Reggie Reeves is a gunsmith who made a video on the most common reason for shotguns (of all types, autoloader, pump, over under, side by side, lever action, etc.)
The begging of the video mostly deals with gas rings on autoloader but at 4 minutes he covers all other types.
The brass rings on the shells fire form and can cause the shells to not seat fully or hang up when cycling the action, so the front of the barrel (feed ramp?) Needs an additional cleaning step and polishing.
https://youtu.be/122R2XBEzZ0
Id watch that video, try his method and if you still have problems then contact the manufacturer, or a gunsmith.

I would contact the manufacturer customer service. The brand down on google and search for its customer service number or email.

Victoria, I would contact the manufacturer for advice/service resolution. Sorry that you are having this issue but, for warranty and safety reasons, the manufacturer should be able to get this resolved for you. Cheers and stay safe!