Photo integrity: 1 signal. A person must check the photos before anything is filed or sent. A signal is a reason to look, not a verdict on the customer: see the Integrity row under the photos.
Decision
Needs your judgement. The agent flagged this case: low confidence, high value, or something in the report or the photos that needs a check. A flag is a reason to look, not a verdict.
Ask for more photos
Ask the customer for clearer photos.
Carrier claim
no · nothing to file with the carrier
Why
- Order #1002 found for Hugo Bernard with one linocut print, oak frame 40x50 cm.
- Photo shows a smashed white ceramic vase in a box, which does not match the ordered print.
- check_photo_integrity returned a signal for Photo 1: it matches a demo photo filed for a different order and customer, so the photos need a check by a human.
- Because the item in the photo differs from the order and the photo integrity signal requires review, a reshipment cannot be approved yet and no carrier claim is filed.
- Guardrail: confidence 0.25 is below 0.7
- Guardrail: fraud or manipulation suspected
- Guardrail: photo integrity: Photo 1 is one of the demo photos shipped with Gilmend, filed for an order and customer that are not its demo case. A person must check the photos before anything is filed or sent.
Not claimed
The agent did not prepare a claim for this case (would have been up to €89).
The most the carrier's rules would allow, worked out by code. Nothing is waiting to be filed and no deadline is running.
Your review
The agent proposes, you decide. Nothing leaves Gilmend from this page.
Protected demo
This public demo only lets people with the access code approve, edit or reject a case.
The customer replied
Customer report and evidence
Hello, the vase in my parcel arrived smashed. Please send a replacement. Photo attached.
Photos
1 photoThe outline is what SAM 3.1 matched on the photo (the item, its pieces or the box), not a verdict on the damage. The damage itself is read in the assessment below.
Photo 1, as sent by the customer 
Outlined by SAM 3.1: what it matched (the item, its pieces or the box) Annotated with SAM 3.1SAM 3.1 outlined 5 regions matching "broken pottery" (confidence 0.76, 0.76, 0.75, 0.75, 0.75). No region for "ceramic vase". The outline shows what SAM matched for these concepts, not the damage itself; it is not a damage verdict.
Integrity
1 signal: a person must lookCalled by the agent- Photo 1 is one of the demo photos shipped with Gilmend, filed for an order and customer that are not its demo case.
- Same photo elsewhere
Compared with 3 photos from 2 earlier cases and 6 demo photos.
- Photo 1: looks like
- a demo photo: The demo photo of demo case demo-1-vase-broken, filed for another order or customer (hash distance 0/64 and 0/64)
- Photo 1: looks like
- Capture date and delivery
Delivery: 27 Oct 2026, 09:23 UTC.
- Photo 1: no capture date in the file. Most apps strip it, so this is not a signal.
- No capture date in the metadata of photo 1. Most apps and messengers strip it when a photo is shared, so a missing date is normal and is not treated as a signal.
The comparison uses perceptual hashes: it catches the same file after a resize or a re-save, not a crop, a mirror image, an edit or a photo of a screen. A clean result does not prove the photos are genuine, and a signal is a reason to look, not a verdict on the customer. Cases filed before this check existed hold no hash and cannot be compared.
What the agent saw
- Item
- white ceramic vase
- Damage
- Broken product
- Severity
- Total loss
- Carrier likely at fault
- Yes
- Packaging
- Cannot tell from the photos
- Photo quality
- Good
- white ceramic vase in many fragments inside open cardboard box
- crumpled brown packing paper around fragments
- order #1002 lists a linocut print, not a vase
Order
- Order
- #1002
- Customer
- Hugo Bernard
- Total
- €97.90
- Carrier
- Chronopost Chrono 13
- Tracking number
- XW990010021TS
- Weight
- 1.6 kg
- Delivered
- 27 Oct 2026
- Ship to
- Nantes, FR
- 1 × Linocut print, oak frame 40x50 cm€89
Carrier claim
Not claimedComputed by code from the carrier's rules, not by the model.
Not claimed: the agent did not prepare a claim for this case, so nothing is waiting to be filed and no deadline is running. The amount below is what the carrier's rules would allow.
- Would have been up to
- €89
- Damage to the goods is documented: broken product, severity total.
- The carrier is the likely cause of the damage.
- The customer reported the damage 26.0 h after delivery, inside the 72 h reserve window (closes 2026-10-30T09:23Z).
- Maximum compensation: min(item value 89.00 EUR, 250.00 EUR per parcel, cap 250.00 EUR) = 89.00 EUR under Chronopost (professional terms) terms.
- The claim must be filed by 2026-10-30T09:23Z (1 day left).
- Warning: the photos do not show whether the packaging was adequate; the carrier may refuse compensation if it was not.
- Note: Chronopost pays on supporting documents (purchase invoice dated no later than the shipping day, photos of the damage).
Carrier rules used: Chronopost (professional terms)
- Compensation
- €250 per parcel, capped at €250
- Reserves within
- 72 h of delivery
- Claim within
- 3 days
- UnverifiedFigures are for the public professional terms; a negotiated contract may differ (not public). UNVERIFIED for those merchants.
- Without detailed written reserves on the delivery slip, the claimant must prove that the damage comes from transport; photos taken at delivery matter.
- Insufficient packaging and the shipper's own fault are excluded; the optional insurance (up to 5000 EUR) is not modelled and the order does not say whether it was bought.
- Claims are filed by the merchant through the online customer service form or live chat; no claim API was found. The shipping fee must have been paid.
Figures and how sure we are
- Default limit per parcel: 250 EUR per parcel
The terms page shows no edition date. Needs supporting documents (invoice, photos).
Verifiedchecked 27 Oct 2026 - Chrono 18 / Classic / Relais Europe and mobile phone items: 23 EUR/kg, max 690 EUR: 23 EUR/kg, 690 EUR
Mobile phone items are detected by a keyword match on item titles (phone, smartphone, iphone, telephone); this heuristic is not an official list.
Verifiedchecked 27 Oct 2026 - Time limit to claim (professional shipper, France): 3 days after delivery
14 days apply to consumer shippers, which is not our case. Counted in calendar days, which is never later than the real deadline.
Verifiedchecked 27 Oct 2026 - Reserve window after delivery: 72 hours
Same 3-day window as the claim. The clause asking for written reserves on the delivery slip comes from the research notes of 2026-10-22 and was not re-read.
Verifiedchecked 27 Oct 2026
Sources
Claim document
No claim document: this case does not need a carrier claim.
Reply to the customer
Drafted by the agent. It is only sent if you send it yourself.
Agent reasoning trace
16 stepsShow traceHide trace
Newest step first: the outcome, then how the agent got there. Amounts and deadlines are worked out by code, never by the model.
- Muse Spark 1.3 reads, reasons, writes
- SAM 3.1 outlines what it matches
- Code rules, maths, documents
- Guardrail code that corrects the model
- Case ready for review: ask_more_photos (needs a human)
- Guardrail: needsHuman confirmed: photo integrity: Photo 1 is one of the demo photos shipped with Gilmend, filed for an order and customer that are not its demo case. A person must check the photos before anything is filed or sent.
- Guardrail: needsHuman confirmed: fraud or manipulation suspected
- Guardrail: needsHuman confirmed: confidence 0.25 is below 0.7
- Engine: muse-spark-1.3 (Muse Spark 1.3 (Meta Model API))