Apple sent the trade-in box to the wrong address. How do I update it?

I bought a phone for my mom. We live in different locations. We want to trade-in her old phone. The online order did not allow me any place to specify the trade-in address. I contacted Apple support. Apple support said they updated the address, but I received the box for trade-in at my home. I asked my mom if she's received a trade-in box. Mom says no.

How do I hold Apple accountable for any delay in the trade-in, and how do I get Apple to send the trade-in box to my mom?