When can shopping errors be resolved?

I previously purchased a $30 test qualification and activated it on STEAM. I found that I really like POE2, so I recharged another $30 on STEAM to upgrade. A few days ago, I saw a $480 support package on the official website and decided to buy it. However, as a newbie, I didn't know that I needed to bind my STEAM account to upgrade my existing character ID. After purchasing, I found that my character received no rewards. After checking, I realized that I had two test qualifications in my account, one that I have been playing with and the other that included the $480 reward. This was a wrong purchase. I don't want to have an account with two test qualifications. I sent an email to GGG but only received an automatic reply-like response asking me to provide my ID and so on. I replied to the email and sent another one with the purchase information again, but no response came after several days. I heard that GGG's customer service is very good and efficient, but it wasn't the case for me. Three days have passed and I haven't received any message except for the reply on the first day.

I'm a Chinese player and I'm sorry that I can't express myself accurately in English. I used a translator to post this message.

If GGG can see this, I hope you can solve the problem of my wrong purchase, reclaim the extra test qualification and refund the $480. I will purchase again on the correct ID and support you. Thank you!

Thank you, I really hope to receive rewards for a role that I have been investing time and effort into, rather than an ID that I don't know how to use at all