> ## 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. # Redelivery Attempts > 3, Evri (formerly Hermes UK) > Evri's multi-attempt delivery cap. Anything past 3 attempts = a parcel returning to sender. Each row is a refund + customer trust hit. How to read it, why ... **Metrics type:** [Key Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Shipping & Courier](/nerve-centre/connectors#connectors-by-type) > 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](/nerve-centre/kpi-cards/hermes-evri/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** | | The card shows **5 parcels in flight on attempt 4 or higher**. Five things to notice: 1. **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). 2. **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. 3. **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. 4. **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. 5. **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](/nerve-centre/kpi-cards/hermes-evri/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](/nerve-centre/kpi-cards/hermes-evri/exception-rate) | Each redelivery attempt typically threw an exception. | Filter exception rate to see the cause-codes (carded, refused, access-denied). | | [Lost-Parcel Rate](/nerve-centre/kpi-cards/hermes-evri/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](/nerve-centre/kpi-cards/hermes-evri/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`](/nerve-centre/kpi-cards/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](https://www.evri.com/) → **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. | **Internal identity (within Evri):** `hermes_redelivery_attempts (count) ⊆ her_exception_rate × her_shipments_total`. Each multi-attempt parcel threw at least one exception event. * [`hermes_evri.her_exception_rate`](/nerve-centre/kpi-cards/hermes-evri/exception-rate) * [`hermes_evri.her_returned_to_sender`](/nerve-centre/kpi-cards/hermes-evri/returned-to-sender) **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. ## Known limitations / merchant FAQs **What is the right action for a parcel on attempt 4?** Depends on cause-code. (1) **Carded / recipient absent**, contact the customer and either reroute to a ParcelShop for self-collection or schedule for a specific day. (2) **Address invalid**, confirm the address with the customer; if a typo, the parcel may be undeliverable and need re-shipping with a corrected label. (3) **Recipient refused**, the parcel is going RTS regardless; refund the customer and stop further attempts. (4) **Access denied**, add gate codes / delivery instructions to Evri's tracking record and request a re-attempt. (5) **Unknown / no scan**, escalate via Evri's customer service to find the parcel. **Can I stop further redelivery attempts?** Yes via Evri's portal. Cancel the parcel from in-flight; it will return to sender. Stops the wasted attempts and saves carriage cost. **Why do some parcels reach 5+ attempts before RTS?** Self-employed-courier model. Different couriers may attempt the same address on different days; the policy is "3 attempts per parcel" but enforcement is loose. Some parcels accumulate 5 or 6 attempts before the system finally classifies them as RTS. **Should I worry about a single parcel at attempt 4?** Operationally yes, the parcel value is at risk. Statistically across a high-volume book, single multi-attempt parcels are normal noise. The action is per-parcel rescue; the metric to watch is whether the row count is rising. **Why is "address invalid" appearing on a parcel that delivered to the same customer last month?** Probably a single typo in the latest order's address field. Spot-check the order data; if the postcode or house number differs from the customer's previous address, the merchant's checkout did not preserve / re-validate the address. Common when customers order via a guest-checkout flow with manual entry. **My customer says they were home all day but the parcel was carded, what happened?** Three possibilities. (1) **The driver knocked at the wrong house and carded the wrong door.** (2) **The driver mis-scanned**, recorded carded without attempting. (3) **Customer was home but the doorbell was broken / not answered**. Pull the photo evidence (Evri couriers should photograph the carded card on the door); if no photo or the door is wrong, escalate. **The card shows 0 parcels, is the alert broken?** No, this is the healthy state. Most well-run merchant books at typical Evri volume have 0 to 3 multi-attempt parcels at any time. Zero is desirable. **How does the 3-attempt cap differ from Royal Mail's policy?** Royal Mail Tracked also caps at 3 attempts then RTS, but the cap is enforced more strictly because of the salaried-postman model. Evri's self-employed couriers occasionally make 4+ attempts (different couriers on different days) before the system processes RTS; Royal Mail's process is more disciplined. *** ### Tracked live in Vortex IQ Nerve Centre *Redelivery Attempts > 3* 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.