The most common cause on a new pump is the vaseline they apply for the dry test run. If they put in too much the parts stick and do not move the way they need to in order to reverse. Try this first, pull out the drive unit, there is a small stainless steel washer under it that is likely stuck to the drive unit. Wipe the vaseline off both parts and slide the washer on the shaft first, then put in the drive unit.