Doll Chateau taobao communication

hello!
a bit of a long story for the setup to the question but here goes;
back in uhhh, late 2021 i believe? i started a split with a (thankfully very understanding and patient) partner for a doll chateau alberta when they rereleased her through bjdivas on layaway. we paid her off without a problem, and so the wait began. and went on. and on. i would poke for an update every few months, especially once the year mark hit. they've always been fairly good about getting back to me, i don't mind waiting a bit to hear back. yahoo sometimes eats their emails to me though so i have to double poke sometimes, but whenever they go through communication is smooth! anyway, several times now they've told me that DC has been being coy with sending out the doll and said basically that they think DC did not make the doll and have offered me a refund several times, and me and my split partner decided to keep waiting. but after hitting the two year mark we're starting to get a little fed up, and i asked divas if it was okay for me to ask DC about the order directly. they were very forthcoming and encouraged me to do so without hesitation. they told me that DC has basically stopped answering messages to their english speaking email for the past few months and that the best way to contact them is via their taobao. of course, this is kind of difficult, being an english speaker from the US, but, onward i pushed, making an account, and using good old google translate and going back and forth to double check translations to send a message explaining the situation. the app told me my case would be handled my a human agent, which is great, and then a little bit later i received.... a rose emoji. and nothing else. is this normal? how should i even respond to this? O_O ^__^;;

 

I GOT SO NERVOUS ABOUT BEING UNDERSTOOD CORRECTLY I FORGOR TO ASK A QUESTION OH NOOOOOOOOO now i'm gonna feel like a double idiot asking for a followup haha, thank you so much for the advice, it's much appreciated TwT i'll try that soon and see how that goes. fingers crossed!