> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Salesforce Commerce Cloud (B2C) audit profile, Vortex IQ

> What the Vortex IQ Salesforce Commerce Cloud (B2C) health audit checks: Salesforce Commerce Cloud: keep storefronts converting, catalogue clean, orders flowing

**[Nerve Centre KPIs](/nerve-centre/kpi-cards/salesforce-commerce-cloud) · [Audit Profile](/nerve-centre/kpi-cards/salesforce-commerce-cloud/audit) · [Sentiment Settings](/nerve-centre/kpi-cards/salesforce-commerce-cloud/sentiment)**

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.

## What this audit checks

### 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)

### 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)

### 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

### 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

### 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

### 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

## Severity thresholds

| Signal               | Warn | Critical |
| -------------------- | ---- | -------- |
| `refund_rate`        | 5    | 10       |
| `cancellation_rate`  | 3    | 6        |
| `conversion_rate`    | 1.5  | -        |
| `out_of_stock_count` | 10   | 30       |
| `fulfillment_rate`   | 95   | -        |

## 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