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Engine used for new reports:Muse Spark 1.3 (Meta Model API)
Report a damaged parcel
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#1004Lucas Petit

Needs reviewMuse Spark 1.3 (Meta Model API)Recorded run · 27 Oct 2026Reported 27 Oct 2026, 13:35

Recorded run. This is a real run of Muse Spark 1.3 and SAM 3.1 on the Meta Model API, recorded on 27 Oct 2026 and saved with the code. Nothing here was re-run for this page, and the deadlines are shown as of the recording. The customer photos were generated with Meta's Muse Image for this demo (data/photos/README.md); Muse Spark and SAM ran on exactly these images. The recording itself is read-only: approving, editing or rejecting it stores a copy.

Decision

Reship

Send the customer a replacement.

Carrier claim

yes · a claim is prepared for you

Confidence90%

Why

  • Commande #1004 retrouvée : tasses + soucoupes, transporteur mondial_relay, livraison 2026-10-26
  • Photo ok : carton ouvert scotch déchiré, 4 tasses présentes, 4 alvéoles vides pour les soucoupes manquantes
  • Refus du colis au point relais déclaré, conforme à l'exigence Mondial Relay
  • Eligible compute_claim : 26.0h après livraison dans délai 72h, indemnisation max 25.00 EUR, dossier à déposer avant 2026-10-29T10:35:52.582Z

Maximum compensation

€25
2 days leftClaim by 29 Oct 2026

Counted as of the recording, not as of today.

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

Bonjour, le colis était déjà ouvert quand je suis allé le chercher au point relais : il manque les soucoupes, il n'y a que les tasses. J'ai refusé le colis sur place et pris des photos au relais. Pouvez-vous régler cela ?

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 1 region matching "open cardboard box" (confidence 0.97). The outline shows what SAM matched for these concepts, not the damage itself; it is not a damage verdict.

Integrity

Not checked

This recorded run was made before the integrity check existed: its photos carry no hash and cannot be compared.

What the agent saw

Item
Matching saucers, set of 4
Damage
Missing item
Severity
Major
Carrier likely at fault
Yes
Packaging
Adequate
Photo quality
Good
  • Carton ouvert avec scotch déchiré
  • 4 tasses emballées présentes dans le calage de gauche
  • Cale de droite avec 4 alvéoles vides correspondant aux soucoupes manquantes
  • Photo prise au comptoir du point relais, étiquette 99100404 visible

Order

Order
#1004
Customer
Lucas Petit
Total
€88.90
Carrier
Mondial Relay Point Relais
Tracking number
99100404
Weight
2.6 kg
Delivered
26 Oct 2026
Ship to
Bordeaux, FR
  • 1 × Stoneware espresso cups, set of 4€48
  • 1 × Matching saucers, set of 4€36

Carrier claim

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

Max. compensation
€25
Claim deadline
29 Oct 20262 days left
Reserves due by
29 Oct 2026, 11:35
  • Damage to the goods is documented: missing item, severity major.
  • 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 2026-10-29T10:35Z).
  • The customer refused the parcel at delivery, as the carrier requires.
  • Maximum compensation: min(item value 36.00 EUR, 25.00 EUR per parcel, cap 25.00 EUR) = 25.00 EUR under Mondial Relay (Offre Start) terms.
  • The claim must be filed by 2026-10-29T10:35Z (1 day left).

Carrier rules used: Mondial Relay (Offre Start)

Compensation
€25 per parcel, capped at €25
Reserves within
72 h of delivery
Claim within
3 days

Refusal expectedThe carrier expects the customer to refuse a damaged parcel.

  • UnverifiedFigures are for the standard Offre Start contract; merchants with a negotiated contract may have other terms (not public). UNVERIFIED for those merchants.
  • The recipient must refuse a damaged parcel at the relay point or at home; otherwise the claim is not admissible. The order does not record whether the customer refused it, so computeClaim takes it as an optional input and adds a warning when it is unknown.
  • Optional paid levels (50 to 500 EUR) exist but cannot be added after shipping and are not modelled.
  • Claims go through the Connect tool or an e-mail to offrestart@mondialrelay.fr; no claim API was found. Compensation is paid to the prepaid account.
  • A parcel declared delivered but never received is a different procedure (1 month, sworn statement and ID copy) and is out of scope: send it to a human.

Figures and how sure we are

  • Indemnity per parcel (loss or damage): 25 EUR per parcel

    Offre Start general terms of 2025-09-01. Shipping fees are not refunded.

    Verifiedchecked 27 Oct 2026
  • Time limit to claim for visible damage: 72 hours after delivery (excluding public holidays)

    Counted here in calendar hours (public holidays are not skipped), so the computed deadline is never later than the real one.

    Verifiedchecked 27 Oct 2026
  • Reserve window after delivery: 72 hours

    Same 72 h clause as the claim deadline.

    Verifiedchecked 27 Oct 2026
  • Damaged parcel must be refused at delivery: yes

    The FAQ says claims made after the parcel was handed over are not taken into account. Lockers differ (written reserves) and are not modelled.

    Verifiedchecked 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
Partial loss claim (parcel delivered open) - parcel 99100404 - order #1004
Dear Sir or Madam,

I am writing on behalf of Maison Demo (demo merchant), sender of the parcel below, to report a parcel delivered open with an item missing (partial loss).

- Carrier: Mondial Relay (Mondial Relay Point Relais)
- Tracking number: 99100404
- Order: #1004
- Weight: 2.6 kg
- Value of the contents: €84.00
- Delivered on: 26 October 2026
- Damage reported on: 27 October 2026

Damage found: Matching saucers, set of 4 (item missing, major damage). The attached photos show the state of the parcel and of the product.

Compensation claimed: €25.00, under the terms of your contract (details in the attached claim file).
This claim is filed in time: the claim deadline is 29 October 2026, 11:35 (Paris time).
Reserve deadline: 29 October 2026, 11:35 (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

French

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

Agent reasoning trace

14 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
Tuesday 27 October, 14 updates
  1. Case ready for review: reshipCode · +33 s
  14. Engine: muse-spark-1.3 (Muse Spark 1.3 (Meta Model API))Code · +0 ms