Request for Refund and Clarification

On December 9th, I purchased the Path of Exile 2 Early Access Supporter Pack. After realizing that the game does not support Simplified Chinese, and without starting the game or spending any points, I immediately sent an email in Chinese (using the invoice-receiving email address) to request a refund. This email was sent on the same day, fulfilling your refund requirements. However, I received no response for three days.

On December 13th, I followed up with another email in English to check the progress of my request. The next day, I received a reply to my English email, stating that refunds are not possible after 48 hours.

I would like to ask why my initial refund request on December 9th was not addressed promptly. Was it because requests from Chinese players are ignored, and only emails in English are processed?

My refund request meets your stated conditions: I have not started the game, I have not spent any points, and the request was made within 48 hours of the purchase. Could you please reconsider and approve my refund?

Additionally, I kindly ask for a direct response on the forum instead of redirecting me to support@grindinggear.com again, as this email address appears to be unhelpful and unresponsive.

Is there no staff working in the forum either?