So I had someone claim a DVD was counterfeit on ASIN B001HWBAW2. I have had that happen before because it's an old workout from the 1980's that had been re-released onto DVD in the early 2000's. I submitted the invoices (we get them right from the manufacturer who happens to be a very small business). Appeal was denied saying I didn't address the counterfeit claims. I wrote something up saying the buyer probably thought it was counterfeit because the quality isn't the best since it's an old workout. Submitted again - denied again. Called Amazon, the person on the phone said it's because the invoices don't show the company logo, rep, PO number and other "official" things. Ok, I contacted the manufacturer and asked if she would make me up new invoices with all these things and she did.

I appealed again and received this today:

"You have not sent us sufficient information that we previously requested from you. We requested this information to address the complaints we received about the authenticity of your items. For privacy reasons, we do not provide details about our investigation methods."

What am I missing? Is it just a guessing game? How else do you prove something is authentic? Incidentally she used to sell this product on Amazon and received a counterfeit claim and wasn't able to get it overturned so she was more than happy to have me sell it.