We emailed firstname.lastname@example.org to request return and refund for our opened (but unused) Glowforge Plus within the 30 day return window. We emailed 5 days ago, and received a response from a technical support person 4 days ago. They said a return would be fine, but did not issue a return authorization (while I appreciate the technical advice they offered, we did specifically ask for a return authorization). I’m getting very concerned that with more delay we will exceed the 30 day window allowed in the terms of service for returns. Is there any way to escalate a response? Thank you.