Evri-specific failure mode - the courier never picks up from the ParcelShop, leaving the parcel in limbo. Below 97% means specific shops need flagging.
At a glance
Share of Evri ParcelShop drop-off parcels where the Evri pickup courier did not collect from the ParcelShop on the daily collection sweep, leaving the parcel sitting at the convenience store waiting for the next day’s collection or longer. This is an Evri-specific failure mode unique to the ParcelShop drop-off model: parcels enter the network via merchant deposit at one of Evri’s 6,500+ ParcelShop partners (mostly small convenience stores), and the Evri courier collects from each ParcelShop typically once daily. When a courier no-shows or skips a ParcelShop, parcels there are stranded.
| What it counts | COUNT(parcels WHERE handover_method = 'parcel_shop' AND tracking_event 'PARCELSHOP_NOT_PICKED_UP' OR no_pickup_event_within_24h_of_deposit) / COUNT(parcels WHERE handover_method = 'parcel_shop'). |
| Filter scope | Only parcels where the merchant used ParcelShop drop-off (handover_method = ‘parcel_shop’). Driver-collection parcels are excluded; they have a different failure mode. |
| API endpoint | Evri’s tracking API exposes handover_method per parcel and the event ladder; the card detects pickup-no-show by absence of the “Collected from ParcelShop” event within 24 hours of the deposit scan. |
| Per-shop attribution | Each parcel records the ParcelShop ID where it was deposited; the card aggregates failures per ParcelShop ID, so the merchant can identify specific underperforming shops. |
| Service level scope | All ParcelShop-deposited parcels regardless of underlying service (Standard, Next Day). |
| Time zone | UK local. |
| Time window | 30D (rolling 30 days). |
| Alert trigger | >3% overall, plus per-shop alerts when any single ParcelShop runs above 5 percent. |
| Currency | n/a directly. |
| Returns / RTO | Inbound returns via ParcelShop (customers dropping off Evri Returns) are not in scope. |
| 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 craft-supplies brand with an out-of-hours dispatch routine, around 950 ParcelShop drop-off parcels per month. Brand uses ParcelShop because the warehouse manager finishes packing at 18:30 (after Evri’s last courier collection) and drops parcels at the local Co-op (an Evri ParcelShop) on his way home. Reading taken at 09:00 BST on 12 Mar 26 for the trailing 30 days (10 Feb 26 to 11 Mar 26).| ParcelShop ID | Address | Parcels deposited | Pickup-no-show count | Failure rate |
|---|---|---|---|---|
| EVR_001234 | Co-op, Acton High Street | 480 | 6 | 1.3% |
| EVR_002345 | Spar, Ealing Common | 220 | 18 | 8.2% (above alert) |
| EVR_003456 | Premier, Hanwell | 150 | 4 | 2.7% |
| EVR_004567 | Costcutter, West Ealing | 100 | 1 | 1.0% |
| All ParcelShops (this card) | 950 | 29 | 3.1% | (just above alert) |
- One specific ParcelShop is driving most of the failure count. 18 of 29 failures are at the Spar at Ealing Common. The aggregate looks bad (3.1 percent above alert) but the actionable signal is “switch this ParcelShop”. Move the merchant’s drop-off routine to the nearby Co-op or Premier; both run below 3 percent.
- Why does one shop fail at 8 percent? Three usual reasons. (a) The shop staff don’t always have parcels ready when the courier arrives, parcels sit in the back and the courier can’t wait. (b) The Evri courier on this round skips the shop occasionally, particularly if it adds a detour to their route. (c) The shop staff are not properly scanning parcels into Evri’s system, the parcel “exists” in the dispatch system but Evri’s network has no record of it being deposited.
- The 8.2 percent shop is near the merchant’s warehouse, which is why it gets used most. Convenience drives habit; staff drop at the closest shop. The fix requires explicit instruction to use a different shop, ideally with the same out-of-hours availability.
- Each pickup-no-show is a 24-to-48-hour delay on the parcel. The customer experience is worse than Standard service: the dispatch system shows “shipped” but there is no Evri tracking event for 24+ hours, generating premature WISMO tickets. Pair with the merchant’s CS ticket-volume metric.
- Compare against driver-collection failure rate, typically ~1 to 2 percent on the Exception Rate NOT_LOADED code. ParcelShop adds an extra hop in the chain of custody, which is why it runs slightly higher than driver-collection. If the gap is more than 2 to 3 points, the ParcelShop choice is the culprit.
Sibling cards merchants should reference together
ParcelShop failure rate is a process-attribution view. Pair with these:| Card | Why pair it | What the combination tells you |
|---|---|---|
| Exception Rate | Pickup-no-show events feed exception rate. | Filter exception rate to PARCELSHOP_NOT_PICKED_UP code to confirm. |
| Late Shipments | ParcelShop pickup failures convert to late shipments. | Each failure adds 24 to 48 hours to the parcel timeline. |
| On-Time Delivery Rate | Aggregate OTD includes ParcelShop volume. | If ParcelShop OTD is 95+ percent on a particular shop, that shop is reliable; failures are concentrated elsewhere. |
| OTD by Route | Postcode-level breakdown. | A failed ParcelShop typically affects a single postcode area. |
| Lost-Parcel Rate | Persistent pickup-no-shows occasionally become lost parcels. | If failure rate climbs but loss rate stays flat, the network is recovering most cases. |
| Cross-connector: warehouse dispatch logs | Records which ParcelShop the merchant is using. | Reconciles against this card’s per-shop attribution. |
Reconciling against the vendor’s own dashboard
Where to look in Evri’s own portal: Evri’s portal does not surface this metric directly. The closest equivalent is the Reports → ParcelShop Performance view, which shows per-shop deposit count and pickup count but does not aggregate into a failure-rate per shop. For account-managed customers, the Evri account team can pull a custom report breaking down ParcelShop performance by ID; ask the account manager. Why our number may legitimately differ from any Evri-side report:| Reason | Direction | Why |
|---|---|---|
| 24-hour threshold | Either | Vortex IQ flags pickup-no-show after 24 hours of deposit. Evri’s portal sometimes uses 48 hours. |
| Manual scan errors at shop | Either | A shop staff member may have scanned the deposit incorrectly or not at all; Vortex IQ relies on Evri’s data feed. |
| Returns-leg confusion | Either | Customer returns deposited at the same ParcelShops can confuse the per-shop view if not filtered. |
| Time zone | Boundary days off | UK local on both. |
hermes_parcel_shop_failure_rate ≤ her_exception_rate filtered to PARCELSHOP_NOT_PICKED_UP. The two should track each other; large divergence indicates a classification gap.
Cross-connector reconciliation:
| Card | Expected relationship | Causes of legitimate divergence |
|---|---|---|
royal_mail.royal_mail_xc_collection_vs_deposit_failure | Royal Mail’s Post Office handover failure card; conceptually similar problem on a different network. | Royal Mail’s failures are at small Post Offices; Evri’s at convenience-store ParcelShops. |
Documentation cross-reference (Evri-specific). This card is unique to Evri because the ParcelShop drop-off model is unique to Evri among major UK couriers; only Royal Mail’s Post Office handover model is comparable structurally.