Couriers
Given that most couriers aren't the most careful with devices, I wonder why the special box isn't the one closest to the phone, rather than furthest from it. That way the courier damages is most likely on the ordinary boxes.
Also puzzled by the need for the anti-static packaging. I can't see that they would want to re-sell the phones once returned, this implies that they may be protecting the phone from static. I wonder if this is related to the battery failure condition ?