Trade-In phone condition

What if the device is damaged during the shipping process? Does Verizon just assume it was shipped damaged? Because I myself had this happen and I received  the phone back in the mail weeks later. No phone call, not email.  Just got charged to my account and left for me to figure out.  I have 2 Note 9 an IPhone 11 and a Galaxy Book S on that account and I feel that action was completely disrespectful by Verizon.