Can customers send me photos?
Yes. Customers can attach up to 5 files to each portal message, with a limit of 10 MB per file.
Accepted formats are JPEG, PNG, WebP, and PDF.
They use the paperclip in the conversation to share a room photo, a product detail, or a supporting document with your team.
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From other topicsWhy is my day sheet missing jobs or photos?
A day sheet excludes done and cancelled jobs and supports up to 40 jobs. Check the selected day and technician, then print by technician or individual job if needed. Each job sheet can show up to 6 claim photos.
Photos larger than 3 MB and HEIC files don't print.
Open its own pageFull guide: Book repair visits and print job sheets
What does the vendor see when I send them claim photos?
The vendor's claim-photo link shows the claim's files without adding the customer's name, address, or prices. The link expires after 60 days. Review the actual files before sharing them, since a photo or document can contain information within its contents.
The vendor's answer stays separate from your store's final coverage decision.
How many photos or files can I add when starting a claim?
You can attach up to 10 files when starting an OrderPilot warranty claim, with a limit of 20 MB per file. Add them under Photos and files before choosing Start claim. Printing has smaller limits: job sheets show up to 6 photos, each 3 MB or smaller, and don't print HEIC files.