Ellis is a good, reliable company. Their pay quickly (by industry standards) and like clockwork.
When you reached out to them, did you send an actual email or did you use their envelope icon next to your shop on your home page? They greatly prefer the use of the envelope icon. They also often do not work on weekends, so do not expect a response until Monday.
I am a little unclear as to what happened. I've done hundreds of shops for Ellis and am very familiar with their page, but something is not clear. The "percent complete" will change every time you finalize a portion of the shop (i.e. "Read Contract Specs," "Make Phone Call," "Make Onsite Visit,' etc. As a shopper, we do not have the ability to "un-finalize" any of these categories once we have finalized them. If something was sent back for "more information," the editor will "un-finalize" it and your percent complete will drop. Once you have submitted what is required, you just need to finalize it again... 90% is about right for a shop that is totally complete, aside from tracking follow-up, which you cannot do until the fourth day after your visit.
You will find that Ellis reports are long and very narrative-heavy, so they are not for everybody. I type well and do not mind writing, so they are a good fit for me.
Hard work builds character and homework is good for your soul.