What this audit checks
Authentication & access
- ClientID + ClientSecret still issue valid tokens (no 401)
- Legacy username/password fallback still works for older integrations
- Per-merchant base URL reachable
- Hermes / Evri URL ID maps to a valid account
On-time delivery & courier-window promise
- Carrier OTD < 95% rolling 30D
- Courier-window adherence (estimated arrival window) < 90%
- First-attempt delivery rate < 80% (Evri lower bar than peers due to multi-attempt model)
- Median transit time > 4 days for non-Highlands UK postcodes
ParcelShop drop-off integrity (Evri-specific)
- ParcelShop drop-off failure rate > 3% (courier never picks up)
- Specific ParcelShops with failure rate > 10% (rogue-shop watchlist)
- Drop-off-to-pickup lag > 24h (warehouse cutoff missed signal)
Multi-attempt delivery cap
- Any tracking_number with attempt_number > 3 (return-to-sender risk)
- Redelivery rate > 15% rolling 30D (address-quality / availability signal)
- Returned-to-sender rate > 1.5% (Evri-specific - the multi-attempt + RTS path)
Exceptions, claims & lost-parcel rate
- Exception rate > 3% rolling 30D
- Open claims unresolved > 14 days
- Lost-parcel claim rate > 1.5% rolling 90D (Evri historical baseline)
- Damaged-parcel claim rate > 1%
Cross-channel: revenue at risk (the kill-shot area)
- Cross-channel: late 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: lost-parcel claims correlated with high-value orders -> finance focus
- Cross-channel: 3+ attempt parcels heading to RTS -> proactive customer-service intervention candidates
Severity thresholds
| Signal | Warn | Critical |
|---|---|---|
on_time_delivery_rate | 95 | 90 |
first_attempt_delivery | 85 | 80 |
parcel_shop_failure_pct | 2 | 3 |
redelivery_rate_pct | 12 | 15 |
attempt_count_max | 3 | 4 |
exception_rate | 2 | 3 |
open_claims_age_days | 7 | 14 |
lost_parcel_claim_pct | 1 | 1.5 |
damaged_parcel_claim_pct | 0.7 | 1 |
rts_rate_pct | 1 | 1.5 |
shipping_cost_per_order_change_pct | 5 | 10 |
claim_value_pct_of_revenue | 1 | 2 |
auth_token_failures_24h | 1 | 5 |
Data sources
GET TBD - pending CloudHub C# backend URL extraction- Auth probe + token issuanceGET TBD - pending CloudHub C# backend URL extraction- Shipment list + statusGET TBD - pending CloudHub C# backend URL extraction- Tracking events with attempt_numberGET TBD - pending CloudHub C# backend URL extraction- Claims