(19) United States
`(12) Patent Application Publication (10) Pub. No.: US 2002/0143655 A1
`(43) Pub. Date:
`Oct. 3, 2002
`Elston et al.
`
`US 2002O143655A1
`
`(54) REMOTE ORDERING SYSTEM FOR
`MOBILE COMMERCE
`(76) Inventors: Stephen Elston, Seattle, WA (US);
`Barry Smith, Kirkland, WA (US);
`David H. Edelstein, Seattle, WA (US);
`Carman R. Wenkoff, Kirkland, WA
`(US); Kevin G. Brown, Seattle, WA
`(US); Brandon W. Lonac, Seattle, WA
`(US); Jeffrey S. Nemecek, Bothell, WA
`(US); Eugene Brownell, Redmond, WA
`(US); Brent Bolleman, Redmond, WA
`(US); Jason Strashek, Kirkland, WA
`(US)
`Correspondence Address:
`Carman Wenkoff
`ONTAIN CORPORATION
`Suite C-245
`1750 - 112th Avenue NE
`Bellevue, WA 98004 (US)
`Appl. No.:
`10/082,057
`
`Feb. 26, 2002
`Related U.S. Application Data
`(60) Provisional application No. 60/280,105, filed on Apr.
`2, 2001. Provisional application No. 60/281,287, filed
`on Apr. 3, 2001.
`
`(21)
`(22) Filed:
`
`Publication Classification
`
`(51) Int. Cl." ..................................................... G06F 17/60
`(52) U.S. Cl. ................................................................ 705/26
`
`(57)
`
`ABSTRACT
`
`A remote ordering System particularly Suited to mobile
`customers placing remote orders with any one of a group of
`affiliated merchants for pick up by the customer at a specific
`merchant location. The System includes a database or Store
`information directory that contains information characteriz
`ing order-processing features for each location. The infor
`mation is preferably organized according to a Schema cor
`responding to the organizational Structure of the group of
`merchants. The information may include order fulfillment
`capability, menus, prices, payment features, taxes, Security
`protocols and System administration privileges Specific to
`each merchant location or Sub-groups of merchant locations.
`The system of the invention allows the remote ordering
`System to effectively pre-clear, pre-process and pre-pay
`remote orders and to effect post-Sale Settlement and report
`ing according to guidelines applicable to each specific
`location in the merchant group, leaving the Specific location
`to complete only the actual order fulfillment.
`
`Order
`Deliver
`y
`System
`
`Customer
`AcceSS
`Gateway
`
`
`
`
`
`
`
`
`
`
`
`Merchant IT
`Equipment
`
`
`
`
`
`
`
`
`
`
`
`Access
`Devices
`
`CRM
`System
`
`54
`
`28
`
`Security
`
`
`
`Payment Switch
`
`t
`
`14
`
`O
`
`16
`
`46
`
`Stored Value
`Processor
`
`External
`Payment
`Processors
`
`Location
`services
`providers
`
`Database
`Management System
`
`Security
`Information
`
`Store
`Information Warehouse
`Dircctor
`
`
`
`34
`
`36
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 1
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002. Sheet 1 of 40
`
`US 2002/014.3655A1
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 2
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002 Sheet 2 of 40
`
`US 2002/0143655 A1
`
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`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 3
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 3
`
`
`

`

`Patent Application Publication
`
`0
`
`4
`
`US 2002/0143655 A1
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`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 4
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 4
`
`
`

`

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`
`US 2002/0143655 A1
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`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 5
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 5
`
`
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002. Sheet 5 of 40
`
`US 2002/014.3655A1
`
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`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 6
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002. Sheet 6 of 40
`
`US 2002/0143655A1
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`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 7
`
`

`

`US 2002/0143655 A1
`
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`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 8
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 8
`
`
`
`

`

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`
`US 2002/0143655 A1
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`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 9
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 9
`
`
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002 Sheet 9 of 40
`
`US 2002/014.3655 A1
`
`Customer dials RO system
`
`150
`
`
`
`
`
`
`
`Consumer dials
`number of local
`Store?
`
`No
`
`Call is routed to national (800)
`number (optional).
`
`
`
`Call Connect to electronic
`commerce system
`
`Dialed digits (DNIS) and calling
`number (ANI) are detected
`
`Intended Store location is
`identified from dialed digits
`(DNIS)
`
`
`
`
`
`
`
`
`
`
`
`Continue Order
`processing
`
`Call Connect to electronic
`commerce system
`
`154
`
`Dialed digits (DNIS) and
`calling number (ANI) are -168
`detected
`
`Figure 4. Order Call Routing and Processing
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 10
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002 Sheet 10 of 40 US 2002/0143655A1
`
`Initiate order delivery to
`Store location
`
`Look up store Connection routing
`information
`
`50
`
`availability flag Se
`Or merchant location2
`Yes
`Establish connection to terminal
`at Store
`
`
`
`
`
`
`
`
`
`
`
`Connection Successful?
`
`No
`
`
`
`Yes
`Authenticate Connection to the
`terminal at Store
`
`
`
`228, 230,
`232, 234
`
`Authentication Successful
`
`
`
`Transmit Order to terminal
`
`S Order transmission
`acknowledged?
`
`NO
`
`Yes
`
`s
`O A D
`Figure 5A. Order Transmission Process
`
`)
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 11
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002 Sheet 11 of 40 US 2002/0143655A1
`
`Sprinting/display
`acknowledged?
`
`
`
`
`
`ls order receipt
`acknowledged by
`employee?
`
`
`
`Yes
`Order delivery
`Successful
`
`Set error flag
`
`Set network failure alarm
`
`Set merchant terminal availability
`flag
`
`Look up alternative store
`Connection routing information
`
`58
`
`60
`
`62
`
`Figure 5B. Order Transmission Process
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 12
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002 Sheet 12 of 40
`
`US 2002/014.3655A1
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`
`ls availability
`flag set for merchant
`location?
`
`NO
`
`
`
`
`
`
`
`Establish connection
`
`
`
`Connection
`Successful?
`Yes
`
`Transmit order
`
`
`
`S order transmissio
`acknowledged?
`
`No
`
`Yes
`Order transmission
`SuCCessful
`
`68
`
`Yes
`
`ls another
`alternative
`available?
`
`NO
`
`
`
`Can Customer
`be contacted?
`
`NO
`
`Yes
`Establish Connection
`
`72
`
`
`
`Connection
`Successful?
`Yes
`Transmit failure notice to
`Customer
`
`No
`
`74
`
`Rotaxation lear
`
`failure
`
`76
`
`Set alarm for operations
`staff
`
`78
`
`Figure 5C. Order Transmission Process
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 13
`
`

`

`aP
`
`US 2002/0143655 A1
`
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`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 14
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 14
`
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002 Sheet 14 of 40
`
`US 2002/014.3655 A1
`
`
`
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`
`
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 15
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002 Sheet 15 of 40 US 2002/014.3655A1
`
`Order arrives at Store
`
`Order is displayed and/or printed.
`(Optionally: Display or print out
`includes vehicle description.)
`
`
`
`
`
`
`
`
`
`Employee
`
`ls speaker System
`available?
`
`
`
`YeS
`Customer tells employee user
`ID, telephone number or other
`identifier.
`
`Figure 7A. Curb/Driveup Service Process
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 16
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002. Sheet 16 of 40 US 2002/0143655A1
`
`O B D
`
`
`
`Optionally, employee verifies
`customer vehicle type.
`
`408
`
`10
`Optionally, employee identifies
`customer by vehicle type.
`Alternatively, customer tells
`employee user ID or other
`identifier.
`
`Order is presented to customer
`
`412
`
`
`
`
`
`
`
`
`
`ls payment
`adjustment required2
`
`Adjustment is entered into
`terminal or onto receipt.
`
`Delivery complete
`
`Figure 7B. Curb/Driveup Service Process
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 17
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002 Sheet 17 of 40 US 2002/0143655A1
`
`Customer complaint or order
`Cannot be fulfilled.
`
`Need for Consumer refund is
`determined.
`
`Employee attempts to retrieve the
`Customer transaction information
`through the terminal by reference
`indicator
`
`450
`
`452
`
`ls the transaction
`information
`still in the terminal?
`
`Yes
`
`Terminal queries remote order system
`by user ID, transaction number, or
`Other identifier.
`
`Remote order system transmits
`transaction data to terminal.
`
`458
`
`
`
`
`
`
`
`
`
`Figure 8A. Typical flow for issuing a refund to
`Consumer remote Order account
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 18
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002 Sheet 18 of 40 US 2002/0143655A1
`
`
`
`S Connection Successful,
`transaction data available and
`transmitted successfully?
`
`
`
`
`
`Transaction information is displayed on
`POS terminal
`
`
`
`
`
`
`
`ls desired transaction
`displayed?
`
`
`
`Employee initiates
`manual refund
`process. ACCount
`records updated.
`
`Figure 8B. Typical flow for issuing a refund to
`Customer remote Order account
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 19
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002. Sheet 19 of 40
`
`US 2002/014.3655 A1
`
`Refund amount (full or partial) is
`entered into POS terminal
`
`Merchant employee ID or authorization
`Code is entered into POS terminal
`
`468
`
`470
`
`Refund information is transmitted back
`to the remote order system
`
`472
`
`
`
`Consumer account balance is updated
`in mobile commerce system and
`transaction log updated
`
`Receipt showing refund
`confirmation is printed
`for Consumer On POS
`terminal
`
`
`
`
`
`
`
`
`
`
`
`
`
`Confirmation of refund is
`presented through
`Consumer's wireless
`device
`
`Refund transaction is locked down in
`remote order system.
`
`Figure 8C. Typical flow for issuing a refund to
`Customer remote order account
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 20
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002. Sheet 20 of 40
`
`US 2002/014.3655 A1
`
`ZO00
`
`
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 21
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002 Sheet 21 of 40
`
`US 2002/0143655 A1
`
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`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 22
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`
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`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 22
`
`
`
`
`
`
`

`

`Patent Application Publication
`
`Oct. 3, 2002 Sheet 22 of 40
`
`US 2002/0143655 A1
`
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`US 2002/0143655 A1
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`Oct. 3, 2002
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`REMOTE ORDERING SYSTEM FOR MOBILE
`COMMERCE
`
`CROSS-REFERENCE TO RELATED
`APPLICATIONS
`0001) This application claims the benefit under 35 U.S.C.
`119(e) of earlier filed U.S. Provisional Application No.
`60/280,105, filed Apr. 2, 2001 and U.S. Provisional Appli
`cation No. 60/287,287, filed Apr. 30, 2001.
`
`FIELD OF THE INVENTION
`0002 This invention relates to electronic shopping sys
`tems. In particular the invention relates to a System enabling
`mobile customers to remotely place orders with any one of
`a group of affiliated merchants for pick up by the customer
`at a specific merchant location.
`
`BACKGROUND OF THE INVENTION
`0003. The components and subsystems required to imple
`ment electronic commerce Systems are relatively well
`known, particularly in the field of Internet-based electronic
`commerce. An example of Such prior art Systems is disclosed
`in Chelliah et al., U.S. Pat. No. 5,710,887.
`0004. However, most of such Internet-based electronic
`commerce relies on the concept of the virtual Store or
`electronic Storefront rather than Specific physical Store loca
`tions to Service the customer. Typically, the customer places
`an order through the electronic Storefront, effects payment
`and the product or Service is eventually shipped to the
`customer, without the customer being concerned with the
`physical location from which the product or Service is
`Supplied.
`0005. In at least one case, grocery orders may be placed
`through a browser for either delivery or pick up at a physical
`store location. Albertson's Inc. provides a web site (www.al
`bertsons.com) wherein the customer identifies a geographic
`region (e.g. Seattle or San Diego) in which the customer is
`located. The order is fulfilled from a central warehouse in
`that region, although the customer may specify that the order
`is to be delivered to a physical Store location for pick up by
`the customer.
`0006 Unlike such systems, the present invention relates
`Specifically to mobile commerce and in particular to the
`ability of a mobile customer to place an order at a specific
`physical store location for both fulfillment and nearly imme
`diate pick up by the customer at that physical location. It will
`be appreciated that a pick-up Sales model will be of par
`ticular interest to mobile customers.
`0007 Various prior art systems have addressed specific
`aspects of product ordering for pick up by mobile customers.
`0008) Djupsjobacka et al. PCT/IB00/01358 (WO
`01/25985) discloses a method for facilitating shopping with
`a mobile device to obtain a plurality of goods or Services
`from a group of merchants at the same physical location. The
`System produces an itinerary for the customer to shop more
`efficiently at that location.
`0009 Hall et al. U.S. Pat. No. 6,026,375 discloses a
`System for accurately Scheduling the completion of a mobile
`customer's order to coincide with the arrival of the customer
`at the physical Store location.
`
`0010 Some prior art systems locate additional facilities
`at the merchant's physical location to accommodate remote
`orders. For example, Dodson et al. PCT/US00/21943 (WO
`01/13298 A2) discloses a mobile commerce platform
`wherein a mobile customer is provided with a menu and
`places an order, the vendor at a specific physical location
`accepts or declines the order through a merchant terminal,
`and the customer picks up the goods or Services. A merchant
`terminal in accordance with the invention includes buttons
`for displaying a current order, a log of orders received, and
`for accepting a received order.
`0011. The case of affiliated groups of merchants, such as
`in national Store chains or franchises, presents specific
`problems not addressed in the prior art. In Such cases, it is
`not practical to have mobile commerce Systems that are
`effectively Separate for each physical Store location. A Single
`chain-wide mobile commerce platform would be desirable
`for customer convenience, to ensure consistency across the
`chain, and to minimize the administrative effort required by
`the merchant(s). However, providing a single mobile com
`merce platform for a chain of merchants presents its own
`difficulties. Chains of merchants often offer a minimum
`menu of products carried by all outlets in the chain, as well
`as regional or location Specific product offerings. In addi
`tion, different entities with group of affiliated merchants may
`have varying levels of authority to modify features Such as
`menus, times during which certain menu items are available,
`prices and promotions. A regional master franchiser may
`have authority to alter these features but only within its
`region. In addition individual franchisees may be entitled to
`modify their outlet offerings, but not for nationally or
`regionally mandated menu items, but yet may have final
`authority on pricing at their own location. In geographically
`distributed chains, varying tax and regulatory considerations
`may also apply. There may be more or less access to
`information from asSociated merchants depending on the
`types of relationships between them. For example, a chain
`operator may have access to detailed Sales reports from
`company-owned Stores, but may not have the right to receive
`the same detailed information from franchises.
`0012. It is therefore an object of the present invention to
`provide a complete mobile commerce System that is par
`ticularly Suited to facilitating mobile commerce with groups
`of affiliated merchants.
`0013. It is a further object of the invention to provide
`Such a System that is well Suited to a pick up Sales model for
`mobile customers.
`0014.
`It is a further object of the invention to provide a
`mobile commerce platform that is easily and effectively
`integrated with the physical merchant's existing Systems,
`Store processes and procedures.
`0015. Other objects of the invention will be appreciated
`by reference to the disclosure that follows.
`
`SUMMARY OF THE INVENTION
`0016. The invention consists of a complete remote order
`ing platform and method particularly Suited for mobile or
`wireleSS commerce wherein a customer places an order with
`one physical outlet among a group of affiliated merchants for
`fulfillment and pick up by the customer at a specific mer
`chant location.
`
`Petitioners Microsoft Corporation and HP Inc. - Ex. 1021, p. 42
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`Oct. 3, 2002
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`0017. The preferred embodiment of the system of the
`invention includes merchant and customer gateways, trans
`action management functionality, Security management,
`order fulfillment capability assessment, payment Systems,
`order delivery to a customer-Selected location, and post-Sale
`functionality including Settlement, data warehousing and
`reporting functions, all tailored to mobile commerce with
`groups of affiliated merchants, Such as Store or restaurant
`chains and franchises.
`0.018. In order to minimize the transaction processing
`burden on the local merchant's Systems, the remote ordering
`System of the invention is capable of handling Substantially
`all Steps in the Sales transaction Save for actual order
`fulfillment, and delivers to the merchant's location a com
`plete, paid-up order for direct fulfillment.
`0019. The ability to assess order fulfillment capability
`and to complete orderS is achieved in part by maintaining a
`database or store information directory of order fulfillment
`capability indicia for the plurality of Specific merchant
`locations. The directory includes a menu of product offer
`ings, prices, times available, Store hours and other Such
`features, all organized into a Schema or organizational
`Structure that accommodates the different offering from the
`various affiliated merchant locations and that is Synchro
`nized to the merchants Systems. The directory information
`is organized according to the organization or hierarchy of the
`Specific outlet locations in the group of affiliated merchants.
`0020. The invention includes the necessary information
`and capacity to calculate pricing, promotional features and
`taxes without requiring real-time input from the merchant
`Systems.
`0021. The invention also comprises system administra
`tion capability which relies on a Security manager to Selec
`tively authorize the Setting or modification of System fea
`tures and information, including menu offering, price and
`other features, based on the individual merchant location's
`Status within the group of merchants and based on individual
`employee Status at the Specific merchant locations. Access to
`and modification of customer account information is also a
`function of the authorities and relationships within the group
`of associated merchants.
`0022. The reporting of information is also regulated by
`reference to the authorities and relationships within the
`grOup.
`0023 Settlement functions for both cash and promotional
`accounts are governed So as to also accommodate the
`Settlement protocols within the group.
`0024. The invention provides the mobile customer with
`immediate response as to availability, price, payment autho
`rization and other features of the Sales transaction for
`approval without requiring input from the merchant loca
`tion, thereby improving the Speed and responsiveness of the
`System to the customer.
`0.025 The merchant benefits from a reduced transaction
`processing burden in that the merchant's Systems are limited
`to receiving a completed, confirmed and paid-up order for
`immediate fulfillment, as well as an effective mobile com
`merce System that takes into account the particular situation
`and requirements of the individual merchant locations and
`their relationship to the group of affiliated merchants.
`
`0026. The owner or manager of the group, and the group
`as a whole, benefits from a common mobile commerce
`platform, and consolidated reporting and Settlement for the
`entire group of merchants.
`0027. The remote ordering system of the invention there
`fore significantly improves the attractiveness of remote
`ordering Systems for both the customer and the merchant
`and provides a means of encouraging the expansion of
`mobile electronic commerce, to the benefit of both custom
`erS and merchants.
`0028. In one aspect, the invention comprises a remote
`ordering System for use by at least one customer in placing
`an order for fulfillment at one of a plurality of affiliated
`merchants operating a plurality of different merchant loca
`tions. One or more Servers is adapted to receive and process
`an order that identifies a specific merchant location for
`fulfillment by that location, and to transmit the order to the
`Specific merchant location for fulfillment.
`0029. In a more particular aspect of the invention, the
`remote ordering System comprises a database comprising
`information Specific to each of the merchant locations. The
`information may be organized in a hierarchy corresponding
`to a hierarchy of Said merchant locations within Said plu
`rality of merchant locations.
`0030 The information may be selected from the group
`comprising: product or Service prices, order fulfillment
`capability criteria, payment criteria. The information may
`also include product or Service prices, and/or order fulfill
`ment capability criteria, Such as times at which specific
`products are offered, and/or an identification of Specific
`products that are not offered at a given merchant location.
`0031. According to another aspect of the invention, the
`remote ordering System includes information and param
`eters for operating the System, to enable perSonnel at each
`merchant location may modify certain of Such information
`and parameters. A database contains information specific to
`each of the merchant locations identifying levels of authority
`for perSonnel of the merchant location for effecting modi
`fications to the information or parameters.
`0032. The database may comprise information identify
`ing levels of authority for perSonnel administering the
`Servers for effecting modifications to the information or
`parameterS.
`0033. The information and parameters that may be selec
`tively modified may include product or Service price, appli
`cable taxes, promotions, identification of employees, times
`at which specific products are available, refund processing,
`payment information, financial information or types of
`reports.
`0034. The information identifying levels of authority is
`organized according to a Schema corresponding to a Schema
`of the merchants locations within the chain of merchants.
`0035) In another aspect of the invention, the remote
`order