Samsung Galaxy S and Note trade-in

I have a small business account and live in Puerto Rico. While checking the requirements for a trade-in found the following statement under "Legal Details" under the title "Then you'll get":

"Up to $800 in bill credits with trade-in of a Samsung Galaxy S, Note or Z series smartphone from any year, in any condition" then "OR" "a smartphone with trade-in value of $35 or higher."

Based on the above information, the trade-in is qualified because it is a Galaxy S9, and the trade-in value is $35. This happened last December when the trade-in value was $1,200, then went down to $1,000, and now is $800. I went to a local store, and the agent rejected the trade-in because my phone had small cracks in the front display and back cover. Does this mean my phone does not qualify because it is under a small business account? I chatted online with an agent, but she was from the personal accounts group an not the business group.