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Metrics type: Cross-Platform Metrics • Category: Shipping & Courier
Per-channel Evri OTD.

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At a glance

Evri on-time delivery rate broken down by the sales channel that originated the order. The card joins Evri shipment delivery data to the commerce platform’s order data on order_ref, then groups by order.channel. Evri is a cost-leader carrier with structurally lower OTD than Royal Mail or DPD; the per-channel slice helps the merchant see which sales surfaces are paying the reliability cost most heavily.

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Calculation

Calculated automatically from your Evri (formerly Hermes UK) data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading.

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Worked example

A UK DTC clothing brand running multi-channel commerce: Shopify D2C as the flagship, eBay for clearance lines, Etsy for vintage range, plus a wholesale B2B portal. Evri is the default carrier on items under £40 because of the cost advantage. Reading taken at 09:00 BST on 12 Mar 26 for the trailing 30 days (10 Feb 26 to 11 Mar 26). The card fires on eBay (89.5%). Five things to notice:
  1. eBay at 89.5 percent is below the per-channel alert. The aggregate at 93.2 percent looks like Evri’s normal performance, but the eBay slice tells a different story. eBay buyers leave negative feedback on late delivery at higher rates than D2C customers; the listing-quality damage compounds.
  2. Why is eBay specifically worse? Probably upstream timing. eBay orders flow through a different webhook than Shopify orders, with longer lag from order placement to label print. A 6-hour Shopify dispatch lag becomes a 12-hour eBay dispatch lag, which adds a day to the customer-perceived delivery timeline. The Evri leg performs identically; the channel pipeline is the gap.
  3. The fix is operational dispatch tightening, not switching carrier. Spot-check 20 late eBay parcels: if the median order-to-label gap is significantly higher than Shopify, fix the eBay ingestion timing. Most large eBay sellers automate the order-to-label flow tightly; the gap on this merchant suggests the automation is loose.
  4. Etsy at 92.1 percent is borderline. Watch the trend; if it slides another 2 points it triggers alerts and the same diagnostic applies. Etsy customers tend to be more forgiving than eBay (slower-paced marketplace, gift / artisan context), but the underlying signal is the same.
  5. Aggregate hides the problem. The headline OTD on On-Time Delivery Rate reads 93.2 percent, fine for Evri. The per-channel view exposes the eBay-specific 4-point gap. Always look at the breakdown, not the aggregate.

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Sibling cards merchants should reference together

Per-channel OTD is a cross-platform metric. Pair with these:

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Reconciling against the vendor’s own dashboard

Where to look: Derived view; Evri’s portal does not surface OTD by sales channel because Evri does not see the upstream channel attribution. Reconciliation is against the merchant’s own commerce-platform order data joined to Evri tracking data. Why our number may legitimately differ from upstream sources: Internal identity (within Evri): Volume-weighted average of per-channel OTD ≈ aggregate her_otd_rate. If they diverge by more than 2 points, order-reference joins are dropping volume. Cross-connector reconciliation:
Documentation cross-reference (cross-platform OTD on other carriers).

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Known limitations / merchant FAQs

Why does eBay always look worse on Evri? Two structural reasons. (1) eBay’s order-to-label flow tends to have longer lag than Shopify’s; the additional hours between order and dispatch eat into the OTD window. (2) eBay buyers leave negative feedback at higher rates than D2C customers; the same OTD performance feels worse on eBay. My channel taxonomy is custom, can the card group correctly? Yes if the field is populated consistently. The card normalises via field map; custom values need adding to the channel allowlist or they fall into “unknown”. Why is there an “unknown” channel? Evri shipments without a matching commerce-platform order go to “unknown”. Common causes: B2B portals not passing order_ref, lagging commerce sibling, format mismatch. The aggregate is fine but one channel is at 88 percent, why does the per-channel alert fire? Because the alert is per-channel, not aggregate. The per-channel view is the actionable signal; aggregate is the report. What should I do when one channel slips below 90 percent? Five-step diagnostic. (1) Check whether dispatch lag for that channel has grown vs other channels. (2) Check whether the channel’s parcel mix is heavier than others (more rural, more outsize). (3) Check whether the channel’s customer base is more demanding (eBay vs Etsy vs D2C). (4) Compare against other carriers’ slice for the same channel. (5) Talk to the channel team about whether the customer promise on that channel matches Evri’s structural performance. Should I switch the slipping channel to a different carrier? Often yes. If a specific channel is paying disproportionate cost in customer feedback / refunds, route that channel’s parcels via a more reliable (more expensive) carrier while keeping Evri for the other channels. Multi-carrier routing by channel is a common pattern. Why is Wholesale B2B at 95 percent on a small sample? Wholesale buyers usually receive fewer parcels per round, the courier spends more time per stop, and the addresses are commercial (which Evri delivers more reliably than residential). Small volume amplifies the apparent advantage; watch the trend not the absolute level. My Etsy slice is at 92 percent vs Shopify at 94 percent, is that enough to act on? Marginal. A 2-point gap on small-volume channels (740 vs 8,600) is noise-band; don’t act unless the gap widens or the trend points in one direction. The action threshold is more like a 4-point gap.

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Tracked live in Vortex IQ Nerve Centre

Evri OTD by Sales Channel is one of hundreds of KPI pulses Vortex IQ tracks across Evri (formerly Hermes UK) and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. Start for free or book a demo to see this metric running on your own data.