Getting Rejected/Damaged Trade In Phone Back ---cant push "Return my Device" option

upgrade current phone to 16pro max with trade in deal of $830 that's going on right now. One trade in for one line processed fine. The other line updated value from 830 to 0 due to water damage (I didnt check the strip and didnt realize as the phone works perfectly fine). I would like TM to return the damaged trade in so I can submit a different phone or cancel the upgrade all together under the 14 day cool off period. I am unable to click "Return my Device" option on T-life app, nor on two different laptops and multiple browsers. Chat and calling in have been useless. I dont know why the button/app does not work and just as important, why cant support elect this option for me via their systems?

RESOLVED:

-No return of rejected device even if it's in T&Cs

-ALWAYS chat with T-Force via FB Messenger and not with T-Life chat (10 reps and 3 days later) vs 15min with T-Force to resolve and provide resolution by one time goodwill exception.