How to legit report a tiktok shop for fraud? with a real person and not an automated response that leads nowhere?

Hey all! so my girlfriend ordered me some gifts off tiktok shop for my birthday way back in february. it was just some little laser engraved fallout things that were very cute. after not getting any updates from the company for 10 days, she sent a message request (on 3/11 i believe) asking “could i please know when these are going to ship out thanks!”. the tiktok shop replied in what i believe is a very unneeded tone saying she was yelling, and that they will cancel the order for her being “impatient”. i don’t really think just asking for an update after 10 days is impatient, but it’s whatevs. anyway, he responds like how he does below in these screenshots, and then says we need to apply for a refund to get our money back. however, it doesn’t let us apply for a refund because tiktok still says he’s shipping it out. we never get our refund, and we go on with our lives

cut to about a week ago, our tracking number updates and says our stuff is on the way. even the company sends a message saying it is (the slide numbered 6, i forgot to include it in the middle 😞). it updates until today, where it said it was out for delivery. when it finally said delivered…. nothing was delivered. not even a box or anything. and USPS says the tracking number is not “available for a dispute”. and now, the tiktok shop is spamming her, acting even more childish than he accused her of being before for sending an emoji.

is there any way for me to message an actual person from tiktok about this? i know my girlfriend got a little upset in the chats, but overall i feel the shops messages are unneeded, and that’s where her upset feelings stemmed from with the first message being very accusatory. i would like to talk to a support assistant or someone to talk about it getting the money back. that’s all i really care about. thank you!!