> ## 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. # Open Claims, Evri (formerly Hermes UK) > Open Claims 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 > 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 Closed states (PAID, DECLINED, WITHDRAWN) are excluded.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** | The card reads **34**. The alert at `>0 unresolved >7d` is **tripped**, 18 of 34 are over 7 days old. Five things to notice: 1. **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. 2. **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. 3. **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. 4. **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. 5. **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)](/nerve-centre/kpi-cards/hermes-evri/claim-value) | The cash-flow pipeline. | Open count tells workload; claim value tells cash recovery. | | [Lost-Parcel Rate](/nerve-centre/kpi-cards/hermes-evri/lost-parcel-rate) | The dominant cause of Evri claims. | Rising loss rate predicts a 1 to 2 week claim filing surge. | | [Exception Rate](/nerve-centre/kpi-cards/hermes-evri/exception-rate) | LOST\_AT\_DEPOT and DAMAGED\_IN\_TRANSIT exceptions feed claims. | Exception spike predicts claim filing surge. | | [Redelivery Attempts > 3](/nerve-centre/kpi-cards/hermes-evri/redelivery-attempts-3) | Multi-attempt parcels often become lost-claim candidates. | Each row past 3 attempts is a near-loss event. | | [Failed Deliveries](/nerve-centre/kpi-cards/hermes-evri/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`](/nerve-centre/kpi-cards/shopify/refund-rate) | Customer-side refunds for the same parcels. | Customer typically refunded first, Evri claim filed second. | | Cross-connector: [`stripe.dispute_count`](/nerve-centre/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](https://www.evri.com/) → **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. | **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). * [`hermes_evri.her_claim_value`](/nerve-centre/kpi-cards/hermes-evri/claim-value) **Cross-connector reconciliation:** | Card | Expected relationship | Causes of legitimate divergence | | -------------------------------------------------------------------- | --------------------- | -------------------------------------------------------- | | [`stripe.dispute_count`](/nerve-centre/stripe/dispute_count) | Lagged downstream. | Customer-side recovery usually pre-empts Stripe dispute. | | [`shopify.refund_rate`](/nerve-centre/kpi-cards/shopify/refund-rate) | Same-day downstream. | Refund rate has many drivers. | *** *Documentation cross-reference (UK carrier peers).* * [`royal_mail.roy_open_claims`](/nerve-centre/kpi-cards/royal-mail/open-claims) * [`dpd.dpd_open_claims`](/nerve-centre/kpi-cards/dpd/open-claims) * [`apc.apc_open_claims`](/nerve-centre/kpi-cards/apc/open-claims) ## Known limitations / merchant FAQs **Why is my Evri open-claims count higher than Royal Mail's?** Structural. Evri's lost-parcel rate is roughly 3-4x Royal Mail's. At similar parcel volumes the Evri claim pipeline will be 3-4x larger. The cost-vs-reliability trade-off includes the claims-handling workload as part of the cost equation. **Why was my Evri lost-parcel claim declined?** Common reasons in order. (1) **Last-tracking-event was "Delivered"**, customer says they did not receive but Evri's POD scan shows delivered. Evri's default response is to side with the POD; appeals require photo evidence of an empty doorstep or recipient signature dispute. (2) **Outside the 28-day filing window**. (3) **Insufficient declared value at booking**, Evri's default compensation cap is £20 per parcel; uplift to £100 or higher requires explicit purchase at booking, not after the fact. (4) **No dispatch evidence**, the merchant did not retain CCTV / dispatch logs proving the parcel was handed over. **How does Evri's compensation cap work?** Default is £20 per parcel. Uplift options at booking: £25, £50, £100, £250, £500. The uplift cost is small (£0.40 to £2.00) but must be selected at label generation; cannot be added retroactively. For high-AOV products always select the relevant uplift. **My Evri open-claims count is 50 percent higher this month, what changed?** Three usual causes. (1) **Volume rose**, claim volume scales with parcel volume; check whether shipment count has grown proportionally. (2) **A specific batch of products is shipping with under-declared values**, customer claims succeed where merchant cannot prove higher value. (3) **A regional courier event**, a depot consolidation or capacity issue often produces a spike of LOST\_AT\_DEPOT exceptions that flow into claims 1 to 2 weeks later. **Should I file a claim for every lost parcel?** Yes if the parcel value is above the filing-cost threshold. For small-value parcels (£10 to £20) the time cost of filing exceeds the recovery; many merchants accept the loss as part of carrier cost. For £30+ parcels always file. Track whether claim filing rate keeps pace with [Lost-Parcel Rate](/nerve-centre/kpi-cards/hermes-evri/lost-parcel-rate). **How does this card interact with parcel insurance?** Most merchants carry a third-party parcel-insurance policy on top of Evri's basic compensation. The Evri claim and insurance claim are sequential: file the Evri claim first, insurance picks up the gap. Some policies require the Evri claim to be closed before they will pay; check policy wording. **Why does Evri pay out claims as invoice credit not cash?** Default is invoice credit (faster, no cheque clearance). Cash refund can be requested but takes longer. **My damage claims have a higher decline rate than my lost claims, why?** Damage claims need photo evidence of the damage AND the original packaging AND a statement of value. Evri declines damage claims where any of those three is missing. Lost claims need only filing-and-tracking-event evidence, much simpler. Tighten the warehouse process to retain damaged parcels for 30 days with photo evidence; that lifts damage-claim payout rates from \~50 percent to \~80 percent. *** ### Tracked live in Vortex IQ Nerve Centre *Open Claims* 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.