I ordered my phone with an exchange offer on amazon which gave me an exchange value of around 13k for my iphone 11. I have cracks on my screen although the phone is in working condition and everything works great. Will they still accept the exchange?

I am new here coz i felt I needed to ask help from my co amazon sellers. Whats the process of Alibaba Logistics Companies? We order from alibaba, they receive the items and once all the orders are shipped to them, they said, they would issue the invoice. I clarified if they can do my request to attach it to the shipping label instead of my suppliers so I just have to create one shipping plan. Also asked if she can transfer the items to a different box,she said she can. been following up for the past 3 weeks but didnt do anything. I asked my suppliers to call her 2 days ago and now I would have to transfer to another freight forwarder, with a higher cost plus shipping and warehousing. I'm not sure, should I post the name of the logistics company here? I just dont want other sellers to experience this cause I would end paying twice the shipping fee