Exact same scam happened to me!

Phone was perfect, no scratches or cracks and was working fine. Reset the phone, put in padded envolope and fed-ex box, added label and returned via UPS.

Get a message saying I only get 30% the value they quoted!

"Adjustment reasons: Your screen was unresponsive or had cracks, We have received a different device than expected, DPP Restrictions"

Been a customer for over 10 years. Very annoyed that I didnt sell privately. Pity we can't trust VZW with this even when they push it so much!