About one refund request in five arrives with a photo. A cracked screen, a dented box, the wrong colour of chair. Until this week, every one of those went to a person, because Kestrel could not see what the customer was showing it.
It can now.
What it does with a photo
Kestrel reads each attachment and writes down what it sees in a short line: what the item is, what is wrong with it, and whether that matches what the customer wrote. The line is saved in the run, next to the photo, so anyone checking the work can compare the two.
It then treats what it saw like any other fact it looked up. If the photo shows damage and your rule allows a refund for damaged items, the run continues. If the photo does not match the claim, the run stops and asks a person.
What it will not do
It does not judge whether a photo is genuine. It does not estimate the cost of a repair. And it never acts on a photo alone: the order still has to exist, the amount still has to be inside your limit.
Turning it on
Photo reading is on for every workspace from today, on every plan. There is nothing to configure. If you would rather keep photo tickets with your team for now, add a rule that says so:
Hand over any ticket that includes an attachment.
You can remove that rule whenever the first hundred runs give you a reason to.