This team is completely unresponsive whether because they are unwilling, incapable, unknowledgeable, or some variation thereof. Their latest software is now included as part of Shopify. What a terrible decision somebody there made (yes I will be reaching out to them as well). A TON of missing orders, incorrectly transferred product listings, sync issues. Asking them for help gets you a reply that they are looking into the problem and then they go back to doing whatever it is they do which is probably ruining other people's lives and businesses.
You are seriously better off using eBay directly or another tool. If you care about your business and time, stay away from anything remotely related to this team and their products.