At a glance
Share of Bring Mypakke (Mypack) pickup-point consignments that expired at the collection point before the recipient came to collect them. Mypack is Bring’s pickup-parcel product: the parcel is delivered to a parcel locker or a post-in-shop (a partner shop counter, supermarket or kiosk acting as a Posten / Bring pickup point), the recipient gets an SMS and email notification with a collection code, and the parcel is held for a fixed retention window (normally 14 calendar days in Norway). If the recipient never collects, the parcel expires and is returned to sender. A rising expiry rate almost always means the notification flow is broken, not that customers stopped caring.
| What it counts | COUNT(mypack_consignments WHERE final_status = expired_uncollected) / COUNT(mypack_consignments delivered_to_pickup_point) over the rolling 30-day window. Only Mypack / Pickup Parcel service codes are in scope; Home Delivery and Business Parcel are excluded because they have no pickup-point retention window. |
| API endpoint | Bring Tracking API GET /tracking/v3/tracks/{consignmentNumber} returns the event stream. The dial reads the ready_for_pickup event (parcel arrived at the locker / post-in-shop), then watches for either collected / delivered or the terminal return_started / returned_to_sender event that Bring raises when the retention window lapses. The booking service code comes from the Bring Booking API POST /booking/v3/bookings (service.id in the Pickup Parcel / Mypakke family). |
| Expiry criterion | A consignment is counted as expired when the tracking stream shows ready_for_pickup followed by return_started with reason code not_collected (Bring’s “ikke hentet”), and no intervening collected scan. Parcels still inside their retention window are not counted; they sit in the denominator only once the outcome is known. |
| Retention window | Bring’s standard hold is 14 calendar days at the pickup point in Norway (some post-in-shop locations and cross-border lanes differ). The clock starts at the ready_for_pickup scan, not at booking or despatch. |
| Notification dependency | The recipient is notified by SMS and email at ready_for_pickup, with reminders before expiry. Expiry rate is the single most sensitive downstream indicator that the notification flow (correct mobile number, valid email, working SMS gateway) is intact. |
| Why it matters | Every expired Mypack parcel becomes a return-to-sender: you pay the outbound leg, the return leg, the restocking handling, and you carry a refund or reship for an order the customer still wanted. It is pure margin leakage with an unhappy customer attached. |
| Time window | 30D (rolling 30 days). Because the outcome can take up to 14 days to resolve, the freshest 14 days of the window are partially provisional. |
| Alert trigger | >3% (flagged as RTS volume risk). Healthy Norwegian Mypack expiry sits around 1 to 2 percent; above 3 percent points at a broken notification flow or a bad address-data batch. |
| Roles | owner, operations |
Calculation
Calculated automatically from your Bring data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading.Worked example
A Norwegian beauty-and-skincare brand based in Oslo, around 2,600 outbound parcels per week, heavily skewed to Mypack pickup because the catalogue is small and letterbox-or-locker friendly: 78 percent Bring Pickup Parcel (Mypack), 18 percent Bring Home Delivery, 4 percent cross-border Nordic. Reading taken at 09:00 CET on 14 Apr 26 for the trailing 30 days (15 Mar 26 to 13 Apr 26). Mypack leg only:| Pickup-point type | Delivered to point | Expired uncollected | Expiry rate |
|---|---|---|---|
| Parcel locker (pakkeboks) | 4,910 | 49 | 1.0% |
| Post-in-shop (supermarket / kiosk) | 3,180 | 121 | 3.8% |
| Cross-border SE pickup point | 410 | 28 | 6.8% |
| All Mypack (this card) | 8,500 | 198 | 2.3% |
>3% alert is not tripped at the aggregate, but two segments are well over it. Five things to notice:
- The aggregate hides the broken segment. Parcel-locker expiry is a healthy 1.0 percent, but post-in-shop is at 3.8 percent and the small cross-border pickup segment is at 6.8 percent. The aggregate looks fine because lockers carry the volume. Always split by pickup-point type before deciding the flow is healthy.
- Post-in-shop expiry is usually a notification problem. Lockers send their own reminder cadence and let the customer collect at any hour; post-in-shop relies on the recipient visiting during shop opening hours and acting on the SMS. A 3.8 percent post-in-shop rate almost always means SMS reminders are not landing: a stale mobile-number field at checkout, an SMS gateway throttle, or a marketing-consent flag wrongly suppressing transactional SMS.
- The cross-border pickup tail is the worst per-parcel. 6.8 percent on 410 parcels is only 28 parcels, but each one is a cross-border outbound plus a cross-border return: the most expensive RTS you can generate. Cross-border pickup expiry is often a language problem (notification sent in Norwegian to a Swedish recipient) or a longer-but-undisclosed retention difference.
- 198 expired parcels is the real cost. At an estimated 64 NOK outbound plus 64 NOK return plus 35 NOK handling, 198 expiries is roughly 32,000 NOK of pure leakage in 30 days, before counting the refund or reship and the lost lifetime value of an annoyed customer. Pair with Returned to Sender to see the RTS volume this feeds.
- The freshest fortnight is provisional. Because the 14-day retention clock has not finished for parcels dropped in the last two weeks, the most recent slice of the window will tick up as those parcels resolve. Read the trend, not a single morning’s number, before raising an incident.
Sibling cards merchants should reference together
Mypack expiry is a leading indicator for return-to-sender volume and a direct readout on the notification flow. Pair it with these:| Card | Why pair it with Mypack Pickup Expiry Rate | What the combination tells you |
|---|---|---|
| Returned to Sender | Expired Mypack parcels are the largest single feeder into RTS. | If RTS rises and Mypack expiry rises in step, the root cause is uncollected pickups, not address failures. |
| Mypack Pickup Expiring or SLA Breach | The real-time alert that surfaces parcels approaching expiry before they lapse. | This dial is the rate after the fact; the alert is the chance to act before it. Watch both. |
| First-Attempt Delivery Rate | Whether the parcel reached the pickup point cleanly on the first try. | A clean first attempt but high expiry isolates the failure to collection, not delivery. |
| Home vs Mypack vs Business Door | How much of your volume rides on Mypack in the first place. | The more Mypack-heavy you are, the more expiry leakage matters to the P&L. |
| Exception Rate | Tracking-event exceptions including held-at-terminal and notification failures. | A notification-delivery exception spike predicts an expiry-rate rise about 10 to 14 days later. |
Cross-connector: shopify.refund_rate | Downstream impact: an expired pickup becomes a refund or reship. | A Mypack expiry spike precedes a refund-rate rise at 14 to 21 days as the RTS parcels resolve. |
Cross-connector: klaviyo.sms_delivery_rate | If transactional notifications route through your own messaging stack. | A drop in SMS delivery rate is a textbook upstream cause of a Mypack expiry spike. |
Reconciling against the vendor’s own dashboard
Where to look in Bring’s own portal: Mybring is the merchant-facing portal. Navigate to Statistics → Pickup Point Performance (or the Mypakke / Pickup Parcel report) for the expiry and not-collected breakdown, and to Tracking to drill into an individual consignment’s event history and see the exactready_for_pickup and return_started timestamps. The monthly Quality Report PDF that Bring issues to Customer Service Account holders is the authoritative version for any service or cost conversation.
The closest like-for-like view is Pickup Parcel / Mypakke, Last 30 Days, Outcome: Not Collected (ikke hentet), Outbound Only.
Why our number may legitimately differ from Mybring:
| Reason | Direction | Why |
|---|---|---|
| Retention window not yet elapsed | Ours lower than final | Parcels dropped in the last 14 days have not finished their hold. The card shows them as still-in-window until the outcome resolves; Mybring may present the same provisional state differently. The numbers converge once the window closes. |
| Timezone (CET / CEST vs UTC) | Boundary days off | Mybring timestamps the pickup-point scans in Oslo local time; scan timestamps are recorded in carrier-local time. The card stores in UTC. Across 30 days the effect is below 0.1 percentage points; a single day’s boundary can shift by one. |
| Tracking-event ingestion lag | Ours lower for “today” | Bring’s tracking stream is typically 5 to 30 minutes behind the pickup-point scan, longer during December and Black Week. A just-expired parcel may not show the return_started event in our index for a few minutes. |
| Reason-code mapping | Either | Bring uses several return reasons (not collected, refused, address unknown). The card counts only not_collected; if Mybring’s report bundles all return reasons together, its “returned” total will exceed our expiry count. |
| Cross-border pickup differences | Either | Swedish, Danish and Finnish pickup points can have different retention windows and reason codes via partner feeds; the card normalises to the not-collected outcome where the partner feed exposes it. |
| Card | Expected relationship | Causes of legitimate divergence |
|---|---|---|
shopify.refund_rate | Downstream sentiment proxy. Expired pickups become refunds or reships. | Refund rate has many drivers; Mypack expiry is one input, lagged by the retention window. |
klaviyo.sms_delivery_rate | Upstream cause when notifications route through your own stack. | Bring also sends its own SMS / email; a healthy Klaviyo number does not guarantee Bring’s notification landed. |
Known limitations / merchant FAQs
What is Mypack / Mypakke exactly? Mypakke (rendered “Mypack” in English) is Bring’s pickup-parcel product. Rather than delivering to the door, Bring delivers the parcel to a nearby pickup point: a self-service parcel locker (pakkeboks) or a post-in-shop counter inside a supermarket, kiosk or convenience store acting as a Posten / Bring pickup point. The recipient gets an SMS and email with a collection code and a deadline. It is the cheapest and most reliable Bring residential option in Norway, but it depends on the customer actually turning up to collect. Why is my expiry rate suddenly above 3 percent? In order of likelihood: (1) the notification flow broke, a stale or wrong mobile-number field at checkout, an SMS gateway throttle, or a consent flag suppressing transactional SMS; (2) a bad address-data batch sent parcels to the wrong pickup point; (3) a seasonal effect, expiry climbs over holiday periods when recipients are away; (4) a cross-border language issue, notifications sent in the wrong language. Check the notification flow first, it explains most spikes. Does a parcel still in its retention window count as expired? No. The denominator includes only consignments whose outcome is known: collected, or returned-not-collected. A parcel sitting in a locker on day 6 of 14 is neither; it waits in the population until it resolves. This is why the freshest fortnight of the window is provisional and will tick up as parcels resolve. Customer says they never got a notification. How do I verify? Open the consignment in Mybring → Tracking and check theready_for_pickup event timestamp and the notification log. If the notification fired but the mobile number is wrong, fix the checkout capture. If it never fired, raise it with your Bring Customer Service Account team, the SMS may have been throttled or the number rejected at the gateway.
Is Mypack expiry worse than a failed home delivery?
Per parcel, often yes. A failed home delivery usually triggers a redelivery or an automatic divert to a nearby pickup point; an expired Mypack parcel goes all the way back to sender and becomes a full RTS with both legs paid. That is why the alert sits at a tight 3 percent and feeds the RTS volume-risk flag.
How do I reduce the rate?
Three levers: (1) make transactional SMS bulletproof, validate the mobile number at checkout and never suppress transactional SMS with a marketing-consent flag; (2) add your own reminder before Bring’s expiry, a branded “your parcel is waiting, collect by 14 Apr 26” message lifts collection materially; (3) for cross-border, send notifications in the recipient’s language and state the local retention window explicitly. See Mypack Pickup Expiring or SLA Breach for the proactive real-time list.