A caller could say the item arrived broken and never be sent a link to send photographs. On the Pro plan your receptionist is meant to email a secure upload link when somebody describes damage, so your team has the evidence before deciding. It was not happening on phone calls at all.
What went wrong. Your receptionist was recording the wrong sentence as the reason for the refund. The caller explains what happened early in the call — “it was broken on arrival” — but the refund was written down a few turns later, after the order number and the email, and it saved whatever the caller happened to be saying at that moment. That was usually them reading a verification code back. The check that decides whether to send an upload link reads the reason, so by the time it looked, the word “broken” had been replaced by a string of digits.
What happens now. The reason saved against a refund is what the caller actually said went wrong, taken from the moment they said it, and it is not overwritten by anything they say afterwards. Upload links go out on calls where somebody describes damage, and the reason shown in your dashboard reads like an explanation instead of a code.