When you send a customer a secure link to upload photos of a damaged item, the page they open could not name your business or the order it was about. It said “Upload your proof” and “your files are sent securely to the business handling it” — no business name, no order number, and it called every request a “request” even when it was a refund. Being asked to upload photographs by a page that cannot say who it is for is exactly what people are told to be suspicious of, so some customers will have abandoned it. The page now leads with your business name, says which kind of request it is, and shows the order reference. Nothing about how the links work has changed and existing links are unaffected.
Two smaller things went with it. The page was also being sent more about the customer than it ever displayed, including a phone number it had no use for; it now receives only what it puts on screen. And the Proof & evidence panel in your dashboard used to head itself with a 36-character internal record number, which told you nothing about which refund you were looking at — it names the order and the customer instead.