We're guilty of making people jump through hoops as well in the case of reported broken items/warranty claims. The problem is you sort of have to: I've had countless customers stretch the facts (to put it nicely) and I personally know people who have proudly claimed "I bought xyz from eBay and lied and said the box was empty and they sent me a new one for free! I love eBay!'.
To play devil's advocate a little, I personally believe the default position by customers who receive an item less than expected should be to email the photos without the seller requesting it.
I pride myself in the customer service of our company but I also pride myself in our prices. Keeping returns in check is one of the ways we're able to keep prices low although this can also be mistaken for being a business obsessing over people screwing them:)