What this audit checks
Authentication & access
- Bearer token still valid (no 401 on /account)
- Token re-issuance via /token (login_email + password) succeeds when expired
- Token expiry tracked - re-auth triggered before expiry rather than on 401
- Sandbox vs production base URL flagged correctly
Label generation (the ShipTheory core SLA)
- Label-generation success < 98% rolling 24h
- Address-validation failure rate > 2%
- Service-eligibility miss > 1% (label requested for unsupported route)
- Manifest gap (LabelPrinted >24h with no OnManifest event) > 0.5%
Sub-carrier consolidation health
- Single-sub-carrier dependency > 80% (defeats consolidation point)
- Sub-carrier OTD spread > 10pp (one sub-carrier dragging aggregate down)
- New sub-carrier added without OTD baseline established
- Sub-carrier route-cost drift > 10% WoW
Exceptions, claims & failed pickups
- Exception rate > 3% rolling 30D
- Open claims unresolved > 7 days
- Failed-pickup rate > 3% (cross-sub-carrier)
- Refused-parcel rate > 1%
Cost & service-mix economics
- Avg cost / shipment up >10% vs prior period
- Sub-carrier rate-card drift > 10% on any single carrier WoW
- Premium-service uplift > 30% WoW (sub-carrier mix shifting expensive)
- Claim value as % of ShipTheory revenue > 2% rolling 90D
Cross-channel: revenue at risk (the kill-shot area)
- Cross-channel: late shipments joined to commerce_sibling orders -> revenue at risk per channel
- Cross-channel: label-gen failures correlated with order_ref - which channels have malformed addresses
- Cross-channel: open claims with no Jira tracker_item -> CS coverage gap
- Cross-channel: sub-carrier blame attribution (when ShipTheory routes via DPD/Royal Mail underneath, which carrier owns the late delivery)
Severity thresholds
| Signal | Warn | Critical |
|---|---|---|
on_time_delivery_rate | 95 | 90 |
label_generation_success_pct | 99 | 98 |
address_validation_fail_pct | 1 | 2 |
manifest_gap_pct | 0.3 | 0.5 |
exception_rate | 2 | 3 |
open_claims_age_days | 7 | 14 |
failed_pickup_rate_pct | 2 | 3 |
shipping_cost_per_order_change_pct | 5 | 10 |
sub_carrier_concentration_pct | 70 | 80 |
sub_carrier_otd_spread_pp | 7 | 10 |
claim_value_pct_of_revenue | 1 | 2 |
auth_token_failures_24h | 1 | 5 |
Data sources
POST https://api.shiptheory.com/v1/token- Bearer token issuance / refreshGET https://api.shiptheory.com/v1/account- Auth probe + account metadataGET https://api.shiptheory.com/v1/shipments- Shipment list + label-gen successGET https://api.shiptheory.com/v1/tracking/{shipment_id}- Tracking events (cross-sub-carrier)