Tickets 31279 and 31280 - Damage photos require human review before draft

Automation Draft Weakness

The automation posted normal COPYABLE REPLY: notes asking the customer to hold the packaging and send more damage context even after the customer had already provided photo evidence and was directly asking for a refund or replacement.

Manual Reply Improvement

Matt reviewed the photos, judged the unit condition, and sent the real customer-facing decision path: apology plus a choice between a 50% refund to keep the unit or a brand-new replacement unit.

New Drafting Rule

When the customer has already supplied the requested damage photos/video and the next real step is Matt judging condition or choosing refund-versus-replacement, classify the ticket as HUMAN TAKEOVER REQUIRED: rather than writing another copyable support reply.

Confidence Effect

This is a high-confidence workflow correction about when assist-first ends and human review begins for photo-backed damage cases.

Storage Decision

Reviewable learning proposal plus case update.