[mothered]

I was asked to send photos of the empty package and glasses case within an email. Took the photos, also omitting the glasses cloth and certificate of authenticity that were in the case. Waiting for a response. So far the process has been very straightforward.

I don't see why they require photos - the goods were missing, which pretty much speaks for Itself.

At any rate, they've accepted your claim an It's moving forward, which Is obviously a positive sign.