Counterfeit complaint getting no help from seller support

Had a buyer wanting a full refund but wouldnt return an item so they opened a counterfeit complaint ,all the messages from customer are there for seller support to see ? Listing has now been deactivated ,we have sent 11 invoices all showing correct information but all we get back from amazon each day is "dont have sufficient information to reactivate your listing "we have contacted seller support 6 times and they dont know what the problem is ,how can we fix this before our account is deactivated at our wits end ? Thanks for reading and Merry Christmas to all x

@Sarah_Amzn @Spencer_Amazon @Simon_Amazon @Ezra_Amazon @Winston_Amazon