Address your listing violation - items listed below appear to be used

We have a problem since:
‘Customers purchasing your products have complained that the items listed below appear to be used. Customers may perceive an item as used if the product has been opened, contains previous user data, or shows other signs of use such as scratches, dirt, or scuffs.’

I should say that we only sell new items. In the absence of any detail, I had to assume that the card packaging that goes with the product was the problem. Maybe it got damaged?

We submitted a POA as requested but have had the following message back. (listed further down)
I wonder if anyone with experience of this can advise me? I believe that too many inadequate POAs leads to failure.

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Our submitted POA:

Select the issue(s) that you believe led to the customer complaints regarding the product condition and/or description of your items.
Issue with shipping or fulfillment practices
Issue with how products are packaged

Please describe your issue.
The customer’s concern that the item may have been used not new must relate to the condition of the lightweight card packaging that comes with the sterile jewellery. (The jewellery, inside the card sleeve, is also inside a tough, sealed sterile pouch making it clear the jewellery itself is new and unused).
It is possible that the lightweight card sleeve was damaged while being placed inside the padded envelope or while removing from the padded envelope. Alternatively, perhaps some rain soaked through the padded envelope during delivery. This could lead to the customer wondering if the item was already used. I have concluded that damage to the lightweight card packaging is the cause of the problem.

Based on the issue(s) selected above, please identify the steps that you will take to prevent future complaints about the product condition and/or description of your items.
From now on, we will protect the lightweight card sleeve by securing it in a grip seal plastic bag. This will protect even if the padded envelope gets wet during delivery. We will do this for all the items that have this lightweight card sleeve. This grip seal plastic bag will also make the sleeve more robust and less prone to any damage when putting in or taking out the envelope.

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Reply from Seller Performance:
We received your submission but do not have enough information to reactivate your listings at this time.

Please send an updated plan of action that explains:

– Greater detail on the issues(s) that you believe caused the complaints about the condition of your items.

– Greater detail on the actions you have taken to resolve the issue(s) that caused the complaints about the condition of your items.

– Greater detail on the steps you have taken to prevent future complaints about the condition of your items.

Here are a few things to consider as you create your plan:

–Sourcing: Are you sourcing the product from a trusted supplier?

–Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?

–Packaging: Is the product in its original packaging as listed on Amazon?

–Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?

–Review your communications from buyers to better understand the issues.

–Be as specific as possible in your plan.

–Do not limit your plan to issues with specific orders.

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Thanks in advance for any help.