> ## 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.

# Royal Mail audit profile, Vortex IQ

> What the Vortex IQ Royal Mail health audit checks: Royal Mail: Tracked24/48 SLA, P58 Claims, Handover Failure & Cross-Channel Leak

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

Royal Mail is the largest UK national postal carrier and the highest-volume carrier in the CloudHub corpus (10 active merchants on 2024-11 ClientID/Secret refresh). Findings here either cost a customer (Tracked24/48 SLA breach, failed handover, untracked-service blackhole) or burn cash (P58 claim ageing, unrecoverable lost/damaged consignment). Cross-references commerce siblings via order\_ref to compute revenue-at-risk; Jira via claim\_id for CS coverage; ShipBob via fulfillment\_id for warehouse-vs-carrier delay attribution.

## What this audit checks

### Authentication & access

* ClientID + ClientSecret + ApplicationID still issue valid tokens (no 401)
* Token refresh cache hit-rate > 95%
* Account-number / OBA mapping is valid (no 'unknown account' responses)
* Sandbox vs production base URL flagged correctly

### Tracked24/48 service-day promise (the customer-promise area)

* Tracked24 (TPN24/1ST) OTD \< 95% rolling 30D - SLA breach
* Tracked48 (TPN48/2ND) OTD \< 90% rolling 30D - SLA breach
* First-attempt delivery \< 85% (address-quality / availability signal)
* Median transit time > contracted service\_day for 3+ consecutive days
* Out-of-zone areas (Highlands / NI / IoM) transit > 5 days

### Handover & collection integrity (Royal Mail-specific)

* Collection-method shipments: failed pickup rate > 3%
* Post-Office deposit shipments: scan-receive lag > 24h
* Parcel Postbox deposits: no-scan-after-deposit > 2% (untracked blackhole)
* Customer Service Point handovers: tracking-event gap > 48h

### Exceptions, claims & P58 lifecycle

* Exception rate > 3% rolling 30D
* Open P58 claims unresolved > 30 days (RMG standard window)
* Open P58 claims unresolved > 80 days (final P58 window - legal recovery risk)
* Lost-parcel claim rate > 1% of tracked services
* Damaged-parcel claim rate > 0.5% rolling 30D

### Cost & service-mix economics

* Avg cost / shipment up > 10% vs prior period
* Tracked-service uplift (vs untracked OLA/OLP) > 40% over 1st/2nd class
* Service-mix shift WoW: tracked-share dropping >10pp (revenue-visibility risk)
* P58 claim value as % of Royal Mail 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 warehouse-handover vs Royal Mail in-transit) -> who owns the late delivery
* Cross-channel: open P58 claims with no Jira tracker\_item -> CS coverage gap (silent unhappy customers)
* Cross-channel: late-delivery refund-propensity \* sibling.order.total -> \$ exposed to chargeback / churn this week
* Cross-channel: untracked-service (OLA/OLP) shipments to high-LTV customers -> proactive tracking-upsell candidates

## Severity thresholds

| Signal                               | Warn | Critical |
| ------------------------------------ | ---- | -------- |
| `on_time_delivery_rate`              | 95   | 90       |
| `tracked24_sla_pct`                  | 96   | 95       |
| `tracked48_sla_pct`                  | 92   | 90       |
| `first_attempt_delivery`             | 90   | 85       |
| `exception_rate`                     | 2    | 3        |
| `p58_claim_age_days`                 | 30   | 80       |
| `failed_pickup_rate_pct`             | 2    | 3        |
| `post_office_scan_lag_hours`         | 12   | 24       |
| `parcel_postbox_no_scan_pct`         | 1    | 2        |
| `shipping_cost_per_order_change_pct` | 5    | 10       |
| `tracked_uplift_pct`                 | 30   | 40       |
| `claim_value_pct_of_revenue`         | 0.5  | 1        |
| `region_otd_pct`                     | 92   | 90       |
| `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 (OTD, transit time)
* `GET TBD - pending CloudHub C# backend URL extraction` - Tracking events for late / exception detection
* `GET TBD - pending CloudHub C# backend URL extraction` - P58 claim list + age / value