Whenever I had to explain a case like this to a customer, there would be photos attached to the case that I could email the customer. Photos would show findings during attempted repair and why it was decided it was damage. If the Mac was sent to an Apple owned Repair Center or Apple Store, why not call Apple Support, right away ask to speak to a supervisor, that will get you to someone who can lookup photos and send them to you. If the repair center is third party, maybe speak to them directly.