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Nerve Centre KPIs · Audit Profile · Sentiment Settings ShipBob is the merchant’s physical operations layer. Findings here either cost the merchant a customer (SLA miss, late delivery, stockout) or burn margin (carrier degradation, FC overload, return-rate spike). Cross- references commerce siblings (Shopify / BigCommerce / Adobe / Amazon) and ad-platform siblings (Google Ads / Amazon Ads) to compute revenue-at-risk and to auto-pause spend when the goods can’t actually ship.

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What this audit checks

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Authentication & access

  • PAT still valid (auth on /1.0/channel)
  • Channel(s) accessible - agency view shows >0 channels
  • Sandbox vs production mode flagged correctly (avoid demo data leaking to live findings)

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SLA & on-time delivery (the customer-promise area)

  • Orders breaching SLA in flight (any > 0 = active customer-experience risk)
  • SLA compliance by warehouse < 90% (which FCs are missing the promise)
  • OTD rate trending below 90% for 3+ days
  • Delayed orders > 10% in last 7 days
  • Pick/pack time > 24h at any FC

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Stockout-with-demand (the highest-leverage cross-channel area)

  • OOS SKUs where committed > 0 - actively losing sales NOW
  • Cross-channel: OOS SKU appears in active amazon_ads campaign - $ wasted
  • Cross-channel: OOS SKU appears in active google_ads campaign - $ wasted
  • Cross-channel: OOS SKU listed on shopify/bigcommerce DTC product page without ‘sold out’ state
  • Days-of-cover < 14 on top-velocity SKUs (reorder-window trigger)
  • Inventory ageing > 120d on flagship SKUs (slow-mover cash drag)

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Warehouse capacity & throughput

  • FC capacity utilisation > 85% (overload signal)
  • Warehouse backlog > 100 orders / FC (live bottleneck)
  • Warehouse error rate > 3% (quality issue at FC)
  • Throughput drop > 25% WoW at any FC
  • Single-FC concentration on top-velocity SKUs (resilience risk)

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Carrier health

  • Carrier OTD < 85%
  • Carrier last-mile time > 12h
  • Carrier exception rate spike > 2σ vs 30d baseline
  • Single-carrier dependency > 80% of volume on a region (resilience risk)

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Returns intelligence

  • Return rate > 8% overall
  • Per-SKU return rate > 15% (defective product signal)
  • Return reason cluster shift - new dominant reason emerging WoW
  • Return processing time > 7 days (reverse-logistics bottleneck)
  • Return rate spike > 2σ on a specific region (regional product/sizing issue)

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Cost & margin

  • Shipping cost / order up > 10% vs prior period
  • Fulfilment cost / order > $10 at any FC
  • Cost-as-% of revenue > 15% (margin pressure)
  • High-cost shipment outliers > 2× avg (investigate routing)

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Agency / multi-merchant signals (only when channel_count > 1)

  • Per-channel fulfilment rate < 95% (which client needs help)
  • Per-channel OTD < 90% (which brand is suffering)
  • Per-channel SLA < 90% (account-management priority)
  • Per-channel inventory risk heatmap (cross-brand stock health)

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Severity thresholds

SignalWarnCritical
orders_breaching_sla15
sla_compliance9590
on_time_delivery_rate9590
warehouse_capacity_pct7585
warehouse_error_rate_pct23
pickpack_time_hrs1824
stockout_with_demand_count15
days_of_cover2114
inventory_ageing_days90120
carrier_otd_pct9085
return_rate_pct58
per_sku_return_rate_pct1015
shipping_cost_per_order_change_pct510
cost_pct_of_revenue1215

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Data sources

  • GET https://{api_host}/1.0/channel - Auth + multi-channel discovery
  • GET https://{api_host}/1.0/location - FC inventory, capacity, status
  • GET https://{api_host}/1.0/inventory - Per-SKU per-FC inventory snapshots (the OOS join key)
  • GET https://{api_host}/1.0/order - Order status + age (SLA evaluation)
  • GET https://{api_host}/1.0/shipment - Shipment timing, carrier, cost, OTD calculation
  • GET https://{api_host}/1.0/tracking - Live tracking events + last-mile timing
  • GET https://{api_host}/1.0/return - Return rate + reasons + processing time
  • GET https://{api_host}/1.0/receiving - Inbound POs - feeds inventory ageing + stock-on-water signals