Dear Mike,
please check how has the customer set the PWRON_CFG bit and the PWRONRSTEN bit.
JozefKozon_0-1679400224990.png
By default it should be set both of them to 0. The PWRON_CFG to level sensitive.
JozefKozon_2-1679400780129.png
JozefKozon_1-1679400730305.png
But if the customer has set the PWRON_CFG to 1, edge sensitive, to properly turn off the PMIC, the PWRON pin must be held low for at least 4s and the PWRONRSTEN must be set to 1. Please refer to the Figure 8. in the MMPF0100 datasheet.
JozefKozon_3-1679401036458.png
With Best Regards,
Jozef