> ## 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.

# Shippo audit profile, Vortex IQ

> What the Vortex IQ Shippo health audit checks: Shippo: Orca ETA Accuracy, Returns-Label Health & Cross-Channel Dispatch Leak

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

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.

## What this audit checks

### 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)

### 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

### 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)

### 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)

### 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)

### 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

## Severity thresholds

| Signal                          | Warn | Critical |
| ------------------------------- | ---- | -------- |
| `on_time_delivery_rate`         | 96   | 95       |
| `orca_eta_accuracy_pct`         | 90   | 85       |
| `exception_rate`                | 2    | 3        |
| `avg_transit_days_change_pct`   | 5    | 10       |
| `damaged_rate`                  | 0.3  | 0.5      |
| `tracking_gap_pct`              | 3    | 5        |
| `returns_label_failure_pct`     | 1    | 2        |
| `per_carrier_label_failure_pct` | 1    | 2        |
| `return_rate_by_carrier_pct`    | 6    | 8        |
| `rates_cache_staleness_hours`   | 12   | 24       |
| `auth_token_failures_24h`       | 1    | 5        |

## 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