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Nerve Centre KPIs · Audit Profile · Sentiment Settings ShipTheory is a UK shipping aggregator - a single integration that fans out to Royal Mail, DPD, Hermes, Parcelforce, etc. underneath. CloudHub probe shows 4 active merchants on bearer-token auth (BaseUrl api.shiptheory.com/v1, 2023-07 last refresh). Findings either lose money (label-generation failures = orders can’t despatch) or hide carrier mistakes behind the aggregator. Cross-references commerce siblings via order_ref; sub-carrier shipments via parent_consignment.

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What this audit checks

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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

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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%

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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

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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%

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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

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Cross-platform: revenue at risk (the kill-shot area)

  • Cross-platform: late shipments joined to commerce_sibling orders -> revenue at risk per channel
  • Cross-platform: label-gen failures correlated with order_ref - which channels have malformed addresses
  • Cross-platform: open claims with no Jira tracker_item -> CS coverage gap
  • Cross-platform: sub-carrier blame attribution (when ShipTheory routes via DPD/Royal Mail underneath, which carrier owns the late delivery)

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Severity thresholds

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Data sources

  • POST https://api.shiptheory.com/v1/token - Bearer token issuance / refresh
  • GET https://api.shiptheory.com/v1/account - Auth probe + account metadata
  • GET https://api.shiptheory.com/v1/shipments - Shipment list + label-gen success
  • GET https://api.shiptheory.com/v1/tracking/{shipment_id} - Tracking events (cross-sub-carrier)