Recustomer Obtains Patent for Technology Automating Return Eligibility Determination and Procedures Based on Return Policies

Recustomer Inc. (Headquarters: Chuo-ku, Tokyo; Representatives: Yasuhiro Shibata, Shota Tsujino; hereinafter: Recustomer) has obtained a patent (Patent No. 7768617) for technology that can determine return eligibility based on customer information, order details, and product condition, and automatically execute the return procedure based on that determination.

This technology automates return processes that traditionally relied on manual effort and individual judgment, enabling the provision of an optimal return experience for each customer.

Background of Patent Acquisition

In recent years, with the expansion of the e-commerce market, post-purchase experiences such as returns and exchanges have become crucial factors significantly influencing customer satisfaction and brand choice.

However, for many e-commerce businesses, return policies are merely presented as text, and whether a return is actually possible is often determined through inquiries or individual correspondence.

This leads to customers feeling anxious because they don't know if they can return an item, while businesses face increased workload and inconsistencies in service quality due to the need for case-by-case judgments and responses.

To address this challenge, Recustomer developed a system that displays optimal questions for each customer on a web-based return/exchange procedure screen, based on the return policy, and automatically determines return eligibility on the spot according to the input content.

This allows customers to understand immediately whether they can return an item simply by answering questions on the screen, and proceed with the procedure directly.

Key Points of the Patent

This patent enables the determination of return eligibility based on the return policy, customer purchase details, and product condition, and the execution of the return procedure based on that result.

This allows return processes, which traditionally involved separate steps of policy presentation, eligibility determination, and procedure guidance, to be executed as a consistent, integrated process within the system.

1. Provides a flexible management UI for businesses to design return policies Businesses can flexibly set return rules in the administration screen according to products, inventory status, and purchase conditions. These settings can be made without code, allowing for the design of return policies tailored to operations, without relying on development or individual modifications as in the past.

2. Dynamically determines return eligibility based on the context of customer order information When a customer initiates a return procedure, the pre-set return policy is evaluated in real-time based on contextual information such as order details and product conditions. This enables automatic, situation-specific judgments rather than uniform rule application.

3. Automatically executes the return flow itself based on the evaluation result This patent does not merely "display" the return policy; it consistently presents the optimal return flow to the customer based on the evaluation result and executes the evaluation for the return. This ensures a smooth return experience where evaluation, judgment, and procedure are not fragmented.

Value Provided to Businesses and Customers

This patented technology significantly reduces the man-hours required for return eligibility determination and handling. Even when return policies change, businesses can respond flexibly with no-code adjustments, without requiring development or complex operational changes, leading to reduced operational burden. Furthermore, by leveraging the return experience itself as a differentiating factor, it contributes to establishing a competitive advantage in e-commerce operations.

Customers are clearly presented with return eligibility and procedure details on the spot, based on their order status and product conditions. This allows them to proceed with confidence, without the anxiety of "not knowing if they can return an item." A satisfactory return experience enhances post-purchase satisfaction and improves overall peace of mind before and after purchase.

Patent Information

Patent Number: Patent No. 7768617

Application Number: Patent Application 2025-062368

Registration Date: November 4, 2025

Title of Invention: Information Processing Device, Method, and Program

Patent Holder: Recustomer Inc.

About "Recustomer" Post-Purchase Experience Platform

Recustomer is a post-purchase experience platform that enhances post-purchase experiences and creates customer touchpoints. Specifically, it offers four services: "Recustomer Delivery Tracking" which tracks orders and notifies estimated delivery dates, "Recustomer Returns & Exchanges" and "Recustomer Cancellations" which automate return, exchange, and order cancellation operations, and "Recustomer Try-Before-You-Buy" which enables trial purchases. By providing special post-purchase experiences, it improves user experience and supports increased sales for e-commerce businesses.

Service Website URL: https://recustomer.me/

Recustomer Inc. Overview

Company Name: Recustomer Inc.

Representative Directors: Yasuhiro Shibata, Shota Tsujino

Business Activities: Development and operation of the post-purchase experience platform "Recustomer"

Established: March 2017

Location: Ginza Quint 8F, 5-14-1 Ginza, Chuo-ku, Tokyo