Grateful if I can receive clarification from a W8 form team contributor

[CapriWedding]

Please, I saw that there is also someone here who contacted me as customer service to receive my updated W8 which was then not accepted and I saw that he is also a moderator.
I am grateful if I can receive an explanation.
I sent my completed form several times, it was never accepted.

I asked for clarity as to why the form was not being accepted, obviously to see where I was going wrong.
No response.
The first time I sent it, I filled it out exactly as they accepted it the first time. Instead, the first time they accepted it, now they didn't.
Submitted my form other times, no good.
My last submission, this morning, I filled:
Income Type: "copyright royalties"
Additional Conditions : Beneficial owner is a resident of Italy earning copyright royalties for use of artwork and not subject to tax under US/Italy tax treaty terms of 0% withholding rate for art related copyright royalties.
The article and paragraph number : 12(3).
Again I did not understand why the form was not accepted, I specified that it is Royalties for art work, that I fall as beneficial owner under the tax treaty US/ Italy and that the rate is precisely 0%.

As income is not good if I add: Copyright Royalties for Artwork.
It is not good if I enter only Royalties.

I ask: How can this be?
Don't I have to give answer to the kind of income I receive?
And isn't the income I receive as Royalties?
Is it not Royalties as Artwork?
And in Additional Conditions, am I not the one beneficial owner resident of Italy earning copyright royalties for use of artwork and not subject to tax under US/Italy tax treaty terms of 0% withholding rate for art related copyright royalties?

If I specified the all why is it not accepted?
I submitted the form several times.
No explanation but I am asked if I want to join the 30% taxation.
I have been stuck for more than a month.
Should I then no longer receive my earnings?

The email I receive is always the same:

" We have received your form and it is filled out enough to be accepted for your account under the Standard IRS tax rate of 30%. However, we need further information before we can send your form for processing.

If you would like to go fill out the form further to receive a lower tax rate according to tax treaty between the USA and your country of residence, please provide the following information: 

- Please note the provided paragraph doesn’t apply to the services that you are applying on Zazzle and there may be another part of the paragraph that pertains to the work that is being performed. If you have any specific questions you should consult with your tax professional.

...

 "

I ask for an explanation please, to understand what I should write.

Thank you and I am grateful for the assistance and the answer

[CapriWedding]

Can I please receive an answer from support by email?
I know perfectly well that assistance is not in the role of specifying what should be written in the W8 form, that's obvious.
I am only asking for an explanation of what I wrote because as according to the US/Italy treaty what I wrote is in the treaty.
Can I receive any explanation?
Can the Italians here too help me understand where the error lies?
I am grateful if I can understand.

Thank you

[Fiorenzo]

I sent you a reply on your other post regarding your issue. Do what I wrote and wait for their response. Should work, otherwise let me know. Cheers.

Here's the link to your post, my response is underneath:
https://community.zazzle.com/t5/ask-a-question/how-to-fill-the-part-ii-line-10-in-w-8ben/m-p/198796#... 

[CapriWedding]

Hi Fiorenzo

I am sincerely Grateful for your help and not only that, that you were able to communicate to me also the link of my post, because maybe I by answering to a conversation that had already been solved, maybe the system obscured my post in fact just published then with my link I couldn't find it anymore and now I don't have the possibility to read my messaging chat.

https://community.zazzle.com/t5/general-zazzle-discussion/i-no-longer-have-messaging/m-p/199120

I don't know why that is. In fact I also wrote a post to ask if it is a bug that depends on my profile or if there is anyone who is experiencing the same issue.
I'm really grateful to you, in fact yesterdayI wrote this second post, because since I was no longer able to see my main one, nor to receive any notification of reply about it, I wanted to try to understand where I was wrong in the compilation of the form.

I thank you so much and now from your link I finally go on my appeal.