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.
| What it counts | A list of tracking numbers where MAX(tracking_event.attempt_number) > 3 within the rolling 7-day window. Card surfaces the parcels themselves, not a count, so the merchant can act per parcel. |
| API endpoint | Evri’s tracking API exposes the per-event ladder; the card counts delivery-attempt events (ATTEMPT_1, ATTEMPT_2, ATTEMPT_3, ATTEMPT_4_AND_OVER) per tracking number. |
| What “attempt” means | A delivery attempt is an event where Evri’s courier physically attempted to hand the parcel to the recipient. Carded events count as attempts. Failed-because-recipient-refused counts as an attempt. Driver-could-not-find-address counts as an attempt. |
| Returns to sender | Parcels that complete the 3-attempt sequence and convert to RTS show up here as “Attempt 4 = RTS in flight”. Pair with Returned to Sender. |
| Service level scope | All outbound services. Returns leg has its own attempt-cap (typically 1 attempt then RTS to sender’s depot). |
| Time zone | UK local. |
| Time window | 7D (rolling 7 days). Tighter than the 30D OTD window on purpose, multi-attempt parcels need intervention within days, not weeks. |
| Alert trigger | Any tracking number with attempt_number > 3. The card is the table; the row count is the alert intensity. |
| Currency | n/a directly; downstream impact is refund + goodwill + reverse-leg carriage. |
| Customer-side action | For every parcel listed, the merchant can: (a) contact the customer and offer “Hold at ParcelShop” rerouting, (b) offer a refund and stop the attempts, (c) provide updated delivery instructions to Evri. |
| 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 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).| Tracking number | Attempts | Last event | Customer postcode | Order value | Action |
|---|---|---|---|---|---|
| EVR123456789 | 4 | Carded, recipient absent | NW3 | £42 | Contact customer, reroute to ParcelShop |
| EVR123456790 | 4 | Address invalid | SE15 | £28 | Confirm address with customer, reissue label |
| EVR123456791 | 5 | Recipient refused | E14 | £85 | Refund customer, RTS in flight |
| EVR123456792 | 4 | Access denied (gated) | SW6 | £35 | Add gate code, reattempt |
| EVR123456793 | 4 | Carded, recipient absent | M14 | £22 | Contact customer |
| Total (this card) | 5 parcels | £212 |
- 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:| Card | Why pair it | What the combination tells you |
|---|---|---|
| Returned to Sender | The downstream consequence of attempt-cap exhaustion. | Each parcel here that becomes RTS shows up there ~3 to 7 days later. |
| Exception Rate | Each redelivery attempt typically threw an exception. | Filter exception rate to see the cause-codes (carded, refused, access-denied). |
| Lost-Parcel Rate | A small share of multi-attempt parcels become lost rather than RTS. | If both metrics rise, the exception-handling pipeline is failing. |
| Open Claims | Refused-and-RTS parcels with damaged contents become claims. | The refund-and-claim workflow is downstream of this card. |
Cross-connector: shopify.refund_rate | Customer-side refund. | Each refused parcel here is a refund event. |
| Cross-connector: customer-service ticket volume | Each parcel here is a customer who has likely already raised a ticket. | The card is the workflow input for the CS team. |
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:| Reason | Direction | Why |
|---|---|---|
| Attempt-event classification | Either | Carded vs no-attempt classification is sometimes inconsistent in Evri’s tracking feed. |
| Webhook lag | Ours stale | Tracking events lag by 30 minutes typically, longer in low-signal areas. |
| Time zone | Boundary days off | UK local on both. |
hermes_redelivery_attempts (count) ⊆ her_exception_rate × her_shipments_total. Each multi-attempt parcel threw at least one exception event.
Cross-connector reconciliation:
| Card | Expected relationship | Causes of legitimate divergence |
|---|---|---|
| Customer-service ticket volume | Strong same-day correlation. | Some customers raise tickets only at attempt 1; others at attempt 3. |
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.