A wise, talented, and well-known watchmaker once told me "well packed watches don't just break in transit". Once (and only once) I had a watch arrive for AR treatment that I was to remove the movement, and crystal in order to have it coated and send everything back reassembled. First thing first, I check to make sure the watch is running before doing anything. This one was not, which as I said was a first (and so far has been a last [knock on wood]). I notified the owner who swore up and down that it was running when it left the UK (if memory serves). Well now what? Bad situation. And at that point I solicited the advice of previously-mentioned watchmaker, which helped tremendously in sorting things out. I don't know if it helps here at all, but in my case things were fairly easily resolved to the satisfaction of both parties which is usually the case after a couple deep breaths and some calm discourse.
Good luck.