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Retailer packaging from Vodafone marked as not original, misterious scratches appeared on the frame

Dear Zoxs Team,At the moment, I need to leave a 1-star review until you take the effort and answer my email sent today (21/05), and offer me an explanation with a resolution.I am writing in response to your most recent message stating that my Pixel 9 Pro arrived with visible signs of wear. I must firmly reject this claim and request a formal clarification of how such damage could have occurred.Here is the full timeline of the situation:- On 19 April 2025, I extended my contract with Vodafone Germany, and received a brand new Google Pixel 9 Pro 128GB Porcelain (IMEI: ****60167) on 23 April.- The device arrived in sealed retail packaging, with VOID stickers intact on both sides, and the original IMEI/serial number sticker still on the box. I did not open the box, as I intended to resell the phone.- On 12 May, I initiated a resale via your platform and selected the condition as "new" (Neugerät), which was fully accurate.- On 13 May, I shipped the device using your return label. It was received by you on 14 May.- On the same day, you conducted an initial assessment and claimed the phone was “not in its original packaging.” You attached two photos of the sealed box, which matched the photos I took before shipping. I sent you an email that same day explaining that this is a brand-new device from Vodafone and even attached the official invoice showing the IMEI number. I never received any reply.- On 21 May, I received a new message from you, stating the device was inspected and now shows signs of wear. I reject this entirely, as the box had never been opened before it was shipped to you.I rejected your lowered price offer and had to pay €4.95 for the return label.I also confirmed it with Google Support that the phone I've sent was, in fact, never opened, used, repaired, or refurbished.I attached every proof of my device being brand new, including the Rechnung from Vodafone, Chat with Google Support, and photos of the unopened packaging before I sent it to you.Please respond to my email as soon as possible to sort out this situation.

Date of experience: May 21, 2025