Apple Trade in Issue

I recently bought an iphone12 and sent my XR as trade in. My old phone had a pristine screen and was in full working order, just a few scratches on the edge of the case. Today I've received a trade in revision price of £0 as opposed to £120 and a note saying multiple cracks/scratches and missing camera lens. I've declined the trade in and they are sending phone back, obviously I'm concerned now what condition my old phone is going to arrive back in. Has anyone had similar issue and was it resolved please? Thanks.