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.
Reship
Send the customer a replacement.
Carrier claim
yes · a claim is prepared for you
Why
- Order #1001 found for camille.laurent@example.com with carrier colissimo and item Hand-thrown stoneware vase, tall
- Photo shows broken_product with severity total and photoQuality ok, carrierLikelyAtFault true
- compute_claim returned eligible=true with maxCompensationEur 52.9 and claimDeadline 2027-10-22T20:51:38.752Z and reserveDeadline 2026-10-29T20:51:38.752Z
- Guardrail: the photos suggest the packaging may be judged inadequate; the carrier may refuse compensation on that ground, so check the packing before filing the claim
Maximum compensation
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 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). 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
Not checkedNo integrity check was recorded on this case (it was filed before the check existed, or the agent stopped before it).
What the agent saw
- Item
- Hand-thrown stoneware vase, tall
- Damage
- Broken product
- Severity
- Total loss
- Carrier likely at fault
- Yes
- Packaging
- Too weak for transport
- Photo quality
- Good
- white ceramic vase in many shards inside open cardboard box
- crumpled brown paper padding visible
- box flaps open, handwritten note taped inside lid
Order
- Order
- #1001
- Customer
- Camille Laurent
- Total
- €64.90
- Carrier
- Colissimo Domicile sans signature
- Tracking number
- 6A99001001001
- Weight
- 2.3 kg
- Delivered
- 26 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
- 22 Oct 2027355 days left
- Reserves due by
- 29 Oct 2026, 21:51
- 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 2026-10-29T20:51Z).
- 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 2027-10-22T20:51Z (360 days left).
- Warning: the photos suggest the packaging may be judged inadequate; the carrier may refuse compensation on that ground. The Colissimo (La Poste) terms we read exclude unsuitable packaging. Check the packing before filing.
- 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
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: 26 October 2026 - Damage reported on: 27 October 2026 Damage found: Hand-thrown stoneware vase, tall (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 22 October 2027, 22:51 (Paris time). Reserve deadline: 29 October 2026, 21:51 (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
Drafted by the agent. It is only sent if you send it yourself.
Agent reasoning trace
15 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: reship (needs a human)
- Guardrail: needsHuman forced: the photos suggest the packaging may be judged inadequate; the carrier may refuse compensation on that ground, so check the packing before filing the claim
- Engine: muse-spark-1.3 (Muse Spark 1.3 (Meta Model API))