Review statement delivery issues

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.

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 and retry failures.

Open Delivery Issues