Photo Requests

This article will help you understand the concept of additional photo requests, why you might receive one, how to submit additional photos, and what happens if you don't reply to a photo request. Let’s get started!

When you submit an order, you provide the most important part: photos of your item. Sometimes, our authentication team might need you to submit additional pictures. This can happen if the lighting isn't adequate, some crucial details are missing, or the photo quality isn't sufficient for a thorough authentication.

So, by sending an additional photo request, we ask you to retake specific photos of your item, not just upload the previous ones again. We understand that this requires your time and effort, but we need to see all the important details to provide an accurate outcome.

You might receive a photo request from our authentication team for several reasons. Here are the common ones and how you can address them:

1. Inadequate Lighting:

   • Reason: The photos are too dark or have poor lighting, making it difficult to see the item clearly.

   • Fix: Retake the photos in a well-lit environment, preferably using natural light or bright, even indoor lighting.

2. Missing Crucial Details:

   • Reason: Some important aspects or details of the item are not captured in the photos.

   • Fix: Ensure you capture all required angles and specific details as indicated by the authentication guidelines. Double-check the list of required photos before submitting.

3. Poor Photo Quality:

   • Reason: The photos are blurry, out of focus, or pixelated, which hampers the authentication process.

   • Fix: Use a high-quality camera, make sure the item is in focus, and avoid any motion while taking the photos. If possible, use a tripod or a stable surface to minimize shaking.

4. Improper Angles:

   • Reason: The photos do not show the item from the necessary angles needed for a thorough inspection.

   • Fix: Follow the specific angle requirements provided by the authentication team. Make sure to capture front, back, sides, and close-ups of important features.

5. Reflections or Glare:

   • Reason: Reflections or glare on the item obscure key details.

   • Fix: Adjust the lighting to minimize reflections, avoid using flash directly on reflective surfaces, and try different angles to reduce glare.

By addressing these issues and retaking the photos as requested, you help us ensure the highest accuracy in our authentication process. If you have any questions about the photo requirements, feel free to reach out to our support team for assistance.

To submit the new pictures, you can follow these simple steps:

1. Login at account.legitgrails.com.

2. Find your list of orders on the home page and locate the desired order.

3. If more photos are required, you will see the "Upload photos" button in the column "Action". Press it.
   

   

4. On the newly opened page, you will see your previously submitted photos. The details that should be updated will have a warning next to them: either "Unclear photo" or "Missing photo".
   

   

5. Press the button "Upload required photos" and add the attachment or tick "I don't have a photo of this detail". Please keep in mind that if you indicate to us that you don't have one or more of the photo we requested, there is a higher chance that we may be unable to provide an definite outcome and set it as "Unable to verify". You will also be able to see a comment from the authentication team that specifies the reason for the request.
   

   

1. Open the Link: Click the link provided in the photo request email you received from LegitGrails.

2. View Required Photos: In the new window that opens, you will see a list of the required photos.
   

   

   
   
   

3. See Image Samples: Click on "See image samples" to view examples of the photos we need.
   

   

4. Photo Hints: Under each required photo category, you will find hints on what should be changed or improved in your next photo.
   

   

5. Upload Photos: Take the new photo and upload it to the corresponding detail.
   

   

6. Missing Photos: If you don't have a specific photo and cannot retake it, tick the "I don't have a photo of this detail" box.
   

   

7. Additional Photos: If you have more photos from other categories that you haven't shared with us before, you can upload them in the "Additional photos" section.
   

   

8. Upload All Images: Once you have added all the necessary pictures, press the "Upload all images" button at the bottom of the tab.
   

   

The moment the photo request is sent from the authentication team, the order timer is set on hold. You can read more about how the timeframe is calculated here.

If you don't have the photos required by the authenticator, it might lead to the order cancellation because we may be unable to verify the item.

Also, not replying to the photo request can lead to the order cancellation in other ways:

• If we sent 5 photo requests for the same order and authenticators still have not received the needed photos to give an outcome, the order will be canceled.

• If we sent a photo request to you and there is no response for more than 7 days, the order will be canceled. 

You can read more about order cancellations here. If you have any questions or need further assistance, our support team is here to help.