---
key: find-billing-problems-in-finance-ops
title: Find and fix billing problems in Finance & Ops
audience: staff
section: sales-billing
routes: ["/finance/ops"]
permissions: ["billing.finance_ops.read"]
features: ["billing.finance_ops"]
since: 0.0.1
updated: 0.0.1
status: published
summary: Use the Collections page (Finance & Ops) to see what customers owe, chase failed and overdue payments from one queue, and jump to the deposit, refund or dispute that needs attention.
keywords: [collections, collect money, overdue invoices, failed payment, unapplied payment, disputes, chargeback, billing health, office]
related: [record-a-payment, send-payment-reminders-automatically, track-bank-deposits, refund-a-payment]
---

In the sidebar, open **Sales & Billing**, then **Collections**. The page address is `/finance/ops`, and the page heading reads **Finance & Ops**.

This page is for the office. It answers the everyday money questions in one place and gives you a queue of payments to chase, so you do not have to open invoices one at a time.

## Before you start

- Your role needs the finance operations permission. Some cards also need permission to view deposits, disputes or payment events; a card you cannot see is simply hidden.

## Steps

1. Start with **Office Answers**. The cards answer *What is owed?*, *What is unapplied?*, *What was refunded?*, *Deposit vs credit?* and *What failed and why?* with today's totals.
2. Scroll to **Collections Follow-Up**. Use **Open overdue invoices**, **Open payments ledger**, **Open refunds** or **Export payment report** to go straight to the full list.
3. Work the **Payment recovery queue**. Each row is a card payment that failed, expired or needs the customer to act. On a row, press **Open invoice** to see it, **Collect payment** to open the payment window (its **Cash, cheque or e-transfer** tab records cash, a cheque or a bank transfer), **Charge saved card** if the customer has a card on file, or **Send payment link** to email them a way to pay.
4. Work the **Overdue invoice queue** the same way. When you want Nova to keep chasing on a schedule, press **Open payment reminders**; see [[send-payment-reminders-automatically]].
5. Scan **Priority Diagnosis**. Each card names one problem, such as **Disputes need review** or **Recurring billing needs attention**, and its **Open queue** button takes you to the right page.

## What you see

- **Payment Collection Reporting** shows how customers are paying: how much is staff-recorded versus paid by the customer, which pages payments come through, and how many payments have a receipt.
- **Reconciliation watchlist** under **Collections Follow-Up** lists payments recorded by hand that are missing a reference or deposit details, so the books can be tied out.
- **Operations Dashboard** counts **Nova Payments deposits**, **Disputes**, **Webhook events**, **Recurring billing status**, **Scheduled billing** and **Refund events**, each with a link to its own page.
- **Accounting Snapshot** at the bottom keeps the current totals in view while you work.

## If something looks different

- The page says no urgent billing issues are visible: nothing needs you right now, or your role cannot see the queues where the problem sits.
- The row has no **Collect payment**, **Charge saved card** or **Send payment link** buttons: your role cannot collect payments. The panel reads **No saved cards** when the customer has no card saved for future charges. See [[save-a-customer-payment-method]].
- A section says some diagnostics are unavailable: one of the payment services did not answer. The linked pages still work; try again in a minute.

[[route:/finance/ops|Open Finance & Ops]]