How can I dispute product damage in transit during trade-in process?

I traded in a MacBook Pro and the value was reduced to zero because of a damaged screen. I'm shocked by this because the laptop was in excellent shape with no damage to the screen when I sent it back in the packaging provided. In fact, I considered keeping the laptop because it has served me so well, but I decided to cash out since I was buying a new MacBook Air.

So I find out today that my trade-in value is now zero because of a damaged screen. I feel like Apple should be liable since I used their packaging to send it back, and to be honest the box they provided was pretty flimsy and definitely offered no protection against someone dropping it and damaging it.

I've been a loyal Apple customer for over 20 years, but this really irks me. It's also outrageous that it's impossible to dispute the trade-in value provided (was there a mix up? Is that the correct laptop?) and I cannot find any way to contact Apple directly about this, only rant here into the void.

Really disappointed in this experience and to be honest my faith in the company has been impacted.

[Re-Titled by Moderator]