Evri’s multi-attempt delivery cap. Anything past 3 attempts = a parcel returning to sender. Each row is a refund + customer trust hit.
At a glance
Alert table listing every Evri parcel that has accumulated more than 3 delivery attempts in the last 7 days. Evri’s standard policy attempts delivery up to 3 times before returning to sender; a parcel still attempting after 3 attempts is on its way to becoming a returned-to-sender event with associated refund cost, customer goodwill credit, and reverse-leg carriage charge. Each row in this card is a parcel that needs intervention before it becomes a loss.
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, around 14,000 parcels per month. Reading taken at 09:00 BST on 12 Mar 26 for the trailing 7 days (06 Mar 26 to 12 Mar 26).
The card shows 5 parcels in flight on attempt 4 or higher. Five things to notice:
- Each row is a near-loss event, not just a metric reading. The 5 parcels carry £212 in product value plus £10.50 in carriage cost. If all become RTS, the gross loss is ~£222 (product cost is lower, but customer goodwill and reorder rate are also affected).
- Three of the five are recipient-side issues (NW3 absent, SE15 invalid address, SW6 access denied). The merchant can intervene: phone or email the customer to confirm address, deliver instructions, or reroute to a ParcelShop. Most customers respond within 24 hours; the parcel can be saved.
- The £85 refused parcel (E14) is unrecoverable. The customer rejected delivery; the parcel is now en route back to the merchant. Action: refund the customer, log the order as RTS, write off the carriage. The merchant cannot un-refuse a recipient.
- At 14,000 monthly parcels, 5 parcels at 4+ attempts in a week is roughly 0.15 percent. Healthy steady-state for Evri is 0.10 to 0.25 percent. Above 0.5 percent (35 parcels per week at this volume) is structural and needs investigation; usually a postcode area with a courier issue or a customer cohort with bad address data.
- The card is a workflow trigger, not a diagnostic. Each row needs an action. Most merchants have a daily customer-service workflow that pulls this card’s table, contacts each customer, and either reroutes or refunds. The cost of customer-service time is much lower than the cost of letting the parcel become RTS.
Sibling cards merchants should reference together
Multi-attempt parcels are a workflow card. Pair with these:Reconciling against the vendor’s own dashboard
Where to look in Evri’s own portal: Evri Business Portal → Tracking → Parcels in Flight → filter by attempt count > 3. The merchant can see the same list of tracking numbers; the card is a more accessible per-merchant table view. Why our number may legitimately differ from Evri’s portal:
Internal identity (within Evri):
hermes_redelivery_attempts (count) ⊆ her_exception_rate × her_shipments_total. Each multi-attempt parcel threw at least one exception event.
Cross-connector reconciliation:
Documentation cross-reference (Evri-specific). Multi-attempt-cap surfacing is unique to Evri among UK couriers because Evri’s specific 3-attempt cap is more visible to merchants than Royal Mail’s similar policy.