> ## 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.

# Evri (formerly Hermes UK) audit profile, Vortex IQ

> What the Vortex IQ Evri (formerly Hermes UK) health audit checks: Evri (Hermes): ParcelShop Drop-off Health, Multi-Attempt Delivery & Cross-Channel Leak

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

Evri (rebranded from Hermes UK in 2022) is a UK B2C courier with a distinctive multi-attempt + ParcelShop drop-off model. CloudHub probe shows 2 active merchants on the legacy HermesAccount table (2021-11 refresh) plus 2 fresh ones on the new EvrisAccounts table (2026-03). Findings either lose a customer (failed ParcelShop drop-off, 3+ delivery attempts) or burn cash (lost-parcel claims - Evri historically higher loss rate than peers).

## 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 issuance
* `GET TBD - pending CloudHub C# backend URL extraction` - Shipment list + status
* `GET TBD - pending CloudHub C# backend URL extraction` - Tracking events with attempt\_number
* `GET TBD - pending CloudHub C# backend URL extraction` - Claims