Returning An Item In Just The Manufacture’s Box?

I bought a PS5 Pro from Amazon last week, specifically selected for it to shipped in an Amazon box but it arrived with just a shipping label slapped onto the PS5 Pro box itself. There was a hole in the side of the box and it sounded like pieces were loose inside when I picked it up.

I didn’t open the box and immediately I requested a return with a reason of “Product box and item arrived damaged.”

The only return option was “packaged by customer”

I went to the UPS desk at Staples and handed the associate the PS5 Pro box and the shipping label I printed out there. I asked her if I could buy a box to put it in along with some bubble wrap but she said “Is this how you received it, just the PS5 box with a shipping label on it?”

When I told her yes, she said to just ship it back the way it was received. She placed the paper that needs to be scanned behind the UPS label and taped it to the box.

Is this normal?