At a glance
Live count of Evri claims still in open / pending state. Includes lost-parcel claims (the dominant Evri claim type), damage claims, and overcharge disputes. Evri’s claim volume is structurally higher than Royal Mail’s because Evri’s lost-parcel rate runs around 1.5 to 2 percent vs Royal Mail’s 0.5 percent. The card surfaces the workload pipeline so the merchant can chase, escalate, or absorb appropriately.
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 clothing brand running Evri Standard for 9,800 parcels per month. £35 average parcel value, business open-parcel-claims process is centralised in customer service. Reading taken at 11:00 BST on 12 Mar 26 (real-time pulse).
The card reads 34. The alert at
>0 unresolved >7d is tripped, 18 of 34 are over 7 days old. Five things to notice:
- Lost-in-transit at 24 open claims is consistent with Evri’s structural loss rate. At ~1.5 to 2 percent loss rate × 9,800 monthly parcels × 28-day filing window, expect ~25 to 30 open lost-parcel claims at any time. The merchant is roughly at baseline; not a crisis.
- Median age of 9 days for lost claims is on the boundary. Evri’s published claim turnaround is 14 working days for lost; the merchant’s pipeline is sitting just under that. Healthy ageing distribution: most claims close inside 14 days, a tail ages beyond 21.
- Total claimed value at £1,150. That is the cash recovery pipeline. At a typical 60 to 75 percent payout rate (Evri pays out at lower rates than Royal Mail because more claims are declined for missing tracking events), expect ~£700 to £860 to land in the next 4 to 6 weeks.
- The 6 damage claims are the highest-friction subset. Damage claims need photo evidence and original packaging; the merchant has to chase the warehouse for photos, which adds days. The 11-day median reflects internal documentation delay, not Evri delay. Pair with the Customer Service playbook.
- Overcharge claims at 14 days median are slow but low-value. Evri’s finance-team review queue runs to a 21-working-day SLA on overcharge resolution. Expect resolution as invoice credit, not cash refund. The £85 total is small enough to absorb if the chase cost exceeds the recovery value.
Sibling cards merchants should reference together
Open claims is a workflow metric. Pair with these:Reconciling against the vendor’s own dashboard
Where to look in Evri’s own portal: Evri Business Portal → Claims → Open Claim Register. The aggregate count at the top of the filtered Open / Pending view should reconcile with this card. Why our number may legitimately differ from Evri’s portal:
Internal identity (within Evri):
her_open_claims and her_claim_value move together; if count rises but value stays flat, new claims are low-value (small overcharge disputes rather than lost parcels).
Cross-connector reconciliation:
Documentation cross-reference (UK carrier peers).