> ## 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. # Exception Rate, Evri (formerly Hermes UK) > Exception Rate for Evri (formerly Hermes UK) stores. Tracked live in Vortex IQ Nerve Centre. How to read it, why it matters, and how to act on it. **Metrics type:** [Key Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Shipping & Courier](/nerve-centre/connectors#connectors-by-type) ## At a glance > Share of Evri parcels that threw at least one tracking exception event before final delivery. Exceptions on Evri include carded ("Attempted, no answer"), refused, address-invalid, courier no-show ("not loaded onto vehicle"), depot misroute, and the Evri-specific failure mode of ParcelShop pickup not occurring. A parcel that threw an exception but eventually delivered still counts here, the card surfaces operational friction. | | | | -------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | `COUNT(parcels WHERE any tracking_event.code IN exception_codes) / COUNT(parcels WHERE status IN ('DELIVERED','FAILED','RTS'))`. | | **Exception codes included** | `CARDED` (driver attempted, no answer), `REFUSED` (recipient declined), `ADDRESS_INVALID`, `NOT_LOADED` (parcel did not make courier's vehicle), `MISROUTE` (sortation hub error), `PARCELSHOP_NOT_PICKED_UP` (Evri-specific, sat at ParcelShop but courier did not collect), `DAMAGED_IN_TRANSIT`, `LOST_AT_DEPOT`. | | **API endpoint** | Evri's tracking API `getTrackingDetails` exposes the full event ladder per parcel; Vortex IQ matches event codes against Evri's published exception taxonomy. | | **Service level scope** | All outbound services pooled. Returns leg has separate exception measurement. | | **Multiple exceptions per parcel** | One parcel counts once regardless of how many exception events fire. | | **Self-employed-courier model implications** | Evri's exception rate is structurally higher than salaried-driver carriers because courier no-shows, sick days, and turnover produce `NOT_LOADED` or carded scans. Healthy steady-state is 2 to 4 percent vs Royal Mail's 1 to 2 percent. | | **Returns / RTO** | RTS parcels are included in both numerator and denominator. | | **Time zone** | UK local. | | **Time window** | `30D vsP` (rolling 30 days, period-over-period). | | **Alert trigger** | `>3%` warn. Calibrated to Evri's structural baseline. | | **Roles** | owner, operations | ## 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. ## Worked example A UK DTC home-fragrance brand running Evri Standard for everyday consumer parcels, around 8,400 parcels per month, mixed urban / suburban / rural delivery. Reading taken at 09:00 BST on 12 Mar 26 for the trailing 30 days (10 Feb 26 to 11 Mar 26). | Exception code | Parcels flagged | % of total | Notes | | ----------------------------- | --------------- | ---------- | ------------------------------------------------------------- | | CARDED (recipient absent) | 168 | 2.0% | Driver attempted, no answer, calling card left | | NOT\_LOADED (courier no-show) | 52 | 0.62% | Evri-specific. Self-employed courier did not pick up vehicle. | | ADDRESS\_INVALID | 45 | 0.54% | Customer-side address typos | | PARCELSHOP\_NOT\_PICKED\_UP | 21 | 0.25% | Evri-specific. ParcelShop drop-off not collected by courier | | REFUSED | 14 | 0.17% | Recipient declined | | MISROUTE | 9 | 0.11% | Depot sortation error | | DAMAGED\_IN\_TRANSIT | 7 | 0.08% | Driver flagged damage | | LOST\_AT\_DEPOT | 4 | 0.05% | Last-scan-at-depot, never re-emerged | | **Total exceptions** | **320** | **3.81%** | Above alert | The card reads **3.81 percent**, the alert at `>3%` is **tripped**. Five things to notice: 1. **CARDED at 2 percent dominates the count.** Standard for Evri; the structurally-similar number on Royal Mail Tracked would be \~1.0 to 1.5 percent because Royal Mail's salaried postman has a fixed local round and tends to know which houses are typically empty during the day. Evri's rotating self-employed couriers do not build that local knowledge as efficiently. The fix is largely customer-side: add "leave with neighbour" instructions on the parcel via the Evri portal, allow customers to pre-set safe-place preferences. 2. **NOT\_LOADED at 0.62 percent is the Evri-specific signal.** It means a self-employed courier was scheduled to pick up the round, didn't show, and the parcels sat at the depot until a backup courier could be assigned (next day). 0.62 percent is in line with Evri's published baseline; above 1 percent indicates a depot-staffing crisis. 3. **PARCELSHOP\_NOT\_PICKED\_UP at 0.25 percent is small but distinctive.** This is a parcel sitting at a ParcelShop that the Evri pickup courier did not collect on the daily sweep. The fix is to identify which ParcelShops are involved (a single non-collected ParcelShop drives most of the count). Pair with [ParcelShop Drop-off Failure Rate](/nerve-centre/kpi-cards/hermes-evri/parcelshop-drop-off-failure-rate). 4. **LOST\_AT\_DEPOT at 0.05 percent (4 parcels) translates to lost-parcel claims.** Each is a candidate for [Lost-Parcel Rate](/nerve-centre/kpi-cards/hermes-evri/lost-parcel-rate). Persistent presence of LOST\_AT\_DEPOT is the trigger to escalate with Evri's account team. 5. **The 3.81 percent headline is just above alert.** Treat 2 to 4 percent as Evri's normal range; above 4 percent for two weeks running is escalation territory. Rising trend is more important than absolute level. ## Sibling cards merchants should reference together Exception rate is a leading indicator. Pair with these: | Card | Why pair it | What the combination tells you | | -------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------- | | [On-Time Delivery Rate](/nerve-centre/kpi-cards/hermes-evri/on-time-delivery-rate) | Exceptions predict OTD dips at 24-48 hour lag. | Rising exception rate without a corresponding OTD drop means Evri's redelivery network is absorbing the friction; both moving means real degradation. | | [Late Shipments](/nerve-centre/kpi-cards/hermes-evri/late-shipments) | Each carded or refused exception typically converts to late if not resolved same-day. | Exception count - successful redeliveries roughly equals net new lates. | | [ParcelShop Drop-off Failure Rate](/nerve-centre/kpi-cards/hermes-evri/parcelshop-drop-off-failure-rate) | The ParcelShop-specific exception subset. | Identifies which ParcelShops are unreliable. | | [Redelivery Attempts > 3](/nerve-centre/kpi-cards/hermes-evri/redelivery-attempts-3) | Carded and refused exceptions accumulate redelivery attempts. | Each row past 3 attempts is on its way to RTS. | | [Lost-Parcel Rate](/nerve-centre/kpi-cards/hermes-evri/lost-parcel-rate) | LOST\_AT\_DEPOT exceptions feed lost-parcel rate. | Persistent LOST\_AT\_DEPOT is the structural trigger. | | [OTD by Route](/nerve-centre/kpi-cards/hermes-evri/otd-by-route) | Postcode-level exception concentration. | Identifies courier-event hotspots. | | Cross-connector: [`shopify.address_validity`](/nerve-centre/shopify/address_validity) | Upstream cause for ADDRESS\_INVALID. | If Shopify is not running address validation at checkout, the rate of typos passes through to this card. | | Cross-connector: customer-service ticket volume | Strong lagged correlation. | CARDED parcels generate WISMO tickets at 30-50 percent of carded count. | ## Reconciling against the vendor's own dashboard **Where to look in Evri's own portal:** [Evri Business Portal](https://www.evri.com/) → **Reports → Exception Reports**. Filter *Date Range = Last 30 Days*. The portal exposes per-event-code counts; reconcile against that breakdown. **Why our number may legitimately differ from Evri's portal:** | Reason | Direction | Why | | ------------------------------ | ---------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Multi-event consolidation** | Ours lower | A parcel that throws CARDED then REFUSED counts once on this card; Evri's portal sometimes counts each event separately. Reconcile against parcel-level filter. | | **NOT\_LOADED classification** | Either | Evri's portal sometimes treats NOT\_LOADED as an internal operational metric not exposed on the merchant view; this card surfaces it. | | **Driver scan timing** | Ours stale | Mobile-app scanning lag in low-signal areas. | | **Returns leg** | Either | Outbound only here; portal sometimes pools. | **Internal identity (within Evri):** `her_exception_rate >= her_failed_delivery_rate`. Every failed delivery threw at least one exception; most exceptions resolve via redelivery. * [`hermes_evri.her_failed_delivery_count`](/nerve-centre/kpi-cards/hermes-evri/failed-deliveries) * [`hermes_evri.hermes_redelivery_attempts`](/nerve-centre/kpi-cards/hermes-evri/redelivery-attempts-3) **Cross-connector reconciliation:** | Card | Expected relationship | Causes of legitimate divergence | | -------------------------------------------------------------------- | ------------------------------------ | ------------------------------------------------- | | [`shopify.address_validity`](/nerve-centre/shopify/address_validity) | Upstream cause for ADDRESS\_INVALID. | Address-correction services at checkout decouple. | *** *Documentation cross-reference (UK carrier peers).* * [`royal_mail.roy_exception_rate`](/nerve-centre/kpi-cards/royal-mail/exception-rate) * [`dpd.dpd_exception_rate`](/nerve-centre/kpi-cards/dpd/exception-rate) * [`apc.apc_exception_rate`](/nerve-centre/kpi-cards/apc/exception-rate) ## Known limitations / merchant FAQs **Why is Evri's exception rate higher than Royal Mail's?** Structural. Evri's self-employed-courier model produces more no-shows, more turnover, and less local route knowledge than Royal Mail's salaried postman model. Healthy steady-state is 2 to 4 percent for Evri, 1 to 2 percent for Royal Mail. The gap is part of the cost-vs-reliability trade-off. **NOT\_LOADED is uniquely Evri, what is it and what do I do?** NOT\_LOADED means a self-employed courier was scheduled to pick up a round of parcels in the morning, did not show up, and the parcels sat at the depot until a backup courier could be assigned (typically next day). It produces a 24-hour delay on every parcel in that round. The merchant cannot fix it directly; if the rate exceeds 1 percent, escalate with Evri's account team about depot-level courier-staffing. **Should I expect higher exceptions during winter months?** Yes. November to February typically run 30-50 percent higher exception rates on Evri than the rest of the year. Causes: weather-related courier no-shows, BFCM and Christmas volume saturation, courier turnover (self-employed couriers leave the network at higher rates over the festive period). Plan for a 1 to 2 point exception-rate rise from late October through early February. **My ADDRESS\_INVALID rate spiked, what happened?** Almost always upstream. Either (a) the merchant launched a campaign that produced rushed customer signups with typo-laden addresses, (b) a CSV import of orders skipped address validation, or (c) Shopify checkout's address-validation library was disabled or downgraded. Spot-check 10 ADDRESS\_INVALID parcels: if the same typo pattern recurs, the cause is a single upstream change. **Can I tell which exceptions are courier-fault vs customer-fault?** Mostly yes from the code: NOT\_LOADED, MISROUTE, LOST\_AT\_DEPOT, DAMAGED\_IN\_TRANSIT are courier-side; CARDED, REFUSED, ADDRESS\_INVALID are mostly customer-side; PARCELSHOP\_NOT\_PICKED\_UP is courier-side. Use this split when escalating with Evri's account team, exclude customer-fault exceptions from the conversation. **My exception rate is 4 percent but my OTD is 94 percent, what does that mean?** Evri's redelivery network is absorbing about half the exception friction. Roughly 50 to 70 percent of CARDED parcels eventually deliver successfully on next attempt within the aim window. The structural shape: exception rate is roughly 2x the OTD-miss rate. **ParcelShop-related exceptions are my biggest issue, can I move away from ParcelShop drop-off?** Yes. Switch from ParcelShop drop-off to driver-collection (Evri offers a courier collection service for high-volume merchants). Driver collection has lower exception rate (\~2 percent) than ParcelShop (\~3 to 5 percent depending on which shops). The cost difference is small. **Why are LOST\_AT\_DEPOT exceptions a separate concern?** Because they almost always become claims. A parcel last-scanned at depot 7+ days ago without further events is operationally lost. Pair with [Lost-Parcel Rate](/nerve-centre/kpi-cards/hermes-evri/lost-parcel-rate). Persistent LOST\_AT\_DEPOT presence is the trigger to renegotiate or switch carrier. *** ### Tracked live in Vortex IQ Nerve Centre *Exception Rate* 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](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.