E-commerce
July 1, 2026
"My photo is blurry, are you rejecting it?" "What exactly is missing?" "I sent three images, still no refund." Three tickets where the damage photo proof blocks CS resolution due to a lack of clear criteria.
The e-commerce damage photo protocol defines mandatory angles, acceptance or return criteria, and agent validation before reship or refund. Distinct from damaged package dispute (#363): here the focus is the photo itself, not the reship/refund decision.
This guide #897 deploys policy PHOTOPROOF-SUP, flow PP-1 to PP-8 and matrix PHOTOPROOF-MAP. Future CS counterpart to photo proof bot (#898).
Summary
Why do damage photos generate reminders?
Agent requests "more photos" without a checklist. Customer sends back the same blurry image. Without PHOTOPROOF-MAP, confusion with general attachment management #895 or full package dispute #363 occurs.
Five typical photo proof frictions
Missing angle: damage is visible but not the outer cardboard box
Blurry photo: unreadable crack, rejected without guidance
Wrong subject: selfie or invoice instead of the product
Opaque criteria: customer does not know what is missing
Slow validation: photos received, no accepted/rejected status
DTC retail example
DTC decor, 18 photoproof_ tickets/month. After PHOTOPROOF-MAP: photoproof_photo_acceptance_rate 82%, useless follow-ups -47%.
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PHOTOPROOF #897 vs DMG-PKG #363, CUSTATT #895, FRAGILE #182 and bot #898
Six damage proof contents, six distinct angles.
Quick matrix
#897 PHOTOPROOF: photo protocol agent validation acceptance criteria
DMG-PKG #363: parcel dispute reship refund insurance DMG-CLAIM
CUSTATT #895: general attachment size format reception
CUSTATTbot #896: bot upload gate proof_route
FRAGILE #182: preventive packaging breakage distinct SKU photo protocol
Bot #898: guided framing widget escalation bot
#363 executes resolution after photos OK. #897 defines photos OK or not.
Promise #897
PHOTOPROOF-SUP policy, 4 angles checklist, PHOTOPROOF-GATE tree, 8 macros, KPI photoproof_photo_acceptance_rate.
Which photoproof_* typologies should be classified?
Action-oriented classifier: angle_missing ≠ blurry ≠ accepted.
Eight PHOTOPROOF-MAP typologies
photoproof_angle_missing: required angle missing
photoproof_blurry_unreadable: unidentifiable damage
photoproof_wrong_subject: wrong photo subject
photoproof_packaging_needed: missing outer cardboard box
photoproof_label_needed: unreadable shipping label
photoproof_accepted: set complies with criteria
photoproof_resend_guided: resend with precise angle guide
photoproof_escalate_claim: complete set for handoff #363
PHOTOPROOF-SUP Policy: agent rules and photo criteria
The PHOTOPROOF-SUP policy sets the checklist angles and validation before dmg resolution.
Six PHOTOPROOF-SUP rules
CHECKLIST-FIRST: PHOTOPROOF-CHECKLIST macro before subjective judgment
SPECIFIC-RESEND: indicate missing angle, not vague "resend"
ACCEPT-CONFIRM: PHOTOPROOF-ACCEPTED as soon as set is compliant
NO-REJECT-WITHOUT-GUIDE: each rejection accompanied by RESEND-GUIDE
ESCALATE-TO-DMG: photoproof_accepted → handoff DMG-CLAIM #363
LOG-FEED-898: rejection reasons exported to bot #898
Four mandatory angles
Damage close-up: clear crack, chip, or run
Whole product: SKU context visible
Outer box: crushing, tearing, moisture
Shipping label: readable tracking
Flow PP-1 to PP-8: standard validation
Eight sequential steps, SLA P2 photoproof < 12 h, escalate #363 if accepted.
Flow PP-1 to PP-8
PP-1 Triage: damage proof ticket, attachment received via #895?
PP-2 Inventory: list photos received corresponding angle
PP-3 Checklist: 4 angles vs PHOTOPROOF-MAP
PP-4 Classify: photoproof_* main tag
PP-5 Execute: ACCEPTED, RESEND-GUIDE or ANGLE-MISSING
PP-6 Confirm: macro PHOTOPROOF-DONE next step status
PP-7 Handoff: escalate_claim to DMG-PKG #363 if accepted
PP-8 Close: KPI photoproof_photo_acceptance_rate + brief #898
Eight ready-to-paste PHOTOPROOF-* macros
Aligned macros checklist 4 angles and readability criteria.
PHOTOPROOF-* Library
PHOTOPROOF-ACKNOWLEDGE: “We are reviewing your damage photos. Thank you for the proof sent.”
PHOTOPROOF-CHECKLIST-REQUEST: “Send 4 photos: damage close-up, entire product, outer box, shipping label.”
PHOTOPROOF-ACCEPTED: “Your photos are compliant. We are processing your case within {{SLA}}.”
PHOTOPROOF-ANGLE-MISSING: “Missing: {{angle_manquant}}. Example: photo of the entire outer box.”
PHOTOPROOF-BLURRY-GUIDE: “Blurry photo. Retake in natural light, with the damage clear and centered.”
PHOTOPROOF-RESEND-GUIDE: “Resend via {{canal}}. Ticket reference {{id}}.”
PHOTOPROOF-ESCALATE-CLAIM: “Proof validated. Parcel dispute team #363 is taking over.”
PHOTOPROOF-DONE: “Summary: photos {{statut}}. Action: {{résolution}}. Reference: {{id}}.”
PHOTOPROOF-GATE tree and acceptance criteria
Decision tree before rejecting without guide or validating an incomplete set.
PHOTOPROOF-GATE
4 angles present and legible? → ACCEPTED + ESCALATE-CLAIM #363
Blurry damage? → BLURRY-GUIDE no straight rejection
Box missing? → PACKAGING outer box angle
Illegible tracking? → LABEL label angle
Wrong subject? → CHECKLIST-REQUEST complete
Minimum acceptance criteria
Damage identifiable without extreme zoom. Product recognizable vs order. Box shows condition upon receipt. Legible tracking or order number as a documented alternative.
Internal registry
Examples of accepted/refused photos by angle. Train agents: photoproof ≠ custatt format #895 ≠ dmg reship #363.
KPI, QA and handoff to bot #898
Measuring PHOTOPROOF detects missing checklists and vague follow-ups.
Four PHOTOPROOF KPIs
photoproof_photo_acceptance_rate: compliant sets / total received
photoproof_first_round_accept_rate: accepted without follow-ups
photoproof_vague_resend_rate: resubmissions without a precise angle target 0
photoproof_to_dmg_handoff_hours: delay accepted → resolution #363
Handoff #898
Export PHOTOPROOF-MAP rejection reasons to bot: prioritising angle_missing blurry_guide. Guardrail PHOTOPROOF-GUIDE-GATE brief #898 cropping widget.
Edge cases: unboxing video, latent damage, photo fraud
Three cases outside the standard flow.
Unboxing video only
Accept if 4 extractable still frames or request additional photos. Do not block without an alternative.
Latent damage D+5
CHECKLIST + delay policy #363. PHOTOPROOF validates photo quality, not delay eligibility.
Inconsistent or stock photos
photoproof_wrong_subject or fraud review. Handoff ops, not automatic ACCEPTED.
Agent training: 20 minutes PHOTOPROOF
Module: 4 angles, SPECIFIC-RESEND, ACCEPT-CONFIRM, handoff #363 #895 #898.
Exercises
Ticket A: close-up OK, no cardboard → ANGLE-MISSING packaging
Ticket B: 4 clear photos → ACCEPTED + ESCALATE-CLAIM
Ticket C: blurry photo → BLURRY-GUIDE not "resend"
How Qstomy structures PHOTOPROOF in your stack
Qstomy route photoproof_*, preview PJ by angle, macros checklist and handoff #363 #898 bot framing.
Three building blocks
Routing: intent damage_proof vs custatt_proof #895 vs dmg_pkg #363
Proof registry: sync macros PHOTOPROOF-* accepted and refused examples
Bot #898: framing guidance before upload
Scenario: DTC checkout, 16 tickets/month proof. SPECIFIC-RESEND agents, bot #898 checklist widget. photoproof_photo_acceptance_rate goes from 64% to 84% in 4 weeks.
FAQ and deployment checklist PHOTOPROOF
FAQ
Reject without specifying the angle?
No. SPECIFIC-RESEND and ANGLE-MISSING are mandatory.
Difference from #363?
#897 = validate photos. #363 = resolve reship refund dispute after photos are OK.
Difference from #895?
#895 = attachment received in terms of size/format. #897 = criteria for damage photo content.
Difference from #898?
#897 = agents. #898 = bot guiding framing before sending.
7-day Checklist
D1: PHOTOPROOF-SUP + PHOTOPROOF-MAP + 4-angle register
D2: 8 helpdesk macros
D3: routing matrix #363 #895 #182
D4: 20-min agent training
D5: photoproof_* tags + KPIs
D6: ACCEPTED vs RESEND vs BLURRY test
D7: brief bot #898 GUIDE-GATE
Linking
Enzo
July 1, 2026
