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Engine used for new reports:Muse Spark 1.3 (Meta Model API)
Report a damaged parcel
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#1003Ines Moreau

Needs reviewMuse Spark 1.3 (Meta Model API)Round 2: the customer repliedReported 27 Oct 2026, 15:02

This case continues a recorded run. Round 1 below is a copy of that recording; the recording itself was not changed. Open the recording

Simulated reply. A reply on this case comes from the demo button: the message was written by us and the photo was generated with Meta's Muse Image. No customer wrote it. The case is not counted in the totals of the cases page, and its claim PDF says so.

Decision

Reship

Send the customer a replacement.

Carrier claim

yes · a claim is prepared for you

Confidence92%

Why

  • Order #1003 found for Brass table lamp with glass shade
  • New sharp daylight photo shows long crack through glass shade with missing chip and shards, consistent with earlier blurry photo of same lamp in box - same story, no fraud
  • check_photo_integrity: no signals, no capture dates (normal)
  • assess_photos: broken_product, severity major, photoQuality ok, carrier likely at fault
  • compute_claim eligible=true, max 102.30 EUR under Colissimo Domicile with signature terms, reserve window closes 2026-10-30T01:02:30.524Z, claim deadline 2027-10-23T02:02:30.524Z

Maximum compensation

€102.30
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.

Rounds of this case

1 customer reply

The customer replied and the agent ran again on this same case, with everything it already knew. The page describes the latest round; the earlier ones are kept here.

  1. Round 1

    Customer report 27 Oct 2026, 15:02Muse Spark 1.3Recorded

    Decision

    Ask for more photos

    Carrier claim

    None

    Needs a human

    No

  2. Round 2latest

    Customer replied 28 Oct 2026, 12:22Muse Spark 1.3Simulated reply

    Not written by a customer: this is the reply of the demo button, with a photo generated with Meta's Muse Image.Sorry, my first photo was shaky. Here is a sharper one taken in daylight: the glass shade is cracked all the way down and a chip has come off the rim.1 new photo

    Decision

    Reship

    Carrier claim

    Up to €102.30

    Needs a human

    No

    What changed since round 1

    • Decision:Ask for more photosbecameReship
    • Damage read:UnclearbecameBroken product
    • Photo quality:BlurrybecameGood
    • Carrier claim:NonebecameUp to €102.30

Customer report and evidence

Round 1: the report

My lamp is damaged, I think the glass is cracked. Here is a photo.

Photos

2 photos

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

    Raw photo: not annotated

Round 2: the customer replied

28 Oct 2026, 12:22Simulated reply

Not written by a customer: this is the reply of the demo button, with a photo generated with Meta's Muse Image (data/photos/README.md).

Sorry, my first photo was shaky. Here is a sharper one taken in daylight: the glass shade is cracked all the way down and a chip has come off the rim.
  • Customer photo 2
    Photo 2, as sent by the customer
    Photo 2 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 2 regions from 2 concepts: "glass lampshade" 1, "with glass shade" 1 (confidence 0.59, 0.54). 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 1 photo from 1 earlier case 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)
  • Photo 2: no match.
Capture date and delivery

Delivery: 27 Oct 2026, 01:02 UTC.

  • Photo 1: no capture date in the file. Most apps strip it, so this is not a signal.
  • Photo 2: 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, 2. 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
brass table lamp with glass shade
Damage
Broken product
Severity
Major
Carrier likely at fault
Yes
Packaging
Adequate
Photo quality
Good
  • Long crack running through white glass lampshade
  • Chip missing from rim of shade with loose glass shards on packing paper
  • Brass lamp base appears intact inside open cardboard box with crumpled brown paper
  • New sharp daylight photo consistent with earlier blurry photo of lamp in box

Order

Order
#1003
Customer
Ines Moreau
Total
€129
Carrier
Colissimo Domicile avec signature
Tracking number
6A99001003003
Weight
3.1 kg
Delivered
27 Oct 2026
Ship to
Lille, FR
  • 1 × Brass table lamp with glass shade€129

Carrier claim

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

Max. compensation
€102.30
Claim deadline
23 Oct 2027356 days left
Reserves due by
30 Oct 2026, 02:02
  • Damage to the goods is documented: broken product, severity major.
  • The carrier is the likely cause of the damage.
  • The customer reported the damage 13.0 h after delivery, inside the 72 h reserve window (closes 2026-10-30T01:02Z).
  • Maximum compensation: min(item value 129.00 EUR, 33 EUR/kg x 3.1 kg = 102.30 EUR, cap 990.00 EUR) = 102.30 EUR under Colissimo Domicile with signature terms.
  • The claim must be filed by 2027-10-23T02:02Z (359 days left).
  • 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 6A99001003003 - order #1003
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 avec signature)
- Tracking number: 6A99001003003
- Order: #1003
- Weight: 3.1 kg
- Value of the contents: €129.00
- Delivered on: 27 October 2026
- Damage reported on: 27 October 2026

Damage found: brass table lamp with glass shade (product broken or damaged, major damage). The attached photos show the state of the parcel and of the product.

Compensation claimed: €102.30, 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, 04:02 (Paris time).
Reserve deadline: 30 October 2026, 02:02 (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

26 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.

Round 2the customer's reply · 18 steps

  • 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, 18 updates
  1. Case ready for review: reshipCode · +28 s
  16. Engine: muse-spark-1.3 (Muse Spark 1.3 (Meta Model API))Code · +0 ms
  17. This case continues the recorded run real_demo-3-photo-blurry, which is left untouched: round 1 of this case is a copy of it.Code · +0 ms

Round 1the report · 8 steps

  • Muse Spark 1.3 reads, reasons, writes
  • SAM 3.1 outlines what it matches
  • Code rules, maths, documents
  • Guardrail code that corrects the model
Tuesday 27 October, 8 updates
  1. Case ready for review: ask_more_photosCode · +16 s
  8. Engine: muse-spark-1.3 (Muse Spark 1.3 (Meta Model API))Code · +0 ms