---
key: review-statement-delivery-issues
title: Review statement delivery issues
audience: staff
section: statement-operations
routes: ["/statements/delivery-health", "/statements/delivery-health/:deliveryUid"]
permissions: ["billing.finance_ops.read"]
features: ["billing.statements"]
since: 0.0.1
updated: 0.0.1
status: published
summary: "Find statements that failed to send, are still undelivered, or were delivered but never opened in the portal, and read the provider's reason so you can fix and resend."
keywords: [statement bounced, email failed, text failed, undelivered statement, customer never opened, delivery failure, resend statement, bounce reason]
related: [send-a-statement, monitor-statement-runs, find-billing-problems-in-finance-ops]
---

In the sidebar, open **Sales & Billing**, then **Statements**, then **Delivery Issues**. The page address is `/statements/delivery-health`.

## Before you start

- This page only shows what happened. Fixing a bad email address happens on the customer's account, and resending happens from the statement itself; see [[send-a-statement]].
- Your role needs the finance operations permission to open the page.

## Steps

1. Read the cards at the top: **Failed** deliveries, **Retry candidates** still worth another try, **Undelivered** ones that are queued, deferred or failed, **Portal views**, statements **Never viewed** in the portal, and **Total deliveries** in the window.
2. Press **Filters** and set the **Window** to the last 7, 30, 60 or 90 days. Narrow by **Issue** (**Failed**, **Undelivered** or **Never viewed**), **Channel** or **Status**, or search by statement number, recipient or the provider's message reference.
3. Click a row, press **Open** on it, or choose **Open issue** from its actions menu. The **Delivery issue** drawer opens.
4. Under **Delivery**, read the recipient, channel, status, provider and the provider's message reference.
5. Under **Operator notes**, read the **Failure reason**. That is what the email or text provider reported, such as a bad address or a blocked number, and whether a retry is recommended.
6. Fix the cause. For a wrong address or number, update the contact on the customer's account. Then open the statement with **Open statement** under **Statement** and send it again.

## What you see

- The list shows each issue's **Statement**, **Issue** type, **Channel**, **Status**, **Recipient**, **Attempts**, **Last attempt** and **Reason**.
- The chips at the top of the drawer repeat the issue type, status and channel, and add **Retry candidate** when a retry is still worth trying.
- **Attempts** and **Created** cards show how many times Nova tried and when the delivery was first queued.
- A **Never viewed** issue is not a failure. The statement was delivered but the customer has not opened it in the portal.

## If something looks different

- The page is missing from the sidebar: the statement pages other than **Statements** only show there when your company's menu size is **Everything** (see [[choose-your-menu-size]]). Type the page address instead, or search for its name at the top of Nova.
- The list says no delivery issues match this scope: recent sends in this window need no attention. Widen the **Window** to look further back.
- **Failure reason** reads that no provider failure reason was recorded: the provider did not give one. Check the address on the account and try again.
- The same customer keeps failing on email: switch their delivery to text or portal on their account, or send the statement by another channel; see [[send-a-statement]].
- You want the run that sent it: see [[monitor-statement-runs]].

[[route:/statements/delivery-health|Open Delivery Issues]]