AU2008203036A1

AU2008203036A1 - Business rating systems

Info

Publication number: AU2008203036A1
Application number: AU2008203036A
Authority: AU
Inventors: Andrew Lewis Christie
Original assignee: Individual
Current assignee: Individual
Priority date: 2007-07-09
Filing date: 2008-07-09
Publication date: 2009-01-29

Description

AUSTRALIA

PATENTS ACT 1990 COMPLETE SPECIFICATION FOR A STANDARD PATENT

(ORIGINAL)

Name of Applicant: Actual Inventors: Address for Service: Invention Title: Andrew Lewis Christie Andrew Lewis Christie 144 Edenbrooke Drive, Sinnamon Park QLD 4073, Australia "Business rating systems" Details of Associated Provisional Application(s) No(s): Australian Provisional Patent Application No. 2007903707 The following statement is a full description of this invention, including the best method of performing it known to us: 0 \opcr\aIc\2O8\july 2008\chistie AU lir to PO lodging complete 191 doc 9/7/08 00 oO

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BUSINESS RATING SYSTEMS BACKGROUND TO THE INVENTION This invention relates to systems for rating business performance, in particular but not only to systems which enable customers or other consumers to provide rating information at the point of payment for goods or services.

00 OA wide range of feedback/rating systems are in operation on the Internet. Most are 10 relatively simple and enable a consumer to enter a numerical rating or make a comment about the merchant or the products they have received. In some cases the consumers are already registered with the organization which collects the ratings, such as on ebay, for example. In most cases however, it is difficult to identify the consumer and be sure that they actually were a customer of the particular merchant.

Ratings for merchants such as restaurants, hairdressers, dentists, doctors and so on are difficult to obtain with any degree of accuracy. Favourable but false comments can easily be provided by employees or other friends of the business. Negative comments can easily be provided by competitors or individuals who were not actually customers. It can also be relatively inconvenient for genuine customers to provide the required information after the event, or particularly to provide more detailed information such as the contents and cost of a particular order.

SUMMARY OF THE INVENTION It is therefore an object of the invention to provide improved systems for electronically collecting and/or enabling business ratings or other information at the point of payment, or a least to provide an alternative to existing systems.

In one aspect the invention may broadly be said to reside in a method of collecting a rating from a consumer, including: receiving consumer financial data relating to a 1/18 00

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N required payment, arranging transfer of funds from a consumer account to a merchant account, if the transfer is approved or carried out, receiving rating information provided by the consumer, and forwarding the rating information to a ratings processor.

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Preferably the rating information is received from the consumer through a point-of-sale terminal or an online bill payment interface. Preferably an authorization code is Stransmitted to a POS system for the consumer to use in when rating the merchant at a later date. Alternatively an authorization code is generated at the POS system for the 00 consumer to use in relation to the merchant. The authorization code may be generated by C' 10 a point-of-sale terminal, a merchant computer, an online bill payment interface, or a ratings processor.

In another aspect the invention resides in a method of enabling a rating from a consumer, including: receiving consumer financial data relating to a required payment, arranging transfer of funds from a consumer account to a merchant account, if the transfer is approved or carried out, generating an authorization code for the consumer, and forwarding the authorization code to a ratings processor.

In a further aspect the invention resides in a method of collecting a rating from a consumer at point-of-sale/payment, including: receiving financial details to enable payment of a merchant charge to the consumer, transmitting the financial details to a central data processing system, receiving confirmation from the data processing system of funds availability and/or funds transfer into a merchant account, receiving rating information from the consumer in relation to the merchant, and transmitting the rating information to the processing system.

Preferably the financial details are read from a consumer card or other device and/or input manually by the consumer. The rating may be expressed as a numerical value within a fixed range and provided manually by the consumer.

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N'K In a further aspect the invention resides in a method of enabling a consumer at point-ofsale/payment to rate a merchant, including: receiving financial details to enable payment of a merchant charge to the consumer, transmitting the financial details to a central data processing system, receiving confirmation from the data processing system of funds availability and/or funds transfer into a merchant account, generating or receiving a rating authorization code for the consumer in relation to the merchant, and providing the code to the consumer. Further, if the code is generated locally then transmitting the rating code N to the processing system.

00 Preferably the financial details are read from a consumer card or other device and/or input manually by the consumer. Preferably the code is printed on a receipt or other document given to the consumer.

The invention also resides in a POS terminal or associated equipment which implements a method as described above.

In another aspect the invention resides in a method of collecting a rating from a consumer at point-of-payment of a bill, including: presenting an interface containing payment options for the consumer, receiving financial details to enable payment of a merchant charge to the consumer, transmitting the financial details to a central data processing system, receiving confirmation from the data processing system of funds transfer to a merchant account, receiving rating information from the consumer in relation to the merchant, and transmitting the rating information to the processing system.

Preferably the method includes receiving an authorization code from the data processing system, or generating an authorization code and forwarding to the data processing system..

In a further aspect the invention resides in a method of providing business ratings for consumers, including: receiving rating information from a data processor in a financial 3/18 00

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c, transaction system, determining merchants in relation to individual items of the rating Z information, and presenting merchant information and respective rating information.

In a further aspect the invention resides in a method of collecting business ratings from consumers, including: receiving authorization codes from a financial transaction system, receiving authorization codes from individual consumers, comparing the codes to determine whether each consumer is entitled to make a rating, and receiving ratings from centitled consumers.

00 10 In a further aspect the invention resides in a method of collecting business ratings from consumers, including: generating authorization codes, transmitting the codes to a financial transaction system, receiving authorization codes from individual consumers, comparing the codes to determine whether each consumer is entitled to make a rating, and receiving ratings from entitled consumers.

The invention resides in computer systems which enable any one of the methods outlined above.

The invention also resides in any alternative combination of features which are indicated in this specification. All equivalents of these features are deemed to be included whether or not explicitly set out.

LIST OF FIGURES Preferred embodiments of the invention will be described with respect to the accompanying drawings, of which: Figure 1 schematically shows use of a POS payment system to enable a consumer to rate a merchant, Figure 2 shows computer systems which may be involved in the rating process of Figure 1, Figure 3 outlines operation of the central data processor in Figure 2, 4/1 8 00 C Figure 4 shows a typical POS terminal which may be used in Figure 1, Figures 5a, 5b shows typical POS receipts with added rating data, Figure 6 outlines operation of the terminal in Figure 4, Figure 7 schematically shows use of an online payment system to enable a consumer to rate a merchant, Figure 8 shows computer systems which may be involved in the rating process of Figure 7, 0 Figures 9a, 9b, 9c, 9d shows how a typical sequence of interfaces in an online 00 Spayment system which may be used in Figure 7, Figure 10 outlines operation of the online payment system when rating a merchant, Figure 1I schematically shows use of an alternative online payment system to enable a consumer to rate a merchant, Figure 12 shows computer systems which may be used in the rating process system of Figure 1 I, Figure 13 outlines operation of the alternative online system when rating a merchant, and Figure 14 outlines aspects of operation of the rating website in Figure 1.

DESCRIPTION OF PREFERRED EMBODIMENTS Referring to the drawings it will be appreciated that the invention can be implemented in a variety of ways in relation to a range of different merchants and different payment systems. It will also be appreciated that the invention can be used to gather data in addition to or instead of merchant ratings.

Figure 1 shows how a consumer makes a payment to a merchant and is enabled through the payment system to rate the service provided by the merchant. Ratings are typically received and published by a website or alternative medium. The consumer may be a customer at a restaurant for example, paying the bill using EFTPOS. The consumer makes the payment using an electronic terminal in conjunction with a debit card or credit 5/18 00

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card, for example, and once the payment has been confirmed, the terminal offers the consumer an option to rate the merchant at the point of payment (POP), without interference by the merchant. The system may alternatively, or in addition, generate an authorization code which the consumer can use later when providing a rating directly to the website. An authorization code would generally be issued alone when the customer pays in advance or pays in cash. The code can be printed on a computer generated

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invoice or receipt, for example, or provided in the form of a coupon.

00 Electronic point-of-sale payment systems such as EFTPOS or credit cards are generally C 10 managed through a central processing system which controls the transfer of funds from an account selected by the consumer to a merchant account held at an acquiring bank. A number of interchange fees must be paid by the merchant. The POS system is typically installed on the merchant premises so that data transfer takes place automatically and securely from the merchant computer system to a central processor and from there into the banking system. Once the payment has taken place or has at least been approved, a confirmation is sent back to the merchant computer to complete the sale. A secure connection between the merchant system and the central processor is opened to enable the transaction and then closed once the transaction is complete. A wide range of data transmission arrangements are currently used, such as bilateral connections on dedicated lines, centralized systems, and hybrid systems. Most payment systems now in use tend to involve the Internet. New systems will no doubt be developed in future. In each case, it will generally be possible to incorporate a point of payment rating system, which transfers rating information and/or codes in conjunction with the payment information.

It is also appreciated that not all credit and debit cards are treated in a similar fashion. In relation to cards provided by Amex or Discover for example, the central data processor is operated by the card organization, and merchants must deal directly with that organization. The arrangements involving the "central data processor" in these examples must therefore be considered to represent all of these possibilities.

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N A potential advantage of the process shown in Figure 1 is that the consumer can make the rating relatively quickly at the point of payment (POP), when the quality of the service is most recently in mind, but may also be enabled to provide the rating after the point-ofpayment (APOP), or to change or expand the original rating at a later date. Another potential advantage is that the consumer is identified and verified as an actual customer of the merchant at that point. Most restaurants require payment as the customer leaves the premises after eating a meal for example, and this an appropriate point to make a rrating, perhaps as an alternative to a tip. The customer could give the restaurant an 00 overall score out of five or ten for example, or answer a series of rating prompts for 1 10 different aspects such as quality, service and cost. The authorization code enables a more detailed rating in the form of a written comment to be added later, if the customer is sufficiently motivated. Other restaurants require payment in advance, in which case the authorization code alone is the preferred option, to be used once the customer has finished their meal and left the premises. The code might even be used to provide a rating during the meal, through a cell phone or other communication device. In practice, multiple ratings could be obtained on a single day or evening, and be correlated with the presence of absence of a particular chef, for example.

A wide range of merchants are able to use a system of this kind, such as hairdressers, doctors, dentists, and tradesmen or professionals generally. Thousands of individual ratings can be collected or authorized relatively easily and reliably at the point of payment to give a useful comparison between different merchants in the same area of business. Where payment is received by mail order or over the phone (MOTO), or through a website for example, a rating authorization code can readily be generated by the central data processor, or by the merchant system, and provided to the consumer either verbally or visually. In general, the POP codes could be generated at a range of different places including the central processor, the ratings processor, the merchant terminal and so on. The codes must eventually be stored at the ratings processor in order to verify ratings made through the website.

7/18 00 Figure 2 shows computer systems which may be involved with the combined payments and rating system in Figure 1. The merchant operates a local computer which is connected to one or more POS terminals and printers, in either a wired or wireless arrangement. The merchant may also receive mail or telephone payments which are entered in the computer through an appropriate interface. Customers of a merchant can be enabled to provide or confirm personal details in a range of different ways, in order to carry out a financial transaction. In a large retail operation or accounts department, there will usually be several cash registers, POS terminals, PCs and other devices connected in 00 O a network. The business software required to operate the merchant computer and the 10 terminals, and to connect to a central data processor operated by a funds transfer organisation, is usually provided by a vendor which specializes in equipment of this kind.

The data processor in turn has established connections to a banking network in which funds are transferred from a selected customer account to a merchant account. In this example, the data processor separates financial information for the banking network from rating and/or code information for a ratings processor which may be operated by a related or separate organisation.

Figure 3 outlines how the computer system of Figure 2 can be operated. The customer provides payment details to the merchant, by swiping a card, selecting an account, and entering a PIN (or later a signature) for example. The transaction details are then forwarded to the central data processor to cause a funds transfer in the banking network.

The transfer may be accepted or declined and the result is reported back to the merchant.

If accepted, the merchant computer and/or the POS terminal then prompt the consumer for a rating. The rating could be received while the merchant is waiting for confirmation that the transfer is approved or is being carried out, or after an "OK" message has been delivered. A simple prompt such as "rating appears on the POS terminal for example, at which point the consumer enters a numerical value. The consumer can point out to the merchant that service was good or bad, and therefore the nature of their rating, or simply ignore the prompt to create a null rating after a timeout. The rating can be printed on the receipt and/or the merchant documents, along with conventional details of the transaction.

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Similarly the merchant computer and/or the POS terminal may be enabled to generate an authorization code for a subsequent rating or expansion, typically a random alphanumeric sequence having a fixed length. The code is printed on the consumer's receipt and can be used through a website or other communication channel at a later date. The function is normally located in the central data processor although the merchant computer system can include a suitable generator program for this purpose. Where a payment is made by rphone, the operator computer screen could provide the code which is then passed on 00 verbally to the consumer or sent on a postal receipt. The merchant computer then sends further information to the central data processor, including the rating, code and possibly other details such as date, value or descriptors of the transaction, for analysis by the ratings processor.

Figure 4 shows a typical EFTPOS terminal, including a card reader, keypad and display, controlled by an internal microprocessor, memory and software system. Communication ports, power supply and so on are also not shown. Simple text messages such those mentioned above are presented to a user on the display, and may relate to nearby keys.

These terminals are provided to merchants in many different forms, usually with supporting software in a main computer and communication arrangement. Figures 5a, show typical receipts from a restaurant, based on a debit card and a credit card respectively, as might be printed for a customer from an associated device. A rating, web code and website are indicated in these examples. An existing confirmation code which is provided in some cases might be suitable as the authorization code, and may or may not need to be coupled to the merchant ID. Figure 6 gives more detail on how a terminal of this kind may be operated to include a rating/code function as described above.

Figure 7 shows an alternative rating system which could be implemented in relation to an online payment system, such as BPAY in Australia. In this example, the merchant issues an invoice to a customer/consumer who then logs on to a portal provided by their financial institution, typically an online banking facility, to make the payment. The financial institution typically presents the consumer with an interface which prompts for a 9/18 00

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K merchant code, a customer code, the amount required for payment, and an account from which the payment is to be taken. These details are passed on to a data processor in a funds transfer system which arranges transfer of funds from the consumer account into a merchant account. In this example, the interface also prompts the consumer for an optional rating which relates to the goods and/or services which were provided by the merchant. The rating is therefore provided at the point-of-payment (POP) which provides a degree of reliability regarding identity of the consumer and also that the Sconsumer was indeed a customer of the merchant. The payment system may also generate 00 an authorization code for use by the consumer to provide a rating after the payment has been made (APOP), at a ratings website or another suitable occasion. The rating and/or code information is sent by the financial institution to the central data processor, and from there to a ratings processor. The rating code is used by the processor for comparison if and when the consumer seeks to add a rating or vary the POP rating.

Figure 8 shows computer systems which may be involved with the combined payments and rating process of Figure 7. The consumer has received an invoice in paper or electronic form so the merchant computer is not necessarily directly involved in this example. The consumer uses the Internet or other communication network to contact a server provided by a financial institution or similar, typically the consumer's online banking facility. Details of the merchant, the consumer and the required payment are provided to the facility which then proceeds with a funds transfer to the merchant. The transfer takes place through a data processor and a banking network (of which the institution is typically already a member). The server operated by the institution also prompts the consumer for a POP rating, and/or generates an authorization code for an APOP rating. This data is transmitted to the data processor and from there forwarded to the ratings processor, or may be transmitted directly to the ratings processor, with merchant ID, consumer ID and/or other information relating to the transaction, such as the amount of the payment. Alternatively the central processor generates and transmits the authorisation code to the institution. If the consumer elects not to provide a rating at that time, the code may be provided nevertheless, and may be printed locally by the consumer on a receipt or simply stored by the server with other confirmation details, for 10/18 00 C-i later access by the consumer. The code might also be used by the consumer to change or expand the POP rating, if required by the ratings processor as confirmation of identity.

Figures 9a to 9d show a sequence of screen shots which form an interface in an online banking transaction of the kind described in relation to Figures 7 and 8. In this example, M the consumer is a customer of the Australian ISP called Telstra, and is paying a bill for $260.93 through a facility provided by the National Bank. The individual paying the bill C-K is offered an opportunity to rate the Telstra service, both numerically and by way of a 00 Scomment. Figure 10 outlines the operation of software in a server to provide an interface of this kind. The rating information becomes part of the overall data which, is input by the consumer when paying an invoice, and the code is part of the information which is generated or passed on by the institution. It will not always be appropriate to generate a rating option or code, depending on the particular merchant. In some cases the merchant may no wish to be involved in the rating system. In others, the nature of the biller's business may not be amenable to rating.

Figure 11 indicates a further alternative rating system which could be implemented in relation to an online payment system, such as AustraliaPost billpay, or in a hybrid system such as BPAY View. In this example, the merchant provides billing details, or complete ?0 invoices, directly to the financial institution, or similar organization which may be separate or part of the overall funds transfer system. The customer/consumer has previously registered and authorized the process in relation to particular merchants which are recognized by the organization, and may have provided the organization with funds or an authorization to debit one of the consumer's accounts. The consumer can then communicate with a server provided by the organization and arrange the required payments. As described above, the server prompts the consumer for a POP rating, and/or generates a code for an APOP rating.

Figure 12 shows computer systems which may be involved in a combined payment and ratings process as described in relation to Figure I I. Both the merchant and consumer computers are now shown interacting with a central data processor. Figure 13 outlines 11/18 00

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K how the central data processor may operate to process the consumer's payments and ratings.

Figure 14 shows two processes which may be carried out at the ratings processor, which is typically part of, or in communication with a website. In the first process, the processor receives data from the central processor, including a consumer POP rating and/or the code which was generated for the consumer. Other data may include date, value, descriptors and so on which may be useful on the website. The processor verifies 00 the merchant details and stores the rating along with details of the transaction, and the C 1 0 code, depending on the manner in which the website presents ratings to other consumers.

The rating is usually reviewed by an operator before publication. A database of ratings and other information accumulates over time, typically grouped by merchant. It is alternatively possible that the ratings processor generates the authorization codes in batches and provides these to the data processor for distribution to the merchants. Further analysis, such as weighting the value of the consumer's payment with the rating may also take place.

In the second process of Figure 14, the consumer typically has an account at the ratings website, and can log in to add or modify ratings. The website provides a suitable interface. In this example, the consumer provides the code to the website in order to make a new APOP rating in relation to the merchant which issued the code. The website has already received the code from the central data processor so is able to authenticate the rating, to a more reliable degree than would otherwise be possible. In a less stringent process, the consumer may not require registration, but simply enters the code which the processor then relates to a particular merchant. Alternatively the consumer may be required to enter both a merchant ID, such as a business number from an invoice or a receipt, along with the code. In some rating systems, the consumer may be required to provide a copy of an invoice for verification.

Another online common payment system involves a funds transfer made through the merchant's website. The merchant has either created a site which provides for secure 12/18 00 Scommunication with the consumer (eg. SSL) and uses validation software, or engages a third party such as PayPal to process transactions. Consumer ratings can also be received through systems of this kind, and similarly authorization codes can be generated and issued to the consumer. However, these systems are mainly used in relation to sale of goods, where the consumer pays in advance. The consumer will therefore not usually be in a position to provide a rating until after the goods have been received. Nevertheless a suitable code may be generated by the merchant, the central processor or clearing house, or the third party, and forwarded to the ratings processor for an APOP process.

00 Online payment systems may become available on mobile devices such as cell phones, using interfaces of the general kind shown in Figures 9a to 9d for example. In these cases the rating systems can be modified to provide codes to the consumers by SMS, email or similar, rather than requiring the consumer to take note of the code before the interface is closed.

The authorization code is preferably a unique reference to a particular merchant and a particular transaction, so the consumer need not provide any additional information.

However, in some systems the code may only be meaningful in combination with a merchant ID, a consumer ID or other information. The code may also only be valid for a limited period of time, such as a week after the code was issued. These strategies will assist reducing the number of characters required when generating the code, given the multitude of electronic payments which take place each day. Validity information and a URL for the ratings website may be printed on the receipt or other document to assist the consumer.

It will be appreciated the invention may be varied in many ways without risking the security of existing payment systems. For example, the systems described here also provide a convenient way for consumers to provide feedback direct to the merchants, without necessarily creating a specific rating, or any information which will necessarily be published. The POS terminal or the central data processor would simply forward the consumer input to the respective merchant, rather than a ratings website.

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Claims

3. A method according to claim I further including transmitting an authorization code to a POS system for the consumer to use in when rating the merchant at a later date.
4. A method according to claim 1 further including receiving an authorization code generated at a POS system for the consumer to use in relation to the merchant A method according to claim 4 wherein the authorization code is generated by a point-of-sale terminal, a merchant computer, or an online bill payment interface.
6. A method of enabling a rating from a consumer, including: receiving consumer financial data relating to a required payment, arranging transfer of funds from a consumer account to a merchant account, if the transfer is approved or carried out, generating an authorization code for the consumer, and forwarding the authorization code to a ratings processor. 14/I 8 00 S 7. A method of collecting a rating from a consumer at point-of-sale/payment, including: receiving financial details to enable payment of a merchant charge to the consumer, transmitting the financial details to a central data processing system, Sreceiving confirmation from the data processing system of funds availability Sand/or funds transfer into a merchant account, 00 receiving rating information from the consumer in relation to the merchant, and 00 Stransmitting the rating information to the processing system. ~1
8. A method according to claim 7 wherein the financial details are read from a consumer card or other device and/or input manually by the consumer
9. A method according to claim 7 wherein the rating is expressed as a numerical value within a fixed range and provided manually by the consumer. A POS terminal which implements a method as claimed in any of the preceding claims.
11. A method of enabling a consumer at point-of-sale/payment to rate a merchant, including: receiving financial details to enable payment of a merchant charge to the consumer, transmitting the financial details to a central data processing system, receiving confirmation from the data processing system of funds availability and/or funds transfer into a merchant account, generating or receiving a rating authorization code for the consumer in relation to the merchant, and providing the code to the consumer. 15/18 00 if code generated locally then transmitting the rating code to the processing system. Z
12. A method according to claim 11 wherein the financial details are read from a consumer card or other device and/or input manually by the consumer Mc 13. A method according to claim 11 further including printing the code on a receipt of C other document given to the consumer. 00 C' 10 14. An eftpos terminal and/or associated equipment which implements a method as claimed in any of the preceding claims. A method of collecting a rating from a consumer at point-of-payment of a bill, including: presenting an interface containing payment options for the consumer, receiving financial details to enable payment of a merchant charge to the consumer, transmitting the financial details to a central data processing system, receiving confirmation from the data processing system of funds transfer to a merchant account, receiving rating information from the consumer in relation to the merchant, and transmitting the rating information to the processing system.
16. A method according to claim 15 further including receiving an authorization code from the data processing system, or generating an authorization code and forwarding to the data processing system..
17. A method of providing business ratings for consumers, including: receiving rating information from a data processor in a financial transaction system, 16/18 00 C determining merchants in relation to individual items of the rating information, and presenting merchant information and respective rating information.
18. A method of collecting business ratings from consumers, including: Cc receiving authorization codes from a financial transaction system, Cc receiving authorization codes from individual consumers, 0 comparing the codes to determine whether each consumer is entitled to make a 00 Srating, and C 10 receiving ratings from entitled consumers.
19. A method of collecting business ratings from consumers, including: generating authorization codes, transmitting the codes to a financial transaction system, receiving authorization codes from individual consumers, comparing the codes to determine whether each consumer is entitled to make a rating, and receiving ratings from entitled consumers.
20. A method of collecting business ratings substantially as herein described with reference to the accompanying drawings. 17/18