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.
| What it counts | COUNT(claims WHERE status IN ('OPEN','PENDING','UNDER_REVIEW','AWAITING_DOCS')). Closed states (PAID, DECLINED, WITHDRAWN) are excluded. |
| API endpoint | Evri’s Business Portal claims register, with API access on most account tiers. |
| Claim types included | Lost-in-transit (dominant), damaged-in-transit, overcharge / surcharge disputes, redelivery-attempts-exceeded RTS disputes. |
| Service level scope | All outbound services. |
| Filing window | Lost claims within 28 days of expected delivery; damage claims within 14 days of receipt. |
| Currency | GBP. |
| Aged claims (>7 days) | Alert flags claims older than 7 days without an Evri update. Typically indicates missing supporting documents. |
| Returns / RTO | RTS-and-charged disputes counted as overcharge claims. |
| Time window | RT (real-time). |
| Alert trigger | >0 unresolved >7d. Evri typical claim closure is 7-14 days median. |
| Roles | owner, operations, finance |
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).| Claim type | Open count | Median age (days) | Total claimed value |
|---|---|---|---|
| Lost-in-transit | 24 | 8 | £840 |
| Damaged-in-transit | 6 | 11 | £225 |
| Overcharge / surcharge | 4 | 14 | £85 |
| Total open claims | 34 | 9 | £1,150 |
>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:| Card | Why pair it | What the combination tells you |
|---|---|---|
| Claim Value (open) | The cash-flow pipeline. | Open count tells workload; claim value tells cash recovery. |
| Lost-Parcel Rate | The dominant cause of Evri claims. | Rising loss rate predicts a 1 to 2 week claim filing surge. |
| Exception Rate | LOST_AT_DEPOT and DAMAGED_IN_TRANSIT exceptions feed claims. | Exception spike predicts claim filing surge. |
| Redelivery Attempts > 3 | Multi-attempt parcels often become lost-claim candidates. | Each row past 3 attempts is a near-loss event. |
| Failed Deliveries | Failed-and-not-redelivered = candidates for lost claims. | Persistent FAILED status after 7-14 days is the trigger to file. |
Cross-connector: shopify.refund_rate | Customer-side refunds for the same parcels. | Customer typically refunded first, Evri claim filed second. |
Cross-connector: stripe.dispute_count | Lagged downstream. | Loss claims sometimes surface as Stripe disputes 3-6 weeks later. |
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:| Reason | Direction | Why |
|---|---|---|
| Status taxonomy | Either | Evri’s portal has 5-7 status states; Vortex IQ pools the open-equivalent ones. |
| Webhook lag | Ours stale | Status updates pulled, not pushed; up to 15 minutes lag. |
| Withdrawn vs declined | Either | Merchant-withdrawn claims classified as closed regardless. |
| Initial-connect bulk import | Spike on day 1 | Existing register fully imported when connector is first installed. |
| Time zone | Boundary days off | UK local on both. |
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:
| Card | Expected relationship | Causes of legitimate divergence |
|---|---|---|
stripe.dispute_count | Lagged downstream. | Customer-side recovery usually pre-empts Stripe dispute. |
shopify.refund_rate | Same-day downstream. | Refund rate has many drivers. |
Documentation cross-reference (UK carrier peers).