# When the photo is refused before it is even read

> Why Dri refuses the photo of an order before reading it, the six defects that block reading and how to take a photo that passes the test.

Source: https://vendria.com/en/ajuda/quando-a-foto-e-recusada-antes-de-ler

## Where to find it

The refusal arrives in the conversation with Dri, right after you send the photo: on
WhatsApp, in the Dri chat or on Telegram. On screen, it shows as an error
message when importing the quote, in **Quotes**.

In both cases, the photo was never read: no quote was created
from it.

## Why the photo is tested before reading

Before reading the photo of an order, Vendria measures the image with an automatic
test, without artificial intelligence. If the photo is illegible, Dri
immediately sends back a request for another photo, with a tip on what to fix, and
reading doesn't even start.

The test is deterministic: the same photo always gets the same verdict. And it
points out **all** the defects it found at once, so you get it right on the
next photo instead of discovering one problem per attempt.

## The message that arrives when the photo is refused

It starts with **📷 The photo was hard to read:**, lists what to fix and
ends with **Can you take another one and send it again? 🙏**. The tips are practical
sentences, for example:

- *the photo is blurry: hold steady and wait for the camera to focus before
  taking the picture*;
- *the photo is too dark: take it somewhere better lit*;
- *I couldn't find the text: frame the whole sheet in the photo*.

There are at most three tips, in order of importance. The message has no numbers
or measurements: what helps whoever has the phone in hand is knowing what to do.

## The six defects that refuse the photo

Only these block reading:

- **resolution too low**: send the photo in original quality (HD), without the
  messaging app's compression;
- **too dark**;
- **blown out by light**: avoid direct light on the paper;
- **no content**: the sheet wasn't found in the image;
- **blurry**;
- **part of the page out of focus**: hold the phone parallel to the sheet.

## The defects that are only measured and never refuse

A shadow across the page, flash glare, faint ink, low contrast
with the paper and a dark background are measured and recorded, but **never** refuse
your photo.

The reason is practical: these criteria get good photos wrong. A product's shiny
packaging, for example, reads as glare and is still perfectly
legible: refusing for that would block a good order.

## One refused photo holds the whole batch

The test applies to **each** photo in a send. If you sent six pages and one
came out shaky, none is read: the quote only comes out with all of them approved. Retake the
indicated photo and send the batch again.

## Product photo: it depends on where you sent it

When the photo is of the **product itself**, not of a written order, Dri first tries
to recognize the product from the catalog photos. See [Product photo without a code: how Dri recognizes it, and when she prefers to read](/en/ajuda/foto-de-produto-sem-codigo).

- **Firm recognition**: the quote comes out straight from the image and the photo doesn't even
  go through the test, on any channel.
- **Open guess, through the conversation with Dri**: the photo may be a product,
  which doesn't need legible text. That's why the test doesn't block; the measurement
  is still recorded.
- **Open guess, on screen**: the photo goes on to normal reading and
  **goes through the test**. A product photo may be told it was hard to
  read.

So, if a product photo was refused when importing on screen, send the
same photo to Dri through the conversation.

## If the test errors on our side, the photo passes

A defect on our side never blocks a real order. If the test itself
fails, the photo goes on to reading as if it had passed.

## What to do when the photo is refused

1. Read the message's tips: it is almost always focus, light or resolution.
2. Take the picture again with the whole sheet in the frame, in even light.
3. Send the photo in original quality: on WhatsApp, as a **Document** or with
   HD on.
4. If the same photo is refused again and you think it is legible,
   send the order as **text** or as a **spreadsheet**, which don't go through this
   test. See [Build a quote by text on WhatsApp](/en/ajuda/montar-cotacao-por-texto-no-whatsapp).

## Common questions

**Dri didn't even try to read it and asked for another photo. Why?** The photo failed one of the
six defects that refuse: resolution, dark, blown out, no content,
blurry or part out of focus. The test runs before reading, on purpose.

**The photo has a shadow and passed. Is that right?** Yes. Shadow, glare and faint ink
are only measured; they never refuse.

**I sent several pages and only one was bad.** Retake that one and send all of them
again: one refused photo holds the whole send.