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Nerve Centre KPIs · Audit Profile · Sentiment Settings Salesforce Commerce Cloud (B2C, formerly Demandware) health audit for enterprise multi-storefront merchants. Answers six questions: (1) are the OCAPI / SCAPI integrations authenticated on supported API versions, not an End-of-Life version; (2) is the catalogue and inventory healthy across the master / variant product model and the country / locale storefronts; (3) are orders confirming, paying, and shipping without backlog or excess cancellations; (4) are customers registering and returning, not churning; (5) are refunds bounded and payment status reconciling; (6) cross-channel, is live revenue at risk from SKUs out of stock on SCC but active on a marketplace sibling, or from orders not syncing downstream to Marketing / Service Cloud. The cross-channel area joins SCC order, product, and customer signals to commerce, marketplace, ads, and email siblings to size revenue at risk.

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What this audit checks

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Authentication & access

  • OAuth2 client credentials resolve against Account Manager (account.demandware.com) for the target realm and instance
  • Client scopes cover the resources in use: orders, products, inventory, customers, promotions
  • API surface is classified correctly per integration: legacy OCAPI (Open Commerce API) vs modern SCAPI (Salesforce Commerce API)
  • Per-tenant hostname and site_id resolve for the targeted instance (production / staging / development / sandbox)
  • No integration is running on an API version that is End-of-Life or End-of-Life within 60 days (Salesforce deprecates 2 versions per year)

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Catalogue & inventory health

  • Out-of-stock count is bounded; SKUs with inventory_available_to_sell = 0 are not still online with active demand
  • Offline products (online = false) reviewed; no high-velocity SKU silently offline
  • Master / variant relationships are consistent; no orphan variants without a master product
  • Low-stock products flagged before they reach zero inventory
  • Promotions reference active, in-stock products (no live promotion on an out-of-stock SKU)

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Order & fulfilment health

  • Fulfilment rate above baseline; shipping_status reaching shipped within the expected window
  • Pending orders (created / new / open) not exceeding 2x the 30-day average (processing backlog)
  • Failed orders in the last 24h below threshold; payment or integration failures surfaced
  • Cancellation rate below 3% on a 30-day window
  • Payment status reconciles; no excess of not_paid / part_paid orders shipping out

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Customer & retention

  • Repeat customer rate at or above 25% baseline
  • New-customer acquisition trend stable vs prior period across storefronts
  • Churn rate bounded; high-value customers still active and ordering
  • Customer records sync to downstream Marketing Cloud / email tooling for high-value cohorts

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Payments & refunds

  • Refund rate below 5% on a 30-day window (warn) and within hard cap (critical)
  • Refund volume reconciles against order_total and currency per site
  • No single locale / currency driving a disproportionate share of refunds
  • Payment status distribution healthy; paid share dominant over not_paid

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Cross-channel: revenue at risk

  • SKU out of stock on SCC but active on a marketplace sibling (amazon / ebay / walmart_marketplace.marketplace_listing) sized as recoverable demand
  • Orders placed more than 24h ago not yet synced downstream to Marketing Cloud / Service Cloud / OMS (sync drift)
  • Locale-specific conversion drop: a single country storefront converting below 50% of the group baseline
  • Top-velocity SKUs receiving disproportionately low ad spend on an ads sibling (google_ads / facebook_ads.campaign)
  • High-value SCC customers unengaged on the email sibling (mailchimp / klaviyo) for more than 90 days

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Severity thresholds

SignalWarnCritical
refund_rate510
cancellation_rate36
conversion_rate1.5-
out_of_stock_count1030
fulfillment_rate95-

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Data sources

  • POST https://account.demandware.com/dwsso/oauth2/access_token - OAuth2 (Account Manager) token exchange for OCAPI / SCAPI access
  • GET https://{instance}/s/-/dw/data/v23_2/orders - Order history with confirmation / payment / shipping status, order_total, currency, locale, site_id
  • GET https://{instance}/s/-/dw/data/v23_2/products - Catalogue with online flag, type (master / variant), inventory_total, inventory_available_to_sell, list / sale price
  • GET https://{instance}/s/-/dw/data/v23_2/inventory_lists - Inventory records and availability for out-of-stock and low-stock detection
  • GET https://{instance}/s/-/dw/data/v23_2/customer_lists/{list_id}/customers - Registered customers for new / repeat / churn and downstream-sync coverage
  • GET https://{instance}/s/-/dw/data/v23_2/promotions - Active promotions for promotion-on-out-of-stock detection
  • GET https://{instance}/s/-/dw/data/v23_2/sites - Enabled storefronts with locale and currency for per-locale conversion checks
  • GET https://{instance}/s/-/dw/data/v23_2/clients - Per-integration API surface and version for End-of-Life deprecation alerting