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Gilmend
Engine used for new reports:Muse Spark 1.3 (Meta Model API)
Report a damaged parcel
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#1001Camille Laurent

Needs reviewMuse Spark 1.3 (Meta Model API)Reported 28 Oct 2026, 12:21

Decision

Reship

Send the customer a replacement.

Carrier claim

yes · a claim is prepared for you

Confidence95%

Why

  • Order #1001 found for Camille Laurent, Hand-thrown stoneware vase, tall.
  • Photo shows white ceramic vase in many pieces inside box, severity total, carrier likely at fault.
  • check_photo_integrity: no signals.
  • compute_claim eligible=true, max 52.90 EUR, reserve closes 2026-10-30T15:21:14.873Z, claim deadline 2027-10-23T15:21:14.873Z.
  • Customer requested reship, damage documented, so reship with carrier claim.

Maximum compensation

€52.90
356 days leftClaim by 23 Oct 2027

The most the carrier's rules allow, worked out by code. Not a promise of payment.

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.

Customer report and evidence

Hi, my vase arrived broken this morning. The box looked fine from outside but the vase is in several pieces. Order #1001, photo attached. Can you send a new one?

Photos

1 photo

The 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.

  • Customer photo 1
    Photo 1, as sent by the customer
    Photo 1 outlined by SAM 3.1
    Outlined by SAM 3.1: what it matched (the item, its pieces or the box). This image goes in the claim

    Annotated with SAM 3.1SAM 3.1 outlined 5 regions matching "broken pottery" (confidence 0.75, 0.75, 0.75, 0.75, 0.75). Also matched "white ceramic vase", with regions already kept or less confident. The outline shows what SAM matched for these concepts, not the damage itself; it is not a damage verdict.

Integrity

No signalCalled by the agent
Same photo elsewhere

Compared with 0 photos from 0 earlier cases and 6 demo photos.

  • Photo 1: looks like
    • a demo photo: Its own demo photo (reuse by design) (hash distance 0/64 and 0/64)
Capture date and delivery

Delivery: 27 Oct 2026, 15:21 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.
  • A photo also appears in a case of the same order and customer (or is the demo photo of its own demo case): a report filed again is expected, not 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 shards inside open cardboard box
  • crumpled brown packing paper visible around pieces
  • box flaps open, outer damage not visible in this view

Order

Order
#1001
Customer
Camille Laurent
Total
€64.90
Carrier
Colissimo Domicile sans signature
Tracking number
6A99001001001
Weight
2.3 kg
Delivered
27 Oct 2026
Ship to
Lyon, FR
  • 1 × Hand-thrown stoneware vase, tall€58

Carrier claim

EligibleComputed by code from the carrier's rules, not by the model.

Max. compensation
€52.90
Claim deadline
23 Oct 2027356 days left
Reserves due by
30 Oct 2026, 16:21
  • Damage to the goods is documented: broken product, severity total.
  • The carrier is the likely cause of the damage.
  • The customer reported the damage 20.0 h after delivery, inside the 72 h reserve window (closes 2026-10-30T15:21Z).
  • Maximum compensation: min(item value 58.00 EUR, 23 EUR/kg x 2.3 kg = 52.90 EUR, cap 690.00 EUR) = 52.90 EUR under Colissimo (La Poste) terms.
  • The claim must be filed by 2027-10-23T15:21Z (360 days left).
  • Warning: the photos do not show whether the packaging was adequate; the carrier may refuse compensation if it was not.
  • Note: Colissimo pays the purchase value of the content (supplier invoice), or 70% of the sale value without one. This ceiling uses the order's sale price, so the final indemnity may be lower.

Carrier rules used: Colissimo (La Poste)

Compensation
€23 per kg, capped at €690
Reserves within
72 h of delivery
Claim within
365 days
  • UnverifiedThe 3-day reserve window (L133-3) is applied to Colissimo out of prudence only; no official text confirms it for La Poste parcels. It never blocks a claim, it only adds a warning.
  • Dated sourceThe amounts (23 EUR/kg, 690 EUR, 33 EUR/kg, 990 EUR) and the 12-month limit come from the 2020-12-08 edition of the general terms; the 2026 edition is not public. Ask the merchant's Colissimo adviser for the current contract.
  • Colissimo pays the purchase value of the content (supplier invoice), or 70% of the sale value without one. The order only carries the sale price, so the ceiling computed here uses the sale price and the real indemnity may be lower.
  • No indemnity when the packaging is unsuitable for the content, and no indirect damage. Shipping fees are refunded only for a total loss. Only the weight measured by La Poste counts; the order's declared weight is used here.
  • The ad valorem option (up to 1000 or 5000 EUR) replaces the standard indemnity and is not modelled; the order does not say whether it was bought. A high-value parcel must go to a human.
  • Claims are filed by the merchant in the Colissimo Box tracking tool (OSC); no claim API was found.

Figures and how sure we are

  • Indemnity per kg (standard offers): 23 EUR/kg

    Read in the 2020-12-08 edition. The 2026 general terms are not public, so the current figure is not confirmed.

    Dated sourcechecked 27 Oct 2026
  • Cap per parcel (standard offers): 690 EUR

    Same edition as above. Applies to parcels over 1 kg; up to 1 kg the indemnity is 23 EUR/kg prorated by weight.

    Dated sourcechecked 27 Oct 2026
  • Domicile with signature: 33 EUR/kg, cap 990 EUR: 33 EUR/kg, 990 EUR

    Same edition as above.

    Dated sourcechecked 27 Oct 2026
  • Time limit to claim: 12 months from the day after pick-up (France)

    Modelled as 365 days counted from the order creation date, because the order has no pick-up date; this is earlier than the real deadline, so it errs on the safe side.

    Dated sourcechecked 27 Oct 2026
  • Reserve window after delivery: 72 h (prudential)

    L133-3 itself was read, but we could not confirm that it applies to Colissimo parcels (postal regime). The Colissimo general terms set no such deadline. Applied as a warning only, never as a hard block.

    Unverifiedchecked 27 Oct 2026

Sources

Claim document

Download PDF

E-mail to the carrier's claims department

Ready to send. Gilmend does not send it.

Subject
Damage claim - parcel 6A99001001001 - order #1001
Dear Sir or Madam,

I am writing on behalf of Maison Demo (demo merchant), sender of the parcel below, to report damage found when the parcel was opened.

- Carrier: Colissimo (La Poste) (Colissimo Domicile sans signature)
- Tracking number: 6A99001001001
- Order: #1001
- Weight: 2.3 kg
- Value of the contents: €58.00
- Delivered on: 27 October 2026
- Damage reported on: 28 October 2026

Damage found: white ceramic vase (product broken or damaged, product beyond repair). The attached photos show the state of the parcel and of the product.

Compensation claimed: €52.90, under the terms of your contract (details in the attached claim file).
This claim is filed in time: the claim deadline is 23 October 2027, 17:21 (Paris time).
Reserve deadline: 30 October 2026, 16:21 (Paris time).

Please find attached the claim file (PDF) and the photos. The purchase invoice of the contents follows or is attached separately.
Please confirm receipt of this claim and keep me informed of its progress.

Kind regards,
Maison Demo (demo merchant)
12 rue de la Démo, 75011 Paris, France
claims@maison-demo.example

Reply to the customer

English

Drafted by the agent. It is only sent if you send it yourself.

Agent reasoning trace

13 stepsShow 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
Wednesday 28 October, 13 updates
  1. Case ready for review: reshipCode · +29 s
  13. Engine: muse-spark-1.3 (Muse Spark 1.3 (Meta Model API))Code · +0 ms