Getting past 'please send details' for Fairino FR10 (fixture unloading)

Our imported package uses Fairino FR10 for fixture unloading with a machined polymer sleeve in a small parts assembly workshop. It stops intermittently. I've been waiting 8 days since reporting it to the unnamed seller we bought from through Alibaba. I sent a phone video; they asked for more information. Fair, but what would actually help?