Say what was removed
Name the listing so there is no doubt which one it is.
Name the rule it broke
Link the exact policy, not a general terms page.
Say what they can change
If a fix would let the listing return, list the steps.
Explain the appeal path
Say how to appeal and how long a decision takes.
Keep the tone neutral
State facts and avoid blame.
Log the decision
Record the reason in the ticket for consistency next time.