting systems measure time periods in units of working days making this measurement a relatively convenient unit to employ as a time epoch. However, those skilled in the art should appreciate that different time measurement scales may also be employed in conjunction with the present invention and reference to a single time epoch being a working day should in no way be seen as limiting. Such a method of processing funds may be implemented at least in part through a graphical user interface which is adapted to display at least one funds identifier in association with a plurality of time epoch regions. The spatial relationship between a funds identifier and the time epoch regions displayed may indicate the time based progress of a transaction and hence the amount of time remaining until funds will be available for transfer to either a buyer or supplier.

Preferably a funds identifier may be represented as a graphical icon, basic text label, or hyperlink to further information to be presented with respect to the transaction which the funds associated with the indicator are related to. Reference throughout this specification will also be made to a funds identifier being formed by a hyperlink which is labelled with a reference code for the particular transaction involved, but those skilled in the art should appreciate that other types of indicators may also be employed.

In a preferred embodiment a plurality of time epoch regions may be displayed in conjunction with the present invention, with the spatial relationship between adjacent regions also indicating a time adjacent relationship between the associated time epoch linked to each region. In a further preferred embodiment, time epoch regions may be represented together as a table of spatially adjacent columns where columns towards the left of the table relate to time epochs which occur prior to the regions represented on the right hand side of the table.

Preferably the method of processing funds may initially be instigated through displaying a funds identifier within an initial time epoch region, herein after referred to as the day one column. The fund indicator may be displayed in the day one column when an order associated with a transaction is received, this order is processed, and a product dispatched to a buyer. Once the product has been dispatched the funds identifier will be displayed in the day one column to represent the delay time period starting to expire. Preferably after the expiry of the first day of the delay period involved, the funds identifier may next be displayed in the adjacent column of the collection of time epoch regions, usually referred to as the second day column. This process may preferably continue on the expiry of each successive day within the delay time period so that the funds identifier involved is successively moved across the collection of columns displayed until it reaches a terminal time epoch region, herein after referred to as the release day column. This release day column, as discussed above, represents a time period which is outside of the delay period for which the funds are to be held. Hence once a funds identifier reaches the release day column the funds involved may be released to a buyer or supplier.

In a preferred embodiment a funds identifier may only be displayed within a single time epoch region at one point in time. In such embodiments once a time epoch has expired a funds identifier will be displayed in the next successive adjacent column while being removed from the current column. In this manner a single funds identifier may progress across the columns displayed to finally reach the release day column.

In a preferred embodiment where the present invention also incorporates a method of resolving a dispute substantially as described above, a funds identifier may be blocked from progressing through to and being displayed on the release day column if a buyer associated with the transaction involved selects a problem identifier. This problem identifier can block the final release of funds until the dispute associated with the problem indicated by a buyer has been resolved.

In a further preferred embodiment a funds identifier may be prevented from being displayed within the release day column if a supplier selects a product return indicator. Those skilled in the art should appreciate that if a product is to be returned there is the potential for funds to be refunded to a buyer, as opposed to being paid out to a supplier. Therefore, through preventing the progress of a funds identifier through to the release day column these funds will be retained until the product return dispute has been satisfactorily resolved for both parties.

In a preferred embodiment a funds identifier may be returned to and displayed on only the first day column if a buyer activates a non-delivery problem indicator. The activation of such a problem indicator specifies that the delay or waiting period involved for the release of funds should be restarted to ensure that an adequate period of time is provided to the buyer to assess that the supplier has meet their obligations.

Preferably the collection of time epoch regions displayed may also be capable of displaying a plurality of funds identifiers associated with a plurality of transactions at any one time. Generally such a collection of time epoch regions and funds identifiers will be presented to a single supplier to represent the current transactions being processed for that supplier and how long a supplier must wait for the funds associated with each of these transactions to be released.

In a preferred embodiment the present invention may also facilitate the display of a problem summary region in which a copy of a funds identifier is displayed for a transaction for which a problem indicator has been selected by a buyer. This problem summary region may provide a supplier a quick reference to all the funds currently delayed by disputes to be resolved, and hence which may not necessarily be available to the supplier after the expiry of the predetermined delay period.

In a preferred embodiment once a problem indicator has been selected by a buyer the colour, form or some visual characteristic associated with a funds identifier involved may be modified. For example, in one further preferred embodiment the colour that each funds identifiers is displayed with may be adjusted to code whether the transaction is progressing without any disputes, or alternatively the type of dispute which the transaction is currently subject to. BRIEF DESCRIPTION OF DRAWINGS

Further aspects of the present invention will become apparent from the following description which is given by way of example only and with reference to the accompanying drawings in which:

Figure 1 shows a block schematic flow chart of steps executed within the method of resolving a transaction dispute provided in accordance with a preferred embodiment, and

Figure 2 shows a screen shot of a buyer interface console facilitated by the use of a client web browser, and

Figure 3 shows a screen shot of a supplier interface console facilitated by the use of a client web browser, and

Figure 4 shows a screen shot of an element of a supplier interface console which illustrates a method of processing funds in accordance with a further embodiment.

BEST MODES FOR CARRYING OUT THE INVENTION

Figure 1 shows a block schematic flow chart of steps executed within the method of resolving a transaction dispute provided in accordance with a preferred embodiment.

The present invention is preferably configured to assist in the resolution of transaction disputes between buyers and suppliers. The process illustrated with respect to figure 1 shows an initial stage (A) representing the reception of an order originating from a buyer via a retail web site configured to act as a transaction portal between buyers and suppliers. On receipt of an order from a buyer the next stage of this process (B) is completed, being the dispatch of the product ordered from a supplier to the buyer, in addition to the collection and recording through the retail web site of courier particulars used to deliver the product.

At the next tier (C) of the process shown a set of three problem identifiers are presented to a buyer within a buyer interface console (not shown in figure 1 ) where each of these problem identifiers are capable of being selected by a buyer. A problem identifier represents a specific problem that a buyer may have with either the product being delivered, or not being delivered, and potential courses of action the buyer may wish to take. For example, stage C1 represents a non-delivery problem identifier, stage C2 represents a product return identifier and stage C3 represents a warranty claim identifier.

On the selection of one of the problem identifiers C1 - C3 a further interface screen is also displayed to the buyer soliciting additional information regarding the dispute or complaint they have with the product or order involved, where this interface screen may also display physical delivery address information for the product supplier if the product is to be returned.

On completion of the entry of information into this subsequent interface screen a problem indicator is dispatched from a client web browser used by the buyer and transmitted to a web server adapted to execute the steps of the dispute resolution method. This problem indicator identifies the problem identifier selected and also encapsulates any information supplied by the buyer with respect to the dispute to be resolved.

On receipt of a problem indicator the next tier of this process is activated, being the display of three differing resolution action identifiers (D1 - D3) in addition to a process termination identifier E1. Each of the resolution action identifiers are capable of selection by a buyer and represent a potential course of action which a supplier may undertake to resolve the dispute raised. For example, in the embodiment illustrated the resolution action identifiers presented are a refund identifier (D1 ), a replacement identifier (E2) and a repair identifier (D3). However, those skilled in the art should appreciate that other types of resolution actions and associated identifiers may also be available to suppliers and the discussion of these three actions only should in no way be seen as limiting. Furthermore, the type of resolution action identifiers presented to a supplier will be dictated by in turn the type of problem indicator selected by a buyer.

The termination identifier E1 is capable of selection by a supplier and is used in the instance when the supplier is not happy with selecting any of the resolution actions available. The selection of a process termination identifier will then terminate the transaction dispute resolution process, and preferably forward all recorded information in relation to the dispute to an alternative dispute resolution process or the operator of the retail web site involved.

On the selection of a resolution action identifier a further interface screen is also displayed to a supplier which solicits further information with regard to why they have elected the particular course of action involved. Information supplied by a supplier may then be encapsulated within a resolution action indicator which also identifies the particular resolution action identifier selected by the supplier. This resolution action identifier is then transmitted from a web browser client employed by the supplier to the web server adapted to implement the present invention.

On reception of a resolution action indicator sourced from a supplier, a buyer is then presented with two further identifiers capable of selection, being a resolution confirmation identifier F, and a process termination identifier E2.

The resolution confirmation identifier presented to a buyer and is capable of being selected by the buyer, where the selection of same will indicate that the buyer is happy with the proposed action of the supplier and therefore considers the dispute resolved.

This termination identifier E2 is capable of selection by a buyer in the instance when the buyer is not happy with selecting the resolution confirmation identifier associated with the resolution action proposed. The selection of a process termination identifier will then terminate the transaction dispute resolution process, and preferably forward all recorded information in relation to the dispute to an alternative dispute resolution process or the operator of the retail web site involved.

On selection of a resolution confirmation identifier a resolution confirmation indicator will be dispatched to the web server from the buyer's web browser client at the final stage G of the dispute resolution process. Receipt of this resolution confirmation indicator will therefore terminate the process as the dispute originally complained of by a buyer has been resolved to the satisfaction of both the buyer and supplier.

Figure 2 shows a screen shot of a buyer interface console facilitated by the use of a client web browser.

As can be seen from figure 2, in the lower section of the user history area a buyer is presented with a pair of problem identifiers, being a product return identifier and a warranty claim identifier. These identifiers are formatted as hyperlinks capable of selection by the buyer.

As can also be seen from figure 2, the supplier interface console provides further information to the buyer with respect to the value of funds currently held on account by the retail web site involved, in addition to details with respect to potential, current and previous orders associated with the buyer.

Figure 3 shows a screen shot of a supplier interface console facilitated by the use of a client web browser. As can be seen from figure 3, a menu based identifier system is employed by a supplier to manager the orders placed with their organisation. The left hand side of the screen shown is an order system which allows the supplier to view current orders, to view product returns information and to view non-delivery information.

In particular the selection of the "view returns" menu item displays a list of orders or transactions where the buyer involved has previously selected a product return problem indicator.

A similar approach is also taken with respect to the returns information available where on selection of the menu item, order or transaction information is displayed for orders where the buyer has selected a product return based problem indicator.

In the method of funds processing illustrated by this graphical user interface a number of funds indicators (currently zero) are displayed in a series of time epoch regions provided by a series of columns. Each column is associated with a particular time epoch, in this embodiment being days of a predetermined waiting period which the funds associated with transactions must be delayed until released to a supplier.

As can be seen from figure 4, the spatial adjacency of the day based time region columns indicates a consecutive time ordering, allowing the funds indicators shown to move from column to column as the delay period involved expires over time.

Also shown is a flagged column which provides summary information regarding funds indicators which have been identified as having associated transactions currently under dispute by buyers. The flagged provides a summary of funds currently awaited by the supplier which will not be released at the end of the delay period due to a dispute pending resolution.

Aspects of the present invention have been described by way of example only and it should be appreciated that modifications and additions may be made thereto without departing from the scope thereof as defined in the appended claims.

Claims

WHAT WE CLAIM IS:

1. Computer executable instructions configured to resolve a transaction dispute between a supplier and a buyer, said supplier having previously received an order originating from the buyer, said instructions being adapted to execute the steps of;

vi) receiving a resolution confirmation indicator from the buyer,

2. Computer executable instructions as claimed in claim 1 said instructions being configured to provide an interface terminal customised for each buyer and supplier, said interface terminal being used to present identifiers to suppliers and buyers.

3. Computer executable instructions as claimed in claim 1 or claim 2 wherein a non-delivery identifier is presented as a problem identifier to a buyer.

4. Computer executable instructions as claimed in claim 3 wherein the selection of a non-delivery identifier triggers the display of a non-delivery certification statement to a buyer which requires a positive confirmation action from a buyer before a problem indicator will be dispatched from the buyer.

5. Computer executable instructions as claimed in any one of claims 3 or 4 wherein a non-delivery identifier is displayed to the buyer only after the expiry of a predetermined delay period.

6. Computer executable instructions as claimed in any previous claim wherein a product return identifier is presented as a problem identifier to a buyer.

7. Computer executable instructions as claimed in claim 6 wherein the selection of a product return identifier solicits the supply of further information from a buyer relating to a reason why they wish to return a product.

8. Computer executable instructions as claimed in any previous claim wherein a warranty claim identifier is presented as a problem identifier to a buyer.

9. Computer executable instructions as claimed in claim 8 wherein the selection of a warranty claim identifier triggers the solicitation of further information from a buyer regarding the terms under which a warranty claim is to be made.

10. Computer executable instructions as claimed in claim 8 or claim 9 wherein a warranty claim identifier is only displayed to a buyer until the expiry of a warranty period.

11. Computer executable instructions as claimed in any previous claim wherein a refund action identifier is presented as a resolution action identifier to a supplier.

12. Computer executable instructions as claimed in any previous claim wherein a replace identifier is presented as a resolution action identifier to a supplier.

13. Computer executable instructions as claimed in any previous claim wherein a repair indicator is presented to a supplier as a resolution action identifier.

14. Computer executable instructions as claimed in any previous claim wherein a return identifier is presented to a supplier as a resolution action identifier.

15. Computer executable instructions as claimed in any previous claim wherein the selection of a resolution action identifier by a supplier triggers the solicitation of information from a supplier regarding a course of action they have selected.

16. Computer executable instructions as claimed in any previous claim wherein a process termination indicator is presented to a supplier in conjunction with at least one resolution action identifier.

17. Computer executable instructions as claimed in claim 16 wherein a process termination indicator is automatically selected after a set delay period if a supplier has yet to select a resolution action indicator.

18. Computer executable instructions as claimed in any previous claim wherein the selection of a resolution action identifier by a supplier solicits further information from the supplier in relation to the reason behind their selection.

19. Computer executable instructions as claimed in any previous claim wherein a process termination identifier is displayed to a buyer concurrent with the presentation of a resolution confirmation identifier.

20. Computer executable instructions as claimed in any previous claim said instructions also being configured to implement a method of processing funds associated with a transaction, said funds being retained for a predetermined time period divided into a plurality of time epochs, said method of processing funds being characterised by the steps of;

21. Computer executable instructions as claimed in claim 20 wherein said computer executable instructions are configured to provide a graphical user interface configured to display at least one funds identifier in association with a plurality of time epoch regions.

2. Computer executable instructions as claimed in any one of claims 20 or 21 wherein a plurality of time epoch regions are displayed, with the spatial relationship between adjacent regions indicating a time adjacent relationship between the associated time epochs linked to each region.

23. Computer executable instructions as claimed in any one of claims 20 to 22 wherein the funds identifier is removed from display within a current time epoch at the expiry of a time epoch and is displayed in a successive adjacent time epoch region.

24. Computer executable instructions as claimed in any one of claims 20 to 23 wherein the display of said funds identifier in the terminal time epoch region is blocked on reception of a problem identifier from a buyer prior to the commencement of the terminal time epoch.

25. Computer executable instructions as claimed in claim 24 wherein a funds identifier is prevented from being displayed within the terminal time epoch region if a supplier selects a product return indicator.

26. Computer executable instructions as claimed in any one of claims 20 to 25 wherein a funds identifier is returned to and displayed on only the initial time epoch region if a buyer activates a non-delivery problem indicator.

27. Computer executable instructions as claimed in any one of claims 20 to 26 wherein a problem indicator being selected by a buyer triggers the modification of a visual characteristic associated with a funds identifier.

28. Computer executable instructions as claimed in any one of claims 20 to 27 wherein the collection of time epoch regions display a plurality of funds identifiers associated with a plurality of transactions at any one time.

29. Computer executable instructions as claimed in any one of claims 20 to 28 wherein the length of a time epoch equals to a single working day.

30. A method of resolving a transaction dispute between a supplier and a buyer, said supplier having previously received an order originating from the buyer, said method being characterised by the steps of;

vi) receiving a resolution confirmation indicator from the buyer,

31. Computer executable instructions configured to resolve a transaction dispute substantially as herein described with reference to and as illustrated by the accompanying drawings and/or examples.

2. A method of resolving a transaction dispute substantially as herein described with reference to and as illustrated by the accompanying drawings and/or examples.