Amazon.com has established a set of performance targets for sellers to follow so that buyers can shop confidently, with a sense of safety and security about their third-party transactions.
Your Customer Metrics indicate how you are doing with respect to these performance targets. During the holidays, it’s important that you monitor the Customer Metrics Scorecard frequently so you can spot and resolve operational problems promptly. Excessive order defect rates (negative feedback, A-to-z Guarantee claims and chargebacks) can cause account suspensions and even account closures.
Check your feedback and A-to-z Guarantee claim pages daily, and proactively resolve any issues.