Any success with Amazon bot?

I have an item that was being delivered from China and it had an epacket tracking number for a week, then it disappeared off the Amazon webpage. It was supposed to arrive last week, but when I click on Trouble with Order, I get a bot chat in beta testing which has limited functions. Has anyone had any success using this bot to get a missing package or a refund? It's a 3rd party seller so I've been sending them messages but no response. It's been 37 days or more since I placed the order but the refund policy is that I have to contact the seller and wait 3 days to see if they'll give me a refund. Just when I was feeling satisfied with Amazon, sigh ....!