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ApprenticeSysAdmin
Level 1

Custom Response Email returns to default after hitting send

Hello,

I am using Premier 2019. We have a default email setup that we edit before sending. Recently we noticed that this was no longer working. When we edit the text and hit send it is sending the default email not our personalized message. Any idea what is causing this and how do I fix it?

Solved
Best answer May 06, 2021

Best Answers
GlinetteC
Moderator

Custom Response Email returns to default after hitting send

We are aware of the issue, ApprenticeSysAdmin.

 

The edits you're making are on Outlook, and QuickBooks can't control that. You may consider setting up for a Webmail or edit your template in QuickBooks Desktop.

 

In the meantime, you can try this workaround that will probably fix the issue:

 

  1. Pull up the email like you normally from your invoice screen. Don't make any customization as they won't flow through to Outlook, but Save it.
  2. Close the email from within QuickBooks.
  3. Go to your drafts folder in Outlook and open the email.
  4. From there, customize it as needed and send it to your customer.

That should do it! If you have any other concerns, please feel free to add them below. I'll be sure to help you out.

View solution in original post

7 Comments 7
GlinetteC
Moderator

Custom Response Email returns to default after hitting send

We are aware of the issue, ApprenticeSysAdmin.

 

The edits you're making are on Outlook, and QuickBooks can't control that. You may consider setting up for a Webmail or edit your template in QuickBooks Desktop.

 

In the meantime, you can try this workaround that will probably fix the issue:

 

  1. Pull up the email like you normally from your invoice screen. Don't make any customization as they won't flow through to Outlook, but Save it.
  2. Close the email from within QuickBooks.
  3. Go to your drafts folder in Outlook and open the email.
  4. From there, customize it as needed and send it to your customer.

That should do it! If you have any other concerns, please feel free to add them below. I'll be sure to help you out.

ChrisPCIData
Level 1

Custom Response Email returns to default after hitting send

Is the cause of this issue known? If so, is it an issue with Outlook or Quickbooks?

JasroV
QuickBooks Team

Custom Response Email returns to default after hitting send

Nice to have you joined this thread, Chris.

 

You'll want to ensure you've customized your email template inside QuickBooks. This way, it'll automatically apply every time you send an invoice.

 

If you have and you're still experiencing the issue, I recommend running the Verify Rebuild tool. This scans your company files for issue and self resolves them immediately. Let me show you how.

 

To Verify:

 

  1. Go to the Window menu in your QuickBooks Desktop (QBDT).
  2. Select Close All.
  3. Then go to the File menu.
  4. Select Utilities.
  5. Click Verify Data.

 

To Rebuild:

 

  1. Go to the File menu.
  2. Select Utilities.
  3. Click Rebuild Data

 

You can also read this article for more details: Verify and Rebuild Data in QuickBooks Desktop.

 
Let me also add these links that you can utilize on how to link your email to QBDT and record your invoice payments:

 

 

Tag me in your reply if you need further assistance managing your invoice emails. I'll be around to lend a hand. Keep safe!

CTES92058
Level 2

Custom Response Email returns to default after hitting send

I have this same issue, which showed up about 1 week ago

ReymondO
QuickBooks Team

Custom Response Email returns to default after hitting send

Thanks for joining the thread, @CTES92058.

Let make sure that you've selected the customized email template when you send an invoice, sales receipt, estimate, or other transaction. This way, your customers and vendors will be able to receive your personalized emails.

 

If you have and you're still experiencing the issue, I recommend following the suggested steps that were shared by my colleague GlinetteC and JasroV. 

Additionally, you can copy and paste the correct message before sending the email. This way, you can directly apply the changes to your new template. 

 

If the issue persists, reach out to customer support. They have the special tools to help conduct a deeper investigation of what's causing this behavior.

 

  1. Go to the Help icon and select QuickBooks Desktop Help.
  2. Click Contact Us.
  3. Write your concerns in the description box, then select Continue.
  4. Select which one of the support options you'd like to use.

 

You can also check out our support hours to ensure that we address your concerns on time.

Please let me know if you're able to send your customize template successfully. I'll be more than happy to assist you further. Have a good one. 

santafedaisy
Level 1

Custom Response Email returns to default after hitting send

I am also having this problem. I just noticed it yesterday, but as I go back through my sent invoices, I realize for the last two weeks my invoices have been sent with a standard default message, not my personalized message. Just spent an hour on the phone with QB support and they had no idea how to fix it (we repaired QB, we tried a sample file, tried multiple things, but no luck.) I read him your reply below about saving the email to drafts and editing it there, which DOES work, but wow, what a hassle.

 

His final suggestion was to pay an extra $200 a year to use QB email.

 

If anyone has any idea how to actually fix this, let me know.

 

THanks!

brendagilby
Level 1

Custom Response Email returns to default after hitting send

Is this still a thing? I have a customer I am trying to assist and the draft function saving the email before sending out slows them down to far to be productive.

 

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