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Level 1

Bug with Templates

Hey guys,


Using templates, I noticed an issue when I resent bounced invoices through the "Bounced email" interface. (Accessible at

I've attached two screenshots of the generated emails, the original and what gets sent when I hit "send" after the email has bounced. As you can see, the message I originally created is no longer saved and so the re-sent email just pulls straight from the template.


1) Would it be possible to save the messages that we type in so that it can be captured for the re-send?

2) Is there a way I can fix this for the next time this happens? Every once in a while, I'll get a bounce back and I would like to at least edit the message so it's not the template message being sent out on bounce back re-sends.





Have either the system prevent this, or having a way to adjust the email template on re-sends would solve this problem.



2 Comments 2
QuickBooks Team

Bug with Templates

Hi desigSL,


Thanks for reaching out here.  Welcome!  QuickBooks Online is a dynamic program for making your work seamless and it's essential that you can reach your goals without complication.  I'll be happy to provide more information so you can get back to what you love!


In this situation, I recommend clearing cache on your browser and then log into your QuickBooks account from a private or incognito browser, to see if you get the same result.  This type of unexpected behavior causing invoices to 'bounce back' can be caused by an incorrect email address or if there was a temporary interruption with the recipients email server.  To check the customer email address, follow these steps;


1. From the left menu, open Sales and then Customers

2. Select the customer name and then hit Edit

3. Make any necessary changes and hit Save


Here's how to resend the invoice;


1. From the Sales tab

2. Open the Invoices tab

3. Locate the invoice and use the ▼ dropdown menu beside Print

4. Hit Send


In addition, you can Customize the information on your forms and personalize your email message by following this guide.


Should you require additional assistance, please don't hesitate to contact us so we can work with you directly and ensure you reach your QuickBooks goals as soon as possible.


Schedule a Callback or start a Chat: click (?) Help in the upper right in QuickBooks Online > enter "Contact support" > hit Contact Us > provide a brief summary of your situation > hit Let's Talk > choose Get a callback or Start a Chat.
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Feel free to reach back out with other questions.  We' be glad to assist!





Level 1

Bug with Templates

This response doesn't really address the core concern, but I see that I should re-send invoices using the regular workflow in the case of a bounced email, rather than doing it from the dashboard. This will solve my immediate problem, but the software has an opportunity to be better.

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