> ## 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.

# Parcelforce Worldwide audit profile, Vortex IQ

> What the Vortex IQ Parcelforce Worldwide health audit checks: Parcelforce: Express24/48 SLA, Saturday Uplift ROI & Cross-Channel Leak

**[Nerve Centre KPIs](/nerve-centre/kpi-cards/parcelforce) · [Audit Profile](/nerve-centre/kpi-cards/parcelforce/audit) · [Sentiment Settings](/nerve-centre/kpi-cards/parcelforce/sentiment)**

Parcelforce Worldwide is Royal Mail Group's parcel arm - the contract-rate alternative to retail Royal Mail. CloudHub probe shows 10 active merchants on Username + Password + ContractNumber + per-merchant LiveUrl. Findings either cost a customer (Express24/48 SLA breach, Saturday slot miss) or burn cash (claim ageing, premium uplift not earning). Cross-references commerce siblings via order\_ref; Jira via claim\_id.

## What this audit checks

### Authentication & access

* Username + Password + ContractNumber still issue valid tokens (no 401)
* Per-merchant LiveUrl reachable (live API endpoint health)
* Sandbox URL exists when live URL fails (failover signal)
* Contract Number maps to a valid rate-card on Parcelforce side

### Express service-day promise

* Express24 OTD \< 98% rolling 30D (SLA breach)
* Express48 OTD \< 95% rolling 30D
* Saturday OTD \< 95% on services that support it
* First-attempt delivery rate \< 85%

### Exceptions, claims & failed pickups

* Exception rate > 3% rolling 30D
* Open claims unresolved > 30 days (P58 RMG window)
* Open claims unresolved > 80 days (final P58 window)
* Failed collection rate > 3%
* Refused-parcel rate > 1%

### Cost & service-mix economics

* Avg cost / shipment up >10% vs prior period
* Saturday uplift > 30% with no OTD lift
* Express premium uplift > 40% over standard
* Claim value as % of Parcelforce revenue > 1% rolling 90D

### Cross-channel: revenue at risk (the kill-shot area)

* Cross-channel: late shipments joined to commerce\_sibling orders -> revenue at risk per channel
* Cross-channel: 3PL-vs-carrier delay attribution (ShipBob vs Parcelforce in-transit)
* Cross-channel: open claims with no Jira tracker\_item -> CS coverage gap
* Cross-channel: late-delivery refund-propensity \* sibling.order.total -> \$ exposed to chargeback

## Severity thresholds

| Signal                               | Warn | Critical |
| ------------------------------------ | ---- | -------- |
| `on_time_delivery_rate`              | 96   | 95       |
| `express24_sla_pct`                  | 98   | 96       |
| `express48_sla_pct`                  | 95   | 92       |
| `saturday_sla_pct`                   | 95   | 90       |
| `first_attempt_delivery`             | 90   | 85       |
| `exception_rate`                     | 2    | 3        |
| `open_claims_age_days`               | 30   | 80       |
| `failed_pickup_rate_pct`             | 2    | 3        |
| `saturday_uplift_pct`                | 25   | 40       |
| `shipping_cost_per_order_change_pct` | 5    | 10       |
| `claim_value_pct_of_revenue`         | 0.5  | 1        |
| `auth_token_failures_24h`            | 1    | 5        |

## Data sources

* `GET TBD - pending CloudHub C# backend URL extraction` - Auth probe + token issuance
* `GET TBD - pending CloudHub C# backend URL extraction` - Shipment list + status
* `GET TBD - pending CloudHub C# backend URL extraction` - Tracking events
* `GET TBD - pending CloudHub C# backend URL extraction` - Claims (P58)