Hi everyone,

I am facing a frustrating issue with my Account Health and need some advice on how to proceed.

One of my long-selling listings was recently deactivated because a customer reported a "product quality" issue. However, this is a product I have been selling successfully for a very long time. The root cause of the negative feedback has always been the same: customers do not read the compatibility chart carefully before purchasing. I have done everything possible to prevent this. I clearly state the compatibility requirements in the main product images, bullet points, and A+ content. Despite this, some buyers still order the wrong variant and then report it as a quality/defective issue.

In the past, I was able to successfully resolve this by submitting a Plan of Action (POA) explaining the specific nature of the product and how customer misunderstanding leads to these false claims.

However, this time is different:

No option to submit a POA: The system is not even giving me an option to upload or submit a POA to explain the situation.

Bad advice from Account Health: I spoke with an Account Health Specialist/Manager, and they actually told me to just "admit the violation" to get the listing reinstated.

I did absolutely nothing wrong, and my product has no quality defects—it is strictly a buyer matching error. Out of desperation to save my listing, I reluctantly followed the manager's advice and admitted the violation, but I feel stuck and uneasy about this approach.

Has anyone dealt with a similar situation recently where you weren't allowed to submit a POA? What is the best way to handle this moving forward to protect my account health and recover my listing properly?

Any insights would be greatly appreciated. Thank you!