5 Star Offer Suppressed due to High NCX rate(3%)

Hello everyone,

Last night I received the email below from Amazon

Hello from Amazon services,

Your offer of XXXX has been suppressed because the negative customer experience (NCX) rate on recent orders is considerably higher than for similar products. The NCX rate takes into account returns, refunds, customer service requests and negative product reviews. Visit the Seller Central help centre to learn more about [NCX notification.

Because your offer has been suppressed due to a high NCX rate multiple times, we will proceed in one of two ways:

• If the customer complaints indicate product defects that can be visually confirmed in our fulfilment centres (for example, mislabelled or damaged inventory), we will initiate an Amazon conducted investigation into your inventory currently stored in the fulfilment centres to ensure that the product meets the product description and is free of damage.
• If the customer complaints indicate product defects or other issues that can’t be visually confirmed in our fulfilment centres (for example, a product malfunctioned or was of poor quality in performance), you will need to submit a plan of action that addresses the customer issue.

Now, this listing has an NCX rate of 3% and it has a “Good” performance on Voice of the customer, It has a 5 star rating, 0 negative review and was NEVER suppressed before as the email suggests.

The only thing with this listing is I had about 40 returns out of 460 ordered since November 2020, mainly because customers saying not compatible with my device, although I’ve listed all the compatibility info in the description and images.

Amazons own metrics gives me props for performing really well then goes on to suppress my listing.

Can anyone please advise on the course of action I should be taking as I am clueless on how to reinstate the listing when all metrics exceed expectations.

Thank you all