Bluetti Bucks is diplicitous

Has anyone else had sales fail to explain on the questionnaire part of the Bluetti Bucks or via email how the buffer system or ratio works on purchases depending on your amount of Bluetti Bucks? I’m trying to purchase a $200 part as I have over 9,000 points, and it’s only let me use $50 towards the purchase. I’ve emailed Bluetti sales twice to which they just say sorry. No explanation at all on what they are doing to your Bluetti Bucks. I spent over $6K just so my points system could be chincy and unexplained when it prevents me from using all my points. Anyone from Bluetti want to chime in here??? It shouldn’t be hard to put on the website.