2Gud.com — broken phone received | denied return request

Order one apple iphone xs phone, received it on 26th october, same day found the phone back side glass crack on the lower right corner. Shared the photo and lodged return request immediately, but 2gud support team repeatedly closed my request and they mentioned seller sent the product intact. What is this? What kind of scam is this? Do the needful immediately. Order id #od[protected]