Touch point and attribute tracking system and process

A manufacturer's product registration system, comprising:

• a database system storing product registration information concerning a plurality of video game consoles and return policy information for a plurality of retailers that sell the videogame consoles, said product registration information including, for each console, a Serial Number (SN) associated with that console, the date on which that console was shipped to a retailer, an identity of the retailer, and, if the console was sold to a consumer, the date on which the console was sold to the consumer, and said return policy information concerning a pre-established return policy for each retailer;
• IVR means for permitting a retail clerk to telephonically enter a Serial Number to query the database system to track a particular videogame console through its life cycle, wherein said database utilizes said (TP) and attribute information for processing and queries, wherein the query invokes one or more procedures operable to determine the identify of the retailer that sold the sold the videogame console, and access the return policy for the retailer;
• and
• a returns tool that provides a means by which a retailer can request a return merchandise authorization (RMA) for the videogame console to be returned to the manufacturer, wherein the returns tool includes means for communication over a network with the database system, and the return merchandise authorization is based on the return policy of the retailer that sold the console regardless of the return policy of the retailer that the console is being returned to.