> ## 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.

# DHL InExpress audit profile, Vortex IQ

> What the Vortex IQ DHL InExpress health audit checks: DHL InExpress: International Express SLA, Customs Lane Health & Duty Reconciliation

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

DHL InExpress is the integrator brand for DHL Express international B2B + B2C parcel delivery. CloudHub probe shows 1 active merchant on APIKey + CustomerID + RestAPIIntegrationId auth (BaseUrl expresswebship.com/restapi/v1). Findings either lose a customer (international Express SLA breach, customs hold) or burn cash (duty- billing mismatch, late-delivery refund).

## What this audit checks

### Authentication & access

* API Key + Customer ID still authenticate against the DHL Express endpoint (no 401)
* REST integration ID maps to active customer record
* Sandbox vs production base URL flagged correctly

### International Express service-day promises

* International Express OTD \< 95% rolling 30D
* Express 9:00 / 12:00 next-day-by-time SLA \< 98%
* Express Worldwide multi-day promise \< 96%
* Economy Select multi-day promise \< 92%

### Customs & cross-border friction

* Customs hold rate > 1% per international lane
* Customs dwell time > 24h on lanes that typically clear in \<6h
* Customs-value declaration mismatch > 1%
* HS-code accuracy \< 99% (commercial-invoice friction signal)

### Duty / tax billing reconciliation

* Duty-billing mismatch rate > 1% (DHL bill vs merchant-quoted)
* Outstanding duty refunds > 30 days (cash trapped)
* DDP shipments delivered as DAP (duty paid by recipient when shouldn't be)

### Exceptions, claims & cost

* Exception rate > 3% rolling 30D
* Open claims unresolved > 30 days (DHL claim cycle)
* Damaged-parcel claim rate > 0.5%
* Avg cost / shipment up >10% vs prior period
* Claim value as % of DHL revenue > 1% rolling 90D

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

* Cross-channel: late international shipments joined to commerce\_sibling orders -> revenue at risk per channel
* Cross-channel: open claims with no Jira tracker\_item -> CS coverage gap
* Cross-channel: customs-held shipments -> proactive merchant-IOSS / commercial-invoice fix candidates
* Cross-channel: duty-billing mismatch -> finance reconciliation queue

## Severity thresholds

| Signal                               | Warn | Critical |
| ------------------------------------ | ---- | -------- |
| `on_time_delivery_rate`              | 96   | 95       |
| `international_express_sla_pct`      | 96   | 95       |
| `customs_hold_pct`                   | 0.5  | 1        |
| `customs_dwell_hours`                | 12   | 24       |
| `duty_billing_mismatch_pct`          | 0.5  | 1        |
| `hs_code_accuracy_pct`               | 99.5 | 99       |
| `exception_rate`                     | 2    | 3        |
| `open_claims_age_days`               | 14   | 30       |
| `shipping_cost_per_order_change_pct` | 5    | 10       |
| `claim_value_pct_of_revenue`         | 0.5  | 1        |
| `auth_token_failures_24h`            | 1    | 5        |

## Data sources

* `GET https://expresswebship.com/restapi/v1 - exact paths TBD pending C# backend extraction` - Auth probe + customer metadata
* `GET https://expresswebship.com/restapi/v1 - shipment list` - Shipment list + status
* `GET https://expresswebship.com/restapi/v1 - tracking` - Tracking events