To clarify: in the SASSIE system, any note made by the MSC or by SurfMerchants (the company that runs SASSIE) to the shopper's account is called a "citation". When creating a citation, we can chose a type/class froma drop-down menu (e.g., flake, hero, history, needed extension, cancel, other). Whether or not it impacts your shopper grade depends on whether or not a rating and weight is attached to it. Each company uses the tools available to them differently, but generally, flakes are associated with low ratings (which would lower your shopper grade), and hero citations are associated with high ratings (which would increase your shopper grade).
Citation is probably not the ideal word to use for these record keeping notes. The word carries a negative connotation. For example, when the new privacy laws were enacted, and SurfMerchants put out a new privacy agreement in the spring of 2018, we received a few emails from shoppers who were upset and confused at receiving a "citation." The citation was just a note from SurfMerchants that the shopper had agreed to the privacy agreement, which had no rating and did not affect shopper grades.
To the OP's question: I have removed negative citations that were issued in error or due to a misunderstanding/miscommunication before. A polite email explaining the situation is not unreasonable.