An order has a defect if it incurs a negative feedback, an A-to-z Guarantee claim, or a service credit card chargeback. Your order defect rate is defined as the number of orders with a defect divided by the number of orders in the time period of interest. Order defect rate is the key measure of your ability to provide a good customer experience.
A yellow exclamation point this column means that your performance does not currently meet Amazon's target for this metric. You should take steps immediately to improve your performance in this area. Performance at this level will not generally result in the suspension of your selling account, provided you are actively working to improve your customers' satisfaction.
An A-to-z claim was filed against Order ID#: 107-7332884-1656253. Even though Amazon has reimbursed the claim, the claim is still included in your metrics.
To view your Customer Metrics, simply click the Reports tab and select Customer Metrics from the blue navigation bar.