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Nerve Centre KPIs · Audit Profile · Sentiment Settings Shippo is a multi-carrier shipping aggregator skewed to SMB / mid-market DTC merchants. Its distinguishing strengths are Orca predictive ETA (the checkout delivery promise) and a first-class Returns API. Findings either cost a customer (over-promised Orca ETA, stale rate cache showing wrong checkout cost) or stall reverse logistics (returns-label generation failures). Auth is a single ShippoToken header, so credential health and per-underlying-carrier failure attribution dominate. Cross-references commerce siblings via order_ref / tracking_number and Klaviyo via customer_email.

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What this audit checks

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Authentication & access

  • ShippoToken header still authenticates against GET /accounts/ (no 401)
  • Live token prefix ‘shippo_live_’ in use for production org (not a ‘shippo_test_’ sandbox key)
  • Inactive carrier_accounts (active=false) on previously-used carriers via GET /carrier_accounts/
  • Auth failures over rolling 24h above threshold (token revoked or rotated)

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On-time delivery & transit

  • Orca predicted-ETA accuracy < 85% (actual delivery vs orca_estimated_delivery within +/- 1 day)
  • On-time delivery rate < 96% rolling 30D (tracking_status=DELIVERED before expected window)
  • Avg transit days up > 10% vs prior period (object_created -> DELIVERED status_date)
  • Dispatch SLA breached: NOW - object_created > sla_days while tracking_status not DELIVERED

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Exceptions & failed deliveries

  • Exception rate > 3% rolling 30D (tracking_status=FAILURE via GET /tracks/)
  • Shipments stuck in PRE_TRANSIT > 48h (carrier never scanned label)
  • Label generation success < 95% in last 1h (Nerve Centre alert parity)
  • Per-underlying-carrier label-creation failure rate > 2% (surface which credential needs refresh)

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Damaged / lost parcels

  • Damaged-parcel rate > 0.5% (RETURNED or FAILURE with damage status_details)
  • Lost-in-transit rate: shipments with no tracking event > 7 days after PRE_TRANSIT
  • Returns label generation failure rate > 2% (status=ERROR / INVALID on /shipments/?metadata=return)
  • Return rate by underlying carrier > 8% (tracking_status=RETURNED / total by carrier_account)

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Tracking data completeness

  • Tracking-event gap > 24h since last status_date while not in DELIVERED / RETURNED / FAILURE
  • Shipments missing tracking_number after label creation (tracking gap pct above threshold)
  • TrackingEvent records missing location json (poor downstream customer comms)
  • Rates cache staleness > 24h (wrong shipping cost shown at checkout)

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Cross-channel fulfilment SLA

  • Cross-channel: ecom order has no matching Shippo shipment after 48h -> revenue at risk per channel
  • Cross-channel: actual delivery > Orca-predicted ETA by > 24h -> over-promised at checkout, CS escalation candidate
  • Cross-channel: tracking-event gap > 24h joined to commerce_sibling order -> proactive Klaviyo email candidate
  • Cross-channel: cost per parcel by zone > 10% above direct-carrier sibling (Shippo aggregation premium)
  • Cross-channel: late-delivery refund-propensity * sibling.order.total -> revenue exposure

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Severity thresholds

SignalWarnCritical
on_time_delivery_rate9695
orca_eta_accuracy_pct9085
exception_rate23
avg_transit_days_change_pct510
damaged_rate0.30.5
tracking_gap_pct35
returns_label_failure_pct12
per_carrier_label_failure_pct12
return_rate_by_carrier_pct68
rates_cache_staleness_hours1224
auth_token_failures_24h15

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Data sources

  • GET https://api.goshippo.com/accounts/ - Account / auth validation (ShippoToken header)
  • GET https://api.goshippo.com/shipments/ - Shipments + Orca ETA + returns (metadata=return filter)
  • GET https://api.goshippo.com/tracks/ - Tracking events / status / exception detection
  • GET https://api.goshippo.com/carrier_accounts/ - Underlying carrier account health + active flag